Tigerairways/Seair experience re: cancelled flight

This is to share our experience with TigerAirways/Seair. The airline offered early booking at a discounted price last August and we availed the said promo. This November, the airline sent an email informing us of the cancellation of flight/route and they did not offer any options but to refund our payment. As passengers, we did not agree on a refund and we demanded to be rebooked to a different airline. This is an unfair airline practice, if they think the route is not viable, then, they will just cancel the flight at the expense of the passengers. It is a win-win solution for the airline but inconveniences on the part of the passengers. Two weeks ago, emails were sent to the airline and they only provided the reply yesterday. The airline already processed the refund and it would take 3 to 4 weeks for the crediting. They benefited from the advance payment and yet refund takes a long time. If you are availing advance booking promo, go with the bigger airline companies so that you will be given options. Below was the email sent by the airline company:


Thank you for using our Customer Support Portal.

We refer to your flight under confirmation reference BZRH6Y.

We sincerely apologise for the inconvenience caused due to the disruption to your flight. This route suspension was necessary due to a network review.

In-line with Article 10 of our Conditions of Carriage, at any time after a booking has been made we may change our schedules and/or cancel, terminate, divert, postpone, reschedule or delay any flight where we reasonably consider this to be justified by circumstances beyond our control or for reasons of safety or commercial reasons. In the event of such flight cancellation or changes to the schedule so as to depart more than four (4) hours before or after the scheduled departure time, the passenger may elect and utilize one of the following option up to (4) hours prior scheduled departure:

a) To be carried at the earliest opportunity on another of our scheduled services on which space is available without additional charge and, where necessary, extend the validity of your booking; or

b) To retain the value of your fare in a credit account for your future travel provided you re-book within six (6) months therefrom, or

c) To receive a refund in accordance with these Terms & Conditions.

We note that the full refund of your booking has been processed to your Visa account ending with xxxx on 21 November 2012. Kindly allow up to 3-4 weeks for the bank to process the refund. We advise card holder to check their credit card statement or with the card issuing bank for an update of the refund status.

As per our conditions of carriage, we regret that we are not able to accede to any request for any reimbursement/ compensation of additional cost incurred as a result of the change of schedule. You may however wish to use this letter for insurance purposes.

Thank you.

Warm Regards,


Deen A. | Customer Relations Officer | Customer Relations Department

SOUTHEAST ASIAN AIRLINES, PARTNER AIRLINE OF TIGER AIRWAYS

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