Budget airline Scoot has been flagged by the Consumers Association of Singapore (CASE) as the sole carrier, out of four examined, which does not provide refunds for duplicate or double online bookings - a finding that was refuted by Scoot.
According to CASE, three other airlines - Jetstar Asia, AirAsia and Tiger Airways Singapore - offer a full refund as long as certain conditions are met, even though they have different policies on this.
From 2010 to last month, CASE handled about 23 cases of duplicate or double booking caused by human or computer system error. They comprised about 10 per cent of all complaints against budget airlines.
Jetstar had the most cases at nine, while Scoot had the least at three, according to CASE Executive Director Seah Seng Choon.
"Consumers should have the opportunity to revise their decision, especially if it was an honest mistake," he added.
CASE said it approached Scoot in January this year and requested the carrier to revise its no-refund policy for double bookings.
According to CASE, Scoot indicated it would review its system.
In response to CASE's statement, Scoot pointed out that its policy is the same as Tiger's.
"As long as the names, flights and travel dates are identical, one of the bookings will be refunded," said the Scoot spokesperson.
Scoot said it has several measures to prevent consumers from double booking by mistake, including a 12-hour grace period during which guests can review and amend their itinerary receipt without penalty.
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