Passenger Rights and Regulations

(Pursuant to the Regulation of the Civil Aviation Board No. 101 “Measures to Protect Passenger Rights on Domestic and International Scheduled Flights” effective on 20 May 2025.)

1. Applicable to international scheduled flights departing from Thailand

The rights and benefits set out in this section apply to passengers travelling on our international flights which depart from Thailand.

The rights and benefits set out in this section do not apply to passengers who:

• Do not have a confirmed reservation; or
• Fail to check-in within the specific time limit (if the timeframe has not been specified, within one hour for international flights prior to the scheduled departure time).

2. Flight Delays

Passengers will be entitled to the following depending on the hours of delay:

Passengers will not be entitled to the compensation set out above if the delay was caused by extraordinary circumstances which could not have been foreseen and/or avoided even if all reasonable measures had been taken by us as the carrier.

Tarmac Delays

If passengers are already on board the aircraft and experience a tarmac delay, we will ensure that passengers have:

• Proper ventilation, appropriate cabin temperature and access to lavatory facilities; and
• Urgent medical assistance when needed.

If the tarmac delay exceeds 3 hours with no definite take-off time, we will allow passengers to disembark unless doing so would impact safety, security or air traffic management.
 

3. Flight Cancellation

If a flight is cancelled, passengers are entitled to:

Passengers will not be entitled to the compensation set out above if:

• The passenger was informed of the cancellation at least 7 days before the scheduled departure time of the flight;
• The passenger was informed of the cancellation less than 7 days before the scheduled departure time of the flight but were offered a re-routing option that would allow the passenger to arrive at their destination not more than 3 hours later than the initial flight’s scheduled arrival time; or
• The cancellation was caused by extraordinary circumstances which could not have been foreseen and/or avoided even if all reasonable measures had been taken by us as the carrier.

4. Denied Boarding

If the number of passengers exceeds the number of available seats, we will first seek volunteers to give up their seats in exchange for benefits under conditions agreed upon between us and the passenger. These benefits will be documented in writing and provided to the passenger before the flight departs.

If there are insufficient volunteers giving up their seats, passengers who are involuntarily denied boarding are entitled to the following:

Passengers will not be entitled to the above compensation if there are reasonable grounds to deny boarding such as, but not limited to, health issues, safety or security reasons or inadequate travel documentation.

5. Queries

If passengers have any questions regarding this section or consider their rights to have been infringed, please contact our staff at https://hkexpress-eform.concentrix.com/en-HK/service-request-form. We encourage passengers to reach out to us before filing any complaint on the Complaint Management System of the Civil Aviation Authority of Thailand (CAAT) at http://www.caat.or.th.

Assistance and non-refundable fixed compensation to Passengers for denied boarding, flight cancellation, or long delays caused by the operating carrier’s fault

(Pursuant to Circular No. 81/2014/TT-BGTVT and 14/2015/TT-BVTVT which has been amended and supplemented with a number of articles by Circular No. 27/2017/TT-BGTVT dated August 25, 2017, Circular No. 21/2020/TT-BGTVT dated September 28, 2010, Circular No. 19/2023/TT-BGTVT dated June 30, 2023, and Circular No. 44/2023/VBHN-BGTVT dated August 02, 2023 of the Ministry of Transport of Vietnam governing non-refundable advance compensation for air passenger transportation.)

1. Applicable to flights departing from Vietnam

Passengers departing from Vietnam shall receive assistance and compensation in cases of denied boarding, flight cancellation, or delays caused by the operating carrier’s fault.

2. Exemptions from assistance and non-refundable fixed compensation
The carrier is free from providing assistance or non-refundable fixed compensation under the  following circumstances:

Denied Boarding

• Health problems causing damage to passengers, other passengers, or the flight.
• Prevent epidemic diseases.
• Passenger fails to conform to regulations on aviation safety, aviation security, aviation transport, or penalties for administrative violations against civil aviation.
• Passenger violates public order, endangers flight safety or creates negative effects on lives, health and assets of other people.
• Passenger under the influence of alcohol or other drugs loses control of his/her behaviors.
• Security reasons notified by a competent agency.

Flight Cancellation or delay

• Weather condition causes negative effects on flight safety.
• Security risks cause negative effects on flight safety.
• Decision of a competent agency.
• Health problems of passengers (they suffer serious illnesses or die after boarding).
• Scheduled airplanes are sabotaged or fleets of airplanes are sabotaged.
• Armed conflicts, political instability or strikes.
• Aviation infrastructure or flight operational assurance fails to ensure the flight operation.
• Technical problems occur during the operation of the airplane, from the time the captain signs the record on receipt of aircraft ready for flight operation until the end of the flight.
• Other cases of force majeure.

Other Cases

• Carrier can prove that passengers have been informed of the cancellation no later than 24 hours prior to the scheduled time of departure, or that passengers have not registered their contact address; or failure to contact with their registered address.
• Passenger travelling on a free ticket or discounted ticket applied to Industry Discount Ticket or Agent Discount.
• Passenger has not arrived for check-in at the airport or another place agreed with the carrier.
• Passenger who voluntarily cancelled the confirmed reservation.

3. The carrier will provide assistance at the airport

(a)    Delay of 2 hours: Provide beverages.
(b)    Delay of 3 hours or more: Provide food and beverages.
(c)    Delay of 6 hours or more (from 7:00 AM to before 10:00 PM): Arrange appropriate resting accommodations based on the actual conditions of the airport.
(d)    Delay of 6 hours or more (from 10:00 PM the previous day to before 7:00 AM the next day): Arrange suitable sleeping and resting accommodation based on the actual conditions of the local area or an alternative solution if agreed upon by the passenger. 
(e)    If the passenger’s flight is cancelled or delayed or cancellation exceeds five (5) hours or causes missed connections, the passenger is entitled to choose between a refund of your ticket or rebooking on the next available flight at no additional cost. 
 

4. The carrier is providing non-refundable fixed compensation in air passenger transport in cases of denied boarding, flight cancellation, or delays of more than four (4) hours caused by the operating carrier’s fault.

(a)    Form of Compensation: 

a. Cash
b. Bank transfer or other appropriate payment intermediary services, as requested by the customer
C. If the consumer agrees, free tickets, reimbursement documentation to continue using the carrier's services, or other free services

(b)    Compensation location: 

a. At the airport where the flight is cancelled or where the flight takes off or lands.
b. The carrier's branch or representative office where is designated by the carrier.
C. The compensation will be made to the account specified by the passenger.

(c)    Compensation period: 

Compensation payments will be made within 14 days from the date on which the passenger's request is received.

(d)    Amount of compensation for trip cancellation or prolonged delay: