THAI to push reforms after unsavoury pilot standoff

[webfact]

THAI to push reforms after unsavoury pilot standoff

By PHUWIT LIMVIPHUVAT 
THE NATION 

 

Dumrong Waikhani,The President of Thai Airways Worker's Union speaks at a press conference yeaterday about the Zurich -Bangkok TG971 controversy.

 

UNION SAYS PILOTS HAVE RIGHT, BUT PASSENGERS MUST BE GIVEN PRIORITY; EXECS PUSH ‘CUSTOMER IS KING’
 

THE TRADE union of Thai Airways International (THAI) has attacked two pilots for demanding first-class seats from passengers in a standoff drama that delayed an October 11 Zurich-Bangkok flight by two hours even as airline executives vowed to reform the national carrier.

 

THAI executives pledged to nurture a “Customer is King” culture, pledging to use the controversy as an opportunity to revamp operations at the national flag carrier. 

 

“The pilots were not violating any procedures by insisting that they should be given first-class seats in the 10-hour flight, but that’s not the end of the story,” president of Thai Airways Workers’ Union, Dumrong Waikhani, told a press conference yesterday.

 

THAI pilots reportedly launched a protest yesterday at the airline’s headquarters, but media were kept away. Many employees were seen dressed in black at THAI headquarters.

 

“An investigative committee will look into the controversy and they will release their results by the end of this week,” Dumrong said.

 

When asked about the pilots demanding the right to be seated in first-class, resulting in the downgrading of two passengers who had previously been upgraded from business to first class, Dumrong said they were not abusing their rights. At the same time, he suggested that under the circumstances, they were culpable for their actions. 

 

“Pilots should have a ‘pilot’s conscience’. They should realise that customers come first, and that customers are Thai Airways’ source of capital and hence their very own source of income. If I were them, I would have been content with being placed in business class instead of grabbing first-class seats from passengers even if I had the right to do so,” he said.

 

Some people on social media argued that this was not an issue of privilege, but one of customer safety. Pilots are required to be seated in first class because they need to have sufficient sleep in order to guarantee customers’ safety in their next flights. However, Dumrong did not see merit in the argument.

 

“If the pilots are active, that is if they have their next flight approaching soon after landing in Bangkok from Zurich, then this argument would be valid. However, the pilots in this case were travelling as passive off-duty pilots. So the argument does not stand,” he said.

 

“Moreover, I do not believe the difference between business and first-class seats in the aircraft significantly affects the quality of sleep,” he added. This issue has significantly damaged the image of Thai Airways both domestically and internationally. Pilots within the union are split on the issue with some blaming the pilots and others insisting they had done no wrong, according to Dumrong. 

 

“Thai Airways should use this instance as an opportunity to push for structural reforms. It should downsize some of its departments and increase efficiency. Pilot’s privilege will stay, as this is an international standard. Thai Airways pilots are not more privileged than pilots of other airlines,” Dumrong concluded. 

 

Meanwhile, Thai Airways president Sumeth Damrongchaitham told Krungthep Turakij, a sister newspaper of The Nation, he had appointed a fact-finding committee to investigate the events. He also apologised to passengers on the flight. He admitted that there were shortcomings in the organisation, which have stacked up over the 58 years of the national carrier’s operations.

 

He vowed to pursue reforms and promised to provide better services to customers.

 

Ekniti Nitithanprapas, the chairman of THAI, said earlier that he would use this incident as an opportunity to reform the national carrier. He said he wanted to build a “Customer is King” culture in the organisation.

 

There might be a resistance to change but reform is needed, he said. 

 

Thai Airways is among seven state enterprises undergoing rehabilitation process due to accumulated losses. It has been partly under pressure from fierce competition, especially from budget airlines and the current high oil prices. 

 

Source: http://www.nationmultimedia.com/detail/business/30356974

 

-- © Copyright The Nation 2018-10-23

 

[z42]

Jesus wept let this ghastly, shambles of an airline free itself from the public purse so that it can die a swift and ugly death.

The fact that some THAI staff were wearing black smacks of unbelievable arrogance. Pathetic ????

[Rhys]

...do you know who my father is....

[stanleycoin]

What were they thinking !!!!!!!!!!!!!!!!!!

Classic Thai male behaviour.

i'm more important than you syndrome. 

[sammieuk1]

Anyone who has any dealings with Thai air customer services will know what arrogance means???? 

[SoilSpoil]

Worst airline I ever used. Customer service at check inn is as the local weather, one moment good, the other horrific. Still waiting for a reply to one of my complaints. Thai ground staff wouldnt allow my 3 year old daughter to board, claiming we hadnt bought a ticket for her. I had the ticket in my hands, mind you. The effort and stress it took to get her on board was too much. Afterwards, no apology, no smile, nothing. One of many incidents we had with Thai, but also the last. We wont be using them again, I rather walk. With some businesses, you just hope they'll go bust one day. 

[zzaa09]

Wondering who has the rights to the created spin-off Lakorn Thai series from the over done petty drama?

[Darcula]

2 hours ago, webfact said:

He said he wanted to build a “Customer is King” culture in the organisation.

 

For a brief moment, even the Titanic made Jack feel like he was the king of the world.

[colinneil]

After seeing this article makes some members comments look stupid.

As the pilots were travelling .. Passive off duty, arrogant bar stewards.

I have only flown twice with Thai, and would never recommend them even to my worst enemy.

[YetAnother]

4 hours ago, webfact said:

even as airline executives vowed to reform the national carrier.

this place needs reform in every direction one looks, pity, tho, the word has been so over-used as to have lost all meaning; in this case, those attitudes of 'privilege' are deeply ingrained and thus unlikely to change much if at all

[overherebc]

3 hours ago, Rhys said:

...do you know who my father is....

If I am asked that question I always answer No, ask your mother, she should know..

????????

[bluesofa]

4 hours ago, webfact said:

THAI pilots reportedly launched a protest yesterday at the airline’s headquarters, but media were kept away. Many employees were seen dressed in black at THAI headquarters.

If only I could follow that clearly.

The media were kept away? Does that mean the protest was purely internal to the building, it didn't begin outside in public space?

Who were the employees dressed in black - were they supporting the pilots, or symbolising the death of Thai Airways through their arrogant attitude towards customers?

[graemeaylward]

Personally, I have never had any problem sleeping in Economy class on long haul flights with a variety of different carriers!

Sent from my Lenovo A3000-H using Thailand Forum - Thaivisa mobile app

[mikebell]

Customer is King - you have to pay a King's ransom for a ticket!

[MrJohnson]

Just returned to Thailand with Thai. Very grumpy and begrudging cabin service. Old, clunky 747 with broken seats and faulty entertainment system. Lots of passengers were unhappy. The staff attitude......who cares. Job for life. No accountability.

[Thian]

4 hours ago, webfact said:

However, the pilots in this case were travelling as passive off-duty pilots.

In other words, they were complete selfish pricks......what a surprise!

[Damrongsak]

Rename it Isaan Air.  "Fly Thai Quai". Hoei!

 

 

 

[RichardColeman]

4 hours ago, webfact said:

When asked about the pilots demanding the right to be seated in first-class, resulting in the downgrading of two passengers who had previously been upgraded from business to first class, Dumrong said they were not abusing their rights. At the same time, he suggested that under the circumstances, they were culpable for their actions. 

Beggars believe that someone can be so snotty as to be unable to sit with the middle class riff raff......I mean there would have been a riot if they had had to sit with the rest of us common folk in economy !

[Jeremy50]

The worst airline in the world, just pull the plug.  They should have sent all 4 of these entitled cretins back to economy, and replaced them with some oily backpackers and a fat hairy sex-tourist who hasn't washed his shirt in a week.

[ChiangMaiLightning2143]

The pilots have a CONTRACT with TG.

They likely gave up something else in negotiations to get the first class deadheads in their contract. It is a unionists duty to demand the contract be upheld or else she/he undermines the rest of the membership, in this case it would be covering up for the company’s mistake in upgrading all the passengers due to plane change. I worked on both sides over around 30 years career. I think unions have largely outlived their necessity but MANAGEMENT will never cut labor unions any slack when the rules benefit them why should the union?

 

[HooHaa]

Would seem anyone here slamming Thai airways has never had to fly Philippine airlines. Thai is a breath of fresh air after the Philippine national carrier. 

[stanleycoin]

18 minutes ago, Jeremy50 said:

The worst airline in the world, just pull the plug.  They should have sent all 4 of these entitled cretins back to economy, and replaced them with some oily backpackers and a fat hairy sex-tourist who hasn't washed his shirt in a week.

Come on, no need for that,

It's a well known fact, The sex tourist has a bald head and wears a wife beater shirt.

[Ossy]

4 hours ago, webfact said:

“Pilots should have a ‘pilot’s conscience’. They should realise that customers come first, and that customers are Thai Airways’ source of capital and hence their very own source of income.

Yes, but don't forget . . . this is Thailand and we're talking about the typical corporate employee who, all too often, doesn't know the meaning of 'conscience'. And, as for realising that customers come first, and that customers are Thai Airways’ source of capital and hence their very own source of income, that's all way too complicated.

At the risk of repeating myself, I am now all the surer in my forecast that THAI will be finished or taken-over, 12mths from now.

[JAG]

46 minutes ago, graemeaylward said:

Personally, I have never had any problem sleeping in Economy class on long haul flights with a variety of different carriers!

Sent from my Lenovo A3000-H using Thailand Forum - Thaivisa mobile app
 

If the pilots were outward bound from Bangkok, with the purpose of taking over a subsequent flight, then the argument that they needed the best seats may have held water, but they were going to Bangkok - going home.

[JAG]

12 minutes ago, Ossy said:

At the risk of repeating myself, I am now all the surer in my forecast that THAI will be finished or taken-over, 12mths from now

Were Thai Airways bound by normal commercial considerations you would almost certainly be right. 

 

As it is effectively funded by the state, and run largely for the (free or subsidised) benefit of those employed by or "influential" with the state, then I suspect it will continue, until possibly it becomes a casualty of a major political and social upheaval.

[bluesofa]

4 minutes ago, JAG said:

Were Thai Airways bound by normal commercial considerations you would almost certainly be right. 

 

As it is effectively funded by the state, and run largely for the (free or subsidised) benefit of those employed by or "influential" with the state, then I suspect it will continue, until possibly it becomes a casualty of a major political and social upheaval.

Sadly I'd have to agree with that.

The issue of customer service is never one that ever enters the head of anyone in any level of bureaucracy.

[Fex Bluse]

This issue can be explained in part by the differences between Thai and Western ideas about business. 

 

Thais (and many other Asians) believe that employers should favor their employees even at the expense of customers. This is a style more compatible with small family business. They have not figured out how big business works. 

[GinBoy2]

I flew last month out of Chicago with a deadheading pilot sat next to me in coach, he really didn't seem to have a problem with it.

The problem with TG is that is a military hobby project, hence is destined to always be in the 'also ran' league of airlines.

The horrible truth is that most airlines worldwide have been at their most profitable over the last 10 years, while TG has been mired in losses.

This stupid incident just highlights why that happened

[Oziex1]

The incident: Customer being requested to move seats.

 

The talk: "He vowed to pursue reforms and promised to provide better services to customers" Customer is King.

 

The solution: "An investigative committee will look into it"

 

The outcome: ...........................

 

This is the Thai way for everything, and I'm not just referring to the airline.

[jaiyen]

WE are lucky here in Perth. Have a nice 787 flying every day, staff are good, service is good and the weather is nearly always great, rarely any turbulence. Also Thai are by far the cheapest ! Piss all over Air Asia. Have done this flight over 60 times with rarely any (minor) complaints. Must be one of the few good routes.