Forum: Seat change not communicated at check-in

I was on a recent flight back from Melbourne on Scoot TR019 with my husband and our two young children.

I had paid additional fees for priority boarding and to secure seats together as a family, especially because my son is on the autism spectrum and would need supervision throughout the flight. 

Check-in was slow and the flight was delayed by two hours without notification. At the boarding gate, I realised that my seat number was not what I had booked, and I had been moved to another seat.

In the aircraft, we realised the seat I had booked was faulty and marked with a “do not occupy” sign. I told the stewardess my children couldn’t be seated by themselves. The ground crew came on board and reiterated that the seat couldn’t be used.

Thankfully, two passengers agreed to change their seats and my husband and son sat together, in a row farther behind. My daughter and I sat with the “faulty seat” between us. 

I gave feedback to the airline that service starts on the ground and not just in the air. I was appalled there was no effort to communicate the seat change during check-in when it was obvious we were travelling with young children.

I used to be a fan of Scoot but this experience has changed things.

Pamela Ng