Tiger Airways has apologised for its call centre service. Picture: Supplied
Source: Herald Sun
TIGER Airways has received support from passengers for admitting it’s “extremely disappointed” with its call centre service, promising change is on the way.
The airline posted a message on Facebook this afternoon detailing its own disappointment at the problems, including long delays, and said it would be moving to a new call centre provider on February 1.
The post read: “We want to apologise to our customers, we are extremely disappointed with the current levels of service you are experiencing when trying to call our call centre.”
“We are moving to a new call centre provider on 1st February to ensure you receive the standards of service that you deserve and thank you for your patience in the meantime.
“Thank you and sorry.”
An issue with adding baggage within 72 hours of flights was noted. Tiger said it has changed its rules until February 1 and passenger wishing to buy a bag can contact the call centre up to 10 hours before their flight.
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Passengers were mostly thrilled to have received an apology.
One passenger said: “Gotta respect a company that can admit to its faults like that.”
Others were relieved change was in sight, noting delays of more than two hours on hold to no avail.
“This would is a great idea. In total I spent 2 hours and 15 minutes on hold in 24 hours and still wasn’t able to reach a Tiger representative to help me with my flight difficulties,” one fed-up passenger said. “Not looking forward to seeing what that will cost me!”
Another wrote: “Thank God! I don’t think you actually realise how bad it is and I have to ring again sometime because the problem didn’t get fixed after 45 minutes of talking to someone.”
A Tiger Airways spokesperson said the new call centre is an important move for the airline.
“Customer satisfaction is a key priority for Tiger Airways Australia and we strive for continual improvement in this area,” the spokesperson said. “We are transitioning at present to a new call centre which we will share with the Tiger Airways Group with the aim of providing an enhanced overall customer service experience for Tiger customers.
“During the recent transition period there have been some longer than usual wait times and we apologise for any delays.”
The Tiger Airways Facebook post.
Source: No Source
Tiger sorry for 'disappointing' service
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