Thai Airways International Reviews 381

We had a very disappointing experience with Thai Airways, not because of a single rule, but because of a complete lack of customer accessibility when it mattered most.

Due to severe weather conditions during our trip in Thailand, we needed to adjust our travel plans and therefore did not use a domestic Krabi–Bangkok flight. Before making this decision, we made extensive attempts to contact Thai Airways:
– Phone calls to both Danish and international offices (no connection to an agent)
– Attempts via the Thai Airways app
– Attempts via the LINE contact system referenced in the app

In practice, it was impossible to reach Thai Airways.

As a result of missing this domestic segment, our long-haul return flight Bangkok–Copenhagen was automatically cancelled without our knowledge. At the airport, we were forced to pay a significant additional amount to reissue the ticket for the same flight.

We have since submitted a formal complaint, explaining the circumstances and the lack of customer access, but responses have been slow and unhelpful, referring only to fare rules without addressing the service failure.

We understand that airlines have rules. However, when customers are genuinely unable to contact the airline, applying these rules without flexibility or goodwill feels unreasonable and unfair.

This experience has seriously undermined our trust in Thai Airways’ customer service.

I am writing to express my deep dissatisfaction with Thai Airways due to the appalling service I experienced during my flight on January 1st, arriving on January 2nd, from Copenhagen to Udon Thani. My baggage was lost, and there was a complete lack of communication throughout the entire process. I received no updates, no responses to my emails, and was given incorrect phone numbers. I was placed on hold for extended periods without any follow-up.
Eventually, I had to contact Copenhagen Airport myself and rely on my reception in Thailand to communicate in Thai with the airline before any progress was made. This has been the worst service I have ever encountered, and I will never, under any circumstances, fly with Thai Airways again.

Thai Airways cancelled my outbound Brussels–Bangkok flight on 26 November 2026 due to airport strikes. I requested a refund only for that cancelled outbound segment.

Instead, they cancelled my entire round trip — including my return flight on 10 December — without my permission and without notifying me.

I only discovered this at check-in for my flight home, when I suddenly had no booking at all.
What followed was hours of calls with customer service in both Europe and Thailand. Each office kept deflecting responsibility to the other. No one could explain:

why my return flight was cancelled without consent,

why I was never informed,

or why no re-routing was offered, even though the flight was operating normally.

Because of Thai Airways’ mistake and lack of support, I had to buy a very expensive last-minute ticket just to get home. My entire last day abroad was ruined dealing with a problem the airline caused.

To this day, Thai Airways has taken no responsibility and provided no solution.

Since neither their EU nor their Thailand office is willing to address the issue, I have now escalated the case to the Belgian Civil Aviation Authority (BCAA) under EC261/2004 and am preparing a chargeback for services not provided.

I trusted Thai Airways to get me home safely — instead, I was stranded and left to fix their error at my own cost.

Travellers deserve better than this.

The flight from Frankfurt -> Bangkok was cancelled and we had to wait 1.5 days for a replacement flight. By EU law, they are supposed to reimburse $600 but they kept refusing to answer emails, then pushed me to the USA because I am American, saying that the American office would resolve it. I held off for months, and then discovered there is NO office in the USA and have to resubmit to Germany. Who knows if I will ever get a reply. PS. I decided to look at other reviews from TrustPilot for Thai Air and sure enough, many are having the same issues as I have, with one just in the last few months also not able to get any help with EU compensation because of a badly delayed flight. The EU legal mechanism arguably should get Thai Air in line.

I have just had one of the most frustrating customer service experiences ever with Thai Airways. All I wanted was to change my flight dates. At first they quoted me €880 in fare difference and fees, which was actually more expensive than buying a brand new ticket for €660. After almost two hours on the phone they finally offered a more reasonable price of €364.

I paid through the link they sent me, only to get an email later saying I had to pay again, this time for an even higher amount, and that my first payment would be refunded. How does something like this even happen? Why send me a second, more expensive payment link after I had already paid the first one?

When I called back to sort it out, another hour and a half of my life, the agent I spoke to was shockingly unhelpful. She raised her voice at me, refused to explain the situation properly and seemed more interested in getting me off the phone than actually helping. I asked calmly several times to speak to a supervisor or someone else and every time she just said no. No solutions, no effort, she simply put me on hold until I finally gave up and hung up.

This whole experience shows a total lack of professionalism and customer care. The staff do not seem trained or empowered to actually fix problems, they just try for a quick and easy fix and move on. After this experience I will never book with Thai Airways again.

Avoid this company, they clearly do not care about their customers.

I have now been waiting five years for a refund for flights booked directly with this airline as a result of Covid.
I have a refund certificates which states I am to be refunded by the airline but todate all I get is noreply emails stating how sorry they are and that someone is on the case. I have contactd them so many times it beggars belief.
Stay away from this company as they just rip people off.

I wouldnt know where to start. The customer service just doesn't. Multiple calls and emails later - nothing has been taken care of. I continue leaving complaints via email and not receiving any responses.

I flew with Thai air on 1/7-2025 and landed in Khon Kaen on 2/7-2025 Where my suitcase had not arrived from Bangkok. They want to contact me, but Thai air never did. I called for 2 days, and we finally went to Khon Kaen airport. And the man opened the door, and my suitcase was behind it on the floor. But they did not pick up the phone or call back. I did not get a report for lost luggage, so my travel insurance will not cover my compensation, the 3 days my suitcase was missing. Can only say that the service in Thai air is poor and bad. Do not expect anything positive from their side. No matter how much they say!

The Thai Airways flight experience has plummeted like a rock in the last few years. The food has gone from great to terrible and the seatings from ok to certain travel party split up. Luckily there are other companies to chose.

I was on flight TG950 on 25th May 3025, and it was delayed by 6h+. From Bangkok to Copenhagen. We were promised compensation on mail, and I have tried to contact Thai Airways but all my emails have been ignored. I’ve even sent a complaint and that too has been ignored. I’m shocked as I’ve always flown with Thai Airways and been a loyal flyer whenever I go to Asia, I picked Thai Airways. This behavior will however make me pick another airline.
Absolutely horrible, and I don’t recommend choosing Thai Airways. If anything happens and you need to get in contact with them, you’ll be ignored. Very disappointed.

DO NOT BOOK WITH THIS FLIGHT AGENCY

I booked a trio Brussels - Bangkok and they cancelled the flight after 4 hours of delay due to technical reasons. They gave us no further communication whatsoever. I’ve flown over 30 times and never experienced such amateurism. Book another flight agency!!

Dont buy tickets from this airline company. If you for some reason can´t travel and want to cancel your ticket, it´s extremely hard and the support team shows NO understanding and still require a fee of 200 dollars even if I cancelled a week before. I offered to send document of being in hospital but they couldn´t care less.
Thai airways was once a very reputable company but not anymore.

I used to be a loyal customer of Thai Airways, frequently flying to and through Thailand. Never again. My experience with Flight TG340D in December 2024 was beyond unacceptable.

After a 16-hour delay with no real explanation, I arrived in Bangkok only to face another overnight delay with no food, no water, no hotel, no communication access, and no support. I sat on the airport floor in tears for hours with only one hour of free Wi-Fi, trying and failing to salvage my travel bookings.

Thai Airways deliberately avoided canceling the flight, so insurance wouldn’t apply and passengers couldn’t rebook on their next available flight, which they still operated on time. They exploited every loophole to dodge responsibility while we were left stranded and helpless.

Months later, they continue to refuse even the most basic reimbursement for a hotel. They have never addressed the lies, the lack of assistance, or the verbal abuse I encountered from their staff. If this had happened in the EU or US, compensation would have been legally mandated.

In April 2025, Thailand’s Civil Aviation Authority (CAAT) finally introduced new regulations guaranteeing compensation, communication access, food, and accommodation during long delays. These rights didn’t exist officially in December, but the scale and inhumanity of what happened should absolutely be addressed retroactively.

Thai Airways continues to market itself as a world-class airline and a proud member of Star Alliance. But from my experience, it’s a company that chooses evasion over empathy, image over integrity, and silence over service.

I now go out of my way to avoid flying with Thai Airways—no matter the route, no matter the cost. You should too.

I will be back. Thai Airways have amazing service. The staff are polite and serviceminded. I will use them again and again.

Old flight, nasty food, bad service onboard, bad service when calling. Stay away.

I had to cancel a flight from Manila to Hyderabad due to a change in circumstances (Booking ref 6RTY27 in case by some miracle they do read this). I followed the instructions on their website to email the cancellation and refund request to their customer service team - they didn't respond. I sent a follow-up email - they didn't respond. I've since found out that they are notorious for either not providing refunds, even though their terms state that they do or taking months, even years to actually issue it. I now find there is a Social Media Group called "Thai Airways Refund Group" with thousands of people talking about their struggles to get a refund. So unless you are absolutely certain that your trip will 100% go ahead - I would advise booking with another airline!

i have ordered a ticket trough ticket.dk with thai airways, and i missed a letter in my middle name
i talked alot with both ticket.dk and thai airways
there can be no change in the middle name and i cant get a refund, this is close to straight up scam, now i will have to order a new ticket, my familly who counts quite a few people have allways flown with thai air - NO MORE

I recommend anyone arranging private travels NOT to book flights with Thai Airways.

Should you be unfortunate and have to cancel, you are poorly treated by Thai who will not confirm your cancellation in writing (for the insurance claim) and they are not communicating to you about any refund of your money (fully or partly).

I booked and paid 4 full-prize Economy class tickets for my family from Sydney to Copenhagen with scheduled departure from Sydney on 4th January 2025. Due to unexpected surgery for one of the travelers we could not travel and cancelled our reservation more than 1 month prior to departure.
Despite having approached Thai Airways several times after cancellation I have 2 months after cancellation still not received any confirmation on the refund amount or when it will be paid. After many approaches to Thai, we only received confirmation in writing 1 month ago that they will look into it (appeared a standard text).

Other airlines we also booked with (for other legs of our trip) have refunded our money long time ago.

Excellent experience with Thai Airways. Flew from Perth WA to Chiang Mai via Bangkok, the staff were friendly and accommodating. The meals were pretty good for in flight meals (excluding that weird purple donut thing) only thing I would like more is having ingredients listed on the food as I have an intolerance.

Really bad service if they miss placed your luggage