Passengers move around at Suvarnabhumi International Airport in Bangkok, Thailand - Photo: REUTERS
Starting May 20th, new regulations from the Civil Aviation Authority of Thailand officially came into effect, requiring airlines to compensate and provide assistance to passengers when flights are delayed or canceled.
This is seen as an important step in protecting consumer rights in the aviation sector in Southeast Asia, where flight delays and cancellations remain common.
Detailed regulations
For international flights, airlines must provide assistance or compensation to passengers when flights are delayed or canceled without prior notice.
If a flight is delayed by more than two hours, the airline is responsible for providing free food and drinks and free access to communication services.
In the event of a flight delay exceeding five hours, in addition to basic assistance, passengers will be compensated 1,500 baht (approximately 1.2 million VND) in cash or equivalent form within 14 days of the incident.
For flights delayed by more than 10 hours, compensation increases with distance, ranging from 2,000 to 4,500 baht (approximately 1.6 - 3.6 million VND). For flights canceled without at least seven days' notice, the compensation is the same as for delays exceeding 10 hours.
However, the airline will be exempt from liability if it can arrange an alternative flight to the same destination within three hours before or after the scheduled time, or if the cancellation is due to force majeure events 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 when a flight is delayed, the airline must ensure the cabin is well-ventilated, at a suitable temperature, and that restrooms and emergency medical services are accessible.
Pressure to improve
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 by three hours or more, canceled within 14 days of departure, or passengers are denied boarding due to overbooking, compensation can reach up to 600 euros (17.5 million VND).
According to Karolina Wojtal, director of the European Consumer Centre, passengers now frequently face flight cancellations or delays.
Data from Skycop shows that nearly 2% of flights departing from EU airports will be delayed or canceled in 2024, with total compensation estimated at €2 billion.
Implementing compensation regulations is believed to have the potential to improve on-time flight performance. In Australia, experts criticize the government for not introducing regulations requiring cash compensation for delayed or canceled flights, leading to widespread delays for domestic airlines.
Thailand's implementation of stricter regulations not only improves the punctuality of domestic airlines but also contributes to enhancing the overall aviation efficiency in Asia.
According to the latest data from Cirium, the Asia-Pacific region recorded more than 19,000 canceled flights in April 2025, significantly higher than the 6,645 canceled in North America and 5,311 canceled in Europe.
According to Cirium's ranking, two Japanese airlines, Japan Airlines and All Nippon Airways, lead the ranking of the most punctual airlines in the Asia-Pacific region 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: Passenger rights are being neglected.
While Thailand has just announced new compensation of up to 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 regulations from the Ministry of Transport, compensation is only 200,000 - 400,000 VND for domestic flights and 25 - 150 USD for international flights, while waiting times can extend to many hours. Compensation is typically processed within 14 days.
In reality, many passengers are not clearly informed of their rights, lack reasonable alternative options, and face difficulties when requesting refunds.
Speaking to Tuoi Tre newspaper , a representative of a domestic airline stated that the company complies with Circulars 14/2015 and 19/2023 of the Ministry of Transport. When flights are delayed for an extended period, the airline will provide meals, reschedule flights, or issue refunds. However, cash compensation requires clear accountability and should not be applied indiscriminately to all situations.
Airlines argue that many cases of flight delays or cancellations due to bad weather, air traffic congestion, or technical problems are exempt from compensation under international law and domestic regulations.
However, some airlines acknowledge that the notification process lacks consistency. Many customers have to proactively inquire to find out about support. The claims system is not yet integrated through the app, meaning customers have to send emails or file complaints to get their issues resolved.
An aviation expert argues that airlines cannot disregard passenger rights due to financial difficulties. The current compensation is too low compared to the losses incurred from missed appointments, canceled flights, or having to stay overnight.
According to this person, compensation should be viewed as a mandatory part of after-sales service. The airport authority needs to monitor more closely to protect passengers' rights.
Currently, several major airlines such as Vietnam Airlines, Vietjet, and Bamboo Airways have dedicated customer service departments and are reviewing their claims processes to make them simpler and more transparent.
Source: https://tuoitre.vn/thai-lan-siet-chat-boi-thuong-hang-khong-2025052206451645.htm
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