A LETTER TO TIGER AIR (PHILIPPINES)
I would just like to share a letter that I had sent to Tiger Air today, upon receiving a cancellation note of the flights I booked last June 12, 2013 (Manila-Laoag-Manila). I hope the authorities will do something about it immediately.
July 5, 2013
Last June 12, 2013, you have posted a promo (free seats Manila-Laoag-Manila, see details below)
I waited for the exact time, which in this case is 3:00 pm – 5:00 pm, to avail of the free Manila-Laoag-Manila promo. I was able to get a ticket for two adults and one child at an affordable rate of Php 1456.80, with reservation code NY3ZXD. I even raved about how affordable the flights are with TigerAir (TigerAirways), and that the airline is always on time and never delayed.
Five days later, another promo for the same route was announced in your Facebook page. The same promo was also announced on June 20, 23, and 27.
(see links below)
Today, July 5, 2013, I received an email informing me that the flights I booked last June 12, 2013 was cancelled due to company decision. The email reads:
I was so disappointed and aghast when I learned about the flight cancellation. First, please help me understand why would TigerAir create a promo and run it not just once, but five times (the last one being run just eight days ago) if it already has plans of suspending this route? It is too impossible for you not to foresee this as we all know that promotions are being approved way ahead of time, and that it is a general practice to have a marketing plan for such.
Second, the email sent to me states that “ a full refund for your flight/s to the original form of payment will be completed within 30 working days.” This alone leaves passengers like me with no other option but just to “click (here) to acknowledge” as the template implies, and wait for 30 days before we get our refund. While others would agree to just “acknowledge” the 30-day refund process, I am certain that many would still want to rebook or reroute their flights. This should be part of the options.
In the DOTC-DTI Joint Administrative Order No. 1, s. 2012, Chapter IV otherwise known as “Right to Compensation”, section 11 states the rights to compensation and amenities in case of cancellation of flights of the passengers. Whereas:
11.1 In case of flight cancellation attributable to the carrier, a passenger shall have the right to:
(a) Be notified beforehand via public announcement, written/published notice and flight status update service (text);
(b) Be provided with the following, if he/she is already at the airport at the time of the announcement of the flight cancellation: sufficient refreshments or meals (e.g. snacks consisting of at least a bottle of water and a sandwich, or breakfast, lunch, or dinner, or a voucher for the same, as the case may be); hotel accommodation (conveniently accessible from the airport); transportation from the airport to the hotel, v.v.; free phone calls, text or e-mails, and first aid, if necessary; and
(c) Reimbursement of the value of the fare, including taxes and surcharges, of the sector cancelled, or both/all sectors, in case the passenger decides not to fly the ticket or all the routes/sectors; or
(d) Be endorsed to another air carrier without paying any fare difference, at the option of the passenger, and provided that space and other circumstances permit such re-accommodation; or
(e) Rebook the ticket, without additional charge, to the next flight with available space, or, within thirty (30) days, to a future trip within the period of validity of the ticket. However, for rebooking made in excess of the aforementioned thirty (30) days for a trip likewise within the validity of the ticket, fees and/or fare difference shall apply.
Provided, that in case a carrier cancels a flight at least twenty-four (24) hours before the ETD, it shall not be liable for the foregoing amenities, except, it shall be obliged to notify the passenger, and, in accordance with the preceding provisions, to rebook or reimburse the passenger, at the option of the latter.
11.2 In case the air carrier cancels the flight because of force majeure, safety and/or security reasons, as certified by the Civil Aviation Authority of the Philippines, a passenger shall have the right to be reimbursed for the full value of the fare.
11.3 The provisions of this Section shall be the minimum entitlement of a passenger in case of cancellation, and shall not prohibit the air carrier from granting more favourable conditions or recourses, as it may deem appropriate.
For me, leaving the passengers with no choice but to refund is a proof of poor customer service, and is nonetheless unacceptable.
With this, I would like to appeal:
1. That TigerAir give the affected passengers other options (such as rebooking or rerouting without any additional fees charged to the passengers); or
2. That TigerAir endorse the affected passengers to another air carrier without paying any fare difference, at the option of the passenger
Immediate action will be highly appreciated.
Maritess G. Reyes