✅ Trip Verified
| Brisbane to Melbourne. A tale of two vastly different experiences. My flight from MEL to BNE was a flawless Tigerair experience. I even made a note of the cabin crew who went out of their way to help a couple who were having a large variety of issues. I was ready to write a glowing review. However, the leg from BNE to MEL was a disaster. The flight was delayed and so people were slowly notified whilst waiting at the gate. There were a number of ground staff about and they made everyone weigh their bags to ensure they were under the weight limit. No real updates, aside from a delay due to engineering. And then an SMS comes through over an hour later saying it had been cancelled. No notification from actual staff, and no staff at the gate. So, I called their call centre as advised in the SMS. I was told that a recovery flight was being organised but I would have to check in. I go down to the check in counter and there is one staff member, who is having IT issues. After about 20 minutes she still hasn't served those people, all the while the entire planeload of people have now formed a queue. There's also no visibility of other staff. Unfortunately for some, they are trying to check in for actual operating flights and they are getting noticeably quite distressed in the queue. About 45 minutes later Sebastien, a ground staff member, makes an announcement over the PA which can only be heard away from the queue. I then go and ask what the announcement said as there's about 40 people who were all going "what was he saying??". I'm advised there is no recovery flight and there are no seats out of Brisbane until at least the following day. There may be spots from the Gold Coast, but best option would be to check other airlines. I had to be back in Melbourne that day (noting I was on a 2.10pm flight, so not cutting it fine by any stretch of the imagination). I ended up flying Qantas. I have received no follow up from Tiger about the cancellation - no email about 'what to do now' or anything. After a few days, I contacted them to ask the process. I got a reply that completely ignored what I had said. Not even an offer to reimburse my original flight costs. So, after many glowing reviews on here (e.g. my review from late Jan - MEL:ADL) it seems that when Tigerair get things wrong, they really get them wrong. No customer service at all. Sorry, Tiger but you really dropped the ball.