Thursday, 20 June 2019

Spate of Scoot 'flight disruptions'

‘We’re not perfect’: Scoot seeks to regain customer confidence after recent major flight disruptions
A Scoot Airbus A320neo. (File photo: Aibus/A. Doumenjou/Master Films)

Low-cost carrier Scoot is aware of its shortcomings and is working to improve its customer service and recovery standards in light of recent flight delays and disruptions that have affected passengers, said its CEO Lee Lik Hsin.

Speaking to CNA on Monday (Jun 17), he admitted that the flight disruptions had hit the airline's key On-Time Performance (OTP) metric.

“Admittedly, our OTP was not good from end-2018 to beginning of 2019. In December and January, we had occasions or months where OTP was in the 70s (in percentage terms) to low 80s. But we have bounced back up to mid-to-high 80s. In terms of delivering our promise to the customer of punctuality, we have improved since then,” added Mr Lee.

related: Scoot's growth will pick up in 2020, says CEO Lee Lik Hsin

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Scoot CEO’s apology for service disruption wins praise from PR fraternity

Scoot’s CEO Lee Lik Hsin has apologised for the airline clocking at least 12 major flight disruptions caused by technical issues since November 2018. In an interview with The Straits Times, the CEO said that the brand has “heard the feedback [of the people] loudly and clearly” and noted that customer confidence in the brand has dropped. He also added that he was aware this might lead to customer purchasing decisions being affected.

In the interview, Lee also shared steps taken by the airline to intensify its aircraft maintenance and inspections, as well as to address engineering issues and service gaps.

His interview with the national paper, said Hilary Davies, managing director for W Communications Singapore, spoke volumes to help with public perception. It also shows the brand as an agile one, ready to act on issues. “Having [the CEO] front the communications around these updates speaks volumes, showing this isn’t just hot air. However having taken a step into the spotlight, Lee will need to remain visible to truly build and maintain public trust,” added Davies.


Sorry, we messed up: Scoot CEO Lee Lik Hsin

Strong headwinds have hit Scoot, Singapore Airlines' budget arm, after a string of flight disruptions. In his first interview on the subject, Scoot chief Lee Lik Hsin tells Senior Aviation Correspondent Karamjit Kaur he is determined to win back consumer confidence.

Scoot messed up. Mr Lee Lik Hsin admits it, knows his customers are upset and is determined to regain their trust and confidence.

He stressed this repeatedly during a two-hour interview with The Sunday Times in his office at Changi Airport on Thursday.

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Recent Scoot flight delays
Above: Passengers on Flight TR899 were supposed to depart Taipei on Dec 30 at 4.10pm, but arrived in Singapore only on Jan 1 due to an electrical component defect.PHOTOS: ALI MCMANUS/TWITTER, LIANHE WANBAO READER

A Singapore-Bangkok flight was delayed at Changi Airport for nearly seven hours due to a technical issue with the aircraft.

Travellers on Flight TR616 were eventually transferred to a replacement aircraft but the return Bangkok-Singapore flight was also delayed for about six hours.

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SIA-owned Scoot draws flak from Indian customer after checked luggage goes missing

Scoot, a budget airline owned by Singapore Airlines (SIA), has drawn flak from a customer after his checked luggage went missing.

Facebook user Arun Somasekharan, an Indian national, took a Scoot flight to Thiruvananthapuram – the capital of Kerala – but was informed that his checked luggage had been sent to Hyderabad, the capital of Telangana – a different state altogether.

Reporting the matter on Scoot’s Facebook page, the netizen wrote that he was “made to run [from] pillar to post every day for the past 1 week” before his baggage was found by baggage services after an eight-day wait.

related: Scoot promises to improve customer service after several flight disruptions

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Singapore Scrambles F-15SG Jets to Escort Scoot Passenger Plane Amid 'Bomb Scare'
Representatives of the carrier Scoot specified that the incident took place on an Airbus 320 en route to Singapore from Cebu, Philippines

Two F-15 fighter jets belonging to Singaporean air force were scrambled to escort a passenger aircraft operated by the local carrier Scoot due to an emergency; it was reported that a bomb had been planted on board, the city-state's Minister of Defence Ng Eng Hen said on his Facebook page on Sunday.

An inspection of the aircarft revealed that the reported threat was a false alarm.

The plane carried 144 passengers and 6 crew members, none of whom sustained any injuries.

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Ng Eng Hen June 2 at 6:15 PM

Two The Republic of Singapore Air Force’s F-15SGs scrambled to escort an inbound FlyScoot plane from Cebu after a bomb scare, but it turned out, after investigations, to be a false alarm.

The SAF takes every threat as real and seriously, until proven otherwise. The RSAF will stay ever vigilant.

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Singaporean fighter jets scrambled after bomb threat on Scoot flight

Two Republic of Singapore Air Force F-15SG jets were scrambled to escort a Scoot flight from Cebu to Singapore yesterday following a bomb threat.

It was later discovered to be a hoax. A 13-year-old boy who was on the flight is allegedly behind the bomb scare.

In a Facebook post on the incident, Defence Minister Ng Eng Hen said: “The SAF takes every threat as real and seriously, until proven otherwise. The RSAF will stay ever vigilant.”

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Bomb scare on flight from Cebu to Singapore turns out to be hoax

Two F-15SG fighter jets from the Republic of Singapore Air Force (RSAF) were scrambled to escort an inbound Scoot flight from Cebu on Sunday (June 2) following a bomb scare.

Singapore's Defence Minister Ng Eng Hen said in a Facebook post at 6.15pm that the two jets were sent to escort the plane. The bomb scare was later identified as a hoax.
"The Singapore Armed Forces takes every threat as real and seriously, until proven otherwise. The RSAF will stay ever vigilant,"
A Scoot spokesman confirmed that there had been a "security threat" on its flight TR385, from Cebu to Singapore.

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Singapore jets escort plane after bomb hoax

Two Singapore fighter jets were scrambled to escort an incoming passenger plane over a bomb threat which turned out to be a hoax, officials said on Monday.

There were 144 passengers on board the Scoot flight TR385 from Cebu in the Philippines on Sunday when police were alerted to a security threat, reports the BBC. Scoot is a low-cost airline owned by Singapore Airlines.

A 13-year-old unidentified male passenger was allegedly behind the hoax. He is currently assisting police with the investigations, said the reports.

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Scoot Airways flight with 161 people on board makes emergency landing in Chennai

A Scoot Airways flight on Monday made an emergency landing at Chennai airport at around 3:40 am today after the pilot detected smoke in the aircraft cargo.

The Singapore-bound Scoot Airways flight TR 567 was flying from Trichy with 161 passengers and crew members on board.

“Singapore–bound Scoot Airways Fright TR 567 flying from Trichy (Tamil Nadu) made an emergency landing at Chennai airport after the pilot detected smoke in the aircraft cargo at around 3.40 AM today. The pilot had requested an emergency landing, which was granted by the ATC,” an airport official said.

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Pilot detects smoke in aircraft cargo, makes emergency landing with 161 passengers

A Singapore-bound Scoot Airways flight made an emergency landing at the Chennai airport in the early hours of Monday after the pilot detected smoke in the aircraft cargo. All the 161 passengers and crew members were safe.

"Scoot flight TR567, operating Tiruchirappalli-Singapore on 20 May 2019, was diverted to Chennai International Airport, as a precaution, due to a cargo smoke warning trigger," the airline's spokesperson said in a statement. The aircraft landed safely at approximately 3:41 am and was grounded for an investigation. Preliminary assessment indicated a false warning, the spokesperson added.

"Scoot will mount a replacement flight to Chennai, subject to regulatory approval, to transport customers back to Singapore," the spokesperson said.

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Scoot flight bound for Singapore diverted to Chennai due to cargo smoke warning

According to news reports, a Scoot flight that was bound for Singapore on Monday, May 20, was diverted to Chennai International Airport.

This was due to a cargo smoke warning being triggered mid-flight.

The Airbus A320 aircraft, which had 165 passengers on board, was travelling from Tiruchirappalli in India.

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Singapore-bound Scoot flight diverted to Chennai after smoke alert triggered

A Scoot flight bound for Singapore was diverted to Chennai International Airport on Monday (May 20) after a cargo smoke warning was triggered.

Flight TR567, travelling from Tiruchirappalli in India, was diverted as a precaution, said Scoot in a statement.

The Airbus A320 aircraft, with 165 passengers on board, landed safely in Chennai at about 3.40am local time.

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Scoot flight from Bengaluru to Singapore delayed after 'verbal security threat'

A Scoot flight from Bengaluru to Singapore was delayed for almost 14 hours on Tuesday (Apr 23) due to a "verbal security threat".

A Scoot spokesperson said flight TR573 was scheduled to depart at 1.20am local time.

"Due to a verbal security threat, a passenger had to be removed from the flight by airport security.

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Scoot flight from Bengaluru to Singapore delayed due false security threat, 173 passengers affected

A Singapore-bound Scoot flight from Bengaluru, India, was delayed for almost 14 hours after a false security report was released.

Flight TR573 was supposed to depart from the south Indian city of Bengaluru at 1:20 am local time on April 23 (Tuesday), but due to a verbal security threat, the flight was tentatively rescheduled for take-off 14 hours later.

“Due to a verbal security threat, a passenger had to be removed from the flight by airport security,” said a Scoot spokesperson.

related: Scoot flight makes emergency landing at Chennai due to smoke warning

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Scoot flight from Singapore to Taipei experiences drop in cabin pressure, oxygen masks activated

A Scoot flight from Singapore to Taipei on Sunday (March 24) experienced abnormal cabin pressure during the plane's descent, resulting in the activation of oxygen masks.

Flight TR996 landed at 1.15pm at Taipei Taoyuan Airport.

A female passenger who was travelling with her child reported that her infant vomited during the descent, said a Scoot spokesman in response to queries from The Straits Times.

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Scoot flight from Taipei to Singapore delayed for over 10 hours

Scoot passengers travelling from Taipei to Singapore were stuck at the Taoyuan International Airport for more than 10 hours on Sunday (March 24) after they were told that their flight was delayed due to a technical problem.

The Singapore bound flight, TR997, was originally scheduled to depart Taipei, Taiwan, at 2pm local time, but passengers were informed by staff about 30 minutes before takeoff that the flight had been rescheduled to 12.45am on Monday morning.

Responding to queries from TODAY, a Scoot spokesperson said that the preceding Flight TR996 from Singapore to Taipei had been grounded at the Taoyuan International Airport for investigations after oxygen masks were activated during the flight’s descent.

related:
S’pore-bound Scoot flight from Greece delayed 2 days, passengers stranded
Technical issue delays second Scoot flight in two days, this time by 29 hours

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Scoot's Taipei-Singapore flight turned back due to 'slight vibrations' on board; passengers affected by 18-hour delay

More than 160 passengers on a Singapore-bound Scoot flight from Taipei were affected by a flight delay that saw them return home about 18-and-a-half hours later than scheduled.

The 163 affected passengers landed in Singapore at 6.54pm on Wednesday (March 13), according to flight tracking site Flightradar24.

Scoot Flight TR993, which left Taipei's Taoyuan Airport at 7.36pm on Tuesday, turned back about one-and-a-half hours later.

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Scoot flight to Taipei experiences drop in cabin pressure, oxygen masks activated

On March 24 (Sunday), the oxygen masks on Scoot flight TR966 from Singapore to Taipei were activated while 37,000 ft above ground level.

According to Taiwanese news outlet ETtoday, the pilot said the plane experienced abnormal cabin pressure during descent which led to the release of oxygen masks.

In another article published by The Straits Times, it was reported that the plane’s descent caused unease and vomiting to an infant.

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356 passengers on delayed Scoot flight from Taipei to Singapore return 2 days later than expected
Passengers of the delayed Scoot flight at Taipei Taoyuan Airport on Dec 31, 2018.PHOTO: W.L. XIE

Passengers on a Scoot flight from Taipei to Singapore returned home two days later than expected.

Flight TR899 was supposed to depart on Sunday (Dec 30) at 4.10pm.

However, due to an electrical component defect, the flight had to be grounded while replacement parts were flown in from Singapore, said a Scoot spokesman.

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Scoot’s unfortunate New Year delay: How to communicate during a heated situation


Scoot hasn’t had the smoothest take off (or landing) to this year. At the tail end of December, one of its flights departing Taipei on 30th December 2018 at 4.10pm was unfortunately extensively delayed for two days to 1st January 2019 early in the morning, causing 356 passengers to alter their New Year’s plans.

As expected, the delay was met with unhappiness and was further aggravated as customers, according to The Straits Times, were told to source for their own hotels as nearby accommodations were  unavailable. In the same article, a passenger interviewed by the media expressed her unhappiness over the lack of communication from the airline and said there were “not many updates” from the airline.

Scoot however told The Straits Times  that at that point, the brand’s priority was for the safety of passengers as it was arranging for for two rescue flights to ferry back affected passengers. The airline also said that the affected passengers were provided with meal coupons and confirmed that passengers were asked to seek own accommodation as the hotels near the airport were said to be have no vacancy. The airline added that reimbursement will be offered to those passengers as well as a SG$100 Guest Promise Voucher.

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Damaged windshield forces Scoot flight to Gold Coast to turn back to Changi

A Scoot aircraft bound for Gold Coast was forced to turn back to Singapore midway through the flight early on Wednesday (Jan 30) morning, after the front windshield "sustained some damage", the company said.

The B787 Dreamliner, carrying 341 passengers, took off at 10.20pm from Singapore on Tuesday but was forced to turn back three hours later.

"Flight TR6 ... sustained some damage on the exterior of the front windshield during the flight," Scoot told Channel NewsAsia.

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Scoot flight turned back to Changi Airport due to weather radar fault

A Scoot airplane was forced to turn back to Changi Airport less than an hour into its flight to Melbourne on Tuesday (Jan 8) due to a fault in its weather radar.

Responding to Channel NewsAsia's queries, the airline said the Boeing 787-8 landed back in Singapore at about 12.49pm - just 48 minutes after take-off.

"Due to a fault detected with the aircraft's weather radar component after take-off, Scoot flight TR24 scheduled to depart Singapore for Melbourne on 8 January at 11am local time had to turn back to Singapore after 48 minutes into the flight," said Scoot.

related:
Scoot passengers stranded in Taipei on New Year's Eve after flight delayed
"Never again" - Scoot passengers arrive in Singapore after 56-hour delay

read more

295 passengers affected after Scoot flight from Melbourne to Singapore cancelled due to technical issues

Two hundred and ninety-five passengers on a Scoot flight from Melbourne to Singapore were left stranded for at least five hours on Sunday (Jan 27), after their flight was cancelled.

Flight TR19 was due to leave Melbourne at 1.20pm locally, and was supposed to arrive in Singapore at 6.45pm local time.

In response to queries from The Straits Times on Sunday, the budget airline said that TR19 had to be grounded in Melbourne Airport for rectification works due to a technical issue.

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Scoot flight to Bangkok delayed 7 hours at Changi Airport due to technical issue

Passengers on a Scoot flight to Bangkok on Sunday (Nov 25) were stranded at Changi Airport for nearly seven hours due to a technical issue with the aircraft.

Flight TR616 was due to depart the airport's Terminal 2 at 5.30pm, but took off only at 12.28am, after travellers were transferred to a replacement aircraft.

As a result of this, the return Bangkok-Singapore flight was also delayed for about six hours.

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Scoot passenger whose use of ‘bomb’ word on flight sparked security scramble fined S$4,500

A 41-year-old Scoot passenger who told an air stewardess that he had a bomb in his oversized carry-on luggage, and delayed the flight for close to five hours was fined S$4,500 — close to the maximum prescribed sentence for causing alarm — on Tuesday (Oct 2).

Hsu Chun Meng, a Singaporean assistant manager, claimed he had made a casual remark on the Singapore-Hat Yai flight on April 5 as he was unhappy that he was told to check in his luggage, which could not fit into the overhead compartment above his seat.

But his use of the word "bomb" sparked off an elaborate security protocol that saw the Scoot pilot report "Mayday" to the Malaysia Control while in mid-air and Republic of Singapore Air Force (RSAF) fighter jets scrambling to escort the plane back to Changi Airport.

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Man fined $4.5k for bomb hoax on Scoot flight

Unhappy at being told that he had to check in his carry-on bag, a 41-year-old man on board a Scoot flight said that he had a bomb in the bag.

This led to the Hat Yai-bound plane being forced to turn back to Singapore, and Republic of Singapore Air Force (RSAF) fighter jets being scrambled to escort it.

Yesterday, Hsu Chun Meng was fined $4,500 for breaching the Protection from Harassment Act by using threatening words to cause alarm.

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Scoot Plane Took Flight Despite Staff Worries Over Bomb in Passenger’s Hand Luggage

A man who was believed to be carrying a bomb in his hand luggage did not have his bag checked, and wasn’t ejected from a Scoot plane while it was still grounded.

Instead, it was only after the plane carrying 179 passengers took off and the pilot was alerted to the situation that a May Day call was made mid-flight and the plane was re-directed back to Changi Airport.

The man, 41-year-old Singaporean Hsu Chun Meng turned out to be joking because he wasn’t happy with the attitude of a Scoot air stewardess.

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Why did Singapore-bound Scoot flight made emergency landing at Chennai airport?

A Singapore-bound aircraft carrying 170 people made an emergency landing at the Chennai airport on Monday, May 20, after experiencing a 'spark' in the engine. Coming from Tiruchirapalli, the flight made a hard landing, according to airport officials. Nobody was injured in the incident as the flight landed safely, reports news agency PTI.

The 'spark' was detected by the pilots while the plane was still in the Indian airspace. Immediately, the pilots contacted the Chennai airport for an emergency landing. Permission was granted and firefighters were put on standby, officials said.

"Singapore-bound Scoot Airways flight TR 567 flying from Trichy (Tamil Nadu) made an emergency landing at Chennai airport after the pilot detected smoke in the aircraft cargo around 3.40 am today [Monday]," an unidentified airport official told PTI. "The pilot had requested an emergency landing, which was granted by the ATC [air traffic control]."

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'Never again': Scoot passengers arrive in Singapore after 56-hour delay
Scoot passengers, including Singaporeans, stranded at Athens International Airport on Dec 19, 2018 due to a flight delay. (Photo: CNA reader)

Disgruntled Scoot passengers who were stuck in Athens for nearly three days after a 56-hour flight delay were relieved to be back in Singapore on Friday (Dec 21) but expressed anger over the airline's handling of the situation in Greece.

Scoot flight TR713 had been scheduled to depart Athens at 11.20am local time on Tuesday (5.20pm Singapore time). There were 321 passengers, including multiple Singaporean families, on board.

But the flight was delayed at least three times and eventually departed Athens on Thursday, 7pm local time, arriving in Singapore close to noon on Friday.



321 Scoot passengers stranded in Athens for second day due to multiple flight delays

More than 300 passengers on a Singapore-bound Scoot flight remain stranded in Greece for a second day after a technical fault on the Boeing 787 plane led to multiple delays.

The passengers, including Singaporeans and those transiting in Singapore, took to social media to complain about having to board and disembark the plane several times.

In response to queries, a spokesman for the budget carrier said that Flight TR713 was originally due to depart Athens at 11.20am on Tuesday (Dec 18) but met with a delay due to "operational considerations arising from equipment limitations".

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Scoot passengers stranded in Bangkok for almost 24 hours
Passengers swarm around the Scoot counter in Bangkok's Don Mueang Airport after their flight TZ297 to Singapore was delayed. (Photo: Raymond Foo)

Passengers on a Scoot flight from Bangkok to Singapore were stranded for almost 24 hours from Friday night (Jun 30) after the flight was grounded for troubleshooting.

Flight TZ297 was scheduled to depart Bangkok at 10.55pm Bangkok time (11.55pm Singapore time) on Friday.

However, it "experienced an issue with the aircraft air-conditioning and pressurisation system" and was grounded in Bangkok for further troubleshooting as a result, an airline spokesperson said in response to Channel NewsAsia's queries.


Latest S’pore to Taipei Scoot flight incident is 12th major disruption in 5 months
Oxygen masks deployed by pilots as precautionary measure

Scoot has revealed that the activation of oxygen masks on board flight TR996 on Sunday, March 24 was initiated by its pilots. Flight TR996 was travelling from Singapore to Taipei when it experienced abnormal cabin pressure during descent.


Passengers were not informed about the exact nature of the difficulties until now, two days after the incident occurred.


CNA reported this latest incident is the 12th known major flight disruption caused by aircraft technical issues that Scoot has experienced in five months since November 2018.


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Pilots’ decisions contributed to loss of cabin pressure on flight TR996: Scoot
Oxygen masks activated on Scoot flight TR996 during landing at Taipei's Taoyuan International Airport. (Photo: 8WorldNews/张福麟)

Singapore Airlines’ budget arm, Scoot, has revealed that the activation of oxygen masks on board flight TR996 on Sun (Mar 24) was initiated by its pilots.


In a statement to Channel NewsAsia, Scoot said that “preliminary investigations indicated that the operating pilots made some procedural decisions in the descent phase of the flight that contributed to a slight loss of cabin pressure”. The pilots were flying an Airbus A320-200 from Singapore to Taipei, when the incident occurred.


The latest incident is among a string of at least 12 major flight disruptions caused by aircraft technical issues that Scoot has experienced since November last year.


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SIA and CAAS should look into long flight delays by Scoot

I refer to the news report on the latest flight delay by Scoot which saw passengers stranded for over two days in Greece due to a technical fault. This marked the third such significant delay of a Scoot flight in four weeks. All had similar characteristics - technical fault, communication shortfalls and long remedy periods – plus pro forma responses from the operator.


Surely these should be raising red flags to parent company Singapore Airlines and to the aviation regulator, the Civil Aviation Authority of Singapore.


There are several observations that are concerning. First, Scoot is not using antiquated aircraft. These are modern and fairly recent acquisitions. To have so many suffer various technical faults in a short period is surely concerning.


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Scoot to retrain pilots of Taipei flight whose decisions led to drop in cabin pressure

Singapore budget carrier Scoot will be retraining the pilots who operated Flight TR996 from Singapore to Taipei on Sun (Mar 24), after their decisions led to a drop in cabin pressure and the activation of oxygen masks.


In a statement to The Straits Times on Tuesday, Scoot said preliminary investigations revealed that the pilots had made some "procedural decisions" while the plane was descending that contributed to a slight loss of cabin pressure.


While the flight would have continued on safely, the pilots nevertheless decided to deploy the oxygen masks as a precautionary measure, Scoot added.


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Latest Scoot flight incident is 12th major disruption in 5 months
Oxygen masks deployed by pilots as precautionary measure

Scoot has revealed that the activation of oxygen masks on board flight TR996 on Sunday, March 24 was initiated by its pilots. Flight TR996 was travelling from Singapore to Taipei when it experienced abnormal cabin pressure during descent.


Passengers were not informed about the exact nature of the difficulties until now, two days after the incident occurred.


CNA reported this latest incident is the 12th known major flight disruption caused by aircraft technical issues that Scoot has experienced in five months since November 2018.


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Second Flight Delay In Two Days

Barely a day after a Bangkok-bound Scoot flight from Changi Airport was delayed by 7 hours, passengers on another flight by the airline were hit by another delay on Mon (Nov 26), this time by 29 hours.

Flight TR869 was scheduled to depart from Bangkok’s Don Mueang International Airport for Singapore at 4:25pm on Monday, but was retimed to 10:10pm on Tuesday.


The airline said the plane was scheduled to depart from Tokyo for Singapore via Bangkok, when it encountered technical difficulties.


read more

Full Coverage:
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'We're not perfect':Scoot seeking to regain customer confidence recent
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Singapore-bound flight makes emergency landing at Chennai
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