Singapore Airlines e-News April 2020

Singapore Airlines e-News April 2020


 In this month’s edition:

  • A Message from Us to You 

  • Schedule Changes and Flight Cancellations

  • Changi Airport to Consolidate Terminal Operations

  • Lounge Operations

  • Inflight Adjustments 

  • Singapore Airlines Holidays – Inclusion of SQ Codeshare on NZ and TR Flights 

  • Changes to Credit Card Verification Procedures

A Message From Us to You 

 With the unprecedented situation that we are all currently facing with the spread of COVID-19, we would like to say a few hopeful words to you. We hope everyone stays strong, healthy and happy. Needing to stay home does not mean that we should hold back our spirit of travel. We will come out of this on the brighter side, and when that happens we will be taking you on new adventures again. There is still so much beauty in this world to discover, and we only have to keep our spirits up and stay strong together to get through this.

This month’s e-news contains short practical information for you during the current situation, followed by updates of future activities. We have new developments upcoming, and we hope to have kept you informed.

Schedule Changes and Flight Cancellations

Flight and Schedule Adjustments 

In the midst of the COVID-19 situation, Singapore Airlines (SIA), SilkAir (MI) and Scoot (TR) are constantly having to adjust their flight schedules. To be up to date on the latest changes and all information related to COVID-19, please click here.

Global Travel Waiver Policy 

SIA knows that many of our customers have had their travel plans disrupted by the COVID-19 outbreak. Our global travel waiver policy has been further enhanced to offer even more flexibility for customers when they are ready to book their travel with us once again.

Extention 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 30 June 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.

Bonus Flight Credits

We will award bonus flight credits to all customers holding adult fare tickets 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                  : 45 EUR

Premium Economy Class  : 60 EUR

Business Class                  : 125 EUR

First Class/ Suites             : 320 EUR

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.

Due to the high volume of requests, we seek your understanding as it may take longer than usual for our customer service agents to respond to you. Due to the enormous amount of refund requests, the refund procedure may take longer than usual. As a result of the complexity of the refunds, all refunds will be handled through the Refund Application procedure. We apologise for any inconvenience caused.

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

Please also note: In the GDS, sometimes flights are shown but the availability of the flights in all classes are 'closed’ as these flights are operated as PACC. 

Changi Airport to Consolidate Terminal Operations
Changi Airport Group (CAG) announced that in view of the steep decline in passenger traffic and the likelihood that air travel demand will not return to pre-COVID-19 level in the near term, the operations at Changi Airport will be consolidated.

From 1 May 2020, operations at Terminal 2 (T2) will be suspended for 18 months with airlines to be relocated to the remaining terminals. This move also allows for the current T2 expansion works to be accelerated with expected completion, currently scheduled for 2024, to be brought forward possibly by up to one year.

Lounge Operations

Due to the closure of Terminal 2 in Changi Airport, SQ and MI operations are consolidated in Terminal 3.

Terminal 2 SilverKris Lounge and Terminal 3 SilverKris Lounge (First Class) will be closed until further notice.

Terminal 3 Silver Kris Lounge (Business Class) will operate 24 hours on all days.

Terminal Closed Facility Alternative Facility in Terminal 3
Terminal 2 First Class Check in Reception Check in Row 6
SilverKris Lounge (First Class) SilverKris Lounge (Business Class)
KrisFlyer Gold Lounge
Terminal 3 First Class Check in Reception Check in Row 6
The Private Room SilverKris Lounge (Business Class)
SilverKris Lounge (First Class)
KrisFlyer Gold Lounge

In addition, the SQ arrival counter at Terminal 2 will not be operating. The Terminal 3 SQ arrival counter will resume operations when the Singapore border reopens.

Inflight Service Adjustments

As part of COVID-19 measurements, passengers can expect some in-flight service adjustments.

Meal services will be conducted using tray service instead of table layout to facilitate speed of service and reduce contact between passengers and crew.

There will be the removal of menu cards for all cabins on all sectors, as well as removal of all in-seat literature system-wide for all cabins, except for airsick bags, safety cards and amenity menus where applicable. This helps to facilitate the fogging of aircraft post return.

The Book the Cook (BTC) service will be suspended temporarily for flights from overseas BTC stations. There will also be no pre-ordering of in-flight menu items for all cabins on all sectors as a streamlined menu will be offered instead.

Cabin crew are also empowered to make ad-hoc and necessary adjustments to the inflight service to minimize contact between passengers and crew whenever possible.

The above measures are in place to reduce contact between crew and passengers. These are temporary measures that SIA has implemented during this period of weakened demand due to the COVID-19 outbreak.

Singapore Airlines Holidays – Inclusion of SQ Codeshare on NZ and TR Flights

The 'Flight and Hotel’ product offered by Singapore Airlines Holiays (SAH) will now be extended to Air New Zealand (NZ) and Scoot (TR) operated codeshare flights as of 27 April 2020.

The codeshare on NZ only applies to CHC-SIN vv and AKL-SIN vv flights, and the codeshare on TR only applies to select unique TR points.

For more information on Singapore Airlines Holidays, please do not hesitate to contact your local Singapore Airlines Office.

Changes to Credit Card Verification Procedures

Due to significant losses as a result of tickets purchased using compromised/stolen credit cards (via phone transactions), we will with immediate effect, stop accepting Letters of Indemnity (in any form) from customers. This will be until the 2 Factor Authorization is ready to be used.

Effective immediately, passengers must present the card at airport or ticket office for verification. If the passenger is unable to fulfill the credit card check, the deault option by the ground staff is to cancel the ticket, process a full refund, and offer to assist the passenger to purchase a new ticket for travel.

Source: Singapore Airlines

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