Thai Civil Aviation Board Regulation 101 (CAB Regulation)

Your Passenger Rights

Dear passenger,

If your flight is cancelled or is subject to a long delay, or if you are denied boarding on a flight for which you hold a valid reservation, you are entitled to certain rights in accordance with the CAB Regulation 101, which entered into force on 20.05.2025. The airline which carries out the irregular flight is responsible for granting you these rights.

Validity

The regulation applies:

• to domestic passengers departing from a domestic airport within Thailand or
• to international passengers departing from an airport in Thailand by any carrier
• only if you have a confirmed reservation on the flight concerned,
• only if you (except in case of cancellation) present yourself in time for check-in or, if no time is indicated, at least 45 minutes before the published departure time for a domestic, or at least 60 minutes before the published departure time for international flight or within the time accepted for travel by THAI.
• only if you travel on a ticket bought at a fare available to the public
• only if you have been transferred from another flight or
• only if your flight has been delayed for more than 5 hours, or canceled

Delay

In accordance with the CAB Regulation, a delay occurs when a flight is delayed beyond its scheduled departure time for more than 2 hours for domestic and international flights. When your flight is expected to have a long delay for more than 2 hours, passengers are entitled to receive care while waiting. This includes meals and refreshments in a reasonable relation to the waiting time, hotel accommodation, if necessary, including transfer costs and the necessary communications (telephone calls or sending faxes or e-mails). Also, in case of delay, you are entitled to the rights as follows;

For domestic flights;

For more than 2 hours; if you do not wish to proceed with the flight, you have the right to reimbursement of fare paid in full amount or for the part of the journey not made or, with your agreement, in the form of a credit shell, travel voucher or mileage.

For more than 3 hours; if you do not wish to proceed with the flight, you have any one of the rights for;

1. Reimbursement of fare and other fees paid in full amount or for the part of the journey not made or, with your agreement, in form of credit shell or frequent flyer mileage.
2. Re-routing the fight to the destination specified in the ticket at the earliest, or
3. An offer of other appropriate means of transport to the destination specified in the ticket at the earliest.

For more than 5 hours; if you do not wish to proceed with the flight, you have any one of the rights for;

1. Reimbursement of fare paid in full amount or for the parts not used or, with your agreement, in the form of credit shell or frequent flyer mileage, or
2. Re-routing the fight to the destination specified in the ticket at the earliest, or
3. An offer of other appropriate means of transport to the destination specified in the ticket at the earliest.

In addition, you are entitled to the compensation in cash of 1200 Thai Baht, or, with your agreement, a credit shell, travel voucher or mileage (immediately upon the delay that has occurred)

For International Flights

For more than 2 hours; if you do not wish to proceed with the flight, you have the right to reimbursement of the fare paid in full amount or, with your agreement, in the form of a credit shell, travel voucher or frequent flyer mileage.

For more than 5 hours; you have the right to compensation in cash of 1,500 Thai Baht, or, with your agreement, a credit shell, travel voucher or frequent flyer mileage (within 14 days after the delay has occurred); if you do not wish to proceed with the flight, you have the right to reimbursement of fare paid in full amount or for the parts not used or, with your agreement, in the form of a credit shell, travel voucher or frequent flyer mileage.

For more than 10 hours, you have the right to an offer for any one of the followings:

1. Compensation in cash  depending on the distance of the scheduled flight to be paid within 14 days after the delay has occurred as follows;
   a. 2,000 Thai Baht for a flight with a distance of 1,500 km or less
   b. 3,500 Thai Baht for a flight more than 1,500 km but not beyond 3,500 km
   c. 4,500 Thai Baht for a flight more than 3,500 km, or
2. With your agreement, compensation in the form of a credit shell, travel voucher or frequent flyer mileage with a value no less than the cash compensation (within 14 days after the delay has occurred)
3. If you do not wish to proceed with the flight, you have the  one of the rights, for
   a. Reimbursement of fare paid in full amount or for the parts not used or, with your agreement, in the form of a credit shell, travel voucher or frequent flyer mileage.
   b. re-routing the flight to the destination specified in the ticket at the earliest, or
   c. an offer of other appropriate means of transport to the destination specified in the ticket.

Delay with Passengers Onboard

In a delayed situation where you have already boarded the aircraft, you are entitled to the proper ventilation, appropriate cabin temperature, lavatory facilities and medical assistance adequately and appropriately to one who requires urgent medical assistance. You will be allowed to disembark if the delay is expected to be 3 hours or more except in a case that may affect safety or security or in a case concerning air traffic management.

Denied boarding

If in case of overbooking you are denied boarding involuntarily on a flight for which you hold a reservation, you are entitled to receive care as laid out in the previous section on “delay”. In addition, you are entitled to rerouting, under comparable conditions, to your final destination at the earliest opportunity.

If you are involuntarily denied boarding, you have the right to compensation immediately upon the occurrence of the denied boarding as follows;

For domestic flights: 1,500 Thai Baht or, with your agreement, a credit shell, travel voucher or frequent flyer mileage

For international flights: the compensation is in the same manner as in the case of a delay for more than 10 hours or, with your agreement, in the form of a credit shell, travel voucher or frequent flyer mileage.

These rights are not granted if you have been denied boarding on reasonable grounds, such as reasons operational security, inadequacy of travel documentation or other reasons as provided by the CAB Regulation 104.

Cancellation

If your flight, for which you hold a valid reservation, is cancelled, you are entitled to re-routing, care, a refund and compensation as laid out here above (as in the case of denied boarding).

Equally, there is no right to compensation when the passenger has been informed of the cancellation and the alternative for travel:

• for domestic flights, at least 3 days before the scheduled time of departure,
• for international flights, at least 7 days before the scheduled time of departure,
• the time mentioned above can be shorter  in case the alternative flight departs no more than 3 hours before or after the originally scheduled time of departure and reaches the destination less than 3 hours before or after the scheduled time of arrival.

You are not entitled to receive compensation if the delay, denied boarding or cancellation is attributed to extraordinary circumstances which could not have been avoided, even if all reasonable measures had been taken. Examples include bad natural hazards, weather conditions, strikes, airport closures, security risks, and unexpected flight safety shortcomings.

In case you are entitled to the reimbursement and wish to submit your reimbursement request, please navigate to the icon “Help” and select “Flight Disruption”, then submit your request together with the relevant documents.

We will proceed with the refund within 14 days in case of cash purchase, or 45 days in case of credit card purchase, or 60 days in case you purchase the ticket from travel agent after we or the agent receive the form and complete documents from you. If you agree to receive the refund in the form of other benefits (credit shell, travel voucher or frequent flyer mileage), we will proceed with the refund within 7 days.

Should you have any queries about this regulation or in case you wish to lodge your complaint if THAI, including THAI’s employee or contractor, violates or fails to comply with this regulation, you can contact the Civil Aviation Authority of Thailand at https://complaint.caat.or.th/