Singapore Airlines Updated Global Travel Waiver Policy April 9, 2020

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Singapore Airlines has today issued an updated travel waiver policy due to the Covid-19 pandemic for those whose tickets were issued on or before March 15, 2020, and were scheduled to travel January 24 – May 31, 2020.

The airline is now offering up to 500 SGD bonus credits for those who would like to keep the ticket value intact OR will provide refunds for partially or entirely unused tickets.

You can access the Singapore Airlines page for the updated policy here, frequently asked questions here, and full T&Cs here.

Here’s the updated policy:

GLOBAL TRAVEL WAIVER POLICY

Singapore Airlines knows that many of our customers have had their travel plans disrupted by the Covid-19 outbreak.

We have therefore further enhanced our global travel waiver policy to offer even more flexibility for them when they are ready to book their travel with us once again.

Extension of Flight Credits to 30 June 2021

Customers who purchased a SIA or SilkAir ticket on or before 15 March 2020, for travel up to 31 May 2020, can retain the full value of the unused portion of their tickets as flight credits. These can be used to book their new travel up till 30 June 2021. This gives customers the flexibility to plan, book and travel from now until then. We will also waive no-show and rebooking fees, allowing customers to truly enjoy the full value of their flight credits.

Bonus Flight Credits

We will award bonus flight credits to all customers who choose to retain their tickets as flight credits. This is our way of thanking them for their support during this challenging period. Based on the original cabin class of travel, they will receive the following bonus flight credits* when making a new booking with us:

  • Economy Class SGD75
  • Premium Economy Class SGD100
  • Business Class SGD200
  • Suites / First Class SGD500

Customers who opted to keep their tickets open due to the Covid-19 outbreak will also retain the value of the unused portion of their ticket as flight credits. They will also automatically qualify for the bonus flight credits.

Similarly, customers whose flights were cancelled by SIA or SilkAir will retain the full value of the unused portion of their tickets as flight credits. They will also be awarded the bonus flight credits when rebooking their travel.

If the customer’s eligible ticket contains a combination of cabin classes, the bonus flight credits will be based on the higher cabin class. Customers holding partially flown tickets will only have the remaining value of their tickets retained as flight credits. They will not be eligible for any bonus flight credits

Refunds for Customers

Customers who meet the above conditions, but do not wish to keep the value of their tickets as flight credits, will be offered the option of a refund. Cancellation fees and no-show fees will be waived. Customers who used miles to redeem their flight tickets will have both their miles and taxes refunded. Those who purchased their tickets using a combination of miles and cash will receive a refund as well. They will not be eligible for any flight credits.

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.

We believe this will offer more clarity for our customers. We ask for your patience if there are some delays as we process all requests.

Please refer here for FAQs on our global travel waiver policy as well as here for the terms and conditions.

RETAINING THE VALUE OF YOUR TICKET AS FLIGHT CREDITS

Customers who booked directly with us should use the online assistance request form to cancel their booking and retain its value as flight credits.

Customers who meet the criteria in our global travel waiver policy will receive a confirmation email immediately. For all other customers, please allow up to two weeks for us to review the request.

Please be assured that if your request is submitted before your original travel date, all no-show fees will be waived.

Do note that this only applies to travel scheduled up to 31 May 2020.

When you have firmed up your new travel plans, please submit your preferred rebooking options and travel dates using the assistance request form. Our customer service representative will follow up on your request.

Customers are encouraged to contact their local Singapore Airlines reservation and ticketing offices if they intend to travel in the next 72 hours.

REFUND REQUESTS

Customers who booked directly with us should use the online assistance request form to cancel their existing booking and request for a refund.

Those who meet the criteria in our travel waiver policy will receive a confirmation email immediately upon submission of their online request. Customers will then not be able to retain the value of their ticket as flight credits or be eligible for bonus credits.

Once the refund has been processed, a refund notification will be sent to customers.

Here’s copy of the email that has gone out to eligible passengers:

Conclusion

You have to give Singapore Airlines credit when it is due to come out and explicitly offer refunds when most other airlines don’t want even to mention this to eligible passengers.

It may help that Singapore Airlines is in the process of securing more than $10 billion (USD) lifeline in the form of equity and convertible debt from Temasek (controlled by Singaporean Government) and other shareholders.

It is a nice gesture to offer a bonus for those willing to keep the ticket value, but you then have to call in to get the booking done and who knows how difficult it is.

I would encourage everyone to opt for refunds and then rebook once this coronavirus is over, travel restrictions and bans lifted, and airlines, including Singapore Airlines, have firmed their schedules.

Here’s the T&Cs:

Effective 09 April 2020. Last updated 09 April 2020

1. Eligibility

i. This Covid-19 Travel Waiver Policy (“Policy”) applies to all Singapore Airlines Limited (“SIA”) tickets (13-digit ticket number starting with 618) and SilkAir (Singapore) Private Limited (“SilkAir”) tickets (13-digit ticket number starting with 629) that meet all of the following criteria: –

a.Issued on or before 15 March 2020;
b.For original travel commencing on or between 24 January 2020 and 31 May 2020; and
c.Booked for travel on SIA, SilkAir or our codeshare partner airlines flights (referred to as “Eligible Ticket”).

ii. This Policy shall also apply to:

a.tickets where the period of validity (being 1 year from the date of commencement of travel or if no portion of the ticket is used, from the date of issue of the ticket) has expired; and
b.tickets where a passenger has travelled on one or more flights in the ticket but has not completed the full flight itinerary in the ticket (“Partially Unused Tickets”), as long as the ticket satisfies the conditions set out in paragraph 1(i) above.

2. Option to choose between Flight Credits or Refunds

i. Save for the tickets in paragraph 2(v), the passenger named on an Eligible Ticket may choose one of the following options, subject to the terms and conditions of this Policy:

a.Cancel the original flight itinerary on his ticket and retain the Unused Value of the ticket as Flight Credits.
b.Obtain a refund of the Unused Value of his ticket.

ii. The Unused Value of an Eligible Ticket is defined as follows:

a.In the case of fully unused tickets, the total fare and taxes paid for the ticket.
b.In the case of Partially Unused Tickets, the total fare and taxes paid for the ticket less the fare of the flight sector(s) that has been utilised. For the avoidance of doubt, SIA reserves the right to compute the Unused Value of a Partially Unused Ticket at its sole discretion.

iii. The fees paid for advanced seat selection and/or additional baggage allowance in an Eligible Ticket shall not be retained as Flight Credits and will be refunded to the passenger.

iv. Where there is more than one passenger on a Booking Reference (also known as Passenger Name Record or PNR), each individual passenger on the Booking Reference / PNR would have the right to choose 1 of the 2 options set out in paragraph 2(i). For the avoidance of doubt, the passengers on the same Booking Reference / PNR are not required to choose the same option in paragraph 2(i).

v. Unless otherwise permitted by SIA, the passengers named on the following tickets shall not be permitted to retain the Unused Value of the ticket as Flight Credits:

a.The passenger named on an Award Ticket redeemed under the KrisFlyer Programme: This passenger shall be entitled to a refund of the KrisFlyer miles used for the award ticket plus all taxes paid.

b.The passenger named on a ticket purchased using Mix Miles with Cash under the KrisFlyer Programme: This passenger shall be entitled to a refund of the KrisFlyer miles used for the ticket, plus remaining sum paid in cash (including taxes).

c.The passenger named on a ticket purchased using Mix Points with Cash under the HighFlyer Programme: This passenger shall be entitled to a refund of the HighFlyer points used for the ticket, plus remaining sum paid in cash (including taxes).

vi. The passenger named on an Eligible Ticket shall not be allowed to retain a part of the Unused Value of the ticket as Flight Credits and obtain a refund of the balance of the Unused Value of the ticket.

3. Award of Bonus Flight Credits for rebooking using Flight Credits

i. The passenger shall be awarded Bonus Flight Credits for his 1st rebooked flight itinerary using the Flight Credits unless:

a.The fare in the Eligible Ticket was a child or infant fare; or
b.The Eligible Ticket is a Partially Unused Ticket.

For the avoidance of doubt, no Bonus Flight Credit shall be awarded for his 2nd rebooked flight itinerary.

ii. No Bonus Flight Credit shall be awarded if the passenger chooses a refund of the Unused Value of his Eligible Ticket.

iii. The Bonus Flight Credits shall be awarded:

a. Based on the cabin class of the Eligible Ticket; and
b. At the point of rebooking of the new flight itinerary.

iv. The Bonus Flight Credits per Eligible Ticket shall be as follows, regardless of the original fare of the Eligible Ticket:

a.Economy Class: SGD 75
b.Premium Economy Class: SGD 100
c.Business Class: SGD 200
d.First / Suites: SGD 500

v. In the event the Eligible Ticket contains a combination of cabin classes, the Bonus Flight Credit shall be based on the higher cabin class in the Eligible Ticket.

4. Rebooking of a new flight itinerary using Flight Credits

i. The passenger may only utilize the Flight Credits from an Eligible Ticket for up to two new flight itineraries with SIA for that passenger, with the last flight sector of each flight itinerary being on or before 30 June 2021.

ii. At the point of rebooking of the new flight itinerary, the Bonus Flight Credit (if applicable) shall first be applied to the total cost of the new flight itinerary.

iii. Where the Flight Credits retained is sufficient to cover the cost of the new flight itinerary (or the balance cost of the new flight itinerary if the Bonus Flight Credit is applicable), the entire cost of the new flight itinerary (or the entire balance cost of the new flight itinerary, as the case may be) shall be deducted against the Flight Credits. Any remaining Flight Credits (“Residual Flight Credits”) may be used to offset the cost of a 2nd flight itinerary for that passenger.

iv. Where the Flight Credits (together with any applicable Bonus Flight Credit) retained in the name of the passenger is insufficient to cover the entire cost of the new flight itinerary for that passenger, the passenger shall pay for any top-ups for the new flight itinerary.

v. The passenger shall be issued a new ticket when the Flight Credits (and the Bonus Flight Credits, if applicable) are used to rebook a new flight itinerary. All fare conditions of the new ticket, including any applicable rebooking fees, refund conditions and/or cancellation fees, shall be applicable to that new ticket.

vi. For the avoidance of doubt, the passenger shall not be allowed to transfer and/or combine Flight Credits and/or Bonus Flight Credits in any manner whatsoever.

vii. Any unused Flight Credits shall expire on 30 June 2021, and shall be non-refundable thereafter. Residual Flight Credits are non-refundable.

5. Refund of the Unused Value of the Eligible Ticket

i. In the event the passenger chooses to obtain a refund of the Unused Value of the Eligible Tickets under paragraph 2(i)(b), no cancellation fees shall be payable (including any fees payable for redepositing of KrisFlyer miles for redeemed under the KrisFlyer Programme)

ii. The refund shall be effected prior to the ticket expiry, which is one year from the date of ticket purchase.

iii. Once the Unused Value of the Eligible Tickets has been refunded, the passenger can no longer choose to retain the Unused Value of the Eligible Tickets into Flight Credits or be eligible for Bonus Flight Credits.

6. Modifications: These terms and conditions are subject to change without notice at SIA’s sole and absolute discretion except as prohibited by applicable laws and regulations. The prevailing terms and conditions of Policy at the point of the passenger’s rebooking, transfer or combination of Flight Credits shall apply. SIA reserves the right to interpret, apply and communicate the terms and conditions of the Policy. All decisions made by SIA shall be final and conclusive in each case.

7. Limitation of liability: To the maximum extent permitted by law, SIA is not liable for any injury, loss, claim, damage, including those based in negligence, whether actual, incidental, special, exemplary, punitive or consequential (including lost profits or other special damages) which arises out of or is in any way connected with this Policy, including the use, transfer and/or combination of the Flight Credits by the passenger. The total liability (if any) of SIA for all damages, losses, costs and expenses under whatever causes of action, whether in contract, tort or otherwise will not exceed the value of the Flight Credits retained in the name of the passenger.

8. General Conditions of Carriage: Other and separate conditions apply to carriage of passengers, baggage and cargo by air, or any promotion which SIA may run from time to time. If the passenger travels on a flight operated by SIA, the SIA General Conditions of Carriage apply to the carriage of passengers, baggage and cargo by air save as otherwise set out in this Policy. SIA’s liability and its code share partners’ for loss, damage or delay to your baggage is limited by Montreal Convention and Warsaw Convention, and/or such other applicable law or regulation.

9. Applicable law: To the extent that any provision contained or referred to herein is contrary to any applicable laws, government regulations, orders or requirements that cannot be waived by agreement of the parties, such provision shall not apply. The invalidity of any provision shall not affect the validity of any other provision.

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