Scoot review by Donna 2017-08-07

Customer Service is non existent, call centre takes a long time to get through to, then staff have difficulty understanding, promise to escalate the issue, give timelines to get back to me & never do & there is no other way to contact them. I even lodged a complaint through the feedback service on their website, received a computer generated email saying they would get back to me in 10 business days and they never did. I paid for 24 WiFi services for all 4 passengers on a recent flight from Gold Coast to Singapore. The cost was $AUD30 per passenger. We never received the promised email with log on details, which was supposed to come 24 hours prior to the flight. After calling Scoot call centre, I was provided with 1 log on user name and password. I questioned the Scoot agent twice about each passenger needing their own log on details. I was assured that as we were on the same booking number we would only need 1 log in. When we were on the flight, only 1 passenger could log in, as we ALL NEEDED A LOG ON user name & password. I have asked for a refund for the 3 passengers and have received nothing - customer service say they will escalate and get back to me, but they never do.