Tiger Airways - bad service!

slmk

20 Jan 09, 18:20

This is the text of a letter I faxed to Tiger Airways a week ago. We have yet to receive even an acknowledgement.

*****

On 10 Nov 2008, I booked a 19 Feb 2009 flight from Singapore to Macau. On 7 Jan 2009, I received an email that the flight time had been rescheduled to some 6 hours later. This was unacceptable to me as I have a connection to make. The only response permitted in the email was to accept the alternative flight within 48 hours, giving the impression that no other option was available. However, one of the terms and conditions accompanying my original booking was:

"If your flight is rescheduled before the date of travel, and departs more than four hours before or after the original departure time, then you will be entitled to a travel credit or full refund of the unused part of your reservation if the alternative flight/s offered are not acceptable to you and you do not wish to travel. This is provided you notify Tiger Airways more than four (4) hours prior to the Scheduled Departure Time of your flight."

This information does not appear in the email notification of the schedule change, neither is there any way to reject the alternative flight and request a refund or travel credit. When I went online to try to change or cancel my flight, not only were the fares much higher, but I was also charged an administrative fee of S$40. When I tried telephoning, the customer service line put me on hold for 20 minutes until my phone card ran out of money (I am currently overseas). There is no email address or online method for contacting Tiger Airways in the email notification or on its website.

I can only conclude that Tiger Airways is relying on passengers' ignorance of the terms and conditions to force them to accept the alternative flight and avoid giving the refund or travel credit to which passengers are entitled.

kopiosatu

20 Jan 09, 18:26

that is why people have travel insurance

Midlusionz

20 Jan 09, 22:29

Wan cheap wan good service wan big boobs, where got this type of things?

parn

20 Jan 09, 23:02

Originally posted by slmk:

This is the text of a letter I faxed to Tiger Airways a week ago. We have yet to receive even an acknowledgement.

*****

 

On 10 Nov 2008, I booked a 19 Feb 2009 flight from Singapore to Macau. On 7 Jan 2009, I received an email that the flight time had been rescheduled to some 6 hours later. This was unacceptable to me as I have a connection to make. The only response permitted in the email was to accept the alternative flight within 48 hours, giving the impression that no other option was available. However, one of the terms and conditions accompanying my original booking was:



"If your flight is rescheduled before the date of travel, and departs more than four hours before or after the original departure time, then you will be entitled to a travel credit or full refund of the unused part of your reservation if the alternative flight/s offered are not acceptable to you and you do not wish to travel. This is provided you notify Tiger Airways more than four (4) hours prior to the Scheduled Departure Time of your flight."

This information does not appear in the email notification of the schedule change, neither is there any way to reject the alternative flight and request a refund or travel credit. When I went online to try to change or cancel my flight, not only were the fares much higher, but I was also charged an administrative fee of S$40. When I tried telephoning, the customer service line put me on hold for 20 minutes until my phone card ran out of money (I am currently overseas). There is no email address or online method for contacting Tiger Airways in the email notification or on its website.

I can only conclude that Tiger Airways is relying on passengers' ignorance of the terms and conditions to force them to accept the alternative flight and avoid giving the refund or travel credit to which passengers are entitled.

I hope you have enough money to buy another phone card and call them personally again, since you have enough money to buy an air ticket.

TIB1224Y

21 Jan 09, 10:47

I do not agree that budget airlines should not give good service just because you pay less. You paid to fly, the basic service should be there. Talk about QoS, this is not even the standard reached...

This budget airline in question should start thinking about customer service this moment instead of just profit! Aircraft breaking down, customers left on the ground (numerous times in Singapore and overseas), whizzing staff off the hotel just because they are scared they need to pay for the passengers' delay (Guangzhou incident), what kind of airline is this? This is not bush flying!

Maintenance cannot make it, customer service cannot make it, only revenue can... Wake up lah Tiger Airlines...

carbikebus

23 Jan 09, 11:52

Dun worry when Swissport bow off from Tiger in March,SATS will take over all ground handling operation which is more reliable.

lianamaster

11 Feb 09, 00:13

Tiger Airways so far so good...for a budget airline....

monoslayer

11 Feb 09, 00:27

count ur blessings its tiger airways, not ryanair.