Scoot apologises for emails mistakenly sent to customers who were not on flight to Guangzhou

Submitted by Stomper Murgan, Jeanne, Anonymous

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Scoot has apologised for sending out emails meant for passengers booked on a flight from Singapore to Guangzhou that were mistakenly sent to customers who were not on the flight.

Several Stompers alerted Stomp to multiple emails they received from Scoot regarding flight TR100 from Singapore to Guangzhou that is due to depart on Aug 30 at 5.15am.

Stomper Murgan told Stomp: "I received an email from Scoot for a flight with the subject head 'New Requirements for China-bound Flights: Certificate of Negative Result of Nucleic Acid Tests for COVID-19'.

"Even though I don't have any flight booked, it has my correct name and even a booking reference number."

Similarly, another Stomper said: "I received an email asking me to go for a Covid-19 Test before boarding a flight to Guangzhou on Aug 30.

"Problem is, I've never booked this flight."

Stomper Jeanne added: "I checked Scoot's Facebook and others commented on having received the same emails.

"Please help to keep the public aware!"

In the email, customers are informed of a "new requirement" for them to be tested for Covid-19.

Travellers will be required to produce a "certificate of negative result" in order to be allowed on the flight.

Scoot issued a statement on Tuesday (Aug 25) to clarify the matter:

"In the afternoon of 25 August 2020, around 2.00pm, an email meant only for customers booked on Scoot flight TR100 from Singapore to Guangzhou departing on 30 Aug 2020, was erroneously sent to a distribution list containing customers who have travelled with Scoot in the past, or who have future bookings with Scoot.

"This erroneous email arose due to human error, and was not a data security or hacking incident.

"Scoot understands the worry and concerns customers would have over the use of their personal information.

"We have established that no new booking was created.

"There was also no leak of sensitive personal information; the personal information that was included in the erroneous email was limited to first name and booking confirmation ID, and the erroneous email was sent to the email address associated with the original booking.

"We would also like to assure customers that no third party was sent an email with their personal information.

"However, if they previously made a booking on another party’s behalf, they may see the other party’s first name in the email instead.

"No current bookings can be accessed with these information.

"Scoot takes this incident very seriously and will conduct an internal review looking into how to further strengthen our internal processes.

"We have also informed Singapore’s Personal Data Protection Commission of the incident and contacted all affected customers with an explanation of what happened.

"Scoot sincerely apologises to all affected customers."