http://www.straitstimes.com/premium/forum-letters/story/frustrated-experience-budget-airline-20140515
On May 5, the day of the flight, I set out early to return my rented car at Kuala Lumpur International Airport (KLIA), then took a bus to the LCC terminal some 18km away.
But when I got to the terminal, there was nobody at the Tigerair check-in counter. There were just two pieces of paper stuck on the counter, on which was scribbled: "We have moved since May 2, take bus to KLIA2."
The airline had my e-mail address and telephone numbers, yet failed to inform me of the change in departure terminal. The least it could have done was to post a staff member at the LCC terminal to assist passengers, instead of leaving them to fend for themselves.
Fearing I might miss my flight, I took a taxi to the new KLIA2 terminal, which is near KLIA.
At KLIA2, I asked the check-in staff about the poor communication, but they replied that they were contract handlers and could not answer for Tigerair. When I questioned the airline crew, they said they were only service staff.
The counter staff at Changi Airport gave the familiar refrain: They were contract handlers and could not answer for Tigerair - even though they were wearing its uniform.
After much pressing, I was offered a customer service phone number - which belonged to a call centre in the Philippines.
I insisted on speaking to Singapore staff but was told this was not possible.
However, I was told my feedback had been "escalated" and that a senior staff member would give me a reply on the same day. But up to now, I have not received any reply.
I returned to Changi Airport to ask the counter staff again for Tigerair's office address, so I could call the office, but my request was turned down.
It seems that Tigerair staff refuse to take ownership of customer feedback, while passenger care and service recovery are lacking.
Choy Chan Seng
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