There’s a real emphasis on customer service in Singaporean culture, and this certainly rings true of the country’s flag carrier – Singapore Airlines.
This 5-star airline is renowned for its impeccable service – both in the air and on the ground – along with the comfort and quality of its cabins.
This detailed article covers everything you need to know when flying with Singapore Airlines, including inflight amenities, baggage allowances, customer satisfaction rankings, and more.
Basic Info
Airline: Singapore Airlines
Category: International airline, flag carrier for Singapore
Frequent Flyer Program: KrisFlyer
Tagline: “A great way to fly”
Number of passengers annually: Over 36 million (including Scoot regional airline)
Fleet: 121
Main Hub: Changi Airport Singapore (SIN)
Destinations: 32 countries worldwide
Frequent Flyer Programs
KrisFlyer
KrisFlyer is a frequent flyer program offering passengers rewards for flying with Singapore Airlines and its partner airlines.
Members can earn points on the ground as well as in the air through booking selected hotels, car rental, or even by shopping online.
Points earned from flights go toward KrisFlyer elite status, with standard, silver, and gold statuses available offering passenger perks such as free seat selection and priority boarding.
PPS Club
PPS Club is an extension to KrisFlyer and is an exclusive membership for frequent flyers that accumulate 25,000 PPS points flying business, first, or Suites class within 12 consecutive months. PPS members receive enhanced rewards for their KrisFlyer account such as double KrisFlyer award earnings and discounts off upgrade redemptions.
There are 2 tiers in the PPS Club — standard and Solitaire PPS Club (50,000 PPS points flying business, first, or Suites class within 12 consecutive months).
Ticketing Options
Singapore Airlines has 3 fare types available for economy, premium economy, and business class. These give passengers different options for baggage allowance, cancellation terms, KrisFlyer miles earning potential, and more.
Economy
Premium Economy
Business Class
*Baggage allowance does not apply to piece concept destinations.
First Class Fare Type
There is only 1 standard fare type for first class that comes with the following conditions:
- Check-in baggage: 110 pounds (50 kg)
- Advance seat selection: Free
- Earn KrisFlyer points: 200%
- Cancellations: Chargeable
- Changes: Free
- No shows: Chargeable
The cost to secure your fare depends on the destination, but starts from $4. To use “Secure My Fare,” flights must be fully operated by Singapore Airlines for economy or premium economy cabins and must be at least 30 days in advance.
mySQupgrade
mySQupgrade allows passengers to bid for upgrades to premium cabins. On eligible flights, an email invitation is sent to passengers 7 days before the flight offering the opportunity to bid. Bids can be withdrawn up to 50 hours before departure; otherwise, confirmation of whether the bid has been successful will be sent 48 hours before the flight.
Singapore Airlines Baggage and Other Fees/Add-Ons
Singapore Airlines applies a weight concept to the majority of its destinations, meaning that passengers receive a set weight allowance for checked baggage that they can split across multiple pieces if they choose to.
Flights to/from the United States work on a piece concept, where passengers are permitted to bring 2 pieces of checked luggage with the weight dependent on the cabin.
Baggage Fees
Singapore Airlines Carry-On Allowance
- 1 personal item (maximum size 40 x 30 x 10 cm)
- Standard carry-on bags (115 cm max linear dimensions:)
- Economy and Premium Economy: 1 free (up to 15 pounds (7 kg))
- Business and First Class: 2 free (up to 15 pounds (7 kg))
Singapore Airlines Checked Allowance
Weight Concept (All flights except to/from U.S.)
Additional and excess baggage fees are route dependent.
Charges for flights to/from the U.S. are:
- Additional bag: $120-$180 (prepaid) or $150-$350 (at the airport)
- Overweight bag: $80-$180 (prepaid) or $100-$225 (at the airport)
- Oversized bag: $80-$180 (prepaid) or $100-$225 (at the airport)
Charges for all other flights (excluding the U.S.) are:
- Additional weight: $3-$42 per kilogram (prepaid) or $4-$56 per kilogram (at the airport)
Other Fees and Add-Ons
Fee for Booking with a Reservation Agent — Phone or In-Person
- U.S. office: $50
- South Africa office: $37-206
- Switzerland office: CHF 150 (adult) CHF 75 (child)
- Any other country: $25-75
Change/Cancellation/No Show Fees — Cash tickets
Cancellation:
- Economy: $100-$200
- Premium Economy: $200
- Business: $200-$250
- First: $100
Changes:
- Economy: $50-$300
- Premium Economy: $50
- Business: $150-250
- First: No change fee
The difference in fare would also be applicable.
No Show:
- Economy: $100-$300
- Premium Economy: $200
- Business: $300
- First: $300
Advance Seat Selection
Band 1: Between Singapore and Brunei, Cambodia, Indonesia, Laos, Malaysia, Myanmar, Philippines, Thailand, and Vietnam; within Australia; between Australia and New Zealand; between Russia and Sweden.
Band 2: Between Singapore and Australia, Bangladesh, Hong Kong SAR-China, China, India. Japan, Korea, Maldives, Nepal, Sri Lanka, Taiwan-China and U.A.E.
Band 3: Between Singapore and Denmark, France, Germany, Italy, Netherlands, New Zealand, Russia, South Africa, Spain, Sweden, Switzerland, Turkey, and United Kingdom; between United States and Germany, Hong Kong SAR-China, Japan, Korea, and United Kingdom
Band 4: Between Singapore and United States
Other Fees
Unaccompanied minor: Price undisclosed on Singapore Airlines’ website, but they do offer the service.
Transporting a pet as checked: Passengers can transport their pet within their checked luggage allowance providing it does not exceed the maximum allowance for a single piece (70 pounds (32 kg)). Depending on the fare type, passengers may be required to pay excess baggage charges.
How to Avoid Paying Excess Fees and Travel Expenses
There are a number of rewards cards where charges on your statement can be paid for by using your points/miles balance. Capital One’s cards are great for this exact purpose and are used by savvy travelers who want to decrease their out-of-pocket expenses!
Here are cards that we recommend:
- Capital One VentureOne Rewards Credit Card – This no annual fee card comes with a 20,000 bonus mile offer after spending $500 in the first 3 months. When you use your card for travel purchases (e.g. baggage fees), use your miles to pay off all, or part of, your statement balance! We’ve highlighted 30+ benefits of the card.
- Capital One Venture Rewards Credit Card – The “big brother” card to the VentureOne with a 75,000 bonus miles when you spend $4,000 on purchases in the first 3 months. This card is full of benefits and perks and you can redeem your miles on travel (flights, hotels, even paying for baggage fees etc) or transfer your miles to over 15+ travel loyalty programs.
- Capital One Venture X Rewards Credit Card – The newest card in the Capital One lineup with a welcome offer of 75,000 bonus miles after spending $4,000 on purchases within the first 3 months from account opening. Not only does the card come with up to $300 in statement credits when booking through Capital One Travel, you’ll also get get 10,000 bonus miles (equal to $100 towards travel) every year, starting on your first anniversary.
- Earn unlimited 10x miles on hotels and rental cars booked through Capital One Travel and 5x miles on flights booked through Capital One Travel, plus unlimited 2x miles on all other purchases.
Singapore Airlines Lounges
Singapore Airlines has lounges in the following airports:
SilverKris Lounge
- Singapore Changi Airport (SNG)
- Adelaide Airport (ADL)
- Bangkok Suvarnabhumi Airport (BKK)
- Brisbane International Airport (BNE)
- Hong Kong International Airport (HKG)
- Kuala Lumpur International Airport (KUL)
- London Heathrow Airport (LHR)
- Manilla Ninoy Aquino International Airport (MNL)
- Melbourne Airport (MLB)
- New Delhi Indira Gandhi International Airport (DEL)
- Perth Airport (PER)
- Seoul Incheon International Airport (ICN)
- Sydney Airport (SYD)
- Taipei Taoyuan International Airport (TPE)
KrisFlyer Gold Lounge
- Singapore Changi Airport (SNG)
Inflight Inclusions, Amenities, and Seat Specs
Economy Class
Singapore Airlines has 3 different fits for economy class depending on the aircraft. One type can be found on their Airbus A380-800, Airbus A330-300, and the Boeing 777-300ER; the second type can be found on the A350 and retrofitted Boeing 777-300ER; and the newest fit can be found on the Airbus A350, A380, and Boeing 787-10.
The service and amenities are as standard across all fits — the difference is in the seating with the newest fit offering ergonomically designed seating with 6-way adjustable headrests.
Amenities include:
- Adjustable headrest
- Ergonomically designed seating and 6-way adjustable headrest (available on newly fitted Airbus A350, A380, and Boeing 787-10 aircraft.)
- 10.6-inch wide LCD screen with over 1,000 entertainment options and headphones
- Extra legroom and forward zone seats (available for a fee)
- Complimentary snacks, meals, and beverages, including alcohol (meals depend on flight duration)
- Amenity kit with toothbrush, toothpaste, and socks
- USB power charging (available on newly fitted Airbus A350, A380, and Boeing 787-10 aircraft.)
- Wi-Fi available to purchase
Premium Economy
Amenities include:
- Priority check-in and boarding
- Wider seats up to 19.5 inches, 8 inches recline, and 38-inch seat pitch
- 13.3-inch HD touchscreen screen with over 1,800 entertainment options and noise-canceling headphones
- “Book the Cook” — pre-order a meal from an extensive menu up to 24-hours before your flight
- Complimentary snacks and beverages, including alcohol
- Increased storage space for personal items
- Amenity kit with toothbrush, toothpaste, socks, and eye mask
- Wi-Fi available to purchase
Business Class
Business class fits vary across the Singapore Airlines fleet and whether you’re flying domestically or internationally. An older regional business class can be found on the A330, 777-300 and 777-200, while the newer regional business class is on the Airbus A350 and Boeing 787-10.
The seating is noticeably newer with upgraded touchscreens and a flat bed; whereas, the older seats do lie-flat but at a slight incline.
A slightly older fit of business class can be found on the Airbus A380-800, Boeing 777-300ER, and refitted Boeing 777-200ER, although some A380’s are fitted with Singapore’s new business class with sculpted wing seating and 18-inch touchscreens.
Finally, another fit can be found on the A350 and retrofitted Boeing 777-300ER aircraft with a different style of seating (still lie-flat beds, of course) but with several seating options when in the upright position and featuring the 18-inch touchscreens.
Amenities include:
- Priority check-in and boarding
- Wide seating that transforms into a lie-flat bed
- 2 seats can be transformed into a double bed on the new A380 Business Class
- “Book the Cook” — pre-order a meal from an extensive menu up to 24-hours before your flight
- Complimentary snacks and beverages, including alcohol
- 15.4-18-inch HD screens (touchscreen on newer fits) with 1,000-1,800 entertainment options
- Noise-canceling headphones
- Amenity kit including slippers on longer flights
- Penhaligon’s toiletries in Business Class lavatories
- Wi-Fi available to purchase
First Class
There are two fits for first class – the original concept which is available on the Boeing 777-300ER and refitted Boeing 777-300 aircraft – and the new first class, which is available progressively on Boeing 777-300ER aircraft.
Amenities include:
- Priority check-in and boarding
- Partially enclosed 35-inch leather seat with mahogany trimmings that transforms into a lie-flat bad
- Mood lighting on new fits
- Ferragamo amenity kit
- 23-24-inch HD screens (touchscreen remote on newer fits) with over 1,000 entertainment options
- Noise-canceling headphones
- “Book the Cook” — pre-order a meal from an extensive menu up to 24-hours before your flight
- Complimentary snacks and beverages including alcohol
- Wi-Fi available to purchase
Suites
There are also two fits for suites class – the new A380 suites available on Singapore’s new Airbus A380 aircraft and the original suites class on their A380–800s, flying to London, Paris, Sydney, and more.
Amenities include:
- Enclosed suite with a sliding door and window blinds
- Removable center divider to create a double suite to share with a companion
- Large leather armchair in addition to a lie-flat bed
- Turndown service and sleeping essentials
- 23-inch screen in the original suites class and 32” touchscreen on the A380
- Noise-canceling headphones
- “Book the Cook” — pre-order a meal from an extensive menu up to 24-hours before your flight
- Complimentary snacks and beverages including alcohol
- Spacious lavatories on the A380 with a sit-down vanity counter
- Toiletries including facial mist from Lalique
- Wi-Fi available to purchase
Seat Specs
Singapore Airlines has a young fleet comprised of the aircraft below. Depending on your route, you may have a 2, 3, or 4 cabin aircraft with the following seat specification:
Airbus A330-300
Airbus A350-900 (Layout 1)
Airbus A350-900 (Layout 2)
Airbus A350-900 ULR
Airbus A380-800 (Layout 1)
Airbus A380-800 (Layout 2)
Airbus A380-800 (Layout 3)
Boeing 777-200
Boeing 777-200ER (Layout 1)
Boeing 777-300
Boeing 777-300ER (3 Class)
Boeing 777-300ER (4 Class)
Boeing 787-10
Singapore Airlines Customer Satisfaction
Considering social media is usually the go-to platform for customer complaints, it’s difficult to find the negatives amongst an abundance of positive comments for Singapore Airlines. Loyal passengers sing the praises of service, and the warm smiles received from the professional and friendly cabin crew.
Singapore’s focus on customer service is apparent on their Facebook page, with almost every comment being responded to — good and bad.
Of the small percentage of negative comments, lost or damaged luggage was the most prominent gripe, with customers dissatisfied by the lack of accountability and compensation from Singapore’s customer service teams.
Although everything is reasonably positive on social media, there is a real mixed bag of reviews on SkyTrax, with customers declaring that the 5-star airline’s standards are slipping.
It is assumed that cost-cutting is to blame with customer accounts, including limited meals being served on long-haul flights, fewer drink services, and quality of food deteriorating.
Most Common Complaints
No official statistics can be found on Singapore’s Aviation Authority website caas.gov.sg.
Consumer Rankings, Ratings, Etc
Skytrax Ranking: 5 Star Airline (out of 5)
Skytrax Customer Rating: 7/10
Tripadvisor Airline Review Rating: 4/5 (average from 20,663 reviews)
Kayak Customer Rating: 8.7/10 (average from 3,550 reviews)
Safety and Performance
Singapore Airlines has a 7/7 safety record as awarded by AirlineRatings.com. This considers whether the airline has an IATA Operational Safety Audit Certification, combined with information from the World’s Aviation Governing Body, plus government and crash records.
Recent Awards
TripAdvisor Travellers’ Choice 2019 Awards (U.S.): Best Airline in the World
FlyerTalk Awards: 8th Annual Best Rewards Program for KrisFlyer
Fortune Magazine (U.S.): Top 50 World’s Most Admired Companies (Ranked 18)
Condé Nast Traveler (U.S.) 2018 Readers’ Choice Awards: Best Airline in the World (29 out of 31 years)
Final Thoughts
The customer opinion of Singapore Airlines is generally very good, and it has upheld its 5-star status for a long time. As Singapore modernizes its cabins on newer aircraft, this is causing inconsistencies across the inflight experience on different routes.
There’s no doubt that Singapore Airlines charges a premium for its 5-star service, but with some routes offering enhanced seating and inflight entertainment systems, some customers feel they’re not getting value for their money every time they fly.
Frequently asked questions
What is Singapore Airlines carry-on allowance?
1 personal item (maximum size 40 x 30 x 10 cm)
Standard carry-on bags (115 cm max linear dimensions:)
Economy and Premium Economy: 1 free (up to 15 pounds (7 kg))
Business and First Class: 2 free (up to 15 pounds (7 kg))
