Business & Economy Budget airline Scoot promises to improve customer service after several flight disruptions

Budget airline Scoot promises to improve customer service after several flight disruptions

To address communication concerns, Scoot has launched a "delay information system" which is a platform customers can use to track updates regarding their delayed flights and following flight schedules

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Singapore Airlines-owned budget carrier Scoot released a statement regarding its recent lapses in customer service and flight disruptions which affected many passengers.

CEO Lee Lik Hsin, in a report by Channel News Asia, admitted that flight disruptions have indeed affected the airline’s key On-Time Performance (OTP) metric. He said that Scoot’s OTP was “not good” since the tail-end of 2018 to the start of 2019.

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“In December and January, we had occasions or months where OTP was in the 70s (in percentage terms) to low 80s. But we have bounced back up to mid-to-high 80s. In terms of delivering our promise to the customer of punctuality, we have improved since then,” Mr Lee said.

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Mr. Lee added that Scoot reduced the number of hours that Boeing 787 units are used in the air, from the previous 14 hours down to 13 hours. This has improved Scoot’s OTP and ideally will mitigate any disruptions caused by flight delays since spare aircraft will be available on the ground.

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Customers have also complained about Scoot not providing enough information about the delayed flights and disruptions as well as the lack “comfort items” such as food and accommodation to affected passengers.

Mr. Lee said that Scoot, being a budget carrier, aims to provide a “basic lunch box and nothing gourmet.” He added that “the hotels that we are able to put you up in may not be five-star hotels.” Scoot intends to better deliver such services more consistently in the future.

To address communication concerns, Scoot has launched a “delay information system” which is a platform customers can use to track updates regarding their delayed flights and next flight schedules. Cabin crew have also been given iPads, so passengers can provide feedback immediately after the flight.

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Scoot will also be closely monitoring their social media channels for customer feedback, since most customers turn to social media to air out their concerns and grievances.

Mr. Lee added that, “We’re not perfect. There’s always work to be done. But we hope that people understand that we are sincere in wanting to make that effort.”/TISG

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