Frequently Asked Questions

General

What is ChangiWiFi?

ChangiWiFi is a personal wireless modem that connects any Wi-Fi-enabled devices to the internet with a secure network connection. Think of the Wi-Fi you have at home, just smaller in a pocket size version.

You can connect your laptop, tablet and (or) mobile phone to the Internet while you are travelling overseas, anytime anywhere. Saving you from costly data roaming, Wi-Fi hunting and loads of prepaid SIM card credits.

ChangiWiFi is pre-configured and does not require any complex installation.

What can I do with this when I travel overseas?

Get yourself connected to the internet on the go. Think about:

  • Staying in touch with your friends and family back home through text messaging and calls with WhatsApp® or Line®
  • Navigate and find your way around a foreign place with Google Maps®
  • Check your emails (especially if you are a business traveller)
  • Share your travel adventures on social media channels!
  • Find useful information for your trips. (E.g. attractions & museums opening hours, public trains and buses locations etc.)
  • And more...

Why should I rent one?

  • 24 hours convenience of collecting and returning in Singapore Changi Airport. Means you can pick up before checking in your flight, get connected when you land and return when you arrive back to Singapore. Easy huh?
  • Enjoy internet connection whenever you want. No more Wi-Fi hunting or depend on weak Wi-Fi in your hotel. Say goodbye to expensive roaming bills.
  • No obligations during your reservation process, as you pay for the rent when you collect. Surf the web on the go and keep your mind at ease with no hidden data fees.
  • You can share the connection with up to 5 mobile devices (depending on the model of the router and destination you are renting for). So, share Wi-Fi with your travel partners and go on an adventure!

Can I just rent a Travel Wi-Fi router and insert my own overseas SIM card?

Overseas Travel Wi-Fi routers are pre-configured by our dedicated operations team. You do not have to insert your own SIM card into the router. That’s the beauty of the rent service – no installation, no configuration needed, just convenient and simple to use.

What are the items I will receive when I collect ChangiWiFi?

There are the charging cables, universal charger, and user manual to guide you on using the router and of course, the router itself!

I am renting ChangiWiFi for China, can I use Google, Gmail, Google Maps, WhatsApp, Facebook, Instagram etc. during my stay there?
The Chinese authorities have restricted the use of certain websites and mobile applications in China, however, you can access these websites and mobile applications if you opt to rent ChangiWiFi with VPN ($10 a day).

Please note that access to these websites and mobile applications is restricted if you choose to rent ChangiWiFi without VPN ($8 a day). You are strongly advised to research online the list of websites and mobile applications that are banned to have a better understanding on the country’s internet regulation and policies

Reservation Process

How can I rent the ChangiWiFi for my upcoming trips?
When should I reserve?

Reserve them anytime once you have the travel dates and destinations settled. We’d suggest advance reservation during the peak travel season. ChangiWifi are assigned on first come first serve basis, depending on the availability.

Can I call or send a text message to reserve the ChangiWiFi?

Yes, of course! We are all about making it convenient for you. Our call centre operates 24 hours so you can either call our customer service officers at +65 6701 1185 or WhatsApp message to +65 9134 1516 (General Inquiry) to reserve. Let us know the following details and your consent to receive the latest deals and offerings from us.

  1. Collection Date/Time
  2. Collection Terminal
  3. Return Date/Time
  4. Destination
  5. Name (as in NRIC)
  6. Contact Number
  7. Email Address
  8. Nationality
  9. Promotion code (if any)
  10. Loss Coverage ($10 a device per trip)

Singapore Time Zone, UTC +0800

I am travelling to a destination that is not listed on the website, can I still rent a travel router?

Destination that are not listed on the website are not available for rental. Fret not, we are working to cover ChangiWiFi to as many as we grow.

Can I do last minute reservations or walk-in to rent?

Last minute orders are at the mercy of routers’ availability on the first come first serve basis, depending on the country you are renting for too. Priority is given to travellers with advance reservation. To avoid disappointment, it is best to reserve early.

Yes, you can reserve from one of the following methods:

Call Centre
+65 6701 1185
Monday - Sunday
24 Hours
(Singapore Time Zone, UTC+08:00)
WhatsApp
+65 9134 1516
24 Hours
(Singapore Time Zone, UTC+08:00)
Walk-in Rentals
Walk-in to any Changi Recommends Counters at the Departure Halls or Transit Areas in the airport.
What about the collection for last minute or walk-in reservation?

Yes, we do that too. Let us know as early as possible so there is enough time for us to prepare otherwise, you can consider walk-in to rent at these locations.

WiFi device will be subjected to availability and is on a first come first serve basis. Kindly call +65 6701 1185 or WhatsApp +65 8403 4722 (24 Hours) to check on the walk-in devices’ availability.

Note: All last-minute reservations depend on the routers’ availability for the specified destination.

How am I charged for the rental?
Standard Plan

This is a rent service where charges are incurred for the number of days the user holds on the router instead of the data usage. The charges will incur from the collection day until the day it is returned to Changi Recommends.

Charges begin from the first day of collection until the date the user arrives back to Singapore (Singapore date and time).

For example, the travelling period to Japan is from 1 January (2200 hrs) to 7 January (0100 hrs).

Date Rental Fee (SGD)
1st Jan: SGD 5
2nd Jan: SGD 5
3rd Jan: SGD 5
4th Jan: SGD 5
5th Jan: SGD 5
6th Jan: SGD 5
7th Jan: SGD 5
Total period: 7 days Total cost: SGD 35

For the latest rental rates, follow the website and social media channels closely for the latest deals, happenings and promotions.


What happens if I forget to return the router or I return it late?
Standard Plan

You will be imposed with a late fee on per day basis until the router returns to Changi Recommends. The rate will be as per the rental rate you have rented for.

For example, if the rental period is from 1 January to 10 January for Japan, at the rental rate of $5 a day, which will sum up to: $5 x 10 days = $50. If the user forgets to return it on 12 January, the payable rental will be $5 x 12 days = $60 (additional 2 days).

I am travelling to more than one country in a single trip, can I reserve for the router?

Yes, you can. Choose either Asia Package, South East Asia Package, Multi-Europe or Worldwide plan depending where you are flying to.

For example, select Japan and Korea under the Multi-Asia package if you are travelling to both countries during the same travel period. If the countries that you are visiting are not listed in the package, email us to inquire – call@changirecommends.com.sg

I am travelling to more than one country. How do the charges work? (Standard Plan)

a) Multi Asia Wi-Fi Plan (up to five countries per trip)

The rental cost is at SGD 10 daily. Charges begin from the date of collection (Singapore date and time). For example, the travelling period to Japan is from 1 January (2200 hrs) to 7 January (0100 hrs).

Date Rental Fee (SGD)
1st Jan: SGD 10
2nd Jan: SGD 10
3rd Jan: SGD 10
4th Jan: SGD 10
5th Jan: SGD 10
6th Jan: SGD 10
7th Jan: SGD 10
Total period: 7 days Total cost: SGD 70

b) Multi Europe Plan (up to 20 countries per trip)

The rental cost is at SGD 12 daily. The rent rate for the first day on the collection date is waived. Charges begin from the 2nd day (Singapore date and time). For example, the travelling period to United Kingdom is from 1 January (2200 hrs) to 7 January (0100 hrs).

Date Rental Fee (SGD)
1st Jan: SGD 12
2nd Jan: SGD 12
3rd Jan: SGD 12
4th Jan: SGD 12
5th Jan: SGD 12
6th Jan: SGD 12
7th Jan: SGD 12
Total period: 7 days Total cost: SGD 84

c) Worldwide Plan (up to 20 countries per trip)

The rental cost is at SGD17/day (promotional rate) covering your connectivity in the countries available in ChangiWiFi.

The rent rate for the first day on the collection date is waived. Charges begin from the 2nd day of collection (Singapore date and time). For example, the travelling period to Japan is from 1 January (2200 hrs) to 7 January (0100 hrs).

Date Rental Fee (SGD)
1st Jan: SGD 17
2nd Jan: SGD 17
3rd Jan: SGD 17
4th Jan: SGD 17
5th Jan: SGD 17
6th Jan: SGD 17
7th Jan: SGD 17
Total period: 7 days Total cost: SGD 119

d) United States (Transit Package)

The rental cost is at SGD 12 daily. Charges begin form the collection day (Singapore date and time). There will be no change in pricing throughout the rental duration. For example, the travelling period is from 1 January (2200 hrs) to 7 January (0100hrs).

Date Rental Fee (SGD)
1st Jan: SGD 12
2nd Jan: SGD 12
3rd Jan: SGD 12
4th Jan: SGD 12
5th Jan: SGD 12
6th Jan: SGD 12
7th Jan: SGD 12
Total period: 7 days Total cost: SGD 84

Transit Destinations include:
Hong Kong, Japan, South Korea, Taiwan, Philippines, UAE, Qatar, Europe + United Kingdom, Malaysia, Vietnam and Indonesia

e) Europe & Middle East Package (up to eight countries per trip)

The rental cost is at SGD12 daily. Charges begin from the collection day (Singapore date and time). There will be no change in pricing throughout the rental duration. For example, the travelling period is from 1 January (2200 hrs) to 7 January (0100 hrs).

Date Rental Fee (SGD)
1st Jan: SGD 12
2nd Jan: SGD 12
3rd Jan: SGD 12
4th Jan: SGD 12
5th Jan: SGD 12
6th Jan: SGD 12
7th Jan: SGD 12
Total period: 7 days Total cost: SGD 84

f) Japan & South Korea

The rental cost is at SGD8 daily. Charges begin from the collection day (Singapore date and time). There will be no change in pricing throughout the rental duration. For example, the travelling period is from 1 January (2200 hrs) to 7 January (0100 hrs).

Date Rental Fee (SGD)
1st Jan: SGD 8
2nd Jan: SGD 8
3rd Jan: SGD 8
4th Jan: SGD 8
5th Jan: SGD 8
6th Jan: SGD 8
7th Jan: SGD 8
Total period: 7 days Total cost: SGD 56

Loss and Insurance

What happens if the router is missing, lost or damage?

We have to replace a brand new set for the missing and (or) damaged one. There are two ways to this.

a) Loss or damages

Loss, Damage of the following items Charges (SGD)
Wi-Fi router and SIM card 300
Carrying case 25
Converter plug 25
Cable 25
Portable charger 30

b) Get insurance coverage at $10 per trip

If you have opted for insurance when you reserve with us, good news is, it is covered. Please contact us immediately and let us know when you lost the router, damage it or was it stolen. Call our hotline +65 6701 1185 to notify us, follow up with an email (call@changirecommends.com.sg) within 48 hours from the happening with:

  • Detailed description of the happening that surrounds the theft, loss or damage, including date and place of event
  • Name of the customer service officer that you have contacted regarding this issue
  • Provide an official police report to us as an evidence of loss, damaged or theft.

Modifications and Cancellation

My travel plans have changed, and I need to make changes in my reservation. How can I modify it?

You may email to us at call@changirecommends.com.sg to inform us of your changes.

How can I cancel my reservation?

You may email to us at call@changirecommends.com.sg or drop us a WhatsApp message to +65 9134 1516 (General Inquiry) to inform us of your changes

Collection and Usage

Where do I collect my ChangiWiFi?

Departure Halls (Collection, Walk-in)

Terminal 1
Departure Hall (Public Area)
Level 2
24 Hours
Beside entrance door 4
Terminal 2
Departure Hall (Public Area)
Level 2
24 Hours
Opposite Check-in Row 10
Terminal 3
Departure Hall (Public Area)
Level 2
24 Hours
Opposite Check-in Row 9
Terminal 4
Departure Hall (Public Area)
Level 2
24 Hours
Opposite Check-in Row 3

Transit Area (Collection, Walk-in)

Terminal 1
Transit Area (After Immigration)
Level 2
24 Hours
Beside West Information Counter
Terminal 3
Transit Area (After Immigration)
Level 2
24 Hours
Beside South Information Counter

Arrival Halls (Return)

Terminal 1
Arrival Hall (Public Area)
Level 1
24 Hours
Beside Starhub
Arrival Hall (Public Area)
Level 1
24 Hours
Opposite Baggage Belt 22, 24 hours
Terminal 2
Arrival Hall (Public Area)
Level 1
24 Hours
Beside Starhub Meet & Greet
Arrival Hall (Public Area)
Level 1
24 Hours
Opposite Crave
Terminal 3
Arrival Hall (Public Area)
Level 1
24 Hours
Opposite Baggage belt 42
Terminal 4
Arrival Hall (Public Area)
Level 1
24 Hours
Opposite Paris Baguette
Arrival Hall (Public Area)
Level 1
24 Hours
Next to Meet & Greet

Beyond Airport

Seletar Airport
Departure Counter (Public Area)
Level 1
0700Hrs – 2000Hrs
Beside Firefly Counter
Arrival Counter (Public Area)
Level 1
0700Hrs – 2000Hrs
Beside Information Counter



Public area – before immigration

What are the required documents do I need to provide when I pick up the router from Changi Recommends?

Just the reservation number and your credit card for payment at the point of collection.

Is there a user guide to guide me on connecting the router?

Yes, the user guide is enclosed in every bag to help you getting connected overseas.

How do I get connected for the first time?
  1. Turn on Overseas Wi-Fi Router.
  2. Enable the Wi-Fi function on the mobile gadgets (mobile phones, tablets, laptop etc.).
  3. Choose the SSID name and enter the password on your mobile phone.
  4. SSID and password are indicated on the router.
  5. You are connected to Wi-Fi automatically when the hotspot is on.

Note: Wi-Fi connection speed depends on the country’s network infrastructure.

Will a non-4G mobile device be compatible to use on a 4G router?

As long as the mobile device has Wi-Fi connectivity function, it is not a need to connect with a 4G mobile device. 4G connection refers to the speed the data is being transmitted for accessing the Internet.

How many devices can I connect to the router at the same time?

Depending on the model of the ChangiWiFi and the country you are renting for. On average, it lets you hook up to five mobile devices in a single time.

What is the connectivity distance between the router and the mobile devices?

The network range is approximately 10 metres in radius without any obstacles.

What is the estimated battery life of a fully charged router?

The average battery life is approximately five to eight hours, depending on the number of connecting mobile devices, data usage and radio wave condition.

How can I troubleshoot if I face any issues with the router?

Try to turn off the router and on it again. Otherwise, try to re-insert the SIM card and restart the router again.

If the problem persists, take photo of the screen on the device and contact us at

Email
call@changirecommends.com.sg
24 hrs,
Mondays to Fridays
(Singapore Time Zone, UTC+08:00)
Call Centre
+65 6701 1185
24 Hours
(Singapore Time Zone, UTC+08:00)
WhatsApp
+65 8403 4722 (Troubleshooting only)
24 Hours
(Singapore Time Zone, UTC+08:00)

WhatsApp is for text messaging only, please do not WhatsApp call (video and voice)

Accessing popular sites or apps in China and UAE

For travellers to China: Popular websites and applications such as Facebook, Google, Instagram, Twitter, WhatsApp and more are banned in China.
To help skip past that, ChangiWiFi offers routers with VPN (Virtual Private Network). However, do note that the country’s authorities constantly update their network systems.
As such, Changi Recommends shall not be responsible for the VPN’s performance.

For travellers to UAE: VoIP service providers such as WhatsApp, Viber, Facebook Messenger and SnapChat are banned.
Unfortunately, ChangWiFi does not provide VPN for the country. Users may wish to use their own VPN at their own risk. Do note that the country’s authorities constantly update their network systems.
Changi Recommends shall not be responsible for the VPN’s performance.

Fair Usage Policy (only applicable for Standard Plan)

What is Fair Usage Policy?

Fair Usage Policy is a set of guidelines implemented by the country's local carrier (Internet Service Provider, ISP) to limit the amount of data consumed by the end user. Once the estimated data cap is reached by the end user, the internet speed will either throttle to a slower speed (still accessible to the internet) This is to prevent data abuse and violation of data service agreement, such as bandwidth hogging.

The carrier reserves the right, without notice or limitation, to deny or terminate, modify, disconnect or suspend the service if the end user engages in unfair usage, in excessive or abusive usage on the ISP, at their sole discretion, determines that action is necessary to protect the network from harm or degradation.

Changi Recommends is not liable if the connection service is terminated when the end user has reached the given data limit.

How do I know if the ChangiWiFi I rented for has data limit?

There is usually an indication on the screen to show the amount of data consumed. Please check with our customer service for assistance.

Country

Implication

Daily data limit (estimated)

Canada

No implication

Unlimited at LTE/3G coverage

Cambodia

Japan

Malaysia

Mexico

South Korea

Taiwan

U.S.A.

Vietnam

Australia

Network speed will slow if user exceeds it

500MB a day at 4G/3G coverage

Brazil

China

Colombia

Egypt

Europe

Hong Kong

Indonesia

India

Laos

Macau

Middle East

Myanmar

Morocco

New Zealand

Philippines

Puerto Rico

Russia

Sri Lanka

South Africa

Thailand

 
What happens if I exceed the data limit?

If data consumption exceeds its given capacity, you may experience either slower internet speed or termination/suspension of internet connection by the local ISP.

Return and Payment

How do I pay for my ChangiWiFi rental?

Payment is done upon collection at Changi Recommends counters, we accept cash in Singapore dollars, NETS, Debit and Credit Cards.

The rental is chargeable from collection day until the day you return the router to us.

Is there a deposit?

No. No deposit is required

Where do I return the ChangiWiFi?

You can return the router either directly to Changi Recommends in Changi Airport or Seletar Airport.

Arrival Halls (Return)

Terminal 1
Arrival Hall (Public Area)
Level 1
24 Hours
Opposite Starhub
Arrival Hall (Public Area)
Level 1
24 Hours
Opposite Baggage Belt 22, 24Hrs
Terminal 2
Arrival Hall (Public Area)
Level 1
24 Hours
Beside Starhub Meet & Greet
Departure Hall (Public Area)
Level 2
24 Hours
Opposite Crave
Terminal 3
Arrival Hall (Public Area)
Level 1
24 Hours
Opposite Baggage belt 42
Terminal 4
Arrival Hall (Public Area)
Level 1
24 Hours
Opposite Baggage Paris Baguette
Departure Hall (Public Area)
Level 2
24 Hours
Next to Meet & Greet
Seletar Airport
Departure Counter (Public Area)
Level 1
0700Hrs – 2000Hrs
Beside Firefly Counter
Arrival Counter (Public Area)
Level 1
0700Hrs – 2000Hrs
Beside Information Counter



Public area – before immigration

 Email Us

call@changirec.com
24 Hours
(Singapore Time Zone, UTC+08:00)

 Call Us

Reservations, Enquiries and Assistance
+65 6701 1185
24 Hours
(Singapore Time Zone, UTC+08:00)

 Whatsapp ID

Text for Technical Support
+65 8403 4722
24 Hours
(Singapore Time Zone, UTC+08:00)

 Whatsapp ID

Text for General Enquiries
+65 9134 1516
24 Hours
(Singapore Time Zone, UTC+08:00)