Information regarding the Coronavirus disease (COVID-19)

Tigerair Taiwan’s Precaution of against the COVID-19

Tigerair Taiwan is taking the precaution of preventing the COVID-19. Starting from 28 January 2020, Tigerair Taiwan adjust the inflight service and objects on to/from Macau routes in order to reduce the times of direct close contact with passengers as well as bring down the infection through repeatable inflight objects. Our precaution is including, aircraft coming back from Macau will change seats’ head-cover, inflight magazine is not providing, and no inflight duty free service. There is only safety card and clean bag in seats pocket. Furthermore, all cabin of aircraft, which is coming back from Macau, is conducting disinfection, the range is including tray table, armrest, and overhead compartment, in order to minimize infection risks as well as remain staff and passengers health.

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Tigerair Taiwan self-improves the level of protection to ensure the safety of passengers and employees on board

Issued date: 29 March 2020

In line with the Central Epidemic Control Center ’s (CECC) press conference on yesterday, 28 March, it was stated that the airlines must adjust their epidemic prevention especially for crew members in order to enhance their prevention. Tigerair Taiwan will follow up the relevant operating instructions and further improve the level of self-protection to ensure the safety of passengers and employees is described below.

Cabin epidemic prevention
Tigerair Taiwan takes epidemic prevention and reducing the risk of infection as the highest guiding principles, and has now completely stopped the provision of in-flight magazines, sales of duty-free goods, in-flight catering and other services. In addition, starting from 1 April, in accordance with the requirements of the CECC, all crew members will not only wear facemask and waterproof gloves but also be equipped with safety goggles and disposable isolation gown to ensure the safety of passengers on board.

Onboard toilet diversion
Tigerair Taiwan has been deployed in advance since 25 March to implement on-board toilet shunting. The onboard shunt is used to control the movement of crew members and passengers to reduce the possibility of cross infection.

Crew prevention work
Before each duty, the captain will confirm all crew members have no discomfort and the forehead temperature must be below 37.5 ° C. Each flight operates as turnaround trip without overnight stay and crew members won’t leave the aircraft as well as cooperate with the CECC’s instruction. The aircraft is equipped with alcohol disinfectant for disinfection. In addition, the shifts of the crew members are arranged more than 5 days for self-health management.

Aircraft disinfection
All Tigerair Taiwan aircraft applies a professional aviation disinfectant (Calla 1452 or Ardrox 1820) to fully disinfect the cabin after each flight. Apart from the normal disinfection procedures, the tray table, armrest, overhead compartment, and toilet are focus clean targets in order to minimize infection risks.

Airport counter epidemic prevention
All front-line ground staff have been wearing facemarks and waterproof gloves as well as be equipped with an exclusive epidemic prevention package, which includes a bottle of alcohol, facemask, waterproof gloves, and safety goggles some sort of simple protective equipments. These stuff can be supplemented at any time. Tigerair Taiwan will also complete the setting of clear acrylic partition at checkin counter in order to reduce close contact and droplet transmission for decreasing the risk of infection.

Anti-epidemic measures that passengers shall cooperate with while flying with Tigerair Taiwan:
1.If you have a fever, upper respiratory tract symptoms, or suspected symptoms, please do not take the flight.
2.Starting from check-in counter until the whole journey is completed, all passengers need to wear facemask.
3.All passengers need to measure forehead temperature, if it is over 37.5°C or who is not able to cooperate in this policy, Tigerair Taiwan has the right to cease the carry service.
4.Tigerair Taiwan will offer 75% alcohol for passengers’ headwashing. Also, each passenger will receive a piece of alcohol whip for inflight disinfection.
5.Passengers can also bring some gloves, hand-washing sanitizer (less than 100ml), alcohol wipes, etc. to protect personal heath.
6.After boarding, please do not change seats by yourself.
7.During the flight, if you have any symptoms of illness, please inform the cabin crew and cooperate with the following seat arrangement as well as the related epidemic prevention.

Tigerair Taiwan is committed to ensuring the safety of each passenger and the health of all front-line staff. We continuously adjust our services in response to the CECC’s latest policy. Thereby, we improve our epidemic prevention at any time, your understanding and cooperation are invited.


Travel notice to Level 3: Warning is covering all countries, Tigerair Taiwan applied serious prevention before boarding

Issued at : 2020/3/21

The World Health Organization has announced the COVID-19 is a global pandemic. While more and more cases have been confirmed, the Central Epidemic Command Centre (CECC) has announced the whole world to a Level 3: WARNING travel notice and shall avoid any nonessential travel. To those who is travel back will be subject to a 14-day home quarantine upon arrival in Taiwan.

In order to prevent the spread of COVID-19, Tigerair Taiwan is conducting the following new policies,

  1. Starting from check-in counter until the whole journey is completed, all passengers need to wear facemask.
  2. All passengers need to measure forehead temperature, if it is over 37.5°C or who is not able to cooperate in this policy, Tigerair Taiwan has the right to cease the carry service.
  3. Tigerair Taiwan will offer 75% alcohol for passengers’ headwashing. Also, each passenger will receive a piece of alcohol whip for inflight disinfection.

All Tigerair Taiwan A320 aircraft have cabin air filtration systems equipped with extremely efficient High-efficiency particulate air (HEPA) filters. According to International Air Transport Association (IATA), HEPA have similar performance to those used to keep the air clean in hospital operating rooms and industrial clean rooms. The filter is in excess of 99.99% efficiency which trap dust particles, bacteria, fungi and viruses. According to Airbus, all of the air in Airbus cabins is, on average, completely changed every 3 minutes or a total change of air 20–30 times per hour. This is a much higher rate of flow than people experience in other indoor environments. Apart from above, all aircraft is conducting disinfection which including tray table, armrest, and overhead compartment in order to minimize infection risks. Meanwhile, no inflight magazine, inflight service, and duty free is temporary stop providing to reduce the times of direct contact.

Tigerair Taiwan, however, is appealing to all passengers, if any symptoms is developing, PLEASE DO NOT TRAVEL. Tigerair Taiwan has published relating ticket handling guideline, please visit the webpage for more information: https://web.tigerairtw.com/en/20200205-1/ .


Tigerair Taiwan will temporarily not accept transit passengers from 00:00 24 March 2020 (GMT+8)

Issued at : 2020/3/22

Updated at: 2020/4/1

To strengthen the front line of national defence for against the COVID-19 and comply with the Central Epidemic Command Centre (CECC) prevention policy, Tigerair Taiwan will not accept any passengers transit at Taiwan from 00:00 24 March 2020 (GMT+8) to 30 April 2020, including transit through below methods,

  • To transit through Tigerair Taiwan’s flights (flight number begins with IT) at Taiwan any station.
  • Through Dohop’s platform to combine Tigerair Taiwan and Jetstar Group’s ticket to transit at Taiwan.

Passengers who transit as above at Taiwan by Tigerair Taiwan’s flights, Tigerair Taiwan will not be able to offer carrying service according to CECC’s command please understand. Passengers who travel through Tigerair Taiwan’s flight to Taiwan, and then travel by other airlines to next destination shall follow the updated policy and conduct a 14-day home quarantine upon arrival in Taiwan.

Tigerair Taiwan would like to remind all passengers, if any symptoms is developing, please do not travel in order to protect crew members, other passengers as well as our national front-line defence.

Flight status

The flights status might be changed anytime, it is strongly recommended that all passengers should check the most updated flight schedule through the webpage Flight status in any time.

For the spread of COVID-19 issue

Issued at: 22 January 2020

Updated at: 25 January, 26 January, 6 February 2020

Handling Guideline for travelers to/from Macau due to the spread of COVID-19

Eligibility:

Passengers who purchased Tigerair Taiwan’s valid tickets to/from Macau on/before 24 January 2020 (flight number starts with IT) and travel period is before 31 March 2020 as well as departure from Taiwan.

Deadline:

Until 21:00 10 February 2020.

Refund

Passengers could apply directly online (hhttps://www.surveycake.com/s/0Qw79) for 24 hours prior its original departure, no need to contact Tigerair Taiwan’s call centre. Please note that it will take 4 weeks’ working days, afterwards, the amount will go to credit card company, please follow up the updated status with her/his credit card company.

Remark:

  • If her/his booking was made through travel agency or other platform but not Tigerair Taiwan’s official website, please contact her/his original channel for further assistance.
  • Passengers holding OAL tickets shall comply with OAL’s ticket rule.
For the Cancellation of Macau flights

Issued at: 31 January 2020

Handling Guideline for the cancellation of Macau flights due to the spread of COVID-19

Due to the spread of COVID-19, Tigerair Taiwan’s flights to/from Macau have been cancelled partially. Passengers who are affected could select one of the alternative options as below. If passengers have any further plan or inquiries, please contact Tigerair Taiwan’s call centre +8862-7753-1088 from 1 February 2020.

Flights are cancelled as the table below, from 4 February 2020 to 26 February 2020:

Route Flight Number Date
TPE-MFM IT-301/IT-302 2/4-2/26
IT-307/IT-308 2/4,5,7,8,10,11,12,14,15,17,18,19,21,22,24,25,26
IT-309/IT-310 2/6,9,13,16,20,23
RMQ-MFM IT-375/IT-376 2/6,13,20
KHH-MFM IT-321/IT-322 2/6,13,20

Option 1: Rebooking

Passengers are able to rebook her/his flight to other dates, however, the new booking needs to be within 7 days prior to its original departure and/or no late than 7 days after its scheduled departure. As long as there are available seat for the selected, date changes can be done without additional service charge and airfare difference won’t be applied once.

Please note that all changes need to be done before his/her initial departure for at least 6 hours, if s/he would like to select option 1, please contact Tigerair Taiwan’s call centre. If her/his booking was made through travel agency or other platform but not Tigerair Taiwan’s official website, please contact her/his original channel for further assistance.

Option 2: Refund

Passengers are able to opt for the refunded sum to be secured in the credit account of Tigerair Taiwan (credited into original reservation code: PNR). The total amount is able to be reused to purchase other air ticket within 6 months. Passengers are also able to choose refund full amount to her/his credit card account, which s/he used to complete the booking. For option 2, passengers could apply directly online (https://www.surveycake.com/s/3QYRR) by her/his own before 18:00 (GMT+8) of 3 February 2020, no need to contact Tigerair Taiwan’s call centre.

Tigerair Taiwan sincerely apologizes for the inconvenience caused by the above flight changes.


For P.R.C. passport holders

Issued at: 31 January 2020

Updated at: 4 February 2020

For the spread of COVID-19, Tigerair Taiwan’s handling guideline for P.R.C. passport holders

Eligibility:

Passengers with P.R.C. passports who are holding Tigerair Taiwan valid tickets, apart from Macau route, including issued on/before 27 January 2020 with confirmed booking and travel period are between 27 January 2020 and 29 February 2020, however are not entitled to entre/transfer based on each country’s policy on COVID-19 issue.

Option 1: Rebooking

Passengers are able to rebook to other dates, however, the new booking needs to be within 6 months from its original departure. As long as there are available seat for the selected flight and before their initial departure date, changes can be done without additional service charge and airfare difference won’t be applied once.

Please note that all changes need to be done before his/her initial departure for at least 24 hours, if s/he would like to select option 1, please contact Tigerair Taiwan’s call centre +8862-7753-1088 from 1 February 2020.

Option 2: Refund

Passengers are able to choose refund full amount to her/his credit card account, which s/he used to complete the booking, 24 hours prior to its initial departure. However, a copy of P.R.C. passport which used to make the booking shall be attached and offered to each application. The application steps are as below,

Step 1: please fill in the online application form, https://www.surveycake.com/s/yBRYp

Step 2: please attached a copy of P.R.C. passport(s) which used to make the booking for verify the refund and send to jk_service@fareastone.com.tw with subject of “2019-nCov refund application, booking reference: ________”.

Deadline:

Until 28 February 2020.

Remark:

  • If her/his booking was made through travel agency or other platform but not Tigerair Taiwan’s official website, please contact her/his original channel for further assistance.
  • Passengers holding OAL tickets shall comply with OAL’s ticket rule.
For Taiwan’s summer vacation adjustment policy_updated

Issued at: 4 February 2020

Updated at: 7 February 2020

Handling Guideline for Taiwan’s summer vacation adjustment policy [updated]

Eligibility:

Passengers who purchased Tigerair Taiwan’s valid tickets on/before 3 February 2020 with confirmed booking on Tigerair Taiwan’s flight tickets (flight number starts with IT) and initial departure date, the first sector of the original itinerary, is between 30 June 2020 and 15 July 2020 as well as departs from Taiwan.

Option 1: Rebooking

  • Passengers are able to rebook her/his flight to other dates, however, the new booking needs to be on/before 24 October 2020. As long as there are available seat(s) for the selected, date changes can be done without additional service charge and airfare difference won’t be applied once.
  • For option 1, please contact Tigerair Taiwan’s call centre(+8862-7753-1088) or apply directly online (https://www.surveycake.com/s/gq7w2) by her/his own.

Option 2: Refund

  • Passengers are also able to choose refund full amount to her/his credit card account, which s/he used to complete the booking.
  • For option 2, passengers could apply directly online https://www.surveycake.com/s/vRDY8 by her/his own. Please note that option 2 needs around 4 weeks’ working days, afterwards, the amount will go to credit card company, please follow up the updated status with her/his credit card company.

Remark:

  • If you would like to refund, please apply online and no need to contact our call centre. Please make sure to fill in [email address], as long as you received the receipt which means you’ve submitted your application successfully.
  • If her/his booking was made through travel agency or other platform but not Tigerair Taiwan’s official website, please contact her/his original channel for further assistance.
  • Passengers holding OAL tickets shall comply with OAL’s ticket rule.
Macau’s flights cancellation for the spread of COVID-19

Issued at: 6 February 2020

Macau’s flights cancellation for the spread of COVID-19

Due to the widespread of COVID-19, Macau is to be an Amber Outbound Travel Alert (OTA) and as Level 2 Area from now. Thus, Taiwan residents with history of travel to Macau need to be under home quarantine for 14 days, and foreigners with history of travel to Macau are prohibited from entering Taiwan from 6 February 2020. For cooperating with the Government’s policies, Tigerair Taiwan’s flights to/from Macau are cancelled as below:

  • 27 February 2020 to 31 March 2020 Taoyuan-Macau are cancelled.
  • 7 February 2020 to 31 March 2020 Taichung-Macau and Kaohsiung-Macau are cancelled.

Passengers who purchased ticket are eligible for the flights list above, Tigerair Taiwan will refund directly to the same credit card’s account which be used when purchased without application or making a call to call centre. Please note that it will take 4 weeks’ working days, afterwards, the amount will go to credit card company, please follow up the updated status with her/his credit card company.

Remark:

  • Passengers holding OAL tickets shall comply with OAL’s ticket rule.
  • If her/his booking was made through travel agency or other platform but not Tigerair Taiwan’s official website, please contact her/his original channel for further assistance.
Philippines and Macau’s flights cancellation for the spread of COVID-19 issue

Issued at: 11 February 2020

Philippines and Macau’s flights cancellation for the spread of COVID-19 issue

Due to the department of transportation and communications of the Philippines implemented the travel ban on yesterday’s midnight, 10 February, Tigerair Taiwan’s flights to/from the Philippines are adjusted as below:

  • For the purpose of carry passengers back, from 11 February 2020 to 14 February 2020, the flights from Kalibo (Boracay), Puerto Princesa (Palawan) and Cebu to Taoyuan are operated as usual, however, flights from Taoyuan to the Philippines are cancelled.
  • From 15 February 2020 to 31 March 2020, all flight to/from the Philippines are cancelled.

Also, due to the widespread of COVID-19 as well as the entry limitation from Macau, Tigerair Taiwan’s flights to/from Macau are adjusted as below,

  • From 12 February 2020 and 26 February 2020, Taoyuan-Macau are all cancelled.

Passengers who purchased ticket are eligible for the flights list above, Tigerair Taiwan will refund directly to the original account which applied for made the booking. Please note that it will take 4 weeks’ working days, afterwards, the amount will go to credit card company, please follow up the updated status with her/his credit card company.

Remark:

  • Passengers holding OAL tickets shall comply with OAL’s ticket rule.
  • If her/his booking was made through travel agency or other platform but not Tigerair Taiwan’s official website, please contact her/his original channel for further assistance.
Macau’s flights cancellation for the spread of COVID-19_updated

Issued at: 19 February 2020

Macau’s flights cancellation for the spread of COVID-19 [updated]

Due to the widespread of COVID-19, Macau is to be an Orange Outbound Travel Alert (OTA) which means “avoid to travel”. In compliance with Government’s directives, Tigerair Taiwan’s flights to/from Macau are cancelled as below:

  • 1 April 2020 to 30 April 2020 Taoyuan-Macau, Taichung-Macau and Kaohsiung-Macau are cancelled.

Passengers who purchased ticket are eligible for the flights list above, Tigerair Taiwan will refund directly to the original account as purchased. Please note that it will take 4 weeks’ working days, afterwards, the amount will go to credit card company, please follow up the updated status with her/his credit card company.

Remark:

  • Passengers holding OAL tickets shall comply with OAL’s ticket rule.
  • If her/his booking was made through travel agency or other platform but not Tigerair Taiwan’s official website, please contact her/his original channel for further assistance.
Announcing of flight Cancellation to/from Korea

Issued at: 24 February 2020

Announcing of flight Cancellation to/from Korea

Due to the widespread of COVID-19, Korea is listed on the Third Outbound Travel Alert (OTA): WARNING which means “avoid to travel”. In compliance with Government’s directives as well as for the purpose of carry passengers back, Tigerair Taiwan’s flights to/from Korea route are changed as below:

  • 25 February 2020, Daegu-Taoyuan and Jeju Island-Taoyuan are operated as usual, however, flights from Taoyuan to Daegu, Jeju Island, and Seoul (Incheon) are cancelled.
  • 26 February 2020, Busan-Taoyuan and Seoul (Incheon)-Taoyuan are operated as usual, however, flights to/from Jeju Island and Taoyuan-Busan are cancelled.
  • From 27 February 2020 to 31 March 2020, all flights to/from Korea are cancelled.

Passengers who are affected as above, Tigerair Taiwan offers two options as below:

Application deadline: until 21:00(GMT+8) of 1 March 2020.

Option 1: Rebooking

Passengers are able to rebook to other dates, however, the new booking needs to be between 1 April 2020 and 14 July 2020 with embargo period from 1 April 2020 to 10 April 2020 and from 23 June 2020 to 30 June 2020. As long as there are available seat for the selected flight, changes can be done without additional service charge and airfare difference won’t be applied once. Please apply through https://www.surveycake.com/s/bARVr and no need to contact call centre.

Option 2: Refund

Full refund for unused tickets. For option 2, passengers could apply directly online through https://www.surveycake.com/s/lnR43, no need to contact Tigerair Taiwan’s call centre. Please note that it will take 4 weeks’ working days, afterwards, the amount will go to credit card company, please follow up the updated status with her/his credit card company.

Remark:

  • Passengers holding OAL tickets shall comply with OAL’s ticket rule.
  • If her/his booking was made through travel agency or other platform but not Tigerair Taiwan’s official website, please contact her/his original channel for further assistance.

Announcing of flight Cancellation to/from Japan and Thailand routes

Issued at: 17 March 2020

Due to the widespread of COVID-19, CDC has listed many Asian countries to 3rd level: WARNING (avoid to travel). Tigerair Taiwan’s flights to/from Japan and Thailand will be adjusted as below,

Tokyo (Narita)/Osaka (Kansai) routes

•From 18 March 2020 to 30 April 2020, Tokyo (Narita) and Osaka (Kansai) routes are cancelled, apart from the flights which are listed as below.

•In order to offer carry service for foreign passengers, some flights are still operating:

Sector Flight number DOW Period
TPE-NRT IT-200 THU, SUN 2020/3/18-2020/4/30
NRT-TPE IT-201
TPE-KIX IT-210 WED , SAT 2020/3/18-2020/4/30(4/15&4/25 is cancelled)
KIX-TPE IT-211

Eligibility:Passengers who purchased Tigerair Taiwan’s valid tickets to/from Tokyo (Narita) and Osaka (Kansai) between 18 March 2020 and 30 April 2020.

Deadline:Until 21:00 (GTM+8) 24 March 2020.

Option 1: Rebooking

•Passengers are able to rebook to other dates, however, the new booking needs to be between 18 March 2020 and 14 July 2020 with embargo period is from 23 June 2020 to 30 June 2020. As long as there are available seat for the selected flight, changes can be done without additional service charge and airfare difference won’t be applied once. Please apply through https://www.surveycake.com/s/zXXVLand no need to contact call centre.

Option 2: Refund

Full refund for unused tickets. For option 2, passengers could apply directly online throughhttps://www.surveycake.com/s/PxDda, no need to contact Tigerair Taiwan’s call centre. Please note that it will take 4 weeks’ working days, afterwards, the amount will go to credit card company, please follow up the updated status with her/his credit card company.

Fukuoka/Okinawa (Naha) routes

•For the purpose of carry passengers back, Taoyun-Fukuoka route (IT-240/IT-241) and Taoyuan-Okinawa (Naha) (IT-232/IT-233) are still operating on 18 March 2020.

•From 19 March 2020 to 30 April 2020, Fukuoka and Okinawa (Naha) routes are cancelled

Passengers who held the valid tickets to/from Fukuoka and Okinawa (Naha) between 19 March 2020 and 30 April 2020, Tigerair Taiwan will refund directly to the original account as purchased. Please note that it will take 4 weeks’ working days, afterwards, the amount will go to credit card company, please follow up the updated status with her/his credit card company.

Passengers who held the valid tickets to/from Fukuoka and Okinawa (Naha) on 18 March 2020, and would like to change her/his itinerary, who could apply directly online through https://www.surveycake.com/s/PxDda, no need to contact Tigerair Taiwan’s call centre. Please note that this application needs to be submitted at least 4 hours prior to its original departure time.

Other Japan’s routes and Thailand routes

•From 18 March 2020 to 30 April 2020, other Japan routes and Thailand routes are cancelled.

The affected passengers as above, Tigerair Taiwan will refund directly to the original account as purchased. Please note that it will take 4 weeks’ working days, afterwards, the amount will go to credit card company, please follow up the updated status with her/his credit card company.

Remark:

•Passengers holding OAL tickets shall comply with OAL’s ticket rule.

Handling guideline for entry restriction due to JCAB’s updated announcement

Issued at: 1 April 2020
Updated at: 8 April 2020

Due to the widespread of COVID-19, JCAB (Japan Civil Aviation Bureau) about the entry restrictions has issued. Starting from 00:00 of 3 April 2020 (Japan Time), Japan is going to ban foreign passengers’ entry permission. If s/he is banned to entry Japan and held Tigerair Taiwan’s flight tickets as below period from Taoyuan to Tokyo (Narita) or Osaka (Kansai).

Eligibility:

Sector Flight number DOW Affected period
TPE-NRT IT-200 THU, SUN 2020/4/11-2020/4/30
NRT-TPE IT-201
TPE-KIX IT-210 WED , SAT 2020/4/11-2020/4/30
KIX-TPE IT-211

•If her/his flight is listed as above table and submitted her/his application about refund or flight changed to after 1 May 2020 according to the ticket handling guideline of “Announcing of flight Cancellation to/from Japan and Thailand routes” which published on 17 March 2020, her/his application is processing, please wait with patient and no need to duplicate her/his application by this method.

Deadline:

Until 21:00 (GMT+8, Taipei Time) 15 April 2020.

Option 1: Rebooking

Passengers are able to rebook to other dates, however, the new booking needs to be between 1 May 2020 and 14 July 2020 with embargo period from 23 June 2020 to 30 June 2020. As long as there are available seat for the selected flight, changes can be done without additional service charge and airfare difference won’t be applied once. Please apply through https://www.surveycake.com/s/1PvOK and no need to contact call centre.

Option 2: Refund

Full refund for unused tickets. For option 2, passengers could apply directly online through https://www.surveycake.com/s/DlNPR, no need to contact Tigerair Taiwan’s call centre. Please note as we received loads applications, please wait with patient. Afterwards, the amount will go to credit card company, please follow up the updated status with her/his credit card company.

Eligibility:

Sector Flight number DOW Affected period
TPE-NRT IT-200 THU, SUN 2020/4/3-2020/4/10
NRT-TPE IT-201
TPE-KIX IT-210 WED , SAT 2020/4/3-2020/4/10
KIX-TPE IT-211

•If her/his flight is listed as above table and submitted her/his application about refund or flight changed to after 1 May 2020 according to the ticket handling guideline of “Announcing of flight Cancellation to/from Japan and Thailand routes” which published on 17 March 2020, her/his application is processing, please wait with patient and no need to duplicate her/his application by this method.

Deadline:

Until 21:00 (GMT+8, Taipei Time) 8 April 2020.

Option 1: Rebooking

Passengers are able to rebook to other dates, however, the new booking needs to be between 1 May 2020 and 14 July 2020 with embargo period from 23 June 2020 to 30 June 2020. As long as there are available seat for the selected flight, changes can be done without additional service charge and airfare difference won’t be applied once. Please apply through https://www.surveycake.com/s/Q8RYR and no need to contact call centre.

Option 2: Refund

Full refund for unused tickets. For option 2, passengers could apply directly online through https://www.surveycake.com/s/WAZVB, no need to contact Tigerair Taiwan’s call centre. Please note as we received loads applications, please wait with patient. Afterwards, the amount will go to credit card company, please follow up the updated status with her/his credit card company.

Remark:

Regarding the entry restriction, please refer to the official announcement for more information: http://www.moj.go.jp/EN/nyuukokukanri/kouhou/m_nyuukokukanri01_00003.html
•Passengers holding OAL tickets shall comply with OAL’s ticket rule.
•If her/his booking was made through travel agency or other platform but not Tigerair Taiwan’s official website, please contact her/his original channel for further assistance.


1. Whether my flight will be cancelled or delayed?

A: Please keep checking our website for the updated list of our cancelled or delayed flight status. While the COVID-19 is still spreading and Philippines implemented the temporary travel ban on Taiwan, some to/from Macau and Philippines flights are cancelled.Please refer here for more information: 【Information regarding the COVID-19】

2. If I am planning to cancel my booking, however, as I am not able to get through due to continuous line busy, is there any other way to make contact with your customer service centre?

A: If you would like to rebook your tickets, please refer to each handling guideline and need to contact Tigerair Taiwan’s call centre +8862-7753-1088. Due to high volume of incoming phones, all staff are fully support, however, we are still not able to answer each call phone call immediately. We would like to express our appreciation for your patience.

If you would like to refund, please apply online and no need to contact our call centre. Please make sure to fill in [email address], as long as you received the receipt which means you’ve submitted your application successfully. Please be noted, refund needs around 4 weeks working days, and then the amount will go to your credit card company, please contact your credit card company for further details.

If your original booking was made through travel agency or other platform but not Tigerair Taiwan’s official website, please contact your original channel for further assistance.

3. I have already submitted my refund form, how do I know it be submitted successfully?

A: If you would like to refund, please apply online and no need to contact our call centre. Please make sure to fill in [email address], as long as you received the receipt which means you’ve submitted your application successfully. Please be noted, refund needs around 4 weeks working days, and then the amount will go to your credit card company, please contact your credit card company for further details.

4. Where can I apply for my flight cancellation /flight delay certificate?

A: Flight Cancellation can be collected through Tigerair Taiwan’s counter at the site, or you could contact our call centre for a softcopy.

Flight delay certification can be collected while your flight is landed at your destination, please look for Tigerair Taiwan’s ground staff at baggage claim zone.

5. The accommodation and transportation expenses incurred by the change of the itinerary (including the purchase of the other airlines’ ticket to complete my journey), should it be compensated by Tigerair Taiwan?

A: As “the spread of COVID-19” is a matter beyond the control of the airline, it is not within the scope of our responsibility.

6. Is there any compensation for my Tigerair Taiwan’s flight cancellation?

A: As “the spread of COVID-19” is a matter beyond the control of the airline, it is not within the scope of our responsibility.

7. I am worrying about the spread of Novel Coronavirus, can I rebook or refund my tickets?

Passengers holding tickets which are eligible for Tigerair Taiwan’s flights adjustment for the spread of COVID-19, can follow up the new regulations as we published to apply rebook or refund tickets. For the others, please follow up Tigerair Taiwan’s original regulations, please refer here for more information:【FAQ】

8. I purchased my ticket by cash at convenience store, how can I get my money back?

A: If you would like to refund, please apply online and no need to contact our call centre. Our call centre will contact you once the refund form is accepted. Due to high volume of incoming phones, we would like to express our appreciation for your patience.

9. Can I bring any alcohol hand sanitizer products on the planes? It should be as a carry-on baggage or check in baggage?

A: Any alcohol hand sanitizer product under the ICAO and IATA’s regulations is allowed to bring on the planes.

For carry-on baggage, any container holding liquid, aerosol or gel products carried on a passenger must not exceed 1 liter in capacity.

For check-in baggage, any container holding liquid must be under 2 liters.

10. Travel Restrictions

A: For the purpose to control the spread of the COVID-19, many countries have announced restrictions of entry. For your own benefit, please inform our ground staff proactively and honestly and check with local regulations of destination before departure.

Please refer links below for more information:

Taiwan Centers for Disease Control (CDC)

https://www.cdc.gov.tw/En/Bulletin/List/7tUXjTBf6paRvrhEl-mrPg

Ministry of the Interior National Immigration Agency ROC. (Taiwan)

https://www.immigration.gov.tw/5385/7229/7238/

Ministry of Foreign Affairs, ROC. (Taiwan) EMBASSIES & MISSIONS

https://www.mofa.gov.tw/en/Content_List.aspx?n=D7B7F1B4196DD582