Frequently Asked Questions

Transcript

Frequently Asked Questions Combining Singapore Airlines (SQ) with Tigerair (TR) flights February 2017 Content 1. General Sales Information 3 2. Product – Baggage 4 3. Product – Meals 5 4. Product – Seats 7 5. Product – Check-in 9 6. Product – Others 10 7. Service Request 11 8. Mishandled baggage 12 9. Ground handling 13 10. Tigerair’s Contacts 2 14 SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 1. General Sales Information Questions Answers Tigerair (TR) 1.1 When I, as a SQ/MI passenger purchase a SQ/MI ticket with a TR segment in Economy class, what do I get on the TR flight? On top of TR basic Economy class product, you will get: • TR’s prepaid hot meal set • Blanket • Through check in between SQ/TR flights • Re-accommodation benefits in case of a disruption caused by TR • Free Baggage Allowance (FBA) as per normal interline principle 1.2 Can I, as a SQ/MI passenger travelling on TR segments expect the same level of treatment as travelling on SQ/MI flights? TR is a low cost carrier in the SIA Group. The value proposition and customer offerings for each airline in the SIA Group will not change. Each airline will continue to operate its business model, and the respective conditions of carriage will apply. However, as you purchase tickets through SQ/MI you will enjoy the items mentioned in FAQ 1.1. For other services, TR may require a separate arrangement and/or additional charge(s). 3 SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 2. Product – Baggage 2.1 Questions Answers Tigerair (TR) What is the free baggage allowance on TR flight? For a SQ passenger, the free baggage allowance for a SQ-TR itinerary follows normal interline principle under IATA resolution 302. Thus depending on the through check journey, the free baggage allowance for the entire through check itinerary may be: • • • 30kg when SQ is the Most Significant Carrier (MSC) for the through checked portion of the journey; e.g. FRA-SQ-SIN-TR-IPH 20kg when TR is the MSC for the through checked portion of the journey; 2 pieces at 23kg when journey involves a SQ SIN-USA flight 2.2 Am I allowed to prepurchase checked baggage? Pre-purchase of checked baggage on interline itinerary is not permitted. You would need to pay for excess baggage fee at the check-in counter. 2.3 Will my bag be priority tagged as a SQ PPS, First or Business class passenger travelling on TR flights? As per normal interline principle, there will not be premium passenger recognition for travel on TR flights or any other airline. 4 SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 3. Product – Meals Questions Answers Tigerair (TR) 3.1 I have special dietary requirement. Does TR cater an appropriate meal? TR caters Muslim and Vegetarian meals, with the exception of Ningbo-Singapore, where due to quarantine restrictions, halal meals will not be available. You will be offered the standard meals. See FAQ 3.7. 3.2 How do I request for Muslim or Vegetarian meals? You may call TR’s Singapore call center (+65 3157 6434) to request for the Muslim or Vegetarian meals. 3.3 I have other dietary requirements. What can I do to ensure that TR gets my required meals/drinks on board? Passengers are normally not allowed to bring outside food/drinks on board. However, you may bring your own food, with proof of your dietary requirements. 3.4 Can I, as a SQ/MI passenger pay to upgrade my meals to TR’s Premium Selection? Yes, as with other optional add-ons, you may contact TR Singapore call centre (+65 3157 643) to upgrade your meals to the Premium Selection. TR will charge you the price difference between the regular meal and the premium selection. 3.5 Can a travel agency or SQ/MI office submit a meal request on my behalf? No. You have to call TR’s Singapore call centre (+65 3157 6434). 5 SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 3. Product – Meals Questions Answers Tigerair (TR) 3.6 Do I, as a SQ/MI passenger, get free drinks on my TR flight? You are entitled to a drink that comes with the hot meal. Please refer to TR website for more details on the drinks provided. 3.7 As a SQ/MI passenger what meal choices will be given to me? For flights other than departing from Xi’an and Ningbo, you will be given 2 meal choices on board, typically the below options, subject to availability: 1. 2. Nasi Lemak with Sambal Chicken Soya Sauce Chicken with Rice For flights departing from Xi’an and Ningbo, you will be offered 2 meal options, typically a noodle or rice dish. 6 SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 4. Product - Seats Questions Answers Tigerair (TR) 4.1 What types of seats are available on TR’s economy class cabin? TR offers Standard, Upfront and Preferred seats in its Economy class cabin. 4.2 Can I, as a SQ/MI passenger, pay to upgrade myself to TR’s Preferred or Upfront seats? Yes. You may contact TR call centre (+65 3157 6434) to pre-purchase seat selection in advance. Alternatively, you may purchase the upgrade at check-in counter or onboard during the flight, subject to seat availability. Charges apply. 4.3 Can I, as a SQ/MI passenger, pay to get upgraded to TR’s business class seat? TR does not offer Business class seats. 4.4 Can a travel agent or SQ/MI office purchase seat upgrades on my behalf? No. There is currently no mechanism available for such an option. 7 SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 4. Product - Seats Questions Answers Tigerair (TR) 4.5 What are TR charges for seat upgrades at the airport and on board? Table of TR charges is correct as at 1 Jan 17, subject to change. Seat fees are the same for all sales channels. At counter and onboard, you can buy only Preferred seats. 4.6 Can I purchase seat upgrades on a TR flight at the check in counter if I am through checked from a SQ/MI flight to a TR flight? No. As you are through checked you can only purchase upgrades on board. 8 SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 5. Product – Check-in Questions Answers Tigerair (TR) 5.1 Can I, as SQ/MI passenger, check-in for my TR segments using TR’s website? No. This feature is currently not available and TR is exploring the feasibility of doing so. 5.2 Am I, as a SQ/MI passenger, allowed to perform internet through check-in on SQ website for a SQ-TR through check journey? Yes, when you enter SQ PNR, the SQ segment is the first segment of the through check itinerary. 5.3 Am I, as a SQ/MI passenger, allowed to perform internet through check on MI website for a MI-TR through check journey? No. TR sales onto SQ/MI flights is currently not in scope. 9 SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 6. Product – Others Questions Answers Tigerair (TR) 6.1 What is the Minimum Connection Time (MCT) at Singapore for connection to TR flights and vice versa? MCT between SQ and TR flights is 90 minutes, regardless of terminals. 6.2 Am I, as a SQ/MI passenger, connecting to TR flights entitled to Changi Dollar Voucher (CDV)? No, you are not entitled to CDV. 6.3 Am I, as a SQ/MI passenger, connecting to TR flights allowed to purchase a Singapore Stopover Holidy (SSH)? No, you are not allowed to purchase SSH. 6.4 Can I, as a KF member, accrue miles on a SQ/MI-TR itinerary sold on SQ/MI tickets? You will be able to accrue miles on SQ and MI operated flights as per current accrual structure. No accrual on TR operated flights sold as part of the cross sales product. This will be reviewed at a later stage. 6.5 Is there premium passenger recognition for me, as a SQ/MI passenger, travelling on TR flights? No. As per normal interline principle, there is no premium passenger recognition when passenger travels on a TR flight. 10 SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 7. Service Request Questions Answers Tigerair (TR) 7.1 Does TR provide wheelchair or Meet and Assist service and are such services chargeable for me, as a SQ/MI passenger? TR provides free wheelchair services (subject to availability) for SQ/MI passenger. You can make your wheelchair request through Singapore Airlines, your travel agency or you can call TR’s Singapore call centre (+65 3157 6434) to make the request. The request must be made 48 hours before scheduled time of departure. TR does not offer wheelchair services without reservation at the airport. TR also does not offer Meet and Assist/unaccompanied minor handling. 7.2 What is TR’s policy on Portable Oxygen Concentrators (POC)? TR accepts pre-approved POC that will fit into the limited space beneath the seat. 7.3 Can I retrieve my stroller in Singapore during transit, although I have throughchecked it from a TR flight to a SQ/MI flight? Through-checked strollers will be placed in the belly hold and will be transferred to SQ/MI flights at the baggage sorting area. Therefore you are not able to retrieve your stroller during transit. You may loan strollers at Changi Airport Information and Customer Service counters located across all terminals. 7.4 Can I retrieve my stroller in Singapore during transit, although I have throughchecked from SQ/MI flights to TR flights? If you would like to retrieve the stroller on the aerobridge, you would need to request for this service at check in, such that check in staff would tag the stroller with a “door side delivery” tag. This is practised for all other airlines as well. Note that TR does not accept strollers in the cabin. If you retrieves the stroller on the aerobridge and present it at TR’s aircraft door, TR will place the stroller in the belly hold. 11 SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 8. Mishandled baggage 8.1 12 Questions Answers Tigerair (TR) What is the agreement between SQ/MI and TR on mishandled baggage? The last operating carrier will be responsible for delivering the mishandled baggage to the affected guest and manage any associated claims. This is agreed amongst SQ/MI/TR Ground Services team. SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 9. Ground handling Questions Answers Tigerair (TR) 9.1 In case of a TR flight delay or disruption, who is responsible for rebooking me for my onward SQ/MI sectors? TR will do the necessary to get you to Singapore. At the same time, TR will inform the colleagues in Singapore to rebook you for your onward SQ/MI segments. 9.2 When there is a delay of an SQ flight with high volume of passengers connecting to a TR flight, is there an arrangement for the TR flight to "wait" for a duration that is within acceptable operational limits, so as to reduce the number of misconnecting passengers? Yes. There is arrangement between SQ and TR Ground Service Department in Singapore to ensure reduction of mis-connecting passengers within acceptable operational limits. 13 SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir 10. Tigerair’s Contacts 10.1 14 Questions Answers Tigerair (TR) How can I contact TR? You can contact TR call center by calling their Singapore call center at +65 3157 6434 or refer to TR’s website http://www.tigerair.com/sg/en/contact_us.php for information. SQ = Singapore Airlines / TR = Tigerair / MI = SilkAir