Last call for Tiger Airways? Photo: fox2mike (Flickr)

As a sometime customer of Tiger Airways and someone who has been affected by the prolonged grounding of the budget carrier’s fleet (I have a booking on 15 July), I could well consider myself entitled to write a hot-headed rant about risking passenger lives, the slow pace of refunds, or whatever catcall is fashionable while we await real news on the airline’s fate. But instead, I’d like to take the even tone of eulogist for a moment – for even if this recent safety fiasco blows over, the one thing that will eventually do them in is a total disregard for their customers.

Some voices in the media have penned customer care as being an obvious first casualty in a low cost carrier’s attempts to cut costs. After flying with profitable LCCs like AirAsia and Cebu Pacific in the highly-competitive East Asian market, I absolutely disagree that this is the case. On my journeys with both these carriers, I’ve had nothing but attentive service, even when the proverbial has hit the fan. In one instance involving a flight retime, I even received an email form the office of Tony Fernandes, AirAsia’s CEO, which promptly rectified what could have escalated into a tricky situation.

Many may regard AirAsia as a wonder child in this regard – not only are they profitable, but their front line – spread across airports, email newsletters, social media properties – actually seems to care. Why Australian customers can’t expect the same from domestic airlines is simply a matter of complacency. After all, Tiger Airways is in a strong position to not only learn from Singapore Airways’ experience in delivering courtesy, but benefit from their big pockets when making it real.

In retrospect, one could say that as the beneficiary of many non-critical $29 flights between Sydney and Melbourne and relatively few delays in the process, I’ve had a pretty good run with the flying tiger. However, there have been moments when the mindless culture that has undoubtedly resulted in the recent safety breaches, has also manifested itself in shonky customer policies. Policies that seem almost intentionally designed to upset and belittle customers, delivered by contractors instead of accountable employees of the airline.

I can source an example from less than a year ago, when the check-in policy changed from being, ‘yes, you can get in queue and check-in at the airport’, to, ‘no, you must check-in via the web a considerable amount of time before your flight, otherwise we ping you $25 for a boarding pass at the airport’. Sadly for all involved, this was not explained clearly via email or even SMS, so by the time our fate dawned on us at the airport, it was too late to check-in via our smartphones. There was no point arguing over the fee with the check-in staffer – she was an employee of a 3rd party services company, who agreed that it was silly that she could print boarding passes free-of-charge for checked-in customers, however had to charge $50 in total for ‘rule breakers’ like my husband and I (not her words). She was genuine and sympathetic. Unfortunately, the airline that she was beholden to is not.

Policies like this make a lot of sense from an accountant’s point of view. Discouraging the use of check-in counters means reduced staffing costs and potentially, faster turnarounds at the airport as customers attend to their arrangements online. However when not communicated properly, or worse, applied to ‘penalise’ travellers (as if we had paid to take part in some martial system), they generate anger, bad press and kill off repeat business.

I believe that most leisure travellers have moved beyond simply wanting the cheapest fare. If you look at how consumers spend their discretionary income (let it be on branded gadgets, dinners out or holiday travel), in many cases price point takes second place to experience, function or reputation. For this reason, I can understand why they have only captured 5% of domestic air travel market share after almost 4 years of operation, despite offering hands-down the cheapest airfares. If Tiger had tethered their business on providing on-time service, pleasant customer relations, or, heaven forbid, putting the glamour back into air travel, they could have comfortably charged an additional 20% without complaint.

The message here is relevant to all industries. If a company’s sole selling point is low prices, it is doomed to fail. A race to the bottom is one that cannot be won – either the cash will run out, corners will get cut, customers will feel alienated and vote with their feet, or in Tiger’s case, all of the above. Even if CASA’s grounding isn’t the final call for the ailing airline, their attitude has certainly put them on their last leg.

Word has it that there may be a Qantas/Jetstar points tie-in announced next year.

Make sure you check details first, but the skinny is that interest will be pegged at 10.99% and the card itself will come with a $49 annual fee. So, if you think all those cents accrued will exceed the annual price tag, then it doesn’t seem too rough to me. Hopefully it won’t come with a minimum spend in order to collect points, like that pesky Everyday Rewards/Qantas Frequent Flyer card.

Watch this page for the card’s launch later today.

• Tiger Airways is now flying between Sydney and the Gold Coast, commencing 15 December. Introductory fares start from $39, with daily frequency.
• Virgin Blue and Pacific Blue flights will no longer accept cash for food and entertainment services on their flights – only credit card. Just as well – carrying loose change on international flights is a bit of a drag.
• Singapore Airlines and others are encouraging punters to buck the discount trend and purchase earlybird fares. So far, these fares are largely hot air, being neither particularly cheap (Sydney to London for $2000 with Singapore Airlines) and in the face of a strengthening dollar, not necessarily in short supply.
• Tiger Airways has more than enough material for another season of Airways, with a flight cancellation delaying passengers in Hobart for up to 3 days. Tiger denies that the police were called – that said, if I was stranded in Hobart for 3 days…!

It’s great to be back on the couch. Game on!

A striking red dust storm blankets Sydney. Photo Credit: tolomea

For the first time in living memory, Sydney has been hit by an apocalypse-red dust storm, paired with gale-force winds and a whole lot of environmental anxiety. This has caused chaos on both the ground and in the air, causing numerous flights to be redirected to Melbourne and Brisbane airports and creating major delays for passengers arriving to or departing from Sydney Airport. Even I encountered a significant delay this morning, while determining whether I wanted to walk through a painted reproduction from the final chapter of a children’s Bible. Finally, I closed my eyes and stepped outside – it couldn’t be any worse than in the Emirates, if they were to ever have a cold day, right?

If they ever had a day this cool in Dubai, I’m sure there would be chaos, too. But that was beside the point.

Onto the practical stuff:

• As of the time of writing, Sydney Airport’s website has been put out of order due to the influx of enquiries regarding flight delays
• Significant delays are to also be encountered at Brisbane airport, due to the arrival of redirected flights
• Qantas has announced that they will be refunding or rescheduling passengers on affected flights
• Jetstar will be rescheduling passengers on affected flights until Friday
• No word from Tiger Airways and Virgin Blue – call your airline if you are concerned about potential delays on flights departing in the next 24 hours

Well, the skies are starting to clear now over Sydney in a fascinating transition, from the morning’s blaze of grapefruit red, to a dull orange-yellow, to cottage cheese and finally, a sliver of blue. Check out this amazing Sydney dust storm photo set on Flickr.

What a dramatic, final day to my twenty-fifth year!

Cold in Melbourne? Fly to Phuket from December! Photo Credit: Shelby Lee Root

V Australia has announced the following new routes: Melbourne to Phuket, Brisbane to Phuket and Melbourne to Johannesburg, with the Phuket routes commencing 3 December and J’burg kicking off on 13 March, 2010! To celebrate, fares are now on sale ex. Melbourne and Brisbane to Thailand for $399 one way and ex. Melbourne to South Africa for $1899 return including taxes! Sale ends 31 August 2009 or until sold out and for travel from 13 March 2010 to 31 May 2010 (Johannesburg) and 22 November to 17 December 2009 & 15 January to 31 May 2010 (Phuket).

Flights to Phuket run twice weekly from Brisbane and weekly from Melbourne, with the potential for greater frequency to be announced later in the year. In related news, flights from Melbourne to LA will commence on 1 December, with two flights plying this route each week.

View V Australia’s press release for details and to book. Go wild!

I’m glad that the V Australia flights are kicking off after a week of speculation, as I personally believe that Melbourne Airport is under-serviced, despite being highly receptive to new passenger markets. In the last 12 months, passenger numbers have been on the rise in the face of current economic conditions – there has been a 33% increase in passenger numbers from Malaysia and India (thanks to an aggressive effort from Air Asia X), contributing to a 2% increase overall. Comparatively, Sydney Airport passenger flow has dropped 4% and Tiger has recently terminated its Canberra service. So, good luck, V Australia! I’m certain demand for these routes will soon soon outstrip supply.

As per AirAsia’s ongoing international sale, fares are still available for $149 one way, $303 return including tax. Sale is now until 9 August or until sold out, for travel between 20 October and 10 January, 2010. Not bad, Christmas holiday fares! Looks like Santa came early this year.

Check AirAsia’s sale page for details. To select the choice sale fares and to book, visit Adioso. What an amazing week for cheap travel!

Sale fares are not yet visible on Adioso, so check Jetstar’s sale page for details and to book. Availability is great, so get over there!

Sampai jumpa lagi (See you soon) - AirAsia X shelves its proposed Sydney - Kuala Lumpur route. Photo Credit: Jason Tan

The Malaysian Government has deferred approval of AirAsia X flights between Sydney in Kuala Lumpur, thus dampening the hopes of countless Sydneysiders who have been hanging out for one of their rediculously cheap fares. Flights were initially slated to commence on 23 October, however this date has bee pushed back indefinitely due to an airport tax payment dispute with Malaysia Airports Holdings Bhd (MAHB), which the government seeks to resolve before granting approval.

AirAsia X is set to take delivery of three A330′s this year and have suggested that these will be used to increase flight frequency on their existing Australian routes, in lieu of use on the proposed Sydney and Seoul routes.

More updates as they break – visit The Star and Travel Weekly for further information.

Star Alliance's new RTW booking engine - Sexier than your travel agent?

Star Alliance has just launched a round the world (RTW) ticket booking engine on their website, allowing consumers to purchase their fares directly, instead of via a travel agent as has traditionally been done. In response to the predictable dismay from travel agents (who rightfully believe this may eat into their trade), Star Alliance has reasoned that giving consumers the ability to purchase fares directly will “free up”* agents to perform other tasks. Like entering Star Alliance’s “Count your Lucky Stars” promotion. Or even better, Jetstar’s photo contest. Actually, sudoku sounds fun. Lets do sudoku!

To throw further gas on your increasingly uncomfortable relationship with your travel agent, access Star Alliance’s new “Book and Fly” RTW booking system here.

* from TravelToday, 21/07/09

Roberts said the carrier had gained extra slots due to other airlines cutting services. With a new A320 also in operation, Roberts said Tiger was able to expand its presence on the trunk route.

First of all, who died? Who cut back services on the world’s third-busiest route, thus giving Tiger these extra slots?

Update (21/07/09): VirginBlue cut frequency earlier in the year, thus the extra Tiger slots.

Flights still start from $39 and are in plentiful supply, so visit Adioso to find a cheap fare.

In related news, ‘Airways’ Episode 2 is on tomorrow, Channel 7 at 7:30pm, catch a sneak peek here: http://au.tv.yahoo.com/airways/