Well, I certainly wasn’t very happy when Tiger cancelled our 11.10 am flight to Sydney and re-scheduled us to fly at 6.30 pm the NEXT day.
But the offer from Tiger to give us a credit for the fare, instead of a refund, really annoyed me. I received an email confirming the credit, and then I called the call centre after we returned and asked for a refund instead, The call centre operator was hard to understand and evasive, but the essence of his response was that the call centre couldn’t depart from the “policy”. However, he did refer me to the website for the contact details of a “customer support” address, which was a postal address (in Gladstone Park).
I’m a bit old-fashioned, I suppose, and I’m OK with writing a letter. So, doing the best I could to keep my emotions under control, I composed a letter to “Customer Support”. By my calculations, on the same day that the letter would have been received, I received an email response, to the effect that “as a gesture of goodwill” the fare would be repaid.
The letter also stood by the assertion that weather conditions had caused the flight to be cancelled, and hinted that I ought to have taken travel insurance! Just the same, credit to Tigerair for responding quickly, and for (eventually) doing the right thing. I guess some compensation towards the much higher fare we had to pay to Jetstar would be step too far for a low cost carrier. In the meantime, I’ve posted reviews setting out our experience on both TripAdvisor and Skytrax, so they allowed me to let off a little steam!