S'pore pet groomer, 45, has S$2,000 scissors confiscated after Scoot counter staff wrongly tells her to put them in carry-on

A Singaporean who was travelling to Shenyang was left devastated after she was told to dispose of her seven pairs of pet grooming scissors, worth over S$2,000, at Changi Airport.

The woman, Lim, works as a pet groomer and was headed to China for a grooming conference.

She had tried to check in her scissors at the Scoot counter, but was told by staff that she would have to bring them in her carry-on luggage instead.

But when she tried to go through security, she was told that scissors have to be checked in.

She was hence forced to dispose of all seven pairs.

"My whole trip was ruined," the 45-year-old told Mothership. "I was happily looking forward to this trip to upgrade my grooming skills, and ended up losing all my scissors when it's not my fault at all."

In response to Mothership's queries, a Scoot spokesperson confirmed that their staff had wrongly advised the customer at check-in.

"Scoot sincerely apologises for the inconvenience caused," the airline said.

It clarified that sharp objects are indeed prohibited in cabin luggage and must be checked in.

Wrong information

The incident happened on May 17 at around 1am.

Lim had packed all her seven pairs of scissors in a small case into her check-in luggage.

Before handing over the luggage, she "specifically declared" the scissors to the counter staff, as she wanted to comply fully with luggage regulations.

She even opened up the bag to show them to the staff, she said.

"However, we were instructed by the Scoot staff that the scissors were not allowed in checked luggage and had to be hand-carried instead," she recounted.

Confused, but believing the staff's instructions, she complied.

"Because of her wrong information, the start of my trip became a nightmare."

Pleaded with staff

But before boarding the plane, Lim was stopped by security and informed that scissors need to be checked in and cannot be carried in cabin luggage.

She was told that she would have to dispose of all seven pairs, she said.

Panicked, she argued that the counter staff had told her to pack them in her carry-on, and pleaded for them not to dispose of the scissors.

She also asked if they could keep the scissors so her family members could collect them in her stead.

But they allegedly refused.

Lim was left with an ultimatum: To board the plane, or to keep the scissors but miss her flight.

In the stress of the moment, she ended up agreeing to dispose of her scissors, she said.

"At that moment, I couldn't think clearly... I should have saved the scissors," she said.

Compensation

Scoot has since contacted her and apologised for providing the wrong information.

An investigation is now ongoing, and they have reached out to ask for receipts of the scissors for assessment, according to an email by Scoot, seen by Mothership.

But Lim explained that some of the pairs are "priceless" as they have sentimental value to her.

Two pairs were given to her by a close friend who has already passed on, while another was from her late god-daughter.

The oldest pair was 13 years old, which she'd cherished and maintained painstakingly, she said.

They are hence irreplaceable, she explained.

"But there's nothing else they can do."

Scoot's response

Lim said she plans to write in to Scoot, to get clarity on whether they actually disposed of the scissors.

Rather than monetary compensation, she says, she just wants to be reunited with her precious scissors.

In response to Mothership's queries, Scoot said it is aware of the incident.

"We have investigated this incident and confirm that incorrect advice was provided to the customer at check-in.

We have since taken action to address this matter with our ground handling partner."

The airline also reminded passengers that sharp objects are prohibited in cabin luggage, a reminder that Lim echoed.

She hopes that other people will be aware of the rules, and not end up in similar unfortunate circumstances.

"I am just so stupid and unlucky... If I knew the rules, I would have stood firm at the check-in [and insisted] that the scissors needed to be checked in."