Thai Airways International Customer Service Plan For scheduled passenger service to/from the United States

Offering the Lowest Available Fare.
THAI commits to offer the lowest publicly available fare for the requested date, flight and cabin class to our customers at airport ticket counters, city ticket offices, at our websites, and through our telephone reservation and Contact service centers. If a lower fare offered by THAI is available elsewhere, we will disclose that information to the inquiring customer.

Notifying consumers of known delays, cancellations, and diversions.
Flight delays may occur due to unforeseen reasons. If such an event occurs, THAI commits to notify our customers promptly within 30 minutes for any delay of more than 30 minutes. Notices shall be made in the boarding gate area, on THAI's website, by telephone inquiry, and flight status displays at the airport and other flight notification available from THAI.

Timely Delivery of Baggage.
THAI commits to make every reasonable effort to return any mishandled (delayed) baggage within 24 hours. Customers must report any missing baggage upon arrival and in writing in order for THAI to commence baggage tracking. If you have expenses because of baggage delay and are eligible to receive compensation, we will compensate you for reasonable and necessary out-of-pocket expenses. In such case please keep your receipts and submit a written claim request to THAI.
Any fee that is charged to transport a bag that is lost shall be reimbursed (lost only, not delayed).

Holding Reservations.
For reservations made 7 days or more prior to departure, THAI will allow that reservation to be held at the quoted fare without payment or cancelled without penalty for at least 24 hours after the reservation is made. If you purchased a ticket and that reservation includes at least one flight to/from the United States, you may cancel without service fee provided you have notified us within 24 hours of making the booking. A quoted fare amount may vary slightly due to currency exchange changes effecting foreign taxes.

Providing Prompt Ticket Refunds.
THAI commits to provide prompt refunds for eligible tickets purchased in the U.S.A once your request is received with any necessary documentation. Refunds for tickets eligible to receive a refund may be requested to THAI by sending a written notice to THAI AIRWAYS INTERNATIONAL, PASSENGER REFUNDS, SUITE #1280, 2321 ROSECRANS AVENUE, EI SEGUNDO, CA 90245. Requests may also be submitted by e-mail to
For those purchases made by cash or check, THAI will issue your refund within 20 days. For any eligible refunds purchased with a credit card, THAI will refund to the credit card issuer within 7 days of receipt of your completed request for refund.

Properly Accommodating Passengers with Disabilities and Special Needs, including during Tarmac Delays.
THAI is committed to making our aircraft and services accessible to our customers and does not discriminate against passengers on the basis of any disability. THAI complies with US DOT regulations under 14 CFR Part 382 to accommodate passengers with disabilities on air travel.

Meeting Customer's Essential Needs during Lengthy Tarmac Delays.
THAI fully complies with all U.S. Department of Transportation rules regarding lengthy tarmac delays as required. Our contingency plan in the event of such a tarmac delay is as follows:
In the event of a tarmac delay, THAI will not allow such delay to exceed 4 hours without permitting passengers to deplane for any reason unless for a safety or security related reason decided by our Captain (pilot in command) or by order of air traffic control.

Passenger Services during a Tarmac delay.
Passengers shall be notified of the delay every 30 minutes including the reasons for any delay if they are known. Beginning 30 minutes after scheduled departure time and every 30 minutes thereafter, passengers will be notified that they have the opportunity to deplane from an aircraft that is at the gate or other disembarkation area with the door open, if the opportunity to deplane actually exists.
Lavatory facilities will be operable and available to passengers during any such ground delay, and adequate medical attention will be provided if needed.
Water and food or snacks will be made available within 2 hours of any delay on the tarmac.
THAI will make every reasonable effort to ensure our passengers comfort and care during a tarmac delay provided safety and security conditions allow it.

Handling Passengers Fairly and Consistently in the event of Oversales.
Oversales situations may occur occasionally due to safety such as aircraft weight limits, substituting a smaller aircraft than originally scheduled or because more customers check in than seats are available to board. In these cases, we pledge to treat our customers fairly and to communicate openly the options available to them.
No one shall be denied boarding until volunteers are first asked to give up their confirmed seats in exchange for some compensation with travel at a later time or date.
If there are not enough volunteers available to meet all passengers checking in, then we may deny boarding involuntarily to passengers based upon special needs, time of check-in, product purchased, frequent flyer status, and/or ease of re-accommodation.
THAI will communicate to any passenger who is denied boarding what eligible compensation and/or transportation on alternate flights may be available to them.

Cancellation Policies, Frequent Flyer rules, Aircraft seating configuration and Lavatory availability disclosure.
THAI is committed to providing our customers with the information they need to enhance their travel experience. Whether you contact THAI by phone reservation or visit us online at our website we will communicate clearly and provide the following information:
Cancellation Policies. When purchasing your ticket on the web, you may find the relevant cancellation policy to your ticket under the fare rules. If you are purchasing a ticket from our telephone reservation agent, we will fully disclose all cancellation policies at that time. If you have an existing ticket you may contact us for any clarification or questions on cancellation policies.
Frequent Flyer Rules. Our Royal Orchid Plus member rules and conditions are posted online at:
Our aircraft seating and lavatory availability can be found on our website at Our telephone reservations agents may also provide you with our seat and lavatory availability upon your request.

Notifying Customers of Changes to their Travel Itinerary.
When itinerary changes occur due to changes of scheduled service, aircraft or any other reason, THAI shall make our best effort to contact and notify the passenger at the contact phone or e-mail provided in a timely manner.

Ensuring Responsiveness to Customer Problems.
THAI is committed to responding to all customer problems. THAI will acknowledge receipt of each customer complaint within 30 days of receiving the complaint and a substantive response will be provided within 60 days of receiving the complaint.

  • Complaints should include as much detail as possible regarding the flight. Please include your ticket number, flight numbers with city pairs and dates of travel along with traveler names and your full mailing address.

  • Complaints should be forwarded by mail or online as follows:

    1) Residents of USA, Canada & the Americas ONLY, please forward to

    2) Other complaints, please forward to

  • Or by mail to:





    EI SEGUNDO, CA 90245, U.S.A

    Aviation Consumer Protection Division, U.S. Department of Transportation contacts:

    Website :

  • Mailing address:

    Aviation Consumer Protection Division, C-75

    U.S. Department of Transportation

    1200 New Jersey Ave, S.E.

    Washington, D.C. 20590

  • Mitigating Services for Passenger Inconvenience.

  • THAI is committed to providing the best customer service possible. We pledge to take steps and make our best reasonable effort to reduce any inconvenience to you.

  • THAI will attempt to contact you, via contact information provided in your reservation about cancellations when the event is known at least 24 hours before departure, averting a frustrating trip to the airport. As always, our flight information is available online and by contacting our telephone reservations.

    For delays, THAI may provide our customers with meal allowances and hotel accommodations, based on availability, if you are inconvenienced overnight while away from your home or destination due to a delay, misconnect, or cancellation within THAI's control.

    Please see your Contract of Carriage or our Ticket Terms and Conditions on our website for your contractual rights and obligations associated with your tickets. As always, if you have any questions, please contact THAI.