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