Thai Airways has found itself at the center of controversy following its decision to take legal action against a passenger who expressed dissatisfaction on Facebook over a flight disruption. The incident, which took place on a flight from Bangkok to Melbourne on (January 28), has sparked a debate on customer feedback and airline responses.
Flight TG465, operated by an Airbus A350-900, was scheduled to arrive at Melbourne Airport (MEL) at 0720 (local time) but instead diverted to Sydney due to low visibility in Melbourne, resulting in a four-hour delay. The diversion, caused by fog that significantly reduced ground visibility to 200 meters and obscured the sky, was deemed necessary for safety reasons. Despite this, a frequent flyer of the route voiced criticism on Facebook, questioning the captain’s decision to divert, suggesting the aircraft might have been low on fuel, and implying the crew lacked assertiveness with Air Traffic Control (ATC) and proficiency in English.
The passenger’s claims, including observations of clear skies and assertions that other aircraft were landing at Melbourne during the same period, led to widespread discussion across online aviation forums and social media platforms.
Thai Airways’ Response
In response, Thai Airways has defended the actions of its flight crew, stating that they adhered to international safety and security standards. The airline contends that the passenger’s social media post has damaged its reputation, prompting it to pursue legal action for defamation. This move by Thai Airways highlights its commitment to upholding safety and security standards while protecting its image against potentially misleading public statements.
Captain Faisal, a respected pilot and Thai blogger, weighed in on the matter, emphasizing that aviation weather reports are specialized and differ from those found on standard smartphone weather apps. He reassured that the fuel onboard met legal requirements and that the decision to divert aligned with global safety protocols. Captain Faisal also addressed concerns about the language skills of Thai pilots, noting the requirement for them to pass aviation English exams.
The passenger involved has since removed the controversial post and issued an apology, expressing intentions to personally apologize to the captain and Thai Airways management upon return to Thailand. Nonetheless, the airline intends to proceed with its lawsuit, a decision that has drawn mixed reactions. While some support Thai Airways’ stance on safeguarding its reputation and enforcing safety standards, others view the legal action as an overreaction to common customer feedback, potentially casting the airline in a negative light. This scenario mirrors actions taken by other airlines, like British Airways and Aeroflot, who have also adopted strict measures against public criticism.
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