Customer Reviews - SKYTRAX

✅ Trip Verified | I recently flew with Thai Airways and was extremely disappointed with their baggage policy. They charge an additional fee per kilogram rather than allowing passengers to add a checked bag for a fixed price. As a result, adding a 23kg suitcase cost a staggering $1,120. This price is completely unreasonable especially considering that for a similar amount, I could have upgraded to Business Class, where 40kg of baggage is included. Unfortunately, due to technical restrictions related to our ticket type, we were not given the option to upgrade, despite being willing to pay for it. Their rigid and inflexible policies left us frustrated before our trip had even begun. What makes this even worse is that on the return leg of our journey, flying from Japan to Israel, we had no problem adding the same 23kg suitcase for just $100. This inconsistency is unacceptable and feels like a way to exploit passengers on certain routes. I expected better from Thai Airways and will reconsider flying with them in the future. I strongly advise other travelers to check their baggage policies carefully before booking.

✅ Trip Verified | My experience with this airline was extremely disappointing and it fell far below expectations. I was uncomfortable sitting in my seat and the food was difficult to eat, which was quite disappointing. One of the crew members serving me had noticeably long nails with visible dirt underneath. I wouldn’t choose to fly with them again.

✅ Trip Verified | When I travel and if I'm early I will stand by or show for an earlier flight. Thai doesn't allow that and wanted to charge me 6000THB which was more expensive than the ticket. Gate agent was very rude and not sympathetic.

✅ Trip Verified | The trip started with a super smooth check-in, excellent security and new automated emigration (congrats). After a nice cocktail in the bar things however started to go badly wrong - a short 90 min delay was announced, that later turned out in 5.5 hours. Everything was very poorly managed, with no support from the airline, I did not get any vouchers. Boarding went with an overloaded bus and it took a very long time to get on board. Once on board we faced a very old business class 2-2-2 with no direct aisle access for window seats. Storage was very limited and the seats unacceptable tight for 2025. The flight had a very extensive crew but service was average. I even had to push very hard to get an expresso from a 'broken' expresso machine. Thai seems to suffer from complacency and needs to invest to bring its equipment to a competitive level. Bangkok is a great airport and has massive potential.

✅ Trip Verified | I had to cancel a flight from Manila to Hyderabad due to a change in circumstances. I followed the instructions on their website to email the cancellation and refund request to their customer service team - they didn't respond. I sent a follow-up email - they didn't respond, I sent another and the same. So no response to their instruction on how to cancel a flight (that was within the window for a refund) and they even had the cheek to send me a survey link to rate my flight with them!

✅ Trip Verified | First time the flight left on time and even earlier for the first time in 4 years. I thought we were going to be landing way in advance. Unfortunately we were then in a holding pattern in Bangkok for 15mins. You win some you loose some. It was a ten year old Boeing 777-300. The first meal service was lovely, the breakfast was poor I didn’t eat that. The recline on my seat was broke, which isn’t a deal breaker for me anyway. Crew were great, I still think they can improve but the convenience is the key with a direct flight.

✅ Trip Verified | The lack of consistency with Thai Airways is rather frustrating. They are always a convenient airline to fly to Thailand with, but each flight varies so much. From IFE to food to the cabin crew service. The food on this flight wasn’t nice. The IFE was much better. Was a comfy flight, managed to sleep for 8 hours ON this 13hour flight.

✅ Trip Verified | Facing similar difficulties in redeeming miles as mentioned in our recent BKK-KIX review, we had to additionally pay for possible unusable future miles for this route & class. We were contacted at least thrice for seat changes to end up with this aircraft. The aircraft has 1-1-1 seat configuration (seats A, G, K). The seat seems narrow (29”?), storage space is limited, fully reclined bed is possible but you’d need to rise up to use this feature. Although the A seat is a window seat but your feet always point to the aisle and some seats may not be able to see out of the window. The G & K seats are worse since both have feet pointed to the opposite and face each other. Thus no privacy is assured as hypothesised. The IFE has no map features, only elapsed times are available (aircrew couldn’t get the map features for me). Honestly, we notice that service quality varies depending upon who you’re (ROP/Star Alliance status, ages, familiarity with crew, etc.). This flight was over booked and some were offered to downgrade to P/E with USD 200 compensation, experiencing what just described we regret that we didn’t take that offer! As THAI loyal customers, we’d suggest the airline to consider our comments to improve its quality to be competitive with other Star Alliance carriers in the similar routes which we had rated all of them as excellent.

✅ Trip Verified | After at least four months to book this route using THAI ROP miles on B/C for my wife and me, seats were not available neither from the Star Alliance nor THAI we ended up with another purchase and have to accrue more unusable miles. Online check in, lounge access, & boarding were fine. The aircraft is quite old with 1-2-1 config. Breakfast, Japanese & Thai, were mediocre. Second servings, as well as alcohol, appear in the printed menu but have to be requested. When asked why, we’re told that this is a morning flight and very few passengers request them.

✅ Trip Verified | The airline charges comparable prices to other major carriers but they do not supply what others offer. The plane clean, but older, staff were exceptionally nice. They advertise for WIFI, but it is a scan, none of their older planes have WIFI. They park faraway in the airports and use buses not bridges to save money. Entertainment, all older movies. They either need to drop their prices or improve the service.