giant leap forward
Now a fully owned subsidiary of Virgin Australia, Tigerair Australia has recently undergone a major transformation – even ‘changing its stripes’ – in a bid to enhance its customer service and market fit.
T
igerair Australia’s focus remains on being the budget airline of choice for Australia, but the means of achieving that aim is constantly under review, as illustrated by a new look unveiled late last year.
A wide range of changes included new uniforms for cabin crew, pilots and check-in staff, while the fleet gained a 14th Airbus A320 aircraft. Customer communications were enhanced with a mobile app, SMS notifications and an improved call centre, and a new customer-friendly website boasted a superior booking and check-in system.
“When we rebranded to Tigerair and the joint venture with Virgin Australia was first launched in July 2013, we made a promise to Australian consumers that we would listen and we would change,” says CEO Rob Sharp. “The past couple of years have been focused on rebuilding the business and putting the right platform in place for future sustainable growth, with the customer at the core of everything we do. “We are delivering on those promises. Our flights have never been consistently more punctual, our customer service
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never stronger and our customer satisfaction levels are now at an all-time high. It’s time to spread the word: a tiger can change its stripes.”
Additions to the fleet The latest Airbus A320 was put to work in Sydney, connecting the city with Cairns and Adelaide. It has now been joined in the Tigerair Australia fleet by three Boeing 737-800s, which are all based in Melbourne. These will assist the airline’s first foray into international
services with a Bali route beginning in late March.
The international services will feature all-economy seating for up to 180 passengers, with five rows offering extra legroom – 18 seats at the front of the cabin and 12 seats in exit rows that can be purchased in advance. Tigerair Australia will also offer a mix of free and paid wireless inflight entertainment for use on passengers’ own devices. Travellers will also be able to buy from an extensive inflight menu and
Tigerair’s
Tigerair Australia’s overhaul involved new aircraft, livery, cabin crew, pilots and check-in staff
Routes News 2, 2016
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