Covid-19 Travel Waiver Information - Singapore Airlines
GLOBAL TRAVEL WAIVER POLICY
Singapore Airlines knows that many of our customers have had their travel plans disrupted by the Covid-19 outbreak.
We have therefore further enhanced our global travel waiver policy to offer even more flexibility for them when they are ready to book their travel with us once again.
Extension of Flight Credits to 31 December 2021
Customers who purchased a SIA or SilkAir ticket on or before 15 March 2020, for travel up to 31 March 2021, can retain the full value of the unused portion of their tickets as flight credits. These can be used to book their new travel up till 31 December 2021. This gives customers the flexibility to plan, book and travel from now until then. We will also waive no-show and rebooking fees, allowing customers to truly enjoy the full value of their flight credits.
Bonus Flight Credits
We will award bonus flight credits to all customers holding adult fare tickets* who choose to retain their tickets as flight credits. This is our way of thanking them for their support during this challenging period. Based on the original cabin class of travel, they will receive the following bonus flight credits when making a new booking with us:
Economy Class : SGD75
Premium Economy Class : SGD100
Business Class : SGD200
Suites / First Class : SGD500
For corresponding bonus flight credits in your local currency, please refer to the table here.
Customers who opted to keep their tickets open due to the Covid-19 outbreak will also retain the value of the unused portion of their ticket as flight credits. They will also automatically qualify for the bonus flight credits.
Similarly, customers whose flights were cancelled by SIA or SilkAir will retain the full value of the unused portion of their tickets as flight credits. They will also be awarded the bonus flight credits when rebooking their travel.
*If the customer’s eligible ticket contains a combination of cabin classes, the bonus flight credits will be based on the higher cabin class. Infant or child tickets as well as customers holding partially flown tickets are not eligible for bonus flight credits. The value of partially flown tickets may however be retained in the form of flight credits.
Refunds for Customers
Customers who meet the above conditions, but do not wish to keep the value of their tickets as flight credits, will be offered the option of a refund. Cancellation fees and no-show fees will be waived. Customers who used miles to redeem their flight tickets will have both their miles and taxes refunded. Those who purchased their tickets using a combination of miles and cash will receive a refund as well. They will not be eligible for any flight credits.
As our offices around the world have been affected by government-imposed lockdowns, we ask for your patience as it will take longer than usual to process refunds. Once your refund request has been processed, you will receive a refund notification. It may then take up to 6 weeks, depending on your bank's processing time, for your refund to be credited back to your original mode of payment.
RETAINING THE VALUE OF YOUR TICKET AS FLIGHT CREDITS
Customers who booked directly with us should use the online Covid-19 assistance request form to retain the unused value of their tickets as flight credits.
Those who meet the criteria in our global travel waiver policy will receive a confirmation email immediately. For all other customers, please allow up to two weeks for us to review the request.
Please be assured that if your request is submitted before your original travel date, all no-show fees will be waived.
Do note that this only applies to travel scheduled up to 31 March 2021.
When you have firmed up your new travel plans, please submit your preferred rebooking options and travel dates using the Covid-19 assistance request form. Our customer service representative will follow up on your request.
Customers are encouraged to contact their local Singapore Airlines reservation and ticketing offices if they intend to travel in the next 72 hours.
Customers who booked directly with us should use the online Covid-19 assistance request form to cancel their existing booking and request for a refund.
Those who meet the criteria in our travel waiver policy will receive a confirmation email immediately upon submission of their online request. Customers will then not be able to retain the value of their ticket as flight credits or be eligible for bonus credits.
Once the refund has been processed, a refund notification will be sent to customers.
BOOKINGS NOT MADE WITH SINGAPORE AIRLINES
Customers who booked through travel agencies should contact their agents for assistance to either retain the value of their tickets in the form of flight credits or to request for a refund. Travel agents will be able to help customers get the bonus flight credits, as well as utilise their flight credits to book a new itinerary. 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.
If you are a travel agent and require assistance, please contact your local SIA sales office.
For bookings made through our partner airlines, please approach them directly for changes to your bookings.
First posted on 9 April 2020
Last updated on 9 December 2020, 1000hrs (GMT+8)