New flight delay and cancellation law takes effect in Thailand
BANGKOK - The Civil Aviation Authority of Thailand (Caat) has announced new passenger protection regulations under Civil Aviation Board Notification No. 101, which are designed to enhance the rights of passengers on both domestic and international scheduled flights.
Under the new regulations, airlines must provide support and compensation for international flight delays or cancellations without prior notice, especially when passengers have already arrived at the airport.
For delays over 2 hours
Airlines must offer complimentary food and beverages or coupons appropriate to the time of day and length of the delay.
Airlines must provide free communication tools, such as access to phone calls or e-mail.
For delays over 5 hours
In addition to the above, airlines must:
Compensate passengers with 1,500 baht (S$58) in cash, or an equivalent in credit shells, travel vouchers, frequent flyer miles, or other forms of equal value, within 14 days of the incident.
Provide accommodation and transfers if an overnight stay is required.
Offer passengers the option to cancel their journey and receive a full refund, or alternative forms of compensation such as travel credit or vouchers.
For delays over 10 hours
Airlines are required to provide the same support given for delays exceeding five hours.
However, the cash compensation or compensation in alternative forms will be increased based on flight distance as follows:
2,000 baht for flights not exceeding 1,500km.
3,500 baht for flights between 1,500km and 3,500km.
4,500 baht for flights over 3,500km.
In case of international flight cancellations or denied boarding
Passengers are entitled to the same level of compensation given for delays exceeding 10 hours.
However, this does not apply if the airline has notified passengers at least seven days in advance, or if the airline has given notice within seven days but offers an alternative flight departing within three hours of the original time, or if the cancellation is due to unforeseeable and unavoidable circumstances despite the airline having taken appropriate measures.
Updated compensation for domestic flights
The compensation for passengers has also increased for domestic flight issues:
For delays over five hours: 1,200 baht, up from 600 baht.
For cancellations: 1,500 baht, up from 1,200 baht.
Airlines may also offer credit shells, travel vouchers, or mileage points instead of cash, provided they are of equal or greater value. These do not apply in force majeure or unavoidable situations.
Tarmac delay protections
For delays where passengers are kept on the aircraft while it is still on the ground, airlines must:
Provide adequate ventilation, temperature control, access to lavatories and urgent medical care if needed.
Allow passengers to disembark if the delay exceeds three hours without a confirmed take-off time, unless doing so poses a safety or air traffic control risk.
The Caat emphasises that Notification No. 101 marks a significant step in raising passenger protection standards in Thailand's aviation industry.
The authority will work closely with airlines and the public to ensure awareness and compliance for the benefit of all travellers. THE NATION/ASIA NEWS NETWORK
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