our promise to you
At Tigerair, we strive to deliver a great flight every time. There will be times however, where things don't go according to plan. Usually, these moments are due to our strict adherence to flight safety standards or external factors such as weather or air traffic delays. Regardless of the reasons for your travel disruption, it's important you understand your rights and responsibilities.
Tigerair is empowering travellers like never before, but with this comes a greater responsibility to make your own decisions! We highly recommend you purchase comprehensive travel insurance so you can 'Tigerair' with peace-of-mind. To top it off, we've taken the time to publish our promise to you so you know exactly what you can expect from us. It's not ‘fine-print’, but rather our straightforward and sincere commitment to you.
unbeatable prices on this website
Don't spend hours trawling so-called low-fare websites. Spend less time searching and more time organising all the fun stuff you'll do at your destination! When it comes to getting Tigerair's best fares, we guarantee you will find them on Tigerair.com. You can book your tickets online, through our mobile app or via our Call Centre*.
*Booking fee applies.
keeping you updated
Tigerair endeavours to notify our passengers of significant delays and cancellations in a timely manner, either through email, SMS, website, social media or Call Centre. Our Call Centre is open 24-7 all year round, with English and other language-speaking customer service staff available to take your calls. To ensure we are able to reach you, remember to provide your email address and mobile no. that can be reached globally. Tip: Gmail may not work in China.
If you’ve booked your tickets through a travel agency, you can always contact our Call Centre to update* your contact details. For a full listing of our Call Centre details, head over here . Other frequently asked questions or self-help can be found on our website.
*Excludes travel agencies’ groups booking. Changes to travel info will be communicated through the travel agency.
if things don’t go as planned
Nobody likes delays, but unforeseen events or weather conditions can sometimes keep you grounded longer than you'd like. We'll do our part to ensure we don't contribute to delays, but in the rare case that a delay is attributable to our actions, for delays beyond 3 hours, a SGD50 travel voucher* will be yours. For other direct costs such as hotel and ground transport expenses, we recommend that you always be covered by travel insurance.
In the event we significantly delay a flight, we will, to the best of our ability, provide meals, accommodation, assistance in rebooking** and transportation to the accommodation to mitigate inconveniences experienced by our passengers resulting from such flight delays. We will not be liable to carry out these mitigating efforts in cases where flight delays and misconnections^ arise due to factors beyond the airline’s control, for example, acts of God, acts of war, terrorism, etc., but will do so on a best effort basis.
Tigerair shall meet the needs of passenger during lengthy tarmac delays, as provided in the Tigerair Tarmac Delay Contingency Plan.
*Not valid if you do not travel.
**Fare difference top-up may apply.
^Refers to misconnection on the same itinerary to a Tigerair (TR) or Scoot (TZ) flight only.
if we stand you up
If we cancel your flight due to a controllable irregularity and inform you of the cancellation less than 24 hours before departure, we'll ensure you get on a subsequent Tigerair flight within 48 hours at no additional cost and also give you a SGD150 travel voucher for future travels.
If for any reason we cannot provide you with a flight within the next 48 hours, in addition to the SGD150 voucher, we’ll offer you a refund in travel voucher* at 120% of your unused itinerary value excluding any third party cost, such as travel insurance, hotel, etc.
If we inform you of any Schedule Change more than 24 hours before departure, please refer to our Conditions of Carriage for more details.
*For countries where refund to original mode of payment is mandatory, we'll offer you a refund equivalent to the value of your itinerary, subject to a reasonable administration fee, where applicable.
Tigerair will inform you, upon your request, if the flight on which you are ticketed is overbooked. We also will provide information about our policies and procedures for handling situations when all ticketed passengers cannot be accommodated on a flight, and will handle passengers denied boarding with fairness and consistency in accordance with our policies.
In the rare occasion when your baggage is delayed, we will make every reasonable effort to return mishandled baggage within 72 hours from the time it is reported and provide compensation for reasonable expenses associated with delayed delivery according to our policy, or as required by applicable international agreements. We encourage you to check our Conditions of Carriage for general exclusions on baggage claims before making a claim.
Tigerair will provide prompt refunds after receiving a complete refund application, where refunds are due, within seven business days for credit card purchases and within 30 business days for purchases made through other means.
if on-board goodies aren't delivered
If any on-board ancillary product, for example seats or meals, you’ve pre-ordered cannot be delivered, and if no alternatives were offered, you may claim a SGD20 travel voucher or refund of the ancillary item purchased, whichever is higher. This excludes changes performed by Tigerair for safety reasons.
We will always ensure responsiveness to your feedback and will do our best to acknowledge a feedback within 30 days and provide a substantive response within 60 days of receiving it.