What Happens If Your Flight Gets Cancelled? Here's How Major Airlines In Singapore Handle It

Picture this: you’re about to board the vacay flight you’ve been planning for months. Then an announcement sounds over the PA – “your flight has been cancelled”.

That is what happened to hundreds of passengers waiting for their flight to and from Bali, when Mount Lewotobi Laki-laki volcano on the eastern tourist island of Flores erupted on 17 June. More than 20 flights between Singapore and Indonesian island resort were cancelled on 18 June, including flights from Singapore Airlines (SIA), Scoot, and other big-name carriers.

While volcanoes don’t erupt every day, flights can be disrupted for any number of reasons – between inclement weather, technical issues, and strikes, we’re all bound to experience the hassle someday. What actually happens when your flight gets cancelled, and what do you need to do? Let’s break it down. 

Notification: Who texts you first?

Singapore Airlines: You’ll get updates via email, SMS, and even push notifications if you’ve added your trip to the SingaporeAir app. You can also opt in to alerts via WhatsApp and in more serious cases, someone might actually call you.

Scoot: You’ll hear from them through email and SMS too, as long as your contact info is up to date. Big disruptions may also pop up on their website, social media, or you might get a call if it’s serious.

AirAsia: Look out for SMS and email alerts, and if you’ve got the AirAsia MOVE app, you’ll be first to know when there’s a schedule change or cancellation.

IMAGE: CANVA

Rebooking, refunds and vouchers

Singapore Airlines: Full refunds even on non refundable fares when they cancel. Rebooking is possible, even same-day swaps to another flight. Meals, hotel and transfers may be arranged if you’re stranded overnight.

Scoot: Refunds are provided usually via travel vouchers, and it’s stress-free if you purchased the “Cancel Your Trip” add-on. Rebooking is possible but fees apply.

AirAsia: For AirAsia flyers, you can either rebook on another flight (subject to availability) or take a refund for the unused fare.

When it comes to refreshments and overnight stays for budget airlines, these services are not guaranteed and are provided at the discretion of the airline.

Urm… what about volcanos?

Airlines are generally not obligated to provide monetary compensation for flight cancellations or delays caused by extraordinary circumstances, such as earthquakes or volcanic eruptions.

Still, service and goodwill follows the standards above. Full-service carriers like SIA may rebook/refund/cover your hotel you’re stranded. As for budget airlines, if you did not purchase any add-on packages or travel insurance, you may be out of luck.

IMAGE: CANVA

What you can do (so you’re not that panicked passenger at the gate)

• Book direct – Always book direct with the airline, not through a third-party. You might save a few dollars now, but incidents like natural disasters are unpredictable. You’re going to have a hard time getting a refund or rebook if you didn’t book direct.
• Travel light, travel smart – Hand-carry essentials like medication, chargers, and a change of clothes. If you’re stranded overnight, you won’t want to be begging airport staff to open the baggage hold.
• Get travel insurance – Yes, it’s not sexy, but when volcanoes erupt or your flight vanishes, you’ll be glad you’re covered. Look for one that includes trip cancellation due to natural disasters.
• Be flexible and act fast – When flights get cancelled, alternatives disappear quickly. If you're offered a rebooking, don’t wait too long to decide. That seat may be gone in minutes.
• Stay kind – It's not the airline staff's fault that a volcano erupted or that a snowstorm hit. Everyone’s stressed, so patience and politeness go a long way.

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