Advice for Tigerair passengers

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Consumer Protection has issued advice to Tigerair passengers affected by the airline’s decision to permanently cancel all flights between Australia and Bali.

Passengers who have tickets and have yet to travel are eligible for a full refund from the airline.

Acting Commissioner for Consumer Protection David Hillyard said the airline has made a commitment to issue a full refund to affected customers in the next few days.

“Advice from Tigerair states that refunds from credit and debit card payments will be processed within 48 hours and other payments refunded within four days,” Mr Hillyard said.

“Tigerair is making alternative travel arrangements with Virgin Australia and other airlines for those passengers currently in Bali and they will soon be advised of these arrangements.

“Travellers who are forced to cancel accommodation due to the flight cancellations should contact their travel agent and accommodation provider as soon as possible to inform them of the situation and negotiate a refund or to re-book.  The same applies to any other holiday booking such as tours or car hire.

“Consumers who paid for their travel by credit card and do not receive their refund within the promised timeframe, should contact their bank or credit card provider and request a chargeback. Most providers have a policy to refund the charges if the goods or services are not supplied.

“If a dispute over refunds with the airline, a travel agent or accommodation provider can’t be resolved directly, travellers should contact their travel insurance company and check if the terms and conditions of their insurance policy will cover this event.”

Passengers who cannot resolve a dispute with Tigerair may also wish to contact the Airline Customer Advocate who offers a dispute resolution service for some airline customers including those of Tigerair.

Consumers who have not received their refund or have issues with a travel agent or any other provider, can contact Consumer Protection for advice and assistance by email or call 1300 30 40 54.


Media contact (Consumer Protection)

Consumer Protection
Media release
03 Feb 2017

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