Written Reply by Minister for Transport Khaw Boon Wan to Parliamentary Question on Facilitating Hassle-Free Compensation by Singapore-Based Airlines to Travellers for Significant Flight Delays

Mr Murali Pillai asked the Minister for Transport whether the Ministry will consider introducing regulations to facilitate hassle-free compensation by Singapore air operators to airline travellers for significant flight delays.

Reply by Minister for Transport Khaw Boon Wan:

1.     When airlines encounter aircraft technical issues or face inclement weather, they would have to delay their flights to resolve the issues safely and comprehensively.

2.     In Singapore, the interests of air passengers affected by flight delays are safeguarded under a national consumer protection framework. The responsibilities of airlines to their travelers in the event of flight delays are stated in their Conditions of Carriage. Consumers are advised to read and understand their rights and the airline’s obligations before making any purchase.

3.     If consumers feel that airlines have not fulfilled their responsibilities on service recovery and compensation, they can take up the matter with airlines. They can also seek assistance from the Consumers Association of Singapore (CASE) or lodge a claim with the Small Claims Tribunal. In Singapore’s competitive air transport market, airlines have an interest to promptly and effectively respond to customers’ needs and expectations on service quality.

4.     The Ministry of Transport will continue to review the adequacy of consumer protection policies in the air transport market.