Singapore Airlines (SIA) has introduced a range of health and safety initiatives, and enhanced several existing measures, in recent weeks as part of a comprehensive review of the end-to-end customer journey.

This has allowed SIA to refine the travel experience based on the advice of medical experts, regulators and partners, as well as feedback from its customers. These initiatives help to ensure a safe and healthy environment for customers, allowing them to travel in confidence with the Airline.

Information on the health and safety measures during the pre-flight stage, at the airport, on board the aircraft, and upon arrival is available in a new online e-brochure. This will also be sent to all customers before their flights.

These measures are part of the Company’s new #SIAcares initiative, which includes corporate social responsibility projects that will be rolled out in the coming weeks.

Singapore Airlines Chief Executive Officer Goh Choon Phong said: “These initiatives help to ensure that, amid the Covid-19 outbreak, our industry-leading health and safety standards remain an integral part of SIA’s world-class service promise. This allows our customers to travel with us with full confidence, knowing that we have taken the necessary steps to safeguard their well-being throughout their journey.

“We are also working on a variety of new digital solutions that would further enhance the customer experience, as well as support our health and safety initiatives. These will allow SIA to better meet the evolving expectations of our customers during these times.”

Enhanced hygiene standards

SIA has stepped up the cleaning procedures at all premises, including its SilverKris Lounges. Customers can enjoy a la carte meals instead of a buffet service at our lounges, where SIA staff wear masks all the time and gloves when necessary.

Every SIA Group aircraft undergoes an enhanced cleaning process before a flight. This includes aircraft fogging procedures that follow regulatory requirements. Common surfaces and areas such as windows, tray tables, handsets, in-flight entertainment screens, lavatories and galleys are wiped down with an approved strong disinfectant. Headsets, headrest covers, pillow covers, bedsheets, and blankets are also washed and replaced after every flight.

Ceiling-to-floor air flow patterns within the cabin help to limit the spread of viruses and bacteria. The air is also refreshed every two to three minutes. Every aircraft in the Group’s fleet is equipped with High Efficiency Particulate Air (HEPA) filters, which remove more than 99.9% of particles including airborne viruses and bacteria.

Almost all lavatories in SIA aircraft feature contactless faucets and have anti-bacterial hand wash. SIA is also looking at a trial of an ultra-violet (UVC) light cleaning procedure on the ground for its lavatories before every flight.

In-flight products and service

From 8 June, all airlines in the SIA Group will provide their customers with a Care Kit that includes a surgical mask, anti-bacterial hand wipes and a hand sanitiser. This helps to provide additional reassurance to our customers during these uncertain times.

SIA’s e-Library is the ideal digital replacement for the newspapers, magazines and seatback literature that have been removed from our aircraft. This is available via the SingaporeAir mobile app, and provides access to more than 150 international newspapers, magazines and other reading material.

The Airline also offers the world’s first Companion App, which allows customers to control KrisWorld, SIA’s in-flight entertainment (IFE) system, via their mobile devices.

Our crew will wear face masks throughout the flight, with the additions of eye goggles when interacting with customers and gloves during the meal service. They are also our in-flight health and safety ambassadors during this time, using their world-famous attentive and intuitive service to be a reassuring presence for our customers.

Meal services

SIA has modified its in-flight food and beverage service to reduce the risk of contact for both our customers and crew members. Meals services have been suspended for flights within South East Asia and services to Mainland China due to regulatory reasons. Snack bags are provided to customers instead.

On long-haul flights, a single tray service has been introduced in First Class and Business Class in place of a table layout service. To boost the in-flight dining experience during this period, SIA is progressively reintroducing customer favourites such as the Airline’s signature satay and garlic bread from mid-June 2020. We will also discuss with the regulators how we can resume a course-by-course dining experience.

Upcoming digital solutions

Digital food ordering services in the lounges and an in-flight e-menu will be introduced in the coming months.

The SingaporeAir mobile app is also being enhanced to provide customers with more information about the travel and health restrictions across our network. This will be personalised according to their booking.

The Company is working on a Print-n-Go solution, which would allow customers to print their boarding passes and baggage tags at airport self-service kiosks in a contactless way via the SingaporeAir Mobile App or a QR code.

Booking in confidence

The Covid-19 Information Centre in the Singapore Airlines website is a one-stop source of information for customers who wish to get more information about our booking policies, flight schedules, and travel advisories. Health and safety information, including the e-brochure, is also available here. 

To provide more reassurance for our customers, we have revised our global waiver policy to offer bonus flight credits or provide refunds to those who prefer that option. We have also extended the validity of our KrisFlyer and PPS statuses, as well as the expiry dates for their miles.