KrisFlyer News Singapore Airlines

Singapore Airlines ION Orchard service centre closed until 1 July

New government rules in force mean SIA's service centre at ION Orchard will be closed until at least 1st July 2020

ION Service Centre 2 (Singapore Airlines)

Update: The ION Orchard service centre will now be closed until at least 1st July 2020.

For those of you with changes to make to your Singapore Airlines bookings or redemption tickets, the airline’s service centre at ION Orchard is usually a good place to ‘get things done’ without spending time on the phone.

With the significant disruption to travel plans caused by the coronavirus outbreak, the airline was already advising of wait times at the service centre approaching 4 hours in some cases last month, and was asking only customers travelling in the next 72 hours to attend in person.


The service centre is now temporarily closed

With the government’s latest ‘circuit breaker’ measures coming into effect today, Singapore Airlines has been forced to close its ION service centre since it is not an ‘essential service’.

ION Entrance (MM)
The ION Orchard service centre. (Photo: MainlyMiles)

The closure will be in effect until at least 4th May 2020. Re-opening will then depend on government policy. Note: Closure has now been confirmed until at least 1st July 2020.

The mall itself does remain open, with F&B outlets and some services like pharmacies and convenience stores still operating. Note that any F&B purchases are take away only. For a full list of stores operating, click here.

What should you do?

Changi Airport and the airline itself are classed as essential services and remain open, so if you require urgent assistance with your booking and your intended travel is in the next 72 hours, you can choose to attend the ticketing counter at Terminal 3:

  • Changi Airport Terminal 3, Departure Hall, Ticketing Counter at Check-in Row 6/7
    Operating hours: 6.00am – 12.30am (Monday – Sunday)

Note that the ticketing counter at Terminal 2 is now closed, with all Singapore Airlines and SilkAir flights now operating exclusively at Terminal 3.

If your intended travel is not within 72 hours, Singapore Airlines recommends the following means for booking assistance:

  • For COVID-19 related assistance, this online form
  • The 24-hour contact centre in Singapore at +65 6223 8888
  • Your local contact centre around the world – details here

Rebooking policy

Singapore Airlines is currently offering complimentary rebooking for all SIA and SilkAir tickets issued from 5th March 2020 to 31st July 2020.

The new flight itinerary should be completed by 31st December 2021 and any fare difference applies. See here for further details.

(Cover Photo: Singapore Airlines)



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