TIGER - Does Tiger tear up letters?

[ethernet]

Has anyone actually gotten a response back from Tiger after complaining - or asking a question?

I figure an international letter will be looked at, over and above an email or phone query to some droid. Maybe they bin such things before reading.

I wrote them a real letter on paper with stamp, and sent it to Singapore. One month later NO response. How rude!

I was going to say things turned out OK, sortof, in the end - cheesed off paying for a fare, then 1 hour later, get an email, saying a sale is on and the identical flight is $50 cheaper.

I would have love to replied to such a letter - two words - tough titty.

This means Australians should not book a Tiger Airfare between 9pm and 1am, because a special may pop out. You should not book and pay months in advance, because a sale may pop up. Having flown the route - one could swing a cat in the plane - yet the airfare tripled on the final day (SIN-.DRW redeye) before I left. The computer revenue/yield maximisation algorithm - is up the creek.

I did detail some market intelligence, but at the tactical level, they want to loose market share to Bogstar - so be it.

 

[Petch]

This means Australians should not book a Tiger Airfare between 9pm and 1am, because a special may pop out. You should not book and pay months in advance, because a sale may pop up.

I was keeping an eye on a MEL-HBA March flight, and last week, watched the seat sell at ~$34 one day, $79.95 the next, then $19.95 the following... they are nothing if not changeable. (Also, I have noticed prices change (down) midway through the day, not just overnight!)

 

[FL360]

This is the way I use discount airlines....

For Bookings: Only book when they have extra sales on, they have it from time to time. Two days ago they have MELB<=>Newcastle for $10 pp/pw all inclusive, it was for June and there are seats for the Queens birthday long weekend, so I book ahead, who cares if I have change of plans at the end ? Just don't fly it !

If you have that trip in mind which you have to have, and it is months ahead, I prefer to redeem points from a full service airline and get treated like a human being, you can also try LCCs but they might have a sale later on, usually not if it is around public/school holidays. Just like the Anzac day long weekend.

For travel ~1 mths ahead.. try everything and get the cheapest fares...
For travel ~1 week ahead... try LCCs and you might be surprised... Full service will be very expensive at this time..

Always, when travel with LCCs, always have contingencies... and with travel insurance. The best LCCs can do is give you a refund if anything happens.

 

[Yada Yada]

I just don't fly the two local LCC's because my time is too valuable. I simply do not want to waste time having to check-in so early and wait around. I've seen the JQ check-in lines at SYD - they're deplorable.

 

[garyjohn951]

I was going to say things turned out OK, sortof, in the end - cheesed off paying for a fare, then 1 hour later, get an email, saying a sale is on and the identical flight is $50 cheaper.

This is a common happening these days with Qantas and their sales.

 

[ethernet]

In marketing 'Buyer Remorse' is a known phrase.

That is why some box pushers - Good Guys comes to mind - if you see a cheaper advertised price we will refund that plus a bit - to crystalise or remove buyer hesitation.
Bogstar uses it a little, but in a format that is not very collectable. The question what is the elasticity factor of burnt pax? Probably not a great deal, especially as there is not real competition in the marketplace.

 

[Mal]

The question what is the elasticity factor of burnt pax?

The sad thing with the Australian market is that consumers appear to want to get burnt by Airlines. (UK is another classic example, but discussing Australia only atm)

How many times do we hear "Jetstar treated me like cr@p" or "They're a shocking airline", yet the same people who say how bad the airline is, are the same ones who line up at their sales.

It's almost like some people know they'll be burnt, but because of the perceived small price aren't worried about that possibility.

I see Tiger as not being too much different in the marketplace.

 

[StevePER]

The sad thing with the Australian market is that consumers appear to want to get burnt by Airlines. (UK is another classic example, but discussing Australia only atm)

This is very true. Same with banks actually, most people just aren't fickle enough to take their business elsewhere.

 

[ethernet]

Australians are simple. Easily pulled by the nosering, by FF points, CC points, lounge facilities. Then we have spineless toothless regulators know dont see a trick coming. Friends of Qantas, have so far, kept foreign airlines off the USA route- while us passengers pay double per km flown on that molly coddled 'insulated' leg.

When Qantas devalued FF points by converting kl's to miles (but also playing with the zones - so claims became more expensive) - did anyone scream foul? Did heads roll with the Sydney cross city Tunnel - where efficiency was not the #1 priority? Or the last aborted QF selloff.

So I say, shop by price, write complaint letters, and if that does not work, act as a cast iron alibi for someone who 'slipped and fell', while waiting to be picked for jury duty. To date 'Class Actions' in Australia have been a joke, and the fines for collusion pathetic. That may change - there are underemployed QC's swimming around, and a new sheriff in town.

The final tip, is write letters to the company directors themselves - to their home address, or ring them up - it is so easy in the internet age. Just tell them that a staffer gave you all the details. And if they have lied or put a fake address on the corporate register (many do) - complain about that too.
But always be polite - so the lawyers can follow up.

 

[stryker]

The sad thing with the Australian market is that consumers appear to want to get burnt by Airlines. (UK is another classic example, but discussing Australia only atm)

Yes, but at least in UK/Europe there is real competition and much better prices. There I can afford to purchase 2 tickets on different LCC's for the same journey to give myself a better chance of getting to be where I want to be when I want to be there (so if I do lose 10 Euros, so what?). Can't really do that here.

Thus, not sure what your reference to the UK is about...

 

[one9]

Has anyone actually gotten a response back from Tiger after complaining - or asking a question?

I figure an international letter will be looked at, over and above an email or phone query to some droid. Maybe they bin such things before reading.

I wrote them a real letter on paper with stamp, and sent it to Singapore. One month later NO response. How rude!

I was going to say things turned out OK, sortof, in the end - cheesed off paying for a fare, then 1 hour later, get an email, saying a sale is on and the identical flight is $50 cheaper.

I would have love to replied to such a letter - two words - tough titty.

This means Australians should not book a Tiger Airfare between 9pm and 1am, because a special may pop out. You should not book and pay months in advance, because a sale may pop up. Having flown the route - one could swing a cat in the plane - yet the airfare tripled on the final day (SIN-.DRW redeye) before I left. The computer revenue/yield maximisation algorithm - is up the creek.

I did detail some market intelligence, but at the tactical level, they want to loose market share to Bogstar - so be it.

My opinion for you - GET OVER IT.

I did not think I would see the day when someone is complaining by letter to a low cost airline because of a special that they missed out on.

 

[one9]

Deleted - Double Post

 

[NM]

That is why some box pushers - Good Guys comes to mind - if you see a cheaper advertised price we will refund that plus a bit - to crystalise or remove buyer hesitation.

I wish petrol stations would follow that principle.

 

[Petch]

Tiger boarding passes out of Perth, have a leaflet stapled to them. (I have scanned, and attached the image below.) This is not occurring for flights out of Melbourne.

(I am left to surmise, that the Western Australian government, has started to take an active interest in Tiger's compliance with that state's Trading laws.)

On the back of the leaflet, it reminds passengers about the 45 minute check-in cut off and $8.00 per kg charge for checked baggage over 15kg.

 

[codash1099]

Tiger boarding passes out of Perth, have a leaflet stapled to them. (I have scanned, and attached the image below.) This is not occurring for flights out of Melbourne.

(I am left to surmise, that the Western Australian government, has started to take an active interest in Tiger's compliance with that state's Trading laws.)

On the back of the leaflet, it reminds passengers about the 45 minute check-in cut off and $8.00 per kg charge for checked baggage over 15kg.

Limited value of a leaflet like this after check-in.

Also nice of them to ask PAX to call them on a standard STD line. A typical airline wait could be costly. I suppose LCC's don't run to 1800 or 1300 numbers.

(Grumpy day)

 

[docjames]

With regards the first post and price going to max 24hrs pre-flight, i guess they figure if you need to fly desperatley / last minute, you'll pay wahatever.

Otherwise, you'll book in advance (and shop around for cheaper fares)

 

[straitman]

Tiger boarding passes out of Perth, have a leaflet stapled to them. (I have scanned, and attached the image below.) This is not occurring for flights out of Melbourne.

(I am left to surmise, that the Western Australian government, has started to take an active interest in Tiger's compliance with that state's Trading laws.)

On the back of the leaflet, it reminds passengers about the 45 minute check-in cut off and $8.00 per kg charge for checked baggage over 15kg.

Rhat's the number that someone here mentioned either is engaged or rings out.

Wonderful :!:

 

[Petch]

Rhat's the number that someone here mentioned either is engaged or rings out.

I had to ring the "Melbourne" number late last year (after I realised that I had not been entering my name backwards into their website, i.e. last name first, first name last). The website states the phone service was only operational during business hours, so I waited until the next day to call (instead of a 10pm when I discovered my dyslexia). After a fairly short wait, I spoke with a representative (who I assume by her accent was either in Singapore, or from there). She was polite, checked my booking, made sure I hadn't made a spelling mistake in my name (I have heard that's how Ryanair stings you at check-in) and said everything would be okay, even with my name entered around the wrong way.

Tiger had an absolutely fantastic rep behind the counter in Melbourne (when I checked in) - smiles, eye contact, friendly & very efficient (but definitely a calm, polite, no-nonsense type when it came to bending rules, which I observed from watching others interact with her). She must have encountered other people who hadn't entered their names backwards, and found my booking quickly (all you show is your photo ID)... And within just a few seconds, I had my boarding pass and was walking away from the desk.

 

[ethernet]

"My opinion for you - GET OVER IT.
I did not think I would see the day when someone is complaining by letter to a low cost airline because of a special that they missed out on."

Nooo, the point is, the letter is unanswered. Arrogant, aloof and uncaring, is not the mental imagary they want, when they are trying to push your pleasure buttons (the one that pushes the credit card). Word of mouth, looses discerning customers quickly.

There are business consequences too.
The CORRECT response is to have a giant FAQ with every question past or present - as well as keeping it up to date, as well as mining that list.Every customer gained, is one off your competitor. The recent ff chatter on sg, for instance, will have an impact - an influential buyer of their premium services - ouch!!!.

I could tell Tiger, specifically, that booking a destination to Kochi (cough) seems difficult at present, and I cant readilly understand why - even from SIN.

Or if I could break a MEL - SIN leg, and look around Darwin for a few days - Multileg hops are a little awkward - Woudn't a worked example in the FAQ help.

Or that the Jetstar sale - designed to spite them Jetstar attacks Tiger with new Asia route | NEWS.com.au
that I did not buy on either, because my confidence on possible changes is now, not good. Tg were a milimeter of a second off from a sale.

Their policy should be that you always get a reply, even if they don't mean a word, or it is a computerised by number response (al la ebay) And if they are too lazy to employ humans, then put in a big faq, and a blog of sorts.

Right now, Jetstar have a 5kg luggage advantage, and seat pick advantage, when all things are equal - and they better figure that into the equation too.

 

[Mal]

Does anyone think it is weird that Tiger doesn't list their Excess Baggage surcharges on their website???

(I'm not talking about the UPSize option, but the regular show up at the airport and your bag is overweight scenario).