THAI Airways stranded baggage recovery, airline Chief Executive apologises to affected passengers

Following the recent flooding in the Bangkok area, a total of 10,000 pieces of checked baggage with THAI Airways was left stranded at its main hub Suvarnabhumi Airport between September 26 and 28. The airline has also cancelled and rescheduled a series of flights through October 3.

In a report from the Bangkok Post, Thailand’s Transport Ministrer Phiphat Ratchakitprakarn stated around 18% of the stranded baggage have been cleared as of Wednesday, September 30. 1,800 pieces of luggage have been sent out for delivery to passengers who registered with the airline. THAI Airways and authorities have estimated it would take 3-4 days to clear the backlog at a rate of 2,000 bags a day.

The baggage backlog has been attributed to the recent floods which prevented airline and airport staff from getting to the airport when the water levels made access to the airport impossible. To help clear the baggage backlog, the Thai government has brought in military personnel and the airport along with THAI Airways have deployed additional staff.

“However, the additional staff can help only with physically demanding jobs, while some operations still require THAI staff with specialised skills,” Phiphat said.

The airline has apologized to affected passengers saying in a notice: “We sincerely apologize for the delay in baggage delivery. Due to severe flooding currently affecting Bangkok and surrounding areas, we are experiencing a shortage of ground staff. As a result, passengers will experience delays in the delivery of their baggage. We are working urgently to resolve this issue and apologize for any inconvenience caused.”

Affected passengers can check and track their baggage through Suvarnabhumi Airport’s online bag tracking system. It can be claimed at the THAI Airways Baggage Service Center/Baggage Claim Counter at the airport, or delivered to their accommodation.

Flight cancellations between October 1-3

In a recent update on its website, THAI Airways have advised of a series of 37 domestic and international flight cancellations and delays/rescheduling between October 1 and 3.

“THAI is closely monitoring the situation and is taking all necessary measures to address the situation until operations return to normal.”

Affected passengers are advised to contact the airline’s local or overseas contact centers for further information.

“THAI sincerely apologizes for any inconvenience caused.”

THAI Airways Chief Executive apologises to affected passengers

Following the flooding and the start of the stranded baggage situation, THAI Airways has received criticism including from government officials. In a recent press conference, THAI Airways Chief Executive Chai Eamsiri addressed the efforts to reunite baggage with owners, the ability of ground staff and specialized personnel to get to the airport, and apologized to affected passengers.

Eamsiri apologized to passengers directly saying: "I sincerely apologise to all passengers for the inconvenience caused. Thai Airways is making every effort to ensure that passengers are reunited with their baggage as soon as possible. We will continue to closely monitor the situation until all affected baggage has been successfully delivered."

Of the 500 ground staff, Eamsiri said the airline was short of 200 to 300 workers during the disruption. The airline’s normal schedule of around 110 flights was cut by 30% to help manage and ensure the on-time operations of the other flight operations.