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Edited by:
Ajust Content Team
Last updated:
January 29, 2026
AI-sourced. Human-edited. Made clear for you.

Table of Contents

Table of Contents

Singapore Airlines
customer support overview

Singapore Airlines (SIA) is widely acclaimed for its world-class customer service and exceptional onboard hospitality, consistently ranking among the top global airlines.

Passengers benefit from various support channels, including a dedicated 24/7 customer service hotline (Australia: 02 7209 4388), online forms, and the AI-powered chatbot, "Kris," available 24/7 to handle common queries and seamlessly escalate issues to human agents when needed.

Renowned for quality, Singapore Airlines was ranked #3 globally for overall customer service in the 2024 World Airline Awards. Customers consistently praise the attentive inflight service, although some travellers note challenges in accessing prompt support during disruptions.

Common
Singapore Airlines
 customer issues and complaints

The most frequent concerns from Singapore Airlines customers include:

  • Refund Delays: Passengers commonly report significant delays in receiving refunds for cancelled flights, with some waiting months for resolution.

  • Baggage Issues: Lost or delayed baggage remains a common frustration, compounded by limited proactive communication from SIA’s baggage services.

  • Flight Disruptions & Oversales: Issues with oversold flights or last-minute schedule changes causing inconvenience, inadequate alternative arrangements, or promised accommodations not delivered properly.

  • Customer Support Responsiveness: Difficulty reaching customer support during disruptions, with some experiencing unanswered calls or ineffective chatbot responses in urgent cases.

  • Administrative Rigidity: Instances where responses are considered slow, overly procedural, or lacking timely communication, particularly during complaints or special requests.

Although these issues can cause frustration, many customers also report positive resolutions through patient follow-ups.

How to contact
Singapore Airlines
customer support

Singapore Airlines offers multiple avenues for support:

📞 Phone Support (24/7):

  • Australia Contact Centre: 02 7209 4388 (general reservations, inquiries, KrisFlyer)

  • Baggage Services (Australia): +61 2 9169 4485 (delayed/damaged baggage)

💻 Online Forms & Chat:

  • Web Forms: Accessible via the "Get Help" section for general inquiries, refunds, disruptions, or feedback.

  • Kris Chatbot: Available 24/7 via SIA's Help page or Facebook Messenger, seamlessly transitioning to human assistance when required.

📧 Email:

  • No general email prominently listed; support inquiries via online forms initiate email responses within a few business days. Specific departments (e.g., baggage services) may offer direct emails.

🏢 In-Person Assistance:

  • SIA airport offices and ticket counters (e.g., Sydney Airport Office) provide immediate support, especially beneficial within 72 hours of flight departure.

📱 Social Media:

  • Official Facebook and Twitter accounts handle basic queries, though personal booking or sensitive issues will direct you to secure channels.

Singapore Airlines
key customer policies: refunds, returns, cancellations and more

Important service policies include:

  • Refund & Cancellation:

    • Refunds available per fare rules.
    • Non-refundable tickets typically eligible only for taxes refund.
    • Refunds processed promptly, typically within 7 business days for US credit card payments.

  • Changes & Rebooking:

    • Free rebooking or refunds offered if SIA cancels or significantly delays flights.
    • SIA proactively informs passengers of itinerary changes.
    • Provides accommodation, meals, or transport during controllable disruptions.

  • Baggage Policy:

    • Immediate reporting required via Baggage Portal or at arrival airports.
    • Compensation provided for delayed/lost baggage under international conventions (Montreal Convention standards).
    • Damaged baggage claims must be reported within 7 days of receipt.

  • Complaints Handling:

    • Formal complaints acknowledged within 30 days, with full responses provided within 60 days.
    • Escalation available through independent bodies like the Airline Consumer Advocate if unsatisfied with initial outcomes.

  • Special Requests & Accessibility:

    • Special assistance requests for disabilities, medical needs, special meals, and wheelchair assistance handled proactively.
    • Compliance with nondiscrimination policies and international accessibility regulations (e.g., 14 CFR Part 382).

Note: Singapore Airlines does not offer price matching but commits to the lowest eligible fare through its direct booking channels.

Table of Contents

Singapore Airlines
 complaints submitted through Ajust

I reached out to Singapore Airlines after a business class flight where several things fell short. The cabin crew were kind, but my meal was cold and the ice cream inedible, which was disappointing given the ticket price. I also left an expensive cap onboard and never received any follow-up. I contacted them because I expected clearer communication and help recovering lost property. - Brian

I contacted Singapore Airlines after my flight was delayed by five hours with very little clarity. The delay forced me to reorganise transport and miss an important meeting, adding stress and unexpected costs to my trip. I got in touch because I wanted the airline to acknowledge the disruption and explain what compensation or support was available for such a long delay. - Kon

I had to contact Singapore Airlines when my family missed a flight that departed earlier than scheduled. They arrived on time but were left stranded and had to pay for alternative travel. I’d already raised a case and was still waiting for a clear response. Reaching out again felt necessary to push for accountability, a refund, and recognition of the stress caused. - Mir

I contacted Singapore Airlines after reporting damaged baggage from my flight and hearing nothing back for weeks. I submitted all the details and a reference number, but there was no update or outcome. Following up became frustrating because I just wanted confirmation that my claim was being investigated and taken seriously instead of being ignored. - Rodney

Recent experiences with
Singapore Airlines
customer service

Compassionate Cancellation: Rapid and empathetic handling of last-minute cancellations due to emergencies, with smooth, no-hassle refunds.

Lost Item Recovery: Successful retrieval and return of valuable items forgotten onboard, demonstrating persistence and effective international coordination.

Delayed Baggage Communication: Customers experiencing delayed or lost baggage reported frustration due to limited communication and difficulty reaching support directly.

Official
Singapore Airlines
Customer Service Links & Contact Information

For a full overview, visit singaporeair.com and select your regional "Contact Us" page.

Singapore Airlines
Contact FAQs

How can I contact Singapore Airlines customer support quickly if I have an urgent issue?

You can reach Singapore Airlines customer support 24/7 by phone, with the Australia contact centre available on 02 7209 4388. This is usually the fastest option for urgent issues like flight disruptions or same-day travel problems. You can also use the Kris chatbot for quick answers, but during disruptions, phone or airport counter support tends to get faster results. If travelling within 72 hours, in-person airport assistance is often the most effective next step.

Why are Singapore Airlines refunds sometimes delayed, and what can I do if mine is taking too long?

Refund delays usually happen due to fare rules, high disruption volumes, or manual processing requirements. While Singapore Airlines states refunds are typically processed within specific timeframes, some passengers report waiting much longer. If your refund is overdue, submit a follow-up through the online refund form and keep all booking references. Escalating politely with documented timelines often improves outcomes, especially if multiple follow-ups are logged.

What should I do if my baggage is delayed or lost on a Singapore Airlines flight?

You should report delayed or lost baggage immediately at the airport or via Singapore Airlines’ baggage portal. Prompt reporting is essential to activate tracking and compensation rights under international conventions. Keep receipts for essential purchases, as these may be reimbursable. If communication stalls, following up directly with baggage services using your reference number typically leads to quicker progress than general customer support channels.

What are my rights if Singapore Airlines cancels or significantly changes my flight?

If Singapore Airlines cancels or significantly changes your flight, you are usually entitled to a refund or rebooking at no extra cost. In controllable disruptions, the airline may also provide meals, accommodation, or transport. Always request written confirmation of delays or cancellations, as this helps with claims and follow-ups. Knowing your fare rules and keeping records gives you more control during resolution.

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