This Customer Service Plan has been introduced pursuant to the US Department of Transportation Final Rule on Enhancing Airline Passenger Protections II, and is applicable only for flights to or from the USA.
For bookings made through Singapore Airlines’ website, ticket counters or phone reservation line, we will offer the lowest fare available through that booking channel, which the passenger is eligible for, based on the specified travel dates, flights and class of travel. We will advise you if a lower fare may be available via our website, or elsewhere.
Singapore Airlines shall deliver baggage on time, make every reasonable attempt to return mishandled baggage within 15 hours for international flights with a non-stop flight segment to/from the United States that is 12 hours or less in duration, and within 30 hours for international flights with a non-stop flight segment to/from the United States that is more than 12 hours in duration, compensate passengers for reasonable expenses associated with delayed delivery as required by applicable international treaties for international flights, and refund any baggage fee the passenger paid if the bag is significantly delayed or lost.
Singapore Airlines will provide prompt refunds where ticket refunds are due – i.e. within seven business days for credit card purchases and within 20 business days for purchases made by cash or check - including refunds for fees charged to a passenger for optional services, including checked bags, that the passenger was unable to use due to a flight cancellation, oversales situation or where the optional service was otherwise unavailable. Singapore Airlines will provide the refund in the original form of payment unless the passenger agrees to a different form of cash equivalent payment. Singapore Airlines will not retain a processing fee for issuing refunds.
Singapore Airlines will disclose that passengers are entitled to a refund when offering alternative transportation, travel credits, vouchers, or other compensation in lieu of a refund. Regardless of whether the passenger is entitled to a refund, Singapore Airlines will disclose any material restrictions, conditions, or limitations on any travel credits, vouchers, or other compensation offered to passengers.
Singapore Airlines shall accommodate customers with disabilities as required by 14 CFR Part 382 and other special needs customers, including during lengthy tarmac delays. This will include:
Provision of wheelchair assistance for transportation to, from, and between gates;
Boarding assistance;
Assistance with visual, auditory, cognitive, or mobility impairments while in the airport and on the plane; and
Accommodation for certain medical requirements such as medical portable electronic devices.
Furthermore, Singapore Airlines will refund customers with disabilities, and individuals in the same reservation as such
customers who do not want to continue travel without the customer with a disability, in the event that:
The customer with a disability is downgraded to a lower class of service that results on one or more accessibility features needed by the customer becoming unavailable;
The customer with a disability is scheduled to travel through one or more connecting airports that are different from their original itinerary; or
The customer with a disability is scheduled to travel on a substitute aircraft on which one or more of the accessibility features available on the original aircraft needed by the individual are unavailable.
Singapore Airlines shall meet the needs of customers during lengthy tarmac delays, as provided in Singapore Airlines’ Tarmac Delay Contingency Plan.
Singapore Airlines will inform you, upon your request, if the flight on which you are ticketed is overbooked. We also will provide information at all US airports about our policies and procedures for handling situations when all ticketed customers cannot be accommodated on a flight, and will handle passengers denied boarding with fairness and consistency in accordance with our policies and procedures for determining boarding priority.
Singapore Airlines’ refund policies as required by 14 CFR Part 260, cancellation policies, frequent flyer rules, aircraft seating configuration and lavatory availability are available on our website and, upon request, from our telephone reservation system.
Singapore Airlines shall notify consumers in a timely manner of changes to their travel itineraries.
Singapore Airlines shall ensure responsiveness to consumer complaints. We shall acknowledge a complaint within 30 days and provide a substantive response within 60 days of receiving it.
In the event that Singapore Airlines cancels, diverts or delays a flight, Singapore Airlines will, to the best of our ability, provide meals, accommodation, assistance in rebooking and transportation to the accommodation to mitigate inconveniences experienced by passengers resulting from such flight cancellations, delays and misconnections. Singapore Airlines will not be liable to carry out these mitigating efforts in cases where the flight cancellations, delays and misconnections arise due to factors beyond the airline’s control, for example, acts of God, acts of war, terrorism etc., but will do so on a best effort basis.
Singapore Airlines will notify consumers through our web site, telephone reservation system, and our boarding gates at US airports, within 30 minutes of us learning of a delay, cancellation or diversion.
Singapore Airlines will allow consumers to cancel a reservation made using the Singapore Airlines web site without penalty for 24 hours after the reservation is made, as long as that reservation is made one week or more prior to a flight’s scheduled departure. Consumers will need to call our contact centre to cancel such online bookings.
Singapore Airlines will allow consumers to hold without payment a reservation made at a Singapore Airlines reservation office for 24 hours after the reservation is made, as long as that reservation is made one week or more prior to a flight’s scheduled departure.
Singapore Airlines will disclose critical ancillary service fees to consumers on its website; when a customer contacts its reservation center to inquire about a fare; or makes a reservation in person or by telephone. Singapore Airlines will disclose policies for critical ancillary service fees on its website.