A traveller has gone viral online after claiming two of her surfboards worth more than S$2,500 were snapped in half during a Scoot flight, with the airline allegedly refusing compensation.
The incident was shared by Instagram user @karlie_huang33, who said she was travelling from Hainan, China, to Phuket, Thailand with a longboard and a mid-length surfboard.
According to her post, both boards were checked in inside a surfboard travel bag and were tagged as fragile before departure.
However, upon arrival in Phuket, she discovered that both surfboards had allegedly been broken cleanly in half.
Photos shared online appeared to show severe structural damage to both boards, which she described as “irreparable”.
Traveller Says Damage Disrupted Travel Plans
In her post, Karlie said the surfboards were essential equipment for her planned surfing trips in Phuket and Indonesia.
She claimed the damage had disrupted her travel schedule and resulted in financial losses.
The traveller further alleged that Scoot ground staff denied liability for the damage, citing a “limited release” form that had been signed during the check-in process.
Karlie argued that such waivers should only apply to minor wear and tear associated with normal baggage handling and not what she described as catastrophic structural damage.
She subsequently submitted compensation claims to Scoot and Singapore’s Civil Aviation Authority (CAAS), stating that she had provided evidence of the damage.
According to her post, she had not received a satisfactory response at the time of writing.
Online Debate Over Who Is Responsible
The incident quickly attracted hundreds of comments from members of the surfing community and frequent travellers.
Many expressed sympathy and urged Scoot to compensate the traveller, arguing that surfboards should not be returned in such a damaged condition.
Others questioned whether the airline should be held directly responsible, noting that baggage handling is often carried out by third-party ground handling companies employed by airports rather than airline staff.
One commenter who claimed familiarity with airport operations alleged that oversized items such as surfboards are sometimes transported separately and may be vulnerable to damage if they fall during handling.
Another user suggested that travellers carrying expensive sports equipment should consider purchasing travel insurance with specialised sports equipment coverage.
Similar Complaints Surface Online
Several commenters also shared their own experiences involving damaged luggage and compensation disputes.
One user claimed an airline had previously compensated them after surfboards were damaged during a flight, while others alleged that obtaining compensation from budget carriers can be difficult.
The post has since gained significant traction online, with many users tagging Scoot and calling for the airline to address the traveller’s concerns.
As of now, Scoot has not publicly responded to the allegations made in the viral post.
The incident has sparked renewed discussion among travellers about baggage handling practices, liability waivers and whether airlines should bear greater responsibility when valuable sporting equipment is damaged during transit.