An angry customer with FlyScoot has just sent us a complaint letter. She claims that a payment to the airline company went through without her authorization on 16 March but no one from Scoot has bothered to reply to her.

Read her complaint letter here.

“Dear FlyScoot,

I have no idea how you manage to come this far despite the many complains that I have seen on your page Facebook page. You do not even have a proper email for your consumers to turn to, your hotline are apparently there for people that have got nothing better to do to call as the waiting time can last up till 45 mins, unanswered. I have no idea how long that call can hold but I have no intention to find out.

I have a payment which went through without my authorization on 16th March
2017, it is very disturbing as I realize from your Facebook page it is quite
a common issue and you do not seem to have any intention of resolving it. I
am now writing this post as it has been more than 10 days since my first
email to you (really? 10 working days just to respond?).

After speaking with Jiana (her name came up in one of the posts from your
customers but why am I not surprised?) and letting her know I did not enter
my OTP, she said not all transaction requires OTP. Yes, I agree, however,
THIS particular transaction required me to enter the OTP. She then proceed to
tell me “If you don’t intend to transact this transaction, why proceed all
the way to OTP page?”, WOW. While scrolling through, I found one of your team
member responding to a unhappy consumer regarding final payment will only be
shown after (I have attached a screenshot), really?

Also, your system is going haywire, I am getting 3 different figures on the
Itinerary Details? Are some of your employees pocketing these monies? How do
you manage to get past your audit checks? Is this consider fraud? Hmm…

And please do not mislead your consumers by selectively showing when you want
to include the Transaction Fee, only to show it in the final payment that is
not reflected when we have agreed to proceed with payment.

Please get back to me ASAP with a proposed solution. (It has been more than
10 days and no one is picking up the phone, why has it become the consumers’
responsibility to follow up and make sure things get done when you are the
one screwing up everyone’s schedules and flights?)

Yours sincerely,
A pissed off customer

P.S. Thank you Ariff from DBS Bank. Living, Breathing Asia for the help and
your willingness to follow through with this case.”

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