Beware of Tiger Airlines (Singapore)!!

[djm1965]

On Wednesday my sister and I were booked with Tiger Singapore to fly from Changi>Hong Kong at approx 4pm. Decided to check its progress through the Changi Airports website (departures table) about 1pm. Couldnot find the flight at all - so checked the Tiger website (by this time it was 1.40pm and we just called a taxi to take us to the Airport). SHOCK! Our 4.25pm had been "magically" moved to 2pm. Panic sets in at this moment and we contact Tiger who "swear" that an email had been forwarded to my sisters email account earlier in the morning. Ofcourse there was NO email. Our option...buy another 2 tickets (Sing $520) for the following day at 6.40am departure (which was the next available flight) . So there goes a half day in Hong Kong as well as a night accommodation up in a puff of smoke.

But as "magic" would have it we received our new itinerary at about 2.10pm then at 2.17pm came the email advising us of the flight rescehedule from 4.25 to 2pm. What an absolute JOKE! The attitude of the staff member on the phone was "Well you missed your flight and we <supposedly> advised you so you will have to purchase new tickets".

I am Aussie and I have NEVER flown with Tiger ... and as most people are aware they were suspended from flying for many weeks in Australia due to safety issues. Well no bloody wonder if this is the way they do business. Im surprised by this (especially in Singapore) as I know they've been established in Singapore longer than Australia and I was expecting there professionalism and standards to be of a higher level. Silly me. Im writing a letter to the CEO and attaching the relevant evidence.. deep down I know I'll be lucky to get a reply/response but Tiger ruined a well organised holiday and from this day I VOW and DECLARE NEVER to use this Airline again. I know that through other various posts my sistrer and I are not the only ones to be at the "receiving end" of Tigers poor communication and customer service strategies.

 

[Isochronous]

This is why LCCs are a blight on the aviation landscape.

 

[Alanslegal]

Why didn't you fly JQ/3K SIN-HKG instead? You are a QP member so would have given been allowed to use the SIN J Lounge

Sadly I don't think writing a letter will get you anywhere. I do recommend flooding their Facebook wall with your complaint though as that will get their attention.

 

[jetlagger]

Expected of most LCCs to perform this type of ritual... Simply De ja vu!!

 

[yohy?!]

I don't condone the behavior by any means and recommend you explore charging back the airfares with your credit card provider. That being said you have booked on one of cheapest LCCs possible in terms of price and quality....it really is a case of buyer beware in all things.

 

[Sprucegoose]

I suspicious of anything tiger, except tiger beer!!

 

[wmetz]

When Im flying from HK I always check my bags in early at the city Airport drop offs.
Then no chance of making mistake, as get boarding pass early with clear departure times printed etc.

 

[serfty]

I'm not sure Tiger use ITCI at HKG - in any case the OP was travelling from SIN. (Although, Changi does have an "early check in" service - if Tiger uses that.)

Posted on a wing and a prayer ...

 

[markis10]

TR does have an early checkin, from 10AM same day flights.

 

[oz74]

Buyer beware!

 

[Sprucegoose]

Buyer beware!

Caveat Emptor!!

 

[marks]

What really sh|ts me about some LCC is they are lumped together as one bunch of mugs.
AirAsia/X, JetStar I've had painless experiences but I've never flown more than 4hrs with them. As long as you realise the service level and the service is provided.
The tiger method of cancelling a flight and thinking that a refund (at their leisure) is sufficent coverage for their lack of professionalism isn't acceptable. Last minute flight purchases aren't low cost.
Tiger should be made responsible for completion of the journey if they have failed to provide that service, including the cost if other airlines are required (and accom if required). Or flight insurance companies might start offering loadings or exclusions if you use tiger. Wouldn't that change the game.

Cheers.

 

[Paddy55]

Sometimes you get what you pay for... and that might include (no) service and (late) email.

 

[Timba-Jet]

A flight schedule change of 2.5 hours, on the day of departure is not acceptable LCC or not.

In previous eras it was always required to confirm your booking 24-48 hours out, perhaps we need to do this for the likes of Tiger (even though we should not have to)

 

[eastwest101]

I would imagine in the OP can prove that the change of flight time email was sent too late to effect the original journey then the airline involved will have a pretty tough time proving that the OP isn't entitled to a refund. Notification at 2:10pm of a new flight departure time of 2pm is clearly unacceptable. I am assuming that the OP can prove this pretty easliy by time and date stamps on emails.

A bit of a dumb question but if the OP does charge-back on their credit card what steps do the CC providers have to go through to satisfy themselves that the chargeback or reversal is legitimate?

 

[marks]

But re-booking and moving to a flight in 2hrs is one thing. Other than Syd-Mel, there maybe only one or two tiger flights a day, or less.
The pax has to fund extra taxis, food, accomodation and if the next tiger flight can't make the on-going schedule flights on another airline and chasing Tiger for the refund for weeks. These are reasons we look for travel insurance.
The possiblity of this happening with Tiger vs. SQ, QF, 3K etc., must soon come be a target for a loading on insurance if you fly with them.
I do agree you get what you pay for but I can pay less on AirAsia or Jetstar or Dragonair and still get a value and guaranteed service. You can pay alot and get cough value (BA).
The point I was trying to make was not all LCCs are the same. And most want repeat business!
I'm sure this would be one of the reasons SQ wants to distance itself from Tiger and launch Scoot.

Cheers.

 

[pat25d]

What really sh|ts me about some LCC is they are lumped together as one bunch of mugs.
AirAsia/X, JetStar I've had painless experiences but I've never flown more than 4hrs with them. As long as you realise the service level and the service is provided.
The tiger method of cancelling a flight and thinking that a refund (at their leisure) is sufficent coverage for their lack of professionalism isn't acceptable. Last minute flight purchases aren't low cost.
Tiger should be made responsible for completion of the journey if they have failed to provide that service, including the cost if other airlines are required (and accom if required). Or flight insurance companies might start offering loadings or exclusions if you use tiger. Wouldn't that change the game.

Cheers.

I disagree.

To make companies responsible for losses above what the price of the product/service (apart from negligence etc.) is is setting a bad precedent.

My $1.50 fare for the bus then becomes a million dollar risk to the bus company if they get a flat tyre and I miss my meeting to hedge fuel prices.

 

[marks]

I'm sure that your next bus should only be 30 mins away and your cognac will be warmed for your delayed hedge fund meeting.
Qld Rail were shown recently to be spending $6k a month on taxis for passengers which were stranded by train failures...

Products and services that cause injury. misadventure or damages aren't limited by their purchase price. Indemnity insurance is used to cover this risk.

If you cancel a flight because of a volcano, that is one thing. We need travel insurance for this remote but real risk.
If you bring a flight forward two hours on the day to meet an operating reason, and you have received payment and sent a ticket for this service, you should bear the cost of that arrangement. Why should the pax or insurance company take this risk.

Maybe tiger calls travellers on their services Punters rather than Passengers! It is an each-way bet!

Cheers.

 

[Austman]

But as "magic" would have it we received our new itinerary at about 2.10pm then at 2.17pm came the email advising us of the flight rescehedule from 4.25 to 2pm. What an absolute JOKE! The attitude of the staff member on the phone was "Well you missed your flight and we <supposedly> advised you so you will have to purchase new tickets".

I'd be taking a look at the full email headers ("all headers" it is sometimes called and you should be able to see them with a view option on your email browser) to see when the email was actually sent. Look for the earliest date/time you can find.

 

[Cruiser Elite]

=> OP djm1965 - I am so sympathatec to your unfortunate experience - not sure how I would have reacted if I had experienced same.

BUT

At risk of sounding like I am defending Tiger Sing - I certainly am not - but i have flown them a dozen times ex SIN / HKG / CRK - never a glitch - never late except out of CRK but thats Phils for you - guess I must be luckiest person alive - but I might add NEVER have / NEVER will fly Tiger Oz.

I know this does not help you - just thought I would throw in my $0.02 worth.

Might add that Tiger Sing only LCC I have ridden where FA's have attempted to police no outside food policy - I just smile and ask do they want to see the dietary reqs letter I have from my doctor in O/H bin? But while you there honey - can I have a G & T / or can I have one of those red wines you sell in a CAN - gotta love that.