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FAQ
- When am I allowed a refund of my fares?
- I made duplicate bookings but the dates differ, can I get a refund of one of the bookings?
- How do I change a past dated ticket?
- Why do you not provide email or phone feedback?
- I am pregnant. Do I need to mention this to the airline?
- We require a wheelchair, how do I book one?
- Can I combine our check-in baggage allowance?
- Who do I call for items lost on board?
- Who do I call for "credit card decline" matters?
- Can I change the confirmed payment to another credit card as I would like to accumulate the points offered?
- Why can't the airline inform pax of visa requirements?
- I am running late for my flight, what should I do?
- I do not have a printer at home. Can I request for a printout at the check-in desk or check-in without the itinerary?
- I need to make changes to my flight but your schedule is not out yet. Do you provide open-ticket?
- Can I bring more than 1 checked baggage per pax?
- Can I opt to purchase different Luggage Upsize™ requirements for different flight sectors?
- I just missed the flight. Can you put me to the next available flight?
- The page hangs when attempting to proceed with payment. What should I do and how do I know my payment go through?
- Why didn't I receive any confirmation yet when I have booked an hour ago? Is there any alternative to retrieve my itinerary?
Name Changes
- Does Tiger allow name changes?
- Can I name change for one sector but not the other after I've booked my flight?
- If I've booked a two-way ticket, can I name change for the return flight after I've already travelled one way already?
- Is name change available online?
- How will I be charged for name changes?
- What do I need to make name changes?
- If I am part of a group booking, can only one name be changed within the group?
- Why do I have to pay a fare difference for name changes?
- I've bought travel insurance already, can this be transferred if I make name changes?
- If I make a name change and a date change, will I be charged for both?
Web Check-in
- Why Web Check-in?
- Which flights will have Web Check-in available?
- How do I use Web Check-in?
- What do I need to use Web Check-in?
- When does Web Check-in open?
- When does Web Check-in close?
- When do I need to be at the airport if I check-in through the web?
- What do I do if I have luggage to check-in?
- What if I don’t have any luggage and but still want to check-in at the airport?
- Can I check-in luggage after I have checked-in through the internet using Web Check-in?
When am I allowed a refund of my fares?
When the passenger decides that they are unable to fly, they are entitled to apply for a refund of the Government Passenger Services Tax and other government taxes paid. However, Tiger Airways will apply a S$50.00 or A$50.00 (or local equivalent) administration charge per passenger per sector to cover the cost of processing and bank charges for each tax refund request.Tiger Airways operates a no-refund policy which means that we will not be able to refund any tickets (fares and charges) should the passenger decide that they are unable to fly due to personal circumstances, including but not limited to medical grounds.
In the event of Death of a passenger prior to the schedule departure time of their flight, Tiger Airways will refund the reservation once we receive a copy of the death certificate.
I made duplicate bookings but the dates differ, can I get a refund of one of the bookings?
As Tiger Airways operates a no-refund policy, we are unable to refund any tickets (fares and charges), even if duplicate bookings are made with differing dates.If the booking details of the reservation differ then this is not viewed as a duplicate booking and will not be refunded. Tiger Airways operates a no refund policy and as such it is unable to refund any tickets (fares and charges).
How do I change a past dated ticket?
You are only able to change flight dates, times and routes up to 4 hours before the scheduled departure time, subject to amendment fees and the applicable fare difference being paid.However, if a reservation is not amended at least 4 hours before the scheduled departure, all monies associated with the fare will be forfeited as Tiger Airways operates a no-refund policy.
Why do you not provide email or phone feedback?
Tiger Airways wants to provide quality service to our customers through meaningful correspondence instead of casual e-mail responses. We believe all our customers deserve professional and well thought out letters in response to their concerns and that is why we put so much effort into researching and investigating every letter we write. We answer every letter we receive in the order that it arrives, with our best efforts to the matter concerned and whoever the person involved. This helps to keep our service level to customers high while keeping our costs low.I am pregnant. Do I need to mention this to the airline?
As your safety is our utmost concern, you will need to contact our reservations to inform them of your pregnancy. You will need to produce a doctor's certificate to state that you are fit to travel, regardless of which stage of pregnancy you may be in. In general, pregnant women must have completed their journey in full by the 35th week of pregnancy. Flying is not permitted following the 35th week. Again, a doctor's certificate is required to state that the passenger is fit to travel between the 30th and 35th week.We require a wheelchair, how do I book one?
If you require special assistance when travelling with Tiger Airways you must book via the Tiger Airways dedicated call centre 5 days before your schedule departure.Failure to notify the call centre of your requirements will result in the service being unavailable on arrival at the airport and passengers being denied carriage. When making the reservation with our call centre please advice the level of assistance you require.
Are you able to board the aircraft steps?
Do you require a wheelchair from the airport to the aircraft?
Do you have your own wheelchair?
Passengers own folding wheelchairs will be carried free of charge in addition to their normal baggage allowance.
Wheelchairs that are powered by sealed, non-spillable types of battery are acceptable for carriage on Tiger Airways aircraft. Wheelchairs with un-sealed, spillable batteries will not be accepted for carriage.
Whilst we endeavour to facilitate requests, we might not be able to accede to them in all stations due to local limitations. Please contact our call centre for more information or refer to our Conditions of Carriage for more details..
Can I combine our check-in baggage allowance?
Passengers are allowed to combine their checked baggage allowance if they are booked within the same reservation.You are offered the option to select your checked baggage allowance from our Luggage Upsize™ options of 15kg, 20kg, 25kg or 30kg at the time of making your reservation upon payment of a corresponding fee per passenger per one way flight. This excludes, but is not limited to items such as sporting equipment.
Please refer to the Luggage Upsize™ page for full details.
Who do I call for items lost on board?
If you have lost an item during your traveling you will need to email our ground handling staff in an attempt to determine if your property has been handed in.Tiger Airways Australia does not take responsibility for any item lost or damaged on board our aircraft or within the airport terminal buildings. We make sure that if an item was left on one of our flights, our staff places it into our lost property at the airport it was located at. To help you locate your lost property we have provided you a list of airport contacts below. Please be advised that if an item remains unclaimed for more than 30 days it is donated to a charity organization.
| Adelaide ttadl.ops@aerocare.com.au |
Gold Coast ttool.ops@aerocare.com.au |
Perth ttper.ops@aerocare.com.au |
| Alice Springs ttasp.ops@aerocare.com.au |
Hobart tthba.ops@aerocare.com.au |
Rockhamptom psmrok@avgh.com.au |
| Brisbane ttbne.ops@aerocare.com.au |
Launceston ttlst.ops@aerocare.com.au |
Sunshine Coast ttmcy.ops@aerocare.com.au |
| Canberra tcbr.ops@aerocare.com.au |
Mackay psmmky@avgh.com.au |
Sydney ttsyd.ops@aerocare.com.au |
| Darwin ttdrw.ops@aerocare.com.au |
Melbourne (Tullamarine) ttmel.ops@aerocare.com.au |
Melbourne (Avalon) TBA |
Who do I call for "declined credit card" matters?
In the event that your credit card is declined, you may contact our call centre for confirmation that the transaction was not successful. Our agents will be able to enter an alternative form of payment for you in this case.If you need to find out more information regarding the reason for the decline then you should contact your issuing bank for assistance.
Can I change the confirmed payment to another credit card as I would like to accumulate the points offered?
In our efforts to continue providing our customers with low fares, Tiger Airways is unable to change payments to another credit card due to the additional costs that will be incurred in so doing.Tiger Airways operates a no refund policy and as such it is unable to refund any tickets (fares and charges) after the transaction has taken place.
Why can't the airline inform pax of visa requirements?
Tiger Airways is not able to give advice to passengers regarding visa requirements as this information can be updated by the relevant authorities without our knowledge. As such it is every passenger's sole responsibility to ensure that they have valid travel documentation available for presentation which meets the requirements of Tiger Airways, immigration and other governmental authorities at every entry and exit point. Any fines, penalties, payments or expenditures incurred as a result of breach of this requirement shall be paid by or charged to you. In order to ensure compliance Tiger Airways requires that you carry your valid passport (and visa if applicable) on all journeys.Please also take note that Tiger Airways reserves the right to refuse carriage to any passenger if their travel documentation is not considered to be valid or in a suitable condition or shows any sign of being tampered.
If you are in any doubt about whether or not you require a visa to travel please contact the local Embassy or Consulate of the country you intend to visit prior to making your reservation. Tiger Airways will not refund tickets if a visa cannot be obtained after making the reservation.
I am running late for my flight, what should I do?
You will be able to change flight dates, times and routes up to 4 hours before the scheduled departure time, subject to amendment fees and the applicable fare difference being paid. You can do so either online, through our call centre or any travel agent (subjected to a service fee) can help you amend your flight details.However, if a reservation is not amended at least 4 hours before the scheduled departure, all monies associated with the fare will be forfeited as Tiger Airways operates a no-refund policy.
Our check-in desks open 2 hours prior to scheduled time of departure.
Tiger Airways recommends that passengers check-in two hours prior to scheduled departure. Check-in desks close strictly 45 minutes before scheduled departure, by which time passengers should have completed the check-in process and be in possession of a valid boarding card. We reserve the right to cancel your reservation and deny you boarding if you do not comply with the Check-in Deadline.
Any passenger not having completed check-in formalities and be in receipt of a boarding card within the above timeline will forfeit their seat and no compensation will be given. You will be expected to purchase a new ticket on the next available service.
I do not have a printer at home. Can I request for a printout at the check-in desk or check-in without the itinerary?
In our efforts to continue providing our customers with low fares by keeping our costs controlled, you are required to print the itinerary yourself. Please note that certain immigration authorities will insist that you have the itinerary as proof of onward journey. Tiger Airways takes no responsibility for passengers who are unable to produce the printout.I need to make changes to my flight but your schedule is not out yet. Do you provide open-ticket?
Tiger Airways does not offer open tickets. Please sign up for our email updates to be the first to know when the new flights are loaded.Can I bring more than 1 checked baggage per pax?
Passengers are offered the option to select their checked baggage allowance from our Luggage Upsize™ options of 15kg, 20kg, 25kg or 30kg at the time of making their reservation upon payment of a corresponding fee per passenger per one way flight. This excludes, but is not limited to items such as sporting equipment.Providing you have selected the relevant Luggage Upsize™ option, you are able to check-in more than one (1) bag up to the selected weight limit. Please note that no individual item should weigh more than 30kg.
Can I opt to purchase different Luggage Upsize™ requirements for different flight sectors?
The Luggage Upsize™ purchase is per passenger sector, so please plan ahead and book the Luggage Upsize™ most suitable for your travel needs for both flight sectors when you book a return journey with Tiger Airways.Alternatively, you may also choose to book your flight sectors individually and purchase the appropriate Luggage Upsize™ for the sector.
You may also wish to contact our call centre for assistance to book different upsize for flights on the same itinerary.
I just missed the flight. Can you put me to the next available flight?
You will need to book a separate ticket on the next available service again, either via online, our call centre or ticket desk. Please note that all monies associated with the flight you missed will be forfeited as Tiger Airways operates a no-refund policy.Any passenger not having completed check-in formalities and be in receipt of a boarding card within the given timeline will forfeit their seat and no compensation will be given. You will be expected to purchase a new ticket on the next available service.
The page hangs when attempting to proceed with payment. What should I do and how do I know my payment go through?
Please contact one of our call centres who will be able to check the flight details for you to ensure if the booking was successful. Please note that if you make a second reservation Tiger Airways is unable to make a refund due to our strict no-refund policy.If the payment is unsuccessful the call centre will be happy to assist you to make the reservation.
Why didn't I receive any confirmation yet when I have booked an hour ago? Is there any alternative to retrieve my itinerary?
Please contact one of our call centres who will be able to resend your itinerary and verify if the email address provided is correct.Name Changes
Does Tiger allow name changes?
We are constantly looking for opportunities to give our passengers flexibility and allowing name changes is another step towards making the entire experience of booking with Tiger Airways a positive one.Can I name change for one sector but not the other after I've booked my flight?
Once you change your name, it will be done for the entire booking. You cannot change the name for one sector of your flight and not the other.If I've booked a two-way ticket, can I name change for the return flight after I've already travelled one way already?
No, once you've started your journey, you are not allowed to change the name for the return sector.Is name change available online?
At this point, name changes are only available via the call centres.How will I be charged for name changes?
Name changes on Tiger Airways can be made subject to the following conditions :International flights
Name changes are allowed subject to payment of a change fee of S$60 or A$60 per passenger per flight sector via the call centre (or local currency equivalent) per person, plus any additional cost between the original total price paid and the lowest total price available for the new flight at the time the change is made. If the total price is lower on the new flight, no refund will be made. Changes can be made up to four (4) hours prior to the scheduled departure time of your outbound journey by calling the Tiger Airways call centre (subject to opening hours). Changes are not confirmed until a new itinerary is issued to you.
Domestic Australian flights
Name changes are allowed subject to payment of a change fee of A$60 per passenger per flight sector via the call centre (or local currency equivalent) per person, plus any additional cost between the original total price paid and the lowest total price available for the new flight at the time the change is made. If the total price is lower on the new flight, no refund will be made. Changes can be made up to four (4) hours prior to the scheduled departure time of your outbound journey by calling the Tiger Airways call centre (subject to opening hours). Changes are not confirmed until a new itinerary is issued to you.
What do I need to make name changes?
Your Confirmation Number, details of the new name and passport details (for international flights) to be changed to.If I am part of a group booking, can only one name be changed within the group?
Yes, you will be able to name change for individual members who are part of the group. Charges will be the same as above.Why do I have to pay a fare difference for name changes?
This is because the fare that was originally paid is no longer applicable when there is a name change made. For the convenience of passengers, if the same fare is still available at the time of the name change, we will only charge the name change fee only.I've bought travel insurance already, can this be transferred if I make name changes?
No, insurance coverage is tied to individuals by name and if the booking is changed to another name, then insurance will have to be purchased to cover this person taking over the ticket. The original insurance is thus forfeited.If I make a name change and a date change, will I be charged for both?
Name and date changes are charged on a per passenger and per flight sector basis. You will thus be charged the applicable change fee for both.Web Check-in
Why Web Check-in?
Web Check-in is the most convenient and affordable way to fly. It offers many benefits including:
- Up to 10kg of hand luggage.
- Free to check yourself in.
- Avoid the check-in queues!
- Plus, you can check yourself in from the comfort of your home or office 7 days prior to your flight (but four hours before your flight).
Which flights will have Web Check-in available?
Web Check-in is available for all Tiger Airways Australia domestic flights.How do I use Web Check-in?
Just click here and follow the prompts.What do I need to use Web Check-in?
It's simple. If you've made a booking with us, all you need is access to the internet and a printer to print out your boarding pass so you can go straight to the gate on arrival at the airport. You also need to be over 15 years of age and have up to 10kg hand luggage only.When does Web Check-in open?
You can check-in online up to 7 days prior to your scheduled time of departure.When does Web Check-in close?
Web check-in closes four (4) hours prior to your scheduled time of departure. After this time, you will need to check-in the usual way at the airport check-in desk, which opens two hours before your scheduled time of departure. (Please note that a check-in service fee will apply if you use airport check-in).When do I need to be at the airport if I check-in through the web?
We're committed to departing on time so please be sure to arrive at the airport boarding gate no later than 30 minutes before your flight is scheduled to take off.
What do I do if I have luggage to check-in?
Web Check-in only is for passengers who have two hand luggages only up to 10kg and who wish to avoid the check-in queue at the terminal.What if I don't have any luggage and but still want to check-in at the airport?
You can still check-in at the airport if you wish to for a prepaid service fee of A$10.
Please make sure to select this pre-paid fee when you are booking your fights as the fee will be $15 if you decide to check-in at the airport without having selected this option on the website.
Remember airport check-in opens two hours before departure and closes strictly 45 minutes before the scheduled departure time.
Can I check-in luggage after I have checked-in through the internet using Web Check-in?
Web Check-in is only available for passengers with up to 10kg of hand luggage.
If you have already used Web Check-in and decide you need to check-in some additional luggage, you can call the Tiger Airways call centre to amend your luggage allowance and a service fee will apply.
If you plan to check-in luggage, you will need to check-in at the airport check-in counter. A service fee will also apply.
Note: It is always best to pre-pay for your luggage as fees paid at the airport will be higher.
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