TIGER Airways has defended its handling of a flight cancellation that saw some passengers stranded in Hobart for three days.
Police were called over to the Tiger desk on Friday night to protect airline staff from angry passengers as the cancellation was announced.
Tiger Airways consumer communications manager Vanessa Regan said the Hobart to Melbourne flight was cancelled when a cabin crew member suddenly fell ill and required emergency medical treatment.
“Unfortunately we do not have a crew base in Hobart and so no replacement was available (and) we need a certain amount of cabin crew to fly each flight by law.”
“Tiger Airways apologises to affected passengers but this situation was outside our control.”
Ms Regan said the 140 passengers booked on the flight were offered a range of options “over and above our terms and conditions that passengers agree to at time of booking”.
These options included refunds and credits, accommodation in Hobart for non-residents and transfers to other flights.
“Some passengers opted to fly on Saturday, some on Sunday and there is a flight tonight at 9:15pm departing Hobart with spare seats,” Ms Regan said.
“Cancellations and delays occur with all airlines. (Tiger) works hard to keep them to a minimum and actually has the lowest cancellation rate of all major domestic airlines since we started operations in November 2007.
“Tiger Airways apologises to any inconvenienced passengers and remains focused on minimising the disruption and will progress affected passengers' alternate travel arrangements as soon as possible.”
Passenger Mike Walters claimed he and his wife were effectively abandoned after the cancellation of Flight TT567.
“We were isolated in a hotel at Cambridge airport some 17 kilometres from Hobart without any local shops or supplies,” Mr Walters said.
Mr Walters said he forked out for a flight back to Melbourne yesterday on Virgin Blue because he could not wait until today, particularly as he had run out of medication.
“To add to our irritation we had to pay for alternative accommodation, transport, interstate telephone calls to family and the Tiger call centre and meals out of our own pocket with the promise of an unspecified refund in two months' time,” Mr Walters said.
“We know of other passengers on our flight who missed interstate connections to family weddings, including one best man.
“We were also unable to meet our soon to be daughter in law from Singapore, as we had planned to meet her flight at Tullamarine that same evening to welcome her and drive her home.”
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