Travellers beware: Delays on budget carriers more likely, says expert

Travellers, be prepared for delays when flying on budget carriers.

Associate Professor Terence Fan, a transport specialist from the Singapore Management University, said that the operating model of these airlines lends itself to unpredictability.

The service of budget carriers have raised the ire of travellers after Scoot delayed Singapore-Perth flight TZ8 for more than 22 hours on Saturday.

Scoot cited a technical issue for the delay. (See report below.)

Affected passengers were outraged by the multiple delays and Scoot's subsequent compensation.

Prof Fan told The New Paper: "Budget airlines typically aim to maximise their fleet utilisation, possibly leaving little spare equipment for live swops.

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"Likewise, they also tend to maximise their crew utilisation such that any delays of several hours could push the crew's working hours beyond the predetermined limit."

This combination of factors means that budget airlines are not as well-equipped as their full-service counterparts in dealing with operational irregularities, explained Prof Fan.

"Also, full-service carriers tend to have reciprocal links with other full-service carriers such that in the event of serious delays, they can put their passengers on a partner airline's flight.

"Budget carriers are known not to practise such interline cooperation.

"It's a 'buyer beware' situation."

The outrage over Scoot's delayed flight is just the tip of the iceberg.

Numbers from the Consumers Association of Singapore (Case) indicate that aviation-related complaints have risen since 2012.

COMPLAINTS

Between January and May this year, Case received 34 complaints against both budget and full-service airlines.

Case's executive director Seah Seng Choon said: "In general, airlines would usually offer alternative transport arrangements for the consumers to get to their destination, usually on the next available flight, or travel vouchers as a form of compensation."

Passengers of TZ8 were given lounge access, and food and beverage vouchers at Changi Airport.

Scoot has also reached out to them with travel vouchers, said Scoot's chief executive officer Campbell Wilson

"Scoot has never shied away from the fact that low airfares come with a quid pro quo, which is that hotel accommodation is not assured in the rare event of disruption and that travel insurance is highly recommended," he added.

"These conditions are made known to and are acknowledged by every passenger at the time of booking."

Lawyer Raphael Louis of Ray Louis Law Corporation agreed, pointing out that Scoot's conditions of carriage absolve it from liability.

Scoot's conditions of carriage state: "Except as provided in a Convention or applicable law, we will not pay any costs or expenses you incur as a result of the uncontrollable delay or cancellation."

Mr Louis explained: "It's a contractual issue. Both parties have agreed to the terms, so it's difficult for the passengers to demand anything from Scoot.

"Their best bet is to insure themselves before travelling."

It's a 'buyer beware' sitatuation.

- Associate Professor Terence Fan, a transport specialist from the Singapore Management University, on budget flights