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Tiger Airways is using customer feedback

Tiger Airways believes lowest airfares and customer satisfaction go hand-in-hand

Tiger Airways is using customer feedback to continue to evolve and reshape its business whilst still being able to offer the lowest fares in Australia. The airline is now reporting a massive drop in customer complaints as a result.

Steve Burns, Tiger Airways Australia Commercial Director, says “Tiger Airways is the fastest growing airline in Australia today and we want to make sure that we put customers first as we extend our paw-print across the country.



"Our low fare leadership in Australia is proving immensely popular, enabling us to grow our network and add more and more flights. We have consistently had very positive feedback on our in-flight service, especially about our cabin crew and pilots. We are now working hard on simplifying the customer experience in relation to bookings and the airport experience. We are an evolving company and we are constantly looking at our processes and procedures. I am happy to say that our hard work in recent months has already led to a massive 75% drop in complaint levels since the start of the year.



"The overwhelming majority of our customers are very happy with our consistently low fares, our friendly cabin crew, industry leading reliability results (especially when other airlines in Australia cancel so many flights to try and prop up their poor punctuality statistics) and our great product featuring the newest aircraft in Australia. Tiger Airways is now working hard to try to help customers with the aim of having any concerns quickly resolved."

Tiger Airways recently announced the creation of a new Melbourne based customer services team, the installation of additional phone lines and extended operating hours to make accessing the call centre easier, as well as changes to a number of procedures based on customer feedback.

Steve Burns commented “We continue to listen to our customers, who are helping us further improve and shape our business. For example, although we still need to enforce our 45 minutes check-in deadline rigidly to allow us to keep our flights on time and prices low, we have recently changed our policy to allow passengers who just miss that deadline to move to the next available flight for a fixed fee (instead of having to buy a new ticket). Customer feedback has also led us to us change our policy making it easier for young people to now travel alone on our flights. We thank our customers for their feedback – it all helps to improve our service as we aim to become Australia’s most popular airline.

"Over the past few months, with a greater focus on addressing customer questions or concerns with a growing Tiger Airways team in Australia, customer satisfaction levels are at an all time high. Tiger Airways has seen an unprecedented drop in customer complaints since the start of the year which shows not only that our customers are very happy about having the lowest fares in the markets, but also that the reliability and friendliness of the Tiger Airways service is unbeatable."

The airline will be announcing further customer service initiatives and products in response to customer feedback in the coming months.

Co-Founder & Managing Director - Travel Media Applications | Website | + Posts

Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.

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