Singaporean Ember Leong and her boyfriend were scheduled to fly back home on a direct flight, by Scoot airlines, from Sydney on 31 March.
They had landed in Sydney airport at approximately 10:35am, and their home-bound flight was at 1pm later that afternoon.
Ms. Leong and her boyfriend had just touched down in Sydney airport from Auckland, and were in the process of collecting their luggage.
However, they were stonewalled by customs officials who claimed that they needed to have arrived 4 hours before their scheduled Scoot flight (so at 9am), instead of the 2 hours that was stipulated in Ms. Leong’s itinerary.
In the midst of this confusion, being bounced from one desk to another, both travellers were struck off the Scoot boarding list as a ’no show’.
Unable to contact Scoot for further assistance apart from a staff member who told the couple over the Scoot hotline that the airlines could not do much for them, Ms. Leong and her boyfriend eventually had to book a flight with Qantas Airlines just to get back home.
Following this harrowing ordeal, Ms. Leong lodged a complaint with Scoot and registered her dissatisfaction on Scoot’s Facebook page.
A Scoot representative has since come forward, to clarify the Airlines’ position on this matter.
The representative said:
“The passenger was transferring between flights made on two separate bookings on two different carriers with no codeshare agreement. Hence she would need to clear Customs and Immigration, collect her checked-baggage, then proceed to the relevant departure hall check-in counter to check in for her Scoot flight. Our check-in counters are open 3 hours before scheduled departure and close 60 minutes before scheduled departure. As the passenger did not present herself at our counters to check in for her flight, she was deemed a ‘no-show’.”
“We strongly encourage passengers transferring between flights to determine the appropriate processes required so as to avoid missed connections.”
Was this solely a result of Ms. Leong’s oversight, or does Scoot have to take ownership of the blame? Let us know what you think in the comments section below!