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Frequently asked questionsEarly Check In (ECI) - For flights departing from Singapore only How does ECI benefit me?
ECI allows you to check-in earlier on the same day of the flight, and enjoy shopping and eating at Changi Airport or take a short trip into the city before boarding your flight.
How does it work?
Normally, you can only check-in 2 (two) hours before the flight departure. With ECI, you can check-in as early as 10am for a flight departing several hours later, up to midnight on that same day. For example, if your flight is at 11pm, you can check-in anytime between 10am and 6pm on that same day.
Please note that you can only check-in at the ECI counter until 4 (four) hours before your flight departure. For example, if your flight is at 6pm, you can check-in anytime between 10am-2pm, after which you will have to wait to check-in 2 (two) hours before your flight departure time. When do I have to report to the departure gate for boarding?
Boarding gates close 20 mins before departure. You must report to the boarding gate before then. Please allow enough time for immigration and security checks.
Do I have to pay anything?
No. ECI is a free service only for Tiger Airways passengers at Changi Airport Budget Terminal.
What are the operating hours?The ECI Counter operates from 10am to 6pm daily.
Where is the Early Check In counter?It is at Counter 25 at the Changi Airport Budget Terminal, Departure Hall. Just look out for the Early Check In sign.
Hong Kong In-town Check-in (ITCI)
What is ITCI?
Tiger Airways has made it much easier for our passengers in HKG to check in at either Hong Kong or Kowloon station of the MTR.
When will the service be available?
This convenient and free service is available from 1 November 2011.
How does ITCI work?
Please refer to the table for the ITCI timings of your flights. For more details you may visit the MTR website.
Booking & Making Payment
How can I make a booking online?
Go to the homepage of www.tigerairways.com, fill in your travel details to find the flights that work for you, and you will be guided through a few easy steps to complete your booking.
Can I purchase Tiger Airways tickets on an open-dated basis?
Sorry, we do not offer open dated tickets.
Can I make an open-jaw booking online?
You will need to make separate bookings for each leg of your travel. If you require both sectors to be in the same itinerary, please contact our call centre for assistance.
Do you accept international credit cards?
Yes.
Do you accept debit cards?
For internet bookings, the only debit cards that are accepted are those issued in Australia.
For other modes of booking, all debit cards are not accepted. How can I ensure if payment goes through in a 'Pending' status and I would not be charged twice?
Please verify with our call centre on your booking status or use the "Manage my booking" function on our homepage. If payment is outstanding, you will be prompted to pay for your bookings when your itinerary is retrieved.
Why isn't my booking processed successfully? It keeps prompting error messages.
Your browser security setting may not be configured to work on our website. Please check that your system meets the requirements below:
Supported Operating Systems: Windows 98, Windows 2000, Windows XP and MAC OS 9.0 or later Supported Browsers: Internet Explorer 7.0+ Mozilla Firefox 3.5+ Settings: Screen Resolution: 1024 x 768 pixels Javascript: enabled Cookies: enabled The page hangs when attempting to proceed with payment. What should I do and how do I know if the booking and payment went through?
Please verify with our call centre if your booking has been confirmed. If it is not, please check with your card issuing bank whether the transaction has been successful.
Why is my credit card declined? I have checked with my bank and was informed there wasn't any attempt of transaction from your side.
Payment authorization is given by your card issuing bank and beyond our control. Credit card payments may be declined for various reasons. However, due to the confidentiality between card issuing banks and cardholders, we may not be provided with the actual reasons. Therefore, it's best that you contact your card-issuing bank for verification.
The system hung before I completed the booking process, and I was prompted to contact the call centre, which was closed at that time. By the time I managed to contact the call centre, fares have increased. Shouldn't I be entitled to the lower fare that was applicable when I tried to book tickets?
We cannot apply lower fares retrospectively.
I did not get to enjoy the current promotion as your website did not state clearly that I must click on the promotion banner. Can you apply the promotional fares for me?
We cannot apply the promotion retrospectively to your booking.
Why haven't I received any confirmation even though I have booked quite a while ago?
If your booking is successful, you should see a confirmation page at the end of the booking process. You can print or save this page as proof of booking. Alternatively, please verify if your email address is correctly entered. You may also contact our call centre to verify if the itinerary has been successfully sent to your email host server. We are not able to take responsibility if host servers experience any delay in sending out the emails.
How do I retrieve my flight itinerary?
Click on "Manage my booking" on our homepage and enter your booking confirmation number and passenger name.
Taxes and Charges
Please note that all reference to fees in A$ in this FAQ section includes GST for Domestic Flights within Australia, whereas all fees quoted in S$ are without GST for International journeys. The amounts are provided for guidance only and we reserve the right to amend our fees at any time. What are taxes and surcharges?
These include applicable Government taxes and airport charges, administrative fees and insurance surcharges.
What is Government Tax?
This is a governmental departure or arrival tax which is collected by the airline and payable to the relevant governmental authorities. These taxes vary from country to country and in some cases are collected locally on departure and not by the airline.
What is Passenger Service Charge?
This is the charge made by the airport authorities to the airlines for use of the terminal, runway, emergency services, security facilities etc. GST or VAT is currently charged at 0% on fares or fees relating to International journeys. For flights wholly within Domestic Australia, GST applies.
What portion of taxes and surcharges can I get back?
Should you no longer wish to travel you can apply for a refund of the Government Passenger Services Tax and other government taxes paid. However, Tiger Airways will apply a refund administration fee (or local equivalent) per passenger per sector to cover the cost of processing and bank charges for each tax refund request.
Why can I only apply for a refund of only some taxes and not the total amount of taxes reflected in my itinerary?
The amount of taxes reflected in your itinerary consists of several components.
These include taxes that may no longer be payable to relevant government and airport authorities if you do not fly. Other components such as administrative fees and insurance surcharges are not refundable. Why does Tiger not provide breakdown of taxes?
We can let you know the amount of tax payable to government or airport authorities. We do not provide a more detailed breakdown of other components. This is within the pricing and advertising guidelines set by the Aviation and Advertising regulatory authorities in countries we operate to.
Seating
How do I make a request for specific seats?
During your booking process, you can pre-select seats for a nominal fee using our Seat Selector.
If your booking has already been completed, please contact our call centre for assistance. Please refer to our current fee schedule here. Can I select seats only for one sector of a return flight?
Yes, you can select seats for just one way by booking through our call centre, or making two separate online bookings.
Insurance
What is the full coverage for Tiger Purrtection that is available on your website?
Please refer to Tiger Purrtection policy benefits here. This will also be emailed to you together with the policy that you purchase.
Why do you provide only email support for Tiger Purrtection and what is your maximum turnaround time?
As insurance related matters require supporting documents, this form of communication will allow our agents to refer to such communications for verification. We endeavour to reply to all letters within 21 working days. However, some cases may require more time for further investigations involving other parties.
I have misplaced/ not received the Tiger Purrtection policy purchased with my booking. Can you resend it?
Please contact Chartis Insurance (tigerenquiry@chartisinsurance.com) directly, stating the policy number that is shown on our Tiger Itinerary.
Request for changes, cancellations & refunds
Can I cancel my booking, get a refund or make changes for free if I cannot fly due to a medical condition, an emergency at work/home, national service commitments, court case, visa problems, problems encountered at immigration & customs checkpoints, and other unforeseen circumstances?
All bookings on Tiger Airways are on a confirmed basis and strictly non-refundable. We keep our fares low by implementing stringent cost control measures in our operations. We are not able to offer refunds or compensation for any monetary or other losses, or inconvenience caused arising from any missed flights including these and other reasons.
However, you can make changes by paying the applicable fees and fare difference. Please click here for our fee schedule . Changes, subject to availability, can be made up to 4 (four) hours before the scheduled departure time. To protect your interests in the event of unforseen circumstances, we recommend that you consider purchasing the appropriate travel insurance that suits your needs. What are the charges for changing the passenger's name?
A name change fee is payable per passenger per flight sector, plus any additional cost if the prevailing prices are higher. If the prevailing prices are lower, no refund will be made.
Why do I need to pay the airfare difference, in the event I request for a name change? I am already charged the name change fee.
This measure is needed to protect our passengers' access to our low, low fares. It prevents resellers from hoarding promotional seats and reselling them at higher prices later.
How do I make changes to my booking?
Changes can only be made at least 4 (four) hours before the scheduled flight departure, and are subject to charges.
For changes to the date/timing of your flight, there are 4 ways: a) Online. Go to the www.tigerairways.com homepage, and click on "Manage my booking". b) Contact our call centre. c) Go to ticket counters in selected airports. d) Via participating local travel agents. For all other changes, eg. luggage, destination, name, etc, please contact our call centre. Requests for refund due to death
In the unfortunate event of the death of a passenger before the scheduled flight departure time, we will make a refund after receiving a copy of the death certificate.
Can I change my flight date without confirming the new date?
No. We do not offer open tickets. You will need to select a new date / flight at least 4 (four) hours before your original flight, subject to the applicable charges.
What are the charges for changing the destination in my booking?
Destination changes are subject to different charges depending on the destination, plus any additional cost if the prevailing prices are higher. If the prevailing prices are lower, no refund will be made.
Can I get a refund if I change my booking to a cheaper flight that costs less?
No refund will be made if the prevailing prices are lower. In addition, the fees for making changes will apply.
Can I make changes just before my flight?
Any change must be made at least 4 (four) hours before the scheduled departure time of your flight (subject to applicable charges). After that, no changes are allowed.
Why can't I make changes less than 4 (four) hours to departure?
As time is required for pre-departure procedures, this 4-hour rule helps to ensure that our flights can depart on schedule.
Do I get a refund in cases where there are unforeseen disasters?
In the event of a disruption arising out of a natural disaster, passengers will be put on the next available flight in accordance with our disruption policy. All bookings on Tiger Airways are strictly non-refundable.
Recently there was unrest in the city I'm flying into and I don't wish to travel there, can I get a refund?
In such situations, we will make a decision after considering several factors such as whether airports remain operational, travel advisories by relevant authorities, etc. To get the latest updates, please refer to our Disruption notice webpage under the Flying with us section.
We also recommend that you consider buying the appropriate travel insurance to suit your needs. Can I change the passenger name for just one or some of the flights in my booking?
No. We do not allow name changes for partially utilized/forfeited bookings, eg. If you have a round-trip booking, you cannot make a name change for only your return flight.
Luggage
Hand luggage What is my hand luggage allowance?
Requirements for hand luggage are:
Check-in baggage
I'm transferring from one flight to another. Can I check in my luggage before my first flight, and claim it after my second flight?
Tiger Airways is strictly a 'point-to-point' airline. We therefore do not offer and cannot facilitate, the transfer of passengers or their baggage to other flights, whether operated by Tiger Airways or other airlines.
Check-in must be done at each port of embarkation. All passengers are to ensure they have relevant travel documents/visas where necessary. What is my check-in baggage allowance? Why do you charge for checking in luggage?
If you wish to check in baggage, we have different options for you to purchase here.
At Tiger Airways, you only pay for what you need. If you don't have any baggage to check in, you don't pay for any! That is how we can keep our fares low for you. If other passengers want to pack the kitchen sink, that's fine – but it's only fair that they pay a bit extra for it, because you shouldn't have to pay for their luggage, just as they wouldn't want to pay for yours! Remember, for occupational health and safety reasons, any single item should not weigh more than 30kg. How do I purchase/change my baggage allowance?
It's best to purchase baggage allowance when you book your flight. This will help you save up to 80% in baggage fees!
If you did not purchase luggage allowance when you booked your flight, you can: 1) Call our call centre at least 72 hours before departure, or 2) Upsize your luggage at the airport during check in. Please note: you can only select the 15kg option at the Airport rate. Anything in excess of 15kg will be subject to excess luggage charges per kilogram. Please refer here for the rates and more details. Can I combine my baggage allowance with my fellow travelers?
Passengers can only combine baggage allowance if they are under the same booking, they check-in together, AND they all board the flight.
Otherwise, baggage allowance cannot be combined or transferred. Please note that any single piece of luggage should not weigh more than 30kg. Can I bring more than 1 checked baggage?
You may bring more than 1 (one) checked baggage. However, the weight in total must not exceed the Luggage Upsize™ option purchased.
Any excess over the Luggage Upsize™ option selected; will be charged per kg at the prevailing rates in the common currency of the departure airport. How is the excess baggage calculated and what are the charges?
Any excess over the Luggage Upsize™ option selected; will be charged per kg at the prevailing rates in the common currency of the departure airport. Please refer to here for current fees.
Is there a maximum number of times I can upsize my baggage?
There is no limit on the number of times you can increase your baggage, however our maximum Luggage Upsize™ option is 30kg per passenger, per sector.
Odd-sized & bulky items, sporting equipment & musical instruments
Excess baggage charges will apply if your total baggage exceeds the allowance that you have purchased before arriving at the airport (which is reflected in your itinerary). We do not give refunds for downsizing of luggage allowance. Why don't you state the maximum dimensions of odd sized baggage in your website?
Odd-sized items are varied in shapes and sizes, as such we are not able to state the maximum dimension and item will be carried on space availability basis and subject to passengers' own risks.
I have a bulky item to be carried onboard. Are there any limitations?
Items to be carried as cabin baggage must not exceed the dimensions of 30 x 117 x 38 cm and will form part of your free cabin baggage allowance. Such items are accepted for carriage by Tiger Airways entirely at the passenger's own risk.
Any item exceeding the above dimensions must either be checked into the hold or a seat may be reserved and the appropriate fare paid on space availability basis subject to our assessment. What types of sports equipment are allowed as hand luggage?
In general your hand luggage must not exceed 54cm x 38cm x 23cm, and must not weigh more than 7kg. Items with sharp edges may also be disallowed for safety reasons.
Do I need to check in all my sports equipment?
You may only hand carry items that are smaller than 54cm X 38cm X 23cm and have no sharp edges. Carriage of sports equipment is subject to the Sporting Equipment fee and space availability, and at your own risk.
Am I still charged if I pack my fishing rod/golf clubs into my checked bag?
Fishing rod and golf clubs are considered sporting equipment and applicable charges will be imposed at check-in.
What if my sporting equipment weighs more than 30kg?
Due to Occupational Health and Safety reasons, any single check-in item should not weigh more than 30kg.
What are the musical instruments I can carry onboard and the ones I need to check-in?
Musical instruments that can be carried as cabin baggage must not exceed the dimensions of 30 x 117 x 38 cm, and will be counted as part of your free hand carry luggage allowance. Such instruments include bugle, clarinet, flute, piccolo, trumpet, violin or viola.
Any instrument that that exceeds the above dimensions must either be checked in or an extra seat may be purchased, and the appropriate fares paid. All items accepted for carriage by Tiger Airways are entirely at the passenger's own risk. I am traveling alone. Can I check in both sporting equipment and musical equipment together?
You are allowed both items under one reservation. Any sporting equipment, including but not limited to golf clubs, skis, surfboards, bicycles and musical instruments will be accepted for travel on a space available basis and is charged on a per item, per flight basis. Such items are accepted for carriage by Tiger Airways entirely at the passenger's own risk and must be suitably packed.
Prohibited and restricted itemsInstruments within this category include bugle, clarinet, flute, piccolo, trumpet, violin or viola and will form part of your free cabin baggage allowance. Such items are accepted for carriage by Tiger Airways entirely at the passenger's own risk. Any instrument exceeding the above dimensions must either be checked into the hold or a seat may be reserved and the appropriate fare paid subject to space availability basis and at the passenger's own risk. What are the prohibited items not to be carried onboard?
Passengers are not permitted to carry the following articles into the security restricted area and the cabin of the aircraft but may be contained within checked baggage if local regulations allow for their importation:
Pointed/edged weapons & sharp objects Pointed or bladed articles capable of causing injury, including: axes & hatches, arrows and darts, crampons (grappling iron, hooked bar of iron, or plate with iron spikes used in mountaineering), harpoons & spears, ice axes & ice picks, ice skates, lockable or flick knives with blades of any length, knives, including ceremonial, religious and hunting knives, made of metal or any other material strong enough to be used as a potential weapon, meat cleavers, machetes, open razors and blades (excluding safety or disposable razors with blades enclosed in cartridge), sabres, swords and swordsticks, scalpels, scissors with blades of any length, ski and walking/hiking poles, throwing stars, tradesman's tools that have the potential to be used as a pointed or edged weapon, e.g. drills and drill bits, box cutters, utility knives, all saws, screwdrivers, crowbars, hammers, pliers, wrenches/spanners, blow torches. Blunt instruments Any blunt instrument capable of causing injury, including tennis rackets, baseball and softball bats, clubs or batons - rigid or flexible - e.g. billy clubs, blackjacks (truncheon of leather covered lead with flexible shaft), night sticks & batons, cricket bats, golf clubs, hockey and hurling sticks, lacrosse sticks, kayak and canoe paddles, skateboards, billiard, snooker and pool cues, fishing rods, martial arts equipment, e.g. knuckle dusters, clubs, coshes, rice flails, nun-chucks, kubatons, kubasaunts. Besides prohibited items, what other security restrictions are there for items carried onboard?
In compliance with new guidelines set by the International Civil Aviation Organization (ICAO) on hand baggage, various countries have implemented restrictions on carriage of liquids, aerosols and gels on passenger hand baggage.
The restrictions are as follows:
Can I bring milk or baby formula in my hand carry baggage? This is for my infant on board the flight.
Most authorities (airport security, customs, immigration, etc) will allow a reasonable amount of milk or baby formula to be carried onboard for an infant's consumption. Please check with the relevant authorities if in doubt.
Can I carry frozen / preserved food in the cabin?
Fresh or frozen seafood or other meats may be carried on board as checked baggage only if we are satisfied that they have been properly packed. Strictly only styrofoam and/or cooler boxes that contain dry food/non-perishables are allowed to be checked-in after inspection of contents by relevant authorities. Should passengers refuse inspection, we have the right to reject admission of luggage.
Can I check in other equipment not stated on your website?
Please check with our call centre for more information.
Delayed, damaged and lost items
I may have left/lost my belonging onboard. Who do I contact?
Hand carry item - If your item was found onboard it would be handed to our ground handling agents at your destination airport. You can enquire directly at the Lost and Found counters or write to us via post/fax at:
For International Flights Commercial Services Department Tiger Airways Pte Ltd Address: Changi Airport Post Office, c/o P.O. Box 181, Singapore 918147 For Australia Domestic Flights Commercial Services Department Tiger Airways Pty Ltd Address: PO Box 2352, Gladstone Park, Melbourne, Victoria 3043, Australia Fax: +61 3 9335 3455 My checked-in baggage is damaged, delayed or lost. How do I make a claim?
Before leaving the airport, you should report it to a member of the Tiger Airways ground services team. Baggage claims cannot be dealt with after you have left the airport, so please provide details of your baggage and you will be offered assistance.
As an airline's liabilities may be limited by International Treaties, we recommend that you consider purchasing the appropriate insurance before your trip. For claims of damage, we must be given the opportunity to examine your damaged bag and alleged loss of item at the material time. All claims for damaged, delayed or lost baggage are to be addressed to: Tiger Airways Baggage Claims Charles Taylor Aviation Address: 140 Cecil Street, #15-00 PIL Building, Singapore 069540 Fax: (65) 6423 0150 Email: ctaviation@charlestayloradj.com Will I be compensated for lost items?
Hand carry items – No. Hand carry items are your sole responsibility.
Schedule changes, delays and cancellations by the airline
Checked-in items – Please do not check in items such as money, jewellery, precious metals, silverware, electronic devices, computers, cameras, video equipment, mobile phones, negotiable papers, securities or other valuables, passports and other identification documents, title deeds, artefacts, manuscripts and the like. If you check in such items, you do so at your own risk entirely. Depending on the destinations, lost items will go through settlement procedures according to the respective conventions ratified by the two cities that the passenger is flying between. We recommend that you consider purchasing the appropriate insurance to suit your needs. Am I allowed more than one change at no extra fee?
If your flight has been rescheduled by at least 4 (four) hours later, you will be entitled to a one time option. Once this option is utilized, any additional or subsequent changes will be subjected to applicable fees and charges. Please refer to here for requests for Changes, Cancellations, Refunds.
If I missed my rescheduled flight, can I amend my booking for free? No.
How will I be notified of schedule changes?
Schedule changes will be communicated via email. It is the passenger's responsibility to ensure the email address provided is current and accessed frequently. Tiger Airways takes no responsibility in the event that emails advising changes to bookings are not accessed/accessible.
In the event of an ad-hoc flight delay or schedule change, where the delay or schedule change is less than 4 (four) hours, Tiger Airways will not give prior warning to passengers. For any advance schedule change greater than 4 (four) hours, reasonable effort will be taken to contact passengers via the email address and/or telephone number provided at the time of making the reservation. What are my rights and options pertaining to schedule changes/cancellations?
For schedule changes of more than 4 (four) hours and cancellations, we provide certain options at our discretion.
For schedule changes of less than 4 (four) hours, no alternative options will be provided. If you incur losses or miss another flight, we are unable to take responsibility or provide compensation. We encourage you to consider buying the appropriate insurance to suit your needs. For detailed and updated information, please refer to our Conditions of carriage here. Will I be issued a written confirmation that my refund request is currently being processed, considering that your refund timeline is 3-4 working weeks?
Requests for refunds will be processed through our regular feedback channel. We will only send a final reply, and not an interim reply to your refund request. This allows us to focus our resources on processing requests and other correspondence as soon as possible. Meanwhile, we would encourage passengers to liaise with their card issuing bank directly on their outstanding balance.
Checking in
When are check-in counters open and when do they close?
Check-in counters open 2 (two) hours before departure and close 45 minutes before departure, except in India where they are open 3 (three) hours before and close 1 (one) hour before departure. If you arrive late you will not be able to board and will need to buy a new ticket.
If you bought a Flight Combo, you must clear customs and immigration where applicable, and claim any baggage after the first flight, then check in for your second flight. You will need at least 2 (two) hours to complete this process. What time does the boarding gate close?
You should be at the boarding gate at least 30 minutes before departure. The boarding gate closes about 20 minutes before departure. Passengers arriving late at the boarding gate will not be accepted for travel, their bags will be offloaded and no compensation given. If you wish to travel on the next available flight, you will have to purchase a new ticket at the applicable fare.
Can I get someone else to check in on my behalf, or can I check in for someone else?
For security reasons, all passengers are required to check-in personally, and with the proper identification and itinerary/electronic ticket. Otherwise, we reserve the right not to allow you to check-in without any liability or refund to you.
What is the average waiting time for check-in?
It depends on the passengers in front of you in the queue, so it's best to arrive early.
What happens if I check-in exactly at the time of counter closure?
As time is needed to process your check-in, it will be too late!
If I missed my flight, can you put me on the next available flight for free?
For travel on the next available flight, you will be required to purchase a new ticket at the applicable fare.
If I have a problem at check in, who do I call?
If you fail to check in on time or fail to board the aircraft by the time the aircraft departs or fail to have proper documentation at the point of check-in, the fare you paid will not be refunded to you for any reason whatsoever.
Our call centre will be able to respond to pre-flight enquiries and reservations matters only, subject to our opening hours. You may also seek help from our ground handling agent who facilitates your check-in. If I am denied check-in, who do I contact?
If you fail to check in on time or fail to board the aircraft by the time the aircraft departs or fail to have proper documentation at the point of check-in, the fare you paid will not be refunded to you for any reason including but not limited to medical reasons. Our call centre can only assist you with changes to your valid return flight, subject to applicable fees and fare difference.
I'm transferring from one flight to another. Can I check in my luggage before my first flight, and claim it after my second flight?
Tiger Airways is strictly a 'point-to-point' airline. We therefore do not offer and cannot facilitate, the transfer of passengers or their baggage to other flights, whether operated by Tiger Airways or other airlines.
Visas & other immigration matters
Check in must be done at each port of embarkation. All passengers are to ensure they have relevant travel documents/visas where necessary. Where do I get my visa or travel permit from? Can your call centre or cabin crew help? Can I get a refund if I cannot check-in or board the aircraft because of immigration/customs matters?
Please check with the relevant immigration authorities. We are unable to help you as we have no authority over immigration matters.
Young Persons, Children and Infants
It is the responsibility of passengers to have the necessary travel documents and approvals to fly into or above any countries in your journey. If you are denied check-in, immigration clearance or boarding for immigration reasons, we cannot be held responsible. What is your definition of a newborn/infant/child/young passenger/adult? What are the restrictions, conditions and fees?
Newborns Newborn babies will not be accepted for travel under any circumstances. Infants An infant may travel with an adult by sitting on the adult's lap. An infant fee per sector is payable. A maximum of one infant per adult is allowed for travel. No baby seats or bassinets are allowed in the aircraft cabin. Infants will be strapped to the adult with a seatbelt extension, during takeoff, landing and whenever required. Most authorities (airport security, customs, immigrations, etc) allow a reasonable amount of milk or baby formula to be carried onboard for an infant's consumption. If in doubt, please check with the relevant authorities. Infants do not qualify for baggage allowance as they are not fare paying passengers. Alternatively, you may purchase a seat for your infant at the prevailing adult rates. Besides getting more space, you can also purchase a Luggage Upsize™ allowance for your infant. However, the infant must be seated on your lap with the seatbelt extension fastened during takeoff, landing and whenever required. Children A child must be accompanied by an adult in the same booking. There must be at least one adult to travel with and take full responsibility for every 10 children. Escort and special facilities for children are NOT available. For safety reasons, seats may be reassigned to ensure that each child is seated next to at least one adult. Full adult fares and all applicable taxes and charges will apply. Children departing internationally from Perth are exempt from the passenger movement charge. Minors A Minor may be accepted for travel without being accompanied by an adult, provided the Minor's parent/guardian signs an indemnity form and presents it personally during check-in. This provides us an opportunity to verify the parent/guardian's identity and presence. The parent/guardian would have to remain at the airport until the flight has departed. This ensures that, in the unlikely event the flight has to return to base due to a disruption, the parent/guardian is available to care for the Minor. Full adult fares and all applicable taxes and charges will apply. Young Passengers Young Passengers may travel unaccompanied as an adult. However, they do not qualify to take responsibility and care for infants, children and minors for travel. Full adult fares and all applicable taxes and charges will apply. How does Tiger facilitate travel for passengers who require special needs or have reduced mobility?
Please refer to here for details such as:
If you fail to do so, the necessary services/facilities may not be available upon your arrival at the airport and you may be denied boarding for your safety or other reasons. Please also note that the necessary facilities/services may not be available at all times at all airports. If we are unable to obtain the necessary third-party services/facilities, we will make a refund provided the booking and notification was made through our call centre at least 5 (five) days before departure. Can I travel if I am unwell?
You must be medically fit to travel in order for us to accept you for carriage. If you are unsure, please seek advice from your doctor. We will accept you for travel if you have a doctor's certification that you are fit for travel.
Can I get a refund if I am certified unfit to travel?
All bookings on Tiger Airways are on a confirmed basis and strictly non-refundable. We keep our fares low by implementing stringent cost control measures in our operations. We are not able to offer refunds or compensation for any monetary or other losses, or inconvenience caused arising from any missed flights including medical and other reasons.
We recommend that you obtain the appropriate insurance to suit your needs. If I broke my leg, can I still travel?
All passengers travelling with broken limbs will need a medical certificate stating that they are fit to travel.
If the affected leg is plastered above the knee and you are able to board the aircraft without assistance then you will be required to purchase three seats in total. Please contact the reservations call centre to arrange your booking.
Please note that the plaster cast will need to be split prior to travelling to allow for swelling and should have been in place for at least 48 hours prior to departure. Please alert the crew member onboard the aircraft so that you can be allocated three seats together. For this reason, we ask that you complete check-in formalities early and be at the gate 50 minutes prior to scheduled departure time. Please produce your three boarding cards to assist the crew. Am I allowed to travel if I'm pregnant?
It is the duty of pregnant passengers to advise us of the progress of their pregnancy at the point of booking of seat. Our carriage of pregnant passengers is subject to the following conditions:
a) Pregnancy less than 30 weeks: we will accept you for the flight unless there are other medical conditions that affect your fitness to travel. b) Pregnancy more than 30 weeks and less than 35 weeks: please produce a doctor's certificate confirming that you are fit to travel on the flight c) Pregnancy 35 weeks and over: we will not accept you for traveling on the flight. If I become unwell and not fit to travel after check-in, but the flight has not departed, can I get a refund?
All bookings on Tiger Airways are on a confirmed basis and strictly non-refundable. Tiger Airways keep our fares low by implementing stringent cost control measures in our operations. As such, we make reservations and sell tickets exclusively for point-to-point travel on Tiger Airways flights. We are not able to offer refunds or compensation for any monetary or other losses, or inconvenience caused arising from any missed flights including medical and other reasons.
All passengers must be medically fit to travel in order for Tiger Airways to accept them for carriage. If I need special medical attention/equipment, am I allowed to fly?
If for medical reasons, passengers need to inject themselves during the flight (e.g. diabetics) they are permitted to carry syringes in the cabin. They will be asked to produce appropriate medical evidence (such as a doctor's letter) when they check-in or at security screenings. This should be kept with them at all times.
Why must I wait 24 hours after my diving trip before I fly?
When diving below the surface for any period of time, nitrogen in the compressed air you breathe will be absorbed into your bloodstream. If you were to travel on a flight soon after that, the reduced pressure in the aircraft cabin could cause "the bends", where the nitrogen would be released from your blood and form bubbles in your blood vessels, which is extremely painful at best, and fatal at worst.
When you return to the surface from diving, the nitrogen absorbed in your blood will slowly be exhaled over the next several hours. Then it is safe to travel on an aircraft. This is why the 24 hour air travel restriction is recommended. Will there be any additional charges for bringing my own wheelchair?
There will not be any additional charges to check in your own wheelchair.
Will priority boarding be given to special needs passengers?
Tiger Airways will provide assistance, as far as is reasonably possible and in accordance with our Special Assistance Policy, to our customers who need help in order to travel with us. We will do so in as dignified and non-discriminatory manner as possible, within the constraints of available resources.
Feedback & enquiries
Who do I contact for feedback?
Before travel
If you have a query prior to travel on Tiger Airways, please refer to our FAQ section. If you are still unable to find the answer to your question, please contact your local call centre and our staff will endeavor to answer any question you may have. After travel If you have a query following your travel with Tiger Airways, please write in respectively to: International Flights Commercial Services Department Tiger Airways Pte Ltd Changi Airport Post Office, c/o P.O. Box 181, Singapore 918147 Australia Domestic Flights Commercial Services Department Tiger Airways Pty Ltd PO Box 2352, Gladstone Park, Melbourne, Victoria 3043, Australia Fax: +61 3 9335 3455 Why don't you provide email or phone feedback?
In order to offer the lowest fares possible, we constantly search for the most cost-effective way to respond to customer letters.
When we previously provided an email address for feedback, we received many duplicate/repeat emails on the same matter, which delay the response process for all customers. Why do you take so long to reply?
As much as possible, we try to answer letters within 21 working days in the order that we receive them. It might take longer especially when detailed investigations involving other parties are required. We do not respond to enquiries in cases where we have already provided the information on our website.
Please help us serve you better by:
Why does the call centre not provide after travel service?
In order for us to keep offering the lowest possible fares, we keep our operating and administrative costs to a lean minimum.
What are Tiger Airways call centre numbers?
Please refer to our contact us page here.
Who do we contact outside call centre operating hours?
Outside call centre operating hours, the other alternative is to go to a check-in counter that is open at that time. Please refer here for the check-in counter time.
Inflight food, beverage & duty-free goods
I have experienced problems with my onboard purchase, who do I contact?
International Flights
Commercial Services Department Tiger Airways Pte Ltd Changi Airport Post Office, c/o P.O. Box 181, Singapore 918147 Who should I contact if the items I bought onboard are faulty?
The duty free programme is operated by DFASS (Singapore) Pte Ltd. All items sold are non-refundable / non exchangeable as per our Sales Conditions onboard. Hence, please check all items carefully whilst onboard.
Any questions concerning these items should be addressed to DFASS as follows: customercare@dfassgroup.com.sg Tel: 65-65423208 and Fax: 65-65429623 How much is my alcohol allowance?
Duty Free allowance varies from country to country and for the person traveling. Please check on your allowance prior to departure.
If I am a Singaporean, am I allowed to purchase any liquor onboard on the flight back to Singapore?
If you are a bona fide traveller not below 18 years of age, have arrived from countries other than Malaysia and have spent 48 hours or more outside Singapore immediately before your arrival, you will be given the following duty-free concessions for liquors:
Are all major credit cards accepted on your flights?
We only accept Visa or MasterCard credit and debit cards for payment of items with a minimum purchase of S$ 15.00 up to S$ 300.00 per passenger.
Am I allowed to consume food and drinks in the cabin?
Only food and drinks purchased from our inflight menu are allowed to be consumed.
Check out our inflight menu here for a great selection of food, refreshments and beverages. Besides the Singapore Dollar, do you accept any other currencies for inflight purchases?
Yes, we accept major currencies such as US$, AUS$, Malaysian Ringgit, Chinese Yuan, Thai Baht, Hong Kong $ and Phil Pesos.
I am a vegetarian; do you have specially catered vegetarian meals?
Yes. We can cater to your selected special diets. Please make your request via our call centre / write / fax in at least 5 (five) days before departure.
Is the food onboard Halal?
We have a great selection of Halal items onboard. Just ask our cabin crew or check out our inflight menu. We do not serve pork onboard.
Miscellaneous
I'm awaiting an inbound flight- Who do I need to contact to check the arrival time?
You may check your flight timings by using the "Manage my booking" function on our website. Alternatively you may contact our call centre.
Are there any entertainment services onboard especially for your longer flights?
We provide a free magazine Tiger Tales with exciting news on travel and great deals. To keep our fares low for you, we do not provide video/audio entertainment on all our flights.
How can I be among the first to know about your latest promotions and other news? How can I be eligible for special deals?
Just subscribe to our e-newsletter here, follow us on Twitter or become our Facebook fan here.
From time to time, we have special deals just for our Facebook fans, Twitter followers, and e-newsletter subscribers. Sign up now! Is there a shuttle service in Changi Airport and what is the frequency?
Yes, there is a free shuttle service between the Budget Terminal and other parts of Changi Airport. Please refer to the Budget Terminal website here for more information.
I have a combo flight which is 12 hours apart. What can I do instead of loitering at the airport?
You may wish to refer to Changi Airport website here on free city tours available for passengers on transit.
boardmefirst™
Can I check in late if I am a boardmefirst passenger?
Normal rules for check in times apply for boardmefirst passengers.
Can I purchase boardmefirst for myself only but not the rest of my travelling party?
boardmefirst can only be purchased for all passengers and for all flights within the same booking.
Can I buy boardmefirst immediately before my flight?
boardmefirst can only be purchased up to 4 (four) hours prior to the scheduled departure of the flight.
Can I buy boardmefirst through the call centre?
Additionals fees will apply for boardmefirst purchased through the call centre.
If I have to change my flight and boardmefirst is not available, do I get a refund?
All boardmefirst fees are non-refundable. boardmefirst fees are transferable subject to availability. Refunds will not be given should boardmefirst not be available on the new flight. boardmefirst will be honoured wherever possible but cannot be guaranteed.
What if I want to boardmefirst with my infant?
Infants attract no additional charge for boardmefirst when travelling together with a passenger who has paid for this service.
What if my flight gets cancelled?
In the event of a flight disruption, delays or cancellations by Tiger Airways, the airline will make every effort to provide existing boardmefirst passengers with priority boarding for the new flight. However this may not always be possible. In such circumstances, refunds may then be given.
Stripes
What is Stripes?
An exclusive programme that gives you nothing but the best chance to access our hottest deals and choicest discounts, every single time and every single promotion. Please refer here for details.
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