Singapore Airlines: Passenger Contact Details – Covid19

Singapore Airlines: Passenger Contact Details – Covid19


The current predicament arising out of Covid-19 has resulted in a lot of uncertainties in the travel industry with tightened border controls and travel restrictions. Airlines have thus been required to make frequent changes to travel policies to accommodate these developments. Singapore Airlines is no exception. As you may be aware, we have cancelled, and plan to cancel, a significant number of flights up to 30 June 2020.

Accordingly, we feel it is of utmost importance to provide our mutual customers accurate and up-to-date information concerning our latest travel policy. This is to avoid any potential confusion which may result in clarificatory calls being made by our passengers to the airline and our travel agency partners.

We will therefore be sending a SNAP (Successfully Notifying Affected Passengers) message with the above intention in mind, to notify customers* whose flights fall within the affected period of planned cancellations of the options available to them, should they decide not to proceed with their travel.

The SNAP message will also clearly state our request to passengers to speak with their travel agent to find out more about the options available to them, and for further assistance.

The SNAP Message will be sent based on the passenger contact information captured in the PNR. Accordingly, we seek your understanding as you may receive a significant influx of SNAP messages if the passenger contact information field in the PNR has been updated with your contact information.

In these unprecedented times, we have also seen an increase in contact tracing requests (requesting for passenger details including contact information) received from the regulatory authorities due to the Covid-19 pandemic. These requests often need to be responded to in a timely manner, to aid the authorities in their efforts to contain the spread of the virus. We would therefore like to encourage the inclusion of passengers’ contact information in the PNR.

*Note: Tickets pending BSPLink refund processing will be included since the ticket coupon status is still OPEN

Both agents and passengers can also subscribe to a flight on WhatsApp and Facebook Messenger to receive flight updates on the go. You will be notified of any flight changes, change of gate at the airport and when the flight has departed and landed. Visit to find out more.

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