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Our priority as a business is to get you to your destination safely and on time, having experienced our exceptional service.
There are many factors involved in getting a flight safely into the air, some of which are within our control but some which are outside of our control. For these reasons, there are occasions when we need to make changes to our flight schedules. This Policy sets out the compensation and assistance we will provide to you where your flight has been delayed or cancelled.
You may also have additional rights (including under the Consumer Guarantees in the Australian Consumer Law, for example) where your flight is delayed or cancelled and we cannot accommodate you on to a new service within a reasonable time. The Consumer Guarantees give consumers certain rights in relation to the products and services we supply which we cannot exclude, restrict or modify. Please see our Consumer Guarantees page for more information on your rights under the Australian Consumer Law.
The information provided in this Policy is not intended to be an exhaustive statement of your rights under the Australian Consumer Law, and you may be entitled to a refund or compensation in additional circumstances and for costs not specifically listed in this Policy in the event we delay or cancel your service.
You may be entitled to the assistance set out in this policy where you have a confirmed reservation on a Tigerair Australia flight and we need to make a change to your reservation before or on your day of travel.
If we need to change or cancel your flight 72 hours or more prior to your scheduled departure time, we will contact you using the contact details provided in your booking (which may be by phone, text or email) to advise you or your nominated booking contact of the change to your flight details.
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:
If we need to change or cancel your flight within 72 hours of your scheduled departure time, we will notify you of the disruption as follows:
In the event we delay or cancel your scheduled service for an Event Within Our Control (see section 6) and your new service is more than 4 hours later than your scheduled departure time, we will provide you with the following options:
In the event we need to delay or cancelled your scheduled service for a reason other than an Event Within Our Control and your new flight time is not suitable to you:
You may be entitled to claim compensation for reasonable costs you incur as per section 8.
In the event we do not provide you with the product or service you paid for and this failure is not due to your act or omission (for example, you will not be entitled to receive a refund if you breach the terms and conditions applicable to a service which results in us failing to provide you with the service). You may request a refund of the amount you paid for the product or service in accordance with the procedure outlined in the terms and conditions for that product or service.
Tigerair Australia considers the following matters to be Events Within Our Control:
If Tigerair Australia delays or cancels your flight due to Events Within Our Control or you are Denied Boarding (as per section 5) and as a result, you are delayed overnight while you wait for your new Tigerair Australia service, you will be entitled to claim under this Policy the reasonable cost of hotel accommodation (if you are not at your home port and if we do not organise accommodation for you) up to $120 per person per night.
Your claim should be submitted by contacting our Customer Support Portal in the first instance. Please keep receipts for all amounts you are claiming. We will not be able to reimburse you for any reasonable expenses if you are not able to provide us with evidence to our reasonable satisfaction that you incurred these costs.
In addition to the reasonable costs we will reimburse as outlined above, you may also be entitled to reimbursement of additional costs if the delay or cancellation constitutes a breach of the Consumer Guarantees under the Australian Consumer Law. Please see our Consumer Guarantees page for more information.
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