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Frequently Asked Questions (IT flight)

 

Booking and making payment

How can I make a booking online?

Go to the homepage of www.tigerair.com, fill in your travel details to find the flights that work for you, and you will be guided through a few easy steps to complete your booking.

Can I purchase Tigerair tickets on an open-dated basis?

Sorry, we do not offer open dated tickets.

Can I make an open-jaw booking online?

You will need to make separate bookings for each leg of your travel. If you require both sectors to be in the same itinerary, please contact our call centre for assistance.

Do you accept international credit cards?

We accept Visa and Master Card currently.

How can I ensure if payment goes through in a 'Pending' status and I would not be charged twice?

Please verify with our call centre on your booking status or use the "Manage my booking" function on our homepage. If payment is outstanding, you will be prompted to pay for your bookings when your itinerary is retrieved.

Why is not my booking processed successfully? It keeps prompting error messages.

Your browser security setting may not be configured to work on our website. Please check that your system meets the requirements below:

  • Supported Operating Systems: Windows 98, Windows 2000, Windows XP and MAC OS 9.0 or later
  • Supported Browsers: Internet Explorer 7.0+, Mozilla Firefox 3.5+
  • Settings:
    • Screen Resolution: 1024 x 768 pixels
    • Javascript: enabled
    • Cookies: enabled

The page hangs when attempting to proceed with payment. What should I do and how do I know if the booking and payment went through?

Please verify with our call centre if your booking has been confirmed. If it is not, please check with your card issuing bank whether the transaction has been successful.

Why is my credit card declined? I have checked with my bank and was informed there wasn't any attempt of transaction from your side.

Payment authorization is given by your card issuing bank and beyond our control. Credit card payments may be declined for various reasons. However, due to the confidentiality between card issuing banks and cardholders, we may not be provided with the actual reasons. Therefore, it's best that you contact your card-issuing bank for verification.

The system hung before I completed the booking process, and I was prompted to contact the call centre, which was closed at that time. By the time I managed to contact the call centre, fares have increased. Shouldn't I be entitled to the lower fare that was applicable when I tried to book tickets?

We cannot apply lower fares retrospectively.

I did not get to enjoy the current promotion as your website did not state clearly that I must click on the promotion banner. Can you apply the promotional fares for me?

We cannot apply the promotion retrospectively to your booking.

Why haven't I received any confirmation even though I have booked quite a while ago?

If your booking is successful, you should see a confirmation page at the end of the booking process. You can print or save this page as proof of booking. Alternatively, please verify if your email address is correctly entered. You may also contact our call centre to verify if the itinerary has been successfully sent to your email host server. We are not able to take responsibility if host servers experience any delay in sending out the emails.

How do I retrieve my flight itinerary?

Click on "Manage my booking" on our homepage and enter your booking confirmation number and passenger name.

 

Taxes and charges

Please note that all reference to fees in NT$ and SG$ are without GST for international journeys. The amounts are provided for guidance only and we reserve the right to amend our fees at any time.

What are taxes and surcharges?

These include applicable Government taxes and airport charges, administrative fees and insurance surcharges.

What is Government Tax?

This is a governmental departure or arrival tax which is collected by the airline and payable to the relevant governmental authorities. These taxes vary from country to country and in some cases are collected locally on departure and not by the airline.

What is Passenger Service Charge?

This is the charge made by the airport authorities to the airlines for use of the terminal, runway, emergency services, security facilities etc. GST or VAT is currently charged at 0% on fares or fees relating to International journeys.

What portion of taxes and surcharges can I get back?

Should a passenger decide that they no longer wish to travel, they may apply for a refund of the Government Passenger Services Tax and other airport/government taxes paid for their flight. An administrative fee (or local equivalent) per booking basis will be applied. This is to cover the cost of processing and bank charges for the refund on the applicable taxes.

Why can I only apply for a refund of only some taxes and not the total amount of taxes reflected in my itinerary?

The amount of taxes reflected in your itinerary consists of several components. These include taxes that may no longer be payable to relevant government and airport authorities if you do not fly. Other components such as administrative fees and insurance surcharges are not refundable.

Why does Tigerair not provide breakdown of taxes?

We can let you know the amount of tax payable to government or airport authorities. We do not provide a more detailed breakdown of other components. This is within the pricing and advertising guidelines set by the Aviation and Advertising regulatory authorities in countries we operate to.

What is customer service center charge?

There are many formalities in Tigerair Taiwan. You can manage your booking or personal information in our website by yourself. It is free. But if you want call center help changing the information, NTD$50 of each call will be charged.

 

Tigerair Taiwan(IT) Special Services Fee Schedule

Tigerair Taiwan(IT) Special Services Price Form

(2014.10.09 version)  

 

 

Category

 

 

Item / Content

Fee (each person per sector)

Departure airport: Taiwan Taoyuan International Airport (TPE)

Departure airport: Singapore Changi Airport (SIN)

Currency: NTD

Currency: SGD

Purchase checked luggage allowance at airport counters
*Didn’t purchase online or through call center

15kg (each person can only purchase the allowance of one luggage)

1,500

60

Over 15kg, calculated per kg

700

30

Special needs assistance

Wheelchairs services

1,500

50

Meet-And-Assist-Service (including 12-15 years old minor who travel alone)

1,500

50

Elevator for boarding(only for passengers who have reduced mobility)

6,800

275

Other service or administrative fee

Change itinerary online

1,500

60

Change itinerary through call center

1,750

70

Board me first

150

6

Infant

1,500

50

Change name

1,875

75

Ticket refund

1,250

50

Besides the items above,

rates of other taxes or fees can refer to our website and call center

 

Seat

How do I make a request for specific seats?

During your booking process, you can pre-select seats for a nominal fee using our Seat Selector. If your booking has already been completed, please contact our call centre for assistance.

Can I select seats only for one sector of a return flight?

Yes, you can select seats for just one way by booking through our call centre, or making two separate online bookings.

 

Request for changes, cancellations & refunds

Can I cancel my booking, get a refund or make changes for free if I cannot fly due to a medical condition, an emergency at work/home, national service commitments, court case, visa problems, problems encountered at immigration & customs checkpoints, and other unforeseen circumstances?

All bookings on Tigerair are on a confirmed basis and strictly non-refundable. We keep our fares low by implementing stringent cost control measures in our operations. We are not able to offer refunds or compensation for any monetary or other losses, or inconvenience caused arising from any missed flights including these and other reasons.
However, you can make changes by paying the applicable fees and fare difference. Please click here for our fee schedule .
Changes, subject to availability, can be made up to 4 (four) hours before the scheduled departure time.

What are the charges for changing the passenger's name?

A name change fee is payable per passenger per flight sector, plus any additional cost if the prevailing prices are higher. If the prevailing prices are lower, no refund will be made. Please refer to here for special service fees.

Why do I need to pay the airfare difference, in the event I request for a name change? I am already charged the name change fee.

This measure is needed to protect our passengers' access to our low, low fares. It prevents resellers from hoarding promotional seats and reselling them at higher prices later.

How do I make changes to my booking?

Changes can only be made at least 4 hours before the scheduled flight departure, and are subject to charges.
For changes to the date/timing of your flight, there are 2 ways:

  1. Online. Go to the www.tigerair.com homepage, and click on "Manage my booking".
  2. Contact our call centre.

For other changes, e.g. luggage, destination, name … etc., please contact our call centre.

Requests for refund due to death

In the unfortunate event of the death of a passenger before the scheduled flight departure time, we will make a refund after receiving a copy of the death certificate.

Can I change my flight date without confirming the new date?

No. We do not offer open tickets. You will need to select a new date / flight at least 4 hours before your original flight, subject to the applicable charges.

What are the charges for changing the destination in my booking?

Destination changes are subject to different charges depending on the destination, plus any additional cost if the prevailing prices are higher. If the prevailing prices are lower, no refund will be made.

Can I get a refund if I change my booking to a cheaper flight that costs less?

Yes, but no refund will be made if the prevailing prices are lower. In addition, the fees for making changes will apply.

Can I make changes just before my flight?

Any change must be made at least 4 hours before the scheduled departure time of your flight (subject to applicable charges). After that, no changes are allowed.

Why can't I make changes less than 4 hours to departure?

As time is required for pre-departure procedures, this 4-hour rule helps to ensure that our flights can depart on schedule.

Do I get a refund in cases where there are unforeseen disasters?

In the event of a disruption arising out of a natural disaster, passengers will be put on the next available flight in accordance with our disruption policy. All bookings on Tigerair are strictly non-refundable.

Recently there was unrest in the city I'm flying into and I don't wish to travel there, can I get a refund?

In such situations, we will make a decision after considering several factors such as whether airports remain operational, travel advisories by relevant authorities, etc. To get the latest updates, please refer to our Disruption notice webpage under the Flying with us section. We also recommend that you consider buying the appropriate travel insurance to suit your needs.

Can I change the passenger name for just one or some of the flights in my booking?

No. We do not allow name changes for partially utilized/forfeited bookings, eg. If you have a round-trip booking, you cannot make a name change for only your return flight.

I have purchased a round-trip ticket. If I don't use the outbound ticket, can I use the return ticket? And can I change my itinerary of it?

Yes, please make changes at 4 hours before the return flight departure

 

Luggage

Hand luggage

What is my hand luggage allowance?

Requirements for hand luggage are:

  • 2 small items each with dimensions of less than 54 cm x 38 cm x 23 cm and weighing no more than 10 kg combined.
  • All luggage are carried entirely at your own risk. We recommend that you consider purchasing the appropriate insurance to suit your needs.

Any additional/larger/heavier item must be checked in and subject to the applicable fees.

Check-in luggage

I'm transferring from one flight to another. Can I check in my luggage before my first flight, and claim it after my second flight?

For flight connections over 8 hours, you have to claim your luggage and check-in at the transfer lounge. For flight connections under 8 hours, airport transfer service is included. The feature offers greater ease for your onward journey without the need to clear arrival immigration and retrieve luggage.

What is my check-in luggage allowance? Why do you charge for checking in luggage?

If you wish to check in luggage, we have different options for you to purchase here.
At Tigerair, you only pay for what you need. If you don't have any luggage to check in, you don't pay for any! That is how we can keep our fares low for you.
If other passengers want to pack the kitchen sink, that's fine – but it's only fair that they pay a bit extra for it, because you shouldn't have to pay for their luggage, just as they wouldn't want to pay for yours!
Remember, for occupational health and safety reasons, any single item should not weigh more than 30kg.

How do I purchase/change my luggage allowance?

It's best to purchase luggage allowance when you book your flight. This will help you save up to 80% in luggage fees!

If you did not purchase luggage allowance when you booked your flight, you can:

  • Call our call centre at least 4 hours before departure, or
  • Upsize your luggage at the airport during check in. Please note: you can only select the 15kg option at the Airport rate. Anything in excess of 15kg will be subject to excess luggage charges per kilogram.

Can I combine my luggage allowance with my fellow travelers?

Passengers can only combine luggage allowance if they are under the same booking, they check-in together, AND they are all boarded the flight. Otherwise, luggage allowance cannot be combined or transferred. Please note that any single piece of luggage should not weigh more than 30kg.

Can I bring more than 1 checked luggage?

You may bring more than 1 (one) checked luggage. However, the weight in total must not exceed the Luggage Upsize™ option purchased.
Any excess over the Luggage Upsize™ option selected; will be charged per kg at the prevailing rates in the common currency of the departure airport.

How is the excess luggage calculated and what are the charges?

Any excess over the Luggage Upsize™ option selected; will be charged per kg at the prevailing rates in the common currency of the departure airport. Please refer to here for special service fees.

Is there a maximum number of times I can upsize my luggage?

There is no limit on the number of times you can increase your luggage, however our maximum Luggage Upsize™ option is 40kg per passenger, per sector.
Excess luggage charges will apply if your total luggage exceeds the allowance that you have purchased before arriving at the airport (which is reflected in your itinerary).
We do not give refunds for downsizing of luggage allowance.

Special sized luggage, huge items, sports equipment and musical instruments

Why don't you explain the maximum limit of size of special luggage in the official website?

Special sized luggages depend on its shape and volume. So we cannot list the maximum limit clearly. They will also be transported depending on the usage of space. Passengers may have to ensure any loss by transportation.

Is there any restriction of huge item on aircraft?

Special sized luggage cannot exceed 105x38x23 cm, and its weight will be calculated with your free carry-on luggage. These kind of item required to get permit from Tigerair Taiwan (IT), but passengers may have to ensure any loss by transportation.
If the item exceeds the limit above, we will assess the capabilities of aircraft. Passengers have to pay the fee of transportation or extra seats.

Which sports equipment can be brought by luggage?

Cabin luggage may not exceed 54 x38 x 23 cm in size or 10 kg in weight. For flight safety, sharp items cannot be brought onboard. If the sports equipment do not meet the restriction of cabin luggage, it should be put in your checked luggage. The overweight luggage weight will be charged at the airport counter.

Do I need to put all of my sports equipment in the checked luggage?

You can only carry less than 105x38x23 cm with no sharp edge items. And the cabin luggage cannot exceed 10kg in weight. The charge of transferring sports equipment will be calculated by the rate of "checked luggage". And you do so at your own risk entirely.

If I put my golfing equipment and fishing rods into my checked luggage, do I still have to pay the charge?

Fee of carrying all sports equipment are calculated by weight of checked luggage in "Luggage Upsize".

What happens if my sports equipment weight more than 30kg?

For occupational health and safety reasons, any single item should not weight more than 30kg. If you have over-weighted sports equipment, we recommend that you consider seeking professional freight shipping company for help.

Which musical instruments can be put in cabin luggage, and which must be checked?

Musical instruments that not exceed 105x38x23 cm can be included in your free luggage allowance. Such as horn, clarinet, flute, piccolo, trumpet, violin, viola. If any of the musical instruments exceed the standard above, you should check-in your musical instruments, pay the fee of transportation or extra seats. Even Tigerair Taiwan(IT) has permitted to transport, passengers do so at their own risk entirely.

Can I check both of my luggage and muscial instruments when I travel alone?

You can have two kinds of checked luggage in a booking: sport equipment, including ski board, surfboarding or bicycles. They will be transported depending on the usage of space and calculated by weight of checked luggage in "Luggage Upsize". Passenger should pack your equipment. Horn, clarinet, flute, piccolo, trumpet, violin, viola or other musical instruments can be calculated with your free carry-on luggage allowance. If the luggage exceed the standards above, you should pay the charge of transportation or extra seats. Even Tigerair Taiwan(IT) has permitted to transport, passengers do so at their own risk entirely. 

 

Prohibited and Restricted Items

What are the prohibited items not to be carried onboard?

The following items are strictly prohibited in control area and aircraft cabin, but it still can be imported and checked if it is legal in some country:

Passengers are not permitted to carry the following articles into the security restricted area and the cabin of the aircraft but may be contained within checked luggage if local regulations allow for their importation:

  • Pointed/edged weapons & sharp objects:
    Pointed or bladed articles capable of causing injury, including: axes & hatches, arrows and darts, crampons (grappling iron, hooked bar of iron, or plate with iron spikes used in mountaineering), harpoons & spears, ice axes & ice picks, ice skates, lockable or flick knives with blades of any length, knives, including ceremonial, religious and hunting knives, made of metal or any other material strong enough to be used as a potential weapon, meat cleavers, machetes, open razors and blades (excluding safety or disposable razors with blades enclosed in cartridge), sabres, swords and swordsticks, scalpels, scissors with blades of any length, ski and walking/hiking poles, throwing stars, tradesman's tools that have the potential to be used as a pointed or edged weapon, e.g. drills and drill bits, box cutters, utility knives, all saws, screwdrivers, crowbars, hammers, pliers, wrenches/spanners, blow torches.
  • Blunt instruments:
    Any blunt instrument capable of causing injury, including tennis rackets, baseball and softball bats, clubs or batons - rigid or flexible - e.g. billy clubs, blackjacks (truncheon of leather covered lead with flexible shaft), night sticks & batons, cricket bats, golf clubs, hockey and hurling sticks, lacrosse sticks, kayak and canoe paddles, skateboards, billiard, snooker and pool cues, fishing rods, martial arts equipment, e.g. knuckle dusters, clubs, coshes, rice flails, nun-chucks, kubatons, kubasaunts.

Besides prohibited items, what other security restrictions are there for items carried onboard?

In compliance with new guidelines set by the International Civil Aviation Organization (ICAO) on hand luggage, various countries have implemented restrictions on carriage of liquids, aerosols and gels on passenger hand luggage. The restrictions are as follows:

  • Liquids, gels and aerosols will only be allowed in cabin luggage if they are kept in containers with volumes of not more than 100 ml each. These containers must be carried in a clear, re-sealable plastic bag. The total volume of the bag must not exceed 1 litre. Each person is allowed to carry only one such plastic bag. The bag must be removed from cabin luggage and presented to security personnel for visual examination.
  • Medications and special dietary requirements, including baby formula are permitted in cabin luggage. They must be removed from cabin luggage and declared to security personnel at the checkpoint. These items may be subjected to security checks. Customers with prescription medicine are advised to bring along supporting documentation (e.g. ID cards, letters from doctors) as verification.
  • As some countries have imposed these restrictions on both arrival and departure flights, this may affect your ability to carry duty-free purchases onboard the aircraft. Customers are advised to check with duty free personnel before making their purchases.

Can I bring milk or baby formula in my hand carry luggage? This is for my infant on board the flight.

Most authorities (airport security, customs, immigration, etc.) will allow a reasonable amount of milk or baby formula to be carried onboard for an infant's consumption. Please check with the relevant authorities if in doubt.

Can I carry frozen / preserved food in the cabin?

Fresh or frozen seafood or other meats may be carried on board as checked luggage only if we are satisfied that they have been properly packed. Strictly only Styrofoam and/or cooler boxes that contain dry food/non-perishables are allowed to be checked-in after inspection of contents by relevant authorities. Should passengers refuse inspection, we have the right to reject admission of luggage.

Can I check in other equipment not stated on your website?

Please check with our call centre for more information.

 

Delayed, damaged and lost items

I may have left/lost my belonging onboard. Who do I contact?

 If your item was found onboard it would be handed to our ground handling agents at your destination airport. You can enquire directly at the Lost and Found counters

My checked-in luggage is damaged, delayed or lost. How do I make a claim?

Before leaving the airport, you should report it to a member of the Tigerair ground services team. Baggage claims cannot be dealt with after you have left the airport, so please provide details of your luggage and you will be offered assistance.
As an airline's liabilities may be limited by International Treaties, we recommend that you consider purchasing the appropriate insurance before your trip.
For claims of damage, we must be given the opportunity to examine your damaged bag and alleged loss of item at the material time.
All claims for damaged, delayed or lost luggage are to be addressed to:

  • Tiger Airways Baggage Claims
  • Charles Taylor Aviation
  • Address: 140 Cecil Street, #15-00 PIL Building, Singapore 069540
  • Fax: (65) 6423 0150
  • Email: tigerclaims@ctplc.com

Will I be compensated for lost items?

Hand carry items – No. Hand carry items are your sole responsibility.
Checked-in items – Please do not check in items such as money, jewellery, precious metals, silverware, electronic devices, computers, cameras, video equipment, mobile phones, negotiable papers, securities or other valuables, passports and other identification documents, title deeds, artefacts, manuscripts and the like. If you check in such items, you do so at your own risk entirely.

  • Depending on the destinations, lost items will go through settlement procedures according to the respective conventions ratified by the two cities that the passenger is flying between.
  • We recommend that you consider purchasing the appropriate insurance to suit your needs.

 

Schedule changes, delays and cancellations by the airline

Am I allowed more than one change at no extra fee?

If your flight has been rescheduled by at least 4hours later, you will be entitled to a one time option. Once this option is utilized, any additional or subsequent changes will be subjected to applicable fees and charges. Please refer to here for special service fees.

If I missed my rescheduled flight, can I amend my booking for free?

No.

How will I be notified of schedule changes?

Schedule changes will be communicated via email. It is the passenger's responsibility to ensure the email address provided is current and accessed frequently. Tigerair takes no responsibility in the event that emails advising changes to bookings are not accessed/accessible.
In the event of an ad-hoc flight delay or schedule change, where the delay or schedule change is less than 4 hours, Tigerair will not give prior warning to passengers. For any advance schedule change greater than 4 hours, reasonable effort will be taken to contact passengers via the email address and/or telephone number provided at the time of making the reservation.

What are my rights and options pertaining to schedule changes/cancellations?

For schedule changes of more than 4 hours and cancellations, we provide certain options at our discretion.
For schedule changes of less than 4  hours, no alternative options will be provided.
If you incur losses or miss another flight, we are unable to take responsibility or provide compensation.
We encourage you to consider buying the appropriate insurance to suit your needs.
For detailed and updated information, please refer to here for condition of carriage.

Will I be issued a written confirmation that my refund request is currently being processed, considering that your refund timeline is 3-4 working weeks?

Requests for refunds will be processed through our regular feedback channel. We will only send a final reply, and not an interim reply to your refund request. This allows us to focus our resources on processing requests and other correspondence as soon as possible. Meanwhile, we would encourage passengers to liaise with their card issuing bank directly on their outstanding balance.

 

Checking-In

When are check-in counters open and when do they close?

Check-in counters open 2.5 hours before departure and close 45 minutes before departure. If you arrive late you will not be able to board and will need to buy a new ticket. If you bought a transfer flight, you must clear customs and immigration where applicable, and claim any luggage after the first flight, then check in for your second flight. You will need at least 2 hours to complete this process.

What time does the boarding gate close?

You should be at the boarding gate at least 30 minutes before departure. The boarding gate closes about 15 minutes before departure. Passengers arriving late at the boarding gate will not be accepted for travel, their bags will be offloaded and no compensation given. If you wish to travel on the next available flight, you will have to purchase a new ticket at the applicable fare.

Can I get someone else to check in on my behalf, or can I check in for someone else?

For security reasons, all passengers are required to check-in personally, and with the proper identification and itinerary/electronic ticket. Otherwise, we reserve the right not to allow you to check-in without any liability or refund to you.

What is the average waiting time for check-in?

It depends on the passengers in front of you in the queue, so it's best to arrive early.

What happens if I check-in exactly at the time of counter closure?

As time is needed to process your check-in, it will be too late!

If I missed my flight, can you put me on the next available flight for free?

For travel on the next available flight, you will be required to purchase a new ticket at the applicable fare.

If I have a problem at check in, who do I call?

If you fail to check in on time or fail to board the aircraft by the time the aircraft departs or fail to have proper documentation at the point of check-in, the fare you paid will not be refunded to you for any reason whatsoever.
Our call centre will be able to respond to pre-flight enquiries and reservations matters only, subject to our opening hours.
You may also seek help from our ground handling agent who facilitates your check-in.

If I am denied check-in, who do I contact?

If you fail to check in on time or fail to board the aircraft by the time the aircraft departs or fail to have proper documentation at the point of check-in, the fare you paid will not be refunded to you for any reason including but not limited to medical reasons. Our call centre can only assist you with changes to your valid return flight, subject to applicable fees and fare difference.

 

Travel documentation, Visas and Immigration

Where can I get my visa or travel permit from? Can your call centre or cabin crew help? Can I get a refund if I cannot check-in or board the aircraft because of immigration/customs matters?

Please check with the respective immigration authorities of the country you are travelling to. We are unable to assist you in obtaining a visa as we have no authority over immigration matters.It is the sole responsibility of all passengers to have the necessary travel documents and approvals to fly into any and all countries in your journey. If you are denied check-in, immigration clearance or boarding for immigration reasons, Tigerair cannot be held responsible and your ticket(s) will not be refunded.

 

Young persons, children and infants

What is your definition of a newborn/infant/child/young passenger/adult? What are the restrictions, conditions and fees?

Age on Date of Travel:

  • Newborn: less than 7 days old
  • Infant: 7 days old to below 2 years old
  • Child: 2 years old to below 12 years old
  • Minor: 12 years old to below 15 years old
  • Young: Passenger 15 years to below 18 years old
  • Adult: 18 years and above

Newborns:

Newborn babies will not be accepted for travel under any circumstances.

Infants:

An infant may travel with an adult by sitting on the adult's lap. An infant fee per sector is payable.
A maximum of one infant per adult is allowed for travel.
Compliant baby seats or strollers are allowed in the aircraft cabin. If you want to bring a baby seat onboard, please contact our call center and purchase an extra seat 5 days prior to your flight departure. An infant ticket (children who are aged below 2) includes a free checked luggage allowance for stroller.
Most authorities (airport security, customs, immigrations, etc.) allow a reasonable amount of milk or baby formula to be carried onboard for an infant's consumption. If any questions, please check with the relevant authorities.
Infants do not qualify for luggage allowance as they are not fare paying passengers.
Alternatively, you may purchase a seat for your infant at the prevailing adult rates.

Children:

A child must be accompanied by an adult in the same booking. There must be at least one adult to travel with and take full responsibility for every 10 children. Escort and special facilities for children are NOT available.
For safety reasons, seats may be reassigned to ensure that each child is seated next to at least one adult.
Full adult fares and all applicable taxes and charges will apply. Children departing internationally from Perth are exempt from the passenger movement charge.

If you need an extra booking for a children only, or passenger type changed at departure/return date (eg: infant to child), please contact call center directly and advise us the booking reference of adult. We will charge the call center booking fee.

Young passengers:

A Minor may be accepted for travel without being accompanied by an adult, provided the Minor's parent/guardian signs an indemnity form and presents it personally during check-in. This provides us an opportunity to verify the parent/guardian's identity and presence. The parent/guardian would have to remain at the airport until the flight has departed. This ensures that, in the unlikely event the flight has to return to base due to a disruption, the parent/guardian is available to care for the Minor. Meanwhile, age above 12 years old to below 15 year olds that traveling alone must apply "Meet-And-Assist-Service", and book 5 days prior to the flight departure through the call center. Please refer to here for special service fees.

Youth:

Young Passengers may travel unaccompanied as an adult. However, they do not qualify to take responsibility and care for infants, children and minors for travel.
Full adult fares and all applicable taxes and charges will apply.

 

Medical conditions & special needs assistance

How does Tigerair facilitate travel for passengers who require special needs or have reduced mobility?

Please refer to here for details such as:

  • When is a traveling companion required
  • Limitations of assistance that we can provide
  • Wheelchairs, passenger lifts, and other third-party facilities/services

Most importantly, please notify and book through our call centre at least 5 days before departure. They will help you determine what facilities/services are required, which of these are available at the airports involved and any applicable charges.
If you fail to do so, the necessary services/facilities may not be available upon your arrival at the airport and you may be denied boarding for your safety or other reasons.
Please also note that the necessary facilities/services may not be available at all times at all airports. If we are unable to obtain the necessary third-party services/facilities, we will make a refund provided the booking and notification was made through our call centre at 5 days before departure.

Can I travel if I am unwell?

You must be medically fit to travel in order for us to accept you for carriage. If you are unsure, please seek advice from your doctor. We will accept you for travel if you have a doctor's certification that you are fit for travel.

Can I get a refund if I am certified unfit to travel?

All bookings on Tigerair are on a confirmed basis and strictly non-refundable. We keep our fares low by implementing stringent cost control measures in our operations. We are not able to offer refunds or compensation for any monetary or other losses, or inconvenience caused arising from any missed flights including medical and other reasons.
We recommend that you obtain the appropriate insurance to suit your needs.

If I broke my leg, can I travel?

All passengers travelling with broken limbs will need a medical certificate stating that they are fit to travel. If the affected leg is plastered above the knee and you are able to board the aircraft without assistance then you will be required to purchase three seats in total. Please contact the reservations call centre to arrange your booking.
Please note that the plaster cast will need to be split prior to travelling to allow for swelling and should have been in place for at least 48 hours prior to departure.
Please alert the crew member onboard the aircraft so that you can be allocated three seats together. For this reason, we ask that you complete check-in formalities early and be at the gate 50 minutes prior to scheduled departure time. Please produce your three boarding cards to assist the crew.

If I'm pregnant, am I able to travel?

Pregnant travelers should inform us of their pregnancy period when booking. Our carriage of pregnant passengers provisions of the following points:

• For travel after the first 28 weeks of pregnancy, traveler is expected to provide on request a certificate or letter from a registered medical practitioner or registered midwife.

• If no complications with pregnancy, traveler may travel:

• up to the end of the 36th week of pregnancy for single pregnancies or

• up to the end of the 32nd week for multiple pregnancies (for example, twins)

Recommendations:

1, the certification of airworthiness should be apply within 7 days before departure, and to provide the English version.

2, please carry the certification of airworthiness during travel to cope with any unexpected situations.

3, if the issues of passenger conceal themselves during pregnancy or physical or mental condition, result in the flights affected,

and thus the cost incurred (including but not limited to divert, delay claims, etc.), the company will retain the legal recourse

If I become unwell and not fit to travel after check-in, but the flight has not departed, can I get a refund?

All bookings on Tigerair are on a confirmed basis and strictly non-refundable. Tigerair keep our fares low by implementing stringent cost control measures in our operations. As such, we make reservations and sell tickets exclusively for point-to-point travel on Tigerair flights. We are not able to offer refunds or compensation for any monetary or other losses, or inconvenience caused arising from any missed flights including medical and other reasons.
All passengers must be medically fit to travel in order for Tigerair to accept them for carriage.

If I need special medical attention/equipment, am I allowed to fly?

If for medical reasons, passengers need to inject themselves during the flight (e.g. diabetics) they are permitted to carry syringes in the cabin. They will be asked to produce appropriate medical evidence (such as a doctor's letter) when they check-in or at security screenings. This should be kept with them at all times.

Why must I wait 24 hours after my diving trip before I fly?

When diving below the surface for any period of time, nitrogen in the compressed air you breathe will be absorbed into your bloodstream. If you were to travel on a flight soon after that, the reduced pressure in the aircraft cabin could cause "the bends", where the nitrogen would be released from your blood and form bubbles in your blood vessels, which is extremely painful at best, and fatal at worst.
When you return to the surface from diving, the nitrogen absorbed in your blood will slowly be exhaled over the next several hours. Then it is safe to travel on an aircraft. This is why the 24 hour air travel restriction is recommended.

Will there be any additional charges for bringing my own wheelchair?

There will not be any additional charges to check in your own wheelchair.

Will priority boarding be given to special needs passengers?

Tigerair will provide assistance, as far as is reasonably possible and in accordance with our Special Assistance Policy, to our customers who need help in order to travel with us. We will do so in as dignified and non-discriminatory manner as possible, within the constraints of available resources.

 

Meals and duty-free items

Who should I contact if the items I bought onboard are faulty?

The duty free programme is operated by ST. DORAS. All items sold are non-refundable / non exchangeable as per our Sales Conditions onboard. Hence, please check all items carefully whilst onboard.
Any questions concerning these items should be addressed to ST. DORAS as follows:
Tel : (886) 2-2705-0028
Service hour: Mon-Fri; 9am-12nn, 1:30pm-6pm

How much is my alcohol allowance?

Duty Free allowance varies from country to country and for the person traveling. Please check on your allowance prior to departure.

Are all major credit cards accepted on your flights?

We only accept Visa or MasterCard credit cards onboard.

Am I allowed to consume food and drinks in the cabin?

Only food and drinks purchased from our inflight menu are allowed to be consumed.

Besides the Taiwan Dollar, do you accept any other currencies for inflight purchases?

Yes, we accept major currencies such as USD、SGD、HKD、CNY.

I am a vegetarian; do you have specially catered vegetarian meals?

Yes. We can cater to your selected special diets.

 

Online Tigerbites

What is online Tigerbites?

Online Tigerbites offers a selection of items from our menu which can be pre-ordered online up to 48 hours prior to your flight departure

How can I purchase Tigerbites and what are the meal options available?

Online Tigerbites can be purchased online during your booking process up to 48 hours prior to your flight departure.

Can I purchase online Tigerbites a few hours before my flight?

Online Tigerbites has to be purchased 48 hours prior to your flight departure due to the time needed for meal preparation.

Can call centre help to arrange the meal requirements for me?

Tigerbites is currently offered only through our website at the time of ticket purchase. It is currently not available through the call-centre.

If I book the meal for myself but I am not able to fly, can it be transferred to another travelling party in my booking?

All online Tigerbites purchases are final and non-transferable.

While on my flight, what proof do I have to indicate that I have purchased online Tigerbites?

Please present your boarding pass or itinerary to our cabin crew.

Will I be served first (priority of food given) for purchasing online Tigerbites?

Yes, priority will be given to passengers with online Tigerbites purchases.

What happens if the meal I booked online was not the one I ordered? Will I get a refund for it?

We will endeavor to replace your online Tigerbites purchases with items of similar value. All online Tigerbites purchases are final and non-refundable.

 

Board me first

Can I check in late if I am a board me first passenger?

Normal rules for check in times apply for board me first passengers.

Can I purchase board me first for myself only but not the rest of my travelling party?

Board me first can only be purchased for all passengers and for all flights within the same booking.

Can I buy board me first immediately before my flight?

Board me first can only be purchased up to 4 hours prior to the scheduled departure of the flight.

Can I purchase board me first through the call center?

Additional fees will apply for board me first purchased through the call centre.

Can I check in late if I am a board me first passenger?

Normal rules for check in times apply for board me first passengers.

Can I purchase board me first for myself only but not the rest of my travelling party?

Board me first can only be purchased for all passengers and for all flights within the same booking.

Can I buy board me first immediately before my flight?

Board me first can only be purchased up to 4 (four) hours prior to the scheduled departure of the flight.

 

Transit service by Tigerconnect

All transfer service purchased in Tigerair Taiwan is only available in Tigerair Taiwan (flight no. beginning with IT), but not in Tigerair Singapore (flight no. beginning with TR).

For regulations and rules of connecting flight provided by Tigerair Singapore, please click here, or call the call center.

What is Tigerconnect?

Tigerconnect provides you a convenient transfer service without the need to clear arrival immigration, collect checked-in luggage and check-in again. It is only available in Taiwan Taoyuan International Airport and Kaohsiung International Airport (only for the flight no. beginning with IT), and Singapore Changi Airport transit area(only for the flight no. beginning with TR).

How to use Tigerconnect?

  1. Passengers transit at Taiwan Taoyuan International Airport/ Kaohsiung International Airport:
    For purchasing more than two segments from Tigerair Taiwan, and the onward flights within 2 to 24 hours. You can claim your checked luggage at your destination if you have purchase Tigerconnect before and present your electronic itinerary.
    When you arrive at Taiwan Taoyuan International Airport, you can check-in at the transfer counter (first transit area of Terminal A, next to the entry corridor A6 boarding door); when you arrive at Kaohsiung International Airport, you will be guided to the boarding gate by the ground crew and received the boarding pass of the next segment flight.
  2. Passengers transit at Singapore Changi Airport:
    When you arrive at Singapore Changi Airport, you can go to the transfer lounge E in the transit area. There are commissioners will help you to check-in, obtain your boarding pass and check the luggage to the next flight.

Do I need to purchase Tigerconnect airport transfer service?

For onward flights within 8 hours, the airport transfer service and cost has been incorporated in the flight purchase for passenger convenient. For onward flights with more than 8 hours, it is optional for purchase.

Where can I purchase Tigerconnect airport transfer service?

The airport transfer service can only be purchased online, through the call center, travel agents, or at the Singapore Changi Airport transit counter directly(only for the flight of Tigerair Singapore).

Is there any time limit to purchase the Tigerconnect airport transfer service?

It has to be purchased minimum 4 hours before the first flight departure

How can I benefit from this airport transfer service?

The airport transfer service provides passengers with convenient transfers at Taiwan Taoyuan International Airport or Kaohsiung International Airport without the need to pass through immigration or collection of checked-in luggage for onward flight connections.

When will this service start?

It will be available for purchase from now for flights departing from 1 September 2015 onwards.

If I'm transiting in Taiwan with Tigerconnect, do I still need a visa?

As passengers who purchased the airport transfer service need not clear Immigration for their onward flight - a Taiwan visa is not required. Passengers may stay in the transit area for up to 24 hours without visa. However, passengers must have the proper immigration documents for the final destination.

Will I get two boarding passes when I check-in for my first flight?

Passengers transit at Taiwan Taoyuan International Airport/ Kaohsiung International Airport:
Passengers will receive one boarding pass as per normal for the first leg of their journey. Upon arrival at Taiwan Taoyuan International Airport or Kaohsiung International Airport, passengers are to proceed to the transfer counter (Taoyuan) or boarding gate (Kaohsiung) to receive the next boarding pass.

Passengers transit at Singapore Changi Airport:
Passengers will receive one boarding pass as per normal for the first leg of their journey. Upon arrival at Singapore Changi Airport, passengers are to proceed to Transfer lounge E in the transit area immediately. Agents at Transfer lounge E will then check in the passenger on the onward flight, issue the second boarding pass and arrange for luggage transfers to onward flight. If you travel from the following country and transit via Singapore, you can receive two boarding passes at the first leg:

Bangkok (BKK)
Cebu (CEB)
Chennai (MAA)
Chiang Mai (CNX)
Clark (CRK)
Cochin (COK)
Denpasar (DPS)
Dhaka (DAC)
Hat Yai (HDY)
Ho Chi Minh City (SGN)
Hong Kong (HKG)
Jakarta (CGK)
Kalibo (KLO)
Krabi (KBV)
Kuala Lumpur (KUL)
Langkawi (LGK)
Macau (MFM)
Manila (MNL)
Penang (PEN)
Phuket (HKT)
Surabaya (SUB)
Tiruchirapalli (TRZ)
Yangon (RGN)

What are the travel documents to be presented at the travel desk?

Print-out of itinerary for the onward flight, valid passport and visa for the final destination (if needed) and checked luggage claim tags (if any).

How can I ensure that my luggage has been transferred to my second flight?

  1. Passenger transit at Taiwan Taoyuan International Airport/ Kaohsiung International Airport:
    Your luggage will be sent to the final destination if you check them at the first leg. Please confirm the airport code on the luggage tag is correct. Please present their luggage claim tags to the staff.
  2. Passenger transit at Singapore Changi Airport:
    Passengers are to present their luggage claim tags to the staff at the Transfer E counter so that their bags can be retagged and transferred to their final destination.

If I take two different flights (the first flight is Tigerair Taiwan and the second flight is Tigerair Singapore), can I purchase the Tigerconnect?

No. Tigerconnect transfer service is only provided with the two flights from Tigerair Taiwan.

If I am taking two different flights (first flight with Tigerair and second flight with Scoot) will I still able to purchase Tigerconnect airport transfer service?

If you are taking Tigerair Singapore, you can have the Tigerconnect airport transfer service.

What is the difference between purchasing a Tigerconnect airport transfer service and Scoot-Thru?

Scoot-Thru is only available for passengers who purchased an interline ticket from Scoot.

What if I purchased the airport transfer service and then make changes to my flight, will I still able to enjoy the service or will be forfeited?

Normal terms and conditions will apply depending on the nature of the change.

If Tigerair Taiwan makes changes to my flight, will the airport transfer service still be available?

Yes. It will be transferred to the passenger's new flight itinerary.

Without any visa, will I be eligible for the Free Singapore Tour?

Eligibility to participate in the Free Singapore Tour is subjected to visa entry requirements stipulated by the Immigrations & Checkpoints Authority of Singapore. Passengers must have more than 5 hours to spare in transit. For further enquiries, passengers can approach the Free Singapore Tour Registration Booth located in Terminal 2 (Near the escalators to North Arrival Immigration) and Skytrain station at Transit Mall North, Level 2 (Near Transfer Lounge E) for more information.

My connecting flight was delayed for more than 3 hours; do I have to wait at the transiting hall?

Currently transit passengers in Singapore can stay in the transit area for up to 24 hours without visa. Passengers will have to remain in the transit area unless valid documentation (passport and visa as applicable) is presented to clear Immigration at Singapore.

Will there be any assistance provided if flight is delayed or if I missed my connecting flight?

In the event of a flight delay or misconnection caused by Tigerair, passengers should proceed straight to the Transfer Lounge E in the transit area whereby they will be able to get assistance.

I have accidentally cleared immigration; can I still catch my connecting flight or do I have to collect my luggage at the arrival hall? Can I get a refund?

Passengers will have to collect luggage at the arrival claim area, clear immigration and proceed to check in again at Singapore Changi Airport Terminal 2. Our check-in counters are located at rows 11 and 12 and counters close promptly at 45 minutes prior to departure. Tigerconnect is non-transferable and non-refundable.

Will I be detained by immigration for any VISA requirement?

Passengers who do not comply with the entry requirements to the country he or she is visiting may be detained by Immigration and may be repatriated back to the port of origin

Is purchasing of Duty Free items allowed while I'm waiting for my connecting flight at the transit hall?

Yes. Passengers have the option to stay at the transit area while waiting for the onward flight and enjoy the facilities available.

Can I purchase one Tigerconnect service for my entire family listed in the same booking/itinerary?

For infants below the age of two, no fee is required. Otherwise, Tigerconnect has to be purchased for every single passenger in the itinerary.

When is the latest can I collect the boarding pass for my onward flight from the transfer desk?

Passengers should collect their boarding pass for their onward flight at Transfer Lounge E in the transit area at least 90 minutes to departure to ensure that they are able to board their onward flight in a timely manner and have their luggage transferred accordingly.

What if I purchased Tigerconnect's airport transfer service and do not have the required travel documents for the final destination when I check-in for my first flight?

Passengers who do not have the required travel documents for their final destination will not be able to check in for their flight. It is the passenger's responsibility to ensure possession of the proper travel documents for the final destination.

 If this is the case, can I change my travel plan to fly only to Singapore?

Yes, passengers will be able to choose to fly to Singapore only if they have the valid travel documents to enter Singapore. Passengers will be required to sign an indemnity form as their onward ticket and Tigerconnect will be forfeited.

Who can I contact if my luggage is missing or if my luggage is damaged upon arrival?

Before leaving the airport, passengers should report any luggage loss to a member of the Tigerair ground services team. Luggage claims will not be taken into consideration after passengers have left the airport.
As an airline's liabilities may be limited by International Treaties, we recommend that passengers should consider purchasing the appropriate insurance before their trip.
All claims for damaged, delayed or lost luggage are to be addressed to:
Tigerair Luggage Claims
Charles Taylor Aviation
Address: 140 Cecil Street, #15-00 PIL Building, Singapore 069540
Fax: (65) 6423 0150
Email: tigerclaims@ctplc.com
* For interline tickets, in the case of lost or damaged luggage, the last operating carrier to connect passengers to their final destination will be assist in the claims. For example, should the luggage is found to be missing upon landing in Phuket airport, passengers may contact Tigerair. Likewise if the luggage is found to be missing in Sydney, passengers may contact Scoot who will assist them.

 

Insurance by Tigerinsure

What is the full coverage for Tigerinsure that is available on your website?

You may refer to the policy benefits of Tigerinsure  here. The benefits will also be emailed to you together with the policy that you purchase.

Why do you provide only email support for Tigerinsure and what is your maximum turnaround time?

As insurance related matters require supporting documents, this form of communication will allow our agents to refer to such communications for verification. We endeavor to reply to all letters within 21 working days. However, some cases may require more time for further investigations involving other parties.

I have misplaced/ not received the Tigerinsure policy purchased with my booking. Can you resend it?

For Tigerinsure questions, you can contact the Taiwan branch of ACE American Insurance Co., Ltd.:

Travel Insurance Service Hotline

Tel: 0800-778-288 (Monday to Friday AM 09:00 ~ PM 5:30)

Fax: +886 223551910 or 0800-888-011(Please note that: 0800-888-011 with automatic reply "receipt" feature, but 02-2355-1910 do not reply automatically)

E-mail: travel.tw@acegroup.com

ACE American Insurance Co., Ltd., Taiwan Branch product

Address: 110, 10/F, No.8, Section 5, Xinyi Rd, Xinyi District, Taipei City

 

Feedback and Enquiries

Who do I contact for feedback?

Before travel: If you have a query prior to travel on Tigerair, please refer to our FAQ section. If you are still unable to find the answer to your question, please contact your local call centre and our staff will endeavor to answer any question you may have.

After travel: If you have a query following your travel with Tigerair, you may submit your feedback via our Customer Support Portal. Please fill in all the relevant details to facilitate our response to you.

Why don't you provide email or phone feedback?

In order to offer the lowest fares possible, we constantly search for the most cost-effective way to respond to customer letters.

When we previously provided an email address for feedback, we received many duplicate/repeat emails on the same matter, which delay the response process for all customers.

Why do you take so long to reply?

As much as possible, we try to answer letters within 21 working days in the order that we receive them. It might take longer especially when detailed investigations involving other parties are required. We do not respond to enquiries in cases where we have already provided the information on our website.
Please help us serve you better by:

  • checking our website first for the information you need
  • providing details such as your booking reference, passenger name, flight number, flight date, contact number and mailing address
  • not sending duplicate mails

Why does the call centre not provide after travel service?

In order for us to keep offering the lowest possible fares, we keep our operating and administrative costs to a lean minimum.

What are Tigerair call centre numbers?

Please refer to our contact us page.

Who do we contact outside call centre operating hours?

Outside call centre operating hours, the other alternative is to go to a check-in counter that is open at that time. Please refer here for the check-in counter time.

 

Other

I'm awaiting an inbound flight- Who do I need to contact to check the arrival time?

You may check your flight timings by using the "Manage my booking" function on our website. Alternatively you may contact our call centre.

Are there any entertainment services onboard especially for your longer flights?

We provide a free magazine Tigertales with exciting news on travel and great deals. To keep our fares low for you, we do not provide video/audio entertainment on all our flights.

How can I be among the first to know about your latest promotions and other news? How can I be eligible for special deals?

From time to time, we have special deals just for our Facebook fans. Sign up now!