Singapore Airlines has updated its refund policy and extended the duration of its flight credits for use up to December 31, 2021 for those who bought tickets on or before March 15, 2020 for travel up to July 31, 2020.
The airline said those who purchased an SIA or SilkAir ticket on or before March 15, 2020, for travel up to July 31, 2020 are eligible for a refund. Cancellation fees and no-show fees will be waived.
“Customers who used miles to redeem their flight tickets will have both their miles and taxes refunded. Those who purchased their tickets using a combination of miles and cash will receive a refund as well. They will not be eligible for any flight credits,” says the airline.
The carrier says it is prioritising the processing of refunds based on the earliest scheduled departure dates “for example, departures scheduled for April 2020 will be processed first, followed by departures in May 2020”.
Extension of flight credits to December 31, 2021
Customers who bought an SIA or SilkAir ticket on or before March 15, 2020 for travel up to 31 July 2020, can retain the full value of the unused portion of their tickets as flight credits. This means passengers who have a partially flown tickets can also convert the unused portion to flight credits.
These can be used to book new travel up until December 21, 2021. The carrier said it will waive no-show and rebooking fees.
Bonus flight credits
SIA is also awarding bonus flight credits to its customers who choose to retain their tickets as flight credits.
“This is our way of thanking them [customers] for their support during this challenging period,” said the carrier.
Singapore’s national carrier said only its customers holding adult fare tickets are eligible for bonus flight credits. This means infant or child tickets as well as customers holding partially flown tickets are not eligible for bonus flight credits.
If the customer’s eligible ticket contains a combination of cabin classes, the bonus flight credits will be based on the higher cabin class, said the carrier.
Passengers will receive the following bonus flight credits when making a new booking, according to SIA:
Economy Class: USD50
Premium Economy Class: USD70
Business Class: USD140
Suites / First Class : USD350
SIA has published a list of bonus flight credits in different currencies for the different cabin classes here.
The carrier said customers who booked directly with the airline should use the online Covid-19 assistance request form to cancel their existing booking, request for a refund, or retain the unused value of their tickets as flight credits.
It also said customers who booked through travel agencies should contact their agents for assistance to either retain the value of their tickets in the form of flight credits or to request a refund.