TURBULENT SERVICE

On 28 November, I sent the following complaint to Thai Airways via the online feedback system: “My daughter and I travelled on Thai Airways business class from Singapore to Dubai, transiting in Bangkok flight TG404 on 24 November.

My daughter was seated in 18F. She noticed from the minute we boarded the plane that her in-flight entertainment system screen was locked in a preview of a particular movie and could not be used. After take-off she alerted two members of the crew, half an hour apart. Both crewmembers advised her that they would reset the system but did not bother to follow up on the situation despite intermittent reminders. Their ‘resetting’ of the entertainment system was not apparent as the screen continued to stay on the same movie preview screen throughout the flight.

I am extremely appalled by the lapse in service by two members of your crew serving in the business class cabin. Surely such crew members, serving your more premium passengers, should at least have followed up on the situation even if they were unable to provide a solution.

Furthermore, when we transited in Bangkok we asked the staff at the Thai Airways lounge to bring forward our return flight from Dubai to Bangkok (Flight TG518) from 28 to 27 November.

After a day in Dubai, I realised I had not received any confirmation email from the airline confirming this change. I rang Thai Airways’ ticketing office in Dubai, only to find out that the staff member in Bangkok had changed our flights to November 26 – a whole day earlier than requested. Thankfully we had caught this mistake in time and were able to amend the reservation to the original November 28.

Such service is completely unacceptable for any airline, let alone in the business class setting. Ticketing mistakes especially would entail significant consequences for any passenger.

It took more than six months and several reminders to elicit a response from Thai Airways. The least I expected was a detailed explanation about the lapses in service both on air and ground. Instead the airline offered to compensate me with 1,000 miles, which I found insulting. The failings in service are a gross misrepresentation of the “smooth as silk” motto. My experiences with Thai Airways could not have been more turbulent.

Tan Kok Wee, Singapore

FROM THE EDITOR:

Business Traveller Asia-Pacific contacted Thai Airways several times but has not yet received a response.