Passenger rights for flights departing from Thailand
FLIGHT CANCELLATION
At Qantas we always aim to get our aircraft away on time. However, there are occasions where this may not be possible and a flight may be cancelled. This notification sets out your customer’s rights under the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights on Domestic and International Scheduled Flights for international flights departing from Thailand.
When does this apply?
Qantas will provide the compensation, reimbursement and/or assistance set out in the document below if:
- We have cancelled your customer’s flight
- The flight was due to depart from an airport in Thailand
- Your customer had a confirmed reservation and
- The flight was due to be operated by Qantas.
1. Compensation: Your customer will receive compensation amounting to 4,500 Baht within 14 days of the cancelled flight for cash payments and 45 days for credit card payments, except when any of the circumstances set out in the Note at the end of this section on Cancellation apply to your customer.
2. Reimbursement and alternatives: We will offer your customer the choice between:
(1) Reimbursement of the full cost of your customer’s ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your customer's original travel plan, together with, when relevant, a return flight to the first point of departure on your customer’s ticket, at the earliest opportunity; or
(ii) Re-routing, under comparable transport conditions, to your customer’s final destination at the earliest opportunity or at a later date at your customer’s convenience, subject to availability of seats.
3. Assistance: We will offer your customer free of charge:
(a) Meals and beverages as reasonable in relation to the waiting time; and
(b) Communication facilities, where required
In the event of re-routing in connection with your customer’s cancelled flight, or if the expected time of departure of the new flight is at least the day after the cancelled flight, we will also offer your customer:
(c) Hotel accommodation:
- Where a stay of one or more nights becomes necessary; or
- Where a stay additional to that intended by your customer becomes necessary; and
(d) Transport between the airport and place of accommodation (hotel or other)
We will endeavour to provide this assistance to your customer as soon as possible. Should we be unable to offer this assistance to your customer in a reasonable time, your customer can make a claim for reimbursement of reasonable expenses here.
Note:
(a) Compensation is based on the flight distance. 2,000 Baht for flights up to 1,500 kms, 3,500 Baht for flights between 1,500 and 3,500 kms, and 4,500 Baht for flights over 3,500 kms.
(b) Your customer will not be entitled to any compensation in the following circumstances:
1. If we have informed you, the travel agent, of the cancellation and details of alternative flight 7 days or more before the scheduled time of departure; or
2. If we have informed you, the travel agent, of the cancellation less than 7 days before the scheduled time of departure but we have offered a new flight which will depart within 3 hours before or after the original departure time and arrive within 3 hours before or after the original arrival time; or
3. If the cancellation is due to extraordinary circumstances which could not have been prevented even if all reasonable measures had been taken. This includes bad weather, political instability, security risks, unexpected flight safety shortcomings, strikes affecting our operations or air traffic management decisions.
Disclaimer: Disclaimer: Footnotes:
^ Reimbursement – For bookings made through a travel agent, you are responsible to complete reimbursement within 60 days. Please note the reimbursement timeline will start from the time we receive the properly completed reimbursement form and other required information from you, or your customer.
** Final destination means the destination on the ticket price presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight. Alternative connecting flights shall not be taken into account if the original planned arrival time is respected.
This Notice is required by Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights on Domestic and International Scheduled Flights. Please refer to the Thailand Civil Aviation Board regulation at https://www.caat.or.th/th/archives/90892 for more information on measures to protect passenger rights.
If you require any assistance or have any questions in relation to the above, please submit a Customer Care form on behalf of your customer.
Passenger rights for flights departing from Thailand
FLIGHT DELAYS
At Qantas we always aim to get our aircraft away on time. However, there are occasions where this may not be possible and a flight may be delayed. This notification sets out your customer’s rights under the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights on Domestic and International Scheduled Flights for international flights departing from Thailand.
When does this apply?
Qantas will provide the compensation, reimbursement and/or assistance set out in the document below if:
- We have delayed your customer’s flight for more than 2 hours
- The flight was due to depart from an airport in Thailand
- Your customer had a confirmed reservation
- The flight was due to be operated by Qantas and
- Your customer has presented themselves for check-in as indicated to you in advance in writing or electronically, or if no time has been indicated, not later than 24 minutes before the published departure time.
Qantas will also provide the compensation, reimbursement and/or assistance set out in the document below regardless of whether your customer has presented themselves for check-in if:
- For any reasons, your customer has been transferred from their reserved flight to a new flight operated by Qantas and their new flight is delayed for more than 2 hours; or
- Your customer has been notified at least 24 hours before the flight’s original departure time that their flight has been rescheduled, and the new departure time is more than 5 hours than the original departure time; or
- Your customer has been notified less than 24 hours before the flight’s original departure time that their flight has been rescheduled, and the new departure time is more than 2 hours than the original departure time.
And where:
- We reasonably expect the flight to be delayed beyond its scheduled departure time by XX hours or more
1. Compensation: If your customer’s flight is delayed, they may be entitled to compensation within 14 days of the delayed flight, unless the delay was due to extraordinary circumstances which could not have been prevented even if all reasonable measures had been taken. Extraordinary circumstances include bad weather, political instability, security risks, unexpected flight safety shortcomings, strikes affecting our operations or air traffic management decisions.
Compensation amounts:
- For delays of less than 5 hours: no compensation
- For delays between 5 and 10 hours: 1,500 Baht.
- For delays of more than 10 hours: 2,000 Baht for flights up to 1,500 km, 3,500 Baht for flights between 1,500 and 3,500 km, and 4,500 Baht for flights over 3,500 km
2. Assistance: If your customer’s flight is delayed for more than 2 hours, we will offer your customer free of charge:
(a) Meals and beverages as reasonable in relation to the waiting time; and
(b) Communication facilities, where required
In the event of an overnight delay and the flight is delayed for more than 5 hours, we will also offer your customer:
(c) Hotel accommodation:
- Where a stay of one or more nights becomes necessary; or
- Where a stay additional to that intended by your customer becomes necessary; and
(d) Transport between the airport and place of accommodation (hotel or other)
We will endeavour to provide this assistance to your customer as soon as possible. Should we be unable to offer this assistance to your customer, they can make a claim for reimbursement of reasonable expenses here.
Reimbursement and alternatives
Where the delay is between 5 hours and 10 hours, in addition to compensation and assistance, we will also offer reimbursement^ of the full cost of the ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your customer’s original travel plan, together with, when relevant, a return flight to the first point of departure on your customer’s ticket, at the earliest opportunity.
Where the delay is more than 10 hours, in addition to compensation and assistance, we also offer your customer the choice between:
(i) Reimbursement^ of the full cost of the ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your customer’s original travel plan, together with, when relevant, a return flight to the first point of departure on your customer’s ticket, at the earliest opportunity
(ii) Re-routing, under comparable transport conditions, to your customer’s final destination** at the earliest opportunity or at a later date at your customer’s convenience, subject to availability of seats ;.
Delay on Tarmac
Where the flight is delayed while the aircraft is on the ground and your customer has boarded the aircraft, we will ensure that:
- Ventilation, air-conditioning and lavatories are available;
- Necessary medical assistance is available for those in need, to the extent practicable; and
- If the delay is more than 3 hours with no definite take-off time, customer’s will be permitted to disembark, unless prevented for security, safety immigration or air traffic reasons.
Disclaimer: Footnotes:
^ Reimbursement –For bookings made through a travel agent, the travel agent is responsible to provide reimbursement within 60 days. Please note the reimbursement timeline will start from the time we receive the properly completed reimbursement form and other required information from you.
Disclaimer: ** Final destination means the destination on the ticket price presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight. Alternative connecting flights shall not be taken into account if the original planned arrival time is respected.
This Notice is required by the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights. Please refer to the Thailand Civil Aviation Board regulation at https://www.caat.or.th/th/archives/90892 for more information on measures to protect passenger rights.
If you require any assistance or have any questions in relation to the above, please submit a Customer Care form on behalf of your customer.
Passenger rights for flights for flights departing from Thailand
DENIED BOARDING
This policy only applies to denied boarding due to overbooking or change of aircraft type.
Voluntary denied boarding: Before we deny anyone boarding for a flight, we will call for volunteers to surrender their reservation in return for benefits under conditions to be agreed between the customer and us, and also the compensation, reimbursement and assistance below.
Involuntary denied boarding: If an insufficient number of volunteers comes forward, and we deny your customer boarding against their will, we will provide the customer with compensation, reimbursement and assistance below.
1. Compensation: Customers will receive compensation amounting to 4,500 Baht. Compensation is based on the flight distance:
- 2,000 Baht for flights up to 1,500 km
- 3,500 Baht for flights between 1,500 and 3,500 km
- 4,500 Baht for flights over 3,500 km
2. Reimbursement and alternatives: We will offer your customer the choice between:
(i) Reimbursement of the full cost of their ticket, at the price for which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your customer’s original travel plan, together with, when relevant, a return flight to the first point of departure on your customer’s ticket, at the earliest opportunity; or
(ii) Re-routing, under comparable transport conditions, to your customer’s final destination** at the earliest opportunity or at a later date at their convenience, subject to availability of seats.
3. Assistance: we will offer your customer free of charge:
(a) Meals and beverages in a reasonable relation to the waiting time; and
(b) Communication facilities, where required
In the event of re-routing in connection with your customer’s denied onboard flight, or if the expected time of departure of the new flight is at least the day after the denied onboard flight, we will also offer your customer:
(c) Hotel accommodation:
- Where a stay of one or more nights becomes necessary; or
- Where a stay additional to that intended by your customer becomes necessary;
(d) Transport between the airport and place of accommodation (hotel or other)
We will endeavour to provide this assistance to your customer as soon as possible. Should we be unable to offer assistance to your customer, they can make a claim for reimbursement of reasonable expenses here.
Footnotes:
^ Reimbursement –. For bookings made through a travel agent, the travel agent is responsible to provide reimbursement within 60 days. Please note the reimbursement timeline will start from the time we receive the properly completed reimbursement form and other required information from you.** Final destination means the destination on the ticket price presented at the check-in counter or, in the case of directly connecting flights, the destination of the last flight. Alternative connecting flights shall not be taken into account if the original planned arrival time is respected.
This Notice is required by the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights Refer to the Thailand Civil Aviation Board regulation at https://www.caat.or.th/th/archives/90892 document for more information on measures to protect passenger rights.
If you require any assistance or have any questions in relation to the above, please submit a Customer Care form on behalf of your customer.
Passenger rights for flights departing from Thailand
SEAT CLASS CHANGE
At Qantas we always aim to [provide your customer with the seat class they reserved]. However, there are occasions where this may not be possible, and we may need to change the seat class. This notification sets out your customer’s rights under the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights on Domestic and International Scheduled Flights for international flights departing from Thailand.
Any change in your customer’s seat class is always subject to the customer’s consent. Should they agree to change their seat class, we will offer your customer the following.
Seat class upgrade: we will offer this free of charge.
Seat class downgrade: we will offer your customer reimbursement^ of the cost of the ticket at the following rates based on the flight distance:
- 30% for flights up to 1,500 km
- 50% for flights between 1,500 and 3,500 km
- 75% for flights over 3,500 km
^ Reimbursement – For bookings made through a travel agent, you are responsible to provide reimbursement within 60 days. Please note the reimbursement timeline will start from the time we receive the properly completed reimbursement form and other required information from you. A refund application will need to be submitted via BSPlink or ARC. For further details, please refer to the Qantas Refund Policy
This Notice is required by the Regulation of the Civil Aviation Board No. 101 Measures to Protect Passenger Rights Refer to the Thailand Civil Aviation Board regulation at https://www.caat.or.th/th/archives/90892 document for more information on measures to protect passenger rights.
If you require any assistance or have any questions in relation to the above, please contact Qantas Agency Connect.
For further assistance or to lodge a complaint, please contact:
Civil Aviation Authority of Thailand (CAAT)
- Website: www.caat.or.th or https://complaint.caat.or.th
- Phone: 0 2568 8816
- Email: erd_inspector@caat.or.th