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Home » Reader question » Problems with Thai Airways about refund or voucher
Problems with Thai Airways about refund or voucher
Dear readers,
At the end of 2019 we ordered 4 tickets via Vliegwinkel.nl for a flight from Frankfurt to Bangkok (summer 2020) with Thai Airways. The flight has been canceled due to Corona. Since then I have been trying to get compensation (refund, voucher etc.).
Communication with Vliegwinkel.nl was very difficult (no telephone number available, no responses to emails, etc.). Finally received a link via Vliegwinkel.nl to the Thai Airways site where you could make a request for a voucher or rebooking. I submitted a request for vouchers at the end of Oct 2021, but apart from an automatic reply email, I have not received anything from Thai Airways. I have sent several emails and called the office in Bangkok, but so far no result.
Contacted the flight shop again, but they indicate that they cannot do anything and refer back to Thai Airways. I am now quite frustrated but also a little desperate.
Does anyone have a similar experience and a tip what next step I should take?
Thanks in advance.
Regards,
Richard
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It's downright scandalous that Vliegwinkel.nl doesn't want to do anything for you and simply refers you to society. I still don't understand why people book through this and other ticket dealers. It would also not be the first time that the intermediary has received a refund from the company, but has not passed it on to the customer. For example, it happened at D-travel that collected the money but did not pass it on to the rightful claimants and then went bankrupt. Away pennies. Incidentally, a lawsuit involving KLM is still pending about the latter. KLM is still being held liable for those amounts that it did repay to D-trips, and of course does not agree with that.
Since you booked your tickets via Vliegwinkel.nl, they are responsible for handling your problem.
It is of course all too easy to forward you to Thai Airways, but Vliegwinkel is the selling party. I would remind them of their responsibilities and set a deadline for resolution.
If this doesn't help I would officially file a complaint.
Vliegwinkel should handle this process for you. There you booked the ticket and paid for their services (as an “intermediary”). This does not release them from handling this route for you with Thai Airways. That Thai Airways points you back to Vliegwinkel is therefore (unfortunately) justified. After all, Thai Airways has not done business directly with you in this case.
We are in roughly the same situation. We booked a flight Brussels – Phuket with Thai Airways via Connections in February 2020. After several phone calls and emails, nothing has been received yet, no refund but also no voucher. Connections claims that everything will be fine, but that Thai Airways only pays back piecemeal. We also had contact by email with “[email protected]“They have always responded by email and have now requested the flight numbers. we are now waiting for a response.
Hi Alex,
I also encountered this, but to get your money back, there is a little more than a year waiting time. I now have all my money back. You will have to be a little patient!
Problem is familiar to me. Had the same thing with Schiphol tickets. At first no response, then legal assistance was called in. Finally got the promise that it will be resolved. Then received a link via Thai Airways for a renaming. They then come back to it. Finally, legal aid reimbursed me. In any case, never book through an intermediary again, and also not with Thai Airways.
They're all crooks. money making.
No more flying with those thai crooks and book directly with KLM.
Boris
Have now also booked the new tickets with KLM. Costs a bit more, but in case of difficulties it is easier to rebook
Doesn't matter where you booked.
Mentioned here more than once, they (Thai airways) let me stand in Hong Kong airport in March 2020 for my return flight to BKK with my son, yes if you were Thai you could come along, they are apparently less contagious, in that time something like 59 infections in that year….
Yes, I also complained to Thai and a response that it could take a while before compensation would take place.
Believe me, that will have to wait until St. Juttemis.
And to be honest, then I thought, never again with Thai, but recently used again from Brussels to Bangkok. KLM is not everything either.
Unfortunately I have the same problem, never again via Vliegwinkel.nl or other intermediaries and never again with Thai Airways and let this be a warning to other people, do not use Vliegwinkel.nl and other intermediaries and book directly with reputable airlines.
Reputable companies?
Until recently, Thai Airways was always loved here. Unfortunately, they have run into serious problems due to the global crisis. Many other companies have gone under,
Thai Airways is not bankrupt at all until further notice, rest assured that the government will do everything they can to keep them afloat.
That people here on this blog are now all shouting 'Thai Airways NEVER again', well those callers will be the first to use their services again when the economy is running at full speed again. Be honest dear people, their direct flights from Europe is certainly a luxury, and we certainly had no complaints about their service on board. I have already flown with many other and WORSE airlines…
Give them the necessary time and fingers crossed that everything ends up on its feet!
roger,
Thai Airways has NOT JUST “got in trouble because of the global crisis” as you so understandingly write.
Ominous messages about their precarious financial situation came to this blog 3 to 4 years ago (so long before Covid).
Mismanagement, corruption, arrogance and favoritism at the top led to a steady decline.
I doubt that the government would do anything to keep them afloat.
At the start of the corona crisis, and when it became clear how deep the financial pit was, the government casually converted its majority stake of 51,5% to a 49% minority stake so that they would lose less face in a bankruptcy and they would also not have to put down the books themselves.
How unreliable and shaky Thai Airways still is is shown by the cancellation of the recently restarted flights to Brussels in May and June, so that many "believers" will again have to deal with vouchers or agree to a stopover in a neighboring country (road advantage of the popular direct flights)
Marc
Would advise anyone who loves their money to stay far away from Thai Airways. Even after the debt restructuring, with creditors asking for a reduction, there are still 71.000 million baht more debts than assets left, say about 2 billion Euros. In addition, the loss from operating activities in 2021 is 19.700 million baht loss, in 2020 it was 15.700 million baht loss. Could go on but I wouldn't spend money on it, rather a different company than Thai Airways, coffee and sandwiches and airplane meals are also kindly offered elsewhere.
I have no experience with Vliegwinkel.nl but these people do !!!
https://www.reisgraag.nl/vliegwinkel-nl/ervaringen/
Right, and then throw stones at Thai Airways that everything is their fault!
I have always flown with them and have never had any complaints or problems. On the contrary, even their service and friendliness on board, other companies can sometimes take an example from that.
All those callers who never want to fly with them again, well I have my reservations about that.
Obviously you have ALWAYS flown with them or you wouldn't be making such a statement.
For years a drama to fly with them, totally unreliable and the maintenance of their fleet has been a topic in the corridors for years!
Exactly, Ruud, I also suspect that many of those who sing the highest praises have little or no experience with other companies, and then it is soon good, of course. And the maintenance of the fleet – to be honest, I have less confidence in that than with really reputable companies.
If the (return) flight started in the EU:
https://www.thailandblog.nl/lezersvraag/thailand-vraag-vlucht-eva-air-geannuleerd-en-refund/
https://www.thailandblog.nl/lezersvraag/heeft-thai-airways-in-november-en-december-geen-vluchten/
https://www.thailandblog.nl/lezers-inzending/vluchtschema-thai-airways-op-route-brussel-bangkok/
I'm having the same problem, ticket purchased via Schiphol tickets May 2020. Still waiting, I had an email before.
Here too, book directly with the airline !!!
https://www.reisgraag.nl/schipholtickets/
In November 2019, I booked 2 tickets with Thaiairways (live in Thailand) for a flight in September
2020 . Cancellation by Thaiairways with choice of voucher or refund.
Refund requested in May because I didn't want to fly immediately with covid and we knew it was going to take a long time. (also no longer family in Belgium)
Office in Chiang Mai closed in May 2019, everyone was present, but the door was locked and they did not even speak to us. Went back at the end of 2021, but the office was closed.
But been to CNX airport at Thaiairways counter.
They immediately saw my refund request with booking code and had to wait until they started paying back (probably before summer 2022 refund 46000 batht)
Sent an email at the beginning of this year and received a message back that they were working on the refunds and waiting for their turn.
So wait and don't lose my sleep
we also had a booking, and were also unable to leave due to corona. In October 2020 we submitted an application for the refund of our money. Have to add we had to wait a little over a year for our refund. Last year in November 2021 Did we get our money back.
I booked a ticket from Amsterdam to Bkk via D-travel in 2020 and 2021.
At Qatar Airways. In 2020 I received the money back from D trips. In 2021 D-reizen went bankrupt. I then submitted a refund to Airtrade. From this organization I have received the full amount minus 35 euros administration costs back on my account.
Below is a standard answer that you can / can expect from Thai Airways:
All refunds are on hold for the moment. Please kindly be informed that Our local offices are unfortunately unable to give any time frame when the refunds will take place.
Our office also has to wait the decisions on refunds made by the legal companies handling the rehabilitation of our company in Thailand. We will update soon as more information is received.
Dear Richard,
Hopefully I can help you more, like you I also filed a complaint via flightdelayed.be, and even after a long time they have informed me that Thai Airways has gone bankrupt, it was impossible to do anything for me and my file was closed , I then took action myself via the following link: “TCC Service” ;
After a week I received an answer from them with new tickets.
see our conversation here:
Best
I bought tickets from you on December 16, 2019.
The flight was canceled by you.
I would like to receive vouchers for my flights from thai airways.
Booking reference: flight TTUWNC.
Flight from Brussels to Bangkok on May 1, 2020 and flight from Bangkok to Brussels on May 31, 2020.
e-ticket 217-9485541335 in the name of ……. MR and
e-ticket 217-9485541339 in the name of N……. MR
I would like to receive vouchers from you and this for flights for the 2 above-mentioned passengers.
Flight from Brussels to Bangkok on August 31, 2022 and a
Flight from Bangkok to Brussels on September 29, 2022.
Thanks in advance
Kasongo
Their answer:
Dear Yves Nowe;
Thank you for your email.
Your reservation can be booked as follows;
5E7COR
1 ………. MR 2……….. MR
TG 935 W 01SEP 4 BRUBKK HK2 1330 0535+1 *1A/E*
**No flight Brussels to Bangkok on 31AUG22**
TG 934 W 29SEP 4 BKKBRU HL2 0030 0740 *1A/E*
Please review flights details and confirm to issue the tickets by replying to this email.
Please note that after confirm, next time change fee will be applied as per fare restriction.
Best Regards,
Kulthida
Richard , send an email via the above link to Kulthida , you will certainly receive an answer,
Succes
Kasongo
The same for me, I received a total of 6 vouchers, 2 of which have already been reused, which was a bit exciting with the collapse, but without asking I received an email explaining that after the restart a new voucher would be created, and yes, neatly after the restart 6 emails with new voucher numbers. Can only be used by myself or I can also transfer them to other people. Validity 2 years after emission, as indicated. I have already used 2 by sending an email to customer service with the flight I wanted to book and voucher number. I now have 2 left and can book up to 12 months in advance, go again in December and wait until the flight schedules for next year are released and then use the last 2 for flights in June 2023.
The e-mail with the vouchers also stated that you would be refunded after it expired.
So far I have no complaints, ps had booked directly with Thai.
Different experience with ticket brokers
1x opodo and 1×freetickets from the first I immediately received a KLM voucher for my canceled flight to Manila, for which I booked several flights within Europe directly at KLM on the site.. enter voucher number when paying and for the remaining amount you will receive a new voucher that is then valid for 12 months from the day of issue.
With the second one I received a voucher that I could only spend at the online ticket dealer... too bad because those idiots have all tickets around 80-90 euros more expensive than the airlines themselves... but luckily I was able to book a ticket to Bkk for next summer. with finnair for my voucher value.
It is a bit of work to keep track of everything and often had to go after it with those online brokers… to get a few things back… but in the end it worked… no money, but other flights…
I'm - almost - with the same thing. Bought my ticket at Mytrip.com. So they just don't do anything to you. But when Thai airways started flying again, I contacted Thai anyway. Indeed, there could be a rebooking or a voucher. But if the ticket was bought through an agency, then I had to turn to that. I did and still no response. That could turn into a lawsuit.
I received a monthly update from mytrip .. and to my surprise the refund after a year
I booked ThaiAirways at Gate 1,
They hide behind TA, but in fact I booked with them.
is about 4000€,
I also wanted a voucher from GATE 1, but they don't answer my emails anymore,
I think it's an outrageous way to do business.
This is just a scam, and just being pathetic on TV.
Suppose I buy a Philips device from Blokker, and it is broken, then they will exchange it for it anyway, and suppose Philips is bankrupt, it will be neatly resolved.
Shame on you GATE 1 and Thai Airways.
Dear Richard
We have also been working on restitution since the same period, our legal assistance is responsible for this miss casey via central management
It is scandalous, no one feels responsible, but they do enter into a relationship with such an airline, in the meantime, Thai Airways is flying again, but there is no recourse yet, I will continue to the bitter end, after all, it concerns an amount of € 3.300.
I think this is simply rude, while emirates and quatar have already fulfilled their obligations
Good luck ahead
On 19-09-2019 I booked a ticket at Gate 1
For a return flight from Brussels to Bangkok on 06-07-2020
and return on 18/08/2020 To this day, nothing in return.
Gate 1 has also been silent for a year. SCANDALOUS !!!!
They showed that I better write to Thai-Airways myself.
So I didn't. Gate 1 is responsible.
THEY need to sort this out for me and the rest, who had the confidence to book through them..
I wait, but don't forget.
My reviews of Gate 1 are of course not good.
Well I think it's the same situation we booked with mytrip via Skyscanner.
The point is a decision is being made by the government due to Corona, your travel insurance does not cover this, but the consumer is simply left to his own devices.
Understand from Legal Aid that Thai airways does not fall within the European treaty, which is why it may take a while to recover.
I am now one step further. In addition to the head office and branch in Bangkok (following a telephone conversation), I also sent an email to Thai Airways in Brussels. They then forwarded my email to the German branch of Thai Airways and we have now received a German application form for a voucher. Our details had already been entered in this application form and I had to sign it and send a copy of my passport. Have emailed this. Then I received an email that they need 2 to 3 weeks. M curious….
Hallo,
In 2019 I booked and paid for a return flight Brussels-BKK with Thai Airways.
Flight canceled and money lost ... it's that simple ...
Kind regards, Philip
I had booked a flight with FinnAir through eDreams. Looked hopeless at first; eDreams helpdesk could/shouldn't help, I would have to contact a paying number in England etc etc. I sent a registered letter to the head office in Spain and eventually got my flight refunded in March of last year. It takes some effort and keep going.
The EC has a website for these kinds of problems: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show
This sounds so familiar... you are sent from pillar to post.. I booked with TA via supersafer in 2019..the flights were canceled due to the covid..after that I had contact with supersafer where I had booked..their response the refund was requested..I had to wait for the answer..After trying again several times, I contacted TA directly through via..To my amazement they told me that the tickets were still open and there were no refund was requested!!..but of course referred back to supersafer because I had booked there..you guessed it..get a standard answer..we are waiting for a reply from TA for your refund..in other words, thank you for your contribution
I had booked twice directly with Qatar Airways. I had to cancel 2 times due to corona. But each time I received my money back within 2 weeks. So in my opinion Qatar Airways is a very correct company. They are a bit more expensive, but you have no problems with it either
I am now reading a lot of praise about Qatar and Etihad Airways, but believe me… if (for whatever reason) they also have a Rehabilitation Plan and all refunds are on hold – until later decisions – that these will not be reimbursed either doing ! And this is precisely the situation Thai Airways finds itself in (refunds have been put on hold)! I am (almost) sure that once the Rehabilitation plan has been cleared up and the refunds get the green light again, they will also be refunded! But as always, people in Thailand have to be "extremely" patient when it comes to getting money back (especially now that there are a few thousand on the refund list)! I've flown with all these airlines for the last 35 years and can't really say that one or the other is that much better/worse...of course if there are any refund issues then one will be put on the negative list...But as always: if they tomorrow are 50 Euro cheaper than the others, then you should see how quickly they are sold out and everything is forgotten again (and they know that themselves)! Well, that's just how we are! But one thing I never do (anymore) and that is booking through an intermediary ... so I always book directly with the company itself (but this is also no guarantee of any refund if this should occur)! My personal preference has long been Etihad Airways … but I also owe a refund from Thai Airways!