Compensation policies

Flight Cancellations, Denied Boarding & Long Delays

• If you're denied boarding or your flight is cancelled (with less than 14 days notice) or delayed by ≥ 5 hours, you can choose:
  • A full refund (including taxes & fees) within 21 days, or
  • Re-routing to your final destination at the earliest opportunity under comparable conditions, or
  • Re-routing at a later date of your choosing (subject to seat availability) 
• Re-routing within ±10 days has no rebooking fee, but fare difference may apply if outside this window. 
• Compensation is paid within 45 days via bank transfer or as agreed. 

EU & UK Rights (EU261/UK261)

If you're flying from the EU on a Scoot-operated flight and experience a significant delay, cancellation, or denied boarding, you may be entitled to compensation under EU Regulation 261/2004. This applies to all flights departing from the EU, even though Scoot is a non-EU carrier. Compensation ranges from €250 to €600 depending on the flight distance and length of delay upon arrival. For example, delays of over three hours can result in €250 for flights up to 1,500 km, €400 for distances between 1,500 km and 3,500 km, and €600 for flights over 3,500 km. In addition to monetary compensation, passengers may be entitled to care such as meals, refreshments, phone calls, and accommodation if a delay results in an overnight stay. Compensation does not apply if passengers are informed of the cancellation at least 14 days in advance, or if the delay is caused by extraordinary circumstances like extreme weather or air traffic control issues. However, Scoot may still be liable in cases of technical faults or crew-related disruptions. To claim compensation, passengers should retain travel documents and evidence of disruption, and submit a claim directly to Scoot or through a third-party claims service. The claim window varies by country, but is typically up to 2–3 years

☕ Right to Care & Assistance

• Delays ≥ 2 hours: Scoot will provide meals, refreshments, and 2 communication items (calls, emails). 
• Delays ≥ 5 hours: You may choose reimbursement or re-routing and receive a return flight if part of connecting travel. 

🎒 Baggage Delay & Damage Compensation

• Delayed baggage: Up to SGD50 per day for essential items, up to 3 days (not including residents at arrival). 
• Damaged baggage: Repaired or replaced at Scoot’s discretion. 

📋 How to Claim

1. Submit a written claim via Scoot's Customer Services form.
2. For compensation, you may need to provide supporting evidence (e.g., boarding pass, receipts).
3. Compensation paid within 21–45 days, depending on claim type. 

❓ FAQs

Submit a Compensation Claim