Thai Airways is rushing to clear a backlog of passenger baggage at Suvarnabhumi Airport after heavy rain and flooding in Bangkok disrupted ground-handling operations.
The airline said on 29 September that baggage from 52 flights operated on 26–27 September was still being processed and delivered to passengers. It has deployed additional staff and resources to sort, transport and return the baggage as quickly as possible.
Thai Airways CEO Chai Eamsiri apologised to passengers for the disruption and said the airline would continue monitoring the situation until all remaining baggage had been delivered.
Flooding leaves ground staff unable to reach airport
The airline said the flooding particularly affected its ground-handling workforce, with many employees living in areas of eastern Bangkok where floodwaters had risen to more than 1 metre.
Although Suvarnabhumi Airport itself remained operational and flights could continue taking off and landing, some employees were unable to reach the airport because their homes and surrounding areas were flooded.
The shortage affected baggage loading and transport, passenger stair vehicles and the movement of aircraft service equipment.
Chai said Thai Airways had sent vehicles to pick up employees from their homes, but some remained concerned about their flooded homes and could not report for work.
As staff numbers fell below the required level, baggage and cargo began accumulating at the airport, creating a knock-on effect across operations.
Thai Airways handles other airlines’ ground operations
Chai said Thai Airways’ disruption was also linked to its role as a ground-handling provider for other airlines.
The airline has its main operating base in Bangkok and handles a large number of flights. In addition to its own flights, it provides ground-handling services for other airline customers.
Thai Airways has asked Airports of Thailand to coordinate with other ground-handling operators to take over some work for those airline customers.
The airline also said it would consolidate or cancel flights in advance when it determined that operations could not be managed, with affected passengers transferred to other airlines.
Passengers told not to wait at airport
Thai Airways acknowledged that communication with passengers had also been difficult because staff shortages meant it could not provide precise information on when delayed baggage would arrive.
The airline has adjusted its approach by asking passengers to scan a QR code and register a delivery address instead of waiting at the airport.
Thai Airways said the situation had a greater impact on foreign passengers who have limited time in Thailand, while Thai passengers could generally wait for baggage to be delivered to their homes.
Thailand Post, volunteers join effort
Thailand Post has provided personnel and vehicles to help sort and transport baggage.
Thai Airways has also mobilised volunteer staff from its headquarters to assist at the baggage-claim terminal and catering operations.
The airline expects the situation to ease on 29 September.
As of 29 September, baggage from the 52 flights on 26–27 September was being delivered to passengers who had already registered their details.
34 flights delayed
Thai Airways reported 34 delayed flights on 28 September.
The airline also announced cancellations on some routes on 29–30 September due to the Bangkok flooding situation.
Minister says more than 100 troops deployed
Tourism and Sports Minister Surasak Phancharoenworakul said more than 100 military personnel had been deployed to help move accumulated baggage and deliver it to passengers’ hotels and homes.
He said the baggage problem had also affected subsequent flights because aircraft carrying undelivered baggage could not operate normally, while outbound passengers’ baggage could not be loaded onto aircraft.
Surasak criticised Thai Airways’ management over its handling of the situation and said the disruption was affecting Thailand’s tourism and the national airline’s image.
He also said the Finance Ministry should consider calling a Thai Airways board meeting to discuss the impact of the incident.
How to track your baggage
Passengers who have already registered their baggage for delivery can wait for Thai Airways staff to contact them by phone or email to confirm their details before delivery.
Passengers collecting baggage themselves can contact the Baggage Service Office on Level 2, in front of the domestic passenger exit, from 06:30–23:30 at 0-2134-5373–74.
For baggage enquiries, domestic passengers can call 0-2134-5373–74, while international passengers can call 0-2134-5466–68.
