With the resumption of limited flights, Singapore Airlines (SIA) has focused on a range of health and safety initiatives. These include both new measures and the enhancement of existing ones, formulated as part of a comprehensive review of the end-to-end customer journey.
SIA worked with medical experts, regulators and partners to refine the travel experience, responding to medical advice and customer feedback. A safe and healthy environment for travellers enables them to travel in confidence. All customers will receive a new online e-brochure before their flights. The brochure is part of the Company’s new #SIAcares initiative, containing information on health and safety measures during pre-flight, at the airport, on board the aircraft, and upon arrival.
These measures are part of, which includes corporate social responsibility projects that will be rolled out in the coming weeks.
…. 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. Singapore Airlines CEO, Goh Choon Phong
New Health and Safety initiatives
SIA has broken down these initiatives into the following areas:
Enhanced hygiene standards
- Stepped up cleaning procedures at all premises, including its SilverKris Lounges.
- A la carte meals available instead of a buffet service
- SIA staff wear masks at all times, gloves when necessary
- Enhanced cleaning process of all SIA Group aircraft before flights
- This includes aircraft fogging procedures following regulatory requirements
- Wipe down of all common surfaces with approved strong disinfectant including
- Windows, tray tables, handsets, in-flight entertainment screens, lavatories and galleys
- Headsets, headrest covers, pillow covers, bedsheets, and blankets washed and replaced after every flight.
- Ceiling-to-floor air flow patterns within the cabin help to limit the spread of viruses and bacteria.
- All the Group’s aircraft are equipped with High Efficiency Particulate Air (HEPA) filters
- The filters remove more than 99.9% of particles including airborne viruses and bacteria.
- Air is refreshed every two to three minutes.
- Almost all lavatories in SIA aircraft feature contactless faucets
- anti-bacterial hand wash is supplied.
- SIA is trialling on ground an ultra-violet (UVC) light lavatory cleaning procedure before every flight.
In-flight products and service
- All airlines in the SIA Group provide their customers with a Care Kit.
- This includes a surgical mask, anti-bacterial hand wipes and a hand sanitiser.
- SIA’s e-Library replaces newspapers, magazines and seat-back literature removed from the aircraft.
- Access using the SingaporeAir mobile app.
- The app provides access to more than 150 international newspapers, magazines and other reading material.
- Use the world’s first Companion App
- Control KrisWorld, SIA’s in-flight entertainment (IFE) system using the mobile devices.
- Crew wear face masks throughout the flight
- Eye goggles worn when interacting with customers
- Gloves during meal service.
- Modified in-flight food and beverage service, reducing the risk of contact for both passengers and crew members.
- Meals services are suspended for flights within South East Asia and services to Mainland China due to regulatory reasons
- Snack bags are provided to customers on these routes
- On long-haul flights, single tray service has been introduced in First Class and Business Class, replacing table layout service.
- SIA is progressively reintroducing customer favourites including satay and garlic bread from mid-June 2020.
- Regulator advice will determine resumption of a course-by-course dining experience.
Upcoming digital solutions
- Digital food ordering will be introduced.
- in the lounges
- in-flight e-menu
- Enhancement of the SingaporeAir mobile app
- Passengers will have more information about travel and health restrictions across the SIA network
- This will be personalised according to their booking
Also in the works
- A Print-n-Go solution
- customers to print their boarding passes and baggage tags at airport self-service kiosks
- using 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 looking for more information about booking policies, flight schedules, and travel advisories. Health and safety information, including the e-brochure, is also available here.
The airline has also revised their global waiver policy to offer bonus flight credits or provide refunds. The validity of KrisFlyer and PPS statuses has been extended, as has the expiry dates for their miles.