horrible experience

BYOjet - www.byojet.com
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Deanna96's review of BYOjet - www.byojet.com

“horrible experience ”

★☆☆☆☆

written by Deanna96 on 14/02/2015

This was by far the worse experience Ive had with a booking agency. Ive purchased tickets from Sydney to cairns and realised ive made a mistake in the booking, called them to change it and they told me that changing fees would be $450/person, and suggested me that at this price I should book a new flight. I did so, only to realise after thanks to tiger that they misinformed me and that the booking change fees were only $80/person. Ive called them back multiple times because what they did is not right and legal, and they kept hanging up the phone on me repeating"non refundable" instead of listening and assisting me. I finally had to ask to be transferred to a supervisor who pretended he cared and would investigate and call me back that day. Its now been 4 days since that call, and I have to say that the team is absolutely unprofessional, and the service is disgraceful. As for my booking, they never gave me a real explanation which makes me think that they have stolen my money. Shame on you.

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Byojet's Comment

Written on: 03/03/2015

Hi,

As has been previously explained to you, the fees to change your flights were quite high, our Customer Care staff advised you of the other option which was to buy new flights. We gave you this option as it would work out cheaper for you, rather than making the requested change. The fee was not $80, there is a BYO change fee, a Tiger change fee, there were tax & fare difference also to select the new flight you required.

We are governed by Tiger Airlines fare rules and unfortunately the only options to correct your booking error was for you to pay the change fees (that were more expense than purchasing new flights) or book a new flight.

Refunds and cancellations

Tigerair operates a no refund policy and as such it is unable to refund any tickets (fares and charges) where the passenger decides they no longer have a requirement to fly or is unable to travel, as a result of any change in personal circumstances, including but not limited to medical grounds. Individual or Personal Travel Insurance is recommended for all passengers to cover such cancellations.

Should a passenger decide they no longer wish to travel they are entitled to apply for a refund of the Government Passenger Services Tax and other government taxes paid. However, Tigerair will apply a S$50.00 or A$50.00 (for Australia domestic flights) administration fee (or local equivalent) per passenger per sector to cover the cost of processing and bank charges for each tax refund request.

In the event of the death of a passenger prior to the scheduled departure time of their flight. Tigerair will refund the reservation following receipt of a copy of the death certificate.

If you require any further clarification please don't hesitate to contact our Customer Care team.

Regards,

The BYOjet Team

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