Frequently Asked Questions

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Shannon Underwood
6 years ago
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1 Frequently Asked Combining Singapore Airlines (SQ) with Tigerair (TR) flights February 2017

Product Check-in 9 6. Product Others 10 7.

2 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 Service Request Mishandled baggage Ground handling Tigerair s Contacts 14 2

3 1. General Sales Information 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? 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? 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 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

4 2. Product Baggage 2.1 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? 2.3 Will my bag be priority tagged as a SQ PPS, First or Business class passenger travelling on TR flights? 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. As per normal interline principle, there will not be premium passenger recognition for travel on TR flights or any other airline. 4

5 3. Product Meals 3.1 I have special dietary requirement. Does TR cater an appropriate meal? 3.2 How do I request for Muslim or Vegetarian meals? 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. You may call TR s Singapore call center ( ) 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? 3.4 Can I, as a SQ/MI passenger pay to upgrade my meals to TR s Premium Selection? 3.5 Can a travel agency or SQ/MI office submit a meal request on my behalf? 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. Yes, as with other optional add-ons, you may contact TR Singapore call centre ( ) to upgrade your meals to the Premium Selection. TR will charge you the price difference between the regular meal and the premium selection. No. You have to call TR s Singapore call centre ( ). 5

6 3. Product Meals 3.6 Do I, as a SQ/MI passenger, get free drinks on my TR flight? 3.7 As a SQ/MI passenger what meal choices will be given to me? You are entitled to a drink that comes with the hot meal. Please refer to TR website for more details on the drinks provided. 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. Nasi Lemak with Sambal Chicken 2. 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

7 4. Product - Seats 4.1 What types of seats are available on TR s economy class cabin? 4.2 Can I, as a SQ/MI passenger, pay to upgrade myself to TR s Preferred or Upfront seats? TR offers Standard, Upfront and Preferred seats in its Economy class cabin. Yes. You may contact TR call centre ( ) 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? 4.4 Can a travel agent or SQ/MI office purchase seat upgrades on my behalf? TR does not offer Business class seats. No. There is currently no mechanism available for such an option. 7

8 4. Product - Seats 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

9 5. Product Check-in 5.1 Can I, as SQ/MI passenger, check-in for my TR segments using TR s website? 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? 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. This feature is currently not available and TR is exploring the feasibility of doing so. Yes, when you enter SQ PNR, the SQ segment is the first segment of the through check itinerary. No. TR sales onto SQ/MI flights is currently not in scope. 9

10 6. Product Others 6.1 What is the Minimum Connection Time (MCT) at Singapore for connection to TR flights and vice versa? 6.2 Am I, as a SQ/MI passenger, connecting to TR flights entitled to Changi Dollar Voucher (CDV)? 6.3 Am I, as a SQ/MI passenger, connecting to TR flights allowed to purchase a Singapore Stopover Holidy (SSH)? 6.4 Can I, as a KF member, accrue miles on a SQ/MI-TR itinerary sold on SQ/MI tickets? 6.5 Is there premium passenger recognition for me, as a SQ/MI passenger, travelling on TR flights? MCT between SQ and TR flights is 90 minutes, regardless of terminals. No, you are not entitled to CDV. No, you are not allowed to purchase SSH. 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. No. As per normal interline principle, there is no premium passenger recognition when passenger travels on a TR flight. 10

11 7. Service Request 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 ( ) 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)? 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? TR accepts pre-approved POC that will fit into the limited space beneath the seat. 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

12 8. Mishandled baggage 8.1 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. 12

13 9. Ground handling 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

14 10. Tigerair s Contacts 10.1 How can I contact TR? You can contact TR call center by calling their Singapore call center at or refer to TR s website for information. 14

AC Bid Upgrade. Terms and Conditions

AC Bid Upgrade. Terms and Conditions AC Bid Upgrade Terms and Conditions 1. The following terms and conditions ("Terms and Conditions") shall apply to a bid ( Offer ) made by you ( you ) to Air Canada ( Airline ) for an opportunity to upgrade