Thai Airways, Thailand's national flag carrier, issued an apology to passengers on 29/9, stating it was mobilizing additional staff and resources to address the significant luggage backlog at Suvarnabhumi Airport. This situation arose from a staffing crisis caused by recent heavy rains and floods.
The airline confirmed 34 flights were delayed yesterday, and luggage from 52 flights on 26-27/9 remained unsorted and undelivered to passengers, affecting thousands of travelers.
Chai Eamsiri, Thai Airways chief executive officer, expressed "sincere apologies to all passengers for the inconveniences incurred." He pledged the airline would continue monitoring the situation until all luggage was delivered.
Chaos unfolded in the baggage claim area of Suvarnabhumi Airport over the past few days. Many passengers queued for 5-6 hours without receiving their luggage or clear information from staff. Some even had to wait until the following day.
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Baggage piled up at Suvarnabhumi Airport, Bangkok, on the evening of 28/9. *Photo: Khaosod*
Thai Airways attributed the severe disruption to flooding in Bangkok last week, which significantly impacted its ground staff. Many employees residing in eastern areas of the city, where floodwaters rose over one meter, were unable to travel to the airport for work.
While Suvarnabhumi Airport remained operational for takeoffs and landings, the ground staff shortage hampered luggage handling, passenger boarding stairs, and aircraft servicing equipment.
Mr. Chai explained that Thai Airways dispatched vehicles to pick up employees from their homes. However, some staff were still unable to report for duty, fearing their homes would be submerged in "a sea of water." As ground staff numbers dwindled, luggage and cargo began to accumulate at the airport, creating a cascading effect on operations.
Thai Airways also provides ground handling services for various other airlines at Suvarnabhumi Airport. According to Mr. Chai, this factor exacerbated the disruption in baggage sorting and delivery.
Luggage backlog at Bangkok's capital airport on the evening of 28/9. *Video: X/FL360aero*
Sources suggested that Thai Airways prioritized servicing partner airlines' flights to avoid contractual penalties for ground service agreements. Consequently, the airline's own passengers endured luggage backlogs and flight delays lasting many hours.
Airports of Thailand (AOT) and the Ministry of Transport of Thailand are investigating the incident. Administrative penalties for Thai Airways are also under consideration to enforce service quality commitments and prevent similar occurrences.
Instead of requiring passengers awaiting luggage to remain at the airport, Thai Airways advised them to scan a QR code and register their address for home delivery. The airline acknowledged that this situation particularly affected foreign visitors, who often have limited time in Thailand.
Surasak Phancharoenworakul, Minister of Tourism and Sports of Thailand, announced that over 100 military personnel were deployed to assist in transporting the accumulated luggage to passengers' hotels and homes.
Mr. Surasak criticized Thai Airways' response, stating that the disruption harmed Thailand's tourism sector and the national airline's image. He also urged the Ministry of Finance to consider convening a Thai Airways board meeting to discuss the crisis's impact.
Bangkok recently experienced one of its worst floods in history, with over 300 mm of rainfall in two days submerging many city areas, causing widespread chaos and traffic paralysis.
Thanh Danh (According to Nation, Khaosod)
