Singapore Airlines

Covid-19 Frequently Asked Questions

↓ ATB: Flights
↓ ATB: Covid-19 Testing and Vaccination
↓ GWP: General Policy

↓ GWP: Eligibility

↓ GWP: Bonus Flight credits

↓ GWP: Refund

↓ GWP: Redemption and Mix KrisFlyer Miles and Cash bookings

↓ Flight Cancelled by Singapore Airlines



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.

What is the difference in requirements for an Air Travel Bubble (ATB) and non-ATB flight?

 
Eligible ATB customers may travel to either city for any purpose, including leisure, and do not have to undergo quarantine measures. Non-ATB customers will be subject to quarantine measures in Hong Kong and/or Stay-Home Notice in Singapore. 

Further key differences: 

Pre-departure Covid-19 Polymerase Chain Reaction (PCR) test requirements 
Travellers on ATB flights will be required to take a pre-departure Covid-19 PCR test within 72 hours before the scheduled departure time of their flight. 

For those on non-ATB flights departing from Hong Kong, they will not need to take a pre-departure Covid-19 PCR test to enter Singapore if they had remained in Hong Kong for the past 21 days.  

Other entry requirements 
For ATB travellers, they must fulfil all ATB requirements in lieu of quarantine or Stay-Home notice. 

For non-ATB travellers, they must meet the entry requirements for their travel itinerary and adhere to quarantine measures.  

As regulations may change at short notice, customers are advised to check the latest travel advisories provided by the local authorities. 

For Singapore, please refer to the Singapore Safe Travel website.

For Hong Kong, please refer here if you are on an ATB flight, and here for entry requirements for travellers on non-ATB flights.

Transit passengers will not be eligible for Air Travel Bubble flights due to regulatory requirements. What options are available for transit passengers with existing bookings?

 
Transit passengers departing from Hong Kong may opt to be reaccommodated onto a non-ATB flight operated by Scoot. 
 
Transit passengers travelling from Singapore to Hong Kong will not be reaccommodated onto a Scoot flight due to regulatory requirements, but may request to rebook or seek a refund instead. 
 
Please note that passengers travelling on non-ATB 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.

If I choose to travel to Macau or China whilst in Hong Kong, can I return on an Air Travel Bubble (ATB) flight?

 
Yes, as long as you meet the eligibility criteria for ATB flights, one of which requires travellers to have remained in Hong Kong and/or Singapore for 14 consecutive days prior to departure. Please note that the 14-day travel history should exclude any compulsory quarantine or Stay-Home Notice (SHN) period arising from their last return to Singapore or Hong Kong from overseas. 
 
For more information on ATB eligibility, please refer here.

Travellers may also check the latest updates on the Singapore Safe Travel website

For Hong Kong, please refer here if you are on an ATB flight, and here for entry requirements for travellers on non-ATB flights. 

If some members of my travelling party are not eligible for the Air Travel Bubble (ATB) flight, can exceptions be made?

 
No, you may not travel together on an ATB flight if not all travellers meet the ATB requirements. 
 
You may wish to consider travelling on our sister airline Scoot, who is operating non-ATB flights. Do note that transit passengers travelling from Singapore to Hong Kong will not be able to travel on Scoot due to regulatory requirements.  
 
Passengers on non-ATB flights must meet the entry requirements for their travel itinerary. As regulations may change at short notice, do check the travel advisories provided by the local authorities.

I have a flight booking on Singapore Airlines between Singapore and Hong Kong after 30 September 2021. Will the flight be an Air Travel Bubble flight?

 
Air Travel Bubble flights after 30 September 2021 are subject to regulatory approvals from the authorities in Hong Kong.

Is a one-way itinerary allowed for Air Travel Bubble (ATB) flights? Is it possible to book a non-ATB flight out and an ATB flight back or vice versa?

 

Yes, one-way itineraries are allowed, as long as travellers are eligible to travel on a travel bubble flight. Please refer here for more information on the ATB requirements. 

For non-ATB flights, which are operated by our sister airline Scoot, travellers will have to meet the necessary entry requirements for their travel itinerary and adhere to quarantine measures. 

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

What are my options if my Air Travel Bubble (ATB) flight is cancelled? 

 

If your ATB flight is cancelled by Singapore Airlines, please be assured that you will be able to rebook or get a refund for the unused portion of your ticket. The refund 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.  

If you booked via a travel agent, please contact them for assistance. Please note that travel agents may charge fees based on the terms and conditions of your booking. 

Can I use my existing flight credits/bonus flight credits to book an Air Travel Bubble (ATB) flight?

 

Yes, you may use your bonus flight credits and flight credits to book an ATB flight. Customers should ensure that they meet all therequirements.

Do I get to enjoy complimentary rebooking for the Air Travel Bubble (ATB) flights?

 

If your new or existing booking is a Singapore Airlines ticket issued between 5 March 2020 and 30 September 2021, you will be able to enjoy complimentary rebooking regardless of fare type. All change fees will be waived, and you may make unlimited changes to your travel dates if your request is made by 30 September 2021. After 30 September 2021, you will be eligible for a one-time complimentary rebooking.

Please note that a fare difference may apply, depending on your fare conditions.



ATB: Covid-19 Testing and Vaccination

I understand a Covid-19 pre-departure PCR test is required within 72 hours of the scheduled flight departure for travellers entering or transiting Singapore. How will the 72-hour period be counted?​​

 
Passengers on direct flights to Singapore​​​
The 72 hours will be counted from the scheduled departure of the flight to Singapore. For example, if the flight is scheduled to depart on 30 June 2021, the Covid-19 PCR test must be taken no earlier than 27 June 2021.​​

Passengers who are taking a connecting flight to Singapore​​​
(i) If the scheduled transit duration is within 24 hours, the 72 hours will be counted from the scheduled day of departure of the passenger’s first point of embarkation in his journey to Singapore. For example, if the passenger’s flight itinerary is Los Angeles-Tokyo-Singapore and his transit duration in Tokyo is within 24 hours, the Covid-19 PCR test must be taken within 72 hours before the scheduled day of departure of his flight from Los Angeles.  Or,

(ii) If the scheduled transit duration exceeds 24 hours, the 72 hours will be counted from the scheduled day of departure of the last flight in his journey to Singapore (i.e. the flight to Singapore). For example, if the passenger’s flight itinerary is Los Angeles-Tokyo-Hong Kong-Singapore, and his total scheduled transit duration at Tokyo and Hong Kong adds up to more than 24 hours, the Covid-19 PCR test must be taken within 72 hours before the scheduled day of departure of his flight from Hong Kong.

​Please note the above requirements also apply to Singapore Citizens and permanent residents. The following travellers are exempted from taking the pre-departure test:​​
  • Children aged 2 years and below​​
  • Those who have stayed in lower-risk countries/regions in the last 21 days before departure for Singapore. This currently applies to travellers from Australia, Brunei Darussalam, Mainland China, New Zealand, Hong Kong SAR and Macau. Travellers from lower-risk countries/regions are either required to take a Covid-19 test upon arrival in lieu of Stay-Home Notice (SHN), or are required to serve a 7-day SHN at their place of residence with a Covid-19 test administered at the end of their SHN.

Do I still need to take a pre-departure Covid-19 PCR test if my return flight is within 72 hours of my initial post-arrival Covid-19 PCR test?

 
No, there is no need to take a pre-departure Covid-19 PCR test if your post/on-arrival Covid-19 test was taken within 72 hours before the scheduled departure time of your return flight to Hong Kong or Singapore. Please present the certificate of your post/on-arrival Covid-19 test to our ground staff when departing.  

However, do note that if more than 72 hours have passed, a pre-departure Covid-19 PCR test will still be required.  

For the list of recognised testing facilities in Hong Kong, please refer here

For the list of recognised testing facilities in Singapore, please refer here

On-arrival tests at both destinations will still apply.

Are any travellers exempted from taking the Covid-19 tests required for the Air Travel Bubble (ATB)?

 
There are two types of Covid-19 tests required and these apply regardless of whether you are travelling to Singapore or Hong Kong. These tests are: 
 
  • Pre-departure Covid-19 PCR test: Taken within 72 hours before the scheduled departure time of your flight.   
  • Post/on-arrival Covid-19 PCR test: Taken upon arrival at either Hong Kong International Airport or Singapore Changi Airport. 
 
Certain exemptions apply:  
 
Pre-departure Covid-19 test exemptions 
  • Travellers returning to their point of embarkation, within 72 hours of a negative post/on-arrival Covid-19 PCR test.  
  • Travellers aged 2 years or younger in that calendar year travelling to Singapore i.e. they will be exempted from the pre-departure test in Hong Kong. 
 
Post/on-arrival Covid-19 test exemptions 
  • Travellers aged 2 years or younger in that calendar year arriving in Singapore 
 
Please note that: 
  • Travellers who are fully vaccinated will still have to abide by the Covid-19 PCR test requirements. 
  • All travellers to Hong Kong regardless of age are required to take their pre-departure Covid-19 PCR tests in Singapore, and post-arrival Covid-19 PCR tests at Hong Kong International Airport.  

How is the duration of the test validity determined?

 
The pre-departure Covid-19 Polymerase Chain Reaction (PCR) test is valid for 72 hours from the time you take the test to the departure time of your flight. Therefore, you should ensure you depart Hong Kong or Singapore within 72 hours of this test.

What type of Covid-19 test is required for the Pre-Departure Test?

 
You are required to take a Covid-19 Polymerase Chain Reaction (PCR) test prior to your departure for either the pre-departure test from Singapore or Hong Kong.

What type of Covid-19 test is required for the post-arrival test in Hong Kong?

 
Upon arrival at Hong Kong International Airport (HKIA), all travellers including Hong Kong citizens, residents and children, will undertake a Covid-19 Polymerase Chain Reaction (PCR) test. Travellers must book and pay for the post-arrival test before their departure from Singapore. Travellers will remain in HKIA while awaiting their test results.

Must all passengers be vaccinated in order to board an Air Travel Bubble flight? How far in advance should I get vaccinated before travelling on an ATB flight?

 
Whilst Hong Kong requires its residents who depart Hong Kong on ATB flights to be fully vaccinated against Covid-19 (i.e. at least 14 days after receiving the second shot of Covid-19 vaccine), certain exemptions apply. These include travellers: 
  1. aged below 16;
  2. not suitable for Covid-19 vaccination due to medical grounds;
  3. with less than 90 days’ stay in Hong Kong before departure; or
  4. using non-Hong Kong travel documents for departure.

Please note that passengers departing Singapore on ATB flights do not need to be vaccinated. 
 
Passengers who are vaccinated must still meet ATB requirements. 
 
To view full ATB requirements and health measures, please refer here.

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

 

Passengers who tested positive for Covid-19 will not be allowed to board the flight. They may request for a refund for the unused portion of their tickets, with cancellation fees waived. The refund will be processed according to the original mode of payment. 

Will my test still be valid if I change my flight date?

 

The pre-departure Covid-19 Polymerase Chain Reaction (PCRtest is valid for 72 hours from the time you take the test to the time of your flight departure. If your flight date has changed, please ensure your pre-departure Covid-19 PCR test is taken within 72 hours of your revised flight date and time. 

What happens if I test positive for Covid-19 upon arrival in Hong Kong?

 

If you test positive for Covid-19, you will be sent to a government hospital for treatment.  

All passengers are advised to consider getting appropriate insurance coverage for their trip. 

What happens if I test positive for Covid-19 for my pre-departure test for my return flight?  

 
You will not be able to board your return flight without a negative Covid-19 test certificate. If you test positive, you will have to undergo medical treatment and quarantine at your own expense.  

All passengers are advised to consider getting appropriate insurance coverage for their trip.  

Please note that all short-term visitors travelling to Singapore on an ATB flight will need to apply for an Air Travel Pass. As part of the Air Travel Pass requirements, customers must purchase travel insurance, with a minimum coverage of S$30,000 for Covid-19 related medical treatments and hospitalisation costs, prior to travel to Singapore.

Does SIA offer Covid-19 related insurance that we can purchase with the Air Travel Bubble (ATB) flight?

 
Passengers departing Singapore or Hong Kong can purchase travel insurance underwritten by our insurance partner, AIG, with enhanced Covid-19 coverage. The enhanced Travel Guard® covers passengers for overseas medical expenses and emergency evacuation, quarantine or travel curtailment at their planned destination if they test positive for Covid-19. 

The enhanced Travel Guard® also meets the requirements under the Air Travel Pass, for customers travelling into Singapore to purchase travel insurance with a minimum coverage of S$30,000 for Covid-19 related medical treatments and hospitalisation costs.  

Visit here to learn more.

​What information is required to be shown on my Covid-19 pre-departure test result memo?

 
Each country may require different information to be shown on the test certificate. Some examples are listed below.  Passengers are advised to check the travel advisories of their destination countries to ensure that they meet all the requirements. 
  • a negative test result;
  • test date;
  • the name of the traveller as indicated in his/her passport; and
  • at least one other detail of the traveller such as:
  • date of birth
  • nationality/citizenship
  • passport number
  • national identity number

For a smoother check-in process, passengers should check if the clinic is able to provide a test certificate with a corresponding QR code. This QR code should link to their digital pre-departure test certificate.


Global Travel Waiver Policy (GWP)

GWP: General Policy

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 31 December 2021.

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 31 December 2021.

Can I extend my travel beyond 31 December 2021?

 

No. Flight credits can only be used for travel up to 31 December 2021, 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 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. 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 31 December 2021. 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 31 December 2021?

 

No, all flight credits must be used for rebooked travel completing on or before 31 December 2021.

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.

GWP: Redemption and Mix KrisFlyer Miles and Cash bookings

I used miles in my booking(s), and I understand that the expiry dates will be extended where applicable. How will they be extended?

 

For eligible ticket(s) purchased on or before 15 March 2020, miles used will have their expiry dates extended as per below: 

Miles Expiry Month Miles to be Redeposited and Extended Till:
On or before March 2020 30 June 2021^
Between April 2020 and May 2021 30 June 2021
On or after June 2021 Original miles expiry date
^ Miles cannot be further extended

For eligible ticket(s) made after 15 March 2020, if your flight(s) have been cancelled by Singapore Airlines, expired miles redeemed in your ticket(s) would be reinstated to your KrisFlyer account with additional 6 months validity from the original month of expiry, as per our Membership Support Measures for KrisFlyer members. It may take up to 4 weeks for your expired miles to be redeposited. Miles that are still valid will be redeposited back to its original month of expiry.

Please note this only applies to KrisFlyer members, as miles of PPS Club members do not expire.

I refunded my tickets before your new travel waiver policy was effected, and my expired miles were forfeited. Can my expired miles be credited back to my account?

 

The updated global travel waiver policy only applies from 9 April 2020 onwards. Expired miles that were forfeited prior to the updated global travel waiver policy will not be retroactively refunded. 

I opted for a refund before your updated global travel waiver policy was in place, and paid the redeposit of miles fee. Can the redeposit of miles service fee I paid be credited back to my account?

 

The updated global travel waiver policy only applies from 9 April 2020 onwards. Redeposit of miles fee that were paid prior to the updated global travel waiver policy will not be retroactively refunded.

I booked a redemption ticket for one of my redemption nominees who is also a KrisFlyer member. Under the updated global travel waiver policy, whose account will the miles be redeposited back to?

 

The miles will be redeposited to the original account that the miles were debited from during payment of the redemption booking.

For my redemption booking, how long would it take for you to redeposit my miles?

 

We will be processing the cancellation of eligible tickets progressively. We ask for your patience if there are some delays as we process all requests.

For my Mix KrisFlyer Miles and Cash booking, how long would it take for you to redeposit my miles and cash?

 

We will be processing cancellation of eligible tickets progressively. We ask for your patience if there are some delays as we process all requests.

If my Mix KrisFlyer Miles and Cash ticket is partially flown, am I still eligible for a refund if it meets the criteria of the global travel waiver policy?

 

Yes, it will still be eligible for a refund for the segments that are not flown. The refund will be credited to your credit/debit card, up to the amount you had paid using the card. Any remaining amount will be refunded in KrisFlyer miles. Expired miles will be redeposited into your account.

Can I choose not to refund my redemption or Mix KrisFlyer Miles and Cash ticket?

 

Yes, you can choose not to refund your ticket and rebook another flight. However, we offer this option to provide customers with greater flexibility to plan for subsequent trips, and rebook online via our website.

I would like to cancel my booking with Singapore Airlines, but I have also used miles to upgrade this booking. Will I get my miles and ticket refunded?

 

If your ticket was issued on or before 15th March 2020, for travel up to 31 March 2021, it will fall under our global travel waiver policy and you will have your miles refunded. 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.

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. 

For customers, not covered by our travel waiver policy, the fare conditions of their tickets will apply. We will continue to monitor the Covid-19 situation, and will review our travel waiver policy if necessary. Please stay updated via our website or social media channels.

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.

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.

 

Back to Covid-19 Travel Information