The government-appointed airline ombudsman has just released an annual report into Australian carriers, and for the third year running Tigerair has been named as the worst-performing.
Per the report, which is based on customer complaints, Tiger found itself the target of more of these than any other carrier in 2014, and the number was actually up compared with previous years.
Areas in which Tiger received the most complaints include:
– Flight delays and cancellations
– Unfair terms and conditions
– Unexpected fees and charges
– On-the-ground customer service
We’re not just talking pissed-off Tweets here – in order for a customer to have their beef considered by the advocate, they must have raised it through the relevant airline’s official complaints channel before contacting the ombudsman.
On average, of every 100,000 passengers who travelled with Tiger in 2014, 4.71 escalated complaints about refund requests to the ombudsman – 2.28 complained about cancellations and 1.71 about customer service.
Though, per the report, there were no “major events” that affected levels of aviation angst, we’re clearly a dissatisfied bunch, as the total number of complaints received in 2014 was 1132, up from just under 1000 the previous year.
Tiger’s head of communications told Fairfax “airport infrastructure” and “flight network changes” are to blame for the high level of complaints, but that the airline “made significant progress in improving customer satisfaction” in the latter half of last year.
via Fairfax
Photo: Scott Barbour via Getty Images
