Thai Airways sets 30-day probe into baggage crisis as Chai suspended

Thai Airways International has ordered a fact-finding investigation into its recent baggage and ground-service crisis to be completed within 30 days, while Chief Executive Officer Chai Eamsiri remains suspended from his duties.

Lavaron Sangsnit, permanent secretary for finance and chairman of the Thai Airways board, said the investigation would examine the airline’s handling of the disruption, which at its peak left an estimated 20,000–25,000 pieces of passenger baggage delayed and affected more than 200 flights.

The board has assigned Pol Gen Thatchai Pitaneelaboot, deputy national police chief and a Thai Airways director, to chair the fact-finding committee. The investigation must be completed within 30 days of the committee’s formal appointment.

The board suspended Chai from performing his CEO duties after problems with crisis management led to flight delays, a large baggage backlog and disruption to ground services.

Staffing and emergency response under review

Lavaron said the investigation would seek to identify weaknesses in the airline’s response and prevent similar problems in future.

One issue concerns staffing after as many as 200 frontline employees were unable to report for work because of flooding in Bangkok.

The review will also examine delays in activating emergency procedures.

According to Lavaron, Thai Airways did not move quickly enough during the initial disruption to use existing arrangements for bringing in reserve personnel, including military personnel, to support ground operations.

The board also wants the investigation to examine ground-service providers, outsourcing arrangements and management structures, including WingSpan Services Company Limited and other external contractors.

The review will consider possible shortcomings involving operational systems, contingency plans, personnel and management accountability.

Compensation package proposed

Thai Airways management has also been asked to prepare a compensation package for affected passengers for consideration by the board.

One option is to award additional frequent-flyer miles to passengers who experienced serious disruption.

Lavaron said the scale of the baggage crisis was unprecedented for the airline and that many passengers had faced difficulties and additional expenses, including having to buy essential items while waiting for their luggage.

The airline has also changed its approach to returning delayed baggage, using available flights operated by other airlines where possible rather than waiting solely for Thai Airways services.

Thai Airways is bearing the additional freight costs required to send outstanding baggage on other carriers serving passengers’ destinations in an effort to return luggage as quickly as possible.

Management has also adopted a broader principle for compensation, under which affected passengers should receive the benefits to which they are entitled even if they have not formally submitted a complaint.

The airline is also preparing measures aimed at restoring passenger confidence following the disruption.