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Covid-19 Frequently Asked Questions

↓ Travel to Singapore

↓ GWP: Using flight credits

↓ GWP: Eligibility

↓ GWP: Bonus Flight credits

↓ GWP: Refund

↓ Flight Cancelled by Singapore Airlines



Travel to Singapore



Can unvaccinated children travel to Singapore?

 
Children aged 12 years and below (based on calendar year) are able to travel to Singapore on any flight and will not need to be quarantined upon arrival, regardless of vaccination status. This includes unaccompanied minors aged 5 to 12 years.

Are Covid-19 tests and quarantine still required to enter Singapore?

 
All fully vaccinated travellers, as well as unvaccinated or partially vaccinated children aged 12 and below, may enter Singapore on any SIA or Scoot flight without the need for quarantine or Covid-19 tests. Customers must meet prevailing visa requirements, if applicable.
 
All unvaccinated or partially vaccinated travellers aged 13 and above must present a negative pre-departure Covid-19 test result, taken within two days of departure to Singapore. They are also subject to prevailing quarantine and testing requirements. Learn more here.
 
Long-Term Pass holders1 and short-term visitors2 who are not fully vaccinated must also apply for approval prior to entry into Singapore. 
 
More information on Singapore’s simplified entry requirements may be found on the Safe Travel website
 
1 Unvaccinated Long-Term Pass Holders aged 18 and above who are medically ineligible for vaccines will need to apply for an exemption request before entry. Fully vaccinated work permit holders do not need to seek prior approval to enter Singapore, except for non-Malaysian male work permit holders on In-Principle Approval (IPA) in the Construction, Marine Shipyard, and Process (CMP) sector, who must continue to obtain approval for entry. From 1 May 2022, fully vaccinated non-Malaysian work permit holders, including those holding an IPA in the CMP sector, no longer need to apply for entry approval to enter Singapore.  Instead, they must book a slot at MOM’s Onboard Centre to undergo a residential onboarding programme before arrival. 

2 Only unvaccinated short-term visitors need to purchase Covid-19 travel insurance with a minimum coverage of $30,000 for Covid-19 related medical treatment and hospitalisation costs, prior to travel to Singapore.

Do I need to be vaccinated or take a Covid-19 test if I am transiting through Singapore?

 
Travellers, regardless of vaccination status, will be allowed to transit through Singapore on all SIA and Scoot flights. There is no need to take a pre-departure test for transit through Singapore. Travellers must ensure that they meet the entry requirements of their final destination.    
 
Due to regulatory requirements, transit through Singapore to a destination in Mainland China is not allowed. In addition, transit through Singapore to Hong Kong SAR is also not available due to operational considerations.
 
Passengers departing from Mainland China or Hong Kong will be allowed to transfer through Singapore Changi Airport en-route to their final destinations. 

What are the approved vaccines I need to take in order to enter Singapore?

 
You will need to be fully vaccinated with any vaccine in the World Health Organisation Emergency Use List, with the final dose completed at least 14 days prior to arrival in Singapore. Vaccination requirements are listed here.

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

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

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

Learn more about our #SIAcares initiatives here.

What documents do I require to enter Singapore?

 

Fully vaccinated* travellers are required to provide a vaccination certificate, in English or translated to English with notarisation, regardless of place of issuance and whether digitally verifiable or not. Existing visa requirements will apply where applicable. Click here for more information.

Fully vaccinated work permit holders do not need to seek prior approval to enter Singapore, but non-Malaysia work permit holders must book a slot at MOM’s Onboard Centre to undergo a residential onboarding programme before arrival.

All unvaccinated or partially vaccinated travellers aged 13 and above must present a negative pre-departure Covid-19 test result, taken within two days of departure to Singapore. They are also subject to prevailing quarantine and testing requirements. Learn more here.

Children aged 12 years and below are exempted from the vaccination requirements.

To facilitate the immigration process, all travellers, including children of all ages, should submit their SG Arrival Card within three days before arrival in Singapore.

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

Do masks have to be worn on board the flight?

 
Singapore Airlines remains guided by Singapore’s regulations on in-flight health and safety requirements. All passengers who are 6 years old and above must wear a face mask during the flight except when eating or drinking, or if prescribed exemptions apply (i.e. medical reasons with a certified doctor’s letter).  

When worn, the mask must cover the wearer’s nose and mouth.

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 requirements from the respective countries before their flights.

If I am unvaccinated, what type of accommodation is acceptable for the Stay Home Notice period ?

 
For guidelines on Stay Home Notice accommodation, please click here.

Which flights do the complimentary rebooking policy apply to?

 
If your new or existing booking is a Singapore Airlines ticket issued between 5 March 2020 and 31 July 2022, you will be able to enjoy unlimited changes to your flight, with rebooking fees waived. Only fare differences will apply .

After 31 July 2022, you will be eligible for a one-time change with rebooking fees waived, fare differences may still apply.

I have recently recovered from Covid-19. However, I do not have a vaccination certificate. Am I allowed to board the flight?

 
Yes, you are allowed to board the flight if you do not have a vaccination certificate. However, you will be considered unvaccinated, and will have to meet the requirements for unvaccinated travellers, including prevailing quarantine and Covid-19 test requirements upon arrival.

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

Children aged 12 years and below (based on calendar year) are able to travel to Singapore on any flight, and will not need to be quarantined upon arrival, regardless of vaccination status. This includes unaccompanied minors aged 12 and below.

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

 
To learn more about the latest safe management measures for Singapore, please visit the Ministry of Health’s Covid-19 website

For information about local safe management measures, please visit the countries’ official websites or click here to check the travel advisories.

Is quarantine-free and test-free travel across the various countries possible for fully vaccinated travellers?

 

Please refer to country-specific travel advisories to understand their entry requirements for fully vaccinated travellers. Travellers are advised to refer to the countries’ official websites for the latest information. 

For Singapore Citizens and Permanent Residents, is a QR code required for the vaccination certificates?

 

Singapore Citizens and Permanent Residents can provide their vaccination status using the HealthHub or TraceTogether app.

Please note that in order to board a flight from Singapore to another country you must use Notarise to digitally authenticate and endorse vaccination certificates in order to facilitate verification by the relevant authorities.

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

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

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

 
The TraceTogether app supports Singapore's efforts to fight the spread of Covid-19 through community-driven contact tracing. All visitors should download the TraceTogether app for verification of vaccination status while in Singapore.    
 
Children aged 6 years or younger as of calendar year are exempted from this  requirement.  For information on setting up the app, click here

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

 
The travel insurance offered by our insurance partners, AIG and Allianz meet the mandatory minimum S$30,000 insurance coverage requirement and will cover unvaccinated short-term visitors entering Singapore for Covid-19 related medical treatment and hospitalisation costs incurred whilst in Singapore.   
 
Learn more about the insurance benefits and view the terms and conditions for the various countries here.   
 
For alternate providers, please click here.  

Can I enter Singapore on the Reciprocal Green Lane (RGL)?

 
There is no change to the Reciprocal Green Lane arrangement for travellers from Mainland China and Brunei. Travellers travelling via the RGL should ensure they meet all necessary entry requirements. More information can be found here.

If I test positive for Covid-19 before my flight, will I be able to request 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.

For non-fully vaccinated travellers who recently recovered (i.e. within 14 to 90 days of their last infection), they will be exempted from the pre-departure test if they can provide the necessary documents, but will still be subjected to all other prevailing border measures.

Learn more here.

I have a European Union Digital Covid Certificate (EU DCC) for vaccination. Can I board the flight?

 
All travellers departing from any country may now present their vaccination certificate in English or translated to English with notarisation, issued by any country, in both digital and printed format. Children aged 12 years and below are exempted from the vaccination requirement. For more details on the vaccination requirements, please click here.

My vaccination certificate is not in English. Will it be accepted for travel into Singapore?

 
All vaccination certificates in English or translated to English with notarisation, regardless of place of issuance and whether digitally verifiable or not, will be accepted as proof of vaccination. Children aged 12 years and below are exempted from the vaccination requirement. For more details on the vaccination requirements, please click 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).

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

 
Click here for more information on Singapore’s recovery protocol and travel insurance requirement.
 
Please note that all unvaccinated short-term visitors travelling to Singapore must purchase travel insurance with a minimum coverage of SGD30,000 for Covid-19 related medical treatments and hospitalisation costs, prior to their travel to Singapore. 

I am unable to find a Vaccinated Travel Lane (VTL) flight after 31 March 2022 on your website. Why is that so?

 
There are no longer specific designated VTL flights. Travellers may enter Singapore on any SIA or Scoot flight under the relaxed border measures. Travellers who are not fully vaccinated will be subject to the prevailing quarantine and testing measures upon arrival.

Global Travel Waiver Policy (GWP)

GWP: Using flight credits

What are flight credits?

 
Singapore Airlines has introduced flight credits in April 2020 for customers with tickets issued on or before 15 March 2020, and for those who had originally planned to travel by 31 March 2021, to give customers a peace of mind during these uncertain times and greater flexibility in their booking options in the future.

Customers with tickets that are covered under our travel waiver policy can cancel their existing flight bookings using our Assistance Request Form and retain the full value of the unused fare and taxes portion of their tickets as flight credits. Once they have decided on their new travel plans, customers may use the flight credits to book their new flight itineraries, which must be completed by 31 December 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 31 December 2022.

Can I extend my travel beyond 31 December 2022?

 

No. Flight credits can only be used for travel up to 31 December 2022, unless otherwise extended by Singapore Airlines.

GWP: Eligibility

How do I know if my ticket is eligible for flight credits?

 

Customers holding tickets issued on or before 15 March 2020 and had originally planned their travels up to 31 March 2021 are eligible. The value of the unused portion of these tickets will be retained as flight credits, which can be used to book new itineraries for travel up till 31 December 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 before 31 December 2022. 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.

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 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” 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 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 before 31 December 2022. Any remaining credits after 31 December 2022 will be forfeited.

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

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

 

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

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

 

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

If I booked more than one trip using my flight credits, can I book the second trip after 31 December 2022?

 

No, all flight credits must be used for rebooked travel completing on or before 31 December 2022. Any remaining credits after the date will be forfeited.

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?

 
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 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?

 
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?

 
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.

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.

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 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. All flight credits must be used by 31 December 2022.

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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