Passenger Rights


Dear Thai Airways Passenger,

Thai Airways would like to inform you of your passenger rights under Civil Aviation Board Regulation No. 101 on Measures to Protect the Rights of Passengers on Scheduled Domestic and International Flights (the “Regulation”), as set out below.

The information on this page applies to passengers travelling on Thai Airways domestic flights and international flights departing from Thailand. Passengers are protected under the Regulation if any one of the following conditions is met:

  1. The passenger presents themselves for check-in within the time notified by Thai Airways in writing or through electronic means; or
  2.  If Thai Airways has not specified a check-in time, the passenger travelling on a domestic flight presents themselves for check-in at least 45 minutes before the published departure time; or
  3. If Thai Airways has not specified a check-in time, the passenger travelling on an international flight presents themselves for check-in at least 60 minutes before the published departure time; or
  4. The passenger presents themselves for check-in outside the times specified above, but Thai Airways accepts the passenger for carriage; or
  5. The passenger has a reservation and is transferred from the booked flight to another flight for any reason; or
  6.  The passenger’s booked flight is rescheduled to depart more than five hours after the published departure time; or
  7. The passenger’s booked flight is cancelled.

You can check your rights under the Regulation by selecting the situation that applies to you below.

Domestic Flights

International Flights Departing from Thailand

1. Flight Delays

If your flight departs later than scheduled, you may be entitled to care and assistance, rebooking, a fare refund and compensation. Your specific rights depend on the type and route of the flight, the length of the delay and the cause of the delay. Entitlement to compensation may be subject to an exception where the delay results from extraordinary circumstances.

Please select your flight type to view further details.

1.1 Domestic Flights

You are entitled to:

  • Meals and refreshments, or vouchers for purchasing meals and refreshments, free of charge and appropriate to the relevant mealtime and the length of the waiting period;
  • Communication facilities or channels, such as telephone or email, free of charge as necessary and appropriate; and
  • If you do not wish to continue your journey, you may choose either a full refund of the fare and other charges collected for the entire journey or for the unused portion of the journey; or travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit in place of the fare and other charges, subject to the terms specified by Thai Airways.

You are entitled to:

  • Meals and refreshments, or vouchers for purchasing meals and refreshments, free of charge and appropriate to the relevant mealtime and the length of the waiting period; and

  • Communication facilities or channels, such as telephone or email, free of charge as necessary and appropriate.

  • If you do not wish to continue your journey, Thai Airways will offer you the following options:
  1. Fare Refund
    You may receive a full refund of the fare and other charges collected for the entire journey or for the unused portion of the journey.

    Alternatively, you may receive travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit in place of the fare and other charges, subject to the terms specified by Thai Airways.

  2. Rebooking
    You may be rebooked to the destination specified on your ticket, or to another nearby destination, at the earliest opportunity on the same day, the following day, or another date chosen by you, subject to seat availability and at no additional charge.

    If the fare and other charges for the replacement flight are lower than the amount you paid, Thai Airways will refund the difference.

    If Thai Airways offers a flight to another airport near your original destination, Thai Airways will also bear the cost of transportation from the alternative airport to your original destination airport.

  3.  Alternative Transportation
    If Thai Airways is able to arrange alternative transportation, you may choose an appropriate alternative means of transportation to the destination specified on your ticket, or to another nearby destination of your choice, at the earliest opportunity and at no additional charge.

    If the cost of the alternative transportation is lower than the fare and other charges you paid, Thai Airways will refund the difference.

You are entitled to:

  • Meals and refreshments, or vouchers for purchasing meals and refreshments, free of charge and appropriate to the relevant mealtime and the length of the waiting period;

  • Communication facilities or channels, such as telephone or email, free of charge as necessary and appropriate; and

  • Compensation of THB 1,200 per passenger, payable by Thai Airways immediately once the flight delay exceeds five hours.

    Thai Airways may offer travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit instead of cash compensation. The alternative benefit must have a value of at least THB 1,200.

  • If you do not wish to continue your journey, Thai Airways will offer you the following options:
  1. Fare Refund
    You may receive a full refund of the fare and other charges collected for the entire journey or for the unused portion of the journey.

    Alternatively, you may receive travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit in place of the fare and other charges, subject to the terms specified by Thai Airways. 

  2. Rebooking
    You may be rebooked to the destination specified on your ticket, or to another nearby destination, at the earliest opportunity on the same day, the following day, or another date chosen by you, subject to seat availability and at no additional charge.

    If the fare and other charges for the replacement flight are lower than the amount you paid, Thai Airways will refund the difference.

    If Thai Airways offers a flight to another airport near your original destination, Thai Airways will also bear the cost of transportation from the alternative airport to your original destination airport.

  3. Alternative Transportation
    If Thai Airways is able to arrange alternative transportation, you may choose an appropriate alternative means of transportation to the destination specified on your ticket, or to another nearby destination of your choice, at the earliest opportunity and at no additional charge.

    If the cost of the alternative transportation is lower than the fare and other charges you paid, Thai Airways will refund the difference.
1.2 International Flights Departing from Thailand

You are entitled to:

  • Meals and refreshments, or vouchers for purchasing meals and refreshments, free of charge and appropriate to the relevant mealtime and the length of the waiting period; and

  • Communication facilities or channels, such as telephone or email, free of charge as necessary and appropriate.

You are entitled to:

  • Meals and refreshments, or vouchers for purchasing meals and refreshments, free of charge and appropriate to the relevant mealtime and the length of the waiting period;

  • Communication facilities or channels, such as telephone or email, free of charge as necessary and appropriate;

  • Hotel accommodation for one or more nights, free of charge as necessary and appropriate;

  • Round-trip transportation between the airport and the accommodation, free of charge; and

  • Compensation of THB 1,500 per passenger, payable by Thai Airways within 14 days from the date of the flight delay. Entitlement to compensation is subject to the conditions and exceptions under applicable law.

    Thai Airways may offer travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit instead of cash compensation. The alternative benefit must have a value of at least THB 1,500.

  • If you do not wish to continue your journey, you may choose either a full refund of the fare and other charges collected for the entire journey or for the unused portion of the journey; or travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit in place of the fare and other charges, subject to the terms specified by Thai Airways.

You are entitled to:

  • Meals and refreshments, or vouchers for purchasing meals and refreshments, free of charge and appropriate to the relevant mealtime and the length of the waiting period;

  • Communication facilities or channels, such as telephone or email, free of charge as necessary and appropriate;

  • Hotel accommodation for one or more nights, free of charge as necessary and appropriate;

  • Round-trip transportation between the airport and the accommodation, free of charge; and

  • Compensation based on the flight distance, as follows:

    • THB 2,000 per passenger for a flight of 1,500 kilometres or less;

    • THB 3,500 per passenger for a flight of more than 1,500 kilometres but not more than 3,500 kilometres; or

    • THB 4,500 per passenger for a flight of more than 3,500 kilometres.

Thai Airways will pay the compensation within 14 days from the date of the flight delay. Entitlement to compensation is subject to the conditions and exceptions under applicable law.

Thai Airways may offer travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit instead of cash compensation, subject to the terms specified by Thai Airways. The alternative benefit must have a value of not less than the cash compensation to which you are entitled based on the flight distance.

  • If you do not wish to continue your journey, Thai Airways will offer you the following options:
     
  1. Fare Refund
    You may receive a full refund of the fare and other charges collected for the entire journey or for the unused portion of the journey.

    Alternatively, you may receive travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit in place of the fare and other charges, subject to the terms specified by Thai Airways.

  2. Rebooking
    You may be rebooked to the destination specified on your ticket, or to another nearby destination, at the earliest opportunity on the same day, the following day, or another date chosen by you, subject to seat availability and at no additional charge.

    If the fare and other charges for the replacement flight are lower than the amount you paid, Thai Airways will refund the difference.

    If Thai Airways offers a flight to another airport near your original destination, Thai Airways will also bear the cost of transportation from the alternative airport to your original destination airport.

  3. Alternative Transportation
    If Thai Airways is able to arrange alternative transportation, you may choose an appropriate alternative means of transportation to the destination specified on your ticket, or to another nearby destination of your choice, at the earliest opportunity and at no additional charge.

    If the cost of the alternative transportation is lower than the fare and other charges you paid, Thai Airways will refund the difference.

2. Delay While Passengers Remain on Board

The rights in this section apply to both “domestic flights” and “international flights departing from Thailand” where the aircraft remains on the ground and you remain on board.

While you are waiting on board, Thai Airways will provide:

  • Appropriate ventilation and cabin temperature, together with access to lavatories; and

  • Assistance to enable passengers requiring urgent medical care to obtain such care as quickly as reasonably practicable.

If the delay exceeds three hours and no take-off time has been set, Thai Airways will allow passengers to disembark, unless disembarkation may affect safety, security or air traffic management.

In addition to the rights under this section, you continue to have the other rights applicable to your flight type and the length of the delay. Please see “section 1.1 Domestic Flights”, or “section 1.2 International Flights Departing from Thailand”, as applicable.

3. Flight Cancellations

You are entitled to:

  • Meals and refreshments, or vouchers for purchasing meals and refreshments, free of charge and appropriate to the relevant mealtime and the length of the waiting period;

  • Communication facilities or channels, such as telephone or email, free of charge as necessary and appropriate;

  • If the replacement flight is scheduled to depart more than one day after the original scheduled departure time:

    • hotel accommodation for one or more nights, free of charge as necessary and appropriate; and

    • transportation between the airport and the accommodation, free of charge; and
       
  • Compensation of THB 1,500 per passenger, payable by Thai Airways immediately upon the flight cancellation. Entitlement to compensation is subject to the conditions and exceptions under applicable law.

    Thai Airways may offer travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit instead of cash compensation. The alternative benefit must have a value of at least THB 1,500 and will be subject to the terms specified by Thai Airways.

  • You may choose one of the following options:
  1. Fare Refund
    You may receive a full refund of the fare and other charges collected for the entire journey or for the unused portion of the journey.

    Alternatively, you may receive travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit in place of the fare and other charges, subject to the terms specified by Thai Airways.

  2. Rebooking
    You may be rebooked to the destination specified on your ticket, or to another nearby destination, at the earliest opportunity on the same day, the following day, or another date chosen by you, subject to seat availability and at no additional charge.

    If the fare and other charges for the replacement flight are lower than the amount you paid, Thai Airways will refund the difference.

    If Thai Airways offers a flight to another airport near your original destination, Thai Airways will also bear the cost of transportation from the alternative airport to your original destination airport.

  3. Alternative Transportation
    If Thai Airways is able to arrange alternative transportation, you may choose an appropriate alternative means of transportation to the destination specified on your ticket, or to another nearby destination of your choice, at the earliest opportunity and at no additional charge.

    If the cost of the alternative transportation is lower than the fare and other charges you paid, Thai Airways will refund the difference.

When You May Not Be Entitled to Compensation

You may not be entitled to compensation if any one of the following applies:

  1. Thai Airways informed you of the flight cancellation and the alternative travel arrangements at least three days before the scheduled departure time;

  2. Thai Airways informed you of the flight cancellation less than three days before the scheduled departure time but offered you an alternative flight that:

    • departs no more than three hours before or after the original scheduled departure time; and

    • arrives at the destination no more than three hours before or after the original scheduled arrival time; or
       
  3. The flight cancellation resulted from extraordinary circumstances that could not have been avoided, even if Thai Airways had taken all reasonable measures.

    Examples of extraordinary circumstances may include natural disasters, severe weather conditions, strikes, airport closures, security risks or unexpected flight-safety shortcomings. Whether an event constitutes an extraordinary circumstance must be assessed based on the facts and applicable legal conditions in each case.

You are entitled to:

  • Meals and refreshments, or vouchers for purchasing meals and refreshments, free of charge and appropriate to the relevant mealtime and the length of the waiting period;

  • Communication facilities or channels, such as telephone or email, free of charge as necessary and appropriate;

  • If the replacement flight is scheduled to depart more than one day after the original scheduled departure time:

    • hotel accommodation for one or more nights, free of charge as necessary and appropriate; and

    • transportation between the airport and the accommodation, free of charge; and
       
  • Compensation based on the flight distance, as follows:

    • THB 2,000 per passenger for a flight of 1,500 kilometres or less;

    • THB 3,500 per passenger for a flight of more than 1,500 kilometres but not more than 3,500 kilometres; or

    • THB 4,500 per passenger for a flight of more than 3,500 kilometres.

Thai Airways will pay the compensation within 14 days from the date of the flight cancellation. Entitlement to compensation is subject to the conditions and exceptions under applicable law.

Thai Airways may offer travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit instead of cash compensation. The alternative benefit must have a value of not less than the cash compensation to which you are entitled based on the flight distance and will be subject to the terms specified by Thai Airways.

  • You may choose one of the following options:
  1. Fare Refund
    You may receive a full refund of the fare and other charges collected for the entire journey or for the unused portion of the journey.

    Alternatively, you may receive travel credit for a future journey, a travel voucher, frequent-flyer miles or another benefit in place of the fare and other charges, subject to the terms specified by Thai Airways.

  2. Rebooking
    You may be rebooked to the destination specified on your ticket, or to another nearby destination, at the earliest opportunity on the same day, the following day, or another date chosen by you, subject to seat availability and at no additional charge.

    If the fare and other charges for the replacement flight are lower than the amount you paid, Thai Airways will refund the difference.

    If Thai Airways offers a flight to another airport near your original destination, Thai Airways will also bear the cost of transportation from the alternative airport to your original destination airport.

  3. Alternative Transportation
    If Thai Airways is able to arrange alternative transportation, you may choose an appropriate alternative means of transportation to the destination specified on your ticket, or to another nearby destination of your choice, at the earliest opportunity and at no additional charge.

    If the cost of the alternative transportation is lower than the fare and other charges you paid, Thai Airways will refund the difference.

When You May Not Be Entitled to Compensation

You may not be entitled to compensation if any one of the following applies:

  1. Thai Airways informed you of the flight cancellation and the alternative travel arrangements at least seven days before the scheduled departure time;

  2. Thai Airways informed you of the flight cancellation less than seven days before the scheduled departure time but offered you an alternative flight that:

    • departs no more than three hours before or after the original scheduled departure time; and

    • arrives at the destination no more than three hours before or after the original scheduled arrival time; or
       
  3. The flight cancellation resulted from extraordinary circumstances that could not have been avoided, even if Thai Airways had taken all reasonable measures.

    Examples of extraordinary circumstances may include natural disasters, severe weather conditions, strikes, airport closures, security risks or unexpected flight-safety shortcomings. Whether an event constitutes an extraordinary circumstance must be assessed based on the facts and applicable legal conditions in each case.

4. Denied Boarding

If the number of passengers exceeds the number of available seats on a flight, Thai Airways will first ask for volunteers to surrender their reservations in exchange for benefits and subject to the terms agreed between the passengers and Thai Airways.

How to Request a Refund

If you are entitled to and wish to request a refund, please select “Help and Support”, followed by “Flight Disruption”, and submit your request together with the relevant supporting documents.

Once Thai Airways or its representative has received the completed form and all required supporting documents, the refund will be processed within the following periods:

  • Within 14 days for a ticket paid for in cash;

  • Within 45 days for a ticket paid for by credit card; or

  • Within 60 days for a ticket purchased from an authorized Thai Airways agent.

If you agree to receive another benefit instead of a refund, such as travel credit for a future journey, a travel voucher or frequent-flyer miles, Thai Airways will provide the alternative benefit within seven days from the date on which it receives the completed form and all required supporting documents.

Enquiries and Complaints

If you have any questions about your passenger rights, or wish to make a complaint that Thai Airways, its personnel or a relevant service provider has failed to comply with applicable laws or regulations, you may contact or submit a complaint to the Civil Aviation Authority of Thailand (CAAT) through the CAAT complaint portal.

You may review the full text of Civil Aviation Board Regulation No. 101 on Measures to Protect the Rights of Passengers on Scheduled Domestic and International Flights.