Thai Airways International Customer Care: Complete, Practical Guide

Key contacts and hours

Thai Airways International (THAI) operates a 24/7 Contact Center reachable from anywhere worldwide. The main number is +66 (0)2-356-1111 (within Thailand: 02-356-1111). Support is available in Thai and English, with additional languages offered subject to staffing. Have your six-character booking reference (PNR), passport name, and travel dates ready to speed verification.

Digital support is available via thaiairways.com and the THAI mobile app (iOS/Android) for booking changes, seat/meal requests, refunds, and baggage tracing links. THAI’s official social accounts (X/Twitter: @ThaiAirways; Facebook: facebook.com/ThaiAirways) respond to general queries; for booking-specific help, use the Contact Center or website forms to protect your data. Call volumes are typically lowest during 02:00–06:00 ICT (GMT+7) on weekdays.

• THAI Contact Center (24 hours): +66 (0)2-356-1111
• Website: https://www.thaiairways.com (navigate to “Contact us” for webforms and office information)
• Head Office: Thai Airways International PCL, 89 Vibhavadi Rangsit Rd., Chatuchak, Bangkok 10900, Thailand
• Social media (general info only): X/Twitter @ThaiAirways; Facebook /ThaiAirways

Managing bookings and changes

You can retrieve and manage your booking on thaiairways.com using your PNR and last name. Common self-service actions include schedule review, selecting seats and special meals, adding frequent-flyer numbers, and in many cases changing flights on the same ticketed routing. If the fare rules allow, the site will display any reissue fees and fare differences before you confirm.

Change fees and conditions vary by fare family and route; most tickets allow date/time changes subject to a reissue fee (if applicable) plus any fare difference. No-shows typically incur additional penalties and can restrict changes, so if your plans shift, contact THAI before departure time. Name changes are generally not permitted; minor spelling corrections (e.g., transposed letters) may be possible—request as early as you can through the Contact Center with passport details for verification.

If THAI makes a significant schedule change or cancels a flight, you are usually offered rebooking options on the next available THAI service in the same cabin. If the alternatives do not meet your needs, ask about rerouting within the same fare rules or an involuntary refund. Keep all communications and the updated itinerary receipts for reference.

Refunds and travel credits

Refund eligibility depends on your fare conditions. Fully flexible fares are refundable; many promotional fares are non-refundable but may allow changes for a fee. In cases of involuntary disruptions (e.g., flight cancellation by THAI), refunds are typically permitted without penalty back to the original form of payment. If you bought through a travel agency or online travel agent, request the refund through that seller.

Submit refund requests via Manage Booking or the online refund/feedback form on thaiairways.com, attaching your e-ticket receipt and any supporting documents (e.g., medical certificates for compassionate waivers). Card refunds generally post to the original card; typical processing at the airline is 7–20 business days, but bank posting can extend total time to 30–45 days. Bank transfer refunds (where available) can take 15–30 business days domestically and longer for international accounts due to intermediary bank handling.

During irregular operations or high volumes, processing can take longer. If you do not see a refund after 45 days, contact the Contact Center with your ticket number (starting 217-), case number, and refund request date. Keep all receipts and correspondence until funds clear your account.

Baggage issues and claims

Report baggage problems before leaving the airport. Visit the THAI baggage service desk to file a Property Irregularity Report (PIR) and obtain a WorldTracer file reference (e.g., TG123456). This reference is essential for tracking. Keep your boarding pass, bag tags, and the PIR copy. You can monitor status via the baggage tracing link from thaiairways.com (WorldTracer) using your reference and last name.

For damaged baggage, submit a written claim as soon as possible; under the Montreal Convention, deadlines are 7 days from receipt for damage and 21 days for delay. Keep receipts for interim purchases; reasonable, essential expenses during delay are typically reimbursed subject to your fare/cabin and local policy. Liability for checked baggage on international itineraries governed by the Montreal Convention is currently limited to 1,288 SDR (Special Drawing Rights) per passenger, unless you made a higher-value declaration and paid any applicable surcharge at check-in.

If your bag remains untraced after 5 days, THAI’s baggage team escalates to a secondary search. At 21 days (or when the airline declares loss earlier), you may initiate a loss claim. Provide an itemized list of contents, purchase dates/values, and proof of ownership where available. For updates, quote your WorldTracer reference to the Contact Center or the airport baggage office noted on your PIR.

Special assistance and service requests

Request wheelchairs, airport assistance, or seating accommodations at least 48 hours before departure via Manage Booking or the Contact Center. THAI accommodates common assistance codes (e.g., WCHR/WCHS/WCHC). For travel with personal oxygen concentrators (POCs) or medical equipment, obtain medical clearance and submit required forms (MEDIF) through the Contact Center; bring device documentation and battery compliance proof per IATA rules.

Special meals (e.g., AVML, VGML, KSML, GFML) should be ordered at least 24–48 hours before departure. Infant bookings (under 2 years) and bassinets are limited and assigned by aircraft type and safety criteria; request early. Strollers are typically accepted to the aircraft door at many stations and returned at the gate or on the belt depending on local procedures.

For unaccompanied minors, THAI offers an escort service for children generally aged 5–11 traveling alone (and on request for older minors, subject to policy). Book through the Contact Center at least 48 hours before departure so paperwork and fees can be arranged. Bring all required documentation: passports, visas, and the signed UM handling form with emergency contacts for both ends of the journey.

Royal Orchid Plus (loyalty) support

Royal Orchid Plus (ROP) is THAI’s frequent-flyer program. Enroll free via thaiairways.com and manage your account, statements, and award bookings online. For account-specific questions (missing miles, name corrections to match passport, tier status), contact the THAI Contact Center and ask for ROP support, or use the online feedback form under Royal Orchid Plus.

Flight miles on THAI typically post within 3–7 days; partner airline accrual can take up to 6–8 weeks depending on the partner. If miles do not post automatically, submit a retro-claim online with your ticket number and boarding pass scans—most partners allow retro-claims within 6 months of travel. Keep all boarding passes and e-ticket receipts until miles are credited.

ROP miles generally expire on a fixed schedule after 3 years from the month/quarter of accrual; check your account for exact expiry rules and dates. Award changes and redeposits are subject to program rules and fees; always review the “Fare/Redemption Conditions” shown at booking before confirming an award.

Complaint escalation and passenger rights

For service issues, first file a complaint with THAI via the website feedback form or the Contact Center; request a case/reference number and keep all documentation. Airlines commonly acknowledge within a few business days and aim to resolve within 30 days, though complex cases may take longer. If you do not receive a substantive response after 30 days, consider escalation.

When departing from the EU or UK on THAI-operated flights, EU/UK passenger rights rules (EC 261/2004 and UK equivalents) may apply for long delays, cancellations, or denied boarding, with compensation bands typically €250/€400/€600 depending on distance and circumstances, plus care and assistance. For international baggage issues, Montreal Convention rules and limits apply as noted above. Keep receipts, time-stamped photos, and all communications to support your claim.

• THAI primary escalation: Contact Center +66 (0)2-356-1111; request supervisor review and a written response
• EU passenger rights information: https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm
• Thailand consumer assistance (general): Office of the Consumer Protection Board (OCPB) hotline 1166; website https://www.ocpb.go.th
• Thailand Civil Aviation Authority (CAAT): https://www.caat.or.th (for aviation consumer guidance and contacts)
• If paid by credit card and services were not provided, consult your card issuer about dispute/chargeback time limits (often up to 120 days from the service date or awareness of issue)

Pro tips for faster resolution

Call during off-peak hours (02:00–06:00 ICT) and keep your PNR, ticket number (217-XXXXXXXXXX), and a concise summary of your request ready. For complex cases (medical, refunds, baggage), submit supporting documents in one PDF to avoid back-and-forth. Always ask the agent to note your file and email you the case number before ending the call.

For airport-day issues, arrive earlier than usual (at least 2.5–3 hours before international departures) and go straight to a THAI customer service desk if your app or the website cannot process a change. Document everything—photos of bag damage, receipts for essentials during baggage delay, and screenshots of schedule-change notices—to strengthen your claim.