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AIRPORT & TRANSITS

 

 

Last updated: 01 November 2016

 

CHANGI AIRPORT

 

Q) Can passengers enter Singapore during their transit at Changi Airport?

A) Yes, passengers are allowed to enter Singapore during their transit as long as they have the valid travel documents (passport, visa etc).

 

Visit the Immigration & Checkpoints Authority (ICA) website for further information on entry requirements into Singapore.

 

Q) Do passengers need to pay airport tax when they enter Singapore?

A) Yes, this is collected in passengers’ ticket at time of issue. To visit the Immigration & Checkpoints Authority (ICA) website for further information on entry requirements into Singapore click here.

 

Q) Is there a place for passengers to leave their luggage whilst they walk around the Airport or in the city?

A) Yes, passengers can leave their baggage at the Left Baggage counter located in all terminals. A charge applies and baggage should be secured with a lock.

This service is available at:

 

Terminal 1

Departure Transit Lounge East, Level 2

Basement West, Public Area

 

Terminal 2

Departure Transit Lounge South, Level 2

Arrival Hall North, Public Area, Level 1

 

Terminal 3

Departure Transit Lounge North

Basement 2 South

 

Q) What is the Minimum Connection Time?

The minimum connection time out of Changi for a SQ-SQ or a SQ-MI connection is 50 minutes. Agents should always refer to their GDS.

 

A passenger transfers at Changi with a 5-hour transit before their next flight. They intend to use the Transit Hotel. Can they collect their baggage for their

stay at the hotel?

 

Passengers are not allowed to retrieve their baggage during their transit. Hence, they should put all the items they would require for their stay at the transit hotel in their hand carry bags.

 

For more information click here

 

CHANGES

 

 

• A change is a routing / date / flight modification when more than one fare component is affected.

 

• Changes are permitted providing subject to availability and fare conditions. For changes to a higher season or higher class, the higher fare must apply. Changes to inbound dates are permitted providing within the validity of the ticket.

 

• Reissues

 

GDS should be used as guide.

 

For changes made from 11 April 16 on/after irrespective when the ticket was issued:

Before Departure - change to outbound OR change to inbound:

All fares should be reassessed to fares that are currently in the market and re-issued collecting any additional in fare and taxes (all RBDs). The new fare value must be equal or higher.

 

Note: most restrictive conditions would apply for Seasons/Min Stay/Max Stay/TTL/Stopover/Sales Restrictions/Travel Restrictions/Cancellations 

 

After Departure:

Use historical fares - original fare rules will apply.

 

• Market fares - please follow applicable fare sheet conditions.

 

• For all other fare types, please follow applicable fare sheet conditions.

 

• Re-routing is a voluntary change requested by the passenger on the same or higher booking class.

 

• Re-routing is also an involuntary change, done by the airline. Please contact your local SIA office.

 

• In cases of no-show, a fee applies, unless proof of cancellation for the reservations on affected ticket before scheduled flight departure time is provided. Please follow applicable fare sheet conditions.

 

CHECK-IN

 

 

Last updated: 08 OCTOBER 2015

 

Important Note

 

• All information given is applicable to flights on Singapore Airlines out of London Heathrow and Manchester only.

• Please contact the operating carrier for other flights.

• For passengers with onward sector fares issued on a separate ticket please not that it is at check-ins’ discretion as to whether bags are through-checked to final destination.

• Passengers with domestic/Virgin Australia add-ons will be through checked to final destination.

 

CHECK-IN OPTIONS

 

Internet Check-in:

 

• 48 hours until 2 hours before departure.

• Passengers will require: passport details of all passengers, Singapore Airlines vendor locator (PNR) or passport number (if indicated in PNR) or ticket number.

 

Mobile Check-in:

 

• 48 hours until 2 hours before departure.

• Available for iPhones and Android smartphones.

• Passengers to check in on the mobile app and scan the mobile boarding pass at the boarding pass control point and the gate.

 

For more information, click here.

 

SMS Check-in:

 

• 48 hours until 2 hours before departure.

• For PPS/KrisFlyer members and registered users click .here

 

Airport Check-in:

 

• London Heathrow Airport, Terminal 2, Zone A.

• Manchester Airport, Terminal 2.

• Day of departure: check-in opens 3h 30mins before departure and closes 45 mins before departure.

 

CHECK-IN TIMES / AIRPORT ARRIVAL GUIDELINES

 

Applicable to all cabin classes for all scheduled departures.

• Check-in: 2 1/2 hours before departure.

• 60 minutes to departure: proceed to boarding.

• 45 minutes to departure: check-in closes.

 

FAST Check-in at Singapore Changi Airport Terminal 2 

 

Singapore Airlines (SIA) and SilkAir customers now have the option of using a new self check-in service when departing from Singapore Changi Airport Terminal 2.

 

Customers may use the self-service kiosks located at the FAST Check-in zone at Row 3, if they are not required to have their visas or credit cards checked.

 

Suites or First Class customers travelling on flights departing from Changi Terminal 2 may use SIA's First Class Check-in Reception.

 

Business Class or Premium Economy Class customers and KrisFlyer Elite Gold members may check in at Terminal 2, Row 1. Self-service kiosks are also available at Row 1.

 

SilkAir customers may check in using the self-service kiosks at Terminal 2, Row 4.

 

For more information on how to use the self-service kiosks, please visit http://www.singaporeair.com/en_UK/travel-information/kiosk-check-in/

 

CHILDREN AND INFANTS

 

 

Last updated: 05 February 2018

 

Economy Class: K/V/N/Q/W/H/M/E/B/Y

  • Accompanied Child (2-11)/Infant (under 2) Occupting a seat: 75%
  • Unaccompanied Child (5-11): 100%
  • Infant (under 2) No Seat: 10%

 

Premium Economy Class: P/T/S

  • Accompanied Child (2-11)/Infant (under 2) Occupting a seat: 75%
  • Unaccompanied Child (5-11): 100%
  • Infant (under 2) No Seat: 10%

 

Business Class: D/U/J/C/Z

  • Accompanied Child (2-11)/Infant (under 2) Occupting a seat: 75%
  • Unaccompanied Child (5-11): 100%
  • Infant (under 2) No Seat: 10%

 

First/Suites Class: A/F

  • Accompanied Child (2-11)/Infant (under 2) Occupting a seat: 100%
  • Unaccompanied Child (5-11): 100%
  • Infant (under 2) No Seat: 10%

 

Infants

 

It is not recommended for infants to travel within the first 7 days of birth and it is definitely not acceptable within the first 48 hours of birth. If a passenger is travelling

alone with two infants, please ring 0871 200 8088 as special arrangements are required.

 

•Infants must be more than 7 days and less than 2 years old.

•Each infant is required to travel with a separate adult, hence the number of infant travellers cannot be more than the adult travellers that are allowed in one

booking on singaporeair.com

•An additional seat needs to be purchased when travelling alone with 2 infants.

•A booking made before an infant's 2nd birthday will no longer be eligible for the infant fare if the infant departs on or after the birthday.

•However, in the scenario where the infant travels outbound before their 2nd birthday and then travels inbound after their 2nd birthday they will be eligible for a

child seat on their inbound leg. This can only be requested after they have flown their outbound sectors and cannot be requested prior to travel commencing.

There is no additional collection required in this scenario. The age at time of departure ex-UK determines the fare.

 

Important note

Last updated: 07 FEBRUARY 2017

 

Do you need to issue an infant ticket after the rest of your pnr has been ticketed?

 

Create a dummy pnr - for the required routing/flights/dates with one seat and put the infant details into that pnr.

 

The adult name doesn't need to be valid - you are only creating the pnr in order to issue an infant ticket.  You will be cancelling this pnr once your infant ticket is issued.

 

If seats are not available in the required class, simply waitlist the flights - remember you are only issuing a ticket for an infant who doesn't require a seat.

 

Issue the infant ticket in that pnr.  The fare for the infant will be the fare current at the time you issue the infant ticket, according to the booking class.

 

Contact Singapore Airlines Reservation team on 0871 200 8088 and have the infant e-ticket associated to the main pnr.

 

Most important - CANCEL THE DUMMY PNR.

 

For an infant who has turned 2 years old after departure date for subsequent sectors of travel:

 

For infant passengers who turn 2 years old after their initial departure date.  In such cases, the infant will be travelling as a child for subsequent sectors and as such the child must be assigned a seat.  This is a safety requirement.  Note, this scenario does not apply if the infant’s birthday is during a flight or during an unbroken transit journey.  

 

The infant fare will be honored for the entire itinerary, this applies to SQ operated flights only.  There will not be another E-Ticket  issued for the child.  An extra seat is assigned free of charge to meet safety requirements.

 

To ensure the child is allocated a seat on the subsequent sectors so travel is not interrupted, please contact Singapore Airlines Reservations, who will create a Non Commercial Passenger booking.  

 

Prams and buggies:  

 

Passengers are able to use a pram or buggy up to the departure gate where they will be collected and stowed in the cargo hold.  On arrival at the destination, they will be brought to the gate for use until boarding the onward flight.

 

Car seats:

There is no cost to use a car seat onboard the aircraft.  The car seat must however be an approved car-type child seat.  Booster seats are not permitted. The car seat must be forward-facing and secured to the aircraft passenger seat by means of the aircraft safety belt. Car seats can be placed at a window seat or centre middle seat only. For safety reasons, they cannot be on the aisle seat, emergency exit row seats or the side middle seat

Please contact Singapore Airlines Reservation team on 0871 200 8088. 

 

Note: Singapore Airlines aircraft supply special child extension seat belts for use on take off and landing.

 

Bassinets:

There are a limited number of bassinets on board our aircrafts.  Please request for a bassinet at the time of booking.  Bassinets are available on a first-come first-serve basis.  Bassinet dimensions are 768L x 298W x 158H (mm) and can support a baby of maximum weight of 14kg only Baby, Infant and Child meals:

There are four types of baby, infant and child meals:

 Baby Meal - Suitable for infants less then 1 year old, this meal consists of 3 jars (approximately 30g/3oz to 110g/4oz per jar) of baby food – main course, vegetables and dessert.

Post-Weaning Meal - Suitable for infants between 1 and 2 years old, this meal is more substantial than a baby meal.  Food items are easy to bite, chew and digest.

Child Meal for Infant - Suitable for infants less then 2 years old, this meal is more substantial in terms of quantity and choice of meal components.  Food items are easy to bite, chew and digest.

Child Meal - Suitable for children between 2 and 7 years old, this meal is less substantial than adult meal.  Food items are easy to bite and chew, and are attractive to children.    

 

What is on board Singapore Airline aircraft:

All aircraft vary in what supplies they provide.  If a client has specific requirements please contact Singapore Airlines Reservation team on 0871 200 8088. For general use, a limited quantity of baby amenities such as diapers, disposable bibs, feeding bottles and baby wipes are available onboard on request. However the amenities available may not fully meet baby requirements, therefore it is recommended passengers carry personal supplies.  Singapore Airlines will carry only 4 x diapers for emergencies.  Additional baby food is not carried onboard unless ordered as a baby meal therefore please request a Baby meal if required. 

 

What customer can bring over and above their free baggage allowance:  

Passengers are able to carry onboard, infant’s food/diapers/milk/formula/feeding bottles/medicine for in-flight use and infant’s baby bag.

 

Note:

Hot water is available onboard if required

Infant checked baggage allowance is 10kg

 

For further detailed information, please refer to www.singaporeair.com  drop down box:  Travel Information – Travelling with children.

 

ELECTRONIC TICKETING

 

 

Last updated: 31 JULY 2014

 

All tickets on Singapore Airlines documents (618) must be issued as electronic tickets.

 

ELECTRONIC TICKETING AGREEMENTS

 

• Singapore Airlines entertains interline electronic ticketing agreements with following carriers:

 

4M, 9B, 9W, A3, AA, AC, AE, AF, AH, AI, AM, AP, AS, AT, AV, AY, AZ, BA, BD, BG, BI, BP, BR, BT, BU, CA, CI, CM, CS, CX, CY, CZ, DL, EI, EK, EY, FI, FJ, FM, FV, GA, GF,

GT, HM, HU, IB, IC, IG, IN, IR, IT, IY, JJ, JK, JL, JP, JU, KA, KC, KE, KF, KK, KL, KM, KQ, KU, LA, LG, LH, LO, LP, LR, LX, LY, ME, MF, MH, MI, MK, MN, MP, MS, MU,

NF, NH, NW, NX, NZ, OA, OK, OM, OS, OU, OZ, PG, PK, PR, PS, PX, QF, QI, QR, QV, RA, RB, RJ, S7, SA, SB, SC, SK, SN, SU, SV, SW, TA, TG, TK, TP, UA, UL, UN,

US, UX, VA, VK, VN, VS, W5, WF, WY, XL, XR, YX, ZH

 

DESTINATIONS

 

• All destinations of Singapore Airlines (SQ) and SilkAir (MI) are eligible for electronic ticketing.

 

REVALIDATION

 

• Revalidation of electronic ticket, where the itinerary/ticket contains coupons/segments Singapore Airlines, SilkAir or other airlines: please reissue ticket.

 

• Revalidation of electronic ticket, where the new itinerary contains stopover instead of transit in Singapore: please reissue ticket and collect Singapore Passenger Service Tax (SG).

 

Important Notes

 

• ONCE THE ELECTRONIC TICKET HAS BEEN ISSUED, CANCEL ALL PASSIVE/ACTIVE SEGMENTS AND BOOKING FILES.

 

• Issuance of other airline segments on Singapore Airlines Document (618). It is not permitted to issue a Singapore Airlines Electronic Ticket (618), containing solely segments on other airlines than Singapore Airlines (SQ) and/or SilkAir (MI).

 

• Electronic ticket number in booking file: There is no need to indicate the electronic ticket number in the service information field (OSI / SI) by applying the TKNE entry. The Singapore Airlines system retrieves the relevant ticket data straight from the electronic ticket mask and transfers the ticket number automatically into its own ticket number field. Therefore no action is required should you not see the TKNE entry in the OSI/SI box of your booking file.

 

 

KRISFLYER

 

 

Last updated: 08 OCTOBER 2015

 

GENERAL INFORMATION

 

• Enquiries and bookings of mileage tickets/upgrades have to be requested at the relevant Frequent Flyer Programme and NOT by the operating airline.

 

• For example, if a Miles & More member wants to get a mileage ticket on Singapore Airlines please contact Miles & More for information and booking. Singapore Airlines does neither have access to the Miles & More conditions and database nor to the availability for mileage tickets.

 

• To avoid retroactively mileage claim and to allow a smooth crediting of miles, as well as providing the status related services (e.g. priority reservations waitlist), it is important to insert the frequent flyer number of the passenger into the PNR at time of reservation.

The presentation of the membership card at time of check-in is not sufficient.

 

• For further information about KrisFlyer, click here.

 

EARN MILES

 

• Detailed information about the eligibility of the different booking classes and the percentage of miles to be earned on Singapore Airlines and SilkAir flights can be found here.

 

•REDEEM MILES

 

• Bookings of mileage tickets/upgrades have to be requested at the relevant Frequent Flyer Programme and NOT by the operating airline.

Kindly contact the relevant Frequent Flyer Progamme for more details and reservations (KrisFlyer contact is shown below).

 

 

• Economy Class tickets purchased on Singapore Airlines must be booked in S, Y, B or E booking classes to be eligible for the KrisFlyer upgrade redemption award.

 

 

GDS ENTRIES

Entry of FFP Number Correct Entry

Incorrect Entry

Passenger is member of Miles & More and travelling on Singapore Airlines LH999999999999999 SQ999999999999999
Passenger is member of KrisFlyer and travelling on Swiss SQ8888888888 LX88888888

 

• It is important to indicate the correct prefix for the frequent flyer number, otherwise the entry will be rejected by the airline system.

• Segments, operated by SilkAir (MI), are not eligible for mileage accrual on Star Alliance Partner Programmes.

• Please indicate the Frequent Flyer Number segment related.

 

Request GDS Entry
Pax 1 is a KrisFlyer Member

Galileo:

M.P1/SQ8888888888

 

Amadeus:

SRFQTVSQHK/-SQ8888888888/P1

 

Sabre:

FFSQ8888888888-1.1

 

Worldspan:

3SSRFQTVSQHK/SQ88888888-1.1

 

CONTACTS

 

KrisFlyer Service Centre

Telephone: +44 207 531 2041

Email: please use the feedback form

Opening hours: daily 24 hours

Website: www.krisflyer.com

 

 

KrisFlyer accrual on Scoot and Tigerair

 

1. Effective Tuesday, 29 September 2015, members can have the option of earning KrisFlyer miles on Scoot and Tigerair flights, with the purchase of an eligible fare add-on or bundle.  

2. The eligible fare ad-on on Scoot is branded PlusPerks.  Tigerair's eligible fare bundle is branded FlexiCombo.  

3. The number of accruable KrisFlyer miles for each destination is fixed.  Details on the miles accrued can be found on Scoot and Tigerair websites.  

4. Elite miles are not accruable on Scoot and Tigerair.  

5. For more information, please contact Krisflyer.

 
 

MARRIED SEGMENTS

 

 

Last updated: 01 November 2016

 

To increase the efficiency of seat management, Singapore Airlines uses an origin – destination revenue management system. This system reviews origin and destination points, itinerary, booking classes as well as point of sale. Therefore, you may encounter different availabilities for transfer connections and "married segments" in your PNR. In the case where you cannot auto-price the SQ long-haul itinerary due to side trip or sector fare combinations, please send your PNR to uk_feedback@singaporeair.com.sg to un-marry the effected sectors for pricing and ticketing purposes.

 

For cases where the booking does not reflect any marriage in Singapore Airlines reservation system but the marriage still appears in your GDS, please contact your GDS helpdesk to release the segments.

 

MIGRANTS

 

 

Last updated: 31 JULY 2014

 

Migrating to Australia and New Zealand

 

Kindly note, passengers who hold an unused/unstamped/not validated migrant visa that specifically states that they are permitted to remain in Australia / New Zealand indefinitely / permanently, will be entitled to 40 kg baggage allowance.

 

The 40kg baggage allowance will only be granted when they check in at the airport, when this visa will be sighted and checked that it has also not been travelled on before and that it is the first time it is has been used.

 

Passengers’ can have as many items of checked luggage as they wish provided:

•The total combined weight of all the items put together does not exceed their total checked allowance.

•No single item of baggage exceeds 32 kg in weight, as a health and safety requirement.

 

If they are not holding the correct visa mentioned above at check-in, then they will be entitled to the standard free checked baggage allowance of 30 kg per

passenger.

 

SPECIAL SERVICES

 

 

Last updated: 11 April 2016

 

UNACCOMPANIED MINOR (UM)

 

Unaccompanied Minors (UM)

We take every step to ensure that your child's travel is safe and comfortable.

This service is mandatory for unaccompanied children aged 5 and under 12 years, and is optional for those aged 12 to under 18 years old.

 

Definition

a) A UM is between 5 and under 18 years old and not accompanied by an adult passenger 18 years old and above, on the same flight and class.

b) UMs aged between 5 and 7 years old are considered “Underaged UMs”.

c) Children under the age of 5 will not be accepted for travel alone, they must travel with an adult aged 18 years and above on the same flight and class.

 

Charges (Effective 04 April 2016)

UM between 5 and under 12 do not pay for the service as it is compulsory

UM between 12 and 18 can opt for the service but will incur the below charge

50USD per sector

 

Key Points for your reference:

• UM handling fee at USD50 per sector (including transfer flights), will only apply to travelers aged 12 to under 18 which the UM service is opted for.  

• UM handling fee is not refundable and not exchangeable.

• Separate EMDs will be issued for SQ/MI flights respectively. SQ codeshare of an MI flight constitutes an MI flight.

Agents cannot issue an EMD for this fee. It will be collected directly from the passenger by Singapore Airlines once the UM Handling Form has been forwarded to uk_reservations@singaporeair.com.sg

Agents must advise passengers there is a fee for travelers between 12 and 18 years old that require the service and advise they will be contacted by Singapore Airlines for collection.

 

Exception: the fee is not applicable for flights into and out of Japan.

 

Conditions for Acceptance

a) Parent/Guardian must approve the UM travel.

For UMs aged:

i) Between 5 and under 12 years old: UM handling is mandatory and the Parent/Guardian has to complete the UM Handling Form so that MAAS can be arranged.

ii) Between 12 and under 18 years: UM Handling Form must be completed unless the Parent/Guardian chooses to waive the UM handling. If UM handling is waived the Parent/Guardian must complete the UM Assistance & Handling Waiver form

b) Handling/Dispensation has to be obtained separately for the outward and return journey i.e. one form for outward journey and one form for return journey.

c) UMs should not be accepted on flights that involve a transfer:

i) with connecting time exceeding 24 hours;

ii) that is overnight at a non-SIN station;

iii) between 2 airports in the same station,

unless the Parent/Guardian arranges for UM to be met and cared for at the point of transfer.

d) SQ will only be responsible for UMs between airports of embarkation and disembarkation.

e) UMs must be fit for travel. UMs who are visually handicapped, hearing impaired or cannot speak/ has difficulty with speech must not be accepted for travel as UMs.

f) UMs travelling with an infant cannot be accepted without an adult escort.

 

Handling Procedures

a) UM Handling

i) A copy of the “UM Handling Form” with all the necessary details should be filled by Parent/Guardian/Travel Agent and verified by Reservations Office.

ii) A signed copy of the form, from Parent/Guardian must be emailed to Uk_reservations@singaporeair.com.sg

iii) Name and contact, including alternative contacts of Parents/Guardians at boarding and destination points should be indicated in the PNR.

iv) Arrange STPC for the UM at connecting point where layover is between 6 and 24 hours. Please contact our Reservation team: Uk_reservations@singaporeair.com.sg

v) The UM should be assigned an aisle seat, if possible, so that cabin crew will be able to keep an eye on him / her.  UMs aged below 15 should not be allocated EMEX row seats.

vi) At the time of checking, the UM folder will be raised and handed to the UM.

vii) Advise the Parent/Guardian to remain at the airport until the flight departs.

viii) Reservations for UMs must not be cancelled under any circumstances unless advised by the parent. 

ix) When other airlines are involved in the itinerary, the regulations of the carrying airline(s) must be applied. These must be confirmed with the carrier when the booking is made.

 

UM Details in the PNR

a) The following should be indicated:

- Age of UM (e.g. 41FUMNR UM07 or 4FUMNR UM07/09)

- Contact(s) of Parent/Guardians at the point of embarkation/destination.

- Alternative contact(s) of Parent/Guardians at the point of embarkation / destination

- Language spoken

- MAAS (e.g. OSI SQ MAAS)

- NSSA should be automatically requested

- CHML should be automatically requested for UM up to 7 years of age. Indicate the child’s age in the meal request (eg.4 FCHML SQ 07YRS). For children 8 years and above, CHML should only be requested when specifically asked for.

 

UM Handling Business Rules (effective from 01July 15)

a) To charge a USD100 fee for UM handling for travellers aged 12 to under 18 only. Alternatively, a UM handling waiver can be requested.

i) UM handling will remain free for travellers aged 5 to under 12.

ii) If passenger turns from 11 to 12 years old during his trip, and requires UM handling on his return sector, then UM handling service should be chargeable for the return sector.

b) The fee is chargeable per OD. For clarity, passenger is charged only once for CGK-GRU one-way (transit) journey. For a return journey, passenger will be charged once for CGK-GRU, and another time for GRU-CGK.

c) The fee should be collected via EMD-A.

d) The fee should be non-refundable, non-transferable and non-endorsable. Re-association of the EMD should be allowed for involuntary re-accommodation (RES) and involuntary transfers.

e) Both SQ and MI, when acting as the marketing carrier, should also be able to request for UM handling on the other carrier’s operating sector(s). The marketing carrier will issue its own EMD for collection of payment.

i) Where there is both operating carriers in one itinerary (SQ and MI), the pricing should remain by OD. Hence a pax traveling KNO-NRT journey, where KNO-SIN is operated by MI and SIN-NRT is operated by SQ, is charged once for UM handling. The proration of revenue will be according to stage length of each sector.

f) GDS should not be allowed to issue the UM handling EMD.

g) Currently, UM handling cannot be requested through SQ Mobile.                                                    

h)  Interline EMD with OAL (apart from SQ/MI) for UM fee is out of scope.

 

UM Dispensation Handling

Please contact our Reservations team.

 

Underage UM (Above 5 and Below 7 years)

Please contact our Reservations team.

 

Flight Delay or Reschedule

Please contact our Reservations team.

 

UMs Travelling with Parent/Guardian in Different Cabin Class

If the UM is travelling with Parents/Guardians on the same flight but in a different cabin class, UM fare and handling applies. For UMs aged between 12 and under 18, the Parent/Guardian can choose to waive handling by completing the “Assistance & Handling Waiver” form.

Please contact our Reservations team.

 

UM Reservations 

Please be reminded that for all unaccompanied minor (UM) itineraries that involve non-SQ flights, UM's guardians are to be advised to check with the operating carrier regarding their conditions for uplifting UM. This is also stated in the UM form that is sent to the customers.

 

For NZ specifically, please note that they will NOT accept any interline UM.

__________________________________

 

MEET AND ASSIST PASSENGERS (MAAS)

 

Passengers eligible for meet and assist service are:

 

o Disabled passengers / Passengers with reduced mobility (physically/mentally).

o Unaccompanied Minors (UM).

o Medical cases (MEDA).

o Wheelchair cases.

o Elderly passengers.

o Non-English speaking passengers.

o Passengers travelling with infants/very young children.

o Expectant mothers.

o Mothers of new born babies. (Babies under the age of 7 days will not be accepted for travel).

 

• Meet and Assist service can not be guaranteed and is on a request basis (except for unaccompanied minors, medical and wheelchair cases).

 

• Send your request including PNR and reason for MAAS at least 3 days before departure to uk_feedback@singaporeair.com.sg

 

 

WHEELCHAIR

 

Types of wheelchair services are:

 

Code  Stands for  Description
WCHC Cabin Seat

Passenger is completely immobile. 

Requires wheelchair to/from aircraft and must be carried up/down steps and to/from cabin seat. Please indicate if the passenger is independent (can feed himself) or (cannot feed himself). 

WCHR Ramp

Passenger can ascend/descend steps and make own way to/from cabin seat.

Requires wheelchair for distance to/from aircraft.

WCHR Steps

Passenger cannot ascend/descend steps, but is able to make own way to/from cabin seat.

Requires wheelchair for distance to/from aircraft and must be carried up/down steps.

WCOB On-Board Onboard wheelchair is available on all SIA aircraft to allow passengers to move along the aircraft aisles.
WCBD Dry Cell

The wheelchairs must comply with IATA safety regulations.

There is no charge for transportation.

WCBW Wet Cell  Such wheelchairs can be accepted if the battery is drained and properly packed.

 

Send your requests including PNR at least 3 days before departure to uk_feedback@singaporeair.com.sg. Kindly provide following data:

 

•PNR.

•Type of assistance (code of wheelchair needed).

•Passenger is accompanied or travelling alone.

•Please provide weight of wheelchair if passenger uses own wheelchair and if dry or wet batteries.

•Allocation on emergency exit seats is not permitted.

•There is no surcharge for wheelchair cases.

 

 

EXPECTANT MOTHERS

 

• For uncomplicated single pregnancies, Singapore Airlines restricts expectant mothers from travelling beyond the 35th week of pregnancy. For uncomplicated multiple pregnancies, SIA restricts expectant mothers from travelling beyond the 32nd week of pregnancy.

 

• At any stage of pregnancy passenger should hold a certificate of fitness for air travel from the attending gynaecologist. The passenger is responsible for consulting her doctor before undertaking any flight. The number of weeks she is pregnant at the time he signs the certificate of her fitness for air travel must be clearly stated in the certificate. The estimated date of delivery should also be indicated in the medical certificate. The medical certificate should be presented at check-in if requested.

 

• Please note: Expectant ladies who have been pregnant for 20 weeks or more AND intend to deliver in Singapore are required to obtain a Social Visit Pass for entry into Singapore. The application can be submitted through a local sponsor to Immigrations & Checkpoints Authority (ICA) of Singapore. More information is available here.

 

 

DOMESTIC PETS

 

• Carriage of pets is not allowed on Airbus A380 and A345 aircraft.

• On other aircraft only dogs and cats above 6 months old will be accepted as checked baggage. Pets in passenger cabin are not allowed.

• Transportation of pets, as animal in hold, will not be accepted on all flights operated by SilkAir (MI) as well as all flights to/from Australia/New Zealand.

• Passengers transiting Singapore are not permitted to feed their dog/cat at SIN Airport.

• Documentation.

• Passenger must provide following documentation for pet transportation:

 

o Valid health and rabies vaccination certificate.

o Entry permits required by government of countries of entry and/or transit.

o Passenger Receipt of vMPD/MPD/MCO for transit/transshipment fee of SGD50.00.

 

• Transportation:

o Passenger must supply a suitable leak proof container, which is in compliance with the IATA Live Animals Regulations.

 

For more information click here.

 

STRETCHER/ OXYGEN CASES / OTHER MEDICAL CASES / TRANSPORT OF WEAPONS OF SPORTIVE NATURE.

 

• Please contact Singapore Airlines UK at least 2 weeks in advance for assistance.

• Download Singapore Airlines Medical Information Form here.

 

TICKETING

 

 

EMDs - Information

Amadeus

Creating an EMD for SQ SSH (Refer to your GDS)

Creating an EMD for SQ Ticket Request (Refer to your GDS)

Please note: It is MANDATORY when issuing an EMD for Singapore Stopovers (BCAG/SSWP/TRAN etc) to include as much information as possible.

- For Amadeus users this information needs to be added in the SERVICE REMARKS of the EMD.

By doing this you should find more information is available on the EMD for your passenger to present at the hotel in Singapore on arrival.

 

Other EMD options - Amadeus

 1.Deleting a stored EMD

Use the entry TMX to delete an EMD

 

2.Viewing the History

TMH will view the history of a deleted stored EMD

EWH will display the history of an EMD

 

3.Voiding an EMD

If the e-ticket is voided, the associated EMD should also be voided.

TRDC/L10 will void this for you. You must void the E-ticket first as this will disassociate the E-ticket from the EMD

 

4.Retrieve an EMD

TQM/M1 or just TQM

 

Amadeus Help Pages

 

 HE EMD

 HE TMI

 HE IU

 HE TTM

 HE ANCILLARY

 

Galileo

Creating an EMD for SQ SSH (Refer to your GDS)

Creating an EMD for SQ Ticket Request (Refer to your GDS)

Please note: It is MANDATORY when issuing an EMD for Singapore Stopovers (BCAG/SSWP/TRAN etc) to include as much information as possible.

- For Galileo users this information needs to be added in the ENDORSEMENT area of the EMD.

By doing this you should find more information is available on the EMD for your passenger to present at the hotel in Singapore on arrival.

 

Sabre

Creating an EMD for SQ SSH (Refer to your GDS)

Creating an EMD for SQ Ticket Request (Refer to your GDS)

Please note: It is MANDATORY when issuing an EMD for Singapore Stopovers (BCAG/SSWP/TRAN etc) to include as much information as possible.

- For Sabre users this information needs to be added in the TYPE OF SERVICE area of the EMD.

By doing this you should find more information is available on the EMD for your passenger to present at the hotel in Singapore on arrival.

 
NAME CHANGES DUE TO INCORRECT SPELLING ON PNR
ERROR PICKED UP BEFORE TICKETING:
 
 
Last updated: 07February 2017
 
Error picked up before ticketing: If you pick up the error before ticketing please go ahead and update the name in your CRS.
 
If you are unable to fix... Please create a new pnr with the same class and same dates with the correct spelling.   Please note:  In the new pnr if you are unable to get the same booking class as per the original booking please waitlist and contact us - we can then mesh the original seats into the new booking - we can only mesh SQ operated flights.  (Do not cancel the incorrect pnr until we mesh over).
 
Error picked up once ticketed:
Please follow name correction policy.
 
REISSUE FEES:
 
As per fare rules except:
- SQ E-Tickets name changes - please follow name correction policy.
 
REFUND FEES:
 
- Any cancellation after tickets have been issued will be subject to the cancellation fee as specified in conditions of sale relevant to the fare sold – no other fees will apply.
- A handling fee of GBP25 will apply when Singapore Airlines is required to process refunds through BSP. 
 
TICKETING ERRORS:
 
- An administration fee of GBP25 applies when Singapore Airlines is required to process refunds on
tickets issued for itineraries where the carriage is not on Singapore Airlines.
 
ADMINISTRATION FEES:
 
- If Singapore Airlines is required to issue/reissue a ticket on behalf of an agent who, could feasibly
ticket themselves, a fee of USD50 per ticket will apply. Please note the administration fee applies to any agent who requires any service from SQ Ticket Office.
 
- Customers who no-show for any SQ flight will be charged a fee (to be collected as CP tax) - please refer to GDS. No showing for a flight will result in auto-suspension of the customers ET, requiring collection of the
charge before the ET can be revalidated for another flight or refunded.
 
TICKET ISSUES FOR OTHER CARRIERS ON SQ PAPER:
 
- SQ-618 E-Tickets are no longer valid for other carrier travel if there is no SQ segment in the ticket
itinerary. These tickets should be issued in connection with the SQ ET.
 
 
TICKETING TIME LIMIT INFORMATION
 
 
Last updated: 01 November 2016
 
 
 
Auto-ticketing Time Limit for Bookings with POS UK.
 
For all queries please email uk_feedback@singaporeair.com.sg.
 
• An Auto-ticketing Time Limit (ATL) is auto-generated by the GDS on any active flight on Singapore Airlines (SQ) or SilkAir (MI) regardless of whether
the segment is confirmed or waitlisted. A vendor remark stating the specific ATL for the booking will be sent to your GDS.
 
It is important that agents reissue the tickets immediately once the changes have been made so as to avoid cancellation of the reservation.
 
If you take no action, the PNR will be cancelled and you will receive a message "SSR OTHS OA SQ Cancellation due to no ticket". For agents on Amadeus
there will be a queue placement of the PNR in Queue 1 Category 8.
 
 
Revalidation
 
• Revalidation of electronic tickets, where itinerary/ticket contains coupons/segments of Singapore Airlines/SilkAir (MI) only: please contact Singapore Airlines for revalidation.

• Revalidation of electronic ticket, where itinerary/ticket contains coupons/segments of other airlines than Singapore Airlines and/or SilkAir: please reissue ticket.

• Revalidation of electronic ticket, where new itinerary contains stopover instead of transit in Singapore: please reissue ticket and collect Singapore Passenger Service Tax (SG).

 

To revalidate an e-ticket call Reservations on 0871 200 8088.

 
 
Cancellation Fees
• Please refer to GDS
• No cancellation fee applies for infant bookings.
• Once a restricted (V, Q, N and H class) fare has been up-sold to a market fare the original restricted fare element remains non-refundable.
 
 
Waiver
• If for any reason, you need to issue/reissue a ticket outside of the applicable fare and ticketing rules, terms and conditions you MUST ensure a waiver code is entered in the ticket endorsement box. Failure to do so will result in an ADM being raised. 
 
Please contact UK Sales Support for any waiver requests. 
 
Amadeus
Creating an EMD for SQ SSH (Refer to your GDS)
Creating an EMD for SQ Ticket Request (Refer to your GDS)
Please note: It is MANDATORY when issuing an EMD for Singapore Stopovers (BCAG/SSWP/TRAN etc) to include as much information as possible.
- For Amadeus users this information needs to be added in the SERVICE REMARKS of the EMD.
By doing this you should find more information is available on the EMD for your passenger to present at the hotel in Singapore on arrival.
 
Other EMD options - Amadeus
 1.Deleting a stored EMD
Use the entry TMX to delete an EMD
  
2.Viewing the History
TMH will view the history of a deleted stored EMD
EWH will display the history of an EMD
  
3.Voiding an EMD
If the e-ticket is voided, the associated EMD should also be voided.
TRDC/L10 will void this for you. You must void the E-ticket first as this will disassociate the E-ticket from the EMD
  
4.Retrieve an EMD
TQM/M1 or just TQM
  
Amadeus Help Pages
 
 HE EMD
 HE TMI
 HE IU
 HE TTM
 HE ANCILLARY
 
Galileo
Creating an EMD for SQ SSH (Refer to your GDS)
Creating an EMD for SQ Ticket Request (Refer to your GDS)
Please note: It is MANDATORY when issuing an EMD for Singapore Stopovers (BCAG/SSWP/TRAN etc) to include as much information as possible.
- For Galileo users this information needs to be added in the ENDORSEMENT area of the EMD.
By doing this you should find more information is available on the EMD for your passenger to present at the hotel in Singapore on arrival.
 
Sabre
Creating an EMD for SQ SSH (Refer to your GDS)
Creating an EMD for SQ Ticket Request (Refer to your GDS)
Please note: It is MANDATORY when issuing an EMD for Singapore Stopovers (BCAG/SSWP/TRAN etc) to include as much information as possible.
- For Sabre users this information needs to be added in the TYPE OF SERVICE area of the EMD.
By doing this you should find more information is available on the EMD for your passenger to present at the hotel in Singapore on arrival
 
 
 
 

WAITLIST

 

 

Last updated: 10 July 2017

 

Intervention for waitlisted segments in V-/K-/N-class will not be entertained.

 

Departure within one month - please send your PNR to uk_waitlist@singaporeair.com.sg, but earliest 2 days after reservation has been made.

 

Departure more than 1 month ahead - please send your PNR earliest 1 month before departure to uk_waitlist@singaporeair.com.sg. Please allow at least 5 working days for review.

 

Once segments will confirm from waitlist, the PNR will appear on your queue.

 

Please note, that individual comments on waitlisted segments can not be provided.

 

Investigation in waitlisted segments for redemption/mileage tickets will not be entertained.

 

Avoid excessive waitlists for the same passenger or for the same flight.

 

Ticketing Time Limit applies at all time, regardless if flight segments are waitlisted or confirmed.

 

Downselling is not allowed, therefore requests in investigation of waitlisted segments in lower booking class, than the confirmed segments will not be entertained.

 

Tickets must not be issued with waitlisted sectors and passengers must be advised of any waitlisted sectors within their PNR. Passive sectors must also be removed within any cancelled PNR, failure to do so may result in an ADM for the agent.

 

GUARANTEED SEAT FOR PPS AND SOLITAIRE MEMBERS

 

Outlined is the procedure for guaranteed seat in Economy Class for PPS and Solitaire members holding a waitlisted segment in Business or First Class:

 

1) Make sure, the KrisFlyer number is correctly indicated in the PNR.

 

2) Book the same flight in Economy Class, similar to the waitlisted flight in Business or First Class.

 

3) End transaction.

 

4) You should get the confirmation in Economy Class immediately.

 

• Always indicate the frequent flyer number of your passenger in the PNR.

 

 

• PPS/Solitaire/Star Alliance Gold and Star Alliance Silver members will automatically be put on priority waitlist.