Passenger Rights and Regulations
United Kingdom
EC Regulation 261/2004 (“the Regulation“) continues to apply in the United Kingdom pursuant to the European Union (Withdrawal) Act 2018, as amended by the Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019. This Notice is issued in accordance with the Regulation establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delays of flights.
The following rights will apply to passengers travelling from an airport located in the United Kingdom. These rights do not apply to passengers who:
Denied Boarding
If we are unable to carry you due to insufficient capacity on our aircraft, we will first call for volunteers to surrender their seat in exchange for compensation or benefits as agreed with our staff. In addition, if you volunteer you will receive either a refund of the unused portion of your flight ticket, or an alternative flight, under comparable transport conditions to your final destination at the earliest opportunity or travel on a later Singapore Airlines flight at your convenience, subject to availability.
In the unlikely event you are denied boarding on an 'involuntary basis', you may be entitled to compensation in the following amounts:
In addition, you may choose between the following options:
1. A refund of the unused portion of your ticket and for the part of your journey already made if the flight no longer serves any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity; or
2. An alternative flight, under comparable transport conditions, to your final destination, at the earliest opportunity; or
3. Subject to availability, an alternative flight, under comparable transport conditions at a later date.
Unless stated otherwise, we will also provide you with meals and refreshments in reasonable relation to the waiting time, plus two telephone calls, telex or fax messages or emails. If an overnight stay is necessary whilst you await your alternative flight, we will offer you hotel accommodation and transport to and from the hotel. Where you choose option 3 above however, you will be responsible for any hotel accommodation, meals and other costs.
The above rights do not apply if we deny you boarding because we have reasonable grounds to do so, e.g. health, safety or security, or because you do not have adequate travel documentation.
Delay
If your flight is delayed in departure by more than 2 hours for flights of 1500km or less; 3 hours for flights between 1500 and 3500km; or 4 hours for flights in excess of 3500km, we will provide you with meals and refreshments in reasonable relation to the waiting time, plus two telephone calls, telex or fax messages or emails.
If your flight is delayed in departure by more than 5 hours you may cancel your booking and obtain a refund of the unused portion of your ticket and for the part or parts of your journey already made if the flight no longer serves any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.
If your flight is delayed until the next day, we will offer you hotel accommodation and transport to and from the hotel.
Where your flight is delayed on arrival by 3 hours or more you may also be entitled to compensation in the following amounts:
If you are delayed on arrival by more than 3 hours but less than 4 hours, your compensation will be reduced to £260. No compensation will be provided if the delay was caused by "extraordinary circumstances", as defined in the Regulation, which could not have been avoided even if all reasonable measures had been taken.
Cancellation
If your flight is cancelled, you may choose between the following options:
1. A refund of the unused portion of your ticket and for the part of your journey already made if the flight no longer serves any purpose in relation to your original travel plan together with, when relevant, a return flight to the first point of departure, at the earliest opportunity; or
2. An alternative flight, under comparable transport conditions, to your final destination, at the earliest opportunity; or
3. Subject to availability, an alternative flight, under comparable transport conditions at a later date.
Unless stated otherwise, we will also provide you with meals and refreshments in reasonable relation to the waiting time, plus two telephone calls, telex or fax messages or emails. If an overnight stay is necessary whilst you await your alternative flight, we will offer you hotel accommodation and transport to and from the hotel. Where you choose option 3 above, you will be responsible for any hotel accommodation, meals and other costs.
You may also be entitled to compensation in the following amounts:
We may also reduce the above compensation by 50% where we can provide you with an alternative flight such that the arrival time of your new flight does not exceed the scheduled arrival time of the original flight:
a. by 2 hours in respect of those flights of 1500km or less;
b. by 3 hours in respect of those flights between 1500 and 3500km; or
c. by 4 hours for all other flights.
No compensation will be provided if:
a. you were informed of the cancellation 14 days or more before the scheduled time of departure; or
b. you were informed of the cancellation between 7-13 days before the scheduled time of departure and offered an alternative flight which would have allowed you to depart no more than two hours before the original scheduled time of departure and to arrive at your final destination less than four hours after the original scheduled arrival time; or
c. you were informed of the cancellation less than 7 days before the scheduled time of departure and offered an alternative flight which would have allowed you to depart no more than one hour before the original scheduled time of departure and to reach your final destination less than two hours after the original scheduled arrival time; or
d. the cancellation was caused by 'extraordinary circumstances', as defined under the Regulation, which could not have been avoided even if all reasonable measures had been taken.
Persons with Reduced Mobility or Special Needs and Unaccompanied Children
During periods of operational disruption, priority will be given to these passengers. If you fall within this category, please make yourself known to a member of Singapore Airlines’ staff or our representatives and every effort will be made to offer you priority assistance.
National Designated Enforcement Body
Details for the applicable body are set out below:
Passenger Advice and Complaints Team
Civil Aviation Authority
Aviation House
Beehive Ringroad
Crawley
West Sussex
RH6 0YR
Main Switchboard: 0330 022 1500
Email: passenger.complaints@caa.co.uk
Contact Us
We will take steps to ensure compliance with the obligations set out in the Regulation. If you are a UK resident and need to contact us in relation to any flight disruption, please use the following details:
Email: UK_Feedback@singaporeair.com.sg
Website: https://www.singaporeair.com/feedback-form/
Residents in other countries should contact Singapore Airlines in your country of residence.