Help and FAQs

 

Popular FAQs

  • 0
    I am logged-in as a PPS or KrisFlyer member. Why are you unable to locate my bookings? I am logged-in as a PPS or KrisFlyer member. Why are you unable to locate my bookings?

    This could be due to either of the following reasons:

    • The flight is not yet opened for check-in (i.e. more than 48 hrs to departure time)
    • The booking was not linked to your PPS/KF membership number (e.g. your membership number was not provided when the booking was made).  If so, then log-out as PPS/KF member and check in using your booking reference / ticket number and last name.


    Modified:01-July-2013

  • 1
    How do I get a refund for an unused ticket that I bought from singaporeair.com? How do I get a refund for an unused ticket that I bought from singaporeair.com?

    It is possible to receive a refund for an unused ticket if you purchased a refundable fare ticket. To cancel an Electronic Ticket, go to Plan and Book page, Retrieve Booking section and log in using your KrisFlyer number and password or booking reference/ticket number and last name. Click on 'Cancel Booking' from the booking page. After confirming your cancellation, the refund will be credited back to the mode of payment used to purchase the ticket. Note that tickets not purchased though online booking cannot be cancelled or refunded through singaporeair.com. If you are canceling your itinerary (part/whole), but do not wish to process the ticket for refund, please contact any Singapore Airlines office nearest to you. The office details can be found on the Contact Us page. Please note that administrative/cancellation fees may apply for cancellations and/or refunds, based on the fare conditions of your purchased ticket.
    For itineraries with flights to and from USA, if you purchased your ticket one week or more prior to the flight's scheduled departure date, you may cancel your ticket without penalty within 24 hours of ticket purchase.

    Modified:05-November-2013

  • 2
    What is the allowance for in-cabin baggage? What is the allowance for in-cabin baggage?

    The allowances for in-cabin baggage are as shown:

    First / Business Class and Suites

    • Two pieces of in-cabin baggage (please click here, exception may apply*)
    • Weight not to exceed 7 kg (15 lb) per piece
    • Sum of length, width and height not to exceed 115cm (45 in) per piece

      Economy Class
    • One piece of in-cabin baggage (please click here, exception may apply*)
    • Weight not to exceed 7 kg (15 lb) per piece
    • Sum of length, width and height not to exceed 115cm (45 in) per piece


    In addition to the above in-cabin baggage allowance, the following items may be carried in the aircraft cabin, free of charge; please click here.

    *Where possible, infant carrying baskets should be carried in the aircraft's cargo compartment.

    There is a weight restriction on the carriage of infant supplies, as follows:

    • When a carry-cot is used, the total weight of napkins, feeding bottles, food and the carrycot should not exceed 12 kg (26 lb)
    • When a carry-cot is not used, the total weight of napkins, feeding bottles, and food should not exceed 6 kg (13 lb)

    Modified:15-November-2013

  • 3
    Why am I charged a cancellation fee? Why am I charged a cancellation fee?

    Cancellation fees are imposed for certain tickets based on their fare conditions.

    Modified:05-November-2013

  • 4
    How do I Book a Singapore Stopover Holiday? How do I Book a Singapore Stopover Holiday?

    Choose the hotel you wish to stay in from this microsite. Then book online at www.singaporeair.com/ssh or call your travel agent or any Singapore Airlines or SilkAir office outside Singapore, at least 72 working hours prior to your hotel check-in date.  They will need the following information: 
    • Your full name
    • Flight details, including arrival date in Singapore
    • Length of stay
    • Hotel required, with alternative choice
    • Triple, twin or single occupancy

    MISCELLANEOUS CHARGES ORDER
    You will receive one of the following documents when you purchase the Singapore Stopover Holiday :
    • Electronic SSH receipt or
    • Virtual Multi-purpose Document (vMPD)
    • Miscellaneous Charges Order (MCO)
    The document contains the name of the confirmed hotel and transfers. You must bring this document with you to Singapore and present it to our ground operator and the hotel on arrival. The hotel reserves the right to charge for reservations at the published rate if you fail to produce the document.

    TRANSFERS
    When you arrive at Terminal 2 or Terminal 3 at Singapore Changi Airport, present your document at the SIA Singapore Stopover Holiday counter to arrange your hotel and return transfer.  Transfers are provided in air-conditioned coach or minibus on seat-in-coach basis. Your return transfer to Terminal 2 or Terminal 3 will be automatically booked by WTS Travel & Tours when you call at the SIA Stopover Holiday counter on your arrival.  Please contact WTS at least 24 hours ahead if you need to change your pick-up time.  The change request is subject to seat availability.

    WTS Travel & Tours Pte Ltd 
    Transfers Hotline
    6214 1736 (8am to 8pm daily)
    9646 6182 (after 8pm)

    FREE ATTRACTIONS
    Singapore Stopover Holiday (Hotel+Transfers+Attractions)
    To enjoy free admission to inclusive attractions, you are required to present your Singapore Stopover identification card and the relevant voucher. Your identification card and free admission vouchers will be issued to you when you visit the SIA Stopover Counter for your arrival transfer. Transfers to the attractions are not included in the package price.  However, if you prefer inclusive transfers, it can be arranged at a surcharge.  Please contact our SIA Stopover Holiday representative at the hotel's tour desk or telephone WTS after your arrival in Singapore. The use of free attractions is only valid up to the date of departure stated on the Singapore Stopover Holiday voucher and is not transferable.

    Different conditions apply in Japan. Please contact your nearest SIA office.
    For Thai residents, please contact 66-2-6327168 or 66-2-3536000.

    Modified:08-January-2013

 
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