Thai Airways

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 1054 reviews
6/10
4 star Skytrax Rating
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2/10

“Unresponsive Customer Service Team”

(India)

Trip Verified | We flew Thai Airways from Mumbai to Bangkok and back on 24-Oct & 04-Nov-2024 respectively. While it is a typical, average airline with no differentiator per se, there are several things which left us unsatisfied. The planes offered for both the sectors were old with archaic entertainment systems. While checking in at Mumbai, the person at the desk told us that the screen for the aisle seat was not working. On our return journey too, the one at the aile seat was not working; and this time, no one informed us too. The system at the other two seats was also acting crazy owing to which we dropped the idea of watching anything after a substantial amount of struggle. The boarding process at the Mumbai airport was extremely chaotic & stressful, and this was solely due to the airlines staff. Unresponsive Customer Service Team: Around a fortnight before our departure, we found ourselves in a situation where we might have to cancel our travel. While booking our tickets on the Thai Airways site, I had glanced over the cancellation terms & charges. When our travel came in jeopardy, I again visited their site to understand the cancellation charges. I realised that neither were the cancellation charges & terms shown on the site nor was there a provision for online cancellation like all other airlines. I learnt that we had to write to [email protected], which I did. Despite my email and follow-up, no one ever responded. Meanwhile our trip got confirmed again and hence the issue got dropped. Overall, there are many better airlines to fly than Thai Airways.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBangkok to Mumbai
Date FlownNovember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Absolutely AWFUL service"

(United Kingdom)

Trip Verified | DO NOT FLY THAI AIRWAYS - left me and my family stranded at 28 weeks pregnant. Refused to fly me without a fit to fly certificate even though I produced all the documentation they required and was not asked for this info prior. Arrived at the airport with three hours to spare. Their policy states that after 28 weeks they need to see proof of due date and that it’s a singleton pregnancy - provided that information but they then kept changing their minds over what information they needed to see, wasting hours on the phone to each other. Whilst I, my three and five year old grew increasingly concerned that we would miss the flight. They then made me go to the hospital medic and pay for an examination and certificate, which confirmed I was fit to fly, by this point they told me we had missed our flight and that we couldn’t get another flight for another 6 days and that we would have to pay another £800 to take. Absolutely AWFUL service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBangkok to London
Date FlownOctober 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

“deterioration of standards”

(Hong Kong)

Trip Verified | SIN to HKG via BKK, first on an A350 followed by a B777. Thai Airways International is an airline that I have been flying for the past 25 years and is therefore close to heart, and unfortunately it's deterioration of standards have got to the point that it is glaring and apparent. Even before stepping onboard the aircraft, I tried to do online check-in, but when I tried to download the mobile boarding pass it only showed me an error page multiple times so I had to get the physical boarding pass at the counter. My flight on 9 Oct TG408 according to flightradar24, (only departed at 1953 and arrived at 2052hrs), despite being scheduled for an 1815 departure. The aircraft, HS-THR, prior to the flight to Singapore, did a rotation to Seoul Incheon (TG 656 & TG657), and the SCHEDULED ARRIVAL time at Bangkok Suvarnabhumi from Seoul Incheon was 1410hrs despite the SCHEDULED DEPARTURE time to Singapore being 1350hrs on the outbound flight (TG407). This means that the aircraft had ABSOLUTELY NO WAY of being on time for the TG407 & TG408 rotation because IT WAS ALREADY ROSTERED TO BE LATE. The on-time performance of the past week's TG408 flights according to flight tracking data, has been pathetically dismal. This flight was delayed by 75 min, but I have experienced a 12-hour delay when flying with them in 2022, on a 2-hour flight. Once onboard the aircraft, the wonderful service begins. The warmth of the cabin crew and their sincerity was felt almost instantly. The FAs were also courteous and professional. Food was average though. Despite the new aircraft (A350 & B787), the IFE system is still the same ones as those used on their older aircraft like the 777. The IFE system across the Boeing 777-300ER fleet appears to be at least 15 years old, has screens that are lagging terribly and are serious need of an overhaul. The ones on the A350 work fine though. Legroom/seat pitch is acceptable and decent without being generous or luxurious. The 777s had a footrest that was more of a hindrance rather than a help. In spite of its aged interior, the cabin appeared to be cleaned and sanitized well. Despite the warm touch from the cabin crew and their best efforts, Thai Airways is a serious letdown thanks to the poor management that is in charge of the scheduling and rostering of its aircraft. What used to be SouthEast Asia's second-best airline and second-largest fleet is now in shambles.
AircraftA350-900 & Boeing 777-300ER
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSingapore to Hong Kong via Bangkok Suvarnabhumi
Date FlownOctober 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

“flight attendants were polite”

(United Kingdom)

Trip Verified | My ticket was bought by an agency and I found myself in a window seat, whereas I wanted the aisle. When I tried to change the seat, Thai showed economy as full, apart from a handful of mid-row seats. The agency wouldn't do anything. I checked the seating chart regularly online. To my surprise, two-to-three days before the flight, it suddenly showed the plane was more than half empty, and I was able to change my seat. The same thing happened on the way back. The load factor in each direction was perhaps 30% to 40% and I was able to get three seats to myself. It's the first time I've flown long-haul economy on Thai for more than 30 years and it was OK. The food wasn't bad and the flight attendants were polite. The IFE screens were small and unresponsive, but that hardly mattered as I didn't find anything I wanted to watch, other than one episode of a decade-old series in which a friend appeared. Overall, I'm positive about the flight, and about Thai.
AircraftBoeing 777-300er
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLondon to Bangkok
Date FlownOctober 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

“ground staff made the experience special”

(United Kingdom)

Trip Verified | I booked my ticket from Chiang Mai to Bangkok to connect with an earlier booking from Bangkok to London, leaving myself two hours to make the connection at Suvarnabhumi. I'd no checked baggage so I figured that should be enough time, but was still a bit worried. When my flight from Chiang Mai was delayed, I checked with a Thai staffer. He stamped my domestic boarding pass as international, walked me to international departures, took me to the front of a long queue at security and ensured that I made it to the right gate. He could not have been more helpful. The flight was fine, but it was the ground staff at Chiang Mai that made the experience special (But anyone else in my position should sort this out before flying! If you had to exit domestic and go through immigration/security at Suvarnabhumi, that might be rather time-consuming.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteChiang Mai to Bangkok via London
Date FlownOctober 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"shocker was the excess baggage fee"

(Australia)

Trip Verified | I flew Kolkota to Sydney via Bangkok on 29 September 2024. All things about the flight were good or on par comparative to other airlines. The leg Kolkota to Bangkok was on an old plane which meant my economy seat was more spacious than the seats economy passengers get on new planes. The shocker was the excess baggage fee I had to pay. My excess was 7kg for which I was billed $600 to pay at checkin. Is this the industry standard? It was effectively almost the same as the original one way airfare. The other perplexing thing was I was not able to use the Amex card I had purchased my ticket with. Incomprehensibly I was told Thai Airlines does not accept American Express. Clearly this was a lie. What is this outfit up to? I felt like I was being scammed.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKolkata to Sydney via Bangkok
Date FlownSeptember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"obviously no upgrade"

(United States)

Trip Verified |   Being Star Alliance Gold, Premier 1K doesn't get you anything. I had to book last minute. Economy only available so obviously no upgrade. They wouldn't let me sit in the exit row or bulkhead because I had to pay extra. You'd think my status on a partner airline would get perks.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTokyo to Bangkok
Date FlownSeptember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

“meal served was very delicious”

(Thailand)

Trip Verified | We flew back from Sapporo to Bangkok by Thai Aiways instead due to some problem with ANA on return flight. The check-in and boarding was very smooth and systematic. The seat was quite comfortable. The air crew were very nice and friendly. The meal they served was very delicious (main meal - Thai fried rice with spicy chicken/Japanese rice with pork, light meal - chicken carbonara bun). We were also served with snack and a couple bottles of water during flight. The flight arrived a little late due to raining at Bangkok airport. Smooth and excellent flight.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNw Chitose (Sapporo) to Bangkok
Date FlownSeptember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"both flight was very good"

(Thailand)

Trip Verified | I flew with Thai Airways again, this time with my family for Australia trip. We flew from Bangkok to Sydney with A350-900 which was quite comfortable. The check-in and boarding was smooth and the plane leave on time. Air crew on board were nice and friendly,. Ther service was fast and efficient. We were served 2 meals which taste quite good. They also served us snack and fruits between the meal. We arrived on time and it was a pleasant journey. On the way back to Bangkok, we flew from Melbourne with Airbus A350-900 as well. The check-in and boarding was smooth and fast. The plane leave on time. The service by young male and female crew who took care our section was excellent. A lot of smile with nice and polite mannner. They served us 2 meals and the food may not as good as the flight to Sydney (particular Thai dish) but it was OK. The crew also served us biscuit and cheese with Banana and apple between 2 meals and also a couple bottles of mineral water which made us quite pleasant. The flight arrived about 30 minutes ahead of schedule. Overall, both flight was very good with excellent service.
AircraftA350-900
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBangkok to Sydney
Date FlownAugust 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"a very good experience"

(Thailand)

Trip Verified | We had a very good experience with Thai Airways staff during our trip from Bangkok to Chiangmai (TG 164). My wife had accident before flight and was unable to walk normally. During check-in at Suvarnabhumi airport, the young male staff at check-in counter was very kind and helpful. He tried to find the front row seat to move my wife from the back row seat but was unable to do so because the flight was fully booked. Therefore, he arranged wheelchair service for my wife to the gate. Unfortunately, this flight would depart from bus gate not normal gate with Jet bridge and my wife was unable to walk up by stair to airplane. Thai Airways staff at the gate were very helpful and kind enough to prepare the Lift bus to take my wife to the plane’s side door and also prepare special wheelchair that can move in aisle of the plane as we were seat in Row 54. The cabin staff were very attentive and helpful as well. The flight was good, arrived a little late due to heavy traffic at airport of departure. The service by cabin staff was very good and friendly indeed. They served us with snack (green curry bun - very tasty) and a bottle of mineral water. We really appreciated excellent service by Thai Airways staff both ground and flight crew.
AircraftA320-200
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBangkok to Chiangmai
Date FlownAugust 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes