Thai Airways International has approved compensation measures for passengers affected by flight delays, cancellations and delayed baggage caused by heavy rain and flooding between Sept 26 and 30.
The airline’s board of directors approved compensation for the three categories on Saturday.
Compensation will be assessed on a case-by-case basis, taking into account the specific circumstances and actual damages incurred, in accordance with applicable laws and regulations, the national carrier said in a statement.
Heavy rain that inundated Bangkok and surrounding areas from the night of Sept 25, followed by severe flooding on the following days, left the airline short of frontline staff.
About 200 THAI employees were unable to report for work because flooding prevented them from travelling to their workplaces. Although hundreds of military personnel were subsequently mobilised to assist with operations, a shortage of staff trained in baggage handling continued to cause disruption.
At the peak of the crisis there were 25,000 stranded bags piled up at Suvarnabhumi Airport, while over 200 flights were cancelled. The result was a major hit to the international image of the airline and the country, commentators said.
Delays in activating emergency procedures and the failure to promptly mobilise reserve personnel later prompted the airline’s board to suspend chief executive Chai Eamsiri.
How to claim compensation
Passengers affected by flight delays or cancellations can submit compensation claims and request supporting documents for insurance claims through THAI’s Request Flight Disruption website.
“For passengers submitting compensation claims, THAI will expedite the review process and contact them as soon as possible to communicate the outcome of their claims,” the announcement said.
Passengers can also submit compensation claims in person at the Customer Care Centre on the first floor of Building 3 at the THAI head office on Vibhavadi Rangsit Road in Bangkok.
The centre is open daily, including weekends and public holidays, from 8.30am to 4pm. Staff are available to provide guidance and assistance throughout the claims process, it said.
(Photo: Thai Airways International)