SINGAPORE STOPOVER HOLIDAY PACKAGES / TRANSIT STAY

Transcription

1 SINGAPORE STOPOVER HOLIDAY BROCHURE FY18/19 Travel Agent GDS Booking Guide The Singapore Stopover Holiday (SSH) brochure is only applicable to Singapore Airlines (SQ) and SilkAir (MI) passengers who fulfilled the mentioned sale conditions. (Refer to Section C). This quick guide is designed to provide you with all information and contacts you will need to book the Singapore Stopover Holiday packages, Transit Stays, Free Singapore Tour (FST) and the Singapore Explorer Pass (SGEP). Please use the correct package tour and hotel booking codes during your booking. SECTION A: TOUR AND BOOKING CODES (I) TOUR CODES SINGAPORE STOPOVER HOLIDAY PACKAGES / SIT STAY Basic Singapore Stopover Holiday Room + SIA Hop-on Bus Singapore Stopover Holiday (ROTW) Room + SIA Hop-on Bus + Deals Singapore Stopover Holiday (Emerging Markets) Room + SIA Hop-on Bus + Deals (For sale in Brunei, Cambodia, China, India, Indonesia, Laos, Myanmar, Philippines, Thailand, & Vietnam only.) Transit Lounge For transit passengers with more than 3 hours of transit at Changi Airport. TOUR CODES BSSH SSH SSE Ambassador Transit Lounge (T2/T3), Plaza Premium Lounge (T1), SATS Premier Lounge (T1/T2/T3) Transit Hotel For transit passengers with more than 3 hours of transit at Changi Airport, who had not purchased any stopover or transit package. HCAG Aerotel Transit Hotel (T1), Ambassador Transit Hotel (T2/T3) Transit Hotel For transit passengers with more than 3 hours of transit at Changi Airport, who had previously purchased a stopover or transit package in the same travel itinerary. Aerotel Transit Hotel (T1), Ambassador Transit Hotel (T2/T3) Day Use Hotel Day use package 0700 to 2100 hours * * duration differs for certain hotels Free Singapore Tour For transit passengers with at least 5.5 hours of transit. FST SINGAPORE EXPLORER PASS 1-Day Pass 2-Day Pass 3-Day Pass TOUR CODES SGEP1 SGEP2 SGEP3 FREE SINGAPORE TOUR TOUR DEPART TOUR CODES Heritage Tour + Chinatown 0900 hours XS hours XS hours XS hours XS1157

2 1600 hours XS1158 City Lights + City Gallery 1800 hours XS hours XS1160 (II) HOTEL BOOKING CODES NO. HOTEL STAR- RATING BOOKING CODE SINGAPORE STOPOVER HOLIDAY Category A (5 Hotels) 1 Days Hotel Singapore At Zhongshan Park # 3.5 XS Hotel Royal ^ 3 XS Hotel Queens ^ 3 XS Hotel Mi # 3 XS V Hotel Lavender * 3 XS1323 Category B (5 Hotels) 1 Aqueen Hotel Paya Lebar # 3 XS Orchard # 3.5 XS Hotel Grand Pacific * 3 XS Link Hotel # 3 XS The Sultan # 3.5 XS1345 Category C (4 Hotels) 1 Furama RiverFront ^ 4 XS Hotel Grand Central # 4 XS Hotel Miramar Singapore * 3.5 XS Peninsula Excelsior ^ 3 XS1308 Category D (4 Hotels) 1 Destination Singapore Beach Road * 3.5 XS Furama City Centre Singapore ^ 4 XS PARKROYAL on Kitchener Road ^ 4 XS YOTEL Singapore # 4 XS1425 Category E (3 Hotels) 1 3O Bencoolen * 4 XS Dorsett Singapore # 4 XS Park Hotel Farrer Park # 4 XS1415 Category F (3 Hotels) 1 Concorde Hotel Singapore ^ 4 XS M Social # 4 XS York Hotel Singapore ^ 4 XS1416 Category G (3 Hotels)

3 1 Carlton Hotel ^ 4 XS Grand Copthorne Waterfront Hotel # 4 XS Park Hotel Clarke Quay # 4 XS1421 Category H (3 Hotels) 1 Carlton City Hotel Singapore ^ 4 XS Hotel Jen Tanglin # 4 XS Orchard Hotel # 4 XS1423 Category I (3 Hotels) 1 Mandarin Orchard Singapore ^ 5 XS Marina Mandarin Singapore ^ 5 XS Swissotel The Stamford ^ 5 XS1514 Category J (3 Hotels) 1 Conrad Centennial Singapore * 5 XS Pan Pacific Singapore ^ 5 XS Naumi Hotel # 5 XS1612 Category K (3 Hotels) 1 JW Marriott Singapore South Beach # 5 XS Shangri-La Hotel, Singapore # 5 XS The Ritz-Carlton, Millenia Singapore ^ 5 XS1602 Room Capacity: # Maximum 2 persons in a room * Maximum 3 persons in a room ^ Maximum 2 adults 2 children in a room (no bed for 2 nd child) Only one extra bed is allowed in a room at maximum. Baby cot is subject to space availability. For The Sultan, YOTEL Singapore and Naumi Hotel, only double beds are available.

4 (III) SIT LOUNGE / SIT HOTEL / DAY USE HOTEL BOOKING CODES NO. HOTEL STAR- RATING BOOKING CODE SIT LOUNGE 1 Plaza Premium Lounge (Terminal 1) - XS Ambassador Transit Lounge (Terminal 2) - XS Ambassador Transit Lounge (Terminal 3) - XS SATS Premier Lounge (Terminal 1) - XS SATS Premier Lounge (Terminal 2) - XS SATS Premier Lounge (Terminal 3) - XS1198 SIT HOTEL 1 Aerotel Transit Hotel (Terminal 1) 3 XS Ambassador Transit Hotel (Terminal 2) 3 XS Ambassador Transit Hotel (Terminal 3) 3 XS1203 DAY USE HOTEL (0700 to 2100 hours **) 1 30 Bencoolen * 4 XS Aqueen Hotel Paya Lebar # 3 XS Hotel Boss # 3 XS Carlton Hotel ^ 4 XS Capri by Fraser, Changi City ^ 4 XS Concorde Hotel Singapore ^ 4 XS Destination Singapore Beach Road * 3.5 XS Dorsett Singapore # 4 XS Four Points by Sheraton Singapore, Riverview * 4 XS Furama City Center Singapore ^ 4 XS Furama RiverFront ^ 4 XS Grand Mercure Roxy ^ 4 XS Hotel Grand Pacific * 3 XS Hotel Jen Tanglin # 4 XS Hotel Mi # 3 XS Hotel Royal ^ 3 XS Mandarin Orchard ^ 5 XS Park Avenue Changi * 4 XS Park Hotel Farrer Park # 4 XS V Hotel Lavender * 3 XS Village Hotel Changi ^ 4 XS Village Hotel Katong ^ 4 XS York Hotel Singapore ^ 4 XS1416 Room Capacity: # Maximum 2 persons in a room

5 * Maximum 3 persons in a room ^ Maximum 2 adults 2 children in a room (no bed for 2 nd child) Only one extra bed is allowed in a room at maximum. Baby cot is subject to space availability. ** Day Use: All hotels offer day use from 0700 to 2100 hours except: - Village Hotel Changi and Village Hotel Katong (0900 to 2100 hours)

6 SECTION B: BOOKING INFORMATION (I) HOW TO BOOK STEP 1 STEP 2 STEP 3 STEP 4 STEP 5 STEP 6 Select the relevant booking codes from the list in Section A. Important: For the booking of the various SSH packages, please use Hotel Booking Codes, e.g. XS1201 instead of hotel name. To check on room availability, please use the following agent website:- URL: In your GDS system, book the selected product into your passenger s PNR using the applicable GDS entry. (Please refer to the GDS booking entries in Section D). Note: 1. It takes 1 to 2 minutes to update the PNR in the SSH system, please wait and do not make duplicate entries. Alternatively, you may use the agent s website to check the booking status. Duplicate bookings may result in no show and the agent will be charged with no show fee. 2. If the response from your system for the hotel is UC, please look for the rejection message in the PNR OSI remarks and rebook. The original hotel segment in the PNR must be cancelled before you create another request for an alternative hotel. Upon hotel confirmation (shown as HK ) in the PNR, please toggle to the agent website to check the booking status again and obtain the booking confirmation number. To retrieve the booking for the various SSH packages, please insert PNR and family name. Calculate the total price and have the Electronic Miscellaneous Document (EMD) issued. Hotel name, check-in/ check-out dates, SGEP or FST details, SSH confirmation number and prepaid items / special requests (if any) must be shown on the EMD. EMD issuance 1. Please approach your GDS helpdesk to check on the applicable entries for EMD issuance. 2. Please issue ONE EMD for each hotel stay. 3. The date for the associated SVC segment MUST follow the check-in date of the HTL segment as illustrated below: 4. For passengers travelling on NZ-codeshare flights (i.e. ticketed on 086), EMDs for SSH bookings must be issued as HTL SQ HK1 SIN 01NOV-OUT03NOVSSH / SGLB / 1402 / BREAKFAST 3. SVC SQ HI1 SIN 01NOV-B / 0BO / HOTEL ACCOMMODATION/NM-1JONES / ADAMMR / C1 / / USD Your clients MUST carry the EMD and present it to the representative at the Singapore Airlines Holidays counters located at Singapore Changi Airport Terminal 2 and 3 and at your hotel upon check-in. NOTE: Passengers arriving without the valid EMD will be asked to pay the hotel based on published rate and they can approach their agent for refund of the unused EMD. To avoid mishandling and inconvenience to passengers, please ensure that the check-in document is issued and the EMD numbers are inserted in passenger PNR. (II) HOW TO AMEND 1. To amend a confirmed booking, please cancel the original tour segment through GDS and rebook. GDS System Amadeus Cancel Command XEn (n refers to segment number, e.g. XE2) All other GDS systems Xn (n refers to segment number, e.g. X2)

7 2. Please double-check the amendment status through the agent website before EMD issuance. (III) HOW TO CANCEL 1. Agents are required to cancel any unwanted SSH booking segment at least 2 working days prior hotel check-in to avoid no-show penalties and room wastage. To cancel, please Tradewinds via tradewinds_ssh@singaporeair.com.sg for assistance instead of cancelling through GDS. This is to avoid synchronization issues. 2. Once Tradewinds has cancelled the booking, the record will be removed from the agent s website. Please check the cancellation status through the agent website SECTION C: BOOKING NOTES 1. Booking Timeline All bookings must be made at least 3 working days prior to the hotel check-in date or tour date (for Free Singapore Tour). 2. Agent Website Please toggle to the agent website to check on the following: a. Booking procedure, rates, attractions, and frequently asked questions b. Hotel room availability c. Confirmation, Amendment and Cancellation status before EMD issuance Note: This website link is for you to check the booking status. For amendments, please use GDS platforms. 3. Package Eligibility Eligibility Checklist Stopping over in Singapore enroute to another destination Visiting Singapore as a destination on a round-trip itinerary Passengers travelling on SQ and/or MI ticketed and operated flights into and out of Singapore. The flight number must begin with SQ or MI. Any 4-digit SQ flight must be operated by MI, and any 4-digit MI flight must be operated by SQ. Passengers travelling on SQ and/or MI ticketed and operated flights into Singapore, connecting to selected Scoot (TR) operated flights out of Singapore, and vice versa. The TR segment must be a non-overlapping route, meaning that the route must not be operated by SQ or MI. Passengers travelling on SQ or MI operated flights into Singapore, connecting to selected Air New Zealand (NZ) flights out of Singapore, and vice versa: o Passengers must travel on SQ4281/2, or SQ4283/4 connecting to/from a SQ or MI operated flight; OR o Passengers must travel on NZ281/2, NZ283/4, NZ3247/8, NZ3281/2, NZ3285/6, NZ3291/2 or NZ3297/8 connecting to/from a 4-digit NZ flight operated by SQ. SSH, SSE, BSSH, HCAG,, SGEP SSH, SSE, BSSH, HCAG,, SGEP SSH, SSE BSSH, SGEP SGEP NA Unaccompanied children below 18 years of age. NA NA Passengers travelling on rebated and industry discounted travel and/or free air tickets. NA NA

8 The Singapore Stopover Holiday packages (BSSH, SSH, SSE) are available to passengers staying in Singapore for at least one night (different check-in and check-out date) There is no KrisFlyer mileage accrual for hotel bookings made under the BSSH, SSH and SSE packages. The maximum number of nights allowed for BSSH / SSH / SSE booking is ten (10). 4. Child Pricing for SSH Bookings Child age is between 2 to 11 year and child pricing is as follows: 2A1C: Child pays twin-share price. Existing bedding or extra rollaway is provided 2A2C: 1 st child pays twin-share price. Existing bedding or extra rollaway is provided 2 nd child is FOC but share existing bedding with 2 adults Please book as TRPB for 2A1C and 2A2C.TRPB is not available on 24th and 31st Dec. Such bookings are subject to availability. 5. Group Header Bookings PNR must be ticketed before making the SSH booking. 6. Divided PNR Bookings Please toggle to the Agent website to ensure that the SSH booking is intact as it may be cancelled when agent spilt the travelling party and divide PNR. 7. Ghost PNR Bookings Please DO NOT book SSH in Ghost PNRs. All SSH bookings must be created in Primary PNRs. 8. Wheelchair-friendly Room and Transfer Bookings Surcharge applies for wheelchair-friendly transfers. Please refer to PRICELIST (BSSH & SSH/SSE ADD- ONS) for information. Bookings are strictly on request basis and must be sent to Tradewinds for assistance through (tradewinds_ssh@singaporeair.com.sg) at least 3 working days prior to arrival into Singapore. 9. Guaranteed Early Check-in and Late Check-out after 6pm Please book an additional night to secure an early check-in before 1pm and late check-out after 6pm. 10. Guaranteed Late Checkout till 6pm A charge equal to 50% of the additional night rate is applicable. Please insert Prepaid Late Checkout in the HTL Segment free text field. 11. Breakfast Supplement Breakfast Supplement (if required) must be applied for the entire stay including the pre-paid early check-in and/or late check-out, if any. 12. Private Transfers Private vehicle transfers between airport and hotel can be pre-arranged for passengers who purchased any of the SSH packages, at a charge. Please insert PTE CAR TRF or PTE COMBI TRF in the free text remark field of the tour segment and bookings must be made at least 3 working days prior to arrival into Singapore. Midnight surcharge should be applied based on flight arrival and departure time: Transfer from Airport to Hotel: If flight arrives between 2200 and 0700 hours, surcharge applies. Transfer from Hotel to Airport: If flight departure time minus 2.5 hours (to account for check-in) is between 2200 and 0700 hours, surcharge applies. The chauffeur will meet the passengers at the exit of the luggage belt in the Arrival Hall with a meeting name sign. Waiting time is 1 hour from flight landing time. Please refer to PRICELIST (BSSH & SSH/SSE ADD-ONS) for more information. 13. Cancellations & No-shows For BSSH, SSH and SSE, cancellations within 48 working hours prior to hotel check-in date and no shows will be subject to a fee equivalent to first night s stay or the extension night, whichever is higher. For SGEP, cancellations must be made at least 48 working hours prior to arrival date into Singapore for payment to be refunded. The fee will be charged to the station/agent in accordance to the EMD number indicated in the APAX field of PNR.

9 14. Refunds Refunds are not permitted for unused or partially used items in the SSH package unless the cause of the non-utilisation was due to a SQ or MI flight delay or disruption. Inclusive benefits are not transferable and cannot be exchanged for cash or any other forms of claims if not utilized. However, for cancellations with valid reasons, refunds are allowed if services are not utilized at all. Refunds must be applied for within three months of cancellation and the original receipt must be presented. No refund will be processed after this period. Tradewinds reserves the right to charge the cancellation/no-show fees to the agency. Before authorising a refund, please ensure you check with Tradewinds for the approval. 15. Tradewinds Booking / Service Fee The following booking and service fees are applicable for: Reinstatement of SSH booking cancelled due to missing payment information in the PNR or bookings/amendments made within 2 working days prior to Hotel check-in, a service fee of SGD30 per room booking is chargeable. A booking fee of SGD30 per booking is chargeable except for exceptional booking scenarios like TCP / Group bookings. Fees will be charged to the Travel Agent through the respective SQ/MI station. 16. Tradewinds Contact Details Reservation tradewinds_ssh@singaporeair.com.sg Customer Service Helpline: (65) during office hours / (65) after operating hours Operating Hours: 0830 hours to 1930 hours (Monday Friday) 0830 hours to 1730 hours (Saturday & Public Holidays) Note: All reservation requests must be supported by to tradewinds_ssh@singaporeair.com.sg. Please enter the agent address in the PNR phone field for ease of communication and servicing.

10 SECTION D: GDS SYSTEM BOOKING ENTRIES GDS SYSTEM PACKAGE BOOKING ENTRIES Abacus and Infini 0HTLSQNN1SININddmmm-OUTddmmm/Tourcode-RoomType-HotelCode/ Free text remarks. Example of booking 2A1C as shown below: BSSH / SSH / SSE 0HTLSQNN1SININ12AUG-OUT14AUG/SSH-TRPB-XS1416/2A1C Transit Lounge 0HTLSQNN1SININ12AUG-OUT13AUG/-TRPB-XS1207/SIT LOUNGE/2A1C Transit Hotel (max 2pax) 0HTLSQNN1SININ12AUG-OUT13AUG/-TWIN-XS1205/9HOURS BLOCK/2A Day Use Package 0HTLSQNN1SININ12AUG-OUT13AUG/-TRPB-XS1525/DAYUSE ROOM/2A1C Sabre FST SGEP 0HTLSQNN1SININ12AUG-OUT13AUG/FST-TRPB-XS1155/0900AM TOUR/2A1C 0HTLSQNN1SININ12AUG-OUT18AUG/SGEP1-SGLB-1A1C 0HTLSQNN1SININ12AUG-OUT18AUG/SGEP1-SGLB-1A 0HTLSQNN1SININddmmm-OUTddmmm/Tourcode-RoomType-HotelCode/ Free text remarks Example of booking 2A1C as shown below: BSSH / SSH / SSE 0HTLSQNN1SININ12AUG-OUT14AUG/SSH-TRPB-XS1416/2A1C Transit Lounge 0HTLSQNN1SININ12AUG-OUT13AUG/-TRPB-XS1207/SIT LOUNGE/2A1C Transit Hotel (max 2pax) 0HTLSQNN1SININ12AUG-OUT13AUG/-TWNB-XS1205/9HOURS BLOCK/2A Day Use Package 0HTLSQNN1SININ12AUG-OUT13AUG/-TRPB-XS1525/DAYUSE ROOM/2A1C FST SGEP 0HTLSQNN1SININ12AUG-OUT13AUG/FST-TRPB-XS1155/9AM TOUR/2A1C Example of 1-day pass 0HTLSQNN1SININ12AUG-OUT18AUG/SGEP1-SGLB-1A1C 0HTLSQNN1SININ12AUG-OUT18AUG/SGEP1-SGLB-1A Worldspan, Galileo and Apollo 0TURSQNN1SINddmmm-OUTddmmm/Tourcode-RoomType-HotelCode/Free text remarks Example of booking 2A1C as shown below: BSSH / SSH / SSE 0TURSQNN1SIN12AUG-OUT14AUG/SSH-TRPB-XS1416/2A1C Transit Lounge 0TURSQNN1SIN12AUG-OUT13AUG/-TRPB-XS1207/SIT LOUNGE/2A1C

11 Transit Hotel (max 2pax) 0TURSQNN1SIN12AUG-OUT13AUG/-TWNB-XS1205/9HOURS BLOCK/2A Day Use Package 0TURSQNN1SIN12AUG-OUT13AUG/-TRPB-XS1525/DAYUSE ROOM/2A1C Amadeus FST SGEP 0TURSQNN1SIN12AUG-OUT13AUG/FST-TRPB-XS1155/9AM TOUR/2A1C 0TURSQNN1SIN12AUG-18AUG/SGEP1-SGLB-1A1C 0TURSQNN1SIN12AUG-18AUG/SGEP1-SGLB-1A SSTURSQNN1SINddmmm-ddmmm/Tourcode-RoomType-HotelCode/ Free text remarks Example of booking 2A1C as shown below: BSSH / SSH / SSE SSTURSQNN1SIN12AUG-14AUG/SSH-TRPB-XS1416/2A1C Transit Lounge SSTURSQNN1SIN12AUG-13AUG/-TRPB- XS1207/SITLOUNGE/2A1C Transit Hotel (max 2pax) SSTURSQNN1SIN12AUG-13AUG/-TWNB-XS1205/9HOURS BLOCK/2A Day Use Package SSTURSQNN1SIN12AUG-13AUG/-TRPB-XS1525/DAYUSE ROOM/2A1C FST SGEP SSTURSQNN1SIN12AUG-13AUG/FST-TRPB-XS1155/9AM TOUR/2A1C SSTURSQNN1SIN12AUG-18AUG/SGEP1-SGLB-1A1C SSTURSQNN1SIN12AUG-18AUG/SGEP1-SGLB-1A Note: 1. Please insert P1 (passenger relate) in the free text remarks field of the tour segment. 2. For SGEP, the check-in date and check-out date in the booking command must be aligned with the flight arrival and departure dates into/out of Singapore. SGEP may be used any time between the check-in/out dates. 3. For / FST, the check-out date in the booking command must be +1 day from the check-in date for e.g. 12AUG 13AUG (to indicate service is required on 12 AUG). 4. The maximum number of characters in the tour segment is 32. Due to space limitation, agents are encouraged to use the abbreviations for the prepaid items and special requests as shown in the table below. PREPAID ITEMS ABBREVIATIONS Private car transfer Private combi transfer Late check-out till 6pm Late check-out till departure Breakfast Supplement GENERAL REQUEST Smoking room Non-smoking room High floor Lower floor Adjoining room PTE CAR TRF PTE COMBI TRF LATE C/O TILL 6PM LATE C/O TILL DEP BFAST SUPP SMKG RM NON SMKG RM HIGH FLR LOWER FLR ADJ RM ABBREVIATIONS

12 EXPLANATION OF ABBREVIATIONS WITHIN BOOKING ENTRIES ddmmm Date format, e.g. 12AUG NN Number of rooms required. Enter number required after NN, e.g. NN1 refers to 1 room Tour code Applicable programme tour code (refer to Section A) Room Type Room type required. Applicable room types are: SGLB single room TWNB twin room [two separate beds, usually singles] DBLB one queen or king size bed * TRPB triple room ( twin or double room with additional existing bedding or rollaway bed) * strictly on request and subject to availability upon check-in Booking Code Applicable hotel booking code (refer to Section A) Opt Free format Free format remarks [optional] for prepaid items or special requests e.g. Prepaid late checkout till 6pm Private vehicle transfer Breakfast supplement REQ non-smoking room 9-hour transit block [applicable to transit hotels] Version: FY18/19 Travel Agent GDS Booking Guide Information is correct at time of printing February 2018.