Flight cancelled due to covid. Have been trying for 3 years plus to get refund. Emails not replied to, calls not answered, any time I got a response it was to divert me somewhere else.

This company is horrendous.
We have suffered relentless delays, cancelled flights, being lied to, terrible customer service, I have nothing to say but please do NOT USE This AIRLINE. We have missed our holiday in Thailand and we now have three poorly kids due to the dehydration and heat exhaustion caused by failing air conditioning.

Do not purchase tickets from Thai Airways.. I purchased 4 tickets @6735 THB each. Our connecting flight was moved up so we needed to book another flight to make it in time.

I spent hours trying to cancel the flights — online, I downloaded the app, called multiple customer service numbers, and emailed two emails- which you would think is enough to prove an attempt to cancel the flights…. Read: NO ONE IS AVAILABLE when you need help.

When they finally opened I spoke to an agent he said he didn’t see any of my emails or calls. He called us “no shows” and offered zero refund. So if you purchase a ticket you will not be able to change or cancel once you book if you are outside of their office hours. They will then claim you just didn’t show up and give you no refund.

We first had a problem with our baggage. We had an overweight baggage but instead of asking us to pay the fee, they told us to balance the weight ourselves within the bags we had. We had to spend half an hour trying to balance the weight out. We would have been happy to pay the fine since we were only 5 kg over. The staff was rude, and no one offered any help or guidance. No one provided any information or instructions on where we should go.

We then missed our connecting flight to Belgium. We originally had a flight at 9:10 pm to Bangkok for our connecting flight at 11:40 pm, but our flight to Bangkok got delayed and was rescheduled to 10:15 pm. This meant we would arrive in Bangkok at 11:20 pm, assuming no further delays, causing us to miss our connecting flight to Australia and subsequently to Belgium. We had to stay in Bangkok for one night with no help or support from Thai Airways. We also got no information about what would happen and had to book a flight back ourselves.

Overall, this was a horrible experience with poor customer service and no assistance provided.

I chose Thai Airways to travel to Germany this year but regret it. This will be the last time I chose Thai airways as an airline. It was the first time I travelled with my 6 month old, I paid over $500 for my infant however did not get a bassinet on any of the flights to Germany and back (to Melbourne). What did I pay for? The air he breathes on board? Thai airways would rather sell another ticket for profit and let you hold your baby for 11h, in an already extremely tight seat. I was restricted in my breastfeeding (not enough space), I was restricted in eating (you can’t put the table down, let alone a tray of food while holding a moving baby). Also they’d rather put your child at risk than provide you with an extra seat, so if you fall asleep while holding your baby bad luck.
On the last stretch (Bangkok - Melbourne flight), the lovely lady in my row offered to move the a free seat in the emergency lane so I could have space for my son to sleep on. They denied her the seat because those emergency seats cost extra, and we had not paid for that seat (it was empty the entire 9h flight). Staff were rude and not at all accommodating for me and my baby. I’ve never experienced anything like it. Shame on you Thai Airways