Thai Airways, What Would You Do To Rescue This Airline?

[sbk]

I've been reading all the praises, complaints and general issues people here in the travel forum have with Thai Airways. I've only ever flown them a couple of times and while I found the service good, the food was mediocre and the planes not so great.

What would it take to rescue this airline and make it a first class airline along the lines of Singapore Air?

[tw25rw]

Would be hard to match SIA as they are run by people from a different business culture.

They do need to modernise some of their cabins, and the new cabin on the 777-300 is heading in the right direction.

I've never had any trouble with the food. There is usually something I don't like, typically a salad, but it's like that on all airlines.

I usually find them the best value for the route I usually fly and wouldn't want them to change too much if it meant the price going up.

They do need to improve their web page. Currently the prices shown are often significantly higher than those available through 3rd parties. This may be deliberate, but sometimes the difference is ludicrously high and has to be in error.

[jtp]

The staff are fantastic on Thai Airways,but as sbk pointed out,the planes suck and the food,well, we won't even go there..... They dumped the modern planes for some old crap long ago on the BKK-Brisbane route,and now you have to fly via Sydney on your way to Brisbane.... They need to get back to the old days of ALL their planes having monitors in the headrests,and seriously do something about the food...

[Sir Burr]

Deny the hundreds of MPs and ex-MPs that are allowed free flights, free hotel accommodation and free food at Thai International's expense and blatantly abuse this perk.

Edited February 23, 2009 by Sir Burr

[ovenman]

THAI needs to perceive that there exist problems needing to be addressed before they can do any "fixing".

[Xangsamhua]

Deny the hundreds of MPs and ex-MPs that are allowed free flights, free hotel accommodation and free food at Thai International's expense and blatantly abuse this perk.

There is widespread agreement that their board of directors is filled with people who are simply not up to it. Their recent response - a 6.5% pay rise for TG employees (including themselves?) - to the Government's directive to come up with a convincing business plan, says something about them. Perhaps they need to bring in someone from outside - Singapore, for example.

[tw25rw]

The staff are fantastic on Thai Airways,but as sbk pointed out,the planes suck and the food,well, we won't even go there..... <img src="style_emoticons/default/sick.gif" style="vertical-align:middle" emoid="" border="0" alt="sick.gif" /> They dumped the modern planes for some old crap long ago on the BKK-Brisbane route,and now you have to fly via Sydney on your way to Brisbane.... <img src="style_emoticons/default/dry.gif" style="vertical-align:middle" emoid="<_<" border="0" alt="dry.gif" /> They need to get back to the old days of ALL their planes having monitors in the headrests,and seriously do something about the food... <img src="style_emoticons/default/bah.gif" style="vertical-align:middle" emoid="" border="0" alt="bah.gif" />

I flew BNE-BKK last April and the plane was old inside. I don't remember the food at all.

In December I did the same route. This time the cabin had been completely updated and the food was some of the best I've ever had on a plane.

I find with Thai that the best food is usually their Western style.

Edited February 23, 2009 by tw25rw

[OZEMADE]

Park a few aircraft and perform maintenance on them. Make sure there were no empty seats, have a standard price and drop the price to fill the plane, it has to be better than flying with empty seats. Cut First Class and Business class in half as they never seem to be full, in fact I have flown in economy and found Business Class at one time had 5 passengers in it. God knows if any one was in First Class. Apart from that the service is great.

[Sir Burr]

Park a few aircraft and perform maintenance on them. Make sure there were no empty seats, have a standard price and drop the price to fill the plane, it has to be better than flying with empty seats. Cut First Class and Business class in half as they never seem to be full, in fact I have flown in economy and found Business Class at one time had 5 passengers in it. God knows if any one was in First Class. Apart from that the service is great.

Unfortunately, with most airline business models, business and first class sales subsidise economy class seats.

[Maigo6]

They have to update the cabins of their fleet, I flew Busines Class with TG and there was no power points for a laptop, for a Business class flight that's very poor. And the IFE was virtually non existent, basically, I felt cheated out of my money, I was that disappointed.

The plane was probably 20 years old interior wise.... but the price was 2009 for sure.

Bkk-Tokyo-Bkk 65,000 Baht, thats not cheap by any standards.

Main problem is, the Aircraft are so dated.

In 2009 when flying Business Class, and you cannot plug a laptop in, there's something wrong.

[tw25rw]

Would be good if they had premium economy on their kangaroo route flights for those of us who like a bigger seat than economy, but who don't want to fork out for business.

[stiffoak571]

They wanted £3000 for LHR=BKK return -no economy available and on the return 1st class only!

Last year same flights £650

Im flying with Eva

And the planes were very old 747s with no real facilities onboard - too uncomfy to notice the food

[tw25rw]

You could the same price now, just don't use their web page.

[BEENTHEREDONETHAT]

Change out the management, get some people that know what they are doing and care what the passengers think.

[Ricardo]

What would it take to rescue this airline and make it a first class airline along the lines of Singapore Air?

The quick-answer is, beg or bribe Singapore Airways or Cathay Pacific, to take them over. Not going to happen.

Deny the hundreds of MPs and ex-MPs that are allowed free flights, free hotel accommodation and free food at Thai International's expense and blatantly abuse this perk.

Identifies one symptom, they are carrying way too much 'fat', throughout the business.

I know I'm biased, as a retired-accountant amongst other things, but it is time to send in the 'ninja-accountants', chopping and cutting their way through this once-glorious pork-barrel.

Then hire some good airline-management, savvy on marketing & modern-standards for customer-service, and give them freedom to try to turn it round.

Several billion dollars for fleet-renewal would also be very helpful ! Not sure where that's going to come from !

It is amazing that, as a major international tourist-destination country, Thailand's national airline struggles to survive.

Edited February 24, 2009 by Ricardo

[RobotTeacher]

I like how Thai Airways lets you change your return flight day without extra fees. My 1st time to Thailand, I changed twice and ended up staying 2 months longer than anticipated since I was unemployed after finishing a teaching contract in Korea and just decided I had this extra time to enjoy life a bit. I'm quite happy with Thai Airways other than my flights never accue miles to my miles account. The travel agents we book with are supposed to submit this information, but communication break down almost always occurs and then it's too late once a trip commences.

A better miles program that automatically tracks travelers and credits miles to their accounts would be a good start at improving the airline. I've flown 35,000 miles and my account still says 0, yet, I've brought this to the attention several times and was told that my mileage account number needs to be submitted to the airline upon booking. Most airlines track miles by name and passport number even though there's a separate account # so miles automatically accrue when a travler checks in for a flight.

[jimmym40]

Hey ROBOT,

Here's a bit of info/advice so you won't have a mileage credit problem.

At check-in for any Thai flight, make sure that your frequent flyer (ROP) card number is printed on the bottom portion of the stub that has your seat assignment. If it is not on there, ask them at check in to enter it and they gladly will. Then you should have no problem with mileage accreditation. That's the first thing I look for and second is my seat assignment.

[mdechgan]

1. Gotta remove those free flights. Government workers, ex-employees, family members. My friend she was like the nephew of someone and she flies free 1st class all the way all the time anywhere.

2. Gotta remove the government influence from the carrier. Too much policy is invoved in the company, boardroom. Like being forced to by Airbus planes because of EU import taxes, etc. Returning favors for free flights, etc. Buying planes that aren't being used. Possibly corruption?

3. Whoever is purchasing for the airline doesn't have a clue about commonality. Like three different models with different engines for the same airplane type.

4. The A340-500s so are they going to be sold or used? Were they forced to be bought? no one knows.

5. Let's just say I have many friends in TG and they are very well paid compared to other airlines. Especially when overseas.

6. Their routes are ok. But their prices are just astronomical for some flights.

7. TG can never compete with SIA for premium customers. Bangkok and Singapore are different cities with different marketing groups. Don't compete for the same customers.

TG isn't a total loss. I prefer to fly TG, but it needs some changes and a new boardroom mission statement and goal.

[samran]

what would I do? Easy...not fly them wherever possible. Fly star alliance partners like SIA, even if it means a slightly longer journey, it means that I don't give them my businss but still get the FF points. Then use the FF for your free flight or upgrade on Thai.

Useless to try and stop it from the inside. Have worked for the organisation which was charged for doing so, it is a political football.

So vote with your feet, send them bankrupt, and hope that a new and improved version rises from the ashes.

[WOWAsia]

Hey ROBOT,

Here's a bit of info/advice so you won't have a mileage credit problem.

At check-in for any Thai flight, make sure that your frequent flyer (ROP) card number is printed on the bottom portion of the stub that has your seat assignment. If it is not on there, ask them at check in to enter it and they gladly will. Then you should have no problem with mileage accreditation. That's the first thing I look for and second is my seat assignment.

I ALWAYS presented my frequent flyer (ROP) CARD at the check in counter, when checkin in! I NEVER had any problems with mileage accredation.

But If you have a booking class with a discounted fare, it can be you will get only 50 % mileage. With extremly discounted fares, maybe even 0 mileage, but I am not 100 % sure about that.

[katana]

I like how Thai Airways lets you change your return flight day without extra fees. My 1st time to Thailand, I changed twice and ended up staying 2 months longer than anticipated...I'm quite happy with Thai Airways other than my flights never accue miles to my miles account. ...

That's why I like them as well since several times in the past they let me change the return date of the journey free of charge. BA stopped doing that a while back so I didn't use them any more. TG also fly direct.

...I'm quite happy with Thai Airways other than my flights never accue miles to my miles account. ...

As the others have said, make sure they credit the miles when you check in.

[PeaceBlondie]

I have different opinions than most, I guess. They had the best western food I have ever had on an airline, several times. I racked up enough FF miles to go to Moscow and back for free (good trip) but to the worst airport in Moscow. Always flew economy; great flight stewards.

[ray08]

I have different opinions than most, I guess. They had the best western food I have ever had on an airline, several times. I racked up enough FF miles to go to Moscow and back for free (good trip) but to the worst airport in Moscow. Always flew economy; great flight stewards.

Hey PB , I think you gotta get out more often and try different airlines ,or are you comparing to Bangladesh airlines or some other obscure airlines ?,Surely Qantas,SIA ,

Emirates etc have all better food

To rescue the airline ,simple, get world class management in ,some of the management from the above would be a good start, with the exception of Bangladesh airlines.

[Rtwo]

I've been reading all the praises, complaints and general issues people here in the travel forum have with Thai Airways. I've only ever flown them a couple of times and while I found the service good, the food was mediocre and the planes not so great.

What would it take to rescue this airline and make it a first class airline along the lines of Singapore Air?

A miracle.

[bellagrego]

I've been reading all the praises, complaints and general issues people here in the travel forum have with Thai Airways. I've only ever flown them a couple of times and while I found the service good, the food was mediocre and the planes not so great.

What would it take to rescue this airline and make it a first class airline along the lines of Singapore Air?

Get the government out of the business. this airline is a joke. grossly overpriced seats on dated aircraft. check the manufacturer date inside the main cabin door entrance. For some reason, Thais think a wai and a smile can substitute for business savy. no way. As long as there is zero law and order in thailand it will be a third rate, make that, fouth rate, country.

[WOWAsia]

I have different opinions than most, I guess. They had the best western food I have ever had on an airline, several times. I racked up enough FF miles to go to Moscow and back for free (good trip) but to the worst airport in Moscow. Always flew economy; great flight stewards.

Hey PB , I think you gotta get out more often and try different airlines ,or are you comparing to Bangladesh airlines or some other obscure airlines ?,Surely Qantas,SIA ,

Emirates etc have all better food

To rescue the airline ,simple, get world class management in ,some of the management from the above would be a good start, with the exception of Bangladesh airlines.

I flew Quantas, Singapore and Emirates, the food was NOT better there as with THAI.

If you want bad food, fly Philippine Airlines!

[phetaroi]

Get the government out of the business. this airline is a joke. grossly overpriced seats on dated aircraft. check the manufacturer date inside the main cabin door entrance. For some reason, Thais think a wai and a smile can substitute for business savy. no way. As long as there is zero law and order in thailand it will be a third rate, make that, fouth rate, country.

Your reply is a gross overstatement. I quite agree that it doesn't need to be government operated, but I doubt very much being government operated means that it can't be operated well. In fact, back in what most people would see as Thai Airways' heydey, it was indeed government operated. Quite a few national carriers around the world are operated by or subsidized by their governments.

I agree that its international fares are too high. On the other hand, the service and non-stop nature of some of its flights is better than the multiple chang-of-planes I have had to make on NW or United. Thai Airways domestic flights are often run better than the domestic flights of many U.S. carriers.

Thailand is clearly not a nation with "zero law and order". It's also not a third world country, and I'm not sure what a fourth rate country is by any established definition. Thailand is classed as a "rapidly industrialized nation." I think that's a fair definition, and the country is beset by all the challenges that implies. I think you have a shallow perspective, at best.

[ray08]

I have different opinions than most, I guess. They had the best western food I have ever had on an airline, several times. I racked up enough FF miles to go to Moscow and back for free (good trip) but to the worst airport in Moscow. Always flew economy; great flight stewards.

Hey PB , I think you gotta get out more often and try different airlines ,or are you comparing to Bangladesh airlines or some other obscure airlines ?,Surely Qantas,SIA ,

Emirates etc have all better food

To rescue the airline ,simple, get world class management in ,some of the management from the above would be a good start, with the exception of Bangladesh airlines.

I flew Quantas, Singapore and Emirates, the food was NOT better there as with THAI.

If you want bad food, fly Philippine Airlines!

Thanks ,next time i am flying Philippine Airlines, just for the Bad food

PS ,more important ,how are the stewardes ???

[grantbkk]

To THAI:

Thai Airways International (THAI) is truly taking a beating in the international press as well as many popular online travel sites regarding substandard service and overpricing. I am not in the travel industry nor am I an economist however it appears to this former frequent flyer that your airline is being poorly mismanaged and customer service is becoming nonexistent. I simply want to make you aware that the perception of THAI service and value is now comparable to Thailand in general. THAI seems to see no value in meeting the needs of its customer base or improving traveler perception of a once great airline.

By way of example I would like you to read the running dialog in the English language newspapers here in Thailand. I think you will be embarrassed about how the Business Class traveler perceives your airline. The overall theme of the opinions is that your service is in steep decline with no end in sight. The running joke around the world for years has been what is called “Thai Economics”. This proven theory outlines the fact that if the customer base and revenue decline a Thai business simply needs to increase prices to make up for the shortfall. This theory almost never works but is practiced until executives come to their collective senses of the business fails. The hotels and resorts in Thailand are starting to get it by halving their prices to save their businesses and keep employees on the job. Even THAI’s competition have all cut fares to stay in business while THAI cuts routes and services while holding the line on ticket prices.

You should have become aware by now that there is a global economic crisis that is affecting your bottom line. I did see that THAI is requesting a multi-billion Baht stimulus package from the government but without a specific plan to spend the giveaway. THAI recently announced that the direct flight to Los Angeles may have to be scrapped because of declining load factors. My advice would be to cut fares to be at the very least within sight of your competition. It is pure hubris to expect travelers to pay tens of thousands of Baht more to fly THAI especially when cabin service has gotten worse in recent years.

Finally, I just want to you and your staff to take a look at references to THAI online. Social networking and information sharing on the web is having a negative impact on your business in general. You need to Google yourself and see just what is out there. First impressions are the ones that people remember for a long time and what they see online will turn them off forever. If it were me I would immediately get the appropriate management teams involved to stem the bleeding of your public relations nightmare. “Crisis Management Intervention” is wildly used in business and someone who went to school in the West will know the precepts or at least the concepts that could begin save your sinking ship.

I realize my criticism sounds harsh but many believe THAI is in crisis and prompt action is required to get passengers flying again. These problems are not going away soon or by themselves. Competent and strong leadership will be required to reverse the decline. I for one hope someday to return to the fold and fly THAI in the near future.

[phetaroi]

To THAI:

Thai Airways International (THAI) is truly taking a beating in the international press as well as many popular online travel sites regarding substandard service and overpricing. I am not in the travel industry nor am I an economist however it appears to this former frequent flyer that your airline is being poorly mismanaged and customer service is becoming nonexistent. I simply want to make you aware that the perception of THAI service and value is now comparable to Thailand in general. THAI seems to see no value in meeting the needs of its customer base or improving traveler perception of a once great airline.

By way of example I would like you to read the running dialog in the English language newspapers here in Thailand. I think you will be embarrassed about how the Business Class traveler perceives your airline. The overall theme of the opinions is that your service is in steep decline with no end in sight. The running joke around the world for years has been what is called "Thai Economics". This proven theory outlines the fact that if the customer base and revenue decline a Thai business simply needs to increase prices to make up for the shortfall. This theory almost never works but is practiced until executives come to their collective senses of the business fails. The hotels and resorts in Thailand are starting to get it by halving their prices to save their businesses and keep employees on the job. Even THAI's competition have all cut fares to stay in business while THAI cuts routes and services while holding the line on ticket prices.

You should have become aware by now that there is a global economic crisis that is affecting your bottom line. I did see that THAI is requesting a multi-billion Baht stimulus package from the government but without a specific plan to spend the giveaway. THAI recently announced that the direct flight to Los Angeles may have to be scrapped because of declining load factors. My advice would be to cut fares to be at the very least within sight of your competition. It is pure hubris to expect travelers to pay tens of thousands of Baht more to fly THAI especially when cabin service has gotten worse in recent years.

Finally, I just want to you and your staff to take a look at references to THAI online. Social networking and information sharing on the web is having a negative impact on your business in general. You need to Google yourself and see just what is out there. First impressions are the ones that people remember for a long time and what they see online will turn them off forever. If it were me I would immediately get the appropriate management teams involved to stem the bleeding of your public relations nightmare. "Crisis Management Intervention" is wildly used in business and someone who went to school in the West will know the precepts or at least the concepts that could begin save your sinking ship.

I realize my criticism sounds harsh but many believe THAI is in crisis and prompt action is required to get passengers flying again. These problems are not going away soon or by themselves. Competent and strong leadership will be required to reverse the decline. I for one hope someday to return to the fold and fly THAI in the near future.

Extremely well written!