Dear Group CEO of Tigerair, Thank You for Making

Dear Group CEO of Tigerair, Thank you for making my trip to Bali such a memorable one. It has really been quite an amazing experience. During the planning for the trip, I felt as if I was part of an exciting theatre play; a stage production that was full of deceit, lies compounded with a nervy wait for the ending. For a company that prides itself on providing a seamless customer experience, you have certainly outdone yourself. The whole process was full of unexpected surprises; for example when you decided to treat me to a free language lesson by emailing me a flight notice in Bahasa Indonesia. Then, I was provided with a complimentary 2 hour long musical when I was placed on hold trying to contact the call centre. The musical’s screenplay was so mind-boggling as the lead actress kept saying that the estimated waiting time was 10 minutes, but I was kept waiting for nearly two hours in total. The penultimate act was vital to the entire storyline as the lies and dishonesties of the main cast hit the audience. The revelation that two of the main cast members (Tigerair Singapore & Tigerair Mandala) are actually not related to each other and had no obligations to one another caught me by surprise. Alas, just when the finale was about to shown, the play (“flight”) was cancelled and I was unable to get a replacement ticket (as other shows were sold out apparently). I was left with the choice of accepting a refund of the ticket or to catch another play on my own expenses. With seemingly no other choice, I accepted the refund with absolutely no assistance given to seek out an alternative play. While I sought to catch another play that was available, it was to my horror that when I returned to your ticketing booth a few hours later, I found that the ticketing office was selling tickets to the very show which I was told was sold out! Now I’ve no chance of knowing what the finale was, but I guess I was still the overall winner as I managed to catch purchase tickets to another play (albeit at a higher price, but the other production boasted a better cast and had a five-star reputation for their service) Anyway, I have to thank you once again for ensuring that this trip will be such a memorable one. All the extra costs incurred were well worth it. It was a great show that you put up, full of drama and twists, and I encountered many “firsts” through this experience. I had never known any company that could leave their customers hanging in the balance with the possibility of being stranded in a foreign land without any empathy, compassion or conscience. The whole experience with you has been nothing short of remarkable. On another note, I am truly saddened by the fact that Tigerair Mandala had to cease their operations due to financial problems. However, I am even more saddened at the way that Tigerair Group has been treating their customers in light of Mandala’s closure. The lack of a contingency plan in light of such situations, the lack of truth and transparency with your customers and the absence of any corporate responsibility is appalling. In all sincerity, I am truly concerned with the image of Tigerair Group and the sustainability of your business. Already the group has failed in the Philippines while Indonesia is due to follow suit. Your planned ventures in Korea and Thailand have also been abandoned. It seems like the group has a lot of uncertainties overlooking them. That said, there is however one thing that the group can be very certain about - that I will not fly with Tiger again unless absolutely necessary. I wish your organization the best of luck in your future endeavors. It looks like you’ll need it. Yours Sincerely, A very disgruntled but concerned (ex) customer P.S. - This is not a complaint letter. It is also not a letter demanding compensation. It is simply a tongue- in-cheek message to the senior management of Tiger in regards to the whole Tigerair Mandala saga. .

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