Technical Support FAQ

Members
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Booking Confirmations
Connection/Session Difficulties
Security
System/Browser Requirements
How do I activate Java and JavaScript?
Enabling Cookies
 
Booking Confirmations
I didn't receive a booking confirmation after payment. Was my Internet booking successful?
If you do not receive the booking confirmation screen for your online purchases, please log in to your account, go to the Flights & Fares page, and select 'My Bookings'. A list of your Internet bookings with their booking references will be displayed. Alternately, you can contact our Singapore Airlines reservations offices and quote your name, flight number, and date of travel. They will be able to advise the status of your booking as well. Please find the contact details on the 'Contact Us' page.

Connection/Session Difficulties
Why do I see a blank page when I go to singaporeair.com to make a booking?
It could be a problem with your browser. You may wish to upgrade your browser to the latest version of Internet Explorer from the Microsoft website. If this still doesn't resolve the problem, you may wish to approach your Internet service provider or Internet technology support personnel with the information we have provided for further assistance.

What is a session timeout?
Once you begin making an Internet booking, there is a 20 minute time limit established for each page in the booking sequence. If you do not complete the page within the time limit, you will be required to start the booking process over. You also want to check that you have enabled cookies in your browser.

I received a time-out error or a Singapore Airlines error page. What do I do?
The Internet is a public network and is unstable or clogged up from time to time. This often results in time-out errors from websites when the data is not transferred in the allowed time. This feature helps to minimise the cost that you may have to pay for extended downloads. Singapore Airlines cannot control the rate of flow across the Internet or its stability. Please click the refresh button on your browser to re-establish the connection. If the page has expired, you are advised to re-enter the URL in the address field. If you were in the middle of payment when the error occurred, you can either attempt to retrieve your booking or call your local Singapore Airlines office for help.

Why am I getting 'System is Busy' and/or 'Please click here to return to start' error messages?
How do I reach Singapore Airlines’ technical support?
If you persistently encounter difficulties accessing our site, do send us your enquiry from the 'Contact Us' page and we will attempt to help. In some cases, assistance from your Internet Service Provider, PC vendor or network/LAN administrator may be required.

Why did I receive a corrupted Online Commercial/ Redemption Booking confirmation email? (for Japanese language users only)
It could be due to incorrect default character settings in your web browser. Please ensure that you are using the 'EUC_JP' character set.

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Security
What is encryption? How is it used to protect my information?
Encryption is a method of scrambling your information to protect its security during transmission across the Internet. Encryption protects your information against disclosure to third parties. Our website employs the 128-bit Secure Socket Layer (SSL), which is one of the strongest encryption technologies. All confidential online sessions between you and Singapore Airlines are protected up to a 128-bit encryption level.

What does 128-bit encryption do for me?
128-bit encryption is a more secured standard for protection of your information than the conventional 40-bit encryption included with the previous generation of browsers. This way it enhances the security of the information that is being transmitted between yourself and Singapore Airlines' systems.

How can I tell whether my browser supports 128-bit encryption?
To test your browser's encryption level, follow the instructions below. If you do not have 128-bit encryption, you will need to upgrade your browser so that you can fully enjoy the benefits of our site.

If you are using Microsoft Internet Explorer 6.x or higher:
  1. Select 'Help' from the Internet Explorer menu bar.
  2. Select 'About Internet Explorer' from the drop-down menu.
  3. The 'About Internet Explorer' dialog box will provide information on your browser version and encryption level.
How do I upgrade my browser and browser encryption?
Residents of U.S and Canada have 128-bit installed as default on their browsers. Residents of other countries can now obtain a 128-bit upgrade from their browser vendor, usually at no charge. Step-by-step instructions for how to do this appear on your browser vendor's download page.

To upgrade your Microsoft Internet Explorer browser or browser encryption, visit the Microsoft website.

How do I activate Secure Socket Layer (SSL) Version 3.0? (Note that any version below 3.0 will NOT be supported for the website)
If you are using Internet Explorer 6 or above:
  1. Click on 'Tools: Internet Options'
  2. Select 'Advanced' Tab
  3. Scroll down to 'Security'
  4. Check 'Use SSL 3.0'
  5. Click on 'OK'

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System/Browser Requirements
What are the system and browser requirements for the website?
We recommend the following requirements or a similarly configured machine to experience the full functionality of the website.

Windows users:
  • Windows 2000, Windows XP.
  • Internet Explorer 6 & Internet Explorer 7. The latest version of the browser can be downloaded from the Microsoft website.
  • Mozilla FireFox 2.
Mac Users:
  • Mac OS 10.5
  • Safari 3.0
  1. Click on Safari --> Preferences
  2. Click on Advanced
  3. Click on Change Settings
  4. Select WebProxy & Secure WebProxy
  5. update the WebProxy Server Name & Secure WebProxy Server Name & Port Number, Username & Password if applicable.
NOTE: However, all other browsers are not supported by the website. Should a new version of a supported browser be available, we will review the website configurations to support it.

What display setting should I use for this website?
Our website is optimised for viewing at a screen resolution of 800 x 600 pixels.

How do I check my browser version?
To check your version of Microsoft Internet Explorer:
  1. Start your browser.
  2. Select 'Help: About Internet Explorer' from the menu bar.
To check your version of Mozilla Firefox:
  1. Start your browser.
  2. Select 'Help: About Mozilla Firefox' from the menu bar.
To check your version of Safari:
  1. Start your browser.
  2. Select 'Safari: About Safari' from the menu bar.

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How do I activate Java and JavaScript?
For Internet Explorer version 6 or above:
  1. Click 'Tools'
  2. Follow by 'Internet Options...'
  3. Select the 'Security' Tab
  4. Click on 'Custom Level...' scroll down to 'Scripting' and ensure that 'Active scripting' and 'Allow paste operations via script' are both enabled.
  5. Click on 'OK'
For Mozilla Firefox 2 and above
  1. Open the Tools Menu and choose options.
  2. Select Content
  3. Click on “Enable Java” & “Enable Javascript”
For Safari
  1. From Safari select Preferences
  2. Under Security tick the check box to activate:

    3. Enable plug-ins
    Enable Java
    Enable JavaScript
  3. Close this window

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Enabling Cookies
How do I unblock Cookies?
For Internet Explorer version 6 or above:
  1. Click 'Tools'
  2. Follow by 'Internet Options...'
  3. Select the ‘Privacy Tab’
  4. Verify the slider to see where it is. If it is at ‘Block All Cookies’
  5. Move it down to ‘High’ or ‘Medium High’
  6. Alternatively can click on Sites.. above and then
  7. Add the ‘www.singaporeair.com’ as Always Allow in Per Site Privacy Actions.
  8. Another alternative is click on the Advanced.. and
  9. Set the ‘Override automatic cookie handling’ & ‘Always allow session cookies’
For Mozilla Firefox 2 and above.
  1. Open the Tools Menu and choose options.
  2. Select Privacy
  3. Select Cookies Tab
  4. Click on the check box “Allow Sites to set Cookies”.
  5. Click ok.
For Safari.
  1. From the Safari menu, click Preferences
  2. From the Security tab, under Accept Cookies, click to select Always
  3. Click Close

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