compensation policy

Our compensation policy contains everything you need to know if your flight is delayed or cancelled, and the assistance we provide in these circumstances.

Our priority as a business is to get you to your destination safely and on time. However, there may be occasions when your flight may be delayed or cancelled.

 

This Compensation Policy describes the assistance we will provide in these circumstances.

 

This policy will apply if:

  • You have a confirmed reservation; and
  • We need to make a change to your reservation:
  • Prior to the day of travel; or
  • On the day of travel.

 

For clarity:

  • Events Beyond Our Control means events such as severe or inclement weather, natural events, strikes, security incidents or other events that may affect our ability to provide air transport as planned.
  • Events Within Our Control means events such as aircraft maintenance or crewing shortages, or other events within our reasonable control that may affect our ability to provide air transport as planned.


Disruptions – within 72 hours of departure

 

Delays and Cancellations due to Events Within Our Control

 

In the event of changes to our flight schedule (including cancellations) due to Events Within Our Control, the following will apply:

  • We will move you to the next available Tigerair Australia service to the same destination at no further cost.
  • If the alternative service is more than 4 hours later than your scheduled departure time and you no longer wish to travel, we will provide you with the following one-time options:
    1. We will provide you with a credit account (valid for 6 months from the date of issue); or
    2. We will provide you a refund of the amount of your Booking back to the original form of payment.

 

Delays and Cancellations due to Events Beyond Our Control

 

In the event of changes to the schedule (including cancellations) due to Events Beyond Our Control, we will provide you with the following, one-time options:

  • We will move you to the next available Tigerair Australia services to the same destination at no further cost.
  • If the alternative service is more than 4 hours later than your scheduled departure time and you no longer wish to travel, we will provide you with a credit account (valid for 6 months from the date of issue) as a one-time option.

 

You will not be entitled to a refund for cancellations or delays caused by Events Beyond Our Control.


Schedule changes – outside of 72 hours from departure.

 

Sometimes we may need to make a planned schedule change outside of 72 hours prior to departure. The different types of schedule changes and the options offered to affected passengers are outlined below.

  • If your flight is moved less than 10 minutes earlier than the original scheduled departure time or is moved less than 4 hours later than the original scheduled departure time, we will provide you with the option to change the date or destination of your Booking, subject to our change fee plus any applicable fare difference.
  • If your flight is moved 4 hours or more later than the original scheduled departure time or moved at least 10 minutes earlier than original scheduled departure time, we will provide you with the following, one-time options:
    1. Change your departure date: depart within 7 days from the original departure date, and we will waive the change fee and the difference in fare; or
    2. Change your destination: Depart within 7 days from the original departure date, and we will waive the change fee. (please note that you must pay any applicable fare difference and/or taxes and charges); or
    3. Receive a credit account: (valid for 6 months from date of issue on Tigerair Australia services only); or
    4. Receive a refund: opt for a full or partial refund for the affected Sector.

 

These one-time schedule change options are available provided you notify us more than two (2) hours before a Domestic Flight or three (3) hours before an International Flight. Once an option has been chosen and utilized, any additional or subsequent changes will be subject to the applicable fees and charges at the time the change is made.


Denied Boarding
 

On rare occasions we may request for volunteers to move to a later flight, or may need to ask a customer to do so. If this happens to you then you will be moved to the next available service to your destination at no further cost.  A credit for future travel will also be provided, with the value of any credits to be determined by Tigerair Australia (consideration will be given to your departure port and disruption time).
You will be entitled to refreshment vouchers at 2-hour intervals while you are in the airport awaiting your service.

 

If we’re unable to offer you an alternative flight until the next day and you are not at your home port, we will pay for hotel accommodation up to AUD$120 per person per night. For delays occurring in airports in all other countries, the equivalent of AUD$120 will be provided in local currency.

 

If you choose not to travel, we will provide you with a refund of the affected sector.

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