SIA enhanced its loyalty and customer experience offerings in FY2024/25 through major investments in cabin upgrades, lounge renovations, and digital innovation, including AI-powered personalisation via partnerships with Salesforce and OpenAI. Its KrisFlyer programme expanded with SG60-exclusive promotions, lifestyle integrations (Kris+, KrisShop, Pelago), and deeper Scoot connectivity to drive everyday engagement and reward flexibility.
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Singapore AirlinesSingapore Airlines (SIA) Group has reported a historic financial performance for FY2024/25, posting a record net profit of S$2.78 billion, a 3.9% increase from the previous year. This was significantly boosted by a one-off non-cash accounting gain of S$1.1 billion resulting from the Air India-Vistara merger, in which SIA now holds a 25.1% stake.
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Financial Highlights
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Group revenue reached a record S$19.54 billion, up 2.8% year-on-year, supported by strong passenger and cargo demand.
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Operating profit declined 37.3% to S$1.71 billion, due to increased operating costs and falling yields amid heightened industry competition.
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A final dividend of 30 cents per share was proposed, bringing the total dividend to 40 cents for the year (S$1.2 billion in total).
Operational Performance
The Group’s carriers, SIA and Scoot, transported a record 39.4 million passengers, up 8.1%. However, the passenger load factor dipped by 1.4 percentage points to 86.6% due to capacity growing faster than demand. Passenger yields fell 5.5%, reflecting competitive pressures across the aviation sector.
On the cargo front, flown revenue rose 4.4% to S$2.2 billion, buoyed by demand for e-commerce and perishables and sea freight disruptions. Still, cargo yields declined by 7.8% due to increased competition.
Investment and Expansion
The Group made significant strategic investments:
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A S$1.1 billion cabin upgrade for its A350-900 fleet, including new First Class cabins, aimed at elevating the long-haul premium travel experience.
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S$45 million lounge renovation at Changi Airport Terminal 2 to expand space and enhance amenities.
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Digital transformation initiatives with Salesforce and OpenAI to implement AI-powered customer service and operational solutions, reinforcing SIA’s innovation edge.
Loyalty and Customer Experience
SIA continues to invest heavily in its KrisFlyer loyalty programme, integrating new partnerships and enhancing member benefits to foster deeper customer engagement. As part of Singapore’s 60th birthday celebration (SG60), SIA introduced exclusive KrisFlyer promotions, including bonus miles accrual on Scoot flights, special redemption offers through Spontaneous Escapes, and curated shopping and travel deals on Kris+, KrisShop, and Pelago.
Lounge experiences are also being upgraded, with the SilverKris and KrisFlyer Gold lounges at Changi Terminal 2undergoing transformation to increase capacity by 50% and incorporate signature elements from the flagship Terminal 3 lounges. These enhancements are designed to offer more comfort, variety, and premium service touchpoints for frequent flyers and elite members.
Additionally, SIA’s collaboration with Salesforce and OpenAI is driving innovation in personalised customer service, using generative AI to provide more responsive and tailored interactions across digital channels. These advancements aim to deliver a seamless, consistent experience throughout the customer journey—from booking and check-in to in-flight service and post-trip engagement.
Fleet and Network Growth
As of 31 March 2025, the Group operated 205 aircraft with an average age of under eight years. An additional 78 aircraft are on order, showcasing long-term fleet modernization plans. The Group’s passenger network spanned 128 destinations in 36 countries, while the cargo network covered 132 destinations in 37 countries.
Upcoming expansions for the Summer 2025 season include increased services to major cities like London, Jakarta, and Seattle, and Scoot’s new routes to Iloilo City and Vienna.
Strategic Partnerships
The Group is deepening its alliance with All Nippon Airways (ANA) through joint revenue-sharing flights between Singapore and Japan starting September 2025. The partnership will offer customers more flexible fare options and better connectivity.
The completion of the Air India-Vistara merger marks a cornerstone in SIA’s multi-hub strategy, enabling direct participation in the booming Indian aviation market.
Social Impact and SG60 Celebrations
In honor of Singapore’s 60th year of independence, SIA launched SG60 promotions, special fares, and a S$2.6 million charitable initiative, supporting children and youth with disabilities. A special SIA Cares Open House will also be held for over 600 beneficiaries.
Outlook
SIA remains cautiously optimistic amid global uncertainties, including trade tensions and supply chain disruptions. However, with a robust balance sheet, diversified global network, and strong digital capabilities, the Group is well-positioned to seize emerging opportunities, especially in the fast-growing Asia-Pacific region.
Source: Sinapore Airlines
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