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Thursday, February 9, 2023
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WOMAN’S SCOOT FLIGHT STATES “CHECK-IN LUGGAGE INCLUDED”, BUT STILL MADE TO PAY

Well done SCOOT, in 5 mins to boarding, we just resolved the luggage tag for checkin luggage. We were at the airport 2 hours prior to boarding!!!

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I had booked a Scootplus flight from Singapore to Bangkok. however on the date of flight, there was a extremely long queue for check in. we switched over to self-check in which also had a very long queue. after a 30min queue for self check in, we discovered that we could not print our luggage tags at the self-check in and had to queue for another 40mins for assistance.

when we had almost reached the counter for assistance, were directed by a ground crew to another queue. After another 30mins of queueing we were informed that we did not pay for check in baggage during purchase of the Scootplus flight and and to pay extra – I HAD BOOKED SCOOTPLUS!!! IN THE WEBSITE IT STATED THAT SCOOTPLUS HAD 30KGS OF LUGGAGE INCLUDED IN THE PURCHASE PER PERSON!!!

As we had spent close to 2hours queuing. we were extremely close to missing our flight and were disoriented from the ground staff telling us different things and just indifferently telling us to join different queues. Finally, after informing the ground crew that we are about to miss our flight and to just stop telling us to join different queues, please just help us solve this check in luggage issue and just let us pay whatever you need us to pay. they then brought us directly to jump the queue to the check in counter. the staffed checked and informed us that we needed to pay for check-in luggage again.

Feeling anxious that we would miss our flight, We told the service person at the check in counter that we would just pay for whatever luggage SCOOT demanded from us. But i also pointed out to the service person that i had booked SCOOTPLUS and showed him the website that stated 30KGS Luggage per person. so why is the system saying that we need to pay for baggage? i do not know what he did but he clicked a few times on his computer and told us that Yes, check-in luggage is included in our Scootplus purchase and were finally allowed to check-in our luggage

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In all my years of flying, i have never experienced such anxiety during check in. luckily, during check in at customs, they were kind enough to let us go ahead to the front of the queue after we told them that we were about to miss our flight. KUDOS to SCOOT for this.

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