Singapore Airlines says it is fully cooperating with the relevant authorities in the investigation of SQ321 on 20 May 2024.
An airline spokesperson said it has apologised to all onboard for their traumatic experience.
SIA is committed to providing all necessary support and assistance to the passengers who were on board SQ321. Following the incident, we:
- Provided S$1,000 to each passenger for their immediate expenses upon departure from Bangkok.
- Covered medical expenses of the injured passengers.
- Arranged flights for their family members and loved ones where requested, and took care of their local expenses.
- Assigned trained Customer Care Representatives to each passenger to provide updates and the necessary support.
For the Singapore’s Transport Safety Investigation Bureau (TSIB) preliminary findings, please refer to the report here.
All passengers who were hospitalised in Bangkok have since been discharged and returned to their home countries.
On 10 June 2024, SIA sent compensation offers directly to passengers via their registered email addresses. The offers include:
- A full refund of the air fare to all passengers, regardless of injury.
- Delay compensation in accordance with the relevant European Union or United Kingdom regulations.
- US$10,000 in compensation for passengers who sustained minor injuries.
- For those with more serious injuries, we invited them to discuss a compensation offer tailored to their specific circumstances. If these passengers required financial assistance, we offered an advance payment of US$25,000 to address their immediate needs and this will be part of their final compensation.
“We are discussing the compensation details directly with the affected passengers or their appointed representatives. We are unable to provide more details due to confidentiality reasons,” the spokesperson said.
“Passengers requiring additional assistance, or their appointed representatives, may reach out to us using the contact information we have provided, and we will respond promptly.”
