Singapore Airlines

Covid-19 Frequently Asked Questions

↓ VTL: General

↓ VTL: Bookings

↓ VTL: Vaccination-Requirements

↓ VTL: Testing requirements

↓ VTL: Alternative options

↓ VTL: Cancellation

↓ Entry into Australia

↓ ATB: Flights

↓ GWP: Using flight credits

↓ GWP: Eligibility

↓ GWP: Bonus Flight credits

↓ GWP: Refund

↓ Flight Cancelled by Singapore Airlines



Vaccinated Travel Lanes (VTLs)

VTL: General

Where can I get more information on the Vaccinated Travel Lane (VTL)?

 
You may visit the Immigrations and Checkpoints Authority (ICA) Safe Travel website, which provides VTL requirements and FAQs:

Customers departing Brunei on a VTL may also find further information on exit requirements here.

For VTL flight schedules from Singapore Airlines, please click here.

Can unvaccinated children travel on a Vaccinated Travel Lane (VTL) flight?

 
Only unvaccinated children aged 12 years and below (as of calendar year*) may travel on VTL flights if accompanied by a fully vaccinated traveller who meets all requirements. The same rule applies for unaccompanied minors. Children aged 13 years and above (as of calendar year), must be fully vaccinated to travel on VTL flights to Singapore. For example, only children born in or after 2010 will be considered 12 years old or below in 2022.
 
Infants aged 2 years and below (as of calendar year) will be exempted from the pre-departure and on-arrival test requirements.
 
All children travelling to Singapore as short-term visitors will be required to hold Covid-19 insurance coverage. Children aged 12 years and below (as of calendar year) are exempted from applying for a Vaccinated Travel Pass (VTP), and children aged 6 years and below (as of calendar year) are exempted from the TraceTogether requirements.

Please note that as children from the UK aged 13 to 17 years are currently offered only the first dose of the vaccine, they are not considered fully vaccinated and are not eligible for a VTL flight.

*For Singapore to Malaysia VTL flights, this will be based on date of birth.

Can transit passengers board Vaccinated Travel Lane (VTL) flights?

 
Transit passengers can board all VTL flights, except for VTL flights between Singapore and Malaysia. Transfers to and from India via Singapore are also not allowed until further notice due to regulatory requirements.

Transit passengers on VTL flights must:

A Vaccinated Travel Pass (VTP) is not required if you are transiting through Singapore. A visa is not required for transit in Singapore either, but do check for visa requirements to enter your final destination.

What are the approved vaccines I need to take in order to board a Vaccinated Travel Lane (VTL) flight?

 
To board a VTL flight, you need to be fully vaccinated against Covid-19 with the Pfizer-BioNTech/Comirnaty, Moderna, or other World Health Organisation Emergency Use Listing vaccines, with the final dose completed at least 14 days prior to arrival in Singapore. Vaccination requirements are listed here

Unvaccinated children aged 12 years and below (as of calendar year*) may travel on VTL flights if accompanied by an eligible fully vaccinated traveller.

*For Singapore to Malaysia VTL flights, this will be based on date of birth.

Can I use my KrisFlyer miles to redeem for a Vaccinated Travel Lane (VTL) flight?

 
Yes, you may redeem your miles for award tickets on VTL flights, or mix miles and cash to pay for the flights.

Can I be waitlisted for a Vaccinated Travel Lane (VTL) flight?

 
Yes, you may choose to be waitlisted on your preferred flight.

How many miles does it cost to redeem for a Vaccinated Travel Lane (VTL) flight?

 
The number of miles remains the same as any other flight. To check the number of miles required, please use the miles calculator.

You can also do a flight redemption search to check the availability of award types for your preferred dates and cabin class.

What measures are in place to ensure a safe journey with Singapore Airlines?

 
Singapore Airlines has comprehensive health and safety measures in place. A combination of factors helps to mitigate the risks and safeguard the well-being of our customers and staff on board the aircraft.

We have also attained a Diamond rating, which is the highest level obtainable, in the APEX Health Safety audit for global airlines, as well as the highest 5-Star rating in the Skytrax Covid-19 Airline Safety Audit.

Learn more about our #SIAcares initiatives here.

What documentation do I need to board a Vaccinated Travel Lane (VTL) flight?

 
Please see a step-by-step checklist for VTL travellers entering Singapore, which includes the documents required.

All travellers must be fully vaccinated (except children aged 12 years and below as of calendar year*) and will be required to provide the following:

 - An accepted digitally verifiable vaccination certificate (i.e. contains a QR code for verification) in English.
o View the VTL vaccination requirements  here.
o QR codes in ICAO Visible Digital Seal for Non-Constrained Environments (VDS-NC) format are also recognised, as long as they are issued by any VTL country or any country that meets the EU DCC standards and have joined the EU DCC system.
o Please note that CovPass and the WHO Yellow Card will not be accepted.

- A negative pre-departure Covid-19 test result within 2 days of flight departure. Infants aged 2 years and below (as of calendar year) are exempted from the test.   

A traveller who has recovered from Covid-19 is considered fully vaccinated if he or she has had one dose of a vaccine of a type that is acceptable to the Singapore Government, administered at least 28 days after the date that the passenger first tested positive for Covid-19. Such a passenger must also present a recovery certificate or discharge memo to prove that he or she had recovered from Covid-19, unless he or she has a European Union Digital Covid Certificate (EU DCC) of vaccination, a National Health Service (NHS) Covid Pass or a Northern Ireland Covid Certificate.  

Additionally, short-term visitors and long-term pass holders, except for children aged 12 years and below (as of calendar year), will require a Vaccinated Travel Pass (VTP), which can be applied for between 3 to 60 days of the flight. Customers will be requested to upload their vaccination certificates for verification in order to apply for the pass. More details can be found here

Singapore citizens and permanent residents do not need to apply for a VTP, but will be required to show their vaccination status on the HealthHub or TraceTogether app, or present proof of their vaccination at check-in before departure for Singapore. Permanent residents will also need a valid re-entry permit.

Passengers departing Brunei on a VTL flight may require further exit documentation. Please refer to the requirements here.

*For Singapore to Malaysia VTL flights, this will be based on one’s date of birth.

Do masks still have to be worn on Vaccinated Travel Lane (VTL) flights?

 
Yes, all passengers must wear a face mask throughout the flight due to regulatory requirements. The mask may be removed when eating and drinking.

Although a face mask is provided in the complimentary SIA Care Kit, you may wish to bring along extra masks to ensure you have sufficient supply throughout your journey.

Do masks have to be worn at the airports?

 
There may be regulations on mask-wearing at the airports. Travellers are advised to check the requirement from the respective countries before their flights.

Australia (New South Wales, Western Australia and Victoria)
Face masks are required to be worn at the airport except for children under the age of 12 years old.

Brunei
Face masks are required to be worn at the airport. This includes fabric mask or surgical mask or that of a higher grade designed or made to be worn over the nose and mouth to provide the wearer protection against infections or air pollution.

Cambodia
All passengers are required to wear a mask at the airport. Surgical masks are acceptable. 

Canada 
It is mandatory for face coverings to be worn at all times while in the terminal. The exceptions are infants under the age of two or if an individual has a respiratory condition or has a disability where it is not feasible to wear a face covering. 

Denmark

Face masks or shields are required at the airport, except for children up to the age of 12 years old, people with a decreased level of consciousness, or people with physical or mental impairments that make it impossible for them to remove the face mask or shield themselves.

France 
All passengers, including children 11 years old and above in the calendar year, must wear medical-grade masks, such as surgical or FFP2 masks, at all airports in France, inside and outside terminals.

Germany
All passengers, including children 6 years old and above in the calendar year, must wear medical-grade masks, such as surgical, FFP2, or KN95/N95 masks, at all airports in Germany. Simple cloth coverings, scarfs, visors, and masks with an outlet valve are prohibited

Indonesia
Masks are required to be worn at the airport, except for children aged 5 years old and below or people who are medically exempted.   

India
All passengers are required to wear a mask at the airport.  

Italy
All passengers on board flights to and from Italy must wear a FFP2 face mask. N95 and KN95 masks are acceptable alternatives. A surgical mask will not be sufficient..

Malaysia 
All passengers, except infants below 2 years old, must wear a three-ply face mask at all airports in Malaysia. In addition, it is recommended to wear a fabric mask on top of the three-ply face mask.   

South Korea 
Face masks are required to be worn at the airport. Surgical masks, disposable masks, KF 94, KF80, anti-droplet masks, and cloth masks are accepted.

Sri Lanka
All passengers are required to wear a mask at the airport. 

Switzerland 
Masks are required to be worn at the airport, except for children under the age of 12 years old or people with medical conditions.  

Thailand
All passengers are required to wear a mask at the airport. Surgical masks are acceptable.

The Maldives
All passengers are required to wear a mask at the airport. 

The Netherlands

Face masks are required to be worn at the airport, except for children under 13 years old or people with a disability or health conditions.

The United Kingdom (UK)
A face covering that securely covers the nose and mouth is required to be worn at the airport. Exemptions apply, but not limited to, children under the age of 11 years old, people who cannot put on, wear or remove a face covering because of a physical or mental illness or impairment, or disability, where the putting on, wearing or removing a face covering will cause severe distress and instances where people are speaking to or providing assistance to someone who relies on lip-reading, clear sound or facial expressions to communicate.

The United States of America (USA)
Face masks are required to be worn at the airport, except for children under the age of 2 years old and people with disabilities who cannot wear a mask or cannot safely wear a mask, because of the disability as defined by the Americans with Disabilities Act. The masks must completely cover the mouth and nose. Masks should fit snugly against the sides of the face.

Turkey
Face masks are required to be worn at the airport, except for children under the age of 7 years old and people whose reasons for not wearing masks are documented with reports.

Based on Vaccinated Travel Lane (VTL) requirements to enter Singapore, how much time do I need before I book to travel?

 
All travellers who wish to travel on a VTL flight should factor in the time required to obtain the necessary vaccinations and documentation, such as visa, vaccination certifications, and/or the Vaccinated Travel Pass (VTP). Learn more about the documentation requirements for a VTL flight here.
 
Some key timelines include:
- Fully vaccinated against Covid-19 with the final dose completed at least 14 days prior to arrival in Singapore. 
- Vaccinated Travel Pass between 3 to 60 calendar days prior to the intended date of entry into Singapore for Short-term visitors and Long-term pass holders.
 
Customers departing from Brunei will also need to consider the application process for exit permits. Further details are available here here
 

How long is a Vaccinated Travel Pass (VTP) valid for?

 
Only short-term visitors and Long-Term Pass holders are required to apply for a VTP. A VTP is valid for a single entry up to 6 calendar days from the intended date of entry into Singapore. Further details can be found here.
 
Applications for the VTP can be submitted here.

Do I need to apply for my visa before I apply for my Vaccinated Travel Pass (VTP)?

 
If you require a visa to enter Singapore, you should always apply for your VTP before you apply for your visa.

What type of accommodation is acceptable for self-isolation after my on-arrival test?

 
Travellers may secure their own accommodation in Singapore. However, they must ensure that they have an individual room with an attached bathroom at a residential or non-residential accommodation (i.e., hotel or serviced apartment) to self-isolate at as they wait for their on-arrival test result.

Does the complimentary rebooking policy apply to Vaccinated Travel Lane (VTL) flights?

 
If your new or existing booking is a Singapore Airlines ticket issued between 5 March 2020 and 31 March 2022, you will be able to enjoy unlimited complimentary rebooking.

After 31 March 2022, you will be eligible for a one-time complimentary rebooking. Do note that additional charges may apply for fare differences.

Can I use my existing flight credits/bonus flight credits to book a Vaccinated Travel Lane (VTL) flight?

 
Yes, flight credits can be used to book a VTL flight. Before doing so, please ensure that you meet all VTL requirements.

I had Covid-19 but have since recovered. However, I do not have a vaccine certification. Am I allowed on the Vaccinated Travel Lane (VTL) flight?

 
No, you may not board a VTL flight without a valid vaccine certification. Children aged 12 years and below (as of calendar year*) are exempted, as long as they are travelling with a fully vaccinated traveller. 
 
A traveller who has recovered from Covid-19 is considered fully vaccinated if he or she has had one dose of a vaccine of a type that is acceptable to the Singapore Government, administered at least 28 days after the date that the passenger first tested positive for Covid-19. Such a passenger must also present a recovery certificate or discharge memo to prove that he or she had recovered from Covid-19, unless he or she has a European Union Digital Covid Certificate (EU DCC) of vaccination, a National Health Service (NHS) Covid Pass or a Northern Ireland Covid Certificate. 

*For Singapore to Malaysia VTL flights, this will be based on one’s date of birth.

I had Covid-19 but have since recovered. I have a Singapore MOH Discharge Memo that states that I can be exempted from Pre-Event Testing. Do I still need to take a pre-departure test to the VTL country and/or to return back to Singapore?

 
Travellers must fulfil the entry requirement of their destination. With effect from 23 January 2022, 2359hrs (SGT), VTL travellers who recently recovered from Covid-19 (i.e. within 90 days of their last infection) are exempted from all testing requirements if they provide appropriate documentary proof of their recovery. Learn more here.

Can I use a Vaccinated Travel Pass to board a non-Vaccinated Travel Lane (VTL) flight and enter Singapore?

 
Passengers on non-VTL flights cannot use a Vaccinated Travel Pass (VTP) to enter Singapore. All passengers are advised to check if they meet the entry requirements for their entire travel itinerary. Please note that short-term visitors are not allowed on non-VTL flights, and any Long-Term Pass holder boarding these flights will still need to be fully vaccinated and carry a valid entry approval
 
As regulations may change at short notice, do check the travel advisories issued by the local authorities before your trip.

Is the vaccination requirement only for short-term visitors to Singapore?

 
No, all travellers, including Long-Term Pass holders, Singapore citizens, and Singapore permanent residents planning to travel on a Vaccinated Travel Lane (VTL) flight must be fully vaccinated and meet all VTL requirements. Children aged 12 years and below (as of calendar year*) are exempted, as long as they are travelling with a fully vaccinated traveller. 
 
*For Singapore to Malaysia VTL flights, this will be based on date of birth.

What safe management measures are in place in Singapore and the VTL countries listed?

 
Singapore is in the preparatory stage of transition to Endemic Covid-19. To learn more about the latest safe management measures, please visit the Ministry of Health’s Covid-19 website

For information about the VTL countries’ safe management measures, please click the links below:

What is the difference in requirements when flying on a Vaccinated Travel Lane (VTL) flight vs a non-VTL flight into Singapore?

 
To enter Singapore quarantine-free via the Vaccinated Travel Lane (VTL), travellers must fly on a designated VTL flight. Travellers must ensure they meet the VTL requirements in order to board the flight. For short-term visitors and Long-Term Pass holders, they must have a Vaccinated Travel Pass (VTP) as part of the requirements.
 
Travellers on a non-VTL flight will be subject to the prevailing entry requirements for Singapore including serving quarantine measures/Stay-Home Notice (SHN). Short-term visitors are not allowed to enter Singapore on non-VTL flights, unless they hold a valid approval of entry from the ICA. Do note that the VTP may not be used to board a non-VTL flight.
 
To check your eligibility to enter Singapore, please click here.
 
Upon arrival in Singapore, all travellers1 are required to take an on-arrival test and post-arrival tests:
  • VTL travellers, including Singapore citizens and permanent residents, must take an on-arrival Covid-19 PCR test1 and self-isolate until they receive a negative result. VTL travellers arriving from 23 January 2022, 2359hrs (Singapore time) will only be required to take unsupervised self-administered ART on Days 2 to 7 post-arrival and if only they wish to go out. They do not need to submit their ART results but must test negative before going out. VTL travellers arriving before 23 January 2022, 2359hrs (Singapore time) will still need to do unsupervised self-administered ART on Days 2, 4, 5, 6 of arrival, and supervised ART on Days 3, 7 post-arrival.   
  • Non-VTL travellers with a 14-day travel history to Category II and III countries/regions are required to serve a 7-day  SHN at their place of residence/self-sourced hotel/serviced apartment, while non-VTL travellers with a 14-day travel history to Category IV countries/regions are required to serve a 10-day SHN at a SHN dedicated facility. At the end of the SHN period, they will be required to take a Covid-19 PCR test1. Non-VTL travellers with a 14-day travel history to only Category I countries/regions are not required to serve SHN but must take an on-arrival Covid-19 PCR test1 and self-isolate until they receive a negative result. 
  • VTL and non-VTL travellers arriving after 23 January 2022, 2359 hours who are fully vaccinated and recently recovered (i.e. within 90 days of their last infection) will be exempted from all testing and SHN requirements if they are able to provide appropriate documentary proof. Click here for more info.
  • VTL and non-VTL travellers who are non-fully vaccinated and recently recovered (i.e. within 90 days of their last infection) will be exempted from pre-departure testing requirements but will still be subjected to all other prevailing border measures.

1Infants aged 2 and below (as of calendar year) will be exempted from pre-departure, on-arrival, and post-arrival test requirements.

Is the Vaccinated Travel Lane (VTL) only available for one-way travel?

 
The Vaccinated Travel Lane (VTL) only operates from the listed VTL countries to Singapore. Travellers can take any flights out of Singapore as long as they meet the entry requirements of their planned destination.

To enter Malaysia quarantine-free via the VTL, you must fly on designated VTL flights to Kuala Lumpur. Information on the eligibility requirements may be found here.
 
Always check entry requirements for your planned destination before you fly.

Brunei – Singapore VTL: What is the difference between a Reciprocal Green Lane (RGL) and the Vaccinated Travel Lane (VTL) to Singapore?

 
VTL customers can travel from Brunei to Singapore for any purpose, including leisure. They do not need to submit a specific itinerary ahead of arrival. Information on the VTL requirements may be found here.
 
RGL customers are only allowed to enter Singapore for essential business and official travel reasons, and must be sponsored for entry. Only companies or government agencies in Singapore can sponsor a SafeTravel Pass under the RGL. Sponsored travellers must be a resident of Brunei and hold a valid passport. RGLs are for single-entry, and an itinerary of up to 14 days in Singapore must be submitted by sponsors prior to departure. Businesses may apply for this pass here
 
Please note that travelling out of Brunei is still restricted to essential travel as per Brunei PMO guidelines.

Regardless of travel type, an exit application may be requested by the Brunei PMO. Customers are advised to read about the requirements on this website prior to travel.
 
RGL customers are recommended to fly on a non-VTL flight. If they fly on a VTL flight, they will be required to undertake all VTL requirements.
 
 
Test requirements:

VTL test requirements are available here.
 
RGL customers leaving Brunei for Singapore are required to take a pre-departure Covid-19 PCR test within two days before flight departure, and an on-arrival PCR test at Singapore Changi Airport. This does not apply to returning RGL passengers who flew from Singapore to Brunei and are flying back to Singapore again.
 
Customers returning on an RGL to Brunei are not required to take a pre-departure Covid-19 PCR test. However, having a negative Covid-19 PCR certificate taken within 72 hours from the flight departure may reduce the length of self-isolation upon arrival.  
 
 
Quarantine:

VTL customers are exempted from quarantine/SHN in Singapore, but will need to serve quarantine upon return to Brunei.
 
RGL customers are exempted from quarantine/SHN in Singapore and are also exempted from quarantine upon return to Brunei.
 
As travel advisories change frequently, we recommend passengers review information provided by ICA prior to travel:
 
VTL requirements are available here.
 
RGL requirements are available here.
 

Can I travel to non-Vaccinated Travel Lane (VTL) countries during the 14 days before the date of my VTL flight for entry into Singapore?

 
You will not be allowed to board the VTL flight if you are entering Singapore and have been to any non-VTL countries within the last 14 days before your flight, with the exception of CAT I countries/regions. This includes any transit through a non-VTL country, even when you have not exited their airport.

For passengers who are transiting through Singapore on a VTL flight, travel history restrictions do not apply. 

Transit passengers are not allowed to board the VTL flights between Singapore and Malaysia. This includes passengers who have bought separate tickets.

Transfers to and from India via Singapore are also not allowed until further notice due to regulatory requirements.

If I am transiting through Singapore, am I allowed to travel to a non-Vaccinated Travel Lane country in the last 14 days before my VTL flight?

 
Yes, you may. You should still check and ensure that you meet the entry requirements of the final destination.

Do note that transit passengers are not allowed to board the VTL flights between Singapore and Malaysia. This includes passengers who have bought separate tickets.

Transfers to and from India via Singapore are also not allowed until further notice due to regulatory requirements.

Is quarantine-free and test-free travel across all VTL countries possible?

 

The following countries provide quarantine and test-free entry to vaccinated travellers from Singapore: Denmark, Germany, Spain, and Turkey.

Please refer to country specific travel advisories to understand their entry requirements for fully vaccinated travellers. Our VTL page also provides details on what tests and/or quarantine measures may be in place. 

Do note the entry requirements on our VTL page may not be comprehensive. Links to the country’s official advisories are given where available. 

For Singapore citizens and permanent residents who are taking a Vaccinated Travel Lane (VTL) flight, is a QR code required for the pre-departure test and/or vaccination certificates?

 
Singapore Citizens and Permanent Residents who are taking the VTL flights can provide their vaccination status using the HealthHub or TraceTogether app. 
 
Please note, in order to board a flight from Singapore to a VTL country you must use Notarise to digitally authenticate and endorse any required pre-departure test and/or vaccination certificates in order to facilitate verification by the relevant authorities.

When calculating the age of a child, what does “as of calendar year” mean?

 
We determine the age of a child by the year he/she was born, regardless of whether his/her birthday has passed. For example, when the exemptions are for “children aged 12 years and below”, only children born in or after 2010 will be exempted in 2022.

I have an existing booking to a country that has just been added to Singapore’s Vaccinated Travel Lane (VTL) scheme. However, as my existing flight is not a VTL flight, can I transfer to a VTL flight?

 
All customers with an existing booking will be notified if their flight has been designated a VTL flight. In order to board the flight, you must meet all VTL requirements. This includes being fully vaccinated against Covid-19, except for children aged 12 years and below (as of calendar year*) who are flying with a fully vaccinated traveller.

If you do not meet the VTL requirements, you will be reaccommodated to one of our non-VTL flights and must meet the entry requirements for your travel itinerary. Please note that short-term visitors will not be allowed to board non-VTL flights with a Vaccinated Travel Pass (VTP).

As regulations may change at short notice, please check the travel advisories provided by the local authorities.

*For Singapore to Malaysia VTL flights, this will be based on date of birth.

What is the TraceTogether app and why is it necessary when visiting Singapore?

 
The TraceTogether app supports Singapore's efforts to fight the spread of Covid-19 through community-driven contact tracing. All travellers will be required to utilise the TraceTogether app or rent a TraceTogether token during their stay in Singapore. They must also retain their TraceTogether app data for 21 days after leaving Singapore. 
 
Children aged 6 years or younger as of calendar year are exempted from the TraceTogether requirement.  For information on setting up the app, click here

I was in a territory of a Vaccinated Travel Lane (VTL) country in the past 14 days prior to my VTL flight. Does it count towards the travel history requirement of being in a VTL country in the past 14 days?

 
Having a travel history in a territory of a VTL country is considered being in the VTL country. It can be included in the 14-day travel history requirement. Please click here to check the list of countries.

Does SIA offer Covid-19 insurance that may cover the local insurance requirement for short-term visitors?

 
Passengers departing France, Germany, South Korea and Switzerland can purchase travel insurance with enhanced Covid-19 coverage, underwritten by our insurance partners, AIG and Allianz.. 
 
The travel insurance offered by both partners meet the mandatory insurance requirement for short-term visitors entering Singapore on a Vaccinated Travel Lane (VTL), which requires passengers to secure insurance for Covid-19 related medical treatment and hospitalisation whilst in Singapore.   
 
Learn more about the insurance benefits and view the terms and conditions for the respective countries here.   
 
Currently this insurance is unavailable for customers departing from Australia, Brunei, Cambodia, Canada, Denmark, India, Indonesia, Italy, Malaysia, the Maldives, the Netherlands, Spain, Sri Lanka, Thailand, Turkey, the United Kingdom and the United States of America. For alternate providers, please click here.  

I have fulfilled the 14-day travel history for a VTL flight. Can I fly from a VTL country into Singapore via Malaysia?

 
Passengers who want to travel from a VTL country through Malaysia into Singapore will have to clear Immigration in Malaysia prior to proceeding to Singapore. Quarantine may apply in Malaysia.

I was reaccommodated to a Vaccinated Travel Lane (VTL) flight but I do not meet the VTL requirements. What are the options available to me?

 
You may submit your request via our Assistance Request Form for rebooking or refund.

VTL: Bookings

If I have a flight booking, but I tested positive for Covid-19 during the pre-departure Covid-19 test. Will I be able to get a refund?

 
If you test positive for Covid-19, you will not be allowed to board any Singapore Airlines flight.

You may request for a refund for the unused portion of your ticket, with cancellation fees waived. The refund will be processed according to the original mode of payment. You may use the Assistance Request Form to submit your request.

With effect from 23 January 2022, 2359hrs (SGT), VTL travellers who recently recovered from Covid-19 (i.e. within 90 days of their last infection) are exempted from all testing requirements if they provide appropriate documentary proof of their recovery. Learn more here.

Your VTL flight schedule ends on a specific date, but I have a flight booking on Singapore Airlines after this. Will the flight be a Vaccinated Travel Lane (VTL) flight?

 
VTL flights are subject to regulatory approvals from the Singapore Government. Our flight schedules will be updated once approvals are granted.

I will be flying domestically within a VTL country before flying back to Singapore. Am I eligible to board a Vaccinated Travel Lane (VTL) flight?

 
Yes, there are no restrictions on domestic flights taken within a VTL country. You will be allowed to board the VTL flight as long as you meet all VTL requirements.
 
Travellers should check the latest updates on the VTL on the Singapore Safe Travel website prior to travel.

VTL: Vaccination requirements

Must all passengers be vaccinated in order to board a Vaccinated Travel Lane (VTL) flight? How far in advance should I get vaccinated before travelling on a VTL flight?

 
All travellers must be fully vaccinated and hold a valid vaccination certificate. Unvaccinated children aged 12 years and below (as of calendar year*) will only be allowed on a VTL flight if accompanied by an eligible vaccinated individual. 

To be considered fully vaccinated:
  • Passengers must have received and completed the full regimen of the Pfizer-BioNTech/Comirnaty, Moderna, or other World Health Organisation Emergency Use Listing vaccines, with the final dose completed at least 14 days before their intended date of entry into Singapore.
  • A traveller who has recovered from Covid-19 is considered fully vaccinated if he or she has had one dose of a vaccine of a type that is acceptable to the Singapore Government, administered at least 28 days after the date that the passenger first tested positive for Covid-19. Such a passenger must also present a recovery certificate or discharge memo to prove that he or she had recovered from Covid-19, unless he or she has a European Union Digital Covid Certificate (EU DCC) of vaccination, a National Health Service (NHS) Covid Pass or a Northern Ireland Covid Certificate.

Passengers must provide an accepted digitally verifiable (i.e. contains a QR code for verification) vaccination certificate in English. 

QR c
odes in 
ICAO Visible Digital Seal for Non-Constrained Environments (VDS-NC) format are also recognised, as long as they are issued by any VTL country. 

Please note that CovPass and the WHO Yellow Card will not be accepted.

*For Singapore to Malaysia VTL flights, this will be based on date of birth.

For Singapore Citizens and Permanent Residents who are taking the Vaccinated Travel Lane (VTL) flights, is a QR code required on the Singapore vaccination certificate?

 
Singapore Citizens and Permanent Residents who are taking the VTL flights can provide their vaccination status using the HealthHub or TraceTogether app. 
 
In order to board a flight from Singapore to a VTL country must use Notarise.to digitally authenticate and endorse any required pre-departure test and/or vaccination certificates to facilitate verification by the relevant authorities.

I have a European Union Digital Covid Certificate (EU DCC) for vaccination, but I was not vaccinated in any of the Vaccinated Travel Lane (VTL) countries. Can I take a VTL flight?

 
The European Commission has announced its decision to recognise the Singapore HealthCerts as equivalent to the European Union (EU) Digital COVID Certificate (DCC), connecting Singapore to the EU DCC trust framework. 

Following this, the Civil Aviation Authority of Singapore will accept vaccination certificates issued in the EU DCC format by the EU Member States and by non-EU Member States that have joined the EU DCC system, as a valid proof of vaccination for travel under the VTL. 

With this, a traveller departing from a VTL country may now present their vaccination certificate in the EU DCC format issued by any country in the EU DCC system, even if it is a non-VTL country, for travel under the VTL. Such travellers will still need to meet the other VTL conditions.

My vaccination certificate is not in English. Will it be accepted as a valid certificate for the Vaccinated Travel Lane (VTL)?

 
When entering Singapore on a VTL flight, your vaccination certificate needs to be in English and digitally verifiable (i.e. with a QR code for verification).
 
The Covid-19 pre-departure test certificate provided at check-in must also be in English. 

I have completed the full vaccination regimen with two doses of the approved vaccine. My European Union Digital Covid Certificate (EUDCC) for vaccination shows only 1 QR code for my full vaccination. The application for the Vaccinated Travel Pass (VTP) requires two QR code for two doses. How do I apply for the VTP?

 
Travellers with the EUDCC for vaccination are still required to upload one QR code per dose received onto the STO application portal.  If you have a digitally verifiable vaccination certificate, but cannot obtain the required number of QR codes, you may write to the Safe Travel Office using the enquiry form or call the SafeTravel Enquiries helpline at +65 6812 5555. 
 
Please note that a non-digitally verifiable vaccination certificate (i.e. those that do not contain a QR code that can be scanned to read and authenticate the traveller’s vaccination status) will not be accepted. 

VTL: Testing requirements

Where can I take my pre-departure Covid-19 test in VTL countries?

 
All travellers, with the exception of
  • infants aged 2 years and below (by calendar year),
  • With effect from 23 January 2022, 2359hrs (SGT) fully vaccinated travellers who recently recovered from Covid-19 (i.e. within 90 days of their last infection)   
are required to take a pre-departure Covid-19 test. This is regardless of whether you are transiting or entering Singapore. You can find a list of clinics and hospitals that administer the Covid-19 PCR test in each country here.

If you are travelling to Singapore on a Vaccinated Travel Lane (VTL) flight, please ensure your test is taken within two days of the flight’s scheduled departure. Transit passengers may wish to check if this test will also meet their final destination’s PCR requirements, where applicable.

How many Covid-19 tests are required for the Vaccinated Travel Lane (VTL) flight to Singapore?

 
Except for infants aged 2 years and below (as of calendar year), all passengers are required to take:

1. A pre-departure test within two days before flight departure. You must obtain a negative test result in English. Travellers should contact and take their test at an internationally accredited or recognised laboratory, clinic, or medical facility. The full list can be found here. With effect from 23 January 2022, 2359hrs (SGT), fully vaccinated travellers who recently recovered from Covid-19 (i.e. within 90 days of their last infection) are exempted from all testing requirements if they provide appropriate documentary proof of their recovery. Learn more here.

2. An on-arrival test at Changi Airport. Travellers should register and make payment for their on-arrival test prior to departing for Singapore via the Safe Travel concierge.

3. Travellers arriving from 23 January 2022, 2359hrs (Singapore time) will only be required to take unsupervised self-administered ART on Days 2 to 7 post-arrival and only if they wish to go out. They do not need to submit their ART results but must test negative before going out. Travellers arriving before 23 January 2022, 2359hrs (Singapore time) will still need to do unsupervised self-administered ART on Days 2, 4, 5, 6 of arrival, and supervised ART on Days 3, 7 post-arrival.  Travellers must test negative on their self-administered ART before going out.  

• ART kits will not be provided upon arrival. If you do not have ART kits, you may either bring along ART kits authorised for use in Singapore from your country of departure, or purchase authorised ART kits from any local clinic, pharmacy, retailer, or e-commerce platform. 

• If you are serving self-isolation pending your on-arrival Covid-19 PCR test results, you may obtain ART kits via apps such as Grab or foodpanda, which offer 24/7 delivery. Those residing in hotels can also seek your hotel concierge’s assistance to obtain ART kits. You should not leave your place of accommodation to purchase ART kits prior to receiving your negative PCR test results on Day 1.

Additional FAQs on the tests above can be found here.

Where can I take my pre-departure Covid-19 test in Singapore?

 
Travellers must make an appointment at an approved clinic or testing centre in Singapore. For greater convenience, you can make an appointment and check your test results online (available for selected clinics only).

How long do I have to wait until the On-Arrival Test (OAT) result is out?

 
The OAT test result should be out within 24 hours from the time it was taken. Customers must remain self-isolated until their on-arrival test result is confirmed to be negative.

Customers will receive a message from the Safe Travel Office in Singapore confirming their results. Upon notification of a negative result, they will be free to go about their activities in Singapore.

With effect from 23 January 2022, 2359hrs (SGT), fully vaccinated travellers who recently recovered from Covid-19 (i.e. within 90 days of their last infection) are exempted from all testing requirements if they provide appropriate documentary proof of their recovery. Learn more here.

Can my family members self-isolate with me as I await my on-arrival test results?

 
Travellers must isolate alone, unless their household members who are vaccinated have the same travel history, arrival date, and self-isolation requirement.

How much will the tests cost, and do I need to pre-pay for all the tests?

 
The on-arrival test will cost SGD125 (including GST), subject to change. 
 
Pre-payment for an on-arrival test is required for all Vaccinated Travel Lane (VTL) and non-VTL customers, and is done via the Safe Travel Concierge.

Post-arrival test will cost SGD15, subject to change.  Payment is to be made at the Quick Test Centre (QTC). Only cashless payment is accepted at the QTC, e.g. Mastercard, NETS, PayNow, and Visa.

What happens if my flight is cancelled? Can I get a refund on my test pre-payment?

 
As testing processes and policies are managed by the Singapore Government, refunds may be considered on a case-by-case basis by the Immigration and Checkpoints Authority. Learn more here.

How is the duration of the pre-departure Covid-19 test validity determined? Will my test still be valid if I change my flight date?

 
The pre-departure Covid-19 test is valid for two days prior to the scheduled flight departure to Singapore.

For example, if the flight is scheduled to depart on 15 October 2021, the COVID-19 test must be taken no earlier than 13 October 2021.

If your flight date has changed, please ensure your pre-departure Covid-19 test is taken within two days of your revised flight date and time.

Do I need to take an on-arrival test if I am taking a VTL flight to transit through Singapore?

 
No, an on-arrival test is applicable only for passengers who are entering Singapore.

With effect from 23 January 2022, 2359hrs (SGT), fully vaccinated travellers who recently recovered from Covid-19 (i.e. within 90 days of their last infection) are exempted from all testing requirements if they provide appropriate documentary proof of their recovery. Learn more here.

What happens if I test positive for Covid-19 upon arrival in Singapore or before my return flight?

 
If you test positive for Covid-19, you will be sent to a government hospital for treatment. Passengers will not be allowed to board the aircraft if they have been diagnosed or suspected to have Covid-19 infection in the last 14 days before or during the trip.
 
Please note that all short-term visitors travelling to Singapore must purchase travel insurance with a minimum coverage of SGD30,000 for Covid-19 related medical treatments and hospitalisation costs, prior to their travel to Singapore. 
 
A list of providers is available here.

I am travelling from Kuala Lumpur to Singapore, and my return flight is a day later. Can I reuse my negative Covid-19 test result on my return flight?

 
Yes, a negative test result can be used for one or more flights, as long as the test had been taken within 2 days before the flight.

VTL: Alternative options

If some members of my travelling party are not eligible for the Vaccinated Travel Lane (VTL) flight, can exceptions be made for us to travel together?

 
Due to regulatory requirements, all travellers must meet the requirements for VTL travel. Children aged 12 years and below (as of calendar year*) who are not vaccinated can board the VTL flight if flying with a fully vaccinated individual. 

Where available, travellers with members not eligible for a VTL flight are advised to book a non-VTL flight. They must ensure they meet all the entry requirements for their travel itinerary. 

Please note the Vaccinated Travel Pass (VTP), will not be recognised to board these non-VTL flights, and quarantine will apply. As regulations may change at short notice, please check the travel advisories provided by the local authorities.

*For Singapore to Malaysia VTL flights, this will be based on date of birth.

Non-vaccinated travellers will not be eligible for Vaccinated Travel Lane (VTL) flights due to regulatory requirements. What options are available for them?

 
Non-vaccinated travellers, except for children aged 12 years and below (as of calendar year*) travelling with a fully vaccinated traveller, will not be permitted to board a VTL flight. Impacted travellers with current bookings departing from a VTL country to Singapore can rebook a non-VTL flight.

Please note that Vaccinated Travel Passes (VTP) may not be used to board non-VTL flights, and short-term visitors are not allowed to board these flights without a valid approval letter of entry from the Singapore Immigrations and Checkpoints Authority (ICA). Long-Term Pass holders are required to hold a valid vaccination certification regardless of whether they are on a VTL or non-VTL flight, further requirements will also apply. 
 
All passengers travelling on non-VTL flights must meet the entry requirements for their travel itinerary. As regulations may change at short notice, customers are advised to check the latest travel advisories provided by the local authorities. 

*For Singapore to Malaysia VTL flights, this will be based on date of birth.

VTL: Cancellation

Is there a possibility that the Vaccinated Travel Lane (VTL) arrangement may be suspended?

 
In the event the VTL is suspended, Singapore Airlines will adhere to the guidance of the regulators in this situation, and customers will be informed of any changes.  

Where customers' flights are cancelled or reverted to a non-VTL flight, affected passengers will be eligible for a refund of their tickets.  This includes a waiver of cancellation fees. A refund will be accorded to the passengers’ original form of payment for unutilised portion(s) of their tickets (including non-refundable tickets).

What are my options if my Vaccinated Travel Lane (VTL) flight is cancelled?

 
If your VTL flight is cancelled by the Singapore Government, you will be able to rebook or get a refund for the unused portion of your ticket. Any refunds will be processed according to the original mode of payment. 
 
Those who booked directly with Singapore Airlines may use our Assistance Request form to submit their request. 
 
For all other bookings, please contact your travel agent or purchasing airline for assistance. Do note your travel agent may charge fees, depending on the terms and conditions of your booking with the agency.





Entry into Australia

Is my non-Australia issued proof of vaccination accepted for FEPO?

 
Yes, your vaccination certificate must be issued by a national/state-level public health authority or an accredited vaccination provider. It needs to be in the form of a digital or paper certificate. A letter will not be accepted.

The certificate must be in English or accompanied by a certified translation. A stamp or membership number of a professional translation association will need to be provided for translations. 

Your certificate must show:
1. Traveller’s name as it appears in the passport
2. Traveller’s date of birth or passport number
3. Traveller’s list of doses with the following details:

o The date each dose was administered or the date on which the traveller completed a full course of immunisation
o The brand of the vaccine

You will be denied boarding if your vaccination certificate does not meet all the requirements.  

How would a passenger’s proof of vaccination be verified for FEPO flights?

 
For passengers vaccinated in Australia, they will need to hold an AU Department of Foreign Affairs and Trade (DFAT) issued International COVID-19 Vaccination Certificate (ICVC), the QR code on your ICVC will be scanned using the DFAT "reader app". Your passenger details will be verified through the app. For passengers vaccinated in other countries, legally binding attestation that your vaccination certificate is authentic and that states that you are fully vaccinated will be required as part of your Australian Travel Declaration (ATD). This must be submitted 72 hours before flight departureYour proof of vaccination will also be required at check-in.

What does it mean to be fully vaccinated for a FEPO flight?

 
The definition for being fully vaccinated for FEPO flights is aligned with the Australian Government regulations. Fully vaccinated individuals will have completed the full course of a TGA approved or recognised vaccine at least 7 days prior to departure to Australia.  

A full vaccine course comprises of two doses of a TGA approved or recognised vaccine. The only exception is the Janssen-Cilag Covid Vaccine, where one dose is considered the full dosage and recipients will be considered fully vaccinated.  

Mixed doses of a TGA approved or recognised vaccine will also be considered fully vaccinated. 

Can unvaccinated customers make bookings for FEPO flights?

 
The exemptions to the vaccination requirements are:
• Children under the age of 12. 
• Travellers who cannot be vaccinated due to a medical condition and hold a waiver.
• Children aged 12 to 17 years who are not fully vaccinated, will be exempted from the arrivals cap if they are travelling with an adult guardian who meets the Australian Government’s criteria of fully vaccinated. Please refer to the arrival States’ guidelines as to any additional testing or other measures a 1217 -year-old traveller may need to adhere to following arrival.

All other unvaccinated customers are not eligible for FEPO flights and will not be allowed to board.

I have fully recovered from Covid-19 do I still need to meet the vaccination requirements to board a FEPO flight?

 
Regardless of whether you have fully recovered from Covid-19 or not, you may only board a FEPO flight if you have been fully vaccinated.

The only exceptions are:
  • Children under the age of 12.
  • Travellers who cannot be vaccinated due to a medical condition and hold a waiver
  • Children aged 12 to 17 years who are not fully vaccinated, will be exempted from the arrivals cap if they are travelling with an adult guardian who meets the Australian Government’s criteria of fully vaccinated. Please refer to the arrival States’ guidelines as to any additional testing or other measures a 1217-year-old traveller may need to adhere to following arrival.
 

What if an ineligible passenger shows up at the airport with a booking on a FEPO flight?

 
If you have an existing booking on a FEPO flight, but do not meet the FEPO criteria, please contact your local Singapore Airlines office and we will assist you with your booking. Any ineligible passenger who arrives at the airport for a FEPO flights will be denied boarding. 

I am unvaccinated and I have an existing booking what should I do?

 
If you are heading into any state, except New South Wales (Sydney), Queensland (Brisbane), South Australia (Adelaide), or Victoria (Melbourne): You are still subject to mandatory quarantine upon arrival, and hence vaccination status does not matter. If you have an existing booking, you will still be able to board your flight, unless there is a reduction in caps into the state. No action is required from you. 
 
If you are heading into New South Wales (Sydney), Adelaide, Brisbane, South Australia (Adelaide), or Victoria (Melbourne): Contact your local Singapore Airlines office and we will assist you with your booking. You will be subject to the NSW or Victoria caps and will need to undergo mandatory quarantine upon arrival. You must also ensure that you meet the entry requirements for Australia. 

I am unvaccinated and I don’t have an existing booking what should I do?

 
You will be subject to caps which are determined and administered by the Australian state and federal governments, and will need to undergo mandatory quarantine upon arrival. As of now, we have exhausted our allocated caps into all Australian gateways for the near future . Hence, you will not be able to book a flight into Australia via Singapore Airlines until additional arrival caps are allocated to Singapore Airlines. Customers are encouraged to check our website regularly as seats availability may change at short notice.

Alternatively, Singapore Airlines will be operating Department of Foreign Affairs and Trade (DFAT) Facilitated Flights from Singapore to Darwin. You may like to check if you are eligible for these flights. Please note that there is a 14-day quarantine requirement for the DFAT repatriation flights to Darwin.

Will my waitlist be automatically confirmed for Adelaide, Brisbane, Melbourne, or Sydney, now that caps are lifted?

 
If you are waitlisted for a flight to Adelaide, Brisbane, Melbourne, or Sydney, you may or may not be confirmed as flights are subject to availability. When your booking is confirmed, you must ensure you fulfil the eligibility criteria to board a FEPO flight.

Do passengers need to quarantine at the first port of entry? Can they quarantine at another city or state/territory?

 
Please refer to the latest government advice for more details. Generally, passengers need to quarantine at the first port of entry unless an exemption is provided.

Can passengers travel to other cities or across states/territories after the mandatory quarantine without undergoing another round of quarantine?

 
Interstate travel quarantine requirements after the initial quarantine differ by state/territory. Please check the latest state/territory government advice for more details.

Is there a Vaccinated Travel Lane (VTL) flight Australia to Singapore?

 
Singapore Airlines operates VTL flights from Adelaide, Brisbane, Perth (from 5 February 2022), Melbourne or Sydney to Singapore. To find out more about VTL flights please click here.

I am travelling from the UK to Australia. Can I board a VTL flight to Singapore and transfer to a FEPO flight to enter Australia?

 
Yes, you may board a VTL flight to transit through Singapore enroute to Adelaide, Brisbane, Melbourne, or Sydney. All vaccinated Australian citizens, permanent residents and their immediate family members, as well as vaccinated Singapore citizens and valid visa holders are eligible.

When transiting via Singapore, please ensure your pre-departure Covid-19 test is completed within 48 hours of your flight departure to Singapore. If a PCR test is completed within this time period, it will be accepted for both transit in Singapore and entry into Australia.

The Department of Foreign Affairs and Trade (DFAT) issued International Covid-19 Vaccination Certificate (ICVC) will be accepted on VTL flights transiting through Singapore.

Due to regulatory requirements imposed in Singapore, transit passengers from a Category IV country or from the UK, Netherlands, Germany, and France will be required to stay in a transit holding area, and will not have access to Singapore Changi Airport's central transit area where the main airport amenities and SilverKris Lounge are located.

For more information on the VTL flight requirements, please click here.

I am travelling with a child 12–17 that does not meet the fully vaccinated criteria, will they have to serve quarantine?

 
Unvaccinated children aged 1217 entering Melbourne or Sydney will need to serve at least 7 days in self-isolation. This applies to both unaccompanied minors, and minors travelling with a fully vaccinated adult. 
 
Children travelling to Sydney will also need to take a PCR test within 24 hours oarrival, as well as on day 5 or 6 of their isolation. Once a negative test result is obtained, they will need to comply with the New South Wales Guidelines for Recently Fully Vaccinated Arrivals. They will also be restricted from visiting specific facilities e.g. school or childcare for 7 days. 
 
Children travelling to Melbourne will need a PCR test within 24 hours of arrival and a further test between days 5 to 7 after entering Victoria. They will also be restricted from attending school for 7 days after entering, and from visiting specific facilities such as childcare, aged care residential facilities, and hospitals for 14 days.

I have a Cambodian vaccination card and my name is provided in the Khmer language with my ID card number listed. Will this be accepted to board a FEPO flight?

 
No. To fulfil the Australian government’s vaccination certificate requirements, passengers with vaccination cards that contain their name in the Khmer language and/or have only their ID card number listed but do not show their passport number, must get their cards re-certified by a private healthcare provider.  
 
The certification must contain information required by the Australian Government in English and must be signed and stamped by the healthcare provider. The InterCare Medical Centre and Raffles Medical Phnom Penh are two clinics where this re-certification service is available. 


Singapore - Hong Kong Air Travel Bubble (ATB)

ATB: Flights

The Singapore-Hong Kong Air Travel Bubble has been deferred, what will happen to my flight?​

 
Customers booked on ATB flights and affected by the deferment will be notified about the changes to their bookings. Those who no longer wish to travel, may request for a refund of the unutilised portion(s) of their tickets, with cancellation fees waived. The refund will be processed according to the original mode of payment. Customers who booked directly with Singapore Airlines, may use our Assistance Request Form to request for the refund. ​

Customers who are covered under our complimentary rebooking policy, may also opt to rebook via Manage Booking with change fees waived. ​

For those who booked via a travel agent, please contact them directly for assistance.




Global Travel Waiver Policy (GWP)

GWP: Using flight credits

What are flight credits?

 
Singapore Airlines has introduced flight credits to give customers a peace of mind during these uncertain times and greater flexibility in their booking options in the future.​

Customers with tickets that are covered under our travel waiver policy can cancel their existing flight bookings using our Assistance Request Form and retain the full value of the unused fare and taxes portion of their tickets as flight credits. Once they have decided on their new travel plans, customers may use the flight credits to book their new flight itineraries, which must be completed by 30 June 2022.

What are bonus flight credits?

 

Bonus flight credits are awarded to customers with tickets that are covered under our travel waiver policy who  choose to retain their tickets as flight credits. This is our way of thanking them for their support during this challenging period. Customers will receive bonus flight credits based on the cabin class that they were originally booked on.​

This applies to 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 though a travel agent, am I eligible for the bonus flight credits option and the refund option?

 
Yes, this policy also applies to tickets purchased through our travel agents, subject to our terms and conditions. Do note that travel agents may charge fees, depending on the terms and conditions of your booking with the agency.

Travel agents who require assistance or have queries on the waiver policy may contact their local Singapore Airlines sales office directly. Customers who are unable to contact their travel agents may reach out to their local reservation offices.

If my tickets were purchased through a travel agent, must I rebook with the same agent?

 

For tickets purchased through a travel agency, please contact your agent for assistance to cancel your existing bookings and retain the unused value of your tickets as flight credits.

Once you are ready to travel, simply contact the same travel agent who will be able to assist you by using the flight credits to offset your new flight itinerary. You will also receive bonus flight credits if your ticket is eligible.

Any rebooking fees payable to Singapore Airlines will be waived. Do note that travel agents may charge fees, depending on the terms and conditions of your booking with the agency.

When will my flight credits expire?

 

All flight credits must be utilised, and the new travel itinerary must be completed by 30 June 2022.

Can I extend my travel beyond 30 June 2022?

 

No. Flight credits can only be used for travel up to 30 June 2022, unless otherwise extended by Singapore Airlines.

If the Covid-19 situation persists, will SIA consider extending the validity of the flight credits?

 

We will continue to review and update our travel waiver policy.

Where can I get the latest information on flight schedules ?

 

Visit our flight schedules page to search for flights.

GWP: Eligibility

How do I know if my 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 March 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 30 June 2022.


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. For tickets purchased directly with Singapore Airlines, you may use our Assistance Request Form to submit your request. Customers who booked their tickets via travel agents should contact them directly for assistance.

My ticket was purchased with KrisFlyer miles. What can I do?

 

Award tickets redeemed with KrisFlyer miles, as well as tickets purchased with “Mix KrisFlyer Miles and Cash”, are not eligible for flight credits or bonus flight credits. You may request for a full refund of your tickets, with waiver of miles redeposit fees and cancellation fees.

My ticket was purchased with HighFlyer points. What can I do?

 

Tickets purchased with “Mix Points with Cash” under the HighFlyer programme are not eligible for flight credits or bonus flight credits. You may request a full refund of your tickets, with waiver of cancellation fees.

My child’s ticket was purchased with a child / infant discount. What can I do?

 

You can choose to retain the unused value of the ticket as flight credits and use it for future trips. However, the bonus flight credits will not be applicable for these tickets.

I have flown partially on my ticket. What can I do?

 
If your ticket is covered under our travel waiver policy and you no longer wish to fly, you can opt for a full refund of the unused portion of your ticket with waiver of cancellation fees. ​

If you still wish to travel on the unused sectors of your ticket at a later date, you may choose to convert the unused portion of your ticket to flight credits for future bookings. Please note that bonus flight credits will not be applicable for partially flown tickets.

I purchased a ticket with “Complimentary Rebooking” after 15 March 2020. Am I eligible for bonus flight credits?

 

Tickets purchased after 15 March 2020 are not eligible for flight credits or bonus flight credits. Any change or cancellation will be subject to the ticket’s fare conditions.

Tickets purchased under the “Complimentary Rebooking” option will continue to enjoy complimentary rebooking. Top-up fees may still apply for fare differences in the new itinerary.

Are bookings on Scoot eligible for bonus flight credits?

 

Tickets purchased via Singapore Airlines for travel on Scoot are eligible for flight credits if they meet all conditions of the travel waiver policy. The full unused value of the ticket can be retained as flight credits. In addition, subject to the terms and conditions of this Policy, such tickets shall also be eligible for bonus flight credits.​

This travel waiver policy does not, however, apply to tickets purchased directly with Scoot.

My original ticket is a codeshare flight. Is my ticket eligible for bonus flight credits?

 
Yes, if your codeshare flight was booked via Singapore Airlines and your ticket meets all conditions of the travel waiver policy.

If I opt for the bonus flight credits option, what will happen to my ancillary charges such as additional baggage allowance and seat selection fees?

 

Additional baggage and seat selection fees will be refunded. Our team will be prioritising the processing of refunds based on earliest scheduled departure dates. For example, departures scheduled for March 2020 will be processed first, followed by departures in April 2020.

How would I know if these ancillary charges have been refunded to me?

 
We seek your understanding that the processing time for ancillaries will vary depending on the type of refunds.

Stand-alone refunds of ancillaries will have a shorter processing time.

Processing time for the refunds of tickets, including those with any ancillaries associated with the booking, will take longer. Any ancillaries will be refunded at the same time as the ticket.

If you booked directly with Singapore Airlines, you will receive an email notification once your refund request has been processed. It will 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.

GWP: Bonus Flight credits

How do I find out the value of my flight credits or how much my ticket is worth?

 

If you have not completed any sectors in your booking, you may check the amount of flight credits you have by visiting Manage Booking . Tick the “Check flight credit balance” box and enter your booking reference and family name to view your available credits.

 

If you have purchased any add ons with your ticket or hold a partially used ticket, please submit your enquiry using the “Other Covid-19 related assistance” option on our Assistance Request Form.

How do I find out the value of my bonus flight credits?

 

Bonus flight credits are awarded based on the original cabin class booked. If more than one class of travel is booked, the higher cabin class bonus will apply.

Bonus flight credits are applied as follows:

Economy: SGD 75

Premium Economy: SGD 100

Business: SGD 200

Suites / First: SGD 500

Your applicable bonus flight credits will be awarded at the point of rebooking, and will be used to offset the cost of your rebooked itinerary.

I booked my trip with several other travel companions. How are flight credits and bonus flight credits allocated among us?

 

When a booking is made for multiple customers, each customer receives a ticket in his or her name.

Under this policy, flight credits equivalent to the full unused fare and taxes of each ticket will be allocated to the customer whose name is on the ticket. The customer can then choose between bonus flight credits or opt for a refund. Only customers who select the bonus flight credits option will be awarded the bonus credits.

How can I use my flight credits and bonus flight credits?

 

Once you are ready to book your new travel, you can use your flight credits and bonus flight credits to offset the cost of your rebooked itinerary. You can choose to book itineraries for your preferred destination on your preferred cabin class and on any travel date as long as the trip is completed by 30 June 2022. If the cost of the new itinerary exceeds the total value of your flight credits, a top-up will be required. If the cost is lower, any remaining flight credits can be used for a second trip.​

When you’re ready to rebook, submit a request via our Assistance Request Form and choose the “Change or rebook your flight” option. All rebooking fees will be waived.​

 

Can my flight credits be split and used to purchase multiple bookings?

 

No. Flight credits may not be split to purchase multiple bookings. The credits must first be used to completely offset the purchase of one booking, before any remaining credits can be used to offset the purchase of a second booking.

Why is the offset of my flight credits capped at two ticket purchases? What if I have leftover flight credits after purchasing two tickets?

 

We regret that any remaining flight credits will be forfeited. Please contact us if you need more assistance.

If I booked more than one trip using my flight credits, can I book the second trip after 30 June 2022?

 

No, all flight credits must be used for rebooked travel completing on or before 30 June 2022.

Can I use my flight credits and bonus flight credits to book a codeshare flight?

 

Yes, flight credits and bonus flight credits can be used to book a codeshare flight if the rebooked travel is made via Singapore Airlines, and is subject to fare conditions.

How can the flight credits of a partially used ticket be redeemed?

 

Flight credits from a partially used ticket can be used to book a new itinerary. Any rebooking fees will be waived.

In addition, any remaining flight credits can be used for a second trip.

Can I use flight credits and bonus flight credits for a Scoot or Star Alliance flight?

 

Flight credits can be used to book Scoot or Star Alliance flights if the new booking is made via Singapore Airlines, subject to fare conditions.

Can I use flight credits and bonus flight credits on promotional campaigns such as the Two-To-Go?

 
Yes. During rebooking, we will be able to offer you prevailing fares, which include promotional fares. Seat availability and fare conditions will still apply.

Can I use flight credits to book a Singapore Airlines Holiday package?

 
Flight credits cannot be used to book a Singapore Airlines Holiday package.

Can flight credits and bonus flight credits be converted into KrisFlyer miles?

 

No, the credits cannot be converted into KrisFlyer miles. However, your rebooked travel will be eligible for the accrual of KrisFlyer miles upon the completion of travel, subject to fare conditions.

Can I use flight credits for a redemption class upgrade?

 
No, only KrisFlyer miles can be used for a redemption class upgrade. However, you can use your credits to rebook your itinerary on your preferred cabin class. A fare top-up may apply if your flight credits are insufficient to offset the cost of your new itinerary.

Can I cash in my bonus flight credits?

 
Bonus flight credits may not be converted into cash.

Can I make changes to a new itinerary that I booked using flight credits?

 
Changes are permitted, subject to the fare conditions of your new itinerary.

If I rebooked a new itinerary with the flight credits, can I cancel it and get a refund?

 

Please check the fare conditions of your new itinerary for refund eligibility. If eligible, please contact your local Singapore Airlines office for your refund.

If I opt for bonus flight credits, can I choose to switch to the refund option later?

 

Customers who have received their bonus flight credits cannot opt for a refund.

If I had already rebooked my travel to after 31 March 2021, can I still convert into flight credits and receive the bonus credits or get a refund?

 
No, this policy is effective for passengers who are holding existing tickets under this Policy.

If I have converted my ticket into an open ticket under the previous travel waiver policy, is my ticket eligible for the new flight credits bonus?

 
Yes, customers whose tickets are covered under our travel waiver policy and had already converted tickets into an open ticket will automatically be eligible for flight credits, as long as the open ticket has not been used to rebook a future trip. ​

In addition, subject to the terms and conditions of this Policy, you will also be eligible for bonus flight credits.​

GWP: Refund

How do I know if I qualify for a refund?

 
All customers covered under our global travel waiver policy are eligible for a refund. Please view our terms and conditions here. For all other customers, please check the terms and conditions of your ticket to see if you are eligible.

Based on the fare conditions of my ticket, my ticket is non-refundable. Can I still request a refund?

 

Yes, as long as your ticket meets the eligibility criteria of this travel waiver policy. Details of the terms and conditions can be found here.

Will I be charged a cancellation fee if I request for a refund?

 
If your ticket is covered by our global travel waiver policy, cancellation fees will be waived. Details of the terms and conditions may be found here. If you are eligible for the waiver, please submit your cancellation request through our Covid-19 Assistance Request Form. Cancellations made through Manage Booking will be based on the original fare conditions and may incur cancellation charges.

How would I know if my refund request is successful?

 
As our offices around the world have been affected by government-imposed lockdowns, we ask for your patience as it may take longer than usual to process refunds.

Upon the submission of your refund request, you will receive an acknowledgement which will be sent to the registered email provided in the online assistance request form. Once your refund request has been processed, you will receive an email notification. 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 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 will the refund be made to me? Can I choose to get a cash/cheque refund even though I paid via credit card?

 
Refunds will be processed via your original mode of payment.

How can I submit my refund request if I booked through a third-party website or travel agent?

 
Please approach your travel agent for assistance with refund requests. Do note that travel agents may charge fees, depending on the terms and conditions of your booking with the agency. Customers who are unable to contact their travel agents may reach out to their local reservations offices. Travel agents who require assistance or have queries on the waiver policy may contact their local Singapore Airlines sales office directly.

Can I opt for a partial refund (part refund, part flight credits)?

 
No, unfortunately we are unable to support partial refunds.

If my refund request has been confirmed, can I change my mind and request for the bonus flight credits option instead?

 
No it would not be possible to request for the bonus flight credits after any refund request has been confirmed. Please carefully consider your options before deciding. For further information on the benefits of flight credits please click here.

If I was charged a fee for opting for a refund earlier (i.e. prior to 09 April 2020), can I claim that fee back given the new refund policy?

 

No, the new refund policy only applies to refund requests from 9th April onwards.

Why did Singapore Airlines take so long to provide a refund option when Scoot started providing refunds at the beginning?

 
We apologise that we took a while to make this offer available to all our customers. We are glad that we are now able to offer more flexible options to our customers, including the ability to opt for a refund.

Flights cancelled by Singapore Airlines

Flight Cancellations

My flight was cancelled by Singapore Airlines. What are my options?

 
If your flight that was cancelled was originally scheduled to operate before 1 April 2021, and the ticket was fully paid for with cash or credit/debit card, you may rebook your flight, seek a refund or request for flight credits and bonus flight credits as part of our travel waiver policy. ​

If you have a fully unused adult fare ticket and choose to retain its value as flight credits, you will also be eligible for bonus flight credits between SGD 75 and SGD 500 when you rebook. ​

For partially flown tickets, the value of the unused portion of your ticket will be retained as flight credits. You will not, however, be eligible for bonus flight credits. ​​

For flights originally scheduled to operate on or after 1 April 2021, customers may opt to rebook their flight or seek a refund.

If you booked directly with us, use our Assistance Request Form to let us know your preferred option.   ​

My flight was originally scheduled to depart on 31 March 2021, and was cancelled by Singapore Airlines. However, my connecting flight departs on 1 April 2021. What are my options?

 
You may rebook your flight, seek a refund or request for flight credits. Any flight scheduled to depart before 1 April 2021 and cancelled by Singapore Airlines will be covered under our travel waiver policy. If you hold a fully unused adult fare ticket, you will also be eligible for bonus flight credits.   ​
 
If you booked directly with us, use our Assistance Request Form to let us know your preferred option. 

My flight departs before or on 31 March 2021, but my return flight scheduled on or after 1 April 2021 was cancelled. What are my options?

 
Customers whose flights were cancelled by us may rebook their flights or request a refund. If you booked directly with us, use our Assistance Request Form to let us know your preferred option.

Why was I not informed that my flight was cancelled?

 
When a flight is cancelled, passengers should receive an SMS, WhatsApp, SingaporeAir mobile app push notification, or an email from sqflightinfo@flightinfo.singaporeair.com. If you have yet to update your contact details in Manage Booking, you may not receive the notification. As the notifications are sent out in batches, some passengers may receive the notification earlier than others.

If your booking includes a flight operated by a partner airline, you should also update your contact details with them.

How far in advance will I be notified if my flight is cancelled?

 
Flight cancellations can happen any time before departure. However, we strive to inform affected passengers as soon as possible.

If you have an upcoming flight, do update your contact details in Manage Booking to receive timely updates about schedule changes. You may also check the status of your flight to ensure that there are no changes.

My flight was cancelled, but I could not reach my travel agent. How can I get help?

 
If you are unable to contact your travel agent, you may reach out to your local Singapore Airlines reservations office.

Will I be compensated for hotel and transport costs incurred due to the cancellation?

 
We are sorry to hear about the inconvenience that resulted from the flight cancellation. If you wish to submit a claim for reimbursement, send us a message online with the relevant receipts. All claims are subject to approval, and will be reviewed on a case-by-case basis.

Alternatively, if you had purchased travel insurance, you may request for a flight disruption statement to submit a claim to your insurer.

Is "sqflightinfo@flightinfo.singaporeair.com" a legitimate email address?

 
Yes, this email address is used to notify our passengers about flight changes. Do note that it is an unmanned mailbox, so if you require further assistance, please send us a message online or contact your local Singapore Airlines office instead.

If my ticket is issued after 15 March 2020, but my flight was cancelled. Is my ticket eligible for bonus flight credits?

 
Yes. If your original flight is cancelled by Singapore Airlines or SilkAir, and you have yet to fly any sector, you may choose to retain the unused value of your ticket as flight credits, which can be used to rebook itineraries for travel up to 31 December 2021. Any rebooking fees will be waived. You may also be eligible for bonus flight credits.

For partially flown tickets, the value of the unused portion of your ticket will be retained as flight credits. You will not, however, be eligible for bonus flight credits.

This also applies if your flight was cancelled, and you chose to cancel your re-accommodated flight.

If my flight was cancelled and I received flight and bonus credits, must I use them immediately?

 

Customers do not need to immediately decide on an alternative travel date, flight or destination upon the cancellation of the original booking. The unused value of the ticket will be retained as flight credits for future use.

Singapore Airlines will waive all rebooking fees when customers are ready to rebook and use their flight credits to offset their new trip. Eligible customers will also receive bonus flight credits upon rebooking.

If my flight was cancelled can I get a refund?

 
Yes, if your Singapore Airlines flight was cancelled, you can request for a refund if you no longer wish to travel regardless of your original travel date. ​

If your cancelled flight was originally scheduled to fly before 1 April 2021, you can also choose to retain the unused value of your ticket for flight credits instead.

I redeemed an upgrade with miles, and my flight was cancelled by Singapore Airlines, will I get my miles refunded?

 
Yes. You may choose to either:

1. Request a refund of the miles used for your upgrade through KrisFlyer Membership Services but retain your original ticket value in the form of flight credits. If you have not utilised your ticket for any travel, you will be eligible for bonus flight credits between SGD75 and SGD200 on your pre-upgraded class of travel upon rebooking, should you choose this option.

2. Request a full refund of both your original ticket and miles used for your upgrade through KrisFlyer Membership Services. The miles utilised for your redemption upgrade will be returned to your account balance with miles extended where applicable, while the unused value of your ticket is refunded to your original mode of payment. 


Should you have already submitted a request through the Covid-19 Assistance Request form, or have a request processed for such tickets, please contact KrisFlyer Membership Services for the refund of miles used to redeem for flight upgrades.

 

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