Airlines Must Care for Passengers After Anak Krakatau Flight Cancellations
Thailand's aviation authority clarified that airlines must provide meals, accommodation, and rebooking options to passengers affected by Anak Krakatau volcano eruptions that canceled Bangkok-Jakarta flights on September 6-7, even though vol
The Civil Aviation Authority of Thailand (CAAT) has clarified passenger rights following flight cancellations between Thailand and Jakarta, Indonesia caused by the eruption of Anak Krakatau volcano. Volcanic ash dispersed into the atmosphere disrupted operations at multiple Indonesian airports, including Soekarno-Hatta International Airport, leading to numerous cancellations and delays on Bangkok-Jakarta routes on September 6-7, 2025.
CAAT emphasized that although volcanic ash disruptions constitute a natural disaster beyond airline control, airlines operating flights departing from Thailand must still fulfill passenger care duties under Civil Aviation Commission Regulation No. 101 on passenger rights protection for domestic and international scheduled flights.
For checked-in passengers whose flights were cancelled on September 6, airlines must provide care including meals and refreshments, communication facilities, and accommodation with airport transfers if overnight stay is necessary. Airlines must also offer alternatives for rebooking or full refunds in cash or vouchers if passengers choose not to travel.
Passengers who had not checked in or were scheduled to travel after September 6 and were affected by cancellations have the right to choose between rebooking on alternative flights or requesting refunds in cash or voucher form.
The volcanic eruption is classified as an extraordinary circumstance beyond airline control. Airlines may be exempt from paying compensation under regulation conditions, but exemption from compensation does not waive their duty to provide passenger care and assistance as required by law.
CAAT advises passengers planning travel between Thailand and Indonesia during this period to monitor airline announcements closely and check flight status before heading to the airport, as volcanic ash conditions and flight restrictions may change based on weather and safety assessments. As of September 7, 2025, Indonesian authorities were keeping multiple airports closed due to volcanic ash, and the situation remained uncertain.
Passengers of flights departing from Thailand who do not receive mandated care or rights can file complaints at https://complaint.caat.or.th for CAAT investigation and action.
