28 March 2020
In light of the recent developments with regards to the COVID-19 outbreak worldwide, THAI’s continuous focus is assisting our valued passengers during this challenging time.
We appreciate that passengers may have a lot of questions about governmental measures and changes to bookings. We are trying our best to respond to all queries, but all our teams are extremely busy at present which has greatly affected our response time.
Please note that due to the very high volume of calls we are receiving, we had to make the difficult decision of closing our phones lines in the UK and we will be responding to queries via email only in order to prioritise and assist passengers with urgent requests first.
If you need to reach our Reservations team, please email email@example.com and the team will get back to you as soon as possible.
1. Flight Operations
o Please follow this link for our latest flights suspension announcement
o Passengers are encouraged to check the status of their booking by logging in to the ‘My booking’ section of our website
o If your flight to/from London is cancelled, you or your travel agent (if you booked through one), will be notified. We are reacommodating passengers on earlier or later flights:
If you booked through a travel agent, you will need to contact them directly for assistance
If you booked through our website and you are satisfied with the alternative we have offered, please send us an email at firstname.lastname@example.org with your Airline Booking Reference, and we will email your new, confirmed itinerary
If you are unhappy with the alternative flights we have offered, please email our Reservations team at email@example.com with your Airline Booking Reference and our team will get back to you as soon as possible
o We request that all passengers keep their contact details up-to-date through the ‘My Booking’ section of the website
2. Questions and queries on Social Media
o Due to the number of private messages we are currently receiving, we will not be responding to comments on posts . If you have a question, please contact us via private message on Facebook, Twitter or Instagram so we can assist you better
o We will endeavour to respond to all private messages on social media within 24 hours
o We appreciate this is a challenging time for passengers and we are doing all we can to assist you, but our teams have the right to work without feeling threatened, so we kindly ask you to be kind and to moderate the use of language when contacting us. We will automatically ban any passengers who contact us on social media and use foul or threatening language. We appreciate your understanding.
3. Rebooking / Rerouting / Validity Extension / Travel Vouchers / Refunds
Our Reservations teams are receiving an extremely high volume of calls and emails, which means that the response and waiting time is much longer than usual. We kindly ask you for your cooperation with the following:
o A list of options available to passengers is available here
o If you booked through a travel agent, you will need to contact them directly for any changes. We regret to inform you that we cannot action bookings made through travel agents as as THAI is acted as the carrier and NOT the contracted partner
o If you booked through our website, in order to assist passengers with imminent travel plans, please only contact our Reservations team at firstname.lastname@example.org if your flight is scheduled within the next 72 hours
o We will prioritise passengers with flights scheduled in the next 72 hours, so please refrain from contacting our Reservations teams if you are travelling after this
4. Travel Information and restrictions
We urge passengers to keep abreast of the restrictions in place for their final destination and/or transit. The following sources provide useful information:
o IATA, the International Air Transport Association has collated all available information on travel restrictions and governmental measures. This can be found here
o For information about governmental measures in Thailand, passengers can also refer to this page
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