singapore airlines ns17 agency seminar -...
TRANSCRIPT
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Singapore Airlines NS17 Agency Seminar
Function Room, Multipurpose Building3 May 2017
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Singapore Airlines SQMI Agency Seminar
CONFIDENTIAL
• 2.30 -3.00 pm: Registration • 3.00 -3.10 pm: Opening note by GMM • 3.10 -3.30 pm: Guest Speaker – HE Ambassador Dag Juhlin-Dannfelt• 3.30 -3.45 pm: Part 1 – SQMI Product Update • 3.45 -4.00 pm: Part 2 – SQMI Fares, Interline Product, Group & Other Matters • 4.00 -4.15 pm: Part 3 – Reservation and ticketing • 4.15 -4.30 pm: Q&A Sessions• 4.30 -4.45 pm: Quiz• 4.45 -5.30 pm: Closing note and Makan-makan
OVERVIEW:
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Singapore Airlines SQMI Agency Seminar – Part 1
CONFIDENTIAL
§ Overview
§ Network Update
§ Fleet Update
§ Product Update
§ Revised Corporate Programme Scheme
Agenda:
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Singapore Airlines Overview – SIA Group Portfolio
CONFIDENTIAL
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Singapore Airlines Network Update
CONFIDENTIAL
New York
Houston
Cape Town
Johannesburg
San FranciscoLos Angeles
Bandar Seri Begawan
Perth
Dubai
Wellington
Seoul
Bangkok
Sydney
Taipei
Hong Kong
Manila
Denpasar (Bali)
SurabayaJakarta
Kuala Lumpur
Hanoi
Ho Chi Minh City
Yangon
Guangvhou
Shanghai
Beijing
Christchurch
Auckland
Brisbane
CanberraMelbourne
Adelaide
Tokyo (Narita/Haneda)Nagoya
OsakaFukuoka
MaleColombo
New Delhi
MumbaiAhmedabad
Istanbul
Bengaluru Chennai
Dhaka
Kolkata
*Sapporo - Chitose
ManchesterLondon
Barcelona
MoscowStockholm
Copenhagen
Paris
Zurich
AmsterdamFrankfurt
Munich
RomeMilan
Dusseldorf
** Average age for Singapore Airlines aircraft is 7 years 8 months ** SQ - More than 61 destinations around the world.
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Singapore Airlines Network Update
CONFIDENTIAL
Singapore Airlines To Add Stockholm To Route Network
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SilkAirNetwork Update
CONFIDENTIAL
** Average age for SilkAir aircraft is 3 years 11 months ** MI – more than 30 destinations within Asia Pacific
China: Fuzhou: Vientiane & Luang Prabang
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Weekly 120 flightsfrom MALAYSIA to SINGAPORE
Singapore AirlinesSQMI Network Update
CONFIDENTIAL
Langkawi (LGK) – 3 x Weekly
Penang (PEN) – 35 x Weekly
Kota Kinabula (BKI) – 7 x Weekly
Kuala Lumpur (KUL) – 35 x Weekly
Kuching (KCH) – 4 x Weekly
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Singapore Airlines Equipment Update – Airbus A350
CONFIDENTIAL
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Singapore Airlines Equipment Update – Airbus A350
CONFIDENTIAL
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Singapore Airlines Equipment Update – Airbus A350
CONFIDENTIAL
• Business Class – 42 seats Configuration: 1-2-1
• Premium Economy Class – 24 seats Configuration: 2-4-2
• Economy Class – 187 seats Configuration: 3-3-3 config)
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Singapore Airlines A350-900 Network Update
CONFIDENTIAL
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Singapore Airlines Cabin Product Update
CONFIDENTIAL
Suites Class*Only available in A380
Configuration: 1 - 2 - 1
First Class Check-In ReceptionLounge AccessPriority Check-InIndividual Cabins & Private SpaceFull Flat BedBook the CookBaggage Allowance: 50kg
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Singapore Airlines Cabin Product Update
CONFIDENTIAL
Configuration: 1 - 2 - 1
First Class Check-In ReceptionLounge AccessPriority Check-InPrivate Space & Private SpaceFull Flat BedBook the CookBaggage Allowance: 50kg
First Class*Only available in B777-300 / B777-300ER
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Singapore Airlines Cabin Product Update
CONFIDENTIAL
Configuration: 1 - 2 - 1
Business Class Check-In CounterLounge AccessPriority Check-InFull Flat BedBook the CookBaggage Allowance: 40kg
Business Class
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Singapore Airlines Cabin Product Update
CONFIDENTIAL
Configuration: 2 - 4 - 2
Premium Economy Class Check-In CounterPriority BoardingBook the CookExclusive in-Flight ChampagneRed & White WinesBottled WaterBaggage Allowance: 35kg
Premium Economy Class*Only available in A350/A380/B777-300ER
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Singapore Airlines Cabin Product Update
CONFIDENTIAL
Configuration: 3 - 3 - 3 / 3 - 4 - 3
Economy Class Check-In CounterKrisworld Inflight EntertainmentMore LegroomSpecial MealsBaggage Allowance: 30kg
Economy Class
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SilkAirCabin Product Update
CONFIDENTIAL
• Business Class • Economy Class
Configuration: 3 - 3
- Economy Class Check-In Counter- Baggage Allowance: 30kg
Configuration: 2 - 2
- Business Class Check-In Counter- Baggage Allowance: 40kg
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Singapore Airlines FY17/18 SQMI Corporate Programme Scheme
CONFIDENTIAL
Submission of travel
spend
Submission of
application form
Minimum travel spent
of MYR100,000
net per annum
Tickets issued on Singapore
Airlines(618) / Silkair
documents (629)
Malaysian registered company
Applicable for travel of corporate’s employees as well as spouses & children on home leaveUpon successful corporate appointment, the corporates will be assigned an unique combination of 5 alpha numeric code.For more information about corporate programme, please approach Singapore Airlines Sales Executive.
Requirement:
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Singapore Airlines FY17/18 SQMI Corporate Programme Scheme
CONFIDENTIAL
Sample of Application Form:
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Singapore Airlines FY17/18 SQMI Corporate Programme Scheme
CONFIDENTIAL
Effective on/after 29 April 2017 onwards.
New Corporate Programme Discount Scheme
a) Corporate Discounts Scheme is applicable on all point of sales in Malaysia, except JHB
b) Trunk route: KUL – SIN vv, PEN –SIN vv, LGK – SIN vv, BKI – SIN vv & KCH – SIN vv is excluded from corporate discounts.
c) Business Class – RBD: U corporate discounts is available on North Asia, Europe & Americas only.
d) Economy Cabin – RBD: M & H corporate discounts is available on Americas only.
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Singapore Airlines FY17/18 SQMI Corporate Programme Scheme
CONFIDENTIAL
§ Auto Pricing
- Agents do not need to manually insert the Net Fare & Corporate ID into the Tour Code Box.
§ Manual Pricing
- In the event that agent is unable to auto price, you may proceed with manual pricing.
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Singapore Airlines FY17/18 SQMI Corporate Programme Scheme
CONFIDENTIAL
Irrespective of whether a corporate discount has been applied, ALL PNR must insert the Corporate ID
Explanations:: Blank
CP : Corporate ProgramABC : Designated corporate ID code for Corporate Company ABC.
Corporate Revenue Tracking – OSI Entry
Irrespective of whether a corporate discount has been applied. ALL bookings / reservations PNR’s must insert the Corporate ID.
Amadeus OS_YY_CP_ABC
Abacus / Sabre 3OSI_YY_CP_ABC
Galileo SI.YY*CP_ABC
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Singapore Airlines SQMI Agency Seminar – Part 2
§ NS 17 Fold-in Fare
§ Interline Fares
§ Group Matters
§ KrisFlyer Programme
§ Changi Dollar Voucher
Agenda:
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Singapore Airlines List of Local Fares
Fare Type Sales Period Travel Period
1 SQ/MI Restricted Market FIT Fares
On/After 04 April 2017 onwards
On/After 04 April 2017 onwards- Applicable to all destination, except ARN.
On/After 30 May 2017 onwards. - Applicable to ARN only.
2 SQ/MI Restricted Advance Purchase Fares
3 SQ/MI Restricted Market GV10 Fares
4 SQ/MI Corporate Fares On/After 29 April 2017 onwards.
On/After 29 April 2017 onwards. - Applicable to all destination, except ARN.
On/After 30 May 2017 onwards. - Applicable to ARN only.
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1. SQMI New Market Fare Structure
• Effective from 04 April 2017 onwards, customers will be presented with a single base airfare when purchasing ticket
Net Fare + YQ + Airport Tax = All-in Fare
Base Fare + Airport Tax= All-in Fare
A More Simplified Fare Structure!!
Singapore Airlines (Fold-In) NS17 SQ/MI Restricted Market Fares
Were removed and fold into base-fare
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1. Advance Purchase on Economy Class1. Economy “V” Advance Purchase booking class will be part of the Market Seasonal Fares.
The Advance Purchase reservation made prior to departure:1. South East Asia – 30 days 2. America – 60 days3. Others – 45 days
1. Advance Purchase Ticketing Requirements:
1. Ticketing must be done 3 days after reservation; or
2. VAP30MY - 30 days before departureVAP45MY - 45 days before departure VAP60MY - 60 days before departure; or
3. As per system ticketing time limit
*whichever earlier.
Singapore Airlines NS17 SQ/MI Restricted Advance Purchase Fares
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Singapore Airlines FIT Market Fare Fee & Charges
1. Stopovera) Singapore
b) International SectorsFor RDBs: R / F / A / Z / C / J / U / S / T / P / Y / B / E / M / H / W / Q / N
RBDs OUTBOUND INBOUND
R / F / A / Z / C / J /S / T / Y / B / E / M / H / W
Permitted in SIN Permitted in SIN
U / P / Q / N Not Permitted in SIN Not Permitted in SIN
SECTORS OUTBOUND INBOUNDSIN - AME
(MAN / FRA / HKG / ICN)MYR500 MYR500
SIN - AME (NRT)
MYR600 MYR600
SIN - WLG(CBR) MYR200 MYR200
* Stopover in HKG to include MYR24 (subject to change and as per system quote)
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Revision of Fare Family Structure (Eff. 04Apr17)
Fare Family RBDs Change Fee Refund Fee No-Show Fee
Suite/ First R, F, A FOC 150 300
Business Z, C, J, U FOC 150 200
Business Saver D 150 300 200
Premium Economy S, T, P FOC 150 100
Economy Flexi Y, B, E FOC 150 100
Economy Flexi Saver M, H, W 20 150* 100
Economy Saver Q, N 50 Not Allowed 100
Economy Super Saver V, K Not Allowed Not Allowed N.A.
All amount is in USD
*No cancellation of partially used tickets
Singapore Airlines FIT Market Fare Fee & Charges
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Singapore Airlines Group Matters
Group Matters RBD Incentive / Student / Religious
MYR 200 pp (all except AME/NZ/Africa)
MYR 400 pp (AME/NZ/Africa)
MYR 400 pp (all except AME/NZ/Africa)
MYR 800 pp (AME/NZ/Africa)
MYR 500 pp (all except AME/NZ/Africa)
MYR 1000 pp (AME/NZ/Africa)
60 days prior to departure 30 days upon seat confirmation
14 days upon seat confirmation 7 days upon seat confirmation
Name-in Dateline
Ticketing Dateline
30 days prior to departure
14 days prior to departure
Less than 2 months prior to departure
More than 2 months prior to departure
MYR 100 pp (all except AME/NZ/Africa)
Deposit Dateline
Series / Ad-Hoc Leisure
G
P
D
Deposit Amount
*Payment by Cheque or Bank Draf, addressed to Singapore Airlines Limited
* To be sumitted to Singapore Airlines GroupDesk together with a completed (signed&stamped, PNR, itinerary indicated) original Exchange Order on/before Deposit Dateline as advised by SQ GroupDesk
* Submission to reach SQ latest by 1530hrs as cheque needs to be banked in
Group Type
MYR 1000 pp (AME/NZ/Africa)
MYR 500 pp (all except AME/NZ/Africa)
MYR 400 pp (AME/NZ/Africa)
MYR 200 pp (all except AME/NZ/Africa)
MYR 200 pp (AME/NZ/Africa)
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Others• Passenger names entered must be as per passport. No name change allowed after ticketing.
• For Child booking, in addition to full passport details, DOB is mandatory.
• Child age is defined as 2 – 11 years old at time of the first outbound sector.
• Meal Request is to be submitted to KUL_Grpdesk at least 5 working days in advance.
• Pre-seat request is to be submitted to respective sales at least 5 working days in advance.
Group Deposit Refund • Full refund if materialization of individual groups is above 80% OR.
• Full refund of total deposits allowed if total materialization of 80% is achieved for all groups within the same month.
Singapore Airlines Group Matters
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2. SQ-VA Interline Fares
3. SQ-NZ Interline Fares
1. SQ-TZ Interline Fares
Singapore Airlines Interline Fares
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§ Current SQ/MI-TZ Routes– Tianjin (TSN)– Nanjing (NKG)– Qingdao (TAO)– Shenyang (SHE)– Hangzhou (HGH)– Dalian (DLC) – Jeddah (JED)– Amritsar (ATQ)
§ Upcoming SQ/MI-TZ Routes to Add– Athens (ATH) from 20 June 2017
33
KCHBKI
HGH
KUL
JED / ATH
Ticket Issuance : On/ After 04 April 2017 onwards
Travel Period: On/ After 04 April 2017 onwards - Applicable for all destinations except Athens
On/ After 20 June 2017 - Applicable for Athens only
§ Fares are common-rated for all POSMY (excluding ex-JHB)
§ Different rates for FIT & GV10.
SIN
LGK
SHETSN
TAONKG
PEN
Singapore Airlines SQ-TZ Interline Fares
DLC
ATQ
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Enhanced FlyBagEat:• One drink and meal (either hot or light, where applicable on
the flight)• 20kg or 30kg Free Baggage Allowance (FBA) as per IATA
Resolution 302 Enhanced
Snooze Kit – blanket, neck pillow, eye mask and socks
Through check of pax and baggage to/from SQ/MI flights
Singapore Airlines SQ-TZ Interline Fares
Passengers on SQ-TZ flights are entitled to the following:
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Singapore Airlines SQ-TZ Interline Fares
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1. Triangular Routings2. Triangular Routings @
Trans-Tasman3. Beyond-AUS to
VA destinations
** Maximum 2 sectors for VA interline Programme.
Adelaide ↔ CanberraSydney ↔ AucklandMelbourne ↔ HobartBrisbane ↔ AdelaideBrisbane ↔ AucklandBrisbane ↔ MelbourneBrisbane ↔ CanberraBrisbane ↔ ChristchurchBrisbane ↔ NewcastleBrisbane ↔ PerthBrisbane ↔ WellingtonDarwin ↔ PerthMelbourne ↔ DarwinMelbourne ↔ Gold CoastSydney ↔ QueenstownSydney ↔ AdelaideSydney ↔ AucklandSydney ↔ DarwinSydney ↔ Gold CoastSydney ↔ CairnsSydney ↔ HobartSydney ↔ MelbourneSydney ↔ QueenstownMelbourne ↔ PerthMelbourne ↔ Sunshine CoastPerth ↔ Darwin
Segment vv (All)
MEL SYD vv
OOL SYD vv
HBA MEL vv
BNE SYD vv
BNE MEL vv
Top segment:
Singapore Airlines SQ-VA Interline Fares
SQMI Australia Destinations:• Adelaide• Brisbane• Cairns• Canberra• Darwin• Melbourne• Perth• Sydney
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Scope of Cross-Selling:
Via AKL to NZ DestinationsVia CHC to NZ DestinationsVia WLG to NZ Destinations
Triangular routing involving AKL/CHC/WLG
§ Separate fares for FIT and GV10
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Singapore Airlines SQ-NZ Interline Fares
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Meal Requests:• Baby, Infant & Child Meals• Religious• Vegetarian• Dietary• Others (ie: Japanese Meal, Seafood Meal, Non Seafood Meal and etc.
Please take notes:• Suites, First Class, Business Class passenger will have book the cook service.• The passenger in Premium Economy Class will also enjoy the book the cook service.• All meal requests must be made at least 24 hours before your flight departs.• Kosher Meal and Non-strict Nut Free Meal requests must be made at least 48 hours before your
flight departs.• You can request your meal through singaporeair.com.sg or call our reservation team.
For more info: https://www.singaporeair.com/en_UK/my/travel-info/requests/meals/
Singapore Airlines Special Request
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Rewarding those who love to travel
A Frequent Flyer Programme of Singapore Airlines
Contact KrisFlyerBy Phone: +65 6789 8111By Fax: +65 6789 8777
By Email: Online form (http://www.singaporeair.com/en_UK/ppsclub-krisflyer/profile/forms/)
Singapore Airlines KrisFlyer Programme
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3 Tiers of membership – KrisFlyer, KrisFlyer Elite Silver and Krisflyer Elite Gold
How to get my KrisFlyer Membership Number and Membership Card?When you have successfully enrolled, you will received your KrisFlyer Membership Number.
Once you have made your first qualifying transaction, your KrisFlyer Membership Card will be posted to you.
What is the benefits for KrisFlyer Membership?
CONFIDENTIAL
Get the latest news.Earning miles when you fly, shop, stay
Redeem miles for flights and upgrades
Pay with KrisFlyermiles on Singaporeair.com & Krisshop.com
Redeem miles for Scoot, Tigerair and Star Alliance members flights
Singapore Airlines KrisFlyer Programme
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Singapore Airlines KrisFlyer Programme
Utilising Your Miles:
1. Flight Redemption & Cabin Upgrades• As low as 7,500 KrisFlyers miles, you can already redeem your free flight.• As low as 9,000 KrisFlyers miles, you can upgrade your cabin for a better comfort and service.
2. Mix Miles & Cash• As low as 2,940 KrisFlyers miles, you can reduce the total amount of ticket price.• Balance amount can be paid by debit/credit card
3. Purchase on Krishop.com• Every 125 KrisFlyer miles gives you approximately $1 to spend on krisshop.com.• Minimum usage of 3000 KrisFlyer miles per transaction.• For every $1 paid with credit/debit card, you’ll get 1.5 KrisFlyers miles.
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• Only for Suites, First Class passengers and Solitaire PPS Club members.• This service is available daily from 0500 to 2200 hours at Terminal 2, and from
0500 to 0200 hours at Terminal 3.
Krisflyer Gold Lounge
KrisFlyer Gold Lounge Location:• Terminal 2: Level 3, North Wing Unit 036-133 (Nearer to Gates E)• Terminal 3: Level 3, Unit 03-MS-06 (Nearer to Gates A)
• Passenger can enjoy access to our KrisFlyer Gold lounge if you are ourKrisFlyer Elite Gold member departing on Singapore Airlines Economy Class.
Singapore Airlines Lounges Service @ Changi Airport
First Class Check-in Reception
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• Singapore• Kuala Lumpur• Adelaide• Bangkok
• Brisbane• Hong Kong• London• Manila
• Melbourne• New Delhi• Perth• San Francisco
Singapore Airlines SilverKris Lounge
• Taipei• Seoul
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For more information, please refer to: http://www.singaporeair.com/en_UK/my/plan-travel/privileges/changi-transit-programme/
This campaign has been extended only for 618/ 629 tickets issuedbetween 1 April 2016 - 30 September 2017 and the travel periodbetween 01 April 2017 - 31 March 2018
Singapore Airlines Changi Dollar Voucher
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Singapore Airlines SQMI Agency Seminar – Part 3
CONFIDENTIAL
§ Ticketing & Reservation Matters
§ Fees & Penalties
§ Common Sales Audit Findings
§ SQ Contacts
Agenda:
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ET SynchronizationSynchronization
1. Whenever there is voluntary / involuntary reservation changes to the PNR, a new ticketing time limit (TTL) will be appended to each segment .
2. Please be reminded to send your booking(s) for revalidation or reissuance if applicable.
3. Agents are to submit for revalidation or to reissue the ET to resolve any de-synchronizations.
4. For schedule changes, messages will be queued to the GDS. Travel agents are required to take action and revalidate or reissue the tickets.
5. Failure to do so would result in the TTL being applied to the booking.
6. A TTL warning will be generated to the agent’s GDS, kindly ensure that your TTL queues are serviced.
CONFIDENTIAL
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Reservations Matters
Name Change Not Allowed1. However, Name Amendment (minor correction) after ticketed will be subject to SQ’s Approval.
Documents required:
• Passport Copy
• USD50 reissue fee equivalent in MYR together with EO from issuing agent
2. The ticketed name MUST match exactly that on the passport.
3. Acceptance due to any discrepancy will be based on the discretion of the immigration / security checks personnel.
CONFIDENTIAL
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Charge Code (Tax Column)Collection of Fees on the Ticket
Charge Code (Tax Column)
CONFIDENTIAL
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Refund/Cancellation Penalty FeesFor any SQ ticket (s) issued, the refund admin fee is USD150 per ticket.
However, if cancellation penalty is outlined in the governing fare rule, that will take precedence over this refund admin fee.
Eg. DEMY Cancellation Penalty is USD300. For refund, we only charge USD300.
If there is no cancellation penalty indicated in the governing fare rule, this Refund Admin Fee will be applicable.
Eg. CIF fare has no Cancellation Penalty. For refund, we only charge USD150
CONFIDENTIAL
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Common Sales Audit FindingsWrong Commission Claims
Commissions are not claimable on our marketing /promotional / special fares.
Under-collection of fees, penalties and surcharges Penalties, surcharges such as change fees, cancellation fees, no-show fees are quoted in USD.Do not use wrong currencies (e.g. SGD) to convert , resulting in under-collection.
Omission to seek approval for upselling to a higher fare for non-changeable ticketPlease seek approval from us before the upsell can take place. A penalty fee will be levied if the agent upsells without prior approval.
Flight application conditions not met Please note that some fares are applicable only for certain flights numbers.
5. Refund processingPlease ensure the correct payment mode is selected upon refund application.
CONFIDENTIAL
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CONFIDENTIAL
Agents Enquiry:Ticketing Matters, i.e. reissuance, revalidation, name change.
03-2698 9690
AE Servicing Hours is from 0830 – 1200 & 1400 – 1715 hrs, Monday to Friday
Please do not provide Agent Enquiry’s direct line to passengers / sub agents. The HELPDESK is specifically dedicated to SQ appointed agents only.
Please do not provide Agent Enquiry’s direct line to passengers / sub agents. The HELPDESK is specifically dedicated to SQ appointed agents only.
Reservations & Ticketing Department:
Office Hours: 08:30am – 17:15pmClosed on Saturdays, Sundays & Public Holidays
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CONFIDENTIAL
DAPO / Seating Requests / Extend TTL Deadline (Subject to HQ confirmation):
Refunds:
03-2698 9690
Group Desk:Group Matters.
03-2618 6378
Reservations & Ticketing Department:
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Thank You & Happy Selling