Orient Thai Airlines in consumer dispute: customers want response and refunds for flight cancellations
Over 10,000 possibly affected, as the airline suspended flights on its Hong Kong to Bangkok route in March, promising refunds, but customers have not received any updates.
More than 10,000 passengers could have been affected by the cancellation of flights between Hong Kong and Bangkok by Orient Thai Airlines, as consumers complain they could not reach the company for refunds promised.
The airline, which operates only one plane on this route, has suspended service since March due to “mechanical problems”. The Boeing 747 model can carry about 400 people per flight.
Travel Industry Council executive director Joseph Tung Yao-chung estimated that at least 10,000 passengers had been affected since the suspension, given the popularity of the route among budget travellers.
Tung also added that over 100 travel agencies had complained to the council about the cancellations since March.
The Thailand-based airline originally promised customers a refund in 45 days, but both travel agencies and individual travellers said they have neither received the money nor updates about the refund arrangement.
The Travel Industry Council successfully came into contact with the airline’s headquarters in Thailand last week, and a senior management member promised to send representatives to Hong Kong to negotiate the refund. But the company had not fixed a time to meet with local representatives.