<TABLE cellSpacing=0 cellPadding=0 width="100%" border=0><TBODY><TR>So hard to get through to Tiger Airways' hotline
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<!-- START OF : div id="storytext"--><!-- more than 4 paragraphs -->IN EARLY February, I booked nine tickets to Kuala Lumpur on the Tiger Airways website to depart on April 10. I made two separate group bookings. The ticket prices were very good. However, I cannot say the same for the service provided by Tiger Airways.
Five days before departure to Kuala Lumpur, one of my friends in the group had to undergo an emergency operation for appendicitis. He was thus unable to travel with us.
I called the Tiger Airways call centre countless times to change the flight date, but to no avail. I wanted to make the changes online, but since my friend's booking was under a group of five, I was not sure how to do this without affecting the rest of us in the group.
I sent a fax to Tiger Airways, with details on my friend's plight and asking for someone to call us as soon as possible. There was no reply.
There is a phone number on the Tiger Airways website to call if there are urgent matters, but no one answered the phone.
As a last resort, on the day of our departure, I requested help from the service counter at the Budget Terminal. I was told I could make amendments on the spot. However, I had to submit the new travel date there and then, which I could not do as I needed to consult my friend.
Frustrated, I cancelled two of the bookings for my friend and his wife.
I hope Tiger Airways can improve the management of its call centre. Heavy traffic of phone calls is common at major organisations, but I have never experienced such frustration with other call centres.
Keeping costs down to provide cheaper air travel should not come at the expense of service quality. Vijeya Kumar Govindan
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<!-- START OF : div id="storytext"--><!-- more than 4 paragraphs -->IN EARLY February, I booked nine tickets to Kuala Lumpur on the Tiger Airways website to depart on April 10. I made two separate group bookings. The ticket prices were very good. However, I cannot say the same for the service provided by Tiger Airways.
Five days before departure to Kuala Lumpur, one of my friends in the group had to undergo an emergency operation for appendicitis. He was thus unable to travel with us.
I called the Tiger Airways call centre countless times to change the flight date, but to no avail. I wanted to make the changes online, but since my friend's booking was under a group of five, I was not sure how to do this without affecting the rest of us in the group.
I sent a fax to Tiger Airways, with details on my friend's plight and asking for someone to call us as soon as possible. There was no reply.
There is a phone number on the Tiger Airways website to call if there are urgent matters, but no one answered the phone.
As a last resort, on the day of our departure, I requested help from the service counter at the Budget Terminal. I was told I could make amendments on the spot. However, I had to submit the new travel date there and then, which I could not do as I needed to consult my friend.
Frustrated, I cancelled two of the bookings for my friend and his wife.
I hope Tiger Airways can improve the management of its call centre. Heavy traffic of phone calls is common at major organisations, but I have never experienced such frustration with other call centres.
Keeping costs down to provide cheaper air travel should not come at the expense of service quality. Vijeya Kumar Govindan
