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Frequently Asked Questions

Find answers to the most frequent questions tigerair customers are asking about bookings, payment, flight changes or other popular topics.

booking & making payment

How can I make a booking online?

Go to www.tigerair.com.au fill in your travel details to find the flights that work for you, and you will be guided through a few easy steps to complete your booking.

Can I purchase tigerair tickets on an open-dated basis?

Sorry, we do not offer open dated tickets.

Can I make an open-jaw booking online?

You will need to make separate bookings for each leg of your travel. If you require both sectors to be included in the same flight confirmation, please contact our call centre for assistance.

Do you accept international credit cards?

Yes. Visa and MasterCard are accepted. We do not accept American Express or Diners. Payments made with credit or debit cards are subject to a Card Payment Fee of between 0.86% and 1.33% per booking.

Do you accept debit cards?

All debit cards are accepted. Payments made with credit or debit cards are subject to a Card Payment Fee of between 0.86% and 1.33% per booking.

Do you accept PayPal?

Yes. PayPal is accepted through the Tigerair online booking engine accessible via Tigerair.com.au. It is not available within Web Check-in or the Tiger Au Mobile app.

What should I do if I get a ‘pending payment’ status?

Please verify your booking status with our call centre or use the Manage my booking function on our homepage. If payment is outstanding, you will be prompted to pay for your booking when your flight confirmation is retrieved.

Why am I getting error messages when trying to process my booking?

Your browser security setting may not be configured to work on our website. Please check that your system meets the requirements below:

Supported Operating Systems
Windows 98, Windows 2000, Windows XP and MAC OS 9.0 or later

Preferred Browser: Google Chrome v43+

Supported Browsers
Internet Explorer 9.0+
Mozilla Firefox 3.5+

Settings
Screen Resolution: 1024 x 768 pixels
Javascript: enabled
Cookies: enabled

The page hangs when attempting to proceed with payment. What should I do and how do I know if the booking and payment went through?

Please check with your card issuing bank whether funds have been retrieved from your account. For PayPal payments please contact PayPal directly, for all other transaction types please contact our call centre thereafter for assistance.

Why is my credit card declined? I have checked with my bank and was informed there wasn't any attempt of transaction from your side.

Payment authorisation is given by your card issuing bank and is beyond our control. Credit card payments may be declined for various reasons. However, due to the confidentiality between card issuing banks and cardholders, we may not be provided with the actual reasons.

Why haven't I received any confirmation even though I have booked quite a while ago?

If your booking is successful, you should see a confirmation page at the end of the booking process. You can print or save this page as proof of booking. Alternatively, please verify if your email address is correctly entered. You may also contact our call centre to verify if the flight confirmation has been successfully sent to your email host server. We are not able to take responsibility if host servers experience any delay in sending out the emails or if the host server rejects emails from tigerair.

How do I retrieve my flight confirmation?

Click on Manage my booking on our homepage and enter your booking confirmation number and passenger name.

web check-in

What is Web Check-in?

Web Check-in enables customers to check-in online for their tigerair flight via our website at https://webcheck.tigerair.com.au/. Please note you must print your boarding pass. Mobile boarding passes are not accepted.

Who cannot use Web Check-in?

Passengers who have pre booked emergency exit row seats, passengers with special needs, passengers travelling with infants are unable to use Web Check-in. Please check in at the airport.

Will my carry-on bags be inspected at the gate?

Our airport team do conduct random bag inspections at check-in and at the boarding gate. We ask passengers remain within their baggage allowance to avoid excess baggage charges.  For more information about our baggage rules, please click here. Bags that exceed these restrictions will be checked into the hold, and passengers will be charged an excess baggage fee. For more information about our fees and charges, click here.

When can I Web Check-in for my flight?

Domestic flights

Flights are opened for Web Check-in from 72 hours (3days) to 1 hour prior to scheduled departure times.

International flights

Flights are opened for Web Check-in from 72 hours (3days) to 3 hours prior to scheduled departure times. 

Can I do Web Check for my return flight?

Dometic flights

Web Check-in is available from 72 hours (3 days) to 1 hour before the scheduled departure time of your flight.

International flights

Web Check-in is available from 72 hours (3 days) to 3 hours before the scheduled departure time of your flight.

Will I be charged for using Web Check-in?

WebCheck is a complimentary service we offer to our passengers.

Can I Web Check for all tigerair Australian destinations?

Passengers on Australian domestic flights are able to web check-in.  International flights offer a Pre-Check service however, passengers still need to make their way to the check-in counter for document verification by our airport agents.

Am I able to Web Check for all travellers in my booking?

Yes, if all passengers are eligible for WebCheck.

Are my seats confirmed during Web Check-in?

If you have purchased a non-emergency exit row seat during online booking and not purchased seat selection, your seat will be assigned to you when you Web Check-in. If you have not purchased a seat during booking, you can purchase a non-emergency exit row seat during the Web Check process or one will be assigned to you automatically by the system. Please note that if you are travelling in a group, you may not be seated together.

Am I required to print my boarding pass?

Yes. You are required to print your Web check-in boarding pass. After printing your boarding pass, you can simply proceed to the departure gate if you have no checked baggage. If you have checked baggage, you can present your boarding pass at the dedicated bag drop counter when you arrive at the airport. Domestic bag drop counters close 45 minutes prior to departure. See a sample of a boarding pass here. Boarding passes displayed on mobile phones will not be accepted.

Where are the Web Check-in bag drop counters?

We have dedicated Web Check-in bag drop counters at our airports. We also have automatic bag drop counters at some airports.

Can I Web Check if I have bags to check-in?

Yes, you can Web Check-in even if you have checked baggage. At the airport, you must proceed to the self-serve kiosk and print your bag drop boarding pass and bag tags. Then, proceed to the bag drop counter or automatic bag drop area available in some airports to drop your bags. Our counters open 2 hours prior to departure and strictly close 45 minutes prior to departure.

What if I miss the check-in times for counter or gate?

Before travelling, passengers should refer to the tigerair australia website and their flight confirmation/ web check in boarding pass for details as to bag drop and gate closure times, allowing for queues at security or the check-in desk. 

Domestic

Passengers who arrive after "Web Check-in Bag Drop" has closed (45 minutes before the scheduled departure time) or after gate closure (recommended 30 minutes before scheduled departure time for domestic flights), will not be permitted to travel on their chosen flight and fees will be incurred to move to an alternative flight, if available. Fares may otherwise be forfeited.

International

Passengers who arrive after "Web Check-in Bag Drop" has closed (45 minutes before the scheduled departure time)  or after gate closure (recommended 40 minutes before scheduled departure time for  international flights), will not be permitted to travel on their chosen flight and fees will be incurred to move to an alternative flight, if available. Fares may otherwise be forfeited.

medical conditions & special needs assistance

How does tigerair facilitate travel for passengers who have special needs or have reduced mobility?

Please refer to here for details such as:

  • When a traveling companion is required;
  • Limitations of assistance that we can provide and
  • Information on wheelchairs, passenger lifts, and other third-party facilities/services.

Guest with special needs must notify our call centre at least 5 (five) days before departure. This will help us determine what facilities/services are required, which of these are available at the airports involved and any applicable charges. If you make a booking for travel within 5 (five), please notify the call centre as soon as possible.

If you haven’t contacted the call centre, the necessary services/facilities may not be available upon your arrival at the airport and you may be unable to board.

Please also note that the necessary facilities/services may not be available at all times at all airports. If we are unable to obtain the necessary third-party services/facilities, we will provide you with a refund.

Can I travel if I am unwell?

We may require you to have a doctors certificate to travel in certain circumstances. If you are unsure, please contact our call centre.

Can I get a refund if I am certified unfit to travel?

All bookings on tigerair are on a confirmed basis and strictly non-refundable. We keep our fares low by implementing stringent cost control measures in our operations. We are not able to offer refunds or compensation for any monetary or other losses, or inconvenience caused arising from any missed flights including medical and other reasons.

We recommend that you obtain travel insurance to suit your needs.

Am I allowed to travel if I'm pregnant?

Our carriage of pregnant passengers is subject to the following conditions:

  1. Pregnancy less than 30 weeks: we will accept you for the flight unless there are other medical conditions that affect your fitness to travel.
  2. Pregnancy more than 30 weeks and less than 35 weeks: please produce a medical certificate from your doctor or midwife confirming that you are fit to travel on the flight
  3. Pregnancy 35 weeks and over: we will not accept you for traveling on the flight.

If travelling on an International flight please ensure you arrive at the airport with at least 2 copies of your medical documentation.  This will need to be sighted by our ground crew at check in and retained by you , the second copy is to be handed to the cabin crew member when boarding the aircraft.

If I become unwell and am not fit to travel after check-in, but the flight has not departed, can I get a refund?

All bookings on tigerair are on a confirmed basis and strictly non-refundable. tigerair keep our fares low by implementing stringent cost control measures in our operations. We are not able to offer refunds or compensation for any monetary or other losses, or inconvenience caused arising from any missed flights including medical and other reasons.

All passengers must be medically fit to travel in order for tigerair to accept them for carriage.

If I need special medical attention/equipment, am I allowed to fly?

If for medical reasons, passengers need to inject themselves during the flight (e.g. diabetics) they are permitted to carry syringes in the cabin. They will be asked to produce appropriate medical evidence (such as a doctor's letter) when they check-in or at security screenings. This should be kept with them at all times.

Why must I wait 24 hours after my diving trip before I fly?

When diving below the surface for any period of time, nitrogen in the compressed air you breathe will be absorbed into your bloodstream. If you were to travel on a flight soon after a dive, the reduced pressure in the aircraft cabin could cause "the bends", where the nitrogen would be released from your blood and form bubbles in your blood vessels, which is extremely painful at best, and fatal at worst.

When you return to the surface from diving, the nitrogen absorbed in your blood will slowly be exhaled over the next several hours, following which it is safe to travel on an aircraft. This is why the 24 hour air travel restriction is recommended.

Will there be any additional charges for bringing my own wheelchair?

There will not be any additional charges to check in your own wheelchair.

Will priority boarding be given to special needs passengers?

tigerair will provide assistance, as far as is reasonably possible and in accordance with our Special Assistance Policy, to our customers who need help in order to travel with us. We will do so in as dignified and non-discriminatory manner as possible, within the constraints of available resources.

feedback & enquiries

Who do I contact for feedback?

Before travel
If you have a query prior to travel on tigerair, please refer to our FAQ section. If you are still unable to find the answer to your question, please contact our call centre and our staff will endeavour to answer any question you may have.

After travel
If you have a query following your travel with tigerair, you may submit your feedback via our Customer Support Portal.

Alternatively, please write in respectively to:

      Customer Care Department
      Tiger Airways Australia Pty Ltd
      PO Box 2101, Gladstone Park, Melbourne, Victoria 3043, Australia
      Fax: +61 3 9335 3455

What are tigerair call centre numbers?

Please refer to our contact us page here.

Who do we contact outside call centre operating hours?

If you are at an airport, you may be able to obtain assistance at a check in counter. Otherwise, please call our call centre during operating hours.

in-flight retail and catering

in-flight food & beverage

I have experienced problems with my on board purchase, who do I contact?

You may submit your feedback via our Customer Support Portal. Please fill in all the relevant details to facilitate our response to you.

Are all major credit cards accepted on your flights?

We only accept Visa or MasterCard credit and debit cards onboard.

Am I allowed to consume food and drinks in the cabin?

Yes, most foods are acceptable however, we prohibit the carriage and consumption of durian, jackfruit and any other pungent smelling fruits. Alcohol can only be consumed during the flight if it has been purchased on board.

I am a vegetarian; do you have specially catered vegetarian meals?

Yes, we do have some vegetarian options on board. Meals can be pre booked however, because of operational constraints, we cannot guarantee availability.

Is the food on board Halal?

We have a great selection of Halal items on board. Just ask our cabin crew or check out our inflight menu.

online tigerbites

What is online tigerbites?

online tigerbites offers a selection of items from our menu which can be pre-ordered online up to 24 hours prior to your flight departure

If I have purchased my tickets, am I able to add tigerbites to my booking?

You can pre-order tigerbites meals (if available for your flight) during the booking process or add your selection up to 24 hours prior to your flight via Manage my booking. Alternatively, selected meals are available for purchase on board your flight.

Can the call-centre assist me with my meal request?

Tigerbites is offered only through our website at the time of ticket purchase and via Manage my booking . It is currently not available through the call-centre.

If I book the meal for myself but I am not able to fly, can it be transferred to another travelling party in my booking?

All online tigerbites purchases are final and non-transferable.

While on my flight, what proof do I have to indicate that I have purchased online tigerbites?

Please present your boarding pass to our cabin crew.

Will I be served first (priority of food given) for purchasing online tigerbites?

Yes, priority will be given to passengers with online tigerbites purchases.

What happens if the meal I booked online was not the one I ordered?

We will endeavour to replace your online tigerbites purchases with items of similar value. A full refund will be provided if we are unable to.

miscellaneous

I'm awaiting an inbound flight. Who do I need to contact to check the arrival time?

You may check your flight timings by using the Manage my booking function on our website. Alternatively, you can check on the arrival Airports website for flight information.

Are there any entertainment services onboard especially for your longer flights?

We provide a free magazine, tigertales with exciting news on travel and great deals. To keep our fares low for you, we do not currently provide video/audio entertainment on our flights.

How can I be among the first to know about your latest promotions and other news? How can I be eligible for special deals?

Just subscribe to our e-newsletter here, or follow us on Twitter.

From time to time, we have special deals just for our Twitter followers, and e-newsletter subscribers. Sign up now!

Do I need to wear shoes on board?

Passengers are not permitted to board the aircraft without footwear (if they have the ability to walk).

Can I board with a hot drink?

Passengers are not permitted to board the aircraft with hot beverages.

flight changes, delays & cancellations

Am I allowed more than one change at no extra fee?

Generally you are required to pay a change fee for each change you make to the booking.

In circumstances where we re-scheduled your flight by at least 4 hours or more than 10 minutes earlier you will be entitled to a one time option to change your booking with no fee payable. Once this option is utilized, any additional or subsequent changes will be subject to applicable fees and charges. Please refer to here for requests for Changes, Cancellations, Refunds. Please refer to the conditions of carriage for further information.

If I missed my rescheduled flight, can I amend my booking for free?

No, your ticket will be forfeited.

How will I be notified of schedule changes?

Schedule changes will be communicated via email. It is the passenger's responsibility to ensure the email address provided is current and accessed frequently. tigerair takes no responsibility in the event that emails advising of changes to bookings are not accessed/accessible.

For any advance schedule changes, reasonable effort will be taken to contact passengers via the email address and/or telephone number provided at the time of making the reservation.

What are my rights and options pertaining to schedule changes/cancellations?

See above regarding schedule changes.

Please refer to the conditions of carriage for further information.

taxes and charges

What are taxes and surcharges?

These include applicable Government taxes and airport charges, administrative fees and insurance surcharges. GST applies for flights wholly within Australia. Payments made with credit or debit cards are subject to a Card Payment Fee of between 0.86% and 1.33% per booking. Payments made with PayPal or Interest Free will attract a Booking and Service Fee which is detailed at point of purchase. Payments made with POLi do not attract a payment fee. Additional charges apply for optional extras such as checked-in baggage, travel insurance and reserved seat selection, which are available for purchase. Refer to the booking summary at the top of each page to check the inclusions and prices as you book.

Should you no longer wish to travel, you can apply for a refund of the taxes and surcharges and other government taxes paid. However, tigerair will apply a refund administration fee per passenger per sector to cover the cost of processing and bank charges for each tax refund request.

If I do not fly, why can I only apply for a refund of only some taxes and not the total amount of taxes reflected in my flight confirmation?

The amount of taxes reflected in your flight confirmation consists of several components.
These include taxes that may no longer be payable to relevant government and airport authorities if you do not fly. To the extent permitted by law, other components such as administrative fees and insurance surcharges are not refundable if you do not fly.

Does tigerair provide a breakdown of taxes?

We can let you know the amount of tax payable to government or airport authorities in a basic breakdown during the booking process. We do not provide a more detailed breakdown of other components. 

Can my printed flight confirmation and booking confirmation be used as a tax invoice?

Yes.

seating

How do I make a request for specific seats?

You can pre-select seats for a nominal fee using our Seat Selector during your booking process, or up to (2) hours before your domestic flight departure or (3) hours before your international flight departure via manage my booking, or by contacting our call centre.

Please refer to our current fee schedule here.

Can I select seats only for one sector of a return flight?

Yes, you can select seats for one sector by booking through our call centre, or making two separate online bookings for each sector.

insurance

What is the full coverage for Tigerinsure that is available on your website?

Please refer to the Tigerinsure policy product disclosure statement here for the benefits. This will also be emailed to you together with the policy that you purchase.

Why do you provide only email support for Tigerinsure and what is your maximum turnaround time?

As insurance related matters require supporting documents, this form of communication will allow our agents to refer to such communications for verification. We endeavour to reply to all letters within 21 working days. However, some cases may require more time for further investigations involving other parties.

I have misplaced/ not received the Tigerinsure policy purchased with my booking. Can you resend it?

Yes, please email your request to Chubb Insurance Australia Limited (Chubb) at travel.au@chubb.com, or call 1800 803 548, 8:30am to 5:00pm (Australia Eastern Standard Time), Monday to Friday, stating the policy number that is shown on your Tigerair Flight Confirmation and we will provide you with a copy of your Certificate of Insurance and PDS.

customer request for changes, cancellations & refunds

Can I cancel my booking, get a refund or make changes for free if I cannot fly due to a medical condition, an emergency at work/home, national service commitments, court case, visa problems, problems encountered at immigration & customs checkpoints, and other unforeseen circumstances?

Please refer to the conditions of carriage for further information.

What are the charges for changing the passenger's name?

A name change fee is payable per passenger per flight sector, plus any applicable fare difference. If the prevailing fares are lower, no refund will be made.

Why do I need to pay the airfare difference, in the event I request for a name change? I am already charged the name change fee.

This measure is needed to protect our passengers' access to our low, low fares. It prevents unauthorised resellers from hoarding promotional seats and reselling them at higher prices later.

How do I make changes to my booking?

Changes can only be made at least two (2) hours before a domestic flight or three (3) hours before an international flight before the scheduled flight departure, and are subject to charges.

For changes to the date/timing of your flight, there are 3 ways you can do this: 

  1. Online. Go to the www.tigerair.com.au homepage, and click on " Manage my booking".
  2. By contacting our call centre.
  3. By going to an airport ticket counter (available in selected airports only).

For all other changes, eg. luggage, destination, name, etc, please contact our call centre.

Requests for refund due to death

In the unfortunate event of the death of a passenger before the scheduled flight departure time, a refund will be issued after receiving a copy of the death certificate.

Can I change my flight date without confirming the new date?

No. We do not offer open tickets. You will need to select a new date / flight at least two (2) hours before a domestic flight or three (3) hours before an international flight before the scheduled flight departure, and are subject to charges.

What are the charges for changing the destination in my booking?

Destination changes are subject to different charges depending on the destination, plus any a applicable fare difference. If the prevailing prices are lower, no refund will be made.

Can I get a refund if I change my booking to a cheaper flight that costs less?

No refund will be made if the prevailing prices are lower. In addition, the fees for making changes will apply.

Can I make changes just before my flight?

Any change must be made at least two (2) hours before a domestic flight or three (3) hours before an international flight before the scheduled departure time of your flight (subject to applicable charges). After that, no changes are permitted.

Why can't I make changes less than two (2) hours before a domestic flight or three (3) hours before an international flight to departure?

As time is required for pre-departure procedures, these timings allow us to ensure that our flights can depart on schedule as much as possible.

Do I get a refund in cases where there are unforeseen disasters?

Please refer to the conditions of carriage for further information.

Recently there was unrest in the city I'm flying into and I don't wish to travel there, can I get a refund?

In such situations, we will make a decision after considering several factors such as whether airports remain operational, travel advisories by relevant authorities, etc. To get the latest updates, please refer to our Disruption notice webpage under the ‘Flying with us’ section.

We also recommend that you consider buying travel insurance to suit your needs.

Can I change the passenger name for just one or some of the flights in my booking?

No. We do not allow name changes for partially utilised/forfeited bookings. For example, if you have a round-trip booking, you cannot make a name change for only your return flight.

baggage

cabin baggage

What is my cabin baggage allowance?

Requirements for cabin baggage are as follows:

  • 2 (two) bags not exceeding a combined weight of 7kg (or 12kg if cabin+ has been purchased).
  • must not exceed the following dimensions: H54 x W38 x D23cm

Any additional/larger/heavier item must be checked in and subject to the applicable fees.

check-in baggage

I'm transferring from one flight to another. Can I check in my luggage before my first flight, and claim it after my second flight?

All tigerair australia flights are point to point, therefore we do not offer connecting baggage or connecting flights.

What is my check-in baggage allowance? Why do you charge for checking in luggage?

If you wish to check in baggage, we have different options for you to purchase here.

At tigerair australia, you only pay for what you need. If you don't have any baggage to check in, you don't pay for any! That is how we can keep our fares low for you.

Remember, for occupational health and safety reasons, any single item/bag should not weigh more than 30kg.

How do I purchase/ change my baggage allowance?

To avoid higher fees we recommend purchasing your check-in baggage at the time of booking. If you did not purchase check-in baggage when you booked your flight, we recommend purchasing baggage before you travel.

  • Before 15 December 2016: You can add check-in baggage to your booking prior to travel via Manage My Booking or our Customer Contract Centre at the rates quoted during the initial booking process.
  • From 15 December 2016: You can add check-in baggage to your booking prior to travel via Manage My Booking, via our Customer Contact Centre or during Web Check-in at a rate higher than the rate quoted during the initial booking process.

Effective 15 December2016, we will be implementing a tiered pricing structure for check-in baggage. Prices will vary depending on when you purchase baggage and will be as follows:

  • Baggage will be least expensive when purchased at the time of booking.
  • Baggage will be more expensive when purchased through Manage My Booking, our Customer Contact Centre or Web Check-in. Baggage can be added up until 2 hours before departure for domestic and 3 hours before departure for international flights.
  • Baggage will be most expensive when purchased at the Airport.

This tiered pricing structure applies to all flights from 15 December2016, including flights booked before this date.

Can I combine my baggage allowance with my fellow travellers?

Passengers can only combine baggage allowance if they are under the same booking, they check-in together, AND they all board the same flight.

Otherwise, baggage allowance cannot be combined or transferred.

Please note that any single piece of luggage should not weigh more than 30kg.

Can I bring more than 1 checked bag?

You may bring more than 1 (one) checked bag. However, the weight in total must not exceed the Luggage Upsize™ option purchased.

Any excess over the Luggage Upsize™ option selected will be charged per kg at the prevailing rates.

How is the excess baggage calculated and what are the charges?

Any excess over the Luggage Upsize™ option selected will be charged per kg at the prevailing rates. Please refer here for current fees.

Is there a maximum number of times I can upsize my baggage?

There is no limit on the number of times you can increase your baggage. However, our maximum Luggage Upsize™ option is 40kg per passenger, per sector.

Excess baggage charges will apply if your total baggage exceeds the allowance that you have purchased before arriving at the airport (which is reflected in your flight confirmation).

We do not give refunds if you decide you do not require a checked baggage allowance after you have purchased it.

odd-sized & bulky items, sporting equipment & musical instruments

Why don't you state the maximum dimensions of odd sized baggage in your website?

Odd-sized items are varied in shapes and sizes, as such we are not able to state the maximum dimension and item will be carried on space availability basis.

I have a bulky item to be carried on board. Are there any limitations?

Items to be carried as cabin baggage must not exceed the dimensions of 54cm X 38cm X 23cm cm and will form part of your free cabin baggage allowance. Such items are accepted for carriage by tigerair

Any item exceeding the above dimensions must be checked into the hold.

What types of sports equipment are allowed as cabin baggage?

In general your cabin baggage must not weigh more than 7kg. We may also refuse to carry items with sharp edges for safety reasons, along with any blunt instrument capable of causing injury. Sporting equipment that can be used as a weapon must also be checked in i.e.: golf clubs, cricket bat, hockey stick etc.

Do I need to check in all my sports equipment?

You may only hand carry items that are smaller than 54cm X 38cm X 23cm and have no sharp edges. Carriage of sports equipment is included in your check in baggage allowance, dependant on space availability, and at your own risk.

Will I be charged if I pack my fishing rod/golf clubs/surfboards into my checked bag?

Golf clubs & fishing rods are included as part of the Luggage Upsize for tigerair australia flights

What if my sporting equipment weighs more than 30kg?

Due to Occupational Health and Safety reasons, any single check-in item cannot weigh more than 30kg.

What are the musical instruments I can carry on board and the ones I need to check-in?

Large musical instruments such as harps, cellos, double bass and guitars in hard cases, cannot be carried in the cabin of an aircraft and must be checked into the hold. Instruments to be carried as cabin baggage must not exceed the dimensions of 30 × 117 × 38 cm. Instruments within this category include; bugle, flute, clarinet, piccolo, trumpet, violin, viola and guitars in soft or hard cases, and will form part of the free cabin allowance. Any instrument exceeding the above dimensions must be checked into the hold.

Besides prohibited items, what other security restrictions are there for items carried on board?

Medications food to meet special dietary requirements.

You can bring on these items. They must be removed from cabin baggage and declared to security personnel at the checkpoint. These items may be subjected to security checks. Customers with prescription medicine are advised to bring along supporting documentation (e.g. ID cards, letters from doctors) as verification.

Can I bring milk or baby formula in my cabin baggage? This is for my infant on board the flight.

Tigerair Australia domestic flights do not have any liquid restrictions in cabin baggage.

For those Passengers travelling internationally with an infant or toddler, you are permitted to carry a reasonable quantity of liquid, aerosol or gel (LAGs) products for the infant or toddler on board for the duration of the flight and any delays that might occur. The security screening officer has the final say about what a ‘reasonable quantity’ is.Baby products may include, but are not limited to:

  • baby milk, including breast milk;
  • sterilised water;
  • juice;
  • baby food in liquid, gel or paste form; and
  • disposable wipes.

Products such as baby milk powder that are not liquids, aerosols or gels can be taken on board.

Can I carry frozen / preserved food in the cabin?

Fresh or frozen seafood or other meats are unable to be carried on any tigerair australia flights. Styrofoam and/or cooler boxes that contain dry food/non-perishables are allowed to be checked-in after inspection of contents by relevant authorities. Should passengers refuse inspection, we have the right to refuse carriage of boxes and their contents.

For further information regarding carry-on baggage please click here

Can I check in other equipment not stated on your website?

Please check with our call centre for more information.

dangerous goods/ prohibited items

Dangerous goods are items or substances that may endanger the safety of the aircraft or passengers on board.

The following dangerous goods have restrictions for air travel:

 

 

Dangerous goods that are not permitted

Disabling devices such as mace, pepper spray or other devices containing an irritant or incapacitating substance are prohibited on a passengers person or in their carry-on or checked baggage; as well as security type attaché cases containing dangerous goods such as lithium batteries or pyrotechnic devices are all strictly forbidden.

The following items must not be taken on board (in carry-on or checked baggage) a Tigerair domestic aircraft under any circumstance:

  • Petrol or gas engine equipment either new or used such as a chainsaw, lawn mower, trimmer
  • Lithium battery operated small recreational vehicles
  • Cigarette lighters with blue flame and cigar lighters
  • Spillable batteries
  • Gas cylinders or cartridges
  • ‘Strike anywhere’ matches
  • Fire extinguishers
  • Explosives such as fireworks, flares, sparklers, party poppers
  • Ammunition
  • Flammable liquids and solids such as paint, lighter fluid, thinners, lacquer, fuels
  • Bleaching powders and peroxides
  • Poisons such as weed killers, insecticides,
  • Pool cleaning products
  • Flammable solids such as fire starters, moth balls
  • Fertilizers
  • Fibre glass repair kits and resins
  • ‘Meals ready to eat’ (MRE)
  • Copra (coconut meal)

Note: If you illegally take dangerous goods on board, even inadvertently, you may be liable to prosecution and severe penalties apply.

Dangerous goods that are acceptable with the Operator's approval

Some dangerous goods are permitted to be carried by passengers. The following dangerous goods must be declared at check in to be approved for travel, or unpacked before you take off. If you do not declare the carriage of dangerous goods at time of check in, even inadvertently, you may be liable to prosecution and severe penalties apply.

Guns, firearms and weapons

Tigerair does not permit the carriage of firearms and. or ammunition in either carry-on or checked baggage or on ones person.

Any object capable, or appearing capable, of discharging a projectile or causing injury, including; All firearms (pistols, revolvers, rifles, shotguns, etc.) Replica and imitation firearms, Component parts of firearms (excluding telescopic sighting devices & sights), air pistols, rifles and pellet guns. Signal flare pistols, Starter pistols, Toy guns of all types, ball bearing guns, industrial bolt and nail guns, cross bows, catapults, harpoons and spear guns, Animal humane killers, stun or shocking devices, e.g. cattle prods, ballistic conducted energy weapons (laser), lighters shaped like a firearm.

Camping stoves and fuel containers that have contained a flammable liquid

Permitted in checked baggage only – stoves and containers must be completely drained of all liquid fuel and action has been taken to nullify the danger.

To nullify the danger, the empty fuel container must be allowed to drain for at least 1 hour and the container left uncapped for a minimum of 6 hours to allow any residual fuel to evaporate; or cooking oil can be added to the container to elevate the flash point and then empty the fuel tank. There must be no strong smell of fuel remaining on the container. The cap must then be securely fastened and be wrapped in an absorbent material such as paper towel and placed in a polyethylene or equivalent bag. The top of the bag must then be sealed or gathered and closed with an elastic band or twine.

Note: This exception is NOT applicable to items with internal combustion engines such as chain saws, brushcutters and/or lawnmowers. These items are not permitted for carriage either new or used.

Battery powered wheelchairs and similar mobility devices

Wheelchairs and similar mobility aids with batteries are permitted providing:

  • Battery(ies) are non-spillable or lithium ion. Tigerair does not permit spillable batteries.
  • A non-spillable battery must not contain free or unabsorbed liquid.
  • The battery is securely attached to the wheelchair or mobility aid.
  • Battery terminals are protected from short circuit – e.g. enclosed within a battery container.
  • Electrical circuits have been inhibited - e.g. a key switch turned off and the key carried by the passenger and/or an isolation switch fitted.
  • Switching off a device with a push-button on/off switch alone is not sufficient and additional measures are required – e.g. Battery disconnected and terminals tapped with electrical tape.

 

Wheelchairs and similar mobility aids specifically designed to allow the battery(ies) to be removed by the user (e.g. collapsible) and travelling in a collapsed state are permitted providing:

  • Removal of the battery(ies) from the device must be performed by following the instructions of the manufacturer.

 

Non-spillable battery powered collapsible mobility devices:

  • The removed battery(ies):
  • Must be protected from short circuit by insulating the terminals. (e.g. by taping over exposed terminals).
  • Must be carried in strong rigid packaging.
  • Will be loaded in the cargo hold.

 

Lithium Battery powered collapsible mobility devices:

  • The removed battery(ies):
  • Must be protected from short circuit by insulating the terminals. (e.g. by taping over exposed terminals).
  • Must be protected from damage by placing each battery in a protective pouch.
  • Must be carried in the passenger cabin.
  • A battery must not exceed 300Wh, or for a device that is fitted with two batteries required for operation, each battery must not exceed 160Wh.
  • An additional one spare battery not exceeding 300Wh or 2 spares each not exceeding 160Wh may also be carried.
  • Any mobility devices with batteries less than 100Wh - Passengers are permitted to carry a reasonable amount of spare batteries for their personal use.
  • Any spare batteries must be in carry-on baggage and be protected against short circuiting and damage.

Battery powered equipment, portable electronic devices and spare batteries

Equipment such as drones, power tools and portable electronic devices such as laptops and cameras powered by batteries may be dangerous if NOT carried in an appropriate manner.

Batteries must be securely installed in the equipment and suitably protected to prevent the device from being inadvertently activated. This may be achieved by packing in robust cases or the original retail packaging.

Spare/loose batteries must be in carry-on baggage only with the terminals protected against short circuiting.

For full information on the safe transport of batteries and conditions of carriage, please visit the Batteries Information section.

NOTE: Lithium battery operated small recreational vehicles such as self balancing boards, hoverboards, aero wheels are not permitted as checked-in or carry-on baggage on Tigerair aircraft.

Consumer electronic devices containing fuel cells and spare fuel cartridges

Permitted as carry-on or checked baggage – Items such as cameras, mobile phones, laptops and camcorders.

Note: A maximum of 2 spare fuel cells are permitted per passenger and must travel as carry-on baggage only.

Avalanche rescue backpack

Permitted as carry-on or checked baggage – passengers are permitted only 1 per person and the backpack must be packed in a manner that it cannot be accidently activated. The airbags within the backpacks must be fitted with pressure relief valves.

Heat producing articles

Permitted as carry-on or checked baggage – battery-powered equipment capable of generating extreme heat, which would cause a fire if activated, such as diving torches and soldering irons are permitted providing the item is disabled so there is no chance that they can be inadvertently switched on, either by removing the battery or globe.

Note: Any battery that has been removed must be protected against short circuiting such as having the terminals covered with electrical tape and the battery must travel as carry-on luggage only.

Dry ice

Permitted as carry-on or checked baggage – passengers are permitted to take up to 2.5kg of dry ice if used to pack perishables, and in a ventilated container. Passengers are not permitted to combine more than the amount permitted for one person.

Small non-flammable gas cylinders (such as those contained in lifejackets, bicycle pumps and other inflating devices)

Permitted as carry-on or checked baggage. Limited to cylinders of carbon dioxide (CO2) or other suitable gas in Division 2.2 without a subsidiary risk;

Self-inflating safety device such as a life-jacket or vest:

  • No more than one personal safety device per person;
  • Packed in such a manner that it cannot be accidentally activated;
  • Fitted with no more than two small cartridges; and not more than two spare cartridges.
  • Other devices (e.g. bike pump):
  • No more than four small cylinders;
  • The water capacity of each cylinder must not exceed 50 mL. (A water capacity of 50 mL is equivalent to a 28 g cylinder).

Medical oxygen cylinders

Permitted as carry-on baggage only.

Passengers are permitted to use medical oxygen cylinders on board providing:

  • Passengers are advised that they must carry a copy of a certified medical letter from the treating doctor confirming that the passenger is fit to travel, including details of their required use of oxygen during the flight. They must supply their own mask.
  • Air Liquide, BOC or Linde are the only three acceptable oxygen bottles which can be used on-board.
  • The oxygen cylinder must not exceed 5kg gross weight.
  • The oxygen cylinder must be carried in an approved Air Liquide OxyCare travel pack, BOC OxyCare travel pack or BOC Carry Bag which contains a restraint strap to secure the bottle to the aircraft.
  • Have proof of inspection testing; either a stamp or placard on the oxygen cylinder neck area, or with a test document accompanying the oxygen cylinder.
  • Note: Liquid oxygen systems are forbidden for transport.

Firesticks

Permitted as checked baggage only – Passengers permitted to travel with metal firesticks only provided that if the wicks have been used, they are thoroughly cleaned, there is no strong residual smell of fuel, the heads are covered with a plastic, polythene or alike bag, and the bag is sealed or gathered and closed with an elastic band or twine.

Dangerous goods that are acceptable without the Operator's approval

Some dangerous goods are permitted to be carried by passengers. The following dangerous goods do not need to be approved prior to carriage, providing the dangerous good is within the limitations prescribed below. If you illegally take dangerous goods on board, even inadvertently, you may be liable to prosecution and severe penalties apply.

Aerosols containing non-flammable gas for sporting and home use

Permitted as checked baggage only – Aerosols are permitted that are under a net quantity of 2kg/ 2L (including any toiletry and medicinal articles mentioned below) and a single aerosol does not exceed 0.5kg/ 0.5L. The release valve on the aerosol must be protected by a cap or other suitable means to prevent inadvertent release of the contents. The aerosol must not have any other subsidiary risk and must be for sporting or home use only.

Toiletry and medicinal articles

Permitted as carry-on or checked baggage – Articles such as hair sprays, deodorants and perfumes are permitted that are under a net quantity of 2kg/ 2L (including any aerosols mentioned above) and a single article does not exceed 0.5kg/ 0.5L. A release valve on the aerosol must be protected by a cap or other suitable means to prevent inadvertent release of the contents. The aerosol must not have any other subsidiary risk and be for personnel use only.

Alcoholic beverages

Permitted as carry-on or checked baggage – A maximum net total of 5L per person is permitted providing the alcohol is contained within retail packaging. The alcohol must not be more than 70% alcohol by volume and consumption of alcohol carried on board is not permitted on the aircraft.

Electronic Cigarettes (e-cigarettes) Containing Batteries

Electronic cigarettes including e-cigars and other personal vaporizers containing batteries must be in carry-on baggage only. The use on board and the recharging of these devices is strictly prohibited. The item must be packed to prevent accidental activation. Spare batteries must be individually protected to prevent short circuits and carried in carry-on baggage only. Lithium metal or lithium alloy batteries must not contain more than 2g lithium content, lithium ion batteries must not have a watt-hour rating more than 100Wh and the batteries and cells must be of a type that meets the requirements of the UN Manual of Test and Criteria, Part III, subsection 38.3.

Insulated packages containing refrigerated liquid nitrogen

Permitted as carry-on or checked baggage. Sometimes termed as 'Dry Shippers', they are permitted only if the liquid nitrogen is fully absorbed and the package has the capacity to release any build-up of pressure. Only non-dangerous goods can be transported within the 'Dry Shipper'.

Non-flammable, non-toxic gas cylinders, carbon dioxide gas cartridges for the operation of mechanical limbs

Permitted as carry-on or checked baggage – Either worn for the operation of a mechanical limb and any spare cylinders of similar size if required to ensure an adequate supply for the duration of the journey permitted.

Non-infectious substances packed with small quantities of flammable liquids

Permitted as carry-on or checked baggage – Packed with small quantities (no more than 30 mL) of flammable liquid in leak proof containers or heat sealed plastic bags. The total quantity (if a number of plastic bags/bottles are carried) of flammable liquid must be no more than 1L.

Note: Flammable liquid may only be ethanol/ethyl alcohol/solution, formaldehyde solution, alcohol or isopropanol.

Hair curlers containing hydrocarbon devices

Permitted as carry-on or checked baggage – Only one device is permitted per passenger provided the safety cover is securely fitted over the heating element.

Note: Gas refills for such devices are not permitted in carry-on or checked in baggage.

Small mercury thermometers

Permitted as carry-on or checked baggage – 1 permitted per passenger for personal use and the thermometer is housed in a protective case.

Safety matches and lighters

Permitted on ones-self only - Either one small compressed gas lighter or a box of safety matches or a liquid fuel lighter that has the flammable liquid fully absorbed, is permitted only when carried by the passenger on their body.

Note: Blue flame cigarette, pipe lighters and ‘Strike anywhere’ matches are forbidden for air transport.

Other restricted items

Any material which has narcotic, noxious, irritating or other properties that in the case of spillage, leakage or pressurisation on the aircraft could cause extreme annoyance or discomfort to others are not permitted on-board or have additional restrictions for carriage. Such items are:

  • Balloons and inflated balls/toys - Due to possible rapid deflation or explosion during climb, balls such as footballs and basket balls, balloons and inflatable toys must be partially or fully deflated if carried in the cabin or checked baggage.
  • Nail polish and nail polish remover - Although the items are permitted for carriage, use on board the aircraft is strictly prohibited.

For further information in regards to Dangerous Goods

 

delayed, damaged and lost items

I may have left/lost my belonging on board. Who do I contact?

If you have lost an item during your travel, you will need to email our ground handling staff to determine if your property has been handed in.

You are responsible for any personal belongings you bring on board our aircraft or into airport terminal building. We make sure that if an item was left on one of our flights, our staff places it is handed in as lost property at the airport it was located at. To help you locate your lost property, we have provided you a list of airport contacts below. Please be advised that if an item remains unclaimed for more than 30 days, it is donated to a charity organization.

Please refer to the conditions of carriage for further information.

Domestic

Adelaide
ttadl.ops@aerocare.com.au

Brisbane
ttbne.ops@aerocare.com.au

Cairns
ttcns.ops@aerocare.com.au

Canberra
ttcbr.baggage@aerocare.com.au

Coffs Harbour
ttcfs.ops@aerocare.com.au

Denpasar (Bali)
baggageservices.dps@ptjas.co.id

Gold Coast
ttool.ops@aerocare.com.au

Hobart
tthba.ops@aerocare.com.au

Melbourne
ttmel.baggage@aerocare.com.au

Darwin
drwmgt@aerocare.com.au

Perth
ttper.ops@aerocare.com.au

Sydney
ttsyd.ops@aerocare.com.au

Proserpine
ttppp.ops@aerocare.com.au

International

Ex Melbourne
TTINTMEL.baggage@aerocare.com.au

Ex Adelaide
TTINTADL.baggage@aerocare.com.au

Ex Perth
TTINTPER.baggage@aerocare.com.au

Ex Denpasar(Bali)
baggageservices.dps@ptjas.co.id


My checked-in baggage is damaged, delayed or lost. How do I make a claim?

Before leaving the airport, you should report it to a member of the tigerair ground services team. Please provide details of your baggage and you will offered assistance.

For claims of damage, we must be given the opportunity to examine your damaged bag at the time you make the claim.

All claims for damaged/lost baggage must be accompanied by a PIR (property irregularity report) which must be obtained from ground staff at the airport upon arrival at your destination.

All claims for damaged, delayed or lost baggage are to be addressed to:

Tigerair Baggage Claims
Charles Taylor Aviation
PO Box 906, Terrigal
New South Wales 2260
Australia
Fax: 1800 243 473
Email: tigerclaims@ctplc.com

Will I be compensated for lost items?

Checked-in items – We highly recommend you do not check in items such as money, jewellery, precious metals, silverware, electronic devices, computers, cameras, video equipment, mobile phones, negotiable papers, securities or other valuables, passports and other identification documents, title deeds, artefacts, manuscripts and the like.

Please refer to the conditions of carriage for further information.

checking in at the airport

When are check-in counters open and when do they close?

Domestic flights

Check-in counters open 2 (two) hours before scheduled departure and close 45 minutes before scheduled departure. If you arrive late you will not be able to board and will need to buy a new ticket.

International flights

Check in counters open 3 (three) hours before the scheduled departure and close 60 minutes before the scheduled departure. If you arrive late you will not be able to board and will be required to purchase a new ticket.

What time does the boarding gate close?

Domestic flights

You should be at the boarding gate at least 30 minutes before departure; the boarding gate closes 10 minutes before departure. Passengers arriving late at the boarding gate will not be accepted for travel, their bags will be offloaded and no compensation given. If you wish to travel on the next available flight, you will have to purchase a new ticket at the applicable fare.

International flights

Passengers should be at the boarding gate at least 40 minutes before the scheduled departure; the boarding gate will close 15 minutes before the departure. Passengers arriving late at the boarding gate will not be accepted for travel, their bags will be offloaded and no compensation provided. If you wish to travel on the next available flight, you will have to purchase a new ticket at the applicable fare.

International flights

Can I get someone else to check in on my behalf, or can I check in for someone else?

No. For security reasons, all passengers are required to check-in personally.

What is the average waiting time for check-in?

It depends on the passengers in front of you in the queue, so it's best to arrive early.

If I missed my flight, can you put me on the next available flight for free?

For travel on the next available flight, you will be required to purchase a new ticket at the applicable fare.

If I am denied check-in, who do I contact?

If you fail to check in on time or fail to board the aircraft by the time the aircraft departs or fail to have proper documentation at the point of check-in, the fare you paid will not be refunded to you for any reason including but not limited to medical reasons. Our call centre can only assist you with changes to your valid return flight, subject to payment of the applicable fees and fare difference.

children and infants

Can I bring milk or baby formula in my hand carry baggage? This is for my infant on board the flight.

Tigerair Australia domestic flights do not have any liquid restrictions in cabin baggage.

For those Passengers travelling Internationally with an infant or toddler are permitted to carry a reasonable quantity of liquid, aerosol or gel (LAGs) products for the infant or toddler on board for the duration of the flight and any delays that might occur. The security screening officer has the final say about what a ‘reasonable quantity’ is.

Baby products may include, but are not limited to:

  • baby milk, including breast milk;
  • sterilised water;
  • juice;
  • baby food in liquid, gel or paste form; and
  • disposable wipes.

What is your definition of a newborn/infant/child/young person?

Category Age on the date of travel
Newborn less than 7 days old
Infant 8 days old to below 2 years old
Child 2 years old to below 12 years old

What are the restrictions, conditions and fees for newborn/infant/child?

Please refer to our policy on children and infants and our Conditions of Carriage.
Special needs child restraint for tigerair australia

Does Tigerair provide Child restraints?

Tigerair Australia does not provide but accepts the CARES child restraint on board our aircraft.

Who can use a CARES child restraint?

The restraint is designed for use by toddlers 1-5 years of age and 10-20 kgs who are up to 1 metre tall.

Where can I find out more information on the CARES child restraint?

www.kidsflysafe.com .

Where can I buy a CARES child restraint?

CARES child restraint can be ordered via www.littlegulliver.com.au.

Where in the aircraft will we be seated?

You will be seated in rows 2-10.

Is this suitable for special needs children?

Yes the restraint may be suitable for children with special needs but the child must meet the requirements for the restraint. Please see our Disability access facilitation plan for further requirements with special needs passengers.

move me

What is MoveMe? 

For a small fee passengers that arrive at the airport early can choose to move to an earlier flight, if there are available seats free of charge or passengers that miss check in but arrive no later than 15 minutes after the flights scheduled departure time can move free of charge to the next available flight. MoveMe is only available for purchase from selected destinations and departure ports and is only valid for the day of travel.

If you have purchased MoveMe, however do not use the product your scheduled flight booking is still valid. If you choose to move to an earlier or later flight, and then fail to travel on the new flight, your booking will then be forfeited and you will not be entitled to a refund of your flight booking or the MoveMe fee. If you fail to present to check in staff within 15 minutes after your scheduled flights departure time your ticket and Move Me will be forfeited. MoveMe can only be used to transfer once for the flight sector it was purchased for.

 

 

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