Singapore Airlines

Delay contingency plans to and/or from US airports

Delay contingency plans

For flights departing from and arriving at US airports

We’re committed to implementing the appropriate contingency plans when experiencing a delay at an airport in the United States of America (US).

 

Tarmac delay

  1. Aircraft will not remain on the tarmac at a US airport for more than four hours without providing passengers an opportunity to deplane (unless there is a security or safety issue).
  2. Exceptions may be made if:
    1. The pilot-in-command determines that there is a safety or security risk to deplaning passengers, such as a weather event or an air traffic control or government directive.
    2. Air traffic control advises that returning to the gate, or allowing customers to deplane at a location other than the gate, would significantly disrupt airport operations.
  3. Customers can be assured that Singapore Airlines:
    • will provide adequate food and potable water no later than two hours after the aircraft leaves the gate or touches down if the aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service;
    • will provide operable lavatory facilities and adequate medical attention while on the tarmac;
    • will notify passengers regarding the status of the delay every 30 minutes, including reasons for the delay, if known;
    • will notify passengers every 30 minutes that they may deplane, if this is actually possible;
    • has sufficient resources to implement the plan; and
    • has coordinated with airport authorities, US Custom and Border Patrol and US Transportation Security Administration personnel at each US airport the carrier serves, as well as its regular diversion US airports, to achieve disembarking passengers by 4 hours into a tarmac delay.

     

For flights departing from airports in China

We’re committed to implementing the appropriate contingency plans when experiencing a flight departure delay at an airport in China.

 

Tarmac delay

  1. Singapore Airlines will notify passengers regarding the status of the delay every 30 minutes, including reasons for the delay if known, estimated delay time and other flight information.
  2. Singapore Airlines will also provide operable lavatory facilities and adequate medical attention during the tarmac delay.
  3. For tarmac delay exceeding 3 hours or more with pre-determined specific take off timing, Singapore Airlines will liaise with relevant departments based on actual conditions to arrange for passengers to continue waiting for flight departure.
  4. Singapore Airlines will arrange for passengers to disembark from the aircraft when the following 3 conditions are all met at the same time. Otherwise, we will arrange passengers to wait onboard.
    1. Tarmac delay exceed 3 hours (including 3 hours)
    2. No confirmation of take off time
    3. To follow safety and security regulations
  5. Singapore Airlines will provide rebooking services to all affected passengers. Singapore Airlines will provide disability assistance like wheelchair and other services for passengers who required them.
  6. Singapore Airlines will engage with the relevant departments e.g. Airport, Ground Service Department to establish the specific take off timings for our flights.

 

Mass flight delay

  1. Singapore Airlines will notify passengers through our check-in counters, lounges, and boarding gates at China airports or via SMS, within 30 minutes of us learning of a delay, cancellation or diversion.
  2. Singapore Airlines will notify passengers regarding the status of the delay every 30 minutes.
  3. Singapore Airlines will engage with the relevant departments e.g. Head Office and Local Airport Departments during a mass flight delay. We will endeavour to notify passengers in a timely manner through different channels and deploy adequate manpower to meet the needs of passengers.
  4. In the event of a mass flight delay, Singapore Airlines will, to the best of our ability, provide meals, accommodation, rebooking assistance, baggage handling and transportation to the accommodation to mitigate inconveniences experienced by passengers resulting from such mass flight delays. Singapore Airlines will not be liable to carry out these mitigating efforts in cases where the flight cancellations, delays and misconnections arise due to factors beyond the airline’s control, for example, acts of God, acts of war, terrorism etc., but will do so on a best effort basis.
  5. Singapore Airlines will deploy staff to address feedback in Mandarin and English. Passengers can contact their local Singapore Airlines office with the contact information published on our website, or send their feedback or enquiry through our website.
  6. Singapore Airlines shall acknowledge a complaint within 7 working days (statutory holidays excluded) and provide a substantive response within 20 working days (statutory holidays excluded) of receiving it. Singapore Airlines will keep a record of the complaints and findings.

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