Dear Passenger,


We apologize that the following flight has been re-scheduled.
Flight TG660 on 22 September 2017 from Bangkok to Tokyo (Haneda airport).
New departing Bangkok at 14:45 hrs. on 22 September
and arriving Tokyo (Haneda airport) at 22:55 hrs. on 22 September.
For additional information or queries please contact our
local office or THAI Contact Center at +66(0)2-356-1111.

We apologize again for any inconvenience.

Best Regards,
THAI Airways Intl

Menu

FAQs


On Ground FAQs

Question

When should I check in at Suvarnabhumi Airport?

Answer

International flights: Check-in counters open daily between 04:30 am – 01:00 am on the following day and each flight will be closed 40 minutes before the scheduled departure time. All gates close 10 minutes before the scheduled departure time.

 

Domestic flights: Check-in counters open daily between 04:30 am – 22:30 am and each flight will be closed 30 minutes before the scheduled departure time. All gates close 10 minutes before the scheduled departure time.

 

Please be aware that during morning and afternoon rush hours, it can often take two hours to reach the airport from a riverside hotel. Plan accordingly.

Question

Where are the THAI check-in counters for Domestic flights?

Answer

Please use entrance #2 to access THAI check-in counters for Domestic flights at row C.

 

Question

What documents do I need to present at check-in?

Answer

International flights:  Your passport with visa (if required at the destination) and your ticket are required.

 

Domestic flights:  Only your ticket and I.D. card (Identification card) or passport (for foreigner) are required. In case of child with no I.D. card, please provide student I.D card or copy of house registration or birth certification.

 

Please present your Royal Orchid Plus card upon check-in, if you want credit for frequent flyer miles.

Question

Which items are prohibited in checked and carry-on luggage?

Answer

International law prohibits the placing of magnetized, inflammable, corrosive, radioactive, oxidizing, or explosive articles; pressurized gasses, toxic substances, oxygen cylinders, paint, mercury, munitions, and fireworks in checked or unchecked (carry-on) luggage.

 

In many countries, strong-smelling materials, lighter fuel and refills, fresh food or fruit, infected live animals, or weapons must not be taken aboard the aircraft. Such items are subject to confiscation and the owner may be subject to a fine, depending on the country. If you are not certain if an item you are carrying is prohibited, please ask a THAI agent before you arrive at check-in.

 

Powerbank does not allowed to be in checked luggage. Each passenger is allowed to take maximum of 2 powerbanks (between 20,000 – 32,000 mAh or 100 – 160 Wh) in carry-on luggage only.

 

Self-balancing personal transportation devices, small vehicle or other similar devices powered by lithium batteries such as Segway or Smart Luggage does not allowed to be in checked and carry-on luggage.

Question

What do THAI's lounges offer?

Answer

THAI Royal First Class, Royal Silk Class passengers, Star Alliance First Class & Business Class passengers and Star Alliance Gold passengers flying on any Star Alliance flights are entitled to use THAI lounges at Suvarnabhumi Airport where they can relax or work while waiting for their flights to depart.


There are seven locations for THAI Departure Lounges. All international lounges are on the 3rd floor while domestic lounge is on the 2nd floor.


Royal First Lounge at concourse D has been allocated for First Class passengers with the capacity to accommodate 80 passengers at one time. Facilities include A-la-Carte dining room, private corners, slumber rooms, Wi-Fi internet and shower suites.


Four Royal Silk Lounges are located on 3rd floor of concourses D, C and E. In addition, the Royal Orchid Lounge at concourse E, with separate areas for First Class and Business Class passengers of THAI, Star Alliance carriers and Star Alliance Gold passengers departing on any of Star Alliance carriers or customer airlines. Facilities include buffet corner, snack and refreshment bar, Wi-Fi internet and shower facilities.


Domestic passengers may enjoy THAI Royal Silk Lounge located on 2nd floor, concourse A. Facilities include food corner, snack and non-alcoholic refreshment bar, Wi-Fi internet.


Our Royal Orchid Spa at concourse D, Level 3 which has neck-shoulder and foot massage primarily caters to Royal First and Royal Silk class passengers. Particular for Royal First class passenger, THAI provides with a full range of treatments, including our highlight three Spa Suites with Jacuzzi and tropical rainfall where passengers can relax in a tranquil atmosphere.


Remark:

•    Star Alliance Gold and Star Alliance Paid Membership cardholders are kindly requested to use Royal Silk Lounges and our Royal Orchid Lounge at Concourse C and E.
•    Star Alliance Gold and Star Alliance Paid Membership departing on Thai Smile flights are not eligible to access any of THAI’s lounges


Question

Which check-in counter should I use at Suvarnabhumi Airport?

Answer

All departing passengers should enter level 4 as check-in counters are located there.

 

International Flights

•    Royal First Class passengers should enter Entrance 1 for check-in at the Royal First check-in lounge. Royal First Class passengers shall be escorted by the staff from curbside through all services.
•    Royal Silk Class passengers and ROP Platinum cardholders should enter Entrance 1 for sit-down check-in service at Row A.
•    Royal Orchid Plus Gold / Star Alliance Gold card members should enter Entrance 2 for dedicated check-in service at Row B.
•    Group of more than 10 passengers should enter Entrance 2 for dedicated group check-in service at Row D.
•    Premium Economy / Economy Class passengers should enter Entrance 4 for common check-in at Row H and J.

Self-service check-in kiosk and Internet check-in for THAI international flights
•    Self-service check-in kiosks for international flights located at Row H and J
•    Internet/Bag Drop counters for self-service check-in kiosk passengers located at Row H and J


Domestic Flights
•    Royal Silk Class passengers should enter Entrance 2 for dedicated check-in service at Row B.
•    Royal Orchid Plus Gold / Star Alliance Gold card members should enter Entrance 2 for dedicated check-in service at Row B.
•    Economy Class passengers should enter Entrance 2 for common check-in at Row C
•    Group of more than 10 passengers should enter Entrance 2 for dedicated group check-in at Row C.

Self-service check-in kiosk and Internet check-in for THAI domestic flights
•    Self-service check-in kiosks for international flights located at Row D
•    Internet/Bag Drop counters for self-service check-in kiosk passengers located at Row C

Before You Fly FAQs

Question

Do I need to reconfirm my flight?

Answer

THAI no longer requires that you reconfirm your flight but please contact THAI to cancel your reservation if your travel plans change. Many airlines still require reconfirmation. If your journey includes a portion on another airline you may have to reconfirm onward journeys at least 72 hours before departure.

Question

What do the codes on my ticket mean?

Answer

The following information are as guideline.

ETK means Electronic Ticket Number.

Booking Reference means Reservation Code.

Fare Basis means Fare Type.

Flight means Airline and Flight.

CL and DATE means Class and Date.

DEP means Departure Time.

NVB means Ticket Validity.

NVB  means not valid before. 

NVA means not valid after.

ST means Reservation Status which are;

                        OK means  You are confirmed on this flight.

                        NS means No Seat. This refers to an infant not occupying a seat.

Question

Can I get special meals on a THAI flight?

Answer

Standard speicial meal can be requested on international flight not less than 48hrs before flight departure.

 


Question

Can I get special meal for child on THAI flight?

Answer

Child meal can be requested on international flight not less than 48hrs before flight departure.

 

Question

Can I get special meal for infant on THAI flight?

Answer

Infant meal can be requested on international flight not less than 48hrs before flight departure.

Question

What if my child must travel on his/her own?

Answer

A child,5-11 years of age,travelling alone is designated an Unaccompanied Minor and will be escorted by THAI personnel, looked after during a flight, and met on arrival, provided the parent has completed the necessary documents prior to the flight and copy of these documents is required to present at check-in counter. An unaccompanied minor handling fee will be charged for international flights.

 

Please contact the local THAI city office to make reservations and request a special assistance & handling form for unaccompanied minors. More details can be found in TRAVEL GUIDE in Unaccompanied Minors section.section.

 

NOTE: For passenger age between 12-17 traveling alone and needs this special assistance, please contact THAI office for reservation and ticket issuance.

Question

Are there onboard facilities for infants?

Answer

Please request them in advance. Infant passengers are entitled to a baby bassinet on international sectors with the condition their weight is not over 10 kg, height over 67 cm and age less than six months old. They can be attached to bulkhead anchors. Parents can use their own baby car seat provided it has been certified by the government of manufacturer's country and provided the infant is flying on a child's fare ticket. Diapers are not available onboard. However, there are diaper changing boards in the toilets (except economy class on aircraft type B737-400, business class on aircraft type B787-900, first class on aircraft type B747 and B380)

Question

How much luggage am I allowed to check?

Answer

The luggage allowance for Royal First Class is 50 kg (110 pounds); for Royal Silk Class: 40 kg (88 pounds); and for Premium Economy and Economy Class passengers: 30 kg (66 pounds).

            Royal Orchid Plus Gold Card Members are entitled to check an additional 20 kg (44 lbs.).

            Royal Orchid Plus Silver Card Members can check an additional 10 kg (22 lbs.) of luggage.

            Infants (not occupying a seat) are allowed 10 kg (22 lbs.) excluding one fully-collapsible child stroller, pushchair, or infant carrying basket.

Except Thai Smile flights allowed 30kgs for premium Economy and 20kgs for Economy classes

            For travel to/ from Canada and the U.S.A., the following regulations apply to pieces of checked baggage. The sum of the three dimensions (length+height+width) for each piece cannot exceed 158 cm (62 inches). The maximum weight per piece is 32 kg (70 lbs.) for Royal First and Royal Silk Class and 23 kg (50 lbs.) per piece for Economy Premium and Economy Class.

            A child(2-11 years) occupying a seat is entitled to the same free luggage as an adult passengers.

            An infant (not occupying seat) is entitled to one piece of checked luggage, the sum of whose three dimensions does not exceed 115 cm (45 inches) at maximum weight of 23 kg. Plus one fully-collapsible child stroller or pushchair or infant-carrying basket.

           

            Note: Frequent Flyer Gold Members are permitted to 1 extra piece in any class of services.

Question

Can I carry smart baggage?

Answer

Yes, passengers are required to carry this type of baggage with conditions. More details can be found in Baggage Policy.

Question

How many pieces of carry-on luggage am I allowed?

Answer

Each passenger may hand-carry one piece of luggage the sum of whose dimensions (length+ height + width) does not exceed 115 cm (56 + 46 + 25 cm) (44.85 inches, i.e. 21.5 x 18 x 9.75 inches) and which does not weigh more than 7 kg (15.4 lbs). Pieces exceeding these dimensions must be checked in at the Check-in counter prior to departure. A woman is allowed to carry a purse as well.

Question

What if I need special assistance?

Answer

THAI's Special Unit Officers are stationed at various points around the Departure Hall to aid passengers needing special assistance. Wheelchairs are available. THAI also provides escorts to the airplane for passengers in need of assistance such as, Unaccompanied Minors, young passengers, medical cases. More details can be found in TRAVEL INFORMATION

Question

Can I make advance seat assignment for the domestic sector ?

Answer

Advance seat assignments are not applicable on domestic flights in all class of services.

Question

Can I change the travel dates through website ?

Answer

You can change your domestic flight (TG operated flight only) and International flight (originating from Thailand) online up until 6 hours before departure. Before you proceed, just a friendly reminder
•    Online rebooking is eligible for Totally Unused Ticket which made payment  via thaiairways.com only
•    If you’re traveling with a companion, changes will apply to all passengers in this booking.
•    Change fee and additional fare (if any) are applicable per passenger For change flights/date, please click "Manage my booking" and select "Modify flights"

Question

How do I amend my ticket after booking has been confirmed?

Answer

Please kindly contact our THAI OFFICE in the city where your journey commences for ticket amendment.

Question

Can I apply for group rates?

Answer

Group booking rates are not applicable through website. They can be arranged at THAI city sales offices only.

Question

Can I upgrade my class on the flight after ticketed?

Answer

The ticket upgrade can be done upon the terms and conditions of the ticket fare type which you have selected during the booking process.

Question

Can I bring my pets or sport equipment?

Answer

Yes, please see the details in Baggage Policy Page. Pet in passenger cabin not accepted on TG flights.

Question

Can I make an online seat assignment?

Answer

Online seat assignment can be made on international sectors 48 hours prior to flight departure while booking or Manage My Booking. For booking less than 48 hours seat assignment can be done at check-in counter on the travelling date or within 24 hours you might do ICHECK-IN.

Question

How can I request a cash receipt?

Answer

Cash receipts can be requested at THAI offices within 30 days after ticket is issued

Question

How can I pay for my flight on thaiairways.com?

Answer

You can make payment with the following payment options:

Credit card: Visa card, MasterCard for worldwide journey

                      JCB for journey starting on some cities.

                      American Express for journey starting on some cities.

Debit card: Visa and MasterCard worldwide journey

Direct payment : China pay, Alipay for journey starting from China

Pay at THAI office: You must contact THAI office in the country where the journey commences within 72 hours after booking has been made otherwise system automatically cancel the booking.

PaypalA worldwide online payments system that supports online money transfers

Pay laterYour trip will be placed on hold but the reservation is not guaranteed until it has been paid and confirmed. Your reservation will be automatically cancelled if full payment is not made by the expiry date and time. You must retrieve the booking via Manage My Booking and make the payment with credit card within 24 hours.

 

The following payment options applying for journey with TG flight(s) within/departs Thailand and internet protocol (IP) has been registered in Thailand only.

ATM:  Siam Commercial Bank, Thai Military Bank, Krung Thai Bank, Kasikorn Bank, Bangkok Bank and Bank of Ayudhya

Counter Service: Pay at counter service booth countrywide

 

Note : The availability of the individual payment options varies depending on the country , date before departure, fare amount and currency .

Passenger can make payment with the following payment options:

 

 

Question

Can I purchase tickets for family members or other persons with my credit card or Visa/Mastercard debit card, without needing to accompany them?

Answer

Yes, you can purchase tickets for another person from THAI website. Our online booking facility does not require the card holder to be the passenger or a member of the travelling party. However, THAI reserves the right to ask to show the credit card in case of verification is required.

Internet Check-in FAQs

Question

What is this service ?

Answer

This service is THAI online check-in which gives you more convenient online check-in for both domestic and international THAI flights

Question

How do I use this service?

Answer

It’s very simple.  Just select iCheck-in and identify yourself by entering your last name, combined with either confirmed booking reference or electronic ticket number. Then continue, the systems will immediate process to check-in for you. Additionally, Internet check-in supports multiple passenger check-in including infants from the same and different booking reference, travelling  on the same flight.

Question

Is there any time limit for Internet Check-in?

Answer

Yes, the Internet Check-in is available from 24 hours up to 1 hour before flight schedule departure time.

Question

What tickets can be used for Internet Check-in?

Answer

Electronic ticketed only.

Question

What are the additional features of this particular Internet check-in?

Answer

Multiple passengers check-in is available (individual and group), maximum 99 passengers in the same or different booking code.
- After passengers check in their flight, information of special meals (in case that you have submited your requests prior), seat number,baggage allowance will be displayed. 
- For a group check- in passengers, a home print boarding pass can be sent to each passenger individually through your e-mail.
- For all international flights, passengers must provide the necessary regulatory information and answer the security questions required by the destination country

Question

Are there any passenger’s restrictions for Internet Check-in ?

Answer

Internet Check-in cannot allow to the passenger who specifies their requirements such as special assistance at the airport; wheelchairs, medical attention, children travelling alone, including passenger travels with sport equipment, passenger travels with pets and passenger travels with overweight/size baggage.

Question

Can I change my assigned seat ?

Answer

Yes, and you can also change your seat on connecting THAI flights, which will be automatically through checked-in for you if the flights are in the same reservation code.

 

Besides, your THAI return flight in the same reservation code, within 24 hours, will be automatically checked-in too. But if your connecting flight is on another airline, a seat change is not allowed.

 

Question

What if a connecting flight does not display at Internet Check-in?

Answer

For technical reasons some connecting flights may not display. Airport check-in staff will be pleased to assist you with connecting check-in and seating changes./p>

Question

Can I change or add my Royal Orchid Plus Frequent Flyer or Star Alliance Frequent Flyer number?

Answer

Yes, you are allowed to update your Frequent Flyer by selecting your frequent flyer airline , enter number and select to save.

Question

After I finish Internet Check-in can I make additional changes?

Answer

Yes, after the Review Check-in page has been confirmed (or time-out) additional changes to seating, FFP numbers or even cancel check-in can be made by re-entering Internet Check-in with the same reservation code.

Question

What about my boarding pass and baggage, if I fly on a THAI Domestic flight?

Answer

- For all Domestic flights (in Thailand), you are allowed to print your boarding pass with A4 size paper from home. Besides, the Mobile Boarding Pass and Passbook (applicable only for Apple mobile devices) are also applicable when you travel to domestic flight depart from BKK, CNX, HKT providing the purchase of electronic tickets is not made via web or telephone sale.
- Please present your boarding pass, baggage, ID card or passport along with credit/debit card used to purchase this ticket(if applicable) at THAI bag drop counter (Bangkok International Airport Counter C1) at least 45 minutes before flight departure.
- If you are unable to print your boarding pass, please contact THAI bag drop counter at the respective airports for issuing your boarding pass.
- If you have no baggage to register, please proceed directly to the boarding gate and present your ID card or passport to THAI staff at the boarding gate.

 

Question

What about my boarding pass and baggage, if I fly on a THAI International flight?

Answer

From now on, when you travel out of Bangkok to all destinations, you are allowed either to print boarding pass from home (Home Print Boarding Pass), receive Mobile Boarding Pass or Passbook Boarding Pass (iOS operating) only if you hold and enter proper travel document required to that destination during perform check-in.
Departing from stations outside Thailand where the Advance Passenger Information is not required and your proper travel document provided, you are then allowed to print Home Print Boarding Pass with A4 sized paper.
• Please present your travel documents, boarding pass or mobile boarding pass and baggage to register including credit/debit card used to purchase this ticket(if applicable) to THAI Internet Check-in counter at the respective airport ( At Bangkok, International Counter J1-J5/H1-H5) at least 60 minutes prior to your flight departure.
• If you cannot print your own boarding pass, please contact THAI Internet Check-in counter at the respective airports for boarding pass issuance and travel documents verification.

Question

Which items are prohibited in checked and carry-on luggage?

Answer

International law prohibits the placing of magnetised, Inflammable, corrosive, radioactive,oxidising, or explosive articles; pressurised gasses, toxic substances, oxygen cylinders, paint, mercury,munitions, fireworks and powerbank in checked or unchecked (carry-on) luggage.

 

In many countries, strong-smelling materials, lighter fuel and refills, fresh food or fruit, infected live animals, or weapons must not be taken aboard the aircraft. Such items are subject to confiscation and the owner may be subject to a fine, depending on the country. If you are not certain if an item you are carrying is prohibited, please ask a THAI agent before you arrive at check-in.

Question

How much baggage am I allowed to check?

Answer

If you are traveling solely on THAI for the duration of your journey, please familiarize yourself with our following baggage rules:
The baggage allowance is divided to two concepts:
    1. For travel outside Canada and the U.S.A, the following regulations are:
      -  Royal First Class : 40 kg (88 lbs.); Royal Silk Class : 30 kg (66 lbs.);  Premium Economy and Economy Class passengers : 20 kg (44lbs.).
      -  Royal Orchid Plus Gold Card Members are entitled to check an additional 20 kg (44 lbs)
      -   Royal Orchid Plus Silver Card Members can check an additional 10 kg (22 lbs.)
         ● Child (2-12 years) occupying a seat is entitled to the same free baggage as an adult passengers.
         ● Infant (not occupying seat) are allowed 10 kg (22 lbs.) excluding one fully-collapsible child stroller, pushchair, or infant carrying basket.
    2.    For travel to/from Canada and the U.S.A., the following regulations apply two pieces of   check baggage.
       - The sum of the three dimensions (length+height+width) for each piece cannot exceed 158 cm.(62 inches). 
       - The maximum weight per piece is 32 kg (70 lbs.) for Royal First and Royal Silk Class and 23 kg (50 lbs.) per piece for Premium Economy and Economy Class.
          ● Child (2-12 years) occupying a seat is entitled to the same free baggage as an adult passengers.
          ● Infant (not occupying seat) is entitled to one piece of checked baggage, the sum of whose three dimensions does not exceed 115 cm.(45 inches) at maximum weight of 23 kg  Plus one fully-collapsible child stroller or pushchair or infant-carrying basket
Note: Frequent Flyer Gold Members are permitted to one extra piece in any class of services

 

         If your journey involves multiple airline partners, please be aware that baggage rules may vary. In some cases, the baggage rules that apply for your journey may be those of our partner airlines, please contact your travel agent or our ticketing/reservation agent for further advice.

 

Question

What if my external baggage name tags are damaged or detached?

Answer

THAI will do our best to ensure your checked baggage is always transported on the same flight(s). Then we strongly encourage you to also place a tag with similar information inside your bag to facilitate identification. To download and print baggage name card, please click Baggage id card

Question

What is the latest time to check-in at the airport?

Answer

In Thailand, one hour before international departures and 45 minutes for domestic departures. At airports abroad, check-in times vary, but generally no later than one hour prior to departure.

Question

What happens if I check-in late?

Answer

Your assigned seating may be released for other passengers.

Question

What documents do I need to present at the check-in counter ?

Answer

1. If you are the credit card owner, and had used your card to purchase a ticket yourself, the documents required to be presented during check-in are: your itinerary receipt, photo ID or passport, and the credit card used for the purchase.

2. If the travelling passenger is not the credit card owner, the documents required during check-in include; the new itinerary receipt (for details, see Regulations), and photo ID or passport.

 

Kiosk Check-in FAQs

Question

What are Self Check-In Kiosks?

Answer

Self Check -in kiosks provide automated check-in service for more ease and convenience with no need to queue at check-in counters when flying with THAI on domestic routes, departing from Bangkok on international travel and at selected airports worldwide. Simply follow the kiosk prompts, enter the required information and receive your boarding pass.

Question

Are there additional advantages?

Answer

Select or change seats up to12 hours prior to flight departure
Conveniently leave checked bags at dedicated THAI BAG–DROP counters

Question

How to use this service?

Answer

Select THAI on the opening screen, followed by your preferred language. Identify yourself by selecting one of 5 methods:- Booking reference,- E-ticket number, Frequent flyer number Passport or Boarding pass barcode then follow the remaining steps until you receive your boarding pass.

Question

Are there any restrictions for using a Self Check-in Kiosk?

Answer

Those who require special airport service or assistance such as wheelchairs, medical attention, children travelling alone, or those travelling with sports equipment, pets or overweight/oversize baggage are not able to use this automated service.

Question

How can I get baggage tags?

Answer

At selected airports, baggage tags are also printed by the kiosk. Follow the instructions on attaching tags to your baggage then leave bags at BAG DROP counters.

Question

Where are THAI’s Self Check-in Kiosks available?

Answer

Bangkok Suvarnabhumi , London Heathrow, Frankfurt, Cophenhagen and Tokyo Narita. as of 02 June 2016.

Question

What are other TG's off Airport Check-in facilities?

Answer

Internet check-in @ www.thaiairways.com
THAI Mobile Application

Mobile Check-in FAQs

Question

How can I check-in with my mobile phone?

Answer

With The Mobile Check-in service, use your internet-enabled mobile phone, simply check-in for your flights from THAI Mobile Application or https://m.thaiairways.com.  Just select Check-in and identify yourself by entering your last name, combined with confirmed booking reference, electronic ticket number or Frequent Flyer number. Then continue, the systems will immediate process to check-in for you. Additionally, this Mobile

 

Question

Who can use Mobile Check-in?

Answer

All passengers holding e-Tickets  except passengers requiring special assistance at the airport.

Question

When can I check-in for my flight?

Answer

Mobile Check-in is available from 24-1 hours prior to your flight departure.

Question

What am I allowed to do on mobile check in?

Answer

You can check-in for individual and multiple passengers, maximum 99 passengers in the same and different booking code.
- For a group check- in passengers, a home print boarding pass can be sent to each passenger individually through your e-mail.
- For all international flights, passengers must provide the necessary regulatory information and answer the security questions required by the destination country

Question

What are the Mobile Boarding Pass and Passbook? Who can receive them?

Answer

The Mobile Boarding Pass and Passbook (applicable only on Apple mobile devices) is the electronic boarding pass containing a 2D barcode, used to replace an original boarding pass. Recently, the mobile boarding pass and passbook are available for passenger holding an electronic ticket which is not purchased via web or telephone sale, traveling to domestic flights depart from Bangkok, Phuket, Chiang Mai.
Beside, when you travel out of Bangkok to all destinations, you are allowed either to print boarding pass from home (Home Print Boarding Pass), receive Mobile Boarding Pass or Passbook Boarding Pass (iOS operating) only if you hold and enter proper travel document required to that destination during perform check-in.
Departing from stations outside Thailand where the Advance Passenger Information is not required and your proper travel document provided, you are then allowed to print Home Print Boarding Pass with A4 sized paper.

Question

If I have a Mobile Boarding Pass in my mobile phone, what should I do once I arrive at the airport?

Answer

You have to retrieve the mobile boarding pass from your mobile phone and make sure the entire barcode is visible to be scanned. Then present it at any checkpoints at the airport.

Question

How do I check my baggage with my Mobile Boarding Pass or Passbook?

Answer

You can present your travel documents, mobile boarding pass or Passbook and baggage to register including credit/debit card used to purchase this ticket(if applicable) to THAI Internet Check-in counter at the respective airport ( At Bangkok, International Counter J1/J2, Domestic at Counter C15) at least 60 minutes prior to your flight departure.

Question

What if I forgot my mobile phone or my mobile boarding pass is invisible?

Answer

You do not need to check-in again at the airport. Just contact the THAI mobile check-in counter and provide your flight information and your boarding pass will be printed. If you have already proceeded to the security checkpoint, you can contact THAI Royal Silk Lounge (business class) or boarding gate for printing your boarding pass replacement.

Royal Orchid Holidays FAQs

Question

Why Royal Orchid Holidays?

Answer

We offer you great deals at competitive prices. Royal Orchid Holidays offers a vast range of options to provide maximum flexibility of choice allowing you to create your own dream holidays.

 

Question

If I have a problem booking my vacation package online, to whom shall I contact?

Answer

If you are having a problem booking online, please email to us at roh.customerservices@thaiairways.com

 

Question

What if I have a problem while I am on my vacation?

Answer

Please call ROH representative for assistance at Tel. (662) 356-2888 (Mon- Fri at 8.00 – 17.00 Bangkok time) or email to us at roh.customerservices@thaiairways.com

 

Question

Who should I contact if I need more information/ have more questions?

Answer

Please call ROH representative for assistance at Tel. (662) 356-2888 (Mon- Fri at 8.00 – 17.00 Bangkok time) or email to us at roh.customerservices@thaiairways.com

 

Question

Are the room rates included taxes and service charges?

Answer

Taxes and service charges are included in all ROH’s rates except some extra charge (if applicable) such as gala dinner, minibar, etc.

Question

Are the rates shown in the website/system per room or per person?

Answer

The rates shown on the website/system is average nightly rate, per room, for each room category displayed.

Question

Can I ask for extra bed in room?

Answer

Sure, you can. Please fill in number of guests and number of room once you hit search button. The system will organize the appropriate room type for you.

 

Question

Why has the room rate changed?

Answer

All the rates are changeable depending on the fluctuation of the exchange rate. However, the definite booking will reserve both room and displayed rates in the website/system.

Question

How many of maximum room can I book online?

Answer

You can reserve up to 4 rooms per booking. If you need more rooms, you may make the additional bookings. Please note that rooms are subject to availability.

Question

Can I make the special request on our reservation?

Answer

Of course, you can. Anyway, all the requests are subject to availability and cannot be guaranteed by ROH. Please kindly recheck with hotel upon your arrival.

Question

How do we know the response of special request?

Answer

All the special requests are on request basis only and subject to the availability. Please kindly recheck with hotel upon your arrival.

Question

How can I make changes to my booking?

Answer

You cannot change your booking. Please cancel the original booking and book a new one.

Question

How can we pay for my reservation?

Answer

Booking online can be paid via credit card only and we accept only VISA and MASTERCARD.

Question

I am now making the reservation online but I don’t have a credit card. What should I do? Do you have any other method of payment online?

Answer

Booking online can be paid via credit card only. No other method of payment can use at the moment.

Question

How to cancel the booking? Are there any fees?

Answer

You can cancel the booking online by clicking on your booking number in an email confirmation and follow our cancellation procedure. Please note that the cancellation fees may be applied according to the cancel date. Please recheck the policies while you make the booking or in your reservation.

Question

Do you have any extra charge if I pay by credit card?

Answer

o. Royal Orchid Holidays have no policy to charge for the merchant fees. However, the additional -border fee may be applied. Visa International OR MASTER CARD and your issuer bank card might charge the fees to all payment settle outside the card's issuing country as our online payment gateways is in Thailand.

 

Question

If I need a receipt, what would I do?

Answer

Please send your request to roh.customerservices@thaiairways.com within 30 days after the booking is made.

Royal Orchid Plus FAQs

Question

Who can be a member?

Answer

Royal Orchid Plus membership is open to any individual 2 years of age or older.

Question

Can I earn miles before joining Royal Orchid Plus?

Answer

No, you must be enrolled in the program prior to flight departure, or when using the services of Travel Partners that are eligible for mileage accrual.

Click here to enroll instantly.

 

Question

Could passenger enroll ROP member on THAI flight?

Answer

Yes, ROP enrollment forms are available on every THAI flight. We will send enrollment form which are filled by passengers to ROP department.

Question

Where printed ROP enrollment forms are available?

Answer

Enrollment forms are available at all THAI offices world-wide.

Please allow up to 3 weeks for your enrollment to be processed.

Question

How do I ensure miles are automatically credited to my account?

Answer

· By quoting your Royal Orchid Plus membership number when making reservations with THAI, airline partners, your travel agent, or

with hotel and car rental partners helps to ensure automatic mileage credit.

· Presenting your card at flight check-in is also advised so that check-in staff can ensure your membership number has been correctly

included in your reservation.

Question

Should I keep tickets and boarding passes?

Answer

Yes, tickets and boarding passes should be kept until the miles appear in your account.

Question

What do I do when miles are not automatically credited to my account?

Answer

For the FAQ “What do I do when miles are not automatically credited to my account?”
Please change to the following.

For flights with THAI that are not credited within 3 days after the flight date you can submit an online claim by accessing your account using your membership number and PIN, then go to Mileage Management.
For flights with Star Alliance airlines that are not credited within 14 days after the flight date you can also submit an online claim at Mileage Management.
If your online claim is not successful you can then claim by:
Scan the boarding pass and e-ticket and send by email to ropsvc@thaiairways.com and include your membership number.
Send the boarding pass and e-ticket by fax to +66 (0) 2545 3300 and include your membership number.
For claims with hotel and car rental partners, these can also be submitted online or with the partner. Visit Earn Miles for complete details.

Question

Why are miles not being automatically credited to my account?

Answer

There are reasons, most of which can be easily avoided or explained.
•    Always quote your membership number at reservations and present your card at check-in.
•    Check that you name and membership number on your flight boarding pass or travel partner receipt are identical to the information on your Royal Orchid Plus card. If there are any errors, miles will not automatically be credited to your account.
•    If you have changed your flight time or date and not informed reservations or presented your card at check-in, again miles will not be credited automatically.
•    Award travel does not accrue miles.
•    Some discounted Economy Class fares on Star Alliance and partner airlines are not eligible for mileage accrual. Check with the airline you are flying with if miles are earned. • Miles earned with partner hotel stays or car rentals are determined by the paid rate. Again check with the partner if your paid rate will earn miles.

Question

Can miles be transferred or combined among accounts?

Answer

Miles are earned by each individual account holder and cannot be transferred or combined with other Royal Orchid Plus, or other Star Alliance frequent flyer programme accounts.

Question

Do I earn Qualifying Miles on all THAI and Star Alliance flights?

Answer

Yes, Qualifying Miles that determine membership status are earned on THAI and Star Alliance operated flights. The number of Qualifying Miles is determined by the paid fare and/ or distance or sector flown.

Question

How is membership status determined?

Answer

Qualifying Miles earned with THAI and Star Alliance operated flights determines Royal Orchid Plus membership status - Member, Silver or Gold. See Status & Benefits on our home page for full details.

Question

How are Qualifying Miles earned according to the fare paid?

Answer

 

First Class 150% of actual miles flown
Business Class 125% of actual miles flown
Premium Economy Class 110% of actual miles flown
Economy Class 100% of actual miles flown

 

Discounted Economy Class fares in booking class G earns 50% of actual miles flown and on international flights in V / W classes 25% of actual miles are earned. Discounted fares on Star Alliance airlines may also earn reduced mileage, or may not be eligible for mileage accrual.

Question

Can lost or stolen membership cards be replaced?

Answer

Yes, these can be replaced by contacting the Members Service Centre in Bangkok, your local THAI office or by sending your replacement request to ropsvc@thaiairways.com

Question

How do I redeem an Award?

Answer

Selected Awards can be redeemed instantly at Redeeming Miles.
•    THAI Air Awards within Thailand
•    THAI Air Awards
•    International (Departure from Bangkok only)
•    Hotel Stay Awards
•    Promotional Awards
Contact THAI reservations world-wide to redeem:
•    Air Awards and Mileage Upgrade Awards for international travel

Question

Who can I redeem an Award for?

Answer

As a member, you can redeem any Royal Orchid Plus Award for yourself, or for one of your Award Nominees.
When redeeming for another person, including family members, they must be one of your Award Nominees.
Your personal Award Nominee List can contain up to 5 names. After you have added or changed 5 names, you may make up to 5 changes each calendar year. Each change is subject to a service fee.
Fees are payable in Baht in Thailand and US Dollar in all other countries.
Award Nominee fees are waived for Gold status members.
Your Award Nominee can be updated instantly at Manage Your Account, or by requesting an Award Nominee form at any THAI office world-wide.

Question

Are children's Award tickets the same as adults?

Answer

Yes, the same mileage is required for children's Award tickets as they earn the same miles as adults for paid flights.

Question

What can I do if I don't have enough miles for an Award?

Answer

If your account does not contain sufficient mileage for your preferred Award, up to 30,000 miles per Award can be purchased by contacting THAI world-wide.
Points to miles transfers can also be made with credit and charge card partners Contact your card issuer for transfers and allow at least 2 weeks for miles to be credited to your account.

Question

Can Award changes be made or miles re-credited after the Award has been issued?

Answer

Air Awards
•    Once ticketed only flight dates and times may be changed for Air Awards subject to service fees, and you must contact THAI reservations to request these changes.
•    Destination changes for Air Awards within Thailand can be requested subject to service fees. Re-credit of domestic Air Awards is not permitted.
•    No other changes are permitted to international Air Awards. However, these Awards can be re-credited to your account, less any expiring miles, and subject to service fees. A new Award may then be requested.
•    Any changes on Star Alliance Award Travel is subject to Star Alliance Award travel conditions.
 
Mileage Upgrade Awards
•    Once miles have been deducted and upgraded travel is confirmed on THAI, these Awards cannot be re-credited.
•    Valid for one year from the date of issue, Mileage Upgrades that are not used on the designated flight may be used for another flight within the same Award zone.
•    Upgrade Awards can also be redeemed or selected Star Alliance Airlines. Hotel Awards
•    Once issued, no changes can be made to a Hotel Award
 
Certificates
•    Valid Certificates can be re-credited, less any expiring miles, and subject to service fees. A new Hotel Award can then be requested.

Question

Can lost or stolen Award tickets or certificates be replaced?

Answer

•    Lost or stolen tickets international tickets or Hotel Award Certificates can be reissued subject to service fees. A police report must be provided for a stolen ticket when reissuing at any THAI city ticketing office.
•    Lost or stolen Air Award tickets within Thailand cannot be replaced under any circumstance.

Online purchasing Extra Excess Baggage allowance

Question

What are the rates for online purchasing extra baggage allowance?

Answer

Prices Online purchasing extra baggage allowance will be applied on table of the rates below

 

Online purchasing Excess Baggage
Zone Route Weight Prices(USD Prices (THB
0 Between Bangkok and Chiang Mai, Phuket, Krabi 5 7 250
10 14 500
15 20 675
20 26 900
25 32 1,100
30 38 1,300
1 1. Between Bangkok and Dhaka,Phnom Penh, Kunming, Vientiane,Kuala Lumpur, Yangon,  Singapore, Hanoi, Ho Chi Minh

2. Between Chiang Mai and Kunming

3. Between Hong Kong and Taipei

4. Between Taipei and Seoul

5. Between Karachi and Muscat
5 32 -
10 63 -
15 95 -
20 126 -
25 158 -
30 189 -


2
1. Between Bangkok and Beijing, Guangzhou, Chengdu, Shanghai, Xiamen, Hong Kong, Bangaluru, Mumbai, Kolkata, Delhi, Hyderabad, Chennai, Denpasar, Jakarta, Kathmandu, Manila, Colombo, Taipei

2. Between Phuket and Hong Kong, Beijing

3. Between Hong Kong and Seoul
5 40 -
10 80 -
15 120 -
20 160 -
25 200 -
30
240 -
3 Between Bangkok and Perth, Sapporo, Fukuoka, Haneda, Osaka, Nagoya, Narita, Busan, Seoul, Muscat, Karachi, Islamabad, Lahore, Dubai, Teharan 5 100 -
10 200 -
15 300 -
20 400 -
25 500 -
30 600 -
4 Between Bangkok and Brisbane, Melbourne, Sydney, Moscow 5 105 -
10 210 -
15 315 -
20 420 -
25 525 -
30 630 -
5 1. Between Bangkok and Auckland, Brussels, Copenhagen, Frankfurt, Munich, London, Milan, Rome, Oslo, Paris, Stockholm, Zurich

 

 

2. Between Phuket and Frankfurt, Copenhagen, Stockholm

5 193 -
10 385 -
15 578 -
20 770 -
25 963 -
30 1,155 -
Question

Once I have purchased online extra baggage allowance, can I request a refund?

Answer

 Online purchasing extra baggage allowance on http://www.thaiairways.com  is non-refundable, non-endorsable and non-transferable.

Question

What are the limits on online extra baggage allowance that I can purchase?

Answer

Online purchasing extra baggage allowance is applicable only in weight concept and is in pentads basis (every 5kgs will be counted). The maximum online extra baggage allowance 30kg per one passenger is allowed.

Question

When can I purchase online extra baggage allowance?

Answer

 An online extra baggage allowance must be made at least 24 hours prior to flight departure and it is valid only for the flight and date shown on the Ancillary voucher.

Question

Who can purchase online extra baggage allowance?

Answer

 Online purchasing extra baggage allowance is available to all passengers (except Group booking, Stand by passenger and Infant passenger are not applicable) whose tickets have been issued for Thai Airways operated flights only.

Question

How do I prove I have purchased online extra baggage allowance?

Answer

 Passenger is required to present the Ancillary Voucher at airport check-in counter on departure. The Ancillary Voucher will be available to view and print on confirmation of purchase step. System will automatically send confirmation of purchasing Excess Baggage by email, mobile which is registered in Thailand only.

Question

How many times can I purchase for online extra baggage allowance in each booking?

Answer

 One time online purchase extra baggage allowance is allowed only per person and per sector in each booking. Any additional Excess Baggage over online purchased amount must be charged with the standard rate upon presentation of baggage at departure airport.

Question

How do I make payment for online purchasing extra baggage allowance?

Answer

Only Visa/MasterCard both credit and debit cards are acceptable for online payment with currency in Thai Baht ,US Dollar and Euro.

Question

What are the routes available for online purchasing extra baggage allowance?

Answer

Online purchase Extra Baggage Allowance is available for THAI route net world wide.

Question

How to request the receipt for online purchasing Extra Excess Baggage allowance?

Answer

Please provide the Booking Reference or Ancillary Number as well as the flight number/date that you have booked/flown including the passenger name and last name to bkknc.office@thaiairways.com, THAI will issue the payment certificated and send email back to you. 


E-receipt

Question

How to access an E-receipt?

Answer

Access to website and click manage my booking then click E-receipt, fill your reservation code or Ticket number

Question

Where can I find my ticket number and reservation code?

Answer

The Ticket number and Reservation code are in the itinerary receipt

Question

Can I have the E-receipt under company name and address?

Answer

 Passenger can update sponsor name, address and Tax ID before printing the only one time. But if you write the wrong address, please send a request e-mail to bkknc.office@thaiairways.com

Question

How many times can I print receipts?

Answer

5 times

Question

How can I know the condition for issuing receipts?

Answer

For more information please click Terms and Conditions.

Question

What kind of ticket can issue the E-receipt?

Answer

 Currently, receipts are provided for tickets which issued from http://www.thaiairways.comor issued from THAI Airways International Public, CO.LTD office within Thailand.

Question

Does the changing fees receipt can be printed online by E-receipt?

Answer

No, you can’t. You have to contact at Thai Airways Larn - Luang Ticket Office.

Question

Can I have an excess baggage receipt?

Answer

No, you can’t. For excess baggage, you can be contact at the Ticket Counter for a receipt.

Question

Can I request receipt for group ticket?

Answer

Receipt can be requested for each individual ticket issued not applicable for group tickets. Please contact Thai Ticket Office in case request for group tickets or receipt.

Question

How long can I request the E-receipt online?

Answer

E-receipt can be requested no more than 6 months after ticket is issues.

Travel Insurance

Question

Who can purchase a travel insurance policy?

Answer

 Every Thai Airways passengers who are traveling from, or domestically within Thailand. The person must be traveling to a destination currently serviced by Thai Airways. 

Question

How to buy travel insurance?

Answer

 Passenger can buy travel insurance via Thai Airways website together with flight ticket. There will be travel insurance offer before make a payment.

 

Question

What happens after the online application has been completed?

Answer

 Once the premium has been paid, a confirmation email which includes your coverage summary and policy wording will be released immediately. The details of the policy will be transmitted to our database, and cover will begin right away. However, in case that you don’t receive the confirmation email within 24 hrs, please contact our contact center at +66 (0) 2305 8492 08.30 - 17.30 hrs. Monday – Friday.

 

Question

Can a policy be issued after the journey has already begun?

Answer

 No. Our policies are all designed to be taken out prior to the Thai Airways flight departure date. The coverage starts and ends as it’s defined in certificate of insurance.

 

Question

What should I do if I want to extend/shorten or amend travel period?

Answer

 Please contact Allianz Global Assistance for any change of your trip at enquiries-TH@allianz.com or call +66 (0) 2305 8492 08.30 - 17.30 hrs. Monday – Friday, which must reach us and be acknowledged before your originally planned departure date and provided no claim has been submitted, we will e-mail to you a revised itinerary based on your revised travel details

 

Question

If the journey ends earlier than originally planned, will a partial refund on the insurance premium be given?

Answer

 No. After the policy has become effective, we won't refund any part of the premium, even in the case of trip cancellation or curtailment.

 

Question

If I can't make the trip, can I cancel my travel insurance?

Answer

 You are requested to provide us the notice of cancellation, together with the reason and evidence of cancelling your travel. Please email this information to enquiries-TH@allianz.com ensuring that this will reach us and be acknowledged by us before your original planned departure date.

 

Question

Can more than ONE policy be issued for the same trip?

Answer

 Each traveller is entitled to cover under only ONE policy. This policy may include multiple people, but each individual is to be insured by no more than ONE policy during their journey.

 

Question

Are ‘business travellers’ eligible to purchase a Travel Insurance policy?

Answer

 Yes. Our travel insurance is designed for leisure and business travelers alike. As Travel Insurance is intended to cover travel as opposed to long-term residence, you should be aware that the maximum period of coverage for any one domestic trip is 30 days and for the overseas trip is 90 days.

 

Question

What happens if the person falls ill or suffers an accident during the journey?

Answer

 For passengers travelling abroad who bought travel insurance together with roundtrip flight ticket, the Travel Insurance policy entitles the person to medical assistance and cover for the expenses incurred during the subsequent medical treatment. The person is free to choose their medical advisor or an approved medical advisor can be appointed by us. Please call us immediately at +66 (0) 2305 8421, should you have a medical problem whilst overseas.

 

  For domestic passengers who bought travel insurance together with roundtrip flight ticket, the Travel Insurance policy does not cover medical expenses incurred due to sickness or illness. Domestic policies provide cover for medical expenses incurred due to accident only. A domestic traveler is entitled to medical assistance and cover for the expenses incurred during the subsequent medical treatment. The person is free to choose their medical advisor or an approved medical advisor can be appointed by us. Please call us immediately at +66 (0) 2305 8421, should you have an accident whilst traveling in Thailand.

Question

If I hold travel insurance for one-way flight ticket will I get coverage of medical expense due to accident or sickness?

Answer

 No. travel insurance for one-way flight ticket doesn’t have benefit for medical expense both domestic and outbound plan.

 

Question

What should I do if I’m injured overseas and need to be repatriated or evacuated?

Answer

 You have to notify directly to Allianz Global Assistance, emergency medical assistance service provider, our staff shall arrange for emergency medical evacuation or repatriation to your home country utilizing the means best suited to do so, based on the medical severity of your condition.

 

Question

What is a ‘pre-existing condition’? Is it covered under the policy?

Answer

 A full definition of all important terms is provided in the Policy Wordings. A ‘pre-existing condition’ is basically any disease (including complications), symptoms or disorders occurred within 24 months before the coverage for which you are taking ongoing treatment, medication or precautionary advice.

 

 Pre-existing medical conditions are NOT covered under the Travel Insurance policy.

Question

Is luggage covered under the policy?

Answer

 Yes, luggage and personal effects are covered under the policy. Travellers will be covered for luggage that is lost while it is checked-in with Thai Airways. Please be sure to keep your checked in baggage receipts and obtain a letter from the airline confirming the loss so we can promptly process your claim.

 

Question

What if it's an emergency?

Answer

 Contact Allianz Global Assistance immediately and our team will be able to assist with the emergency. Please contact our 24 hrs Hotline number at Tel. +66 (0) 2305 8421.

 

Question

What happens if evacuation or repatriation is required following an injury?

Answer

 Contact Allianz Global Assistance immediately and our team will be able to assist with the emergency. Please contact our 24 hrs Hotline number at Tel. +66 (0) 2305 8421. We will arrange emergency evacuation to transfer you to the nearest suitable hospital to treat your injury. Our cover ends upon safely repatriating the person to their original departure point.

 

Question

How does the claims process begin? Where can claim forms be obtained?

Answer

 You can contact us for notice by email to claim-TH@allianz.com or call +66 (0) 2305 8421. We will send you a claim form and advise you of any document required to action your claim and submit it accordingly together with all documents to us for the process.

 

Question

What kind of documentation is required to process a claim?

Answer

 Depending on the type and circumstances of the claim, we may require original documents, such as reports or receipts. Typically, these documents are requirements, and we are unable to action the claim without the relevant supporting documentation. Each type of insurance claim may have a different document required (for example, medical report, invoice, receipt, police report). Please call at +66 (0) 2305 8421 or email us at claim-TH@allianz.com for details on exactly what documentation is required to process your claim.

 

Question

How are claims paid?

Answer

 Wherever possible we will pay directly to the hospital and other medical providers in the event of you being hospitalised or requiring assistance. For all other claims we will pay the claim settlement directly into your bank account wherever possible.

 

Question

How long until your claim is reimbursed?

Answer

 Within 15 days from the date on which we have received all the required documents and the claim is approved.

 

Question

What assurance is there that a claim will always receive a fair decision?

Answer

 Claims assessment is an important part of our customer service. Our intention is to assess all claims fairly. In accordance with the General Insurance Code of Practice, our company has an Internal Dispute Resolution Committee. Should the fairness of a claims decision be questioned, the claimant may request that the Committee reviews the claim by writing to us explaining the reason for your dissatisfaction. The Committee will respond within 15 business days of your request being received. If this does not resolve the matter, we will provide advice on how to contact the industry's independent external complaints scheme.

 

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ติดตามเรา

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แอพพลิเคชั่นบนมือถือ

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