Dear Scoot Community We never would have imagined this reality – a world without travel. A world where planes are grounded, and borders are closed. It’s unthinkable, but it has happened. We understand that it has been challenging for everyone in these unprecedented times, and would like to thank you all for your patience and understanding. Given the further tightening of border controls around the world over the last week to stem the COVID-19 outbreak resulting in significantly reduced travel demand, Scoot has made the difficult decision to temporarily suspend almost all of our network from now until mid to end April. More information on this is available on our website at: https://www.flyscoot.com/…/ann…/temporary-flight-suspensions . We sincerely apologise for any travel disruptions this may have caused you. All customers affected by the flight cancellations will be notified progressively and will receive a Scoot travel voucher on the unused portion of their itinerary in their registered email address within 30 business days. We are working hard on providing flights where possible to transport passengers back to their home countries amidst the suspensions. We continue to monitor the situation closely and will make further changes to our network where required. Due to the current situation, we have been experiencing a much higher than usual volume of messages as well. We understand that you are worried about what the current uncertainties will mean for your upcoming flights and travel plans. Safety measures enforced by the Philippines government since 17 March have required us to suspend operations at our call centre in Manila. More Singapore office staff have been activated to respond to you via email or social media. We have also set up a temporary English hotline to attend to your enquiries (+65 66815410). To facilitate more immediate response times, we have recently also added a self-service refund option to our website for automated processing of refund requests. If you’ve booked a flight with us before 15 March for travel up to 31 May, you can use this self-serve channel to request for a full refund in the form of Scoot travel vouchers up to 4 hours prior to your departure. To date, we have completed processing 91% of requests submitted since the launch of this service 6 days ago. This world remains a wonderful place with its incredible, uncountable sights, myriad of fascinating cultures and unforgettable experiences. Despite the challenges this current climate presents, the spirit of travel, of connecting with amazing people and cultures all over the world, is still alive and well. Scoot was established to champion this spirit, and to make life more fulfilling. This remains our mission in 2020 and will continue to be so, long after COVID-19 is but a distant memory. Stay strong and healthy everyone, and we’ll be back Scootin’ again soon. - The Scoot Team
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