Angry Flyers Lounge-Another Tiger mauling at Canberra

Tiger recently announced it was appointing customer service officers and making itself accountable and accessible to the travelling public.

How then can it explain this complaint involving the deliberate misleading of a passenger, and his then being stranded, at Canberra on Tuesday night?

Since when is offering low cost airfares an excuse for misleading conduct resulting in financial loss to the customer?

Tiger’s reply to all of these concerns has been sought.

My son was booked to fly on Tiger airlines from Canberra to Melbourne on July 28th at 2140 (9:40pm).

He received a sms message from the company that the flight was delayed would not be leaving until 2155 (9:55pm). He arrived at the Tiger airlines check in desk at 9:00pm some 55mins before the scheduled flight time.

The desk was closed and the notice said the flight was closed. There were no staff. He was not alone, some 8 to 10 other passengers were also there, bemused and worried and a little confused.

He proceeded to the departure lounge, to be met by a security official who said the flight had closed and was gone. I’m not sure if this was in fact true but again were no airline staff to consult.

On returning to the desk an airline staff member (I think there is only 1 in Canberra, maybe 2) had returned and told him that he (and the others) had missed the flight and that the terms and conditions of the ticket said that a passenger was required to be there 45 mins before the actual departure time.

I will not dignify this excuse with an argument as the logic, when a flight leaves before either scheduled times advertised, defies penetrance.

My son was not going on this flight to get to another airport, he actually had a purpose for travelling to Melbourne which he has now missed. I assume very few of the other stranded passengers also had no purpose to their flight or its timing. This has cost him his hard earned money (and some of mine).

At the absolute least, I expect him (and the other passengers if there is any ethical behaviour in the company) to receive an apology along with a complete refund of the fare. An act of good faith would also include the cost of his return fare which was with another airline due to his requirement to return for an important soccer match (also unrefundable) .

Having spoken to several people now at work about this I am no longer amazed at the ridiculous nature of this situation as it appears this airline is fast gaining a reputation.

I asked Tiger’s telephone operator for the refund. He said he would have to refer this to Singapore! I then asked to have the person with the authority to decide on my request to ring me back on the number I gave him. I have not heard from anyone and my PA would have given me a message if I had been out.

All airlines run late sometimes but to leave early and leave people stranded? What sort of business model is this?
I fully intend to pursue this but they don’t even have a 1800 number so you are paying all the time you hanging on waiting to talk to them about their incompetence.