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We remain focused on putting our customers at the core of everything we do.
This has been highlighted in recent times through a concerted effort in the area of customer satisfaction, including significantly enhanced punctuality performance and the introduction of a number of customer facing initiatives announced over the past 18 months as part of our continued transformation programme.
In 2015, Tigerair had the best on time performance of the major domestic low cost carriers (84.6% for the calendar year for departures1). Last year, we also recorded the lowest cancellation rate of all major domestic airlines (0.9% for 20151) and was three times less likely to cancel than our key competitor on like for like routes.
This trend has continued in 2016, as we consistently outperform our key competitor on a month by month basis in both on-time departures and cancellations.
Latest results from August 2016 show that 89.1% of Tigerair Australia services departed on time, while we recorded a cancellation rate of 0.1%, equivalent to just three cancellations for the month.2
On-time performance goes hand in hand with customer satisfaction and our most recent independent customer survey showed that a record high percentage of customers are happy with their overall Tigerair experience.3
Booking and flying with Tigerair also became easier than ever in 2015, with customers enjoying Tigerair’s move to the brand new Terminal 4 at Melbourne Airport, a new customer-friendly website and mobile app and improvements to Tigerair’s Customer Service team, which responded to 95% of all customer complaints within 24 hours and 99% of all complaints within 72 hours in 2015.
We continued to grow last year with over 100 cabin crew jobs created and four additional aircraft added to the fleet to facilitate new services including a new route between Melbourne and Coffs Harbour which launched 9 December 2015 and increased frequency on existing popular routes between Sydney and Cairns, Sydney and Adelaide, and Sydney and Whitsunday Coast.
Tigerair has continued to add to the airline’s domestic route map in 2016, with new low-cost services announced between Melbourne and Canberra, Brisbane and Perth, and Brisbane and the Whitsunday Coast.
Tigerair also launched the airline’s first ever short haul international services to Bali from Melbourne, Perth and Adelaide on March 23, 2016.
We acknowledge that our carriage conditions may be slightly different to others such as closing airport check-in 45 minutes prior to departure and enforcing our baggage policy across our operation.
These policies are in place to support our commitment of delivering the best value fare for our customers so they have more in their pocket when they get to their destination.
We ask all customers to become familiar with these policies before flying Tigerair, including our refund request conditions.4
The entire Tigerair team looks forward to continuing to deliver on our promise of affordable, reliable air travel, delivered with high quality service and a smile in 2016 and beyond.
1 Tigerair stats drawn from BITRE Aviation Domestic Airline On Time Performance 2015, Table 1, pg.3 at https://bitre.gov.au/publications/ongoing/files/BITRE_OTP_Report_2015.pdf.
2 Tigerair August 2016 stats drawn from BITRE Aviation Domestic Airline On Time Performance August 2016, Table 1, pg.3 at https://bitre.gov.au/publications/ongoing/files/BITRE_OTP_Report_August_2016.pdf
3 77% of Tigerair customers indicated they were satisfied with their overall experience in the ‘Tigerair Domestic Customer Satisfaction July 2016 Survey’. Data has been collected and analysed by Colmar Brunton, a leading external Australian market research agency.
4 Our refund policy is outlined in our fare conditions - https://tigerair.com.au/tigerair-info/fare-conditions#refunds