Passenger fed up with 'unreasonable' claims process for damaged luggage, Scoot apologises
A passenger was dismayed to find her luggage damaged after a Scoot flight and even more so with the ensuing claims process.
Stomper Thomas said he and his wife had flown Scoot flight TR565 from Tiruchirappalli, India, to Singapore on Feb 16.
They arrived in Singapore to find her luggage "badly damaged".
Photos shared by the Stomper show the pink luggage with multiple cracks, including a large one at the top.
Thomas recounted: "We found our luggage bag badly damaged by irresponsible staff and are disappointed with the request for receipts, manufacturer's reports and cost estimates for repairing works.
"We believe that this is not a reasonable expectation, given that the damage was caused by the irresponsible handling of our luggage by airline or airport staff.
"We had reported the damage at Changi Airport, and the staff there acknowledged the issue and assisted us in filing a report. We had expected a more constructive response from Scoot rather than asking us to provide additional documentation."
Thomas appealed to Stomp for help in expediting the claims process and getting a "more suitable solution, considering the circumstances."
He added: "We are willing to provide any necessary documentation, but we believe that the burden of proof should not rest solely on us."
Thomas also wanted to know if anyone in the Stomp community has faced similar issues before.
In response to a Stomp query, a Scoot spokesperson said on Feb 27: "Scoot sincerely apologises to the customer for her experience with the damaged baggage.
"If a customer's baggage arrives damaged, the customer has seven days to submit a claim which will be processed by our appointed claims agent. The agent will request for supporting materials to help assess and expedite the claims process, and determine a suitable compensation.
"Our claims agent was in touch with the customer and has since resolved the case."
Asked to confirm that the issue has been resolved, Thomas told Stomp: "Scoot replied me that they will pay me $32."
