I. BROWSING QUERIES

II. RESERVATION QUERIES

III. PAYMENT QUERIES

I. BROWSING QUERIES

1. What type of browser should I be using?
Tradewinds recommends the use of an SSL("Secure Sockets Layer")-enabled browser such as Netscape Navigator 4 or Microsoft Internet Explorer version 5.0 (or higher). In order to complete a booking successfully, Tradewinds requires the use of SSL-enabled browsers. To activate SSL for Internet Explorer, select the option within the "Advanced" tab of the "Internet Options" menu (and the equivalent for Netscape Navigator).

2. My Internet connection disconnected while I was making a booking. Will I be billed?
Bookings that are only partly completed will not be charged to your credit card account. If you did not complete the booking or did not receive an email confirmation of your booking, please begin your transaction again. If you have any enquiries about this, please send an email to: [email protected]. Our staff will be glad to assist. Please note that this service is only for enquiry purposes. All bookings must be done through our website.

3. I've forgotten my password. What can I do?
To retrieve your password, please click the "member login" button located on the home page. Follow the prompts and fill in your registered Member ID. Your new password will be sent via email to your registered email address. Please note that your email address has to be valid.

1. What is the difference between Packages and Hotel?
Packages are free-and-easy holidays that include a minimum of 2 nights’ hotel accommodation and seat-in-coach airport transfers. Seat-in-coach transfer refers to a regular scheduled coach transfer, which does not operate on an exclusive or private basis.

Hotel tariff offers you the flexibility of building holiday itineraries by combining other optional services like transfers and sightseeing tours to create a full and personalized travel experience. Kindly take note that transfers and/or tours must be sold in conjunction with accommodation.

2. What does the different Package Status mean?
1) "Available" ("AV") means that your request is available and can be confirmed upon completion of the booking.
2) "On Request" ("OR") means that the service is not available for the dates specified. Tradewinds will direct your request to the relevant suppliers and respond to you within 3 business days on your booking status. If we are unable to confirm the initial accommodation requested, an alternative option may be offered via email. No payment will be processed unless you accept and confirm the offer of alternative accommodation.

3. Where can I find the Booking Terms & Conditions?
Please click on the "Hotel" link for the Terms & Conditions, Cancellation Policy and additional information relating to the package you have purchased. There is also a popup window with additional information on your flight, transfer or accommodation before you proceed to book.

4. Where can I find the flight information?
Please click on the "Package" or "Hotel" link for the flight details. For more updated flight information, please refer to http://www.singaporeair.com.

5. Why am I paying different prices for different flights?
We have more flight choices for you now. The difference in prices are due to the different fare types.

The table below gives you the details:

	ECONOMY		BUSINESS
	SWEET DEALS	FLEXI SAVER	BUSINESS
Itinerary Change	Allowed	Allowed	Allowed
Cancellation/Refund	Not Allowed	- Allowed Before Departure - SGD150 After Departure - No Refund	Allowed, General Fee of SGD150
No Show Fee	Applicable, SGD150	Applicable, SGD150	Applicable, SGD150
KrisFlyer Miles	Not Allowed	Allowed	Allowed
KrisFlyer Upgrade Award	Not Applicable	Applicable	Applicable

FARE FAMILY	CHANGE FEE		CANCELLATION FEE
	TOTALLY UNUSED	PARTIALLY UNUSED	TOTALLY UNUSED	PARTIALLY UNUSED
BUSINESS CLASS	No Charge		SGD150
ECONOMY FLEXI SAVER ("H")	No Charge		SGD150	No Refund
ECONOMY SWEET DEALS ("N")	SGD30		No Refund

6. Are single travelers allowed to book the packages?
Our package prices are per person based on double occupancy (an industry standard). All prices for air ticket and hotel packages are quoted for a minimum of two passengers who are to travel together throughout the entire journey. However, we do not restrict bookings made by single travelers. For such bookings, please email us at [email protected].

7. What is the child policy?
Where airfares are concerned, if there is only one paying adult, a maximum of 2 children is entitled for child fares. The third child will have to pay an adult fare, unless there is an accompanying adult.

Tickets for children must be bought together with an adult ticket, where the traveling adult is at least 18 years of age. Children are eligible for special fares if between the ages of 2 through 11 on the date of departure. A booking made before a child’s 12th birthday, for departure on or after this day, will no longer be eligible for the child fare.

8. What is the maximum number of rooms I can book online?
This is dependent on the number of passengers in your flight booking reference. You are only allowed to book one additional room - for e.g. if you have a party of 2, you can book up to 3 rooms; if you have a party of 4, you can book up to 5 rooms.

9. I do not need accommodation. Can I book transfers and tours only?
No. Transfer and tour services must be purchased in conjunction with accommodation.

10. Can I book Hotels, Tours and Transfer Services without making a flight reservation?
You must have a ticketed Singapore Airlines or SilkAir Booking Reference* and your booking must contain a flight sector to your intended destination in order to book Hotels, Tours and Transfer Services. For e.g. you are only allowed to book the hotels and tours in Hong Kong if you have made a flight booking from a point of departure to Hong Kong.

*A booking reference is the 6-character alphanumeric code issued when a booking is made in the Singapore Airlines or SilkAir reservation system. It is used by our reservation, ticketing, and customer service staff to locate your reservation records and electronic tickets.

11. Why am I unable to book the packages?
You will see a message "We are unable to proceed with your request due to non-availability of flight on date requested or condition of minimum 2 to travel not met". Please request another date or ensure that you key in a minimum of 2 passengers. For flight schedule details, please refer to Singapore Airlines or SilkAir websites. If you require any further assistance, kindly contact us via email (please refer to "Contact Us").

12. Why am I unable to continue with my booking when I tried to extend my return flight?
This is most likely due to the reason that you are extending your stay without purchasing any extension nights of your accommodation with Tradewinds. If you wish to return on a later date with no extension nights, please contact us at [email protected] on your request.

13. How do I know if my booking is confirmed?
You will receive an email notification on the Booking Status containing your Booking Reference. It will indicate the status of the services booked.

14. What is an electronic ticket or e-ticket?
Electronic tickets are stored within the airlines reservation system rather than printed on a paper copy. This service is similar to the traditional paper ticket process, but eliminates the time and hassle associated with purchasing or exchanging a paper ticket.

15. My flight booking involves an electronic ticket. What documents do I need to present upon check in?
When you arrive at the airline check-in desk you will be required to present the following items in order to receive your boarding pass:

1) An official form of identification i.e. passport
2) Your e-ticket and relevant travel vouchers
3) The credit card used for payment

17. How do I retrieve my booking to check on the confirmation status?
Please click on the "My Booking" tab to access your booking details. You may search your booking record by keying in the booking reference or your name.

18. Can I make an amendment or cancellation through the website?
If you would like to amend or cancel your booking, please email us at [email protected]. Amendments and cancellations are subject to the rules of the fare that you have purchased.

III. PAYMENT QUERIES

1. What is the selling currency of your packages?
Your package will be quoted in the currency based on your point of departure. The following currencies AUD, CAD, EUR, GBP, HKD, JPY, NZD, SGD, THB, TWD and USD will be offered, the default being USD.

2. Do I have to contact Tradewinds to make a payment if I have multi-destinations in my booking?
No, you can still make payments on our website. However, you are required to make separate payments for each individual sector traveled. For e.g. if you are traveling from Sydney to Singapore and then to Bali, two separate transactions will be required; you will have to pay for the land package in Singapore and another time for the land package in Bali.

3. When do I need to make full payment?
You are required to make full payment upon full confirmation of the booking. Failure to make full payment within 48 hours of the booking confirmation will result in an auto-cancellation of the booking.

4. What does the message "Transaction not within allowed range" mean when I am about to enter my credit card details for payment?
Our booking engine can only process a maximum amount of SGD 5,000 or equivalent. If your total purchase price exceeds this amount, you will see the message "Transaction not within allowed range". Please contact us to make a payment.

5. What credit cards are accepted?
We only accept payment by personal cards issued by Visa and MasterCard. The credit card holder must be part of the travelling party. If not, kindly email Tradewinds who can assist to arrange other forms of payment for example, telegraphic transfer or bank draft.

6. I do not own a credit card. Do you accept other modes of payment?
We only accept payment via credit card for completion of online bookings. If you do not own a credit card, please contact us to make your booking.

7. Is it safe to provide my credit card number online?
The website is secured using the industry-standard SSL security protocol. SSL encodes any sensitive or personal information so that this information is kept secure during transmission. In addition, Tradewinds does not retain your credit card information.

8. Why is payment using my credit card declined?
Please check if the credit card that you are using is 3D Secure (3DS) enrolled. 3D Secure is adopted by VISA (Verified by Visa) and MasterCard (MasterCard SecureCode) and occurs only when you make a purchase using a credit card that has already been enrolled in the program of the issuing bank. If your credit card is enrolled in 3D Secure, you will be required to enter your PIN for authentication at the Payment Details screen after entering your CVV number. If the authentication is successful, you will be directed to the purchase confirmation page. If the authentication is unsuccessful, you will be presented with an error message "System Error during Secure3D authentication". Likely cause of this error is that the bank 3D Secure settings are not complete. Kindly check with your credit card issuing bank.

9. Who can I approach if I need help?
Our customer service team will be happy to provide any assistance.

Our contact details are as follows:

Address:
3, Tampines Central 1,
#02-03, Abacus Plaza,
Singapore 529540

Telephone:
+65 6438 8822

Facsimile:
+65 6490 0533

Email:
[email protected]

Operating Hours(Singapore Time):
Monday - Saturday: 0930hrs till 1800hrs
Public Holidays: Closed

Call Centre Operating Hours(Singapore Time):
Monday - Saturday: 0800hrs till 1930hrs
Public Holidays: 0800hrs till 1700hrs

Alternatively, please refer to "Contact Us" for details.