Covid-19 Information CentreLast updated 28 Oct 2020, 19:00hrs (GMT +8)
Amid the Covid-19 outbreak, we understand that many of our customers are concerned about their travel plans. This page will provide you with all you need to know about travelling during this challenging time.
Find out what your options are
If you do not wish to travel on your original booked dates
You may be eligible to retain the unused value of your ticket in the form of flight credits, plus enjoy bonus flight credits between SGD 75 and SGD 500 when you rebook. Alternatively, you may opt for a refund.
To find out if you are covered under this travel waiver policy , check your scheduled departure date, followed by the date of issue of your Singapore Airlines or SilkAir ticket. You can find the date of issue on the e-ticket in your booking confirmation email.
I have a ticket for travel between 24 January 2020 and 31 January 2021 (both dates inclusive)
I have a ticket for travel after 31 January 2021
If you had booked through a travel agency or partner airline, please contact them for assistance.
If you intend to travel on your original booked dates
Thank you for your continued support. To stay up to date with changes for your upcoming flight, do check our flight schedule.
We also recommend that you update your contact details via Manage Booking to receive alerts on any flight schedule changes.
To prepare for your travel, we recommend that you review the latest entry restrictions, visa suspensions and quarantine requirements for your destination. You may also wish to learn about the precautionary measures we are taking to protect the health and safety of our customers and crew.
If you have kept your ticket open-dated due to Covid-19
The value of the unused portion of your ticket has been converted into flight credits and you may also be eligible to enjoy bonus flight credits between SGD 75 and SGD 500 when you rebook. To check the amount of flight credits you have, please visit Manage Booking, enter your booking reference and family name, and tick the “Check flight credit balance” box.
To find out more about flight credits and bonus flight credits, click here. Alternatively, you may request for a refund via our Covid-19 Assistance Request Form.
If your flight was cancelled by Singapore Airlines or SilkAir
We are sorry to hear that your flight was cancelled.
Please be assured that you are covered under our travel waiver policy if you meet both conditions below:
- your flight was cancelled by us; and
- you hold a Singapore Airlines or SilkAir ticket purchased directly from us or through a travel agent
You may rebook your flight, or request a refund or flight credits for the unused value of your ticket.
If you previously booked through a travel agency or partner airline, please contact them directly for help regarding rebookings, refunds, or flight credits. Please note that some travel agents may charge fees, depending on the terms and conditions of your booking with them.
Customers who are unable to contact their travel agents may reach out to their local Singapore Airlines reservation offices, while travel agents who require assistance should contact their local Singapore Airlines sales office.
In some cases, we may not be able to automatically rebook you on the next available flight.
If you are ready to use your flight credits to rebook
Your flight credits may be used for up to two separate bookings for travel up to 31 December 2021.
If you are eligible for bonus flight credits, they may be used to offset the cost of your trip. With these flight and bonus credits, you may choose a different destination, a more flexible fare type, or a higher cabin class for your next trip. Learn more about flight and bonus credits here.
When you are ready to rebook, submit a request via our Covid-19 Assistance Request Form and choose the option “Change or rebook your flight".
How can you use your remaining flight credits?
If you have remaining flight credits after you rebook, you may use them for a second booking. To do so, submit a request via our Covid-19 Assistance Request Form or contact your local Singapore Airlines office and quote the booking reference of your first rebooking.
If you wish to make a new booking
Many countries have entry restrictions in place to contain the spread of Covid-19. Before you book, you should check travel advisories for your destination and transit countries to ensure that you meet the latest regulations.
We understand that passengers may prefer a little more flexibility due to the evolving situation. If you make a booking between 5 March and 31 December 2020 (both dates inclusive), you will be able to make changes to your travel dates for free, regardless of your fare type.
Where can I get the latest Information on flight schedules?
Visit our flight schedules page to search for flights.
How long will it take for me to get my refund?
As our offices around the world have been affected by government-imposed lockdowns, we seek your patience as it may take longer than usual for us to process the refunds.
The time it takes to receive your refund will also vary depending on the type of refund. For example, refunds for partially flown tickets and those with ancillaries such as seat selection fees, will take longer than fully unused tickets with no ancillaries.
If you booked directly with Singapore Airlines, you will receive an email notification once your refund request has been processed. It may then take up to 6 weeks for the amount to be credited back to your original mode of payment, subject to your bank’s processing time.
If you booked via a travel agency, please contact them directly to find out the status of your refund.
How do I know if my current ticket is eligible for flight credits?
Customers holding tickets issued on or before 15 March 2020 and had originally planned their travels up to 31 January 2021 are eligible. The value of the unused portion of these tickets will be retained as flight credits, which can be used to book new itineraries for travel up till 31 December 2021.
This applies to all tickets purchased either directly from Singapore Airlines or via travel agents, except where tickets were purchased with KrisFlyer miles or HighFlyer points, on a child or infant fare, or where tickets are partially flown.
If my tickets were purchased through a travel agent , am I eligible for the bonus flight credits options and the refund option?
Yes, this policy also applies to tickets purchased through our travel agents, subject to our terms and conditions.
Will I be charged a cancellation fee if I request for a refund?
No, cancellation fees will be waived as long as your ticket meets the eligibility criteria of this global travel waiver policy, which can be found under the terms and conditions.