Thailand tightens aviation compensation

Passengers move at Suvarnabhumi International Airport in Bangkok (Thailand) - Photo: REUTERS

Since May 20, new regulations of the Civil Aviation Authority of Thailand have officially taken effect, forcing airlines to compensate and provide support to passengers when flights are delayed or canceled.

This is considered an important step forward in protecting consumer rights in the aviation sector in Southeast Asia, where flight delays and cancellations are still common.

Detailed regulations

For international flights, airlines must provide assistance or compensation to passengers when flights are delayed or canceled without prior notice.

If the flight is delayed for more than two hours, the airline is responsible for providing free food and drinks and free access to communication services.

In case the flight is delayed for more than five hours, in addition to basic support, passengers will be compensated 1,500 baht (about 1.2 million VND) in cash or equivalent within 14 days from the incident.

For flights delayed for more than 10 hours, the compensation will increase according to the distance, from 2,000 to 4,500 baht (1.6 - 3.6 million VND). For flights canceled without at least seven days' notice, the compensation is equivalent to a delay of more than 10 hours.

However, the airline will be exempted from compensation if it can arrange an alternative flight to the same destination within three hours before or after the scheduled time, or if the flight is cancelled due to force majeure such as extreme weather.

For domestic flights, compensation for flight delays has also been increased to 1,500 baht. If passengers are already on board and the flight is delayed, the airline must ensure that the cabin is well ventilated, has a suitable temperature, and has access to toilets and emergency medical services.

Pressure improves

Since 2004, the European Union has applied regulation EU261 on compensation for air passengers, considered the strongest passenger protection regulation in the world .

When a flight is delayed for three hours or more, is canceled within 14 days of departure, or a passenger is denied boarding due to full capacity, compensation can be up to 600 euros (17.5 million VND).

According to Ms. Karolina Wojtal - Director of the European Consumer Center, passengers now often face flight cancellations or delays.

Data from Skycop shows that nearly 2% of departures from EU airports will be delayed or cancelled in 2024, with total compensation estimated at €2 billion.

The introduction of compensation rules is seen as having the potential to improve punctuality. In Australia, experts have criticised the government for not introducing cash compensation for flight delays and cancellations, leading to widespread delays on domestic airlines.

Thailand's stricter regulations will not only improve the punctuality of domestic airlines but also contribute to improving aviation performance in Asia.

According to the latest data from Cirium, the Asia-Pacific region recorded more than 19,000 flight cancellations in April 2025, much higher than the 6,645 flights in North America and 5,311 flights in Europe.

According to Cirium's rankings, two Japanese airlines, Japan Airlines and All Nippon Airways, lead the list of most punctual airlines in Asia-Pacific with on-time performance rates of 80.9% and 80.62%, respectively. Singapore Airlines ranks third with a rate of 78.67%.

Delays and cancellations: customer rights are neglected

While Thailand has just announced a new compensation level of up to more than 1 million VND for passengers whose flights are canceled, in Vietnam, passengers are still unclear about their rights when their flights are delayed or canceled.

According to the regulations of the Ministry of Transport, the compensation level is only 200,000 - 400,000 VND for domestic flights and 25 - 150 USD for international flights, while the waiting time can last for many hours. Normally, compensation is processed within 14 days.

In reality, many passengers are not clearly informed of their rights, do not have reasonable alternatives and have difficulty requesting a refund.

Speaking to Tuoi Tre , a representative of a domestic airline said that the company complies with Circulars 14/2015 and 19/2023 of the Ministry of Transport. When a flight is delayed for a long time, the airline will support meals, change the itinerary or refund. However, cash compensation needs to clearly define responsibilities and not be applied to all situations.

Airlines say that many cases of flight delays and cancellations due to bad weather, air traffic congestion, and technical problems are exempt from compensation under international law and domestic regulations.

However, some companies admit that the notification process is inconsistent. Many customers have to proactively ask for support. The compensation system is not integrated through the application, so customers have to send emails or complaints to get a resolution.

An aviation expert said that airlines cannot afford to ignore passenger rights because of difficulties. The current compensation is too low compared to the damage caused by missing work, missing connecting flights or having to stay overnight.

According to this person, compensation should be considered a mandatory part of after-sales service. Airport authorities need to monitor more closely to protect passenger rights.

Currently, some major airlines such as Vietnam Airlines, Vietjet, and Bamboo Airways have specialized customer service departments and are reviewing the compensation process to make it simpler and more transparent.

NGHI VU - CONG TRUNG

Source: https://tuoitre.vn/thai-lan-siet-chat-boi-thuong-hang-khong-2025052206451645.htm