Scoot passenger prepays for check-in baggage online, made to pay again at airport after name mix-up

Submitted by Stomper Joseph

This story was submitted via Web contribution form.

It was a mistake.

Due to a mix-up with his name, a Scoot passenger was made to pay for check-in baggage he had already paid for and has been trying to get a refund ever since.

Stomper Joseph was flying from Singapore to Jakarta on Oct 10 and had a surprise when he checked in at Changi Airport.

"The Scoot ground staff insisted that I pay $68 for check-in baggage, citing there was no record in the system even though I had made the purchase during the online booking," recounted the Stomper.

"I paid as I needed to get on the flight."

The Stomper then had another unpleasant surprise.

"I was denied entry at the security screening as the ground staff had wrongly checked me in as another passenger with the same family name," said the Stomper.

"I returned to Scoot check-in counter to exchange the boarding pass but was told I had to use the wrongly-labelled luggage tag for operational reasons.

"The ground staff discussed this mistake with his superior and promised me that a refund would be credited back to my credit card within a few days."

More than two months have since passed.

The Stomper said: "Despite numerous correspondence and phone calls with Scoot in the past two months, the issue was still not resolved and there was no end in sight. Terrible service from Scoot."

In response to a Stomp query, a Scoot spokesperson said the budget carrier was aware of the issue regarding the refund of a payment made by a passenger for his baggage.

"We are investigating this issue with our ground handling agents and have reached out to the affected passenger to offer assistance," said the spokesperson.

"Scoot apologises for any inconvenience caused."