Thai Airways Is Getting Worse And Worse!

[bunny11k]

After I complaining to Thai Airways, I got this reply from them:

Dear Khun KK,

We would like to refer to your flight on TG638 from Phuket to Hong Kong on November 18, 2010.

We are very sorry to learn from our Manager at Hong Kong Airport that you experienced difficulties upon checking in for the flight at Phuket Airport on this occasion. We sincerely regret that this should have happened and we would ask you to please accept our sincere apologies for your dissatisfaction.

Please be assured that your comments have been directed to the Station Manager in Phuket who will take the matter up with the relevant staff for corrective action as necessary to ensure that the quality of service will be provided for passengers at all times. Indeed, it is through such feedback that we are able to monitor and improve our service.

That you were inconvenienced regarding the baggage handling is of most concern.

May we clarify that the priority baggage tag is the benefit of "Gold" members status

. However, we do apologize if there was some misunderstanding in this regard and we do thank you for bringing this to our attention.

We sincerely regret that you are not satisfied with the service on board this flight and that you found the type of the aircraft used on this occasion, not as new as expected. We have already directed your comments to the responsible departments for their attention, so that they will look into the matter and take action as appropriate.

We hope that you will allow us other opportunities to be of service to you on board Thai Airways International's Royal Orchid Service. Meanwhile, we send you our best wishes.

Yours sincerely,

Trajai Sriudommongkol

International Relations Manager

Customer Relations Service Department

And this is from Thai Airways Website:

Silver: Status & Benefits

Exclusively on THAI

Priority baggage handling

and an extra 10 kilograms baggage allowance except where baggage allowance is determined by piece, on all THAI flights.(This service may not be available at all THAI destinations)

Can you believe the international relations manager does not know silver status also provide priority baggage handling?

[RabC]

Does it not say that it "may not be available at all THAI destinations"?

[bunny11k]

I got the priority tag last time flying the same route!!!!!!

Does it not say that it "may not be available at all THAI destinations"?

[jimmym40]

You should be lucky that you received a reply at all.

The reply sounds to me to be acceptable. I know it doesn't make you feel any better.

Do as I did and many others - DO NOT FLY THAI any longer. Way overpriced...

[bunny11k]

No it does not make I feel any better! Old aircrafts+bad services+expensive, I understand why you don't fly them any longer!

You should be lucky that you received a reply at all.

The reply sounds to me to be acceptable. I know it doesn't make you feel any better.

Do as I did and many others - DO NOT FLY THAI any longer. Way overpriced...

[lomatopo]

Can you share your original complaint? Can you share your Frequent Flyer Program and current status?

I honestly can't tell if your complaint involves just the priority luggage tag, or perhaps being denied the 10Kg extra allowance, or dissatisfaction with the aircraft type, or bad on-board service. (Your use of the large font makes reading the letter difficult.)

IME, the priority bag tag really does little to expedite delivery onto the carousel at your final destination. (Aircraft baggage holds are pretty much FILO.) Its really just a cosmetic benefit that travelers feel good about when they check-in, and it makes them feel valued and special when others observe their tags.

[bunny11k]

I'm in Royal Orchid program silver status. My complaint was about checking in for a flight from Phuket to Hong Kong. The lady told me she could not find my reservation and asked if I actually bought a ticket! Eventually she found it and blamed me for telling her I was going to Bangkok. Her manner was so bad that I need to complain when I arrive in Hong Kong.

Can you share your original complaint? Can you share your Frequent Flyer Program and current status?

I honestly can't tell if your complaint involves just the priority luggage tag, or perhaps being denied the 10Kg extra allowance, or dissatisfaction with the aircraft type, or bad on-board service. (Your use of the large font makes reading the letter difficult.)

IME, the priority bag tag really does little to expedite delivery onto the carousel at your final destination. (Aircraft baggage holds are pretty much FILO.) Its really just a cosmetic benefit that travelers feel good about when they check-in, and it makes them feel valued and special when others observe their tags.

[phaethon]

The only time I have ever had a Priority Handling tag attached to my luggage (as an ROP Silver member) my bag came off the carousel absolutely LAST. I mean nothing, but NOTHING, came off after my bag with it's little red tag.

It may well have been carried to and from the aircraft by an elite squad of Tibetan pall-bearers, with an honour guard of specially trained ninjas walking on a carpet of lotus petals strewn by an army of virgins, but it certainly wasn't quick.

[bunny11k]

After I complained to the manager in Hong Kong, I added that the check in lady did not even bother to put the priority bag tag for me. Obviously the manager told the international relations manager and he had to clarify wit me that the priority baggage tag is only for GOLD member!

I'm in Royal Orchid program silver status. My complaint was about checking in for a flight from Phuket to Hong Kong. The lady told me she could not find my reservation and asked if I actually bought a ticket! Eventually she found it and blamed me for telling her I was going to Bangkok. Her manner was so bad that I need to complain when I arrive in Hong Kong.

Can you share your original complaint? Can you share your Frequent Flyer Program and current status?

I honestly can't tell if your complaint involves just the priority luggage tag, or perhaps being denied the 10Kg extra allowance, or dissatisfaction with the aircraft type, or bad on-board service. (Your use of the large font makes reading the letter difficult.)

IME, the priority bag tag really does little to expedite delivery onto the carousel at your final destination. (Aircraft baggage holds are pretty much FILO.) Its really just a cosmetic benefit that travelers feel good about when they check-in, and it makes them feel valued and special when others observe their tags.

[theoldgit]

The only time I have ever had a Priority Handling tag attached to my luggage (as an ROP Silver member) my bag came off the carousel absolutely LAST. I mean nothing, but NOTHING, came off after my bag with it's little red tag.

That happened to me on numerous occasions when I was a ROP Gold member, in the days way back when I flew Thai.

I actually liked flying Thai, but not their prices. Incidentally I have just booked a flight to Hong Kong, with the flight times I needed, I had the choice of Thai at 11,980 THB with a 20kg checked luggage allowance or Emirates at 7,610 THB with a 30kg baggage allowance, now let me think do I really want to pay 57% extra to fly Thai.

[lomatopo]

I'm in Royal Orchid program silver status. My complaint was about checking in for a flight from Phuket to Hong Kong. The lady told me she could not find my reservation and asked if I actually bought a ticket! Eventually she found it and blamed me for telling her I was going to Bangkok. Her manner was so bad that I need to complain when I arrive in Hong Kong.

OK, thanks. For a reputation for excellent service Thailand's national carrier does seem to suffer from a lack of tact when dealing with anything out of the ordinary, or unexpected. Then, when clearly having made a mistake, there is no way they will acknowledge that they made a mistake or apologize (Customer Service 101). It may be a combination of the culture; no real empowerment to make decisions or think outside the rules for fear of supervisor backlash and the absolute fear of looking bad (loss of face). I have had several negative experiences checking in with TG at BKK. Both times I was traveling in first class to FRA, and both times the check-in agent told me I didn't have a ticket/reservation (in one case, a few years ago I was actually holding a paper ticket) to travel that evening. After respectfully asking then to check the system again, or maybe ask a supervisor, my reservation was miraculously found, boarding cards and lounge invites printed and then escorted through Immigration and to the FC lounge. However there was no acknowledgement or apology for the initial error(s).

Perhaps no amount of training, or empowerment can overcome these cultural peculiarities?

For TG getting customer feedback like yours should be encouraged as it may help them to improve their product.

[theoldgit]

On one occasion I was flying First Class from BKK to LHR, when they took orders for dinner I placed my order only to be told they had run out of that item. We were one hour into the flight and I was one of only two passengers in First, didn't bother complaining as there was not point, but it was another nail in the coffin in our relationship.

[needforspeed]

Can you share your original complaint? Can you share your Frequent Flyer Program and current status?

I honestly can't tell if your complaint involves just the priority luggage tag, or perhaps being denied the 10Kg extra allowance, or dissatisfaction with the aircraft type, or bad on-board service. (Your use of the large font makes reading the letter difficult.)

IME, the priority bag tag really does little to expedite delivery onto the carousel at your final destination. (Aircraft baggage holds are pretty much FILO.) Its really just a cosmetic benefit that travelers feel good about when they check-in, and it makes them feel valued and special when others observe their tags.

I can't talk about Thai Airways as i am flying only few times a year with them and therefor not be a Gold or silver member but with Emirates (Skywards Gold) your bagage will be

delivered first onto the carousel at Destination.

Edited November 23, 2010 by needforspeed

[bunny11k]

The only explanation is that they took dinner order from the pilot before you!

On one occasion I was flying First Class from BKK to LHR, when they took orders for dinner I placed my order only to be told they had run out of that item. We were one hour into the flight and I was one of only two passengers in First, didn't bother complaining as there was not point, but it was another nail in the coffin in our relationship.

[steelepulse]

The only explanation is that they took dinner order from the pilot before you!

On one occasion I was flying First Class from BKK to LHR, when they took orders for dinner I placed my order only to be told they had run out of that item. We were one hour into the flight and I was one of only two passengers in First, didn't bother complaining as there was not point, but it was another nail in the coffin in our relationship.

Nah, they never had it to begin with.

[needforspeed]

The only explanation is that they took dinner order from the pilot before you!

On one occasion I was flying First Class from BKK to LHR, when they took orders for dinner I placed my order only to be told they had run out of that item. We were one hour into the flight and I was one of only two passengers in First, didn't bother complaining as there was not point, but it was another nail in the coffin in our relationship.

Nah, they never had it to begin with.

Agree never had it, lack off communication skills by in- flight crew, why not informing the passenger when handover the menu.

Just a few words is the difference between a happy and unhappy passenger, and we talking about overprices first class ticket.

[bunny11k]

I just got a reply from the international relations manager:

"I personnally would like to apologize for my misunderstanding about the priority baggage handling for Royal Orchid Plus "Silver" members status. I will also request the Station Manager in Phuket to correct this with the check-in staff."

The international relations manager had the nerve to clarify with me that my status is too low for priority tag before checking it! An the Station Manager in Phuket also don't know what is the status benefit too!

I think their President is more like running a circus than an airline!

I'm in Royal Orchid program silver status. My complaint was about checking in for a flight from Phuket to Hong Kong. The lady told me she could not find my reservation and asked if I actually bought a ticket! Eventually she found it and blamed me for telling her I was going to Bangkok. Her manner was so bad that I need to complain when I arrive in Hong Kong.

OK, thanks. For a reputation for excellent service Thailand's national carrier does seem to suffer from a lack of tact when dealing with anything out of the ordinary, or unexpected. Then, when clearly having made a mistake, there is no way they will acknowledge that they made a mistake or apologize (Customer Service 101). It may be a combination of the culture; no real empowerment to make decisions or think outside the rules for fear of supervisor backlash and the absolute fear of looking bad (loss of face). I have had several negative experiences checking in with TG at BKK. Both times I was traveling in first class to FRA, and both times the check-in agent told me I didn't have a ticket/reservation (in one case, a few years ago I was actually holding a paper ticket) to travel that evening. After respectfully asking then to check the system again, or maybe ask a supervisor, my reservation was miraculously found, boarding cards and lounge invites printed and then escorted through Immigration and to the FC lounge. However there was no acknowledgement or apology for the initial error(s).

Perhaps no amount of training, or empowerment can overcome these cultural peculiarities?

For TG getting customer feedback like yours should be encouraged as it may help them to improve their product.

[barryw52]

I am a Thai Silver member have done Melbourne - BBK return maybe 7- 8 time return in last 15 months on Thai plus a few one ways and returns with jetstar . I find Thai are always on time . The service excellent and my bag comes out very very quickly in both Melbourne and BBK. I only fly economy. Compared with Jetstar you pay bit more but no extras no hassle and no pain Jetstar was 9 hours lat leaving Melbourne once. Thai do have one old B777 which has no Video Screen seems to be the spare Aircraft they us have stuck it t wice in 16 flights. I agree there not as good as Emirates or Singapore but there no far behind mind you i never had any haseles with them so I not seen how they perform when something goes wrong.

[bunny11k]

I have found they used to compensate using old aircraft by providing good services. Now it's just not true anymore.

I am a Thai Silver member have done Melbourne - BBK return maybe 7- 8 time return in last 15 months on Thai plus a few one ways and returns with jetstar . I find Thai are always on time . The service excellent and my bag comes out very very quickly in both Melbourne and BBK. I only fly economy. Compared with Jetstar you pay bit more but no extras no hassle and no pain Jetstar was 9 hours lat leaving Melbourne once. Thai do have one old B777 which has no Video Screen seems to be the spare Aircraft they us have stuck it t wice in 16 flights. I agree there not as good as Emirates or Singapore but there no far behind mind you i never had any haseles with them so I not seen how they perform when something goes wrong.

[IMA_FARANG]

The only time I have ever had a Priority Handling tag attached to my luggage (as an ROP Silver member) my bag came off the carousel absolutely LAST. I mean nothing, but NOTHING, came off after my bag with it's little red tag.

It may well have been carried to and from the aircraft by an elite squad of Tibetan pall-bearers, with an honour guard of specially trained ninjas walking on a carpet of lotus petals strewn by an army of virgins, but it certainly wasn't quick.

===================================

Well, maybe not..but it would have been qute a spectacle to see wouldn't it.

Just for the record...I last arrived in Bangkok on a Delta Airlines flight from Tokyo on 12 November 2010. I was near the rear of the plane (discount ticket) and was just about the last person off the airplane. I also had a very slow immigration line. So when I got to the baggage carousel almost all the bags were already gone. It was almost 2 a.m. There was a THAI INTERNATIONAL female ground staff person there in Thai International uniform (rather pretty too, I might add)who was checking those bags that hadn't been picked up yet. When I arrived she took my baggage tag and found my bag for me, then grabbed it and loaded it onto my luggage cart with a big smile and a wai, then told me, "Enjoy your stay in Thailand,sir". After nearly 24 hours of flight time starting from Boston, Mass her small kindness and her smile made me feel glad to be back in Thailand once again.

Thai International is no longer what it used to be (and well frankly, neither am I), but just every now and then, they do get a small thing right...and make me remember why I first came to Thailand those 30+ years ago.

Edited November 23, 2010 by IMA_FARANG

[lomatopo]

I am a Thai Silver member have done Melbourne - BBK return maybe 7- 8 time return in last 15 months on Thai

OT, but at 9,000 miles a pop you should be Gold (50,000 miles) by now, but I am not familiar with nuances of the ROP program.

[chuang]

On one occasion I was flying First Class from BKK to LHR, when they took orders for dinner I placed my order only to be told they had run out of that item. We were one hour into the flight and I was one of only two passengers in First, didn't bother complaining as there was not point, but it was another nail in the coffin in our relationship.

The cabin crew must have taken the dinner before you...

[CharlieH]

No it does not make I feel any better! Old aircrafts+bad services+expensive, I understand why you don't fly them any longer!

You should be lucky that you received a reply at all.

The reply sounds to me to be acceptable. I know it doesn't make you feel any better.

Do as I did and many others - DO NOT FLY THAI any longer. Way overpriced...

i COMPLAINED ONCE ABOUT BEING TOLD TO "<deleted> OFF" by a booking clerk because I questioned why the price being quoted was so different to the Internet price (much higher)..........I never even got a reply after writing to London,probably the one who said it opened the letter ! so I complained in writing to Thailand Head Office, never even bothered to respond so I simply chose NEVER to fly Thai Airways again.

Useless service, totally ignorant, dirty and VERY old planes, they have deteriorated dramatically over the last 5 years.

[Xangsamhua]

Yes, they're not what they used to be. I don't know if the other airlines are either.

I've flown Business on Thai for the last few years, except on business trips when the boss is paying, and while not as good as Singapore, it's cheaper and we've never had cause to complain.

The aircraft on some routes are really past their prime, but on others they've been fine. They have ordered some new ones, haven't they?

We have to stick with Thai anyway because we're locked in to their mileage program through miles + AMEX + Kasikorn Visa.

[bunny11k]

The reason I'm mad with this so call International Relations Manager is that he has the nerve to clarify my member status is too low for priority baggage handling without even checking it. Getting this kind of reply is worse than no reply in my opinion!!!!!!!

[SantiSuk]

On one occasion I was flying First Class from BKK to LHR, when they took orders for dinner I placed my order only to be told they had run out of that item. We were one hour into the flight and I was one of only two passengers in First, didn't bother complaining as there was not point, but it was another nail in the coffin in our relationship.

I'll bet you are from the Southern part of England Oldgit ('didn't bother complaining'). [Actually, on reflection you must be British - we are the only ones who use the word git I think]

Cheers

Flash Git (my own nickname when running with Hash House Harriers)

Of similar ilk I recently complained to the Nat West Bank when they sent a new account debit card to my father who has acute Alzheimers after me having told them specifically that they should mail all correspondence to me as his Attorney under an LPA. The letter to my Dad told him to 'memorise the number'. I enjoy the droll, so I signed off my compliant 'thanks for the laughs but please get a grip'.

Edited November 23, 2010 by SantiSuk