Marketing Mix PRODUCT N SERVICE Whether you're on board or on the ground, Singapore Airlines is pleased to serve you.

On Ground Service The following are various services provided by SIA:

Check-In Services
Depending on where passenger is he may check-in for SIA flight between 2 hours to 24 hours before the scheduled departure time. Check-in counters generally close 30 minutes before the departure time. Our Early Express Downtown Internet Return Telephone/Fax Silver Baggage First Raffles Economy Class Class Class Baggage Baggage Baggage Kris Check-In Services Include: Check-In Check-In Check-In Check-In Check-In Check-In Lounge Check-In Information Allowance Allowance Allowance

Useful Baggage Acceptance Information

 TICKETING
Electronic ticketing For the convenience of passengers, Singapore Airlines have introduced electronic ticketing for selected flights. An Electronic Ticket is no different from a paper ticket -- all the information is stored within our system. Passengers no longer have to worry about losing the tickets and changing travel plans is just a phone call away.

Cancellations, Refunds and Lost Tickets Cancellation, refund and lost ticket fee may be levied in some cases. SIA reserve the right to refund only to the person who originally paid for the ticket and to refuse refund when application is made later than 30 days after the expiry date of the ticket.

 Exclusive Personalized Ground Services

First Class customers and Solitaire PPS Club Members can experience personalized ground services from the moment they alight their cars on the departure level. Just like the service in a top class hotel, a porter will unload the baggage and a member of Premium Services team will assist the passenger through to First Class Reception lounge, an elegant facility located next to immigration.

Premium Services Officer will handle check-in. A private entrance from the lounge leads you directly to Immigration. One may then proceed to the Silver Kris Lounge or to boarding gate, relaxed and ready for the journey.

INFLIGHT SERVICES

FIRST CLASS
For the comfort of Customers, all first class seats have an adjustable Lumber Support and Foot Rests. A wide range of food and wine is provided. Book the cook service enables the passengers to order the main course in advance from a selection of popular international and Asian Delight. Passengers can also order snacks from the exorbitant variety including hot soups. Passengers can also avail for Sandwiches with Ham/Cheese and various other toppings.

RAFFLES CLASS

The level of service is similar to that of first class with excellent selection of Cuisines and Wines. Customers can enjoy the comfort of exclusively designed wider seats with extra leg room. Espresso and Cappuccino are also available. Snacks and other beverages including Ice creams are also available.

ECONOMY CLASS
On selected flights exceeding 10 Hours, customers are offered snacks. Individual kits including Knitting Socks and tooth brush sets are provided on overnight and long haul flights.

ENTERTAINMENT
Movies and Music: Latest Hollywood Movies, short feature and international news are screened in some of its flights. Several movies come with Dual language soundtrack and foreign language subtitles. Music is available in all flights. Customers can enjoy the entertainment wit their Dolby Headphones. Reading Material: A variety of newspapers and magazines from all over the world are available to SIA passengers.

Safety
Passengers are requested to fasten their seat belts. The crew offers an infant seat belt for infants in arms.

FOOD and beverages

An exquisite spread just for you.... Wine and dine in style as you travel with us in First Class. Our highly personalized flexi-dining service gives you total control over what you want to eat, when you want to eat. Take your pick from our wide selection of cuisine and our cabin crew will be happy to serve you your meals at your own pace.

ALLIED SERVICES

Unaccompanied Minors/Young Passengers

Children between the ages of 5 and 12 years old travelling alone are considered Unaccompanied Minors. Those between 13 to 16 years and travelling alone are considered Young Passengers.

Special handling is accorded to them throughout their journey with us. To avoid inconvenience, parents / guardians are requested to inform the local SIA office at the time of booking if it is for an Unaccompanied Minor / Young Passenger.

Travelling with Infants and Children

Child Car Seat Passengers may use approved car seats onboard for your child. The seat must be able to be secured onto

the aircraft passenger seat by means of the aircraft safety belt and must conform to all applicable safety standards certified for use in aircraft. You should seat your child in the car seat during takeoff, landing, turbulence or anytime the fasten seat belt sign is illuminated. Bassinets are provided on a first come first served basis. The dimensions of the bassinets are 76cm (l) x 36cm (w) x 16cm (d). Bassinets can support a maximum weight of 16kg.

SIAs Silver Kris Lounge (SKL)

It is part of the Airlines total travel experience with its facilities providing First and Raffles Class customers, and PPS Club members, with the same high standard of service on the ground as in the air. Whether you just want to relax over a drink or attend to urgent business before you begin your journey, our Silver Kris Lounges worldwide can meet your needs. Locations without Silver Kris Lounges Apart from our Silver Kris Lounges, eligible passengers also enjoy access to our contracted lounges at all other destinations. As SIA is a member of Star Alliance, there are almost 300 Star Alliance airline-operated lounges** for you to choose from wherever you are around the world.

PRICING South East Asia Destination Class Singapore (All Flights) 14 Days M 14 Days B 14 Days Y Singapore 879, 14 Days M 973 14 Days Y Validity Booking Adult Fare 7,800 8,800 9,200 6,800 7,800 8,200 Child Fare 5,900 6,600 6,900 5,100 5,900 6,200

ex-BKK by SQ63, 65, 14 Days B

Bandar Seri Begawan, 12 Kuala Penang, Jakarta, Lumpur, Months

12,700 9,600

Surabaya 1 Month B 12 Y Months 1 Month B 12 Y Months 3 B Months Y 12 Months

12,200 9,200 16,000 12,200 12,700 9,600 18,200 13,700 16,200 12,200 18,700 14,100

Denpasar

Manila

North Asia Destination Osaka High Class (direct) 45 Days M Validity Booking Adult Child Fare Fare 17,000 12,800

Season 10Jun-

15Mar-15May,

31Aug, 01Oct-31Oct Low 30Sep Fukuoka, Tokyo High Season Nagoya,

45 Days Y Season 45 Days Y

20,000 15,000 19,000 14,300

16May-09Jun, 01Sep-

12 Months

25,500 19,200

15Mar-15May, 0Jun- 31Aug, 01Oct-31Oct Low 16May-09Jun, 30Sep Seoul Season 01Sep- 45 Days (direct) 45 Days M 12 Beijing, Shanghai Hong Kong Y Months Guangzhou, 12 Y Months 7 Days M 12 Months Taipei 12 Months Y 18,700 14,100 Y 12,100 9,100 15,400 11,600 14,000 10,500 22,000 16,500 25,600 19,200 45 Days M 19,500 14,700 M 20,500 15,400

West Asia & Africa Destination Cairo, Validity Istanbul 3 12 Booking Adult Class B Child Fare Fare 27,700 20,800 32,200 24,200

Months Y

Jeddah

Months 3 B Months Y 12 Months Chennai 3 M Months Y 12 Months 4 M Months

28,000 21,200 32,500 24,400

Calcutta, Madras Delhi, Dhaka,

17,400 13,100 24,700 18,600

Mumbai, Bangalore Colombo, Male

19,200 14,400

Dubai Cape Johannesburg

12

19,700 14,800 29,500 22,200 38,200 28,700

Months Town, 4 B Months Y 12 Months

South West Pacific Destination Perth Validity Booking Adult Child Class 60 Days B 12 Adelaide, Y Months Brisbane 60 Days B 12 Y Months 90 Days B 12 Christchurch Y Months 90 Days B Fare Fare 16,700 12,600 21,700 16,300 19,200 14,400 27,200 20,400 25,800 19,400 36,600 27,500 26,800 20,100

Melbourne, Sydney, Auckland

12 Months

38,600 29,000

Europe Destination London Validity (SQ318) 6 Months Amsterdam, London, Manchester, Rome, Zurich Athens, 6 Madrid, 12 Paris, Months B 31,000 23,300 39,000 29,300 Booking Adult Class B Child Fare Fare 29,500 22,200

Copenhagen, Frankfurt, Months Y

America Destination Los Angeles, Validity San 4 12 New Months York 6 B Months Y 12 Months 32,300 24,300 37,800 28,400 Booking Adult Class B Child Fare Fare 25,300 19,200 31,000 23,300

Francisco,

Vancouver Months Y

PLACE N LOCATION Today, SIA is internationally recognized as one of the world's leading carriers. Our route network spans over 90 cities in almost 40 countries and we have a modern fleet of aircraft.

PROMOTION

SPECIAL PACKAGES
Fancy a trip to Australia? Send SIA a photo of 'Your Most Enjoyable Moment in Australia' and stand a chance to win a trip to Australia and Sony digital cameras.

Great Packages to Singapore, Bangkok and Bali! From now up to 30 September 2003, SIA passengers from India* can enjoy three exciting destinations - Singapore, Bangkok and Bali - with attractive travel packages introduced by Star Asia Travel (Singapore), in association with SIA. The packages include return travel in Economy Class on SIA from Mumbai, New Delhi, Chennai or Kolkata, 2 to 5 nights' hotel stay with daily breakfast and airport transfers. Customers can choose to take the 3-Day Singapore package, 5-Day Singapore & Bangkok package, or 6-Day Singapore & Bali package. Each package offers the option of additional hotel nights. An added bonus awaits passengers who book and pay by 15 August 2003 - a chance to explore the untamed and feast with the wildest in Singapore! They can enjoy a free Jungle Breakfast - a fun filled breakfast with a chance to meet an orangutan and other star animals; and admission to The Singapore Zoo - one of the best and most beautiful zoos in the world. Star Asia Travel has publicised their travel packages in newspapers in India and on television (Star World). They have tied up with select agents in Mumbai, New Delhi, Chennai and Kolkata to sell the packages. Direct Bangalore-Singapore services from 28th August 2003!

From 28 August, SIA launched direct flights from the Garden City to Singapore. The new Bangalore services are operated with SIA's sleek Jubilee 777 (B777-200) aircraft. En route, passengers enjoy Kris world, the world's most advanced entertainment system, on their personal screens. Flight SQ 429 departs Bangalore at 2340 hrs every Monday, Thursday & Saturday and arrives in Singapore at 0620 hrs the following day. In the opposite direction, flight SQ 430 departs Singapore (on Monday, Thursday & Saturday) at 2100 hrs and arrives in Bangalore at 2230 hrs the same night. To celebrate this occasion SIA has introduced special fares from Bangalore to Singapore and select other destinations. SIA Hop-On Bus Operating from 9am till 6pm daily, this convenient and air-conditioned bus service allows you to hop off and on at its designated stops* which include major attractions, shopping malls, restaurants and entertainment hot-spots. Its handy on-board maps and guides enable you to embark on a personal adventure of discovery on foot and rejoin the bus whenever you please.

KRIS FLYER PROMOTION

Kris Flyer News & Offers consists of all the latest news and the very best offers from Singapore Airlines, Kris Flyer and our partners. PPS CLUB PRIVILEGES THAT GO BEYOND TRAVEL AWARDS Reward yourself with more than just travel awards, with dining discounts, worldwide emergency assistance and more. As a PPS Club Member, you're only one step away from the prestigious Solitaire PPS Club status, with even greater recognition.

AMERICAN EXPRESS SINGAPORE AIRLINES KRISFLYER CREDIT CARD With every purchase you charge to your card, you will earn Kris Flyer miles. This card will be Taking you nearer to your next free flight, and the holiday of your dreams. PEOPLE

EVENTS
SIA Promotes itself by sponsoring various national and International events. Some of them are as follows:Singapore Airlines International Cup The Singapore Airlines International Cup was launched in 2000 and is one of Asia's richest horse races. It is now part of the prestigious World Series Racing Championship. The

sponsorship of $3 million drew top horses and renowned jockeys from all over the world.

Developing an Events Hub Singapore Airlines recognizes the importance of building strong relationships, not only with its customers and business partners, but also with the many communities we serve. The Singapore International Jazz Festival was brought in seeking to marry the national emphasis on developing an events city. Bring the Arts to Singapore Singapore Airlines has always been a big sponsor of the Arts, especially the performing arts. We hope to boost the national pool of creative talent in the field of performing and fine arts through our consistent support. Significant contributions to the arts include an S$15 million donation to the LaSalle-SIA College of the Arts, for the construction of new buildings for the Schools of Drama, Fine Art, Music and Design. Aside from being a regular sponsor of the annual Festival of Arts, Singapore Airlines is proud to have contributed to the local arts and events scene as a sponsor of world-class performances by the Washington Ballet, the Paris Opera Ballet, and the San Francisco Ballet, as well as internationally-acclaimed productions such as "Les Miserable", "Aida" and "A Chorus Line". Singapore into a 21st century Renaissance City and the importance of developing our national reputation as

The local arts community has also received support from SIA such as:

 the SIA-NAC Travel Grant Scheme, that provides annual free and
rebated tickets worth $250,000, for young local performers to travel overseas for education or performances;

Regular air travel sponsorship of local arts groups such as the Singapore
Symphony Orchestra, the Singapore Chinese Orchestra, the Singapore Dance Theatre and the Singapore Lyric Opera. CADET PILOT This is an entry-level position for candidates with no commercial flying experience, but has a keen interest in taking up a life-long challenge with SIA as an airline pilot. To start as a trainee you should have completed your studies and ideally be in your twenties or early thirties. Requirements - Singapore Citizens, Singapore Permanent Residents or Malaysian Citizens. - Minimum 5 credits in the General Certificate in Education (GCE) Ordinary Level Examination or its equivalent e.g. SPM. These must include credits in English, Mathematics and a Pure Science subject, preferably Physics, taken at one sitting. In addition, applicants must possess one of the following: (a) minimum 2 'A's and 2 'O's, including General Paper, in the GCE 'A' Level Examination (or its equivalent); or (b) minimum 2 Principal Passes (excluding the languages; Mathematics and Science subjects preferred) and 2 Subsidiary Passes in the STPM (or its equivalent); or (c) a Polytechnic Diploma; or (d) a Degree. - You must be medically fit and have visual acuity of at least 6/60 without optical aids, correctable to 6/6.

Training: Training to acquire an Airline Transport Pilot's License (ATPL) with Instrument Rating (IR) will be provided at pilot training schools in Singapore and overseas. The duration of training is approximately 15 to 17 months. During this time, full board and lodging will be provided. Upon obtaining the flying license, you will be trained for a period of 1 to 2 years and on successful completion you will be appointed as a First Officer. PHYSICAL EVIDENCE

CABIN AMBIENCE

The biggest bed in Business Class Measuring, with armrests lowered, an impressive 69 cm (27 inches) wide and 198 cm (6 feet, 6 inches) long, this extra space allows you more freedom to work, relax or sleep. Quite simply, there's no bigger way to be comfortable in business class today. A bigger range of exclusive features The Italian-Swiss designed Space Bed offers you unparalleled comfort, from the multiple seating

positions, to the lie-flat sleeping mode at a comfortable angle of 8 degrees inflight. Inspired by space-age technology, our unique cushioning conforms to your individual body shape. And because all Space Beds are forward facing and fitted with adjustable screen dividers, you will welcome the improved privacy and personal space when working, relaxing or sleeping. ... With some personal touches Exclusive to the Space Bed are the lowered armrests, which provide extra width, allowing you more room to sleep on your side or back. In addition, specially designed retractable screens provide unprecedented shoulder space, giving you a greater sense of freedom. Another nice touch is the extra storage space for shoes and other personal belongings. And if you wish to work onboard, every seat has its own 110-volt AC laptop power supply, removing the need for any cumbersome cords and adapters.

For Your Reading & Writing Pleasure...

Aerogramme and postcards are available on request. Free postage and handling, if required, is also available - kindly ask your cabin crew for assistance.

Toiletries
A range of toiletries including eau de cologne, aftershave lotion and moisturizing hand lotion are available in all Economy Class lavatories. Additionally, toothbrush sets, combs and disposable razors sets are also available.

 Amenity Kits
For added comfort, individual Economy Class amenity kits comprising a toothbrush set and a pair of knitted socks will be presented by your cabin crew on overnight flights exceeding four and a half hours and day flights exceeding eight hours.

Bassinets
Bassinets are provided on a first come first served basis. The dimensions of the bassinets are 76cm (l) x 36cm (w) x 16cm (d). Bassinets can support a maximum weight of 16kg.

Meals / Amenities
Special children's meals are available on all flights except Singapore / Kuala Lumpur vv. services. Requests for these meals should be made at the time of booking.

Medicines
Medicines for the treatment of minor discomfort are stocked on board. Diapers, disposable bibs, feeding bottles and baby wipes are also available on board.

PROCESS

TICKETING
Making Reservations

To make reservations, visit or phone the nearest Singapore Airlines (SIA) office, or inform the travel agent. Please pay for your ticket before the cut-off date specified by the agent. Otherwise, your reservation may be cancelled. Through bookings to any point on any other carrier routes may be made. If Electronic Ticketing is available on a particular flight, then the reservation staff will prompt about the same. If one agrees to purchase an Electronic Ticket, the staff will take down passengers credit card details as well as his address or facsimile number. Thereafter, a receipt with travel and billing details will be faxed or mailed to the passenger. At the airport, the passenger has to simply present credit card and passport at the check-in counter for boarding pass. Electronic Tickets will be issued to the credit card holder only. However, the credit card holder may purchase an Electronic Ticket for another person if both of them travel together. Cancellations, Refunds and Lost Tickets Cancellation, refund and lost ticket fee may be levied in some cases. SIA reserve the right to refund only to the person who originally paid for the ticket and to refuse refund when application is made later than 30 days after the expiry date of the ticket. Taxes or Charges Any taxes or charges imposed by Government regulations are additional to the fare and payable by customers, either with the fare or in local currency on arrival or departure.