Issued 13 April 21 Dear Trade Partner, The COVID-19 pandemic

Issued 13 April 21

Dear Trade Partner,

The COVID-19 pandemic has presented unprecedented challenges to the travel industry and

its impact illustrates the continual need for us to evolve to meet the new needs of our

consumers. In view of the changing market landscape caused by the COVID-19 pandemic,

the commercial fare types structure for Singapore Airlines’ Economy Class has been adjusted

to address new customer needs effectively.

Since the introduction of additional fare types to its Premium Economy Class fare family in

May 2018, Singapore Airlines has maintained its engagements with the market through

surveys and passenger feedback to keep up with adjusting consumer sentiments. This has

allowed us to identify shifts in expectations towards travel, with the flexibility to adapt to

involuntary changes inevitably becoming an important part of the travel experience.

Singapore Airlines will be revamping its Economy Class fare types to cater to traveller groups

with different needs. Starting 22 April 2021, Q and N fares will be reintroduced under the new

Economy Value fare type, while the V and K fares will remain under the current Economy Lite

fare type. The change fees for Economy Standard fares will also be revised.

We aim to strike a balance between the affordability of our Economy Class fares and their

corresponding fare conditions, thus enhancing their appeal to the different groups of travel

consumers. With this revamp, passengers who are looking at a no-frills fare can opt for the

Economy Lite fare type, while the Economy Value fare type offers greater flexibility as

compared to the former.

We hope to have your continued support as we undertake these revisions for our customers.

We look forward to welcoming you back onboard with Singapore Airlines.

For any enquiries, please reach out to your SIA Account Manager(s). Thank you.

Fare Type Changes for Singapore Airlines Economy Class

Table of Contents

1. Introduction

2. Details and Execution of Fare Type Changes

a. Summary of Key Changes to Ticket Conditions

i. Change, Cancellation and No-show Fees

ii. Baggage Allowance

iii. KrisFlyer Tier Privileges

iv. Corporate Travel Programme

3. Exemptions and Other Operational Guidelines

a. Ticket Reissuance

b. Ticket Refund

c. Waitlisting

4. Frequently Asked Questions (FAQs)

Singapore Airlines will revamp its Economy Class fare types, with the fare updates applicable

to new tickets issued across all point of sales and distribution channels from 22 April 2021:

• Official website at www.singaporeair.com

• SingaporeAir mobile app

• Singapore Airlines’ reservations offices and call centres

• Singapore Airlines’ travel agent website at https://agent360.singaporeair.com (AGENT

360)

• Singapore Airlines’ NDC channel (accessible through a list of certified technology

partners)

• Singapore Airlines’ proprietary API channel

• Singapore Airlines’ group booking tool (SQ Direct)

• Singapore Airlines’ travel agency, travel management company and online travel agent

partners

INTRODUCTION

The fare type changes will not affect tickets issued before 22 April 2021. These tickets will

retain the original fare conditions and will only be superseded by the new fare conditions in

the event of ticket reissuance or rebooking after 22 April 2021. The fare type changes are

applied to all points of sales and distribution channels.

Summary of Key Changes to Ticket Conditions

1. Change, Cancellation and No-show fees

a. The short-haul cancellation fee for Economy Standard fares M, H, W will be

reduced.

b. Economy Value fares Q and N (formerly under Economy Lite) will offer lower

change fees for long-haul and will now allow cancellation with fee.

Economy Lite fares V and K will feature new restrictions to ticket changes. Changes

and cancellations will be prohibited, and the no-show change will no longer be

applicable as a result.

2. Baggage Allowance

a. Baggage allowance for Economy Class fare types will be streamlined into 2 main

categories:

i. 30kg for the Economy Flexi and Standard fare types (Y, B, E, M, H, W).

ii. 25kg for the Economy Value and Lite fare types (Q, N, V, K).

3. KrisFlyer Tier Privileges

a. There are no changes to the seat selection privileges and additional baggage

allowance entitlement for PPS, supplementary cardholders and Elite Gold.

b. The current 25% tier bonus on actual miles flown will be maintained for all tiers for

Elite Silver, Elite Gold and PPS members. The tier bonus will not be applicable for

Economy Value, Lite and group tickets (Q, N, V, K and G fare types).

4. Corporate Travel Programme

a. Existing corporate discounts negotiated in the respective corporate travel

agreements will continue in effect up till the expiry of the agreements.

b. As per the existing corporate travel agreement structure, Economy Value and

Economy Lite fare types continue to be ineligible for corporate discounts.

c. Economy Value and Lite fare types are ineligible for Highflyer points accrual.

DETAILS AND EXECUTION OF FARE TYPES CHANGES

As a general rule, there are no exemptions for the changes brought about by the fare type

update regardless of the points of sales or distribution channels. Tickets issued prior to the

effective date of this fare type update will continue to be honoured by the existing ticket

conditions accordingly.

Ticket Reissuance

The ticket reissuance date will determine the set of ticket conditions which will apply to the

ticket. Similar to the initial ticket issuance, should the reissuance date take place before the

fare type changes, the old set of fare conditions will be applied. If the ticket is reissued after

the effective date of the fare type update, the new set of fare conditions will take precedence.

Ticket Refund

The ticket refund fee will be determined by the set of ticket conditions applied to the ticket at

the point of ticket issuance. Should the date of issuance take place before the fare type

changes, the ticket refund fee and refund eligibility based on the old set of fare conditions will

be applied. If the ticket is issued after the fare type changes take effect, the new ticket refund

fees and refund eligibility conditions will take precedence.

Waitlisting

Passengers on waitlist for their bookings will have the corresponding ticket conditions applied

to the ticket at the point of ticket issuance upon a successful waitlist. If the ticket is issued after

the fare type changes take effect, the new set of fare conditions will be applied.

EXEMPTIONS AND OTHER OPERATIONAL GUIDELINES

General

1. Why has Singapore Airlines opted to separate Lite fares and introduce a new fare type?

Due to the uncertainties caused by Covid-19, such as the regular changing of border

restrictions, we recognise that travellers may require more flexibility when planning their

trips. We understand the need to continually evolve to meet the changing expectations of

our consumers. This is why we have introduced the new Economy Value fare type, which

offers more flexibility for changes and cancellations.

2. Will the new fare type and fare condition changes be rolled out across all points of sale or

will they be implemented gradually in stages?

The new fare type and fare condition changes will be implemented at the same time for all

points of sale on 22 April 2021.

3. How can we differentiate whether the old or new fare conditions are applied to

any particular ticket?

Customers can confirm the fare conditions of their tickets with their travel agent or local

SIA office. Alternatively, customers can also check the fare conditions via 'Manage

Booking' on singaporeair.com.sg.

4. With the introduction of the new fare type, will passengers be able to self-service online in

the event of schedule change or disruption (e.g. UN / TK)?

Yes, passengers will still be able to perform self-service online for such situations.

5. Why are ticket changes not allowed for Economy Lite fares?

The fare types have been adjusted to address different customer needs more

effectively. While ticket changes are not allowed for Economy Lite fares, we have

introduced a new fare type, Economy Value, which offers flexibility for changes and

cancellations.

6. SQ moved away from non-changeable fares 2 years ago. What is the intent of bringing

this non-changeable fare back?

SIA regularly reviews and updates our product offerings to address the changing needs of

different customer segments, and ensure that they remain relevant in the current market

landscape. While ticket changes are not allowed for Economy Lite, we have also

introduced a new fare type,Economy Value, which offers more flexibility for changes and

cancellations. Overall, we believe this offers more options and flexibility for our customers.

FREQUENTLY ASKED QUESTIONS

7. Why is SQ reducing the free baggage allowance for Economy Flexi, Value and Lite?

The fare types have been recalibrated to address different customer needs more

effectively.

For Agencies / Travel Management Companies

1. For tickets issued before the new fare type changes take effect, will current ‘pre-change’

fare conditions (including baggage allowance) be honoured?

The fare type changes will not affect tickets issued before 22 April 2021. These tickets will

retain the original fare conditions and will only be superseded by the new fare conditions

in the event of ticket reissuance or rebooking after 22 April 2021.

2. With the current COVID-19 pandemic Complimentary Rebooking Policy (CRP), when

a ticket from current fare with CRP is reissued to the new Economy Lite fares, will the new

fare conditions apply?

The ticket issuance/reissuance date will determine the conditions which apply to the ticket.

For tickets issued before 22 April 2021, the first change/reissuance will follow the

conditions of the old fare types. Subsequent changes will follow the new fare conditions.

Subsequent changes will follow the new fare conditions.

As a general guide, rerouting is not permitted for Economy Lite fares. Changes in

flight/date are not permitted either. Please refer to our Singapore Airlines website here for

further details on complimentary rebooking.

3. If the ticket has a combination of fare types (e.g. outbound on Economy Lite where ticket

change is not allowed and inbound on Economy Flexi where change is free), can the entire

itinerary be changed?

In general, for changes to the entire itinerary, the more restrictive conditions will apply.

Conditions for cancellation of the entire itinerary will follow the more restrictive conditions.

Changes to individual flight sectors will depend on the fare type chosen for that sector.

For example: If a customer purchases an Economy Lite fare type for one sector, they will

not be able to change that sector as the Economy Class Lite fare type does not allow

changes. However, if the same customer purchases an Economy Flexi fare type for

another sector on the same itinerary, they can make changes on this sector, since the

Economy Flexi fare type permits changes.

Other conditions such as advance seat selection, baggage allowance, earning KrisFlyer

miles and eligibility to redeem KrisFlyer miles for flight upgrades will depend on the

selected fare type on each flight sector.

4. If the ticket is issued on an Economy Lite fare where ticket change is not allowed and there

is a subsequent need to change the flight, does the traveler have to purchase a new

ticket?

Ticket change is not allowed for Economy Lite fare. If the traveller requires a fare which

allows flexibility for change of flight, we recommend other fare types which offer different

degrees of ticket change flexibility.

5. If the traveler has an Economy Lite fare where ticket change is not allowed and he missed

the flight, can he reuse the ticket to rebook to a next flight?

If the customer misses his flight, he will not be able to use the ticket to rebook another

flight as ticket changes are not allowed for Economy Lite. The customer will need to

purchase a new ticket for another flight.

6. Will the fares be auto-priced through the system?

Yes, the fares will be filed with the respective distribution channels and will be auto-priced

through the system.

7. If there is a system glitch and the ticket is unable to be issued in time with the old set of

fare conditions, is there an avenue for appeal?

The usual escalation process will apply, please approach your SIA agency contact person

for assistance.

ANNEX A – UPDATED FARE TYPES AND CONDITIONS

Economy

Premium Economy

Business

First

Fare Types

Lite

Value

Standard

Flexi

Lite

Standard

Flexi

Lite

Standard

Flexi

First

RBDs

MHW

YBE

ZCJ

Change

(SH / LH)

(USD)

Not

Allowed

50 / 150

20 / 50

Free

100 / 100

50 / 50

Free

200 / 250

100 /

150

Free

Cancellation

(SH / LH)

(USD)

Not

Allowed

150 / 300

100 / 200

50 / 100

Not

Allowed

150 / 200

50 / 100

Not

Allowed

150 /

250

100 /

200

100 /

100

No Show

(SH / LH)

(USD)

Not

allowed

100 / 300

100 / 100

200 / 200

300 / 300

300 /

300

300 /

300

300 /

300

Baggage

25kg

30kg

35kg

40kg

50kg

Advanced

Seat

Selection

Charge for

all

Charge for

all

Free Std

Charge for

Extra

Legroom

& Fwd Zone

Free except

Extra

Legroom

chargeable

Free except

Extra

Legroom

chargeable

Free except

Extra

Legroom

chargeable

Free except

Extra

Legroom

chargeable

Free

Miles

50%

75%

100%

125%

150%

200%

Upgrade

Not

Allowed

Not

Allowed

(higher rate)

Allowed

Not

Allowed

(higher

rate)

Allowed

Not

Allowed