THAILAND: Travellers’ guide to new passenger rights for flight delays and cancellations

Here in Australia, we are still waiting for any innovations in passenger rights. In the meantime, Thailand has introduced a new set of passenger rights for flight delays and cancellations.

Thailand has introduced new regulations to protect air passenger rights in the face of unexpected flight delays and cancellations.

From May 20, 2025, airlines are mandated to compensate and assist affected travellers. The Civil Aviation Authority of Thailand (CAAT) announcement applies to passenger rights on both domestic and international flights.

Key passenger rights in the case of flight delays and cancellations

Below are set out the major provisions:

• Delays over 2 Hours: Airlines must offer free food and beverages appropriate to the waiting time and free communication tools, such as phone calls or email access.
• Delays over 5 Hours: Passengers are also entitled to cash compensation of at least 1,500 baht (approx. US$45 / AU$70) or equivalent, e.g., travel vouchers or frequent flyer miles. This form of compensation must be provided within 14 days. Airlines must offer accommodation and transportation if an overnight stay is required.
• Delays Over 10 Hours: Cash compensation rises to between 2,000 to 4,500 baht, depending on flight distance. An option to cancel with a full refund or alternative transportation arrangements should also be offered.
• Flight Cancellations: less than seven days’ notice, or no alternative flight offered plus or minus three hours from original time. The same compensation and assistance as for delays over 10 hours must be offered.
• Domestic Flights: For delays over five hours, cash compensation is now 600 to 1,200 baht. For cancellations, compensation is now 1,200 to 1,500 baht.
• Tarmac Delays: If you are left sitting in an aircraft on the tarmac, the airline must provide adequate ventilation, temperature control, toilet access, and medical services if the delay exceeds three hours. In the case of a significant delay, passengers must be allowed to deplane unless safety or air traffic control considerations prevent it.

Purpose of reforms

The aim is to align Thailand’s aviation standards with international norms. The CAAT plans to launch an awareness campaign to inform passengers of their rights under the new rules.

For more detailed information, travelers can refer to the official CAAT website and download this PDF guide in English or consult airline customer service representatives.

2PAXfly Takeout

Australia needs to adopt a similar model, with an independent Ombudsperson to adjudicate disputes instead of the current, fairly hopeless airline-run body.

At present, it is broadly set by each airline’s terms and conditions of carriage. Generally, if a delay or cancellation is within the airline’s control, assistance such as meal vouchers, accommodation, or rebooking is offered. However, there is no mandate by law that these things be offered.

Proposed Australian legislation

The government’s proposed draft Aviation Customer Rights Charter would provide a structured approach to passenger rights in the case of flight delays and cancellations. It proposes full refunds for delays of more than three hours, processing of refunds within 14 days, and assistance in terms of meals, accommodation, transfers, etc. Finally, the draft legislation proposes creating a new Aviation Ombudsperson.

Where it falls down is in the lack of a mandate for automatic compensation for delays and cancellations.

These suggested changes may be an OK first step, although not in the eyes of consumer magazine Choice, which thinks they may lead to less than the current protections. They fall way short of EU entitlements.

The new proposals for passengers’ rights have been out for consultation, with feedback closing on the 7th March 2025. If you want to know more, head over to the government’s infrastructure website, and follow the links for the White paper and the proposed Customer Rights Charter, so you can have your say by heading over here