From TigerAirways to Tigerair Philippines… still poor customer service

I am very dissatisfied on how this airline handles its customers.  I am writing this based on my experiences with this airline. Though they have changed their name from Tiger airways to Tigerair, the poor customer service remains the same.  It was just a marketing strategy but they have not done much on the improvement of its customer service and its entire operations.  

Last March 11, 2014, I again boarded their flight from Cebu to Manila.  This time I used the travel voucher provided to me by Tigerair/Seair as part of the settlement agreement which I filed against them last November 2012.  It took almost a year for my previous complaint to be resolved.  Anyway, I still pursued my complaint despite the slow resolution by the handling government agency.  Again last March at 11:04 am; hours before my flight, I received an sms stating that my flight DG7007 scheduled at 4:55 pm was cancelled due to operational requirements.   I could only be accommodated to their next available flight at 8:35 pm.  I texted the number back and called the number to demand for a return call from the airline manager.  I asked them that I should be booked to another airline.  The supervisor said my request could not be accommodated by their Manila Head office.  I reminded the supervisor that my previous complaint against them has something to do with the flight cancellation.  The supervisor apologized and I demanded for a written apology letter.  I even called up their Customer Service and I asked for the same demands. I received an email letter stating the Conditions of Carriage and I totally disagreed on their explanation.  

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I also texted the Customer Service officer Ivan Carandang of Tigerair/Seair Head Office but I did not receive any response.  I got Mr. Carandang’s number during the hearing for my previous complaint.  Now, I totally understand that his department lacks the necessary customer service training because he does not know how to handle complaints.  The only thing they know is to totally ignore customer complaints.  I thought my idea about Tigerair Philippines will change but because of the consistent bad experiences it would be very difficult to change my perception. 

Given that Tigerair Philippines is now part of Cebu Pacific airline, I do not think their manner of handling clients would improve since the management was retained.  The operations would still be the same and it would still be under the name of Tigerair Philippines.  If you have flight options, please do not book your flight with Tigerair Philippines and avoid the flight code that starts with DG.  Their flight may be cheaper but you will experience all the hassles and stresses on or before your flight!