Missing Baggage, Weeks of Delays, and SGD 3.51 Compensation

I am extremely disappointed with the way my baggage delay claim has been handled by Scoot and, by extension, the Singapore Airlines group.

I travelled to Bali on a Singapore Airlines booking with a Scoot-operated connecting flight via Singapore. We were a group of three travellers, and upon arrival in Bali on 11 May 2026, only one person received their luggage. Two of us, including myself, did not receive our bags.

After spending more than three hours going through immigration and visa procedures, we discovered our baggage was missing. We immediately reported the matter at the airport and were issued the necessary reports.

Because I had no cer*****y about when my baggage would be returned, I was forced to make emergency purchases of essential items upon arrival. These unplanned expenses amounted to approximately R1,900.

What frustrated me most was the lack of communication. After submitting the required information through the claims portal, I received virtually no meaningful updates. I only learned that additional information was allegedly required when I personally followed up at the airport a week later while checking in for my return flight.

After weeks of waiting, repeated follow-ups, and a disrupted holiday experience, Scoot has now informed me that their liability is limited to SGD 3.51 (approximately R37 at current exchange rates) and that no additional compensation will be considered.

To put this into perspective, the compensation offered is less than the cost of a cup of coffee and does not come close to covering the emergency expenses I incurred because my baggage did not arrive with me. It would not even reasonably cover the bank charges associated with processing the payment.

I was then asked to sign a Release and Discharge form accepting this amount as a full and final settlement.

I appreciate that airlines have policies regarding delayed baggage claims. However, the combination of the baggage delay, poor communication, prolonged claims process, and an offer of SGD 3.51 has left me feeling that neither the inconvenience nor the customer experience has been taken seriously.

I am sharing this experience in the hope that Singapore Airlines and Scoot will review how these cases are handled and provide a more customer-focused resolution process in the future.