Thai Airways chaos sparks compensation demands as ministry weighs ground-handling concession review

Transport Ministry will consider reviewing airport ground-handling concessions after Thai Airways’ service failures prompted parliamentary demands for passenger compensation and scrutiny of a proposed 25-year contract for a third operator. Deputy Transport Minister Siripong Angkasakulkiat gave the response in the House of Representatives on October 1, 2026, answering questions on behalf of Transport Minister Phiphat Ratchakitprakarn. Democrat party-list MP Sakoltee Phattiyakul raised the issue during a sitting chaired by House Speaker Sophon Saram, accusing Thai Airways of failing to manage the baggage and cargo disruption at Suvarnabhumi Airport and damaging Thailand’s tourism image and reputation.

Ministry considers contract changes but flags existing obligations

Siripong said the ministry would examine criticism concerning differences in contractual penalties for delayed baggage handling on Thai Airways’ own flights and those of other airlines.

Siripong identified three providers: Thai Airways, whose concession remained in force; Bangkok Flight Services (BFS), whose contract was approaching expiry; and AOT Ground Aviation Services (AOTGA), which was awaiting contract signing.
 

“Thai Airways’ contract has not yet expired. Trying to amend it could breach the contract. But if market competition comes into play, I believe Thai Airways’ contract will certainly change in the future,” Siripong said.

Siripong explained that Thai Airways had received a longer concession than other operators because the agreement had been made when the airline was still a state enterprise. The ministry would consider whether the duration remained appropriate and examine proposals to review concession periods.

Siripong said the ministry had offered assistance and mobilised support, while responsibility on the service provider’s side was a matter for the airline’s board to consider.

Ministry mobilises support to protect Thailand’s reputation

Siripong said the ministry had worked to coordinate assistance from Airports of Thailand (AOT), the Civil Aviation Training Center, the Royal Thai Air Force and Aeronautical Radio of Thailand, although initial coordination had been difficult.

Siripong noted that Thai Airways’ status had changed from a state enterprise dependent on government support to a private company attempting to resolve problems itself and minimise the burden on the public and state.

However, Siripong said Phiphat had stressed that all parties needed to help because Thai Airways remained the national carrier. The airline could not focus solely on profit and loss when it also carried responsibility for Thailand’s reputation and image, whose value could not be measured financially.

Sakoltee cites more than 10,000 stranded bags

Sakoltee said the disruption, which began on September 26, had involved baggage waits of six to eight hours or more, inadequate passenger notification and flights departing without passengers’ luggage. He cited a backlog exceeding 10,000 bags and around 40–50 cancelled flights.

“No one else can be blamed for this. Thai Airways must take responsibility. The CEO may be good at financial rehabilitation and making the company profitable, but in crisis management and service, you have failed completely,” Sakoltee said.

“You acted heartlessly by leaving junior ground staff to face passengers’ anger and be reduced to tears, while executives failed to arrive promptly to manage the situation on the ground.”

Sakoltee said the Thai Meteorological Department and the Civil Aviation Authority of Thailand (CAAT) had issued advance warnings about heavy rain. Other airlines had managed the situation, he argued, while Thai Airways had allowed ground staff to return home and then failed to arrange replacements quickly enough.

Sakoltee also alleged that Thai Airways had prioritised work for client airlines to avoid contractual penalties, leaving its own passengers waiting.

Sakoltee questioned why the problems had continued for five days before the transport minister inspected operations, despite the Transport Ministry having a representative on the airline’s board and the Finance Ministry remaining a major shareholder.

MP demands proactive compensation and shorter concessions

Sakoltee urged the government and Thai Airways to arrange compensation for affected Thai and foreign passengers beyond the statutory minimums. He argued that the airline should not invoke force majeure arising from a natural disaster to deny responsibility.

Sakoltee said compensation should cover replacement flight tickets and hotel bookings wasted because passengers missed connecting flights. Thai Airways should use its passenger database to contact affected customers and offer compensation directly, rather than waiting for them to submit claims.

Sakoltee also called for a review of the proposed 25-year concession for a third ground-handling provider. He described the project as worth more than 70 billion baht and said the Cabinet had approved it on September 9.

Sakoltee argued that 25 years was too long for a service contract. He called for a shorter term and disclosure of contractual conditions and key performance indicators to Parliament and the public, warning that lengthy agreements could encourage monopoly power and inefficiency.

Siripong accepted the proposals for consideration and said he would coordinate with the relevant agencies on corrective action and improvements.