Naughty Tiger Airways Bans Facebook Fans!
Report by Travel Agency Singapore news
Tiger Airways has a Facebook fan page. Surprised? Just yesterday (12 Mar), they were deleting negative comments from their wall and banning the users who were trying to give them feedback.
I am not among those that were banned nor do I know them, but their actions just make my blood boil! Especially when the comments were in response to a wall post by Tiger: “Do you love us?”
Cheeky, and it worked in getting lots of responses, both negative and positive. The first comment they received was… (guess what?) negative! But Tiger not only ignored the negative comments, they deleted them and banned those users from posting again! Granted, they did not delete all the negative comments, but it is still wrong!
Aims Angelo noticed and commented “where did the first comment go to??”
Then I took a look at their Discussions tab. Many questions were asked by Tiger’s customers but none got a response. But this one did:
Marked as irrelevant! Fortunately, you can still click on “Show post” to see it:
Irrelevant? Judge for yourselves…
Now, where do the banned customers go? Form their own page! “What I hate about Tiger Airways” was born:
There’s also a group “Tiger Airways Sucks!”
Jetstar and AirAsia have their own Facebook page too. Like Tiger, AirAsia have their fair share of customer complaints and questions. But at least AirAsia responds to their customers:
If the comments are unreasonable, other Facebook users are smart enough to recognize that and may even help to defend the airline. Like this case here:
Do a search for news on Tiger Airways and you will find some articles about their now infamous customer service.
Tiger Airways probably started the Facebook page in July 2009 and has more than 10,000 fans now. Despite the many disgruntled customers, I believe Tiger will still continue to grow because of their low fares. However, they must not forget that the customers have many alternatives like Jetstar and AirAsia.
I have experienced excellent service from Tiger Aiways before, albeit that was a long time ago. Before they moved to the Budget Terminal. Certainly hope that they can improve on their customer service, starting with how they treat their fans in their Facebook page.
Comments
9 Comments on Naughty Tiger Airways Bans Facebook Fans!
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paul Lim on
Tue, 23rd Mar 2010 11:41 pm
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Jackson Springer on
Thu, 25th Mar 2010 3:06 pm
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travel agency on
Fri, 26th Mar 2010 10:46 am
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uberVU - social comments on
Sat, 27th Mar 2010 9:00 am
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Isman Tanuri on
Sat, 27th Mar 2010 11:10 pm
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Mandy on
Thu, 1st Apr 2010 12:27 pm
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Evon chin on
Wed, 26th May 2010 7:31 pm
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Andrea on
Wed, 1st Dec 2010 1:31 am
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Komala on
Thu, 18th Aug 2011 7:57 am
yes, i was the first to leave a feedback for them and they did not take it positively and deleted it. i am glad that Aims noticed that my comment was deleted. i therefore posted on why did they delete my comment? and soon before i knew it, i was banned FOREVER from leaving any comments.
Thanks for mentioning on the what i hate about tiger airways page on facebook, we are glad finally there is a channel for us to voice out unhappiness.
Hi… my name is jackson springer and i made the facebook group “Tiger Airways Sucks” and i think its wicked you put our word out there and gave us a mention! thank you!
Hi Paul & Jackson! You’re welcome!
We believe in providing travellers with a voice, no matter how small that voice may be. That is why we’re happy to feature both your facebook page and group. Of course, other budget airlines have their problems too. But at least they respond and seem to listen to their customers.
Thanks for mentioning about this post on facebook too!
Social comments and analytics for this post…
This post was mentioned on Twitter by tigernoways: we are mentioned in an article! http://www.travelagencyworld.com.sg/tiger-airways-bans-facebook-fans/...
Great job with the article and highlighting such practices. I am appalled, no doubt about it. They just don’t get it, do they?
I am one to believe that negative comments are best addressed directly and transparently. In fact, this is a powerful marketing tool! Makes your customers wonders “hey, these guys ARE listening”. Despite service failures, which we can mostly understand as being only human, a hiccup or two will not erode the level of brand trust. But to dismiss consumers’ voice and opinion (deleting!!) is just outright irresponsible. I can safely say I will not be riding on a Tiger Airways any time soon.
I had previously written about a similar issue with a local restaurant: Fika Cafe. Deleted my comments (I was trying to be helpful) on their Facebook as well: http://agroovyweb.com/2009/09/02/fika-cafe-on-facebook-understanding-openness-in-the-social-economy/
Gosh, I am really disappointed with Tiger Airways’ behaviour.
They’ll be deleting overtime after all the negitive comments on their site after their “Free Seats” for facebook fans promotion.
For the “fans” knowledge i posted links to this article and the one about how it wasnt “exclusive” at all.
totally agreed with your thoughts man!
I also encounter a very bad lousy experience with Tigerairway too!
The flights attendance is sucks! Can simply handle customers requirements!
I would not chose them for my second trip!
Its their facebook page for their fans. If someone is not a fan why did they like the page. Its a ‘like’ button not a ‘hate’ button!. If someone posted that you sucked on your wall would you leave the comment there? If you walked into someones store and posted up a sign that says this store sucks would you not expect them to remove it? Posting negativity on a brands facebook page is the digital equivalent. Its their brand page its not a news source and they have every right to censor defamatory comments
to Andrea: that would be a fair enough comment IF you were able to reach Tiger in any other manner to voice your complaints. They make it so that people with issues are completely UNABLE to contact them for any reason: phone numbers ring out, emails go unanswered, even their fax line is unreachable. Of course people are using the one and only platform that is available to them to voice their dissatisfaction.
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