Mission Statement

The Equal Access Plan allows customers to understand, through information and communication, the service measures currently provided by Singapore Airlines.

The Equal Access plan:

• Details the current Singapore Airlines service measures on special assistance.
• Explores options for Equal Access improvements.
• Incorporates stakeholder feedback through consultation.
• Is a compliant industry initiative.
• It is compliant with Australian aviation legislation and regulations.
• Is applicable to Singapore Airlines flights departing to and from the United States of America comply with the Department of Transport Part 382 on the provision of equal access services. 
• Is compliant with European Union legislation for flights departing to and from a European airport, to which Singapore Airlines operates.

Customers can access further information via the Singapore Airlines website. Customers requiring information via the telephone may contact Singapore Airlines by calling 02 7209 4388 within Australia.

Customers are recommended to contact Singapore Airlines in advance of their date of travel to request any special assistance. This will assist Singapore airlines provide available service measures to meet customer needs. Additional information is available from check in service representatives on the day of customer travel at the airport. Singapore Airlines may be able to accommodate late requests and changes, subject to availability and the requirement requested. 

Training is provided to all Singapore Airlines staff members and service representatives. Equal access and special assistance training is multi focal and allows staff members to interact with examples and review their knowledge and skills. This is updated and reviewed regularly. Singapore Airlines understands that staff training is critical to sensitive, effective and consistent service. Liaison is conducted with service representative training coordinators to ensure equal access and its facilitation is maintained. Training is provided to staff directly to check in and gate agents, information desk agents, lost and found agents, cabin crew, office town staff, contact centre staff and other Singapore Airlines subsidiary crew and staff. Relationships are maintained with local airports, security service providers, customs, police, border control and immigration and airport retailers locally and abroad.

The training programs currently in use include:

• Singapore Airlines Company policies and procedures manual (incorporating Equal Access measures). This include details on the correct handling of persons and various aids.
• E-learning courses on serving passengers with reduced mobility for Airport and Customer Relations staff.
• Safety and security procedures training in accordance with staff training plans. 
• Training at the Singapore Airlines Training College for cabin crew and via e-learning for other staff. 

SIA training programs:

• Provide case examples and self-assessment and allows for regular review.
• Provides visual and written material on Equal Access. 
• Allows discussions in workshops to take place.
• Promotes innovation and equal access cultural acceptance.
• Allows review of staff member role and processes in order to better cater for all customers.

Singapore Airlines staff and representatives enhance their awareness of equal access, some detailed below:

• Staff are made of aware of reading body language, especially to make a customer feel more secure. Our staff will find the time, use proper communication and be patient with customers and their needs. 
• Staff are aware to face customers when speaking, understand direction of voice.
• Staff are aware to address passengers by their name.
• Staff are aware to face the customer, so lip reading for example can occur.
• Tone of voice is encouraged to be situated at a lower tone and use of body language and sign language where known by staff.
• For those customers who are confused, staff will use active phrases, be specific and keep questions direct.
• Customers in all situations will be asked whether they would like help and in which form.

Service representatives have training programs in place consistent across Australia, which are legislatively complaint and focus on equal access and special assistance for customers.

Singapore Airlines is committed to reviewing its current practices and providing training to staff to ensure equal access and its facilitation is best maintained.

The Singapore Airlines website provides useful information to customers on special assistance, flight departure and arrival information, customer feedback and contact information. Please visit the Singapore Airlines website for more information. Singapore Airlines is committed to meet the continual needs and accessibility of all customers.

Looking ahead;

• Singapore Airlines seeks to assess the impact of policies and procedures on customer travels.
• Involve stakeholders in formulation or updates of the Singapore Airlines Australia Equal Access Plan.
• Look at alternative approaches to equal access where possible. 
• Wherever appropriate and practicable, review existing policies on a regular basis and during decision-making. 
• Continue to review our service measures within our individual operations and capacities. 

To facilitate and review processes, Singapore Airlines Australia has established equal access facilitation audits with the aim of identifying positives, areas for improvement and facilitating greater access for customers.

These are used internally for special assistance improvements.

Passengers travelling on Singapore Airlines are encouraged to provide feedback. Customers in Australia may contact Singapore Airline Customer Contact Centre on 02 7209 4388 and provide feedback via the telephone. There is a system to monitor and respond to feedback appropriately within a timely manner. We thank you for your feedback.

Feedback may also be communicated by the following means:

• On board any Singapore Airlines flight. 
• Via the Singapore Airlines website.
• On the Singapore Airlines’ app from the Apple App Store and Google Play Store.
• At an airport Singapore Airlines operates.
• Directly to a Singapore Airlines staff member.