Consumer Protection Agency Orders Airline Investigation Over Overbooking

The Consumer Protection Commission has been ordered to investigate an airline that sold more tickets than available seats and offered only 1,500 baht compensation to a passenger who was denied boarding. Deputy Prime Minister Supamas Isarabhakdi, who oversees the commission, disclosed details of a complaint from a passenger who had booked a domestic flight in advance, selected a seat, and paid for in-flight meal service, but was denied boarding on the travel date and forced to buy another airline's ticket at personal expense.

Supamas revealed that the airline had taken 191 bookings for a flight with only 189 seats. The complainant checked in on time and was the last passenger, resulting in denial of boarding. The airline stated it had sought volunteers to give up their seats with no success and offered 1,500 baht compensation plus a meal coupon to rebook on another flight, which the passenger rejected and purchased an alternative ticket independently.

Supamas emphasized that an airline ticket is a contract between consumer and business. When a passenger pays, selects a seat, and covers additional service charges, they expect the agreed service—not additional expenses on travel day. She expressed concern that the passenger followed all procedures correctly but ultimately had to pay for a new ticket themselves. Seat management is the airline's responsibility to handle carefully; the risk should not fall solely on passengers.

While overbooking may be standard airline practice, the airline must address problems fairly, not simply pay compensation and leave passengers to solve the issue alone. The commission has been ordered to expand the investigation into contract terms, ancillary charges like seat selection and advance meal orders that consumers paid for but did not receive, and advertising that may mislead consumers into believing seats are confirmed. The commission will also study whether to designate airlines as regulated businesses under consumer protection law to establish fair standards for all parties.