Updated: 27th April
Singapore Airlines, along with Silkair, has updated their travel policy to allow full cash refund for tickets booked on or before 15th March 2020; for travel up to 30 June 2020.
However, to encourage passenger to opt for a flight credit over a cash refund, the airlines will also be offering bonus flight credit worth up to SGD $500.
As the COVID-19 outbreak has forced Singapore Airlines to cut their flight scheduled by up to 97%, the airlines will be extending the validity of Krisflyer status, status rewards and miles.
Flight Credits
Passenger can retain the full value of the unused portion of their ticket as flight credits. The flight credits can be used to book new travel schedules, up to 30th June 2021, no-show and re-booking fees will also be waived.
In addition passenger will also receive the following bonus flight credits, based on the original cabin class:
| Cabin Class | Bonus Flight Credit |
| Economy | SGD $75 |
| Premium Economy | SGD $100 |
| Business Class | SGD $200 |
| First/Suite | SGD $500 |
If the ticket contains a combination of cabin classes, the bonus flight credit will be based on the higher cabin class.
Passengers holding partially flown tickets will only have the remaining value of their tickets retained as flight credits. They will not be eligible for any bonus flight credits.
It should be noted that passengers will still be subject to any fare difference when they re-book a new ticket.
Cash Refund
If passenger do not wish to receive bonus flight credits, and keep the value of their ticket, they may choose for a cash refund for the unused portion of the ticket. All cancellation and no-show fees will be waived.
Refunds on Miles Redemption Ticket
For miles redemption or mixed miles and cash flight tickets, all miles and cash payments will be refunded. No cancellation fee will be payable, including fees payable for redepositing Krisflyer miles. Miles redeposited will be extended until 30th June 2021.
However, should passengers make a request for a refund for their redemption ticket before 9th April (the date when the latest travel policy was updated) expired miles will be forfeited. Any redeposit fee paid will not be refunded.
Where to Request For Refunds or Flight Credits
If a passenger booked directly with Singapore Airlines, they may submit a request here.
Passengers who have booked their tickets with a travel agent, should contact their agent directly. Travel agents will be able to help customers get a full refund and flight credits, as well as utilise their flight credits to book a new itinerary. Any re-booking fees will be waived.
Passengers should expect long processing times for refunds, as the airlines will be prioritising the processing based on the earliest scheduled departure dates; starting from departures in March 2020, followed by April 2020.
Krisflyer Miles Expiry Extension
For Krisflyer miles expiring between April 2020 and August 2020, Singapore Airlines will be extending the validity for six months. These miles will expire between October 2020 and February 2021 instead.
| Current KrisFlyer miles expiry month: | Extension of miles will take place in: | Extended KrisFlyer miles expiry month: |
|---|---|---|
| April 2020 | End April | October 2020 |
| May 2020 | End May | November 2020 |
| June 2020 | End June | December 2020 |
| July 2020 | End July | January 2021 |
| August 2020 | End August | February 2021 |
When your miles expire at the end of the month, members will see two transactions in their account statement:
- First Transaction: “Service debit for 6 months mileage extension” – expiring miles debited from the account
- Second transaction: “Service credit for 6 months mileage extension” – same amount of expiring miles credited back into your account
Krisflyer Elite Status Extension
All KrisFlyer Elite Silver and Elite Gold membership expiring between March 2020 and the end of February 2021 will be renewed for another year.
Upon renewal, Elite miles will be reset to zero; to indicate the start of the new membership cycle.
Krisflyer Elite Gold Rewards Extension
All KrisFlyer Elite Gold members reaching the following Elite miles will receive the respective Elite Gold Rewards:
These Elite Gold Rewards are valid for 12 months from the date of issue. With the latest update, all Elite Gold Rewards that are expiring between July 2020 and December 2020 will have their validity extended to 31st March 2021.
Krisflyer PSS Rewards Extension
All PPS members reaching the following PPS Value will receive the respective PPS Rewards:
These PPS Rewards are valid for 12 months from the date of issue. With the latest update, all Elite Gold Rewards that are expiring between July 2020 and December 2020 will have their validity extended to 31st March 2021.
I booked a flight to Australia. Flew out on 14th march. My return flight was cancelled and as booked with travel agent Singapore wouldnt help us and travel agent said they couldn’t. We booked a repatreation flight at a cost of £800 per person
Insurance said we are not covered. Singapore are sorting out unused return flight refund. Who should help with the cost of the repatreation flight
Hi!
Here are additional considerations if anyone in a dilemma whether to refund or take a credit..
I too have a return trip to Australia July 2-18. My ticket is applicable for refund/credit. I will definitely go to Australia next year. So will highly like fly SQ. Dilemma is to whether get a refund or credit. My ticket is a promo business class ticket – credit will give me additional USD200.
Spoke to an agent earlier. She recommended a refund due to:
1. Being a promo ticket, unlikely upon redeeming the credit I’ll be able to rebook similar promo ticket. They usually will have to up sell me to a higher ticket category.
2. Redeeming a credit, I can only do so by calling their call center. Booking via the phone there is a USD50 service fee. Thus, the ticket will cost more than online booking.
Therefore, she recommended to get a full refund.
It should be pointed out that saying that “passenger can retain the _full value_ of the unused portion of their ticket as flight credits” is at least misleading (or more precisely a blatant lie). In reality passengers can retain only PARTIAL value. The value of the flight credits depend on future fares which are fully controlled by Singapore Airlines. They have already stared jacking up prices and as a result devalued the flight credits. With a press of a button they can make the credits completely worthless.
Do you know if there’s any advantage to choosing flight credits over a refund for a partially used ticket? (I had a roundtrip ticket, flew one-way, and the return was cancelled by Singapore Air) Also, do you know how the ticket value for the cancelled return flight will be calculated (the original ticket receipt had just one roundtrip fare, not broken down by flight segment)? Thanks for your advice!
Dear Bob,
Suppose that your ticket is issued on or before 15th March, here is the info for partially used tickets:
“If your ticket has been partially used (i.e. you’ve already flown part of your itinerary), you will receive flight credits for the unused portion of your ticket, but you will not be eligible for any bonus credits. You can also opt for a refund via your original mode of payment.”
It makes more sense for me to receive cash refund instead of flight credits as there will not be any bonus credit.
On your second question, only SQ will be able to calculate the value for the cancelled flight – to set your expectation right, it probably wouldn’t be = roundtrip fare/2.
How do I go about rebooking our cancelled flights using flight credits or do I have to wait for travel agent to get back to us regarding this. As we qualify for flight credits as partial return seeming as we booked in November 2019 for travel on 9th March 2020 only to have our return flight 09 April 2020 cancelled by Singapore Airlines.
If your ticket is booked by a travel agent, pls go back to consult with them.
Singapore Airlines updated their travel waver to be for flights leaving by 30 June 2020. However, if I check my flight status for my 6/17 flight, it still shows “confirmed”. Can I submit my refund request now, or should I wait for my flight status to show “cancelled”?
Yes u can, provided that your ticket was issued on or before 15th March 2020
Thank you. I bought 3 tickets in October. The airline still hasn’t updated the flight status or emailed me. Isn’t Singapore Airlines emailing everyone with a canceled flight? How long does it usually take them to email, and how long does it usually take them to update the flight status?
SQ flight cancellAtion should auto trigger auto email message, depending on when is the flight cancelled. Based on the experience That me and my friends had, some flight cancellation can happen the day before the flight. Nevertheless, you should be well covered by SQ COVID 19 policy, which I think it’s pretty generous (as Long as you meet their requirement, which likely to be extended if covid-19 persist). But refund email may take some time-there are experiencing high volume.
They* apologies for the typo and unnecessary caps. Replying to your comment on the go on my phone
I booked my ticket in late February, 2020. My return flight for March 24th was canceled by Singapore airlines. I have submitted a refund request as I returned to the US on a repatriation flight. For which dates are you currently issuing refunds? When can I expect refund for March 24th flight that was cancelled by the Airlines?
Pls contact Singapore Airlines as we cannot comment on any specific case.
Do you have to decide now or is there a time limit to ask for a credit etc.We have rescheduled to fly in September but that might not be possible due to Government restrictions.
Dear David, your ticket has to meet all these three conditions to be eligible for flight credit:
a.Issued on or before 15 March 2020;
b.For original travel commencing on or between 24 January 2020 and 31 May 2020; and
c.Booked for travel on SIA, SilkAir or our codeshare partner airlines flights (referred to as “Eligible Ticket”).
Although you are not eligible for flight credits, I do foresee that this policy will be extended to later dates if COVID-19 situation persists.
Adray, thx. a SQ rep in member services showed me how to get miles refunded via online, although will take 3-4 wks to the refunded mile to the acct
Hello,
So can I retain the value as flight credit if I booked a suite with miles, or will they automatically refund the miles even if I select that option? Or should I just opt for a refund of miles?
Thanks
Redemption ticket is not eligible for flight credit. Miles will be reimbursed at no fee.
hi, if my SQ redeemed miles for a flight on UA in May (next mo) already expired, will SQ redeposit the miles back to my acct until 6/30/21? if not, any advice / input? Thx
In the latest travel policy, Sq did not specify any difference between partner and Sq redemption tickets. Based on this, you should be able to receive miles refund and extension – provided your ticketing and travel dates meet the requirement