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Special Assistance/Needs
Tiger Airways will provide assistance, as far as is reasonably possible and in accordance with this Policy, to our customers who need help in order to travel with us. We will do so in as dignified and non-discriminatory manner as possible, within the constraints of available resources.
If you require special assistance when travelling with Tiger Airways, you must notify the Tiger Airways Call Center at the time of making your booking. In any event, you must notify us at least five (5) days before your intended departure of your requirements.
You will not be charged a convenience fee for notifying the Call Center.
Failure to notify us of your requirements may result in the service being unavailable on arrival at the airport and being denied carriage.
We are not able to provide supervision for those passengers who cannot travel alone, but we are able to provide limited direct assistance.
Passengers travelling alone must be independent so far as personal needs are concerned, including medication, eating and toileting. Otherwise a carer may be required.
A carer must be a physically able, independent and responsible person of at least 18 years of age, able to assist the passenger with his/her personal needs and in the case of a ground or in-flight emergency.
You must advise us of your specific needs, including whether you will be travelling with a carer (so we may ensure the carer is sitting next to you) and whether any medical assistance will be required.
In particular, we will need details of any wheelchair or mobility aid you will be bringing with you (see below).
We may need to make arrangements in advance for a lifting device or other facilities to enable you to board, at both the port of origin and destination.
It is important for your safety and comfort that you are seated in the most appropriate seat available having regard to your needs.
We will not be able to seat you in an emergency exit row if you do not satisfy the criteria required in the air safety regulations as to persons sitting in such seats.
We will also need to satisfy any Occupational Health and Safety Regulations applicable to our crew in attending to your needs.
Tiger Airways has a limit of two passengers per flight who require “direct assistance” from our crew. Such passengers must check in at least two hours before departure.
Further information is available under the following headings below:
Mobility Aids and Wheelchairs
Passengers' own wheelchairs will be carried free of charge, in addition to their normal baggage allowance, but must be checked in.
Wheelchairs that are powered by sealed, non-spillable batteries are accepted for carriage. Wheelchairs with un-sealed, spillable batteries will not be accepted.
All powered wheelchairs must be checked through and comply with relevant battery connection/disconnection requirements.
You must advise us whether you are able to board using steps or whether you require a wheelchair from check-in to the aircraft.
For Australia, we are able to provide a manual wheelchair to convey you from check-in to the aircraft, at which point a lifting device will be available, if previously requested (in the absence of an aero-bridge). Our crew can then assist in transferring you to an aisle wheelchair and from an aisle wheelchair to your seat. At your destination we will similarly transfer you from your seat and supply a lifting device and manual wheelchair for disembarkation, if previously arranged. Your wheelchair will then be delivered to you at the baggage collection point.
Our crew’s ability to assist is subject to compliance with mandated Occupational Health and Safety Regulations in Australia as to the maximum permissible weight of a passenger for lifting (130kgs) and the mobility status of the passenger (eg a full lift of a passenger compared to passengers able to partially lift themselves, and whether assistance is available from a carer, if applicable).
For Tiger Singapore flights, there will be a charge for assistance in respect of wheelchair and other services required from check in to embarkation if previously requested. There may be local unavailability of a lifting device or weight restrictions applicable to the use of devices and the ability of our crew to provide direct lifting assistance. Fees may be applicable for some devices.
We also have an upper torso harness available on our Australian flights, subject to usage restrictions, and prior booking.
Stretchers
Tiger Airways does not accept stretchers in the cabin.
Visual or Hearing Impairment
You must let us know at least 5 days in advance through our Call Center if you are vision or hearing impaired. Our crew will then be ready for your arrival and provide everything necessary for your safety and convenience.
We are not able to seat you in an emergency exit row.
Visually impaired passengers on flights to or from Singapore must be accompanied by a carer.
Service Dogs
Any type of service dog is accepted for travel on domestic flights within Australia, subject to producing proof of registration as a service dog (eg with the Australian Guide Dog Association).
The passenger must be dependent on the service dog for mobility. The service dog must travel with its owner.
The dog must be harnessed and seated on an absorbent mat during flight.
Your fare will also cover your service dog. The window seat adjacent to the vision/hearing impaired passenger will be blocked for the service dog.
We can only accommodate two service dogs per flight in Australia.
We cannot accommodate service dogs on flights to or from Asian destinations.
Travelling With Broken Limbs
All passengers travelling with broken limbs will need a medical certificate stating that they are fit to travel.
If the affected leg is plastered above the knee you will be required to purchase three adjacent seats.
Please note that the plaster cast will need to be split prior to travelling to allow for swelling and should have been in place for at least 48 hours prior to departure.
Travelling During Pregnancy
Pregnant women must have completed their journey in full by the 35th week of pregnancy.
Flying is not permitted following the 35th week.
A medical certificate is required to confirm that the passenger is fit to travel between the 30th and 35th week.
Passengers in this period of their pregnancy must contact our Call Center to arrange such bookings.
Passengers Requiring An Extra Seat
If you wish to purchase an adjacent seat (for extra comfort), please contact our Call Center.
The additional seat will be charged at the lowest available rate at the time of making the reservation. Please note that there is no additional carry-on or checked baggage allowance associated with purchasing an additional seat.
Carry on Medical Equipment
Life-supporting medical equipment may be carried on board provided it meets cabin luggage limitations and is not classified as “dangerous goods” under the IATA Dangerous Goods Regulations.
This applies in particular to any type of oxygen generating equipment.
Approval for carriage of such equipment must be obtained through the Call Center at least 5 days before departure.
Medical Syringes
If for medical reasons, passengers need to inject themselves during the flight (e.g diabetics) they are permitted to carry syringes in the cabin. They will be asked to produce appropriate medical evidence (such as a doctor's letter) when they check-in and at security screening points. This should be kept with them at all times.
Medically Fit For Travel
All passengers must be medically fit to travel in order for Tiger Airways to accept them for carriage. If a passenger is suffering from a serious illness or a communicable disease, or has had recent surgery then please call our Call Center for more information. A medical clearance form may be required from your doctor.
Further Information
If your concern or need has not been answered by this information, please contact the Call Center.
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