FlyScoot

The 3-strong service crew led by Iryan on Scoot flight TR431 from Kuching to Singapore on 20 April exhibited an appallingly dismal standard of customer service. I had injured my leg and was walking with a cane but had been allocated a seat in the 2nd last row. (Scoot's app is also very poor as confirmed by the senior crewmember, Iryan, when I mentioned it.) The app very annoyingly would not allow me to add a seat selection when checking in. Having thrice asked 2 members of the crew if I could be moved closer the front, I was assured by both that they would check & revert. When this failed to happen, I asked for the 4th time and was promptly told by Iryan that there were no available seats except for upgradable ones. When I informed him that I would be happy to pay for one of these, he said he would need to check (about what I do not know) and revert. Naturally, this failed to happen yet again. I then asked one of his colleagues to call him over. When he finally deigned to appear, I informed him that by failing to deliver what they promised every single time, they were adding insult to injury - which invariably results in poor customer experience. Iryan was surprisingly blasé and didn't seem to be at all bothered by this; almost as if receiving such complaints was a regular occurrence to be ignored. Intriguingly, as he mentioned that he had no idea what customer service training SIA crew received, I detected an ill-concealed smirk. Considering that Scoot is part of SIA (of which I have been a Gold Krisflyer member for well over 2 decades), this is most disappointing. I would've thought that they would select and train their frontline service staff - even for the low end Scoot - to reflect SIA's lofty standards to ensure positive customer experience. (In a world where consumers always have options, customer service is often what differentiates!) This is evidently not the case. Needless to say, I will be avoiding this airline like the plague in future. PS: (1) I never did hear from Iryan if there was an upgradable seat available (I highly suspect that there was). (2) iryan jovially pointed out that SIA's Krisflyer gold membership was worth nothing when flying Scoot.