Thai Airways International (THAI) is establishing a dedicated Customer Care Centre at its headquarters in Bangkok to support passengers whose travel plans were upended by severe flooding in late September. The centre, which opens on 16 October 2026, is part of the carrier's broader effort to manage compensation claims and restore confidence after a period of operational disruption.
Operational impact and response
The floods, which struck between 26 and 30 September 2026, forced THAI to cancel and delay numerous flights, leading to a significant backlog of baggage and a surge in passenger inquiries. The airline has since been working to clear the backlog and address the needs of affected travellers, many of whom incurred additional expenses due to the disruptions.
Located at Building 3, First Floor, THAI Headquarters on Vibhavadi Rangsit Road, the Customer Care Centre will operate from 13:00 to 16:00 on its opening day. From 17 October onwards, it will be open daily from 8:30 to 16:00, including weekends, providing a consistent point of contact for passengers.
What passengers need to bring
Passengers seeking compensation are advised to bring identification documents—such as a national ID card or passport—along with their e-ticket number or boarding pass, baggage tag number, and any supporting documentation for expenses incurred due to delays or cancellations. This will help expedite the claims process.
For those unable to visit in person, THAI has also set up an online submission portal on its website, allowing passengers to file claims remotely. The airline has urged affected travellers to use the online option if they cannot attend the centre during operating hours.
In a statement, THAI expressed its sincere apologies for the inconvenience caused and thanked passengers for their understanding and continued trust. The airline emphasised its commitment to protecting passengers' rights and ensuring that all valid claims are addressed promptly.
The move comes as THAI continues to rebuild its network and service standards. The carrier has been expanding its long-haul presence, with recent additions such as the Warsaw–Bangkok route operated by LOT Polish Airlines, which underscores the importance of Bangkok as a regional hub. THAI's response to the flooding is being closely watched by industry peers, as airlines worldwide face increasing weather-related disruptions.
Travel agents and corporate clients with affected clients are encouraged to direct them to the Customer Care Centre or the online claims portal. THAI has also set up a dedicated hotline for travel trade partners to assist with rebooking and refund requests.
As the region enters the peak travel season, THAI's handling of this crisis will be a test of its operational resilience and customer service commitment. The airline has pledged to keep passengers informed through its website and social media channels.
