Thai Airways has apologised to passengers after days of baggage chaos, flight delays and cancellations at Bangkok’s Suvarnabhumi Airport, with the airline admitting responsibility and promising to work around the clock to restore normal operations.
Chief executive Chai Eamsiri issued his first public response to the crisis during a live broadcast on Tuesday, saying the disruption was an operational problem on the ground rather than an issue of company policy.
Chai said fewer than 3% of flights had departed on time over the previous two days, forcing the airline to reduce departures from Bangkok by around 30% to 40% in the coming days.
The move is intended to reduce pressure on ground operations and allow remaining flights to depart more reliably. Thai Airways has also asked other airlines to take on some of its passengers and has transferred some travellers to alternative carriers.
Chai said Thai Airways had been hit particularly hard because Bangkok is its main hub, meaning large volumes of baggage have to be processed at Suvarnabhumi. He said foreign airlines generally load baggage at passengers’ departure points, while Thai Airways handles much of the process through Bangkok.
The airline’s biggest problem has been a shortage of skilled ground staff, particularly workers who require special licences. Chai said the airline had not anticipated how severely flooding and other difficulties would affect its external workforce.
Load masters, who supervise baggage and cargo loading beside aircraft, have been particularly scarce. Around 45 are normally required at any given time, but only about 20 were available.
Thai Airways has brought in licensed executives to help supervise aircraft loading, while managers have contacted employees who were unable to report for work. Military-backed vehicles were also used to reach some difficult areas and transport workers to the airport.
The baggage backlog was further worsened by cargo facilities becoming overcrowded because customers were unable to collect their goods. This blocked equipment needed for normal baggage handling.
Chai said the airline was targeting a complete clearance of stranded baggage from the terminal within 72 hours. About 5,600 bags were still waiting to be processed, with staff separating the backlog from newly arriving luggage to prevent further confusion.
Passengers who registered their baggage details through QR codes will have their luggage delivered to their homes through three courier services, including Thailand Post. Others can collect their bags from the main terminal using their baggage tags.
Thai Airways said baggage from flights operated on September 26 and 27 could be collected at Gate 1 of the arrivals hall on the second floor. The airline will publish updates on which flights’ baggage is ready through its Facebook page and website.
Around 100 personnel from the Royal Thai Air Force and Ministry of Defence have been brought in to assist with the recovery effort, while office staff and senior employees have also been deployed to help frontline teams.
The crisis began on September 26, when heavy flooding around Bangkok disrupted the ability of ground workers to reach Suvarnabhumi Airport. Reports also said defective baggage carts contributed to the disruption.
The airport itself remained open, while its other two ground-handling operators continued working normally. However, Thai Airways handles baggage not only for its own flights but also for partner airlines, allowing the disruption to spread across a much wider number of services.
Baggage from 52 flights operated on September 26 and 27 is being delivered to passengers who have registered their details.
The airline has also faced criticism over its communication with passengers, with travellers reporting limited information and conflicting updates about when their luggage would arrive. Thai Airways announced flight cancellations on Tuesday morning, with reports saying 34 services were delayed and eight cancelled that day.
