Tiger Airways: ‘Air Ways’ TV series premieres on Channel 7 on Tuesday, 14 July

[drewbles]

I agree, but I think the show has the opposite effect.

Despite their behavioural/intoxication issues, the John/Rose issue pretty much hits Tiger's problems on the head - inflexible obligations on the customer to meet advance checkin times coupled with a complete mess when it comes to on-time departure, the result being risking wasting a whole day in transit rather than being at your destination.

Of course, people will still want to fly Tiger for their prices, but when they're bombarded with segments showing similar travellers stung time and time again by Tiger (without the assistance provided by an EasyJet, as noted above), I would have thought they'd eventually start to factor in these negative experiences and start to consider alternatives that give them the scope to enjoy their holiday sooner, rather than wasting half of it at airports.

I know no one ever got rich underestimating the stupidity of their audience, but I actually would imagine that a show like this would have the net effect of discouraging people from flying Tiger rather than 'educating them' about what to expect.

Totally agree with you here also. They say 'any publicity is good publicity' but i'm sure it's swinging more people over to DJ/JQ/QF than it is enticing people to fly with TT.

The CS staff in the show generally have a look of 'we don't give a frig' and they often just ignore the rant and say 'that's how it is, deal with it'.

I'm sure they've heard it time and time again, but dem's da rules, as they say.

I dare say management are hoping that the travelling public adapt to their rules, but the market they're after (infrequent and very budget conscious travellers) don't tend to read the fine print so much.

I know we're the minority of travellers, but as you say, it's gotta be having the opposite affect to what they want (and no, it's not better than the UK one as people have rightly stated).

 

[medhead]

No idea what was being referred to but the limited release is no different to what Qantas uses. Take fragile goods and the airline is not responsible for damage

Dave

Well that explains a lot then. If you read posts #129, 130 and 131 you might see what I'm referring to, apparently they charge a safe handling fee.

 

[Dave Noble]

Well that explains a lot then. If you read posts #129, 130 and 131 you might see what I'm referring to, apparently they charge a safe handling fee.

I heard something vaguely mentioned about it in the programme but have no idea what was being referred to but the key thing as related to the passenger is that he had fragile/inappropriately packed items, signed a release waiver and then expected compensation. Perhaps a reading and comprehension lesson for when signing forms would be appropriate

I have been asked to sign them for diving cylinders , which I tend to find quite bizarre given that 20 / 30Kg of steel tends to be fairly robust and not that fragile imo

Dave

 

[Dave Noble]

The CS staff in the show generally have a look of 'we don't give a frig' and they often just ignore the rant and say 'that's how it is, deal with it'.

At least they seem to be consistent in the application of their rules

I dare say management are hoping that the travelling public adapt to their rules, but the market they're after (infrequent and very budget conscious travellers) don't tend to read the fine print so much.

I would think that those watching are probably getting the message that Tiger closes check in at 45 mins before departure and that it is 45 minutes, not 44 or 43 minutes. Turn up late , whatever the reason, and don't expect to get on

 

[medhead]

I heard something vaguely mentioned about it in the programme but have no idea what was being referred to but the key thing as related to the passenger is that he had fragile/inappropriately packed items, signed a release waiver and then expected compensation. Perhaps a reading and comprehension lesson for when signing forms would be appropriate

I have been asked to sign them for diving cylinders , which I tend to find quite bizarre given that 20 / 30Kg of steel tends to be fairly robust and not that fragile imo

Dave

I get your point, back to my question, if they guy had of paid the "don't break my cough" fee would would the liability waiver still be relevant? Anyway, a hypothetical that opens a can of worms.

as for the tanks there are obsessive compulsive people like my cousin who would be upset if there was a scratch in the paint.

 

[Dave Noble]

I get your point, back to my question, if they guy had of paid the "don't break my cough" fee would would the liability waiver still be relevant? Anyway, a hypothetical that opens a can of worms.

I have no idea what they were talking about other than perhaps meaning that he should have insurance for it which perhaps they do sell

as for the tanks there are obsessive compulsive people like my cousin who would be upset if there was a scratch in the paint.

I go with the theory that if my cylinders have got damaged, then the rest of luggage would have been written off

Dave

 

[Smackbum]

At least they seem to be consistent in the application of their rules



I would think that those watching are probably getting the message that Tiger closes check in at 45 mins before departure and that it is 45 minutes, not 44 or 43 minutes. Turn up late , whatever the reason, and don't expect to get on

I suppose it's the same as catching a train - turn up a minute late and you are SOOL. But it would be very annoying if the train was delayed at the platform for 10 minutes but they shut the doors at the scheduled departure time just 'coz them's the rules.

Maybe they should look at a more realistic penalty charge (say $25) if you miss the 45-minute check-in time but the flight hasn't actually closed. If they did that I might actually consider flying them, because for now I would rather walk.

 

[odysseus]

The problem Tiger have in general, and with people on these forums, is that people praise service staff that bend the rules as giving good customer service. Tiger rigidly enforces its rules, and people complain about poor customer service.

It depends whether you view rules as being there to give a framework, and a means of dealing with those who just go absolutely overboard, or whether you view them as absolutely important facts of themselves with no room for tolerance. Some believe in treating others as you wish to be treated. In a business context, act with kindness and understanding towards others and they'll also think of you positively when they need to choose who to do business with.

It's not that some companies allow "bending" of the rules, but just that they're there as a guide, and they're not out to enforce everything with zero tolerance. Tiger, on the other hand, appears to believe zero tolerance is the standard to be upheld. This includes when there's no other justification or point i.e. benefit to enforcement except that's what the rule says.

 

[drron]

But Tiger can and do bend their own rules-I have seen this personally at MCY when their computers were down-they were still checking in Pax at advertised departure time.
Sure in this instance it was because of a problem on their side-still the same principal-if something unavoidable happens there should be some leeway-such as incidents I have also witnessed with TT at MCY-checkin closed at advertised time even though flight is delayed(and known it is going to be delayed).Though here I have seen a worse incident on JQ-checkin closed and some pax denied check in-had already announced a 2 hour delay and eventually flight cancelled-mrsdrron and her mum were checked in for this one.
The only problem is that many pax will make up an excuse or embellish their story.However I am grateful to DJ staff in MEL yesterday for bending the rules for mrsdrron-but then again she took along proof of her story with the QF flight that was delayed the earliest out of DPO and the DJ flight to MCY the only one for the day it would have been a significant problem if they had not.

 

[Dee Thom]

However I am grateful to DJ staff in MEL yesterday for bending the rules for mrsdrron-but then again she took along proof of her story with the QF flight that was delayed the earliest out of DPO and the DJ flight to MCY the only one for the day it would have been a significant problem if they had not.

Glad to hear Mrs drron made it home O.K.
Heard a whisper from my T/A that when extra E170s arrive, there could be more MCY/MEL daily flights.
Also 2 new VA destinations, but he was hush, hush about where to...........

Cheers Dee

 

[docjames]

Also 2 new VA destinations, but he was hush, hush about where to...........

Argh, you cant leave it there!

Local destinations serving exisiting o/s ports (eg. BNE-JNB; SYD-HKT??)

Or new o/s destinations?
Japan?
Bali?
AKL?

 

[straitman]

It depends whether you view rules as being there to give a framework, and a means of dealing with those who just go absolutely overboard, or whether you view them as absolutely important facts of themselves with no room for tolerance. Some believe in treating others as you wish to be treated. In a business context, act with kindness and understanding towards others and they'll also think of you positively when they need to choose who to do business with.

It's not that some companies allow "bending" of the rules, but just that they're there as a guide, and they're not out to enforce everything with zero tolerance. Tiger, on the other hand, appears to believe zero tolerance is the standard to be upheld. This includes when there's no other justification or point i.e. benefit to enforcement except that's what the rule says.

odysseus,

I agree wholeheartedly with these comments but would like to add a little. The other part that frequently gets forgotten is the flow on affect of bending/breaking the rules.

The LCC model often has the check-in agent performing other duties toward getting the a/c ready for departure once check-in has closed.

What can (and does) happen is that a couple of minutes here and a couple of minutes there expands into the the push back being late and the a/c missing its slot time. This leads to further delays and the situation escalates. What started out with a small number of people being helped out grows into a huge number of people having a major delay and associated inconvenience.

The problem only gets worse as the day progresses.

 

[oz_mark]

It's not that some companies allow "bending" of the rules, but just that they're there as a guide, and they're not out to enforce everything with zero tolerance. Tiger, on the other hand, appears to believe zero tolerance is the standard to be upheld. This includes when there's no other justification or point i.e. benefit to enforcement except that's what the rule says.

It also comes down to understanding why a particular rule has been put in place, and what the downstream consequences of bending a rule are, and how easily or not recovery can be made. Each airline has its own processes and procedures, and LCC's by their nature tend to have less wiggle room, so have to be tighter on enforcing rules.

 

[Dee Thom]

Argh, you cant leave it there!

Local destinations serving exisiting o/s ports (eg. BNE-JNB; SYD-HKT??)

Or new o/s destinations?
Japan?
Bali?
AKL?

He wouldn't say where or when, even though I threatend him with untold JW and soda.
Just hope one of the routes is BNE/NRT, boy would they make a small killing, and beat QF to replace JAL flights..................

Cheers Dee

 

[drron]

Having the checkin agent performing other duties is not just the LCC model-QFs regional ports have the same proceedure.
As well at major ports even TT have dedicated checkin agents when there are several flights going out.
In MEL I certainly wish some of the JQ checkin agents were forced to go and do something else.Fortunately next week it is carryon only so checkin at the QP.

 

[serfty]

Terse TT review from the well travelled Carfield of Airliners.net and FT:

Carfield flying Tiger Airways from SYD to MEL - FlyerTalk Forums

 

[Mal]

It's not that some companies allow "bending" of the rules, but just that they're there as a guide, and they're not out to enforce everything with zero tolerance. Tiger, on the other hand, appears to believe zero tolerance is the standard to be upheld. This includes when there's no other justification or point i.e. benefit to enforcement except that's what the rule says.

I have personally witnessed Tiger staff bending the rules and letting pax check in after the deadline. Was very selective and "hush hush" though. Then of course some pax were turned away, with the inevitable pleading etc.

So their systems allow for this to occur (although I'm sure my watch was very incorrect time wise ).

I was sitting about 10m away from the check-in desk at the time, so got to hear it all.

 

[ethernet]

On tonights show distressed pax baggage did not show up, but reveled somehow left in Canberra.
Angry pax had spent 2+2 hours on phone that did not answer - a familiar story.

My question would be if you complained to Insurance Council of Australia or whatever body, might there be a sanction - systemic abuse = pull their insurance - which in turn=cancellation of flying permits. An angle competititors might want to push. While airlines are keen to remind you of the fine print, that are not pointing out their obligations.

 

[Postcode]

I was channel surfing trying to find something watchable when I landed on the mother/daughter pair with their luggage woes tonight and started watching. I thought I was watching Kath and Kim.

I continued channel surfing.

 

[straitman]

I was channel surfing trying to find something watchable when I landed on the mother/daughter pair with their luggage woes tonight and started watching. I thought I was watching Kath and Kim.

I continued channel surfing.

Maybe it was just as well that I missed it tonight.