Scoot Changed Departure Airport to a Different Country - No Offer of Compensation

SkMed on 22/01/2025 - 20:28
Last edited 22/01/2025 - 21:15 by 1 other user

Hey all, I booked a return flight with Scoot from Melbourne to Berlin several months ago. The route its Melb -> Singapore, Singapore -> Athens, Athens -> Berlin in early March and then the same in reverse for the return journey in late April. Obviously, I have already booked my accommodation, other flights and meeting up with European friends around these dates/destinations.

However yesterday I received an email informing me that Scoot are no longer flying to/from Berlin after late March! My ticket to Berlin is fine, however the first flight of the return leg (Berlin to Athens) has been cancelled and my flight now departs from Athens!… And it also leaves 6hrs earlier than before.

After some emails and calls it appears the only options they are offering are taking the flight/ticket as-is (Leaving from Athens) without any kind of compensation at all, or cancelling and taking a full refund on the flight :/

I can't find any other return flights which fit with the timings, or even remotely within budget, so my only option is to forfeit some of my other flights and accommodation in Berlin and get myself to Athens. However, is it legal for an airline to cancel a flight, change the departure airport to an entirely different country and not offer any kind of compensation at all? Surely this is illegal right?

To top it off, Scoot are claiming they cannot help me as I booked via a "3rd party website" which is odd as I 100 percent booked directly with them. When I ask for clarification they just repeat "It was booked through a 3rd party website". I have the booking confirmation and bank withdrawl and its definately from them, so this is quite odd. Maybe they know they need to offer compensation by law and trying dirty tactics to avoid it? Thoughts?

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Comments

  • Dumax on 22/01/2025 - 20:48
    +6

    Presumably since the original flight was leaving from the EU, you'd be covered by the EU air passenger rights?

    • Pcoder on 22/01/2025 - 20:55
      +1

      Yeah, just email them or contact them, mentioning EU261

    • SkMed on 22/01/2025 - 21:10

      Oh, very interesting! So if i'm reading this correctly I can choose Reimbursement, re-routing or rebooking.

      So if I chose Reimbursement they would have to reimburse me the cost of the cancelled leg (berlin to Athens) AND pay for a ticket for me to get to athens (as the Athens fligjhts would technically be my connecting flight) Is that correct?

      • JimmyF on 22/01/2025 - 21:38
        +1

        So if I chose Reimbursement they would have to reimburse me the cost of the cancelled leg (berlin to Athens) AND pay for a ticket for me to get to athens (as the Athens fligjhts would technically be my connecting flight) Is that correct?

        That's double dipping (refund and Reimbursement). So you won't be refunded the cancelled leg, they'll just pay what it costs you to get from Berlin to Athens.

        • SkMed on 22/01/2025 - 21:43

          Ah, further reading it seems that would actually apply if it was cancelled within 14 days of the fight, but as this is more than 14 days until the flight I can only choose one of the options it seems.

          • Pcoder on 22/01/2025 - 23:39

            @SkMed: Yeah they should be able to at least put you on another carrier, like SQ's partner airline Aegean to Athens or fly you to an SQ port in Europe like Frankfurt.

    • qazwsx on 23/01/2025 - 01:42
      +1

      I would push for your rights under EU 261 - they are quite strong as they give you the choice as to what remedy you want. If you take re-routing, they may be able to play silly games though with the sort of re-routing they offer you.

      If you booked the whole set of flights in one ticket, you may be entitled to ACL protections, refer here: https://www.flyscoot.com/en/au-disruption-policy

      I would seek to use EU 261 first though, as it seems a stronger set of protections and EU 261 does not apply "if you have not already received benefits (compensation, re-routing, assistance from the airline) for flight related problems for this journey under the relevant law of a non-EU country". If you have issues or gaps with your EU 261 coverage, then you could see where ACL gets you - e.g. you may have gaps in EU 261 due to lack of compensation (e.g. if you have to spend extra nights and need a hotel), in which case maybe ACL can help fill in the gaps ("In certain circumstances, you may also be entitled to compensation for reasonably foreseeable losses caused by the failure."). The vagueness of ACL is a double edged sword here, but looks potentially potent if you can pick and choose between the prescriptive EU 261 and the vague ACL.

      Obviously look at your travel insurance as well, but I always try to force the airline to correct it in the first instance, because they are the ones who caused the fault but also they are often able to give the better remedies like rebookings/reroutings (whether they give it to you is a different story).

      • SkMed on 23/01/2025 - 09:54

        Cheers! I've not taken any compensation or offerings so going to push under EU261 for sure.

        Travel insurance doesn't cover it unfortunately, they don't cover if it's "operational changes by the airline".

  • sonicentropy on 22/01/2025 - 21:08

    Had a similar experience when they stopped flying from QLD. My only option was refund.

  • alexlim2000 on 22/01/2025 - 21:19

    Just bear in mind that Scoot is a point to point carrier. Each ticket is a separate point to point ticket.

    Their only obligation to you, per their terms of service, is for the Berlin to Athens leg. THat being said, it doesnt hurt to ask, and to try to work together on something more than just cancelling and refunding you for the point-to-point ticket between Berlin and Athens.

    But as per above, try to being up EU261 and ask if they can work with you on an workable solution.

    Is there any other low cost carriers flying Berlin to Athens? bring up that pricing to Scoot and ask if they can refund + the difference so you can procure a comparable flight on your own?

    • JimmyF on 22/01/2025 - 21:40
      +1

      Just bear in mind that Scoot is a point to point carrier. Each ticket is a separate point to point ticket.

      So there should be a 'refund' for the ticket that was cancelled between Berlin to Athens unless they provide another option to travel?

    • SkMed on 22/01/2025 - 21:42

      Thanks for the info.

      What makes it a "Point to Point" carrier exactly? The ticket was booked as melb-berlin return as per any other airline/booking. And if that were the case it seems odd they wouldnt offer refund/compensation for just the berlin - Athens leg of the flight.

      There are no low cost carriers flying berlin to athens on that day or the day before, but there is one flight/carrier flying the day after, so they would need to shift me to a return fliught 2 days later to catch that one.

  • Gdsamp on 22/01/2025 - 21:21
    +3

    Godspeed

  • Flying Ace on 22/01/2025 - 21:54

    What date do you need to be in Athens for your return flight? I am finding a fair few decently priced low-cost fares for "late April".

    • SkMed on 22/01/2025 - 23:35

      The Athens flight is now 09:35am on April 25th (originally was 3pm). So would need to take a flight the day prior to reach Athens in time for the new flight time… However I don't arrive into Berlin from Helsinki until 7:20pm on April 24th adding further complications. So they're going to need to bump my April 25th flight to the next available on April 27th OR get me from Helsinki to Athens possibly.

      • donga100 on 23/01/2025 - 00:19
        +1

        Changing your Helsinki to Berlin flight to go to Athens instead seems like the option with least amount of hassle. Will obviously cost you some money but need to value your time and stress too.

        • SkMed on 23/01/2025 - 09:53

          Yeah, unfortunately that will result in forfeiting the flight and accommodation for Berlin totalling $400.

          Then the cost of the new flight is about $350, then I will need some accommodation which is another $150. So I will suggest this to scoot and that they cover the costs for the flight and accommodation under EU216.

  • holdenmg on 23/01/2025 - 00:23
    -7

    First we take Manhattan, then we take Berlin
    https://genius.com/Leonard-cohen-first-we-take-manhattan-lyr…

    According to the lyrics of "First we take Manhattan" by Leonard Cohen, the usual deal requires someone to take Manhattan first, before Berlin can be taken.

    There is a film called "The Muppets Take Manhattan" so I guess a large part of New York is now being run by Jim Henson.

    (Seriously, I hope you find a solution).

    Do you have Travel Insurance?

    • SkMed on 23/01/2025 - 09:57

      I do have insurance, but it doesn't cover for flight cancellations due to "operational changes" so that's no good. :(

  • markathome on 23/01/2025 - 08:48
    -1

    Honestly this is one of the worser stories I've read of being cheated by an airline.

    The relocation is only meant to be from Berlin to Vienna but Scoot have left a whole month (May) that they don't fly to either.

    The cheapest BER-MEL flight I could find is Qatar at $1,500.

    The cheapest BER-SIN flight I could find is Etihad at $900 but this one is useless because although Scoot flies from Singapore to Melbourne the times they fly make transfer very difficult.

    Still I would be putting your whole MEL-BER return flights into Google flights at this point and booking with a full-service airline for $2,000+ and taking the full refund from Scoot (guessing it's $850 or something). It'll probably end-up being a massive $1,600 loss but you'll enjoy the full-service airlines and when you're sixty you won't even remember the $1,600.

    • SkMed on 23/01/2025 - 14:19

      Yeah, it's a bit nuts. Ive taken 100+ flights at this point and never experienced anything like it. I don't think it's even legal tbh lol.

      I hear you, but I can't swallow the $1000+ cost at the moment unfortunately. The refund from scoot would take 28 days too, so I can't even use that towards new flights. I don't think I'd have funds in my account to afford a full service airline for several weeks, I litterally just locked in and paid thousands of dollars of other flights and accom for the trip litterally two days before I got the scoot cancellation email, which is the reason for minimal funds at the moment.

  • ryefig on 23/01/2025 - 09:16

    Definitely sounds like a really unfortunate situation. Have you considered asking for a full refund of all flights and rebooking with another airline?

    Chinese airlines are pretty competitive with pricing, you will have only one stopover in China vs the 2 with Scoot and the Chinese airlines are mostly full-service meaning checked baggage and meals are included.

    • SkMed on 23/01/2025 - 09:58

      Yeah I looked at taking the full refund and rebooking somewhere else, but I'd be out of pocket $1000+ and the times don't line up with my plans and flights so I'd be forfeiting some flights and accom and getting home a day or two later (requiring me to take unpaid leave)

      • markathome on 23/01/2025 - 10:52
        +2

        Competitor airlines should actually service the route quicker because they have less stops…

        MEL -> SIN -> ATH -> BER is a long routing.

        Other airlines should service it in one or two fewer stops. Google Flight, SkyScanner, Expedia or whatever it with the exact same dates.

        It will cost more but ryefig is right - it'll probably be a better experience too.

        Good luck!

        • SkMed on 23/01/2025 - 14:15

          Unfortunately the increase in cost is just too much for me to swallow tbh. If it were only $400-500 extra I'd bite the bullet, but refunding and getting entirely new flights will be over $1k. Additionally the scoot refund will take 28 days and I don't think I'll have the funds to cover a new flight at the moment without the refund hitting my bank account.

  • hotdish on 23/01/2025 - 12:16

    email news.com.au with the story mate, they love this clickbait kind of stuff. Scoot will quickly change their tune

  • SkMed on 23/01/2025 - 13:24

    FYI, this is what I'll be sending them:

    • SkMed on 23/01/2025 - 13:28
      +1

      Dear Scoot Airlines,

      I am writing in regard to the cancellation of my flight from Berlin (Germany) to Athens (Greece) on April 25th, 2025, part of my trip to Melbourne (Australia) with stopovers in Athens and Singapore & the overnight layover time in Singapore.

      As per EU Regulation 261/2004 (EU261), I understand that I am entitled to rerouting that minimise inconvenience now that my new flight is beginning in Athens rather than Berlin and is departing 6 hours earlier than originally scheduled.

      I would also like to confirm that the airline will meet its duty of care obligations under EU261, including the provision of:
      - Accommodation (if an overnight stay is required due to layover times)
      - Meals and refreshments (during long connections)
      - Transport between the airport and accommodation (if applicable)

      Additionally, given that these changes now result in an overnight layover in Singapore (increased from 3:10hr layover during the day, to a 9:10hr layover overnight), I will be insisting on exercising my right to duty of care OR rerouting options under EU261 & Scoots Passenger Flight Disruption Policy and Australian Consumer Law. I would accept an offering of an earlier flight from Singapore to Melbourne via Scoots partner airline Singapore Airlines at 07:50am (rather than Scoots 11:00am flight) OR by providing duty of care or Compensation obligations in the form of accommodation and transport on April 25th or April 28th in Singapore (depending on the chosen option below) due to the flight change now requiring an overnight layover.

      Please find below my preferred options:

      Option 01:
      Scoot books a new return flight/route with partner airline Singapore Airways from Berlin through to Melbourne on April 25th (currently many routes and times available).

      Option 02:
      1. Scoot books a flight from Helsinki to Athens on April 24th so I can catch Scoot flight TR721 from Athens on April 25th at 09:35 - FYI I will be in Helsinki prior to flying to Berlin on April 25th at 19:20 and I don't believe there will be any flights from Berlin in the evening that will get me to the Athens flight in time. I will forfeit my flight and accommodation bookings already paid to make this work at my own cost.
      2. Scoot books 1 night accomodation in Athens at a mid-range hotel close to the airport.
      3. Scoot covers the cost of meals and transportation to/from the airport while in Athens to meet its EU261 duty of care obligations.

      Additionally regarding the extended overnight layover in Singapore:
      1. Scoot books a flight with Singapore Airlines from Singapore to Melbourne on the earlier flight at 7:50am on April 26th to minimise overnight layover time to meet its EU261 & ACL re-routing obligations
      OR
      2. Scoot covers the cost of accommodation, meals and transportation to/from the airport while in Singapore to meet its EU261 & ACL duty of care obligations.

      Option 3:
      1. Scoot re-schedules my Scoot flight booking from Athens to Melbourne from April 25th to April 27th (the next available date)
      2. Scoot books a flight from Berlin to Athens on April 25th or 26th so I can catch the newly timed flight from Athens on April 27th at 09:35
      3. Scoot books 2 nights accomodation in Athens and/or Berlin depending on flights chosen at a mid-range hotel.
      4. Scoot covers the cost of meals and transportation to/from the airport while in Athens and/or Berlin to meet its EU261 duty of care obligations.

      Additionally regarding the extended overnight layover in Singapore:
      1. Scoot books a flight with Singapore Airlines from Singapore to Melbourne on the earlier flight at 7:50am on April 26th to minimise overnight layover time to meet its EU261 & ACL re-routing obligations
      OR
      2. Scoot covers the cost of accommodation, meals and transportation to/from the airport while in Singapore to meet its EU261 & ACL duty of care obligations.

      Please confirm these arrangements as soon as possible so I can finalize my travel plans. I look forward to your prompt response regarding both my rerouting and the accommodations due to any extended delays or layovers.

      Thank you for your attention to this matter.

      • SBOB on 23/01/2025 - 16:34
        +1

        Good luck, but I feel that's way too many words for a 'i want a solution' email.

        • SkMed on 23/01/2025 - 16:45

          Haha, yeah the formatting on Oz bargain makes it look like a wall of text, the formatted email looks less so. Just want to be clear as they seem to be quite confused when asking them basic questions (one woman on the phone didn't even understand that the Berlin flight had been cancelled causing a frustrating back and fourth)

          • SkMed on 23/01/2025 - 19:02

            @SkMed: Just recieved this very generic response mostly repeated from a previous email they sent… Seems like they pretty much ignored most of the email and theyre oddly still trying to claim I used a 3rd party booking system! I definately used scoot, I have the confirmation emails from scoot and the bank statement is from Scoot.

            Also it seems they are now saying I CAN get a refund from berlin to athens flight that was cancelled but they cant tell me how much the refund will be!? lol

            Thank you for writing to us.

            We refer to your refund request for Scoot booking reference XHB95 received through our Online Feedback Form.

            We apologize for the inconvenience caused by the recent change in flight schedule which has disrupted your travel plan from Berlin to Singapore.

            Due to operational reasons, flight TR 721 departing on 25 April 2025 has been re-timed. We understand the impact changes in flight schedules can have on our passengers.

            Given the above, we would like to offer you the following options:

            1. Receive a 120% refund via Scoot travel vouchers (valid for 24 months from date of issuance) for the unused itinerary value in the booking, or

            2. Receive a 100% refund via the original mode of payment for the unused itinerary value in the booking

            We understand that you wished to be rerouted for the bookingand you wanted to confirm the amount as well. Since the booking was made by a third party travel agent, we are uanble to confirm the exact amount that you will be receiving if you choose to be refunded.

            All refunds will also exclude any amount paid for the 3rd party products and services. Please note that the 120% voucher option will not be applicable for the booking amount paid using a voucher.

            Additionally, we can reroute your flight to to Athens to Melbourne via Singapore, however, if that would be your choice, we can only refund your cancelled Berlin to Athens flight.

            • markathome on 23/01/2025 - 20:20

              @SkMed: Do you have Qantas frequent flyer points? Does anyone in your family? There are various options including BER-ATH - 20k; HEL-ATH 34k; BER-SIN 45k;

              But probably the best is:

              HEL-SIN 37,800 Qantas points + $56.40 AUD (Finnair AY131) on the 24th of April arriving 6:25pm on the 24th of April

              You then need to self-transfer to fly Scoot to Melbourne at 2:30am on the 25th of April. The good news is that the two are the same terminal. Changi T1. There is then some good and not so good news…

              • Not-so-good news you will probably have to clear customs to recheck baggage despite other Internet reports you don't. Tips here - remember to see the Jewel while you are landside!

              • Good news according to this FAQ Scoot allows bag drops from 18 hours before departure so you'll have as much time airside as you want to eat, rest, ride the Skytrain and enjoy the free cinema.

  • Save 50 Cent on 25/01/2025 - 09:17

    That is a shit and frustrating situation to be in but you get what you pay for I guess. Imagine such shenanigans happening again while you are in Europe with not much time to sort it out?
    I would personally lose trust in such airlines and take my money back and pretend this company doesn’t exist any more for the rest of my life.

    • SkMed on 26/01/2025 - 08:13

      Thanks, yeah it is.

      Under EU261, if they pull shinanigans within 14 days of the flight they have to sort out your flights home, pay your travel, food and accommodation expenses AND pay you monetary compensation! The amount varies depending on the distance of the flights but I could actually end up making money if they tried to pull anything within 14 days of the flight lol. So glad I know about these protections now, and from what I'm reading they're very solid so I'm not too worried. Every country should have something similar.

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