Singapore Airlines

Часто задаваемые вопросы, связанные с Covid-19

↓ ATB: Flights

↓ 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 postponed, 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: 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 who meet our travel waiver policy criteria 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 eligible customers 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 all tickets purchased either directly from Singapore Airlines or via travel agents, except where tickets were purchased with KrisFlyer miles or HighFlyer points, on a child or infant fare, or where tickets are partially flown.

If my tickets were purchased 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 current ticket is eligible for flight credits?

 

Customers holding tickets issued on or before 15 March 2020 and had originally planned their travels up to 31 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.

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 you no longer require the unused portion of your ticket, 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. 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.

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 Covid-19 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, SilkAir or Star Alliance flight?

 

Flight credits can be used to book Scoot, SilkAir 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 who 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 MonthMiles 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

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 is cancelled, do I need to immediately use the flight and bonus credits allocated?

 

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 or SilkAir flight was cancelled due to Covid-19, you will be covered by our global travel wavier policy ,and you may opt for a refund. Cancellation fees will be waived. Any bonus flight credits awarded post-cancellation will not be part of the refund.

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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