BiziBB
Jun 12, 09, 10:36 pm
An astounding about-turn in Tiger's policy or practice, according to the airline's recent action and its recently-appointed (Irish) chief operating officer:
Tiger Airlines starts taking complaints seriously (http://www.smh.com.au/travel/travel-news/tiger-airlines-starts-taking-complaints-seriously-20090610-c2vt.html) [SMH]
Tiger Airways has embarked on a campaign to repair its damaged reputation after ...its first 18 months... in Australia.
Tiger ...will hire a team of customer-service staff based in Melbourne to respond to complaints by passengers...
...Tiger was voted the worst domestic airline in Australia for customer service by Choice, the Australian Consumers Association's consumer information service.
Many of the complaints claimed Tiger was uncontactable in the event of a flight change or cancellation.
However, the airline's attitude has changed radically in the past month since it appointed Irishman Steve Burns... with specific responsibility for customer service, marketing and network development.
Burns, 34, is a wunderkind of the low-cost airline industry, with masters degrees in aeronautical engineering and air transport management.
He...is unusually frank, for an airline executive...
"We're focused first and foremost on not giving customers a reason to have cause for a complaint.
...referring to the airline's response to an aircraft technical problem that occurred recently when one of its Airbus A320s was on the ground at Gold Coast airport.
...unlike previous occasions, when passengers were left with little or no contact with the airline, stranded passengers were given refunds, flight credits, accommodation allowances and seats on competing carriers at no extra charge.
..."We never intended to treat our customers badly and, quite frankly, any company that does that knowingly is destined to fail."
This is quite a departure from the standard (JetStar!) 'no responsibility, read the fare rules' = nada, procedure for LCCs in Australia! :D
- Note to self - write a followup with a report on the inaugural SYD-ADL flight (July 31) if it happens, hopefully with this kind of service, rather than the 'no responsibility' attitude. :D
Tiger Airlines starts taking complaints seriously (http://www.smh.com.au/travel/travel-news/tiger-airlines-starts-taking-complaints-seriously-20090610-c2vt.html) [SMH]
Tiger Airways has embarked on a campaign to repair its damaged reputation after ...its first 18 months... in Australia.
Tiger ...will hire a team of customer-service staff based in Melbourne to respond to complaints by passengers...
...Tiger was voted the worst domestic airline in Australia for customer service by Choice, the Australian Consumers Association's consumer information service.
Many of the complaints claimed Tiger was uncontactable in the event of a flight change or cancellation.
However, the airline's attitude has changed radically in the past month since it appointed Irishman Steve Burns... with specific responsibility for customer service, marketing and network development.
Burns, 34, is a wunderkind of the low-cost airline industry, with masters degrees in aeronautical engineering and air transport management.
He...is unusually frank, for an airline executive...
"We're focused first and foremost on not giving customers a reason to have cause for a complaint.
...referring to the airline's response to an aircraft technical problem that occurred recently when one of its Airbus A320s was on the ground at Gold Coast airport.
...unlike previous occasions, when passengers were left with little or no contact with the airline, stranded passengers were given refunds, flight credits, accommodation allowances and seats on competing carriers at no extra charge.
..."We never intended to treat our customers badly and, quite frankly, any company that does that knowingly is destined to fail."
This is quite a departure from the standard (JetStar!) 'no responsibility, read the fare rules' = nada, procedure for LCCs in Australia! :D
- Note to self - write a followup with a report on the inaugural SYD-ADL flight (July 31) if it happens, hopefully with this kind of service, rather than the 'no responsibility' attitude. :D