✅ Trip Verified
| Lahore to Hanoi via Bangkok in May 2018. After having checked in for my flight from Lahore to Bangkok, I was waiting at the gate for the departure. Shortly before the scheduled departure time of 11:40pm an announcement was made informing passengers that the flight departure time had been delayed until 1:30am. At this time no explanation was given as to why this was happening (or if it was it wasn’t communicated in English). After the announcement I spoke to a Thai ground staff member and she told me that the flight had been delayed due to bad weather and had been rerouted to Amritsar, India. I understand that adverse weather occurs from time to time and that all airlines are governed by strict rules regarding how many hours the pilot and cabin crew are allowed to fly. I was however angry and disappointed at how the situation was handled by ground staff. Updates in the form of passenger announcements were minimal. Instead passengers had to search for Thai representatives to find out what was going on. Information was inconsistent and misleading: the plane was delayed due to bad weather; we would be leaving soon; we would not be leaving soon; the plane was delayed due a technical issue; the plan was delayed due to administrative problems in Amritsar. The lack of accurate information just added to the feelings of uncertainty and confusion. The main Thai Airways representative dealing with the situation was out of his depth. At many times during the evening he was surrounded by a mob of angry and confused passengers desperate to know what was going on. The representative tried to maintain his composure but at times raised his voice, including at me, this was extremely unprofessional. The real problems began when the flight was eventually cancelled, and the airline begrudgingly arranged accommodation for the passengers. There was no clear procedure, and nobody knew what was going on. Thai Airways took a situation that was very stressful and made it even more so. There was no clear procedure. Instead staff were constantly on their mobile phones telling customers to “wait a few minutes.” This continued for a couple of hours. Ironically it was the passengers, not the Thai Airways staff, who were most supportive of each other. Everyone was so confused. It really was survival of the fittest. People didn’t know where to go, and some instances gave up altogether. This chaos could have been so easily curtailed in so many ways: information on the loudspeaker system; a point person to explain the procedure; staff holding signs. In all my many years of travelling this was by far the worst experience. It was one of the worst nights of my life.