A Scoot passenger is concerned about her family\u2019s seat allocations on an upcoming flight to Taipei, Taiwan<\/a> after an email preview incorrectly suggested their pre-selected seats had been changed.<\/p>\n Stomper Jasclyn <\/strong>said the incident reminded her of a 2025 trip to Tiruchirappalli, India<\/a>, when seats she had selected and paid for for 24 relatives were rearranged before their return flight to Singapore.<\/p>\n \u201cOn our return flight to Singapore, our seats were rearranged, and our family members were scattered across the aircraft without a satisfactory explanation,\u201d she explained.<\/p>\n Jasclyn will be travelling to Taiwan with eight family members in December and had booked their Scoot flights<\/a> on April 14.<\/p>\n On Sept 24, she received an email notifying her of a change to the arrival time in Taipei Taoyuan International Airport<\/a>.<\/p>\n The email preview also stated: \u201cYour pre-selected seats have been dropped due to either a change of aircraft\u2026\u201d<\/p>\n The email preview suggested that preselected seats in Jasclyn\u2019s party of eight had been changed or dropped.<\/p>\n PHOTO: STOMP<\/p>\n<\/figcaption><\/figure>\n<\/div>\n However, when she opened the email, there appeared to be no mention of the seats being dropped.<\/p>\n Jasclyn said sitting together was important as the group included elderly relatives who might need help during the flight.<\/p>\n \u201cFor example, my 73-year-old uncle-in-law does not know how to lock the aircraft toilet door<\/a> independently, so my nephew or father-in-law would accompany him to ensure he is safe and able to manage,\u201d the Stomper elaborated.<\/p>\n She submitted feedback to Scoot on the same day (Sept 24), and believed the airline would reply within five working days.<\/p>\n However, a customer service representative replied her only about two weeks later, telling her on Oct 9 that it could not retrieve her bookings.<\/p>\n She was frustrated as she had provided both booking references, along with the email address used to make those bookings.<\/p>\n Jasclyn stressed that her complaint was not about the revised flight timings, but the handling of paid seat selections and the clarity of the airline\u2019s communications.<\/p>\n \u201cI am not suggesting that every seat change is deliberate or that every incident has the same cause,\u201d she said.<\/p>\n \u201cHowever, when similar experiences appear to recur and customers are left without clear explanations, the airline needs to address these concerns meaningfully rather than leave customers to accept the situation.\u201d<\/p>\n She said she hoped sharing her experience would encourage greater transparency and a review of Scoot\u2019s seat allocation practices.<\/p>\n In a reply to the Stomper on Oct 15, Scoot apologised for the confusion.<\/p>\n The airline said: \u201cFollowing our review, we found that the email preview incorrectly included wording suggesting that your pre-selected seats had been dropped.\u201d<\/p>\n The email was only intended to inform Jasclyn that her arrival time in Taipei on Dec 21 would be 15 minutes later than originally planned.<\/p>\n The email was only intended to inform Jasclyn that her arrival time in Taipei on Dec 21 had been revised.<\/p>\n PHOTO: STOMP<\/p>\n<\/figcaption><\/figure>\n<\/div>\n The discrepancy in the email preview and content has since been reported to the relevant team to prevent a similar occurrence.<\/p>\n Scoot added that the aircraft had changed for operational reasons, but assured the Stomper that it did not affect the family\u2019s seat numbers.<\/p>\n All nine preselected seats under the two bookings remained confirmed, it said.<\/p>\n Additionally, with the aircraft change, six of them were now classified as Super Seats<\/a>, offering slightly more legroom at no additional charge.<\/p>\n \u201cWe also acknowledge that our Contact Centre could have resolved your concerns based on the information you provided in your initial submission,\u201d read the email sent to Jasclyn.<\/p>\n Jasclyn said the airline\u2019s Oct 15 response did not address her concerns about the previous India trip.<\/p>\n \u201cI believe it is important that Scoot addresses this incident rather than focusing solely on the current booking, as the previous experience forms a significant part of my complaint,\u201d Jasclyn said in her reply to the airline.<\/p>\n She stressed that it was not simply about an incorrect email preview or a delayed response to her feedback.<\/p>\n \u201cIt concerns the integrity<\/a>, transparency and accountability of the company.\u201d<\/p>\n Have something to say? Join in!<\/p>\n<\/div>\n Explore more on these topics<\/p>\n<\/div>\n See something interesting? Contribute<\/a> your story to us.<\/p>\n<\/div>\n
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<\/a><\/div>\nScoot apologises for email discrepancy<\/h2>\n
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Passenger says past concerns remain<\/h2>\n
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