Scoot doesn't discriminate against any passenger

The below is a response from Scoot to the earlier letter from Mr Thomas Chan. Scroll down to read Mr Chan's original letter. Scoot's response is also published in The Straits Times' Forum pages. 

WE THANK Mr Thomas Nathan Chan Kim Yong for his feedback ("Airlines shouldn't discriminate against travellers with disabilities"; Tuesday). As per our conditions of carriage, Scoot will not allow a person who requires special assistance to travel without an accompanying guest, unless the person can travel safely without assistance or supervision.

As a low-cost airline, we do not have the systems, staff or facilities required to assume responsibility for such assistance. This is clearly outlined in the terms and conditions that must be accepted in order to purchase a ticket, and via the "special needs" link on our website home page, which also states that incapacitated persons, those with an illness or other people requiring special assistance should contact us at least three days before the scheduled departure. If we are not notified, it may not be possible to obtain third-party services at short notice.

Though we note Mr Chan's claim that his friend had called to inform us that he was a blind person travelling on his own, we have been unable to locate the telephone call from our recorded archive, nor was there a note in the booking to indicate that the request had been made. 

We had substantial correspondence with Mr Chan on this matter and, from the beginning, committed to give a full refund should the investigation reveal that we had made a mistake. As no evidence could be found that Mr Chan had informed us beforehand, or had an accompanying passenger in his booking, we offered to refund only the taxes we had collected on behalf of the airport and the government authorities.

We do not discriminate against any passenger. All passengers, including those with disabilities, are subject to and must agree to the same terms and conditions. To prevent such cases in future, we have highlighted the relevant clauses via links on our website home page and in the booking path itself, in addition to the final confirmation of acceptance at the point of purchase.

See Ling Ling (Ms)

Assistant Manager,

Marketing & Communications

Scoot