We refer to Mr Allen Tan Han Loong's letter (Grow your revenue, but do it fairly; Jan 20).
Singapore Airlines encourages customers to take up travel insurance to safeguard their travel plans, and we refer to the benefits of insurance in our conditions of contract.
The "opt-in" default was implemented in many markets, including Singapore, last year. The inclusion of insurance is clearly displayed, the cost is reflected in the booking summary panel at the payment page, and customers can opt out if they do not wish to add the insurance to their booking.
Additionally, customers who have taken insurance but later change their mind may cancel the insurance without penalty prior to departure. In such cases, refunds will be credited to the customer's credit card within 10 working days.
As with all measures that we implement, we will continue to review and refine our policies and practices to better serve our customers. We have also been in touch with Mr Tan to expedite the refund process given his experience.
Senior Vice-President Sales and Marketing