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)?

 
To read the latest VTL announcement by the Civil Aviation Authority of Singapore (CAAS), click here.

You may also visit the Immigrations and Checkpoints Authority (ICA) Safe Travel website, which provides VTL requirements and FAQs. Specific entry requirements are available as follows:


For VTL flight schedules from Singapore Airlines for the following countries, please click here

  • Brunei
  • Canada
  • Denmark
  • France
  • Germany
  • Italy
  • Spain
  • South Korea
  • The Netherlands
  • The United Kingdom
  • United States

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

 
Only unvaccinated children aged 12 and below (as of calendar year) may travel on VTL flights if accompanied by a vaccinated traveller who meets all requirements. For example, only children born in or after 2009 will be exempted in 2021. Please note that these exemptions do not apply to VTL flights from Singapore into South Korea.
 
Infants aged 2 and below (as of calendar year) will be exempt from the pre-departure and on-arrival Polymerase Chain Reaction (PCR) test requirements.
 
All children travelling to Singapore as short-term visitors will be required to hold Covid-19 insurance coverage. Children aged 12 and below (as of calendar year) are exempt 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 are currently offered only the first dose of the vaccine, they are not considered fully vaccinated and are not eligible for a VTL flight.

Is the unaccompanied minor service available for Vaccinated Travel Lane Flights?

 
If your child is aged 12 years and below, they must either be fully vaccinated or be accompanied by a fully vaccinated individual if they are travelling on VTL flights to Singapore. Both of them must have the same travel itinerary.  If your child is aged 13 years and above, they must be fully vaccinated to travel on VTL flights to Singapore.

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

 
Yes, passengers are allowed to board VTL flights to transit through Singapore, as long as they fulfil the pre-departure Covid-19 PCR test, vaccination and travel history requirements. Passengers should also check the regulations of the final destination country to ensure that they meet the entry requirement.

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 and below (as of calendar year) may travel on VTL flights if accompanied by an eligible fully vaccinated traveller. Please note that these exemptions do not apply to VTL flights into South Korea.

Does Singapore Airlines operate Vaccinated Travel Lane (VTL) flights from Berlin?

 
Our sister airline, Scoot, operates VTL flights from Berlin, starting 20 October 2021. Find out more here.

Is there an end date for scheduled Vaccinated Travel Lane (VTL) flights?

 
VTL flights are currently scheduled up to 26 March 2022, except for VTL flights from Brunei, which are scheduled up to the end of October 2021. These schedules are subject to regulatory changes from the Singapore Government.

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 precautionary measures here.

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

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

 -  An accepted digitally certifiable vaccination (i.e. contains a QR code for verification) certificate in English, namely:
  • Singapore: Vaccination status on the HealthHub or TraceTogether app
  • EU countries: European Union Digital Covid Certificates (EUDCC) issued by VTL countries
  • Canada and the USA: Only the Smart Health Card (SHC) format issued by Canada or the USA on the CommonTrust Network (CTN) (issuers listed here and here) or the Vaccination Credential Initiative (VCI) (issuers listed here) are accepted. These include SHCs by issuers in US or Canada listed on the CTN or VCI that are on the VaccineCheck.us app or platform.
  • The UK: National Health Service (NHS) COVID Passes downloaded from the NHS mobile app
  • South Korea: Vaccination certificates issued by the Korean Disease Control and Prevention Agency (KDCA), as well as authorised clinics and hospitals (starting 15 Nov 2021)

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

 -  A negative pre-departure Polymerase Chain Reaction (PCR) test taken within 48 hours of the flight departure. Infants aged 2 and below (as of calendar year) will be exempted from the PCR test.  

Residents of Singapore, the EU or the UK who were previously unvaccinated and had recovered from a past Covid-19 infection are considered fully vaccinated if they have received at least one dose of an approved vaccine at least 28 days after the date when they first tested positive. Such travellers will be required to provide an EU or National Health Service (NHS) recovery certificate from Covid-19, or a discharge memo issued in Singapore, as well as their vaccination certificate.

Additionally, short-term visitors and long-term pass holders except for children aged 12 and below (as of calendar year), will require a Vaccinated Travel Pass (VTP), which can be applied for between seven to 30 days of the flight. Customers will be requested to upload their vaccination certificates for verification in order to apply for the pass. VTP applications for Brunei and Germany are already open, while applications for all other countries start on 12 October 2021, 1000hrs (Singapore time). VTP applications for South Korea will begin on 8 November 2021, 1000hrs (Singapore time). 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.

Please note that all exemptions above for children aged 12 and below (as of calendar year) do not apply to VTL flights into South Korea. 

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

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.

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.

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, 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 six 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

Italy
Face masks are required to be worn at the airport. Besides medical-grade masks, single-use, washable, possibly self-produced 'community' masks may also be used, provided that they are made of multi-layered materials that provide an adequate barrier and, at the same time, ensure comfort and breathability, adequate shape and fit to cover the face from the chin to above the nose.

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.

Netherlands

Face masks are required to be worn at the airport, except for children under 13 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, 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.

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).
 
All travellers must ensure they have been 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. Unvaccinated children aged 12 and below (as of calendar year) may travel on VTL flights if accompanied by an eligible fully vaccinated individual. Please note that this exemption does not apply to VTL flights into South Korea.
 
Short-term visitors and long-term pass holders (except children aged 12 and below in the calendar year) will also need to apply for a Vaccinated Travel Pass (VTP) between seven to 30 calendar days prior to the intended date of entry into Singapore. Learn more about documentation requirements for a VTL flight here
 
Singapore citizens and Singapore permanent residents may learn more about their documentation requirements for a VTL flight here
 
Customers flying from Brunei on a VTL will also need to consider the application process for exit permits. Further details are available 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. 
 
VTP applications for Brunei and Germany are already open, while applications for all other countries start on 12 October 2021, 1000hrs (Singapore time). South Korea applications will be available from 8 November 2021 1000hrs (Singapore time). Further details can be found here
 
VTPs must be applied for between seven to 30 calendar days prior to the intended date of entry into Singapore, and you can apply for your VTP here.

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

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

I am taking a Vaccinated Travel Lane (VTL) flight and will transit through Singapore. Do I need to apply for a Vaccinated Travel Passs (VTP)?

 
No, a VTP is not required for transit through Singapore. However, you must meet the pre-departure PCR test requirement, vaccination requirement and the travel history requirement to board the VTL flight.

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 December 2021, you will be able to enjoy unlimited complimentary rebooking.

After 31 December 2021, 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 have had Covid-19 and am now recovered, but 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 and below (as of calendar year) are exempted, as long as they are travelling with a fully vaccinated traveller. Please note that this exemption does not apply to VTL flights into South Korea.
 
Residents of Singapore or the EU  who were previously unvaccinated and had recovered from a past Covid-19 infection are considered fully vaccinated if they have received at least one dose of an approved vaccine taken at least 28 days after the date when they first tested positive. Such travellers will be required to provide an EU recovery certificate from Covid-19, or a discharge memo issued in Singapore, as well as their vaccination certificate The single vaccine must be taken 14 days before departure to 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. 
 
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 and below (as of calendar year) are exempted, as long as they are travelling with a fully vaccinated traveller. Please note that this exemption does not apply to VTL flights into South Korea.
 
To be considered fully vaccinated, you must have received and completed the full regimen of the Pfizer-BioNTech/Comirnaty, Moderna, or other World Health Organisation Emergency Use Listing vaccines.
  
Residents of Singapore or the EU who were previously unvaccinated and had recovered from a past Covid-19 infection are considered fully vaccinated if they have received at least one dose of an approved vaccine at least 28 days after the date when they first tested positive. Such travellers will be required to provide an EU recovery certificate from Covid-19, or a discharge memo issued in Singapore, as well as their vaccination certificate.
 
The final dose of your vaccination must be completed at least 14 days before your intended date of entry into Singapore. Only one dose is required in the case of the Johnson & Johnson vaccine. 

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?

 
Eligible VTL travellers can travel to Singapore from the VTL countries for any purpose, including leisure, and do not have to undergo quarantine measures. Short-term visitors and Long-Term Pass holders will require a Vaccinated Travel Pass (VTP). 

Non-VTL travellers will be subject to quarantine measures/Stay-Home Notice in Singapore. Short-term visitors are not allowed to enter Singapore on these flights, unless they hold a valid approval of entry from the ICA. The VTP will not meet this requirement.   
 
Other key differences include: 
 
Eligibility 
 
VTL flights are only eligible to fully vaccinated travellers (except for children aged 12 and below as of calendar year) who have a 14-day travel history in Singapore and/or any approved VTL country — this can be a combination of time spent in both Singapore and the VTL country. For entry into Singapore on or after 15 November 2021, the list of VTL countries will include South Korea. Please note that the exemption on unvaccinated children does not apply to VTL flights into South Korea. 
 
Transiting through a country without leaving the airport is still considered part of your travel history. You will not be eligible for a VTL flight if you have transited through a non-VTL country within the past 14 days.
 
Please note that you can visit multiple VTL countries on the same trip and still be eligible for VTL flights. For example, a passenger can fly from Singapore to Paris, then Paris to Amsterdam, and still be eligible for the VTL flight from Amsterdam to Singapore.
 
Short-term visitors and Long-Term Pass holders must apply for a valid Vaccinated Travel Pass (VTP) if they wish to board a VTL flight to enter Singapore. Singapore citizens and permanent residents need not apply. However, Singapore permanent residents must have a valid re-entry permit to enter Singapore.
 
In addition, travellers must:
  • 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. Children aged 12 and below (as of calendar year) are exempted if flying with a fully vaccinated individual. This exemption does not apply to VTL flights into South Korea.
  • Provide an accepted digitally certifiable (i.e. contains a QR code for verification) vaccination certificate in English. To board a VTL flight any of the following certifications are eligible.

- Singapore: Vaccination status on the HealthHub or TraceTogether app. 
- EU countries: European Union Digital Covid Certificates (EUDCC) issued by VTL countries.
- Canada and The USA: Only the Smart Health Card (SHC) format, issued by Canada or the USA on the CommonTrust Network (CTN) (issuers listed here and here) or the Vaccination Credential Initiative (VCI) (issuers listed here) are accepted. These include SHCs by issuers in US or Canada listed on the CTN or VCI that are on the VaccineCheck.us app or platform.
- The UK: National Health Service (NHS) COVID Passes downloaded from the NHS mobile app. 
- South Korea: Vaccination certificates issued by the Korean Disease Control and Prevention Agency (KDCA), as well as authorised clinics and hospitals (starting 15 Nov 2021).

Please note that CovPass and the WHO Yellow Card will not be accepted.
  • Take a pre-departure Covid-19 Polymerase Chain Reaction (PCR) test within 48 hours before flight departure, and an on-arrival PCR test at Singapore Changi Airport. Infants aged 2 and below (as of calendar year) are exempted.  
  • Fly only on dedicated VTL flights.


As regulations may change at short notice, customers are advised to check the latest travel advisories issued by the relevant local authorities before their trip.

If customers are entering via a non-VTL flight, they are required to meet the prevailing entry requirements for Singapore.Please click here for details.

 
Pre-departure Covid-19 Polymerase Chain Reaction (PCR) test timing 
 
Customers on a VTL or non-VTL flight will be required* to take a pre-departure Covid-19 PCR test within 48 hours to the scheduled flight departure day to Singapore.
 
Post-arrival 

 

All travellers entering Singapore are required* to take an on-arrival test. However: 
  • All VTL travellers, including Singapore citizens and permanent residents, only need to self-isolate until they receive their negative test results. They will then be allowed to roam freely.   
  • Non-VTL customers are required to serve a 7 – 10 day Stay Home Notice/quarantine at their residence or a designated facility. At the end of the SHN period, they will be required to take a Covid-19 PCR test. 


*Infants aged 2 and below (as of calendar year) will be exempt from both pre-departure and on-arrival PCR test requirements.


Please refer to the latest VTL requirements prior to booking. General Singapore entry advice can be found here.

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. All VTL countries, with the exception of Brunei, currently allow quarantine-free entry to travellers from Singapore.
 
Always check entry requirements for your planned destination before you fly.

I understand there is a Phuket Sandbox which is also quarantine-free. Can I use the Vaccinated Travel Lane (VTL) to get to Phuket from my VTL country?

 
Customers who meet the VTL requirements and wish to visit Singapore for a few days prior to their flight to Phuket, may use the VTL and enjoy quarantine-free travel in Singapore and Phuket.

However, as Thailand is not an approved VTL country, passengers wishing to enter  Singapore on their return trip will be subject to quarantine. Travellers from Thailand are allowed to transit through Singapore Changi Airport. Click here to find out more.

Please check travel requirements for your final destination, as travel to Thailand may result in quarantine on return. Phuket Sandbox requirements may also change, and travellers are advised to ensure both Singapore and their originating country remain included in the travel history accepted by the programme.

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

 
VTL customers can travel to Singapore from Brunei without a specific itinerary submitted ahead of arrival.
 
RGL customers are only allowed to enter Singapore for essential business and official travel reasons, and must be sponsored for entry and have a specific itinerary. 
 
Please note that travelling out of Brunei is still restricted to essential travel as per Brunei PMO guidelines.
 
Travel requirements
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. 
 
To travel on VTL flights, customers must 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. They must also provide proof of vaccination in the form of an electronic or physical vaccination certificate in English, issued by the Singapore or Brunei government. All short-term visitors and Long-Term Pass holders planning to travel on the VTL will need to apply for a Vaccinated Travel Pass (VTP) here.  
 
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. 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, short-term essential travel for business or official purposes. An itinerary of up to 14 days in Singapore must be submitted by sponsors prior to departure. Businesses may apply for this pass here
 
Long-term pass holders and short-term visitors on non-VTL flights may also travel to Singapore if they are holding an Approval Letter of Entry and/or in-principle approval letter from relevant ministries of Singapore.
 
Insurance and other entry requirements may apply. Please check the links below for further information.  
 
Customers planning to transit through Singapore are not eligible for either pass and cannot board VTL flights.  
 
Test requirements:  
VTL customers are required to take a pre-departure Covid-19 Polymerase Chain Reaction (PCR) test within 48 hours before flight departure and an on-arrival PCR test at Singapore Changi Airport.
 
RGL customers leaving Brunei for Singapore are required to take a pre-departure Covid-19 PCR test within 48 hours 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 hrs from the flight departure may reduce the length of self-isolation upon arrival.  
 
All other customers on non-VTL flights entering Singapore are required to take a pre-departure Covid-19 test 48 hours before departure and an on-arrival PCR test at Changi Airport.
 
Quarantine
VTL customers are exempt from quarantine/SHN in Singapore, but will need to serve quarantine upon return to Brunei.  
 
RGL customers are exempt from quarantine/SHN in Singapore and are also exempt from quarantine upon return to Brunei.  
 
All other customers on non-VTL flights entering Singapore with a travel history to Brunei within the last 14 days before departure for Singapore, will be subject to a 7-day SHN at their place of residence, and a COVID-19 PCR test before the end of the SHN period. 
 
As travel advisories change frequently, we recommend passengers review information provided by the ICA prior to travel: 
 
VTL requirements are available here.
 
RGL requirements are available here.
 
General entry to Singapore available here
 
 

Do I need to apply for a visa if I am taking a Vaccinated Travel Lane (VTL) flight to transit through Singapore?

 
No, you do not need to apply for a visa to transit through Singapore.

I am travelling from Frankfurt to Milan with a transit stop at Zurich without leaving the airport. Am I still eligible to take a VTL flight from Milan to Singapore?

 
Transit countries are considered part of your travel history. You will not be eligible to take a VTL flight to Singapore if you have transited through a non-VTL country within the past 14 days.

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

 
You will not be allowed to board the VTL flight if you have been to any non-VTL countries within the last 14 days before your VTL flight. This includes any transit through a non-VTL country, even when you have not exited their airport.

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

 
Most VTL countries provide quarantine and test-free entry to vaccinated travellers from Singapore. The exceptions are:
 
- Brunei: Quarantine and testing are both required. 
Italy: A pre-departure PCR test or Antigen Rapid Test (ART) to be taken 72 hours prior to the flight.
South Korea: A pre-departure PCR test to be taken 72 hours prior to the flight.
- The UK: A post-arrival PCR test on Day 2
The USA: A pre-departure test to be taken 72 hours prior to the flight. Tests accepted include: Antigen, NAAT, RT-LAMP, RT-PCR or TMA.

There may also be entry restrictions by the VTL countries based on your travel history prior to departure, Residents of Singapore who have been in SIngapore for more than 14 days are not impacted. You may also be required to provide a vaccination certificate upon arrival and/or other travel documents before you travel.

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 and below”, only children born in or after 2009 will be exempted in 2021.

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

 
The TraceTogether app is a technological solution to combat the spread of COVID-19 via 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 or younger as of the calendar year are exempted from the TraceTogether requirement.  For information on setting up the app, click here

VTL: Bookings

If I have a flight booking, but I tested positive for Covid-19 during the pre-departure Covid-19 PCR 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.

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.

I have an existing booking and it is not a Vaccinated Travel Lane (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 and below (as of calendar year) who are flying with a fully vaccinated traveller. This exemption does not apply to VTL flights into South Korea. 
 
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.

Brunei – Singapore VTL: I plan to travel on a Reciprocal Green Lane (RGL) between Singapore and Brunei. Should I take the Vaccinated Travel Lane (VTL) flight?

 
If you are travelling via RGL, we advise that you fly on non-VTL flights from Brunei to Singapore so that you will not be subjected to additional VTL requirements.

To view the VTL requirements, please click here.

To view the RGL requirements, please click here.

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 and below (as of calendar year) will only be allowed on a VTL flight if accompanied by an eligible  vaccinated individual. This exemption does not apply to VTL flights into South Korea. 

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.
  • Residents of Singapore or the EU, or the UK who were previously unvaccinated and had recovered from a past Covid-19 infection are considered fully vaccinated if they have received at least one dose of an approved vaccine taken at least 28 days after the date when the traveller first tested positive. Such travellers will be required to provide an EU or National Health Service (NHS) recovery certificate from Covid-19, or a discharge memo issued in Singapore, and their vaccine dose should also be completed at least 14 days before their intended date of entry to Singapore.

Passengers must provide an accepted digitally certifiable (i.e. contains a QR code for verification) vaccination certificate in English. To board a VTL flight, any of the following certifications are eligible.

- Singapore: Vaccination status on the HealthHub or TraceTogether app.
- EU countries: European Union Digital Covid Certificates (EUDCC) issued by VTL countries.
- Canada and the USA: Only the Smart Health Card (SHC) format issued by Canada or the USA on the CommonTrust Network (CTN) (issuers listed here and here) or the Vaccination Credential Initiative (VCI) (issuers listed here) are accepted. These include SHCs by issuers in US or Canada listed on the CTN or VCI that are on the VaccineCheck.us app or platform.
- The UK: National Health Service (NHS) COVID Passes downloaded from the NHS mobile app.
- South Korea: Vaccination certificates issued by the Korean Disease Control and Prevention Agency (KDCA), as well as authorised clinics and hospitals (starting 15 Nov 2021).

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

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 (EUDCC) for vaccination, but I was not vaccinated in any of the Vaccinated Travel Lane (VTL) countries. Can I take a VTL flight?

 
No, you will not be eligible.
 
Only an EUDCC issued by any of the VTL countries is acceptable for VTL flights. For more details, click here.

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 dose 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?

 
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 48 hours 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.

Infants aged 2 and below (as of calendar year) are exempt from the PCR test requirement.

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

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

1. A pre-departure test within 48 hours 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.

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. If flying from Brunei or Germany on a VTL and arriving in Singapore before 19 October:
  • Two post-arrival PCR tests will be required, one on Day 3 and the other on Day 7 of your trip
  • These need only be taken if you are still in Singapore after 3pm on either post-arrival test day
  • Upon arrival in Singapore, travellers will be emailed a unique link to book their post-arrival tests at dedicated clinics.
  • Note: You will still be required to take the additional post-arrival tests on Day 3 and Day 7, even if those dates are after 19 October.

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.

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 SGD160 (before GST) and each post-arrival test will cost SGD88 (before GST). 
 
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.
 
For VTL customers who are short-term visitors or Long-Term Pass holders, pre-payment for post-arrival tests is part of the application for a Vaccinated Travel Pass (VTP). Singapore citizens and permanent residents are expected to pay when they visit the clinic for test administration. 

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

 
The pre-departure Covid-19 Polymerase Chain Reaction (PCR) test is valid for 48 hours prior to the scheduled departure day of the flight..

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

If your flight date has changed, please ensure your pre-departure Covid-19 PCR test is taken within 48 hours 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.

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 S$30,000 for Covid-19 related medical treatments and hospitalisation costs, prior to their travel to Singapore. 
 
A list of providers is available here.

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 and below (as of calendar year) who are not vaccinated can board the VTL flight if flying with a fully vaccinated individual. This exemption does not apply to VTL flights into South Korea. . 

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.

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 and below (as of calendar year) travelling with a fully vaccinated traveller, will not be permitted to board a VTL. 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) are not eligible on 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 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. 

VTL: Cancellation

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

 
In the event of the suspension of the VTL, 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

Current FEPO flights are to Sydney only. Will there be flights into other Australian cities?

 
Currently, the border reopening only applies to flights arriving into Sydney. All other Australian cities continue to be subject to international arrival caps, as all passengers are required to undertake quarantine in a government-appointed quarantine facility regardless of vaccination status.

Is my non-Australia issued proof of vaccination accepted?

 
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. It can also be in in multiple languages as long as one of those languages is English. In addition, 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

The traveller won’t qualify as a fully vaccinated traveller if the supplied 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 with 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, a completed Australian Travel Declaration (ATD) must be submitted 72 hours before flight departure and an eligible proof of vaccination will be required.

I am fully vaccinated and have a flight prior to 1 November, can I change to a FEPO flight after 1 November?

 
Yes, you can if you are an Australian citizen, permanent resident, or their immediate family members flying into Sydney and meet all New South Wales’ entry requirements.
 
If you do not meet the requirements above, you cannot change your flight as you are still subject to caps and Singapore Airlines have exhausted our allocated caps into all Australian destinations for the near future. 

Alternatively, Singapore Airlines will operate two Department of Foreign Affairs and Trade (DFAT) repatriation flights from Singapore to Darwin on 02 and 08 November 2021. You may like to check if you are eligible for these flights, if you are ineligible for the FEPO flights to Sydney. Please note that there is a 14-day quarantine requirement for the DFAT repatriation flights to Darwin.  

I am fully vaccinated and want to fly to Sydney, can I book a FEPO flight?

 
Yes, you can if you are an Australian citizen, permanent resident, or their immediate family members, and meet all New South Wales’ entry requirements.

Can unvaccinated customers make bookings for FEPO flights?

 
No, unvaccinated customers are not eligible for FEPO flights and will not be allowed to board.

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

 
At this time Singapore Airlines has exhausted all its caps for New South Wales and other destinations across Australia. We will remain guided by the local authorities on how unvaccinated passengers can be facilitated within the revised international arrival caps that will come into effect from 01 November 2021. We currently do not have these details from the authorities yet and seek our customers’ patience as we await clarity.

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

 
If you are heading into any state, except New South Wales (NSW): 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 Sydney, NSW: You will be subject to the NSW caps and will need to undergo mandatory quarantine upon arrival unless you are fully vaccinated and meet all other requirements to take the FEPO flights. You must also ensure that you meet the entry requirements for New South Wales. We do not have clarity on the caps we are going to receive from NSW for unvaccinated citizens/permanent residents/non-citizens/permanent residents with exemption to enter. We can only plan accordingly once we are notified of the caps.

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

 
You will be subject to caps and will need to undergo mandatory quarantine upon arrival unless you are vaccinated. 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.

As this is a developing situation, SIA will remain guided by the local authorities on how unvaccinated passengers can be facilitated within the revised international arrival caps that will come into effect from 1 November 2021. We currently do not have these details from the authorities yet, and seek our customers’ patience as we await clarity on these matters.

Children under the age of 12 and those who cannot be vaccinated due to a medical condition are exempted from the vaccination requirement.

Alternatively, Singapore Airlines will be operating two Department of Foreign Affairs and Trade (DFAT) repatriation flights from Singapore to Darwin on 02 and 08 November 2021. 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 auto confirmed for Sydney now that caps are lifted?

 
No, if you have waitlisted for a flight to Sydney, please contact local Singapore Airlines office or your travel agency, who will be able to advise you accordingly.

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) from Sydney to Singapore?

 
No, there are no VTL flights from Sydney to Singapore. Current entry requirements apply. You may check the entry requirements for Singapore.


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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