If you’ve tried unsuccessfully to reach out to Scoot about flight changes and are getting frustrated, here’s something that could help. The low-cost carrier today announced that customers will now be able to process refunds themselves via the Scoot website. This applies to all bookings made on or before Mar 15, 2020, for travel dates until May 31, 2020.

Scoot’s enhanced ‘Manage my booking’ portal now includes a self-service refund button that allows customers to submit their refund requests. Refunds will be in the form of Scoot travel vouchers, and will be processed within 30 business days.

Customers who booked directly with Scoot — via their website, mobile app or WeChat mini booking site — between Mar 31 and May 31 get a one-time free date change. This can be used for travel up till Mar 31, 2021, up to four hours before scheduled flight departure time. Fare differences will still be charged.

However, customers who booked flights through a third-party booking system will have to contact the relevant channel or agents for assistance.

From Mar 17, Scoot’s call centre based in the Philippines, which provides English, Japanese, Korean, Bahasa Melayu, Bahasa Indonesia, Vietnamese, Thai, and Tamil language support, has had to suspend operations as a precautionary measure by the Philippines government.

So what are your options then? Manage your own bookings via the self-service portal, or contact Scoot via an online feedback form, Facebook Messenger or Weibo page.

Scoot’s self-service refund portal is at https://makeabooking.flyscoot.com/manage.