Passenger complained about Thai Airways: what the airline did

The Civil Aviation Authority of Thailand (CAAT) met with Thai Airways on December 8 after a passenger complained on a social media site. It turned out that Thai Airways had updated its business model rather than deceived the customer.

According to Thaiger, the updated service is now aligned with business class services. It includes such amenities as 40 kilograms of luggage, check-in services, access to airport lounges, and onboard meals. At the same time, the seats remained in economy class, and the middle seat was left free for the convenience of passengers. That is, business class services, but the seats are actually in economy. This often confuses customers and they confuse the classes. Moreover, the company did not inform about the details of the flight and its service.

After receiving the complaint, Thai Airways contacted the dissatisfied customer to offer a solution. The airline also checked the passengers who had purchased Silk Class tickets since October 15 and found that this only applies to those who bought tickets before December 31. Thai Airways will contact them to provide all the necessary information.

For future flights, Thai Airways will clarify the information when booking the ticket so that there is no confusion.

Therefore, if you are not satisfied with the flight or have any questions regarding the services, you have the right to receive all the necessary information from an official representative of the company.