I was booked to fly with Thai Airways on TG910 on March 3 from Bangkok to London (departing 1255, arriving 0715), where I had a connecting flight with Eurowings to Berlin.
On March 2, I received a notice that TG910 had been rescheduled due to technical reasons, with the new departure at 0730, arriving into London at 1240.
My connection with Eurowings was booked at 0840 on March 3, so I contacted the Thai Airways reservations department to sort the matter out. The representative said I would have to speak to the ticket desk in the morning.
The next day, staff told me they would send a message to London to rebook my Eurowings flight. I got the same assurance at the gate, and from the onboard purser – who even said the captain had been involved.
On arrival, the Thai staff had no record of my name. After much to and fro, I was told it had nothing to do with Thai Airways and I would have to sort it out myself.
I then went to the Eurowings ticket desk and found I’d missed the last flight to Berlin by 20 minutes. The rebooking fee would have been approximately £60 (US$81), but instead I had to buy a new ticket with Lufthansa for £334 (US$451).
By the time I arrived it was 11pm, and there were no more trains running to my destination so I had to take a taxi, which cost €76 (US$90) (versus €10/US$12 for the train), arriving at 1.30am for a 9am meeting.
I received nothing but false and misleading information from Thai Airways during the incident and have had no follow-up from Thai Customer Care in the six weeks since. I want to know why there was such misinformation, and more importantly, how Thai Airways will compensate me for the additional cost and great inconvenience caused by their staff.
Brinley Waddell, Bangkok