Booking Terms and Conditions
BY PROCEEDING, YOU ARE AGREEING TO COMPLY WITH AND BE BOUND BY THE TERMS AND CONDITIONS OF THE BOOKING, HOWEVER AND FOR A PERIOD OF TIME, YOU AGREE THAT THE BOOKING WILL BE NON-REFUNDABLE, NON-CANCELLABLE, NON-AMENDABLE. We, therefore, accept no liability for any loss or damage arising from these situations. We will notify you of any material changes in this regard by any reasonable means.
“Event Beyond Our Control" means events that could not have been foreseen by us or that, if foreseen, were inevitable, and include: war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers, closed or congested airports (save overbooking), hurricanes and other actual or potential severe weather conditions;
“SIA” means Singapore Airlines Limited, a Singapore company (company registration number: 197200078R), whose registered office is at Airline House, 25 Airline Road, Singapore 819829;
“Singapore Airlines Holidays” means HBG Holidays Singapore Pte. Ltd., trading as Singapore Airlines Holidays, a company registered in Singapore, with its registered office address at 101 Thomson Road, #16-01 United Square, Singapore 307591 (Company Registration number: 20179350C);
"we", "us" and "our" means Singapore Airlines Holidays;
“Website” means the relevant website for your location which are available at the following url addresses:
"you" and "your" means all persons named on your booking confirmation and in your travel party (including anyone who is substituted or added at a later date).
You can contact with us by email at email@example.com or by calling our contact call centre.
If you have a complaint, please use our contact details as set out in Section 15 herein.
This agreement with you sets out what you can expect from us when you buy a package holiday from us via the Website or guided by our contact centre staff. You should read the Terms carefully before you book to see how they affect your specific travel arrangements.
Singapore Airlines Holidays acts as principal in relation to bookings for holidays made via the Website, our contact centre and any affiliate websites approved by Singapore Airlines Holidays.
The acceptance of the Terms is a condition of purchasing a package holiday from our Website. Therefore, the Terms form part of our agreement with you and cannot be separated.
Legal age and responsibility
You confirm that you are over the age of 18 (or, if you are a Japanese citizen, over the age of 20) and have full legal capacity and sufficient authorisation to make bookings and enter into legal agreements. To confirm the booking, you must have the consent of all persons named in the booking, as well as the authorisation of the parents of any persons under 18 years of age (or, if such person is a Japanese citizen, the authorisation of the parents of such person if he/she is under 20 years of age) that are taking part in the booking. Upon carrying out the booking, you confirm that all persons named have accepted the Terms, and that you will assume responsibility for informing all persons named in the booking with regard to relevant details and other pertinent details relating to the booking. By making a booking, you will be responsible for any payments related to it.
You guarantee that all the personal information provided in the process of making your booking is correct. Likewise, you accept the financial responsibility for all transactions made in your name or via your bank account.
By accepting the Terms, and pursuant to Singapore legislation, you consent and authorise us to request from the contracted service providers and process any personal information relating to you or your group. Such information shall be treated in compliance with Singapore legislation as well as any other such legislation that substitutes, complements or elaborates the privacy and data protection legislation, and will be used to process bookings and payments made at your request.
For the purposes of these Terms, personal information includes, but is not limited to: any telephone numbers, fax numbers, e-mail addresses, addresses, signatures, ID or passport copies, credit card details, personal preferences, disabilities, or any special dietary or religious requirements or any other personal information related to you or your group that may be relevant for your booking.
We have supplied you with a written copy of the booking confirmation which, together with the Terms, forms part of the Agreement made between us and you and which confirms to you all the details regarding your holiday.
Whether you book alone or as a group, we will only deal with the principal’s booking name in all subsequent correspondence, including changes, amendments and cancellations. You must be 18 years old (or, if you are a Japanese citizen, 20 years old) at the time of booking and possess the legal capacity and authority to book as the lead name.
When you provide personal data to us which relates to another person, you must obtain their consent for you to provide such data to us for processing in relation to the booking. If they do not consent, you must not provide such information to us.
In addition, as your holiday includes a flight, you are also responsible for notifying us prior to the time of booking of any personal circumstances and needs of any person included in the booking including, without limitation, whether any such person requires additional assistance. For example, if you or a member of your party have difficulties walking and requires wheelchair assistance, please contact your local Singapore Airlines Holidays/ SIA office at least 48 hours before your flight departs. For more information, please go to Special Assistance at www.singaporeair.com.
Any person who is under 18 years old must be accompanied by an adult on his or her journey. There may be other restrictions and conditions on some offers, but these are explained in the details of those offers. When you submit your booking, we will confirm the booking as soon as possible and at least within 24 hours of receiving your request for a booking and set aside your chosen flight, accommodation, and/or transport for you. If you add additional arrangements to your booking which were not included in your original booking, such additional arrangements will only be confirmed when we have sent you written confirmation that the additional arrangements have been booked. If there is any change to any of the details discussed at the time of booking, before the confirmation is issued, we will notify you of any new or changed details, including any change to the total price (if any). If any detail on the booking confirmation is not correct, you must inform us immediately, but do take note that any name change is not allowed once booking is confirmed and ticket has been issued.
This section only applies to transactions that fall within the scope of the Australian Consumer Law – Refunds:
We are not required to provide a refund if you change your mind about the services you asked for. But you can choose to cancel your contract, and receive a refund for unconsumed services, if the service has a major problem. This is when the service:
- has a problem that would have stopped someone from purchasing the service if they had known about it;
- is substantially unfit for its common purpose, and can’t be easily fixed within a reasonable time;
- does not meet the specific purpose you asked for and cannot be easily rectified within a reasonable time; or
- creates an unsafe situation.
If you choose to continue with the contract, you can ask us to compensate you for any difference in the value of the services we provided and what you paid.
If the problem is not major, we will fix it within a reasonable time. If it is not fixed within this time, you can choose to have someone else fix the problem and recover all reasonable costs from us. If the problem cannot be fixed, we view it as a major problem.
Please keep proof of your agreement (e.g. your invoice, booking confirmation, or quote).
All prices we advertise on our Website are accurate at the date published, but we reserve the right to change any of those prices from time to time before you confirm a booking with us. Prices include a cost for fuel that was estimated at the date of publication.
We reserve the right to change the amount of the fuel supplement element of the price of your holiday should the amount of the fuel supplement change after the date of publication on our Website. Prices are constantly monitored and may change. We will tell you the up-to-date price of your chosen travel arrangements and of any other services advertised by us before confirming your booking.
Before making your booking, you will be informed about the existence of additional expenditures arising or likely to arise from the services included in your booking and associated with the holiday booked.
All prices advertised on our website reflect the total price, including sales taxes and management costs. However, the price may not include all local fees which will be payable locally. We endeavour to advise you of all local fees in our descriptions but this may not be possible or they may change from time to time. Common local fees include, but are not limited to, local city or tourism taxes, air-conditioning, safety deposit boxes, television remote control, spa facilities, pool or beach towels, daily car parking, entertainment and activities away from your accommodation, highchairs, cots, babysitting services, meals for infants, room service, mini bar, TV/Satellite TV, telephone calls, sea views, sun loungers, jacuzzi, sauna, table tennis, billiards and darts. Credit card companies and bank may charge their respective account holders a transaction fee when the card issuer and the merchant location are in different countries. Such transaction fees (and the currency exchange rate) are determined by the bank or its service provider processing the transaction. As such, the amount stated on your credit card statement may be different from the amount listed in the billing summary page on this Website. You may contact your bank for more information in this regard. Banks may impose additional charges on Electronic Fund Transfer and such charges will be borne by you.
We will not be responsible for any change to the price that results from a change by a supplier or authority to its costs. We will also not be responsible if the change in price results from a human error or wrong information given by those suppliers or authorities, or because of any other cause that is not foreseeable.
If we cancel your booking:
- due to natural disaster, airport closure, industrial strike, war or war threats, restrictions imposed by the Government or any other incident that is unusual, unforeseeable and is beyond the control of Singapore Airlines Holidays and its hotel partner(s), Singapore Airlines Holidays is not liable to pay any compensation for the cancellations of hotel bookings; or
- due to technical or commercial reasons, Singapore Airlines Holidays will provide the necessary assistance in rebooking flights and hotel accommodation to the same destination and provide the applicable reimbursement for the loss of hotel room nights, wherever applicable. If you decide not to travel, we will process a full refund for your unutilised Singapore Airlines Holidays booking. The refund may take 6-8 weeks to process.
We hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make changes such as schedule changes or hotel issues.
We will let you know about any important changes to holidays shown on our Website when you book. If you have already booked, we will let you know about any changes as soon as we can. Flight timings shown by us on the Website are for guidance only and may change.
You must ensure all names and details are entered correctly at the time of booking. Names entered must match the names indicated on government-issued IDs and/or passports. Please notify us as soon as possible in writing if there is something that you need to correct, or if you don’t receive a booking confirmation within 48 hours of making your booking.
If, after your booking confirmation has been issued, you wish to change your holiday in any way, for example your chosen departure date or accommodation, we will try to arrange for these changes to be made but it may not always be possible. Any request for changes to be made must be in writing by way of electronic mail to our email address at firstname.lastname@example.org from the lead passenger. Depending on when you inform us, some changes may be treated by us as a cancellation of your existing holiday and a request to book a new holiday, or in some instances, the amount of change and applicable fees may mean that a cancellation and rebook is a better option, in which case we will inform you of this for your consideration before proceeding with your selection. For any change request, there will be a service fee of USD50 per person per request on top of all other amendment charges incurred.
Note: certain travel arrangements may not be changeable after a booking has been made. Any alteration request could incur a cancellation fee of up to 100% of the value of the holiday in question.
Please bear in mind that certain hotels treat changes as a cancellationand charge accordingly (up to 100% of the cost of the original accommodation) for that part of the arrangement. Where applicable, you will have to bear these charges. In the event that you wish to make a change to your accommodation, if a non-refundable accommodation was chosen originally, you shall remain liable to pay 100% of the cost of the original accommodation.
When changing your holiday details, the price of your new travel arrangements will be based on the price that applies on the day you make the change. These prices may not be the same as when you first made your booking.
Please note flight options may be non-refundable and amended in certain circumstances, subject to payment of the amendment fees and other associated costs listed in this section 8. Certain extras, such as transfers, excursions, theme park tickets and airport extras may be non-refundable. We will make any non-refundable bookings clear when you book those arrangements. Please check with us if you are unsure at the time of booking.
If you want to cancel your booking, you must contact us as soon as possible in writing by sending an email to email@example.com.
Guide To Our Cancellation Charges
If you want to cancel your holiday and we are not at fault, we will apply a cancellation charge in accordance with conditions included in your booking. We will confirm to you the amount of the cancellation charge when you contact us. You will be responsible for paying this charge, including a service fee of USD50 per person for the request.
If you want to cancel one or more passengers on the booking you will have to pay a proportion of the applicable cancellation charge for those passengers.
Where hotels, extras, transport or flight options are non-refundable, in part or in full, the cost of these will be added to the cancellation charge you have to pay. Please note this could be up to 100% of the cost of your original holiday.
Singapore Airlines Holidays is a Singapore company duly licensed as a travel agency in Singapore with licence number 03089. It complies with legal, financial and insurance requirements under Singapore law and travel agency regulations.
We will arrange for you to receive the services that make up the holiday that you choose and that we confirm. These services will be provided either directly by us or through independent suppliers contracted by us. We are responsible for making sure that each part of the holiday you book with us is provided to a reasonable standard and as was advertised by us (or as changed and accepted by you).
We have taken all reasonable care to make sure that all the services which make up your holiday advertised by us are provided by efficient and reputable businesses.
A. Accommodation Establishment and/or Ancillary Services
If you suffer injury or illness on your accommodation establishment and/or during the provision of the ancillary services, you agree to assist us with our investigations in the following ways:
- You should tell us and the supplier involved about your injury or illness while you are in the resort;
- You should write to our customer support team at firstname.lastname@example.org about your claim within 1 month of coming home from your holiday to allow us to investigate it properly and cooperate with us so as to enable us to carry out such investigation;
- You should include a letter about your injury or illness from your doctor if you can;
- You will transfer to us any rights you have against the supplier or any other person, so that we can claim back from suppliers any payments we make to you, plus any legal or other costs. We will not make a profit from this;
- You should cooperate fully with us if we or our insurers want to enforce any rights transferred to us; and
- Regardless of the foregoing, any payments we make may be limited in accordance with international conventions.
If you or someone named in your booking is injured, falls ill or dies while taking part in an activity which is not part of the holiday, or you need to incur unpredictable extra expenses for which we are not liable because the event is an Event Beyond Our Control we will, where appropriate and subject to our discretion, try to help if we can. We will not pay any compensation if your injury, illness or death was caused by an event or circumstances which the person who caused it could not have predicted or avoided even if they had taken all necessary and due care. We will not make any payment if your illness, injury or death was your own fault.
Please refer to the General Conditions of Carriage at https://www.singaporeair.com/en_UK/global_footer/conditions-carriage/ for terms relating to injuries arising out of or in connection with your flight.
It is recommended that you and all other members of your party, including infants and children, are adequately insured on holiday, for example to cover any applicable cancellation, repatriation or assistance costs in theevent of accident, illness or death. Please note such insurance policies do not have to be purchased via us or any third party we may recommend.
Excursions, tours or any other products and services (“Extras”) booked externally from another website that you may choose to book or pay for directly either with a third party before your holiday, or whilst you are on holiday/in resort do not form part of your holiday provided or arranged by us. For any Extras that you book, your contract will be directly with the provider of those Extras (whether the insurance provider, operator of an excursion or tour or the supplier of products and services as the case may be). We are not responsible for the provision of Extras or for anything that happens when Extras are being provided to you by the operator and/or supplier as the case may be.
Any Extras booked directly on or through our Website or via our contact centre will be covered by our agreement with you.
It is a condition of booking that you and all members of your party provide certain information that may be sent to governmental authorities and border control and security agencies for the purpose of security and counter terrorism. This is known as Advanced Passenger Information, sometimes known as APIS. The information you must provide will include, but not be limited to, full name - as shown in your passport or travel document, gender, date of birth, travel document type, number, country of issue and expiry date. Where a low deposit is paid to secure a holiday, and the holiday is cancelled by the customer with the full deposit being non-refundable, the loss of the deposit is part payment of the holiday and does not include APD (Air Passenger Duty).
If you have a complaint about your arrangements whilst away, you must immediately notify the supplier of the service in question locally. If they are unable to resolve the problem immediately, you may contact our call centre and we will assist you. If you are still not satisfied on your return home, you may write to our customer support team at email@example.com to allow your complaint to be investigated properly. Please include your holiday booking reference number in your email and, include your daytime and evening telephone numbers.
All customers should check-in online for their flights before they travel. When checking-in online you will be required to provide your Advanced Passenger Information and have your SIA flight reference to hand.
We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other traveller or our staff or agents at the point of departure or resort in any risk or danger, on the telephone, in writing or in person.
Any accommodation we arrange for you must only be used by those people named on the final version of your booking confirmation. You are responsible for the cost of any damage caused to your accommodation or its contents during your stay. These charges must be met by you and may have to be paid locally.
Unless otherwise stated herein, the General Conditions of Carriage at [http://www.singaporeair.com/en_UK/global_footer/conditions-carriage/] shall apply to your respective flight tickets.
Payments must be authorized by the cardholder named in the holiday booking. We reserve the right to cancel or block your holiday payment without prior notice if:
- The transaction has an elevated risk of fraud measured by examining a range of pre-set data and based on our extensive knowledge and experience of fraud attempts;
- The cardholder did not authorise the payment and claims that the holiday booking is fraudulent; or
- We reasonably suspect that the cardholder or passenger is connected to other fraudulent activity.
If we block your card transaction as set out above, we may request that you remit payment with a different credit card.
From time to time we are asked by banks and card issuers to investigate transactions which the cardholder believes to be fraudulent. If in the course of such investigation we reasonably establish that a cardholder has claimed a transaction to be fraudulent or erroneous, then the holiday booking will be subject to further internal checks. Any future bookings connected to such cardholder details may be denied until such time as any outstanding monies owed to us relating to the error are recovered.
It is your responsibility to secure the appropriate passport, visa and other immigration documents required for your holiday, and/or to comply with any health formalities required. We do not accept any responsibility if you cannot travel because you have not complied with the passport, visa, and immigration requirements and / or you fail to comply with all applicable health requirements.
If you book via our Website or have opted in other circumstances for us to contact you via email, we will communicate with you using the email address you have provided. We will assume that your email address is correct and that you understand the risks associated with using this form of communication.
This agreement and our services shall be exclusively governed by and construed in accordance with Singapore law. You and we both agree to submit to the non-exclusive jurisdiction of the Singapore courts.