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Frequently Asked Questions for Covid-19 Waiver Policy
1. Does this new policy supersede all your previous waiver policies?
Yes. This updated policy supersedes all previously published Covid-19 waiver policies.
2. Why is the policy applicable only for tickets with travel dates up to 31 May 2020?
The policy is intended to provide a clear option for customers who have been booked to travel
with SIA in the coming weeks. We will continue to monitor the Covid-19 outbreak globally and
be flexible in reviewing the policy and the cut-off date of 31 May 2020 if necessary.
3. Is this new policy applicable to redemption tickets?
Yes. Please note that customers must complete their travels by 31 March 2021. A top-up of
miles may be required for the new itinerary.
4. Will I get a refund?
Refunds are based on the fare conditions of the ticket. Refund fees will not be waived.
5. Will I have to pay rebooking fees?
All rebooking fees will be waived, although a fare differences may apply if there is a change in
the itinerary.
6. Will I be able to transfer my ticket?
No. The transfer of tickets to third parties is not allowed.
7. Will a change of destination be allowed?
Yes, customers will be allowed to change destinations. All rebooking fees will be waived,
although a fare difference may apply for the new itinerary.
8. Can my new travel date start after 31 March 2021?
The new flight itinerary must be completed by 31 March 2021.
9. What is an open ticket?
An open ticket allows you to retain the value of your original booking and rebook your travel
at a later date. Customers may contact us via our online form
(https://www.singaporeair.com/request.form) when they have firmed up their travel plans to
issue the new tickets. Please note that the new flight itinerary must be completed by 31 March
2021.
10. I can’t reach any of your customer service agents over the phone. How can I make the
change?
Due to the high volume of requests at our contact centres and sales and reservations offices,
customers should use our online form at www.singaporeair.com/request.form to submit
their requests.
11. I was not able to contact anyone from SIA to change my flight itinerary. As my flight has
already passed, will I be charged a no-show fee to rebook my flight?
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We are waiving no-show fees for travel between 16 to 31 March 2020.
12. I purchased my insurance from the Singapore Airlines website. I would like to request a
refund of my insurance.
Kindly contact AIG regarding your refund request. You may find the contact details for the
respective local AIG hotlines, via the following link:
https://www.singaporeair.com/en_UK/sg/plan-travel/privileges/travel-insurance/
On the landing page:
- Select the “Country” that you bought your insurance from
- Click on “Customer Service & Claims”
- Contact Details will appear under “Dedicated Customer Service Hotline”
13. I booked a package with Singapore Stopover Holidays, but I would like to cancel it, given the
current situation.
Customers can cancel their Singapore Stopover Holiday package. If you have purchased
directly from Singapore Airlines, please contact your local reservations office for assistance.
For contact details, please click here: https://www.singaporeair.com/contactUs.form
For travel agent bookings, please reach out to your travel agent directly for assistance.
Request for cancellations must be made more than three working days in advance from the
hotel check-in date.
No-show customers, and customers who cancel their bookings within three working days from
their check-in date, will be subject to a fee equivalent to one night’s stay. The highest room
rate will apply if the hotel stay is more than one night.
