The Civil Aviation Authority of Thailand (CAAT) said yesterday (Apr 29) that it finalised the rules with the Office of the Consumer Protection Board on Tuesday.
Regarding flight cancellations, airlines must inform passengers at least seven days beforehand for international flights and at least three days ahead for domestic flights, except for flights affected by unforeseen causes, reports the Bangkok Post.
Affected passengers will receive full refunds, which must take place within:
- 14 days for tickets paid with cash
- 45 days for tickets paid with credit cards
- 60 days for tickets bought through online travel agencies.
If an affected traveller chooses a refund in the form of credit, travel voucher, mileage rewards or others, compensation must be made within seven days after the traveller files all the documents needed.
For passengers who do not want a refund and still need to travel, airlines must arrange for optional flights by the same or other airlines to their destinations or nearby destinations as soon as possible. The optional flights can be scheduled within the same day or later in accordance with travellers’ decisions.
For consequential damages such as accommodation and related travel expenses, affected passengers can demand compensation from airlines. If they are unable to settle compensation, travellers can exercise their legal rights or ask the Office of the Consumer Protection Board to act on their behalf.
The CAAT has ordered airlines to improve their communication channels to receive complaints from travellers. It will discuss the issue with airlines on Tuesday.
Transport Minister Phiphat Ratchakitprakarn said the global energy crisis has forced many airlines to change flight schedules to cope with costs and optimise passenger numbers aboard planes. However, airlines must still comply with compensation rules, he said.