More than two hours
Meals, refreshments or meal vouchers appropriate to the waiting time, and necessary means of communication.
Delay and cancellation rights for flights departing Thailand: CAAT complaints
Check assistance, compensation conditions and the official CAAT complaint route when a scheduled international flight departing Thailand is delayed or cancelled.
For a scheduled international flight departing a Thai airport such as Suvarnabhumi or Don Mueang, check the passenger protection rules in CAB Regulation No. 101 described by CAAT, the Civil Aviation Authority of Thailand. Both Thai and foreign airlines fall within this scope. Do not apply this departure-based scope unchanged to flights departing another country.
The regulation took effect on 20 May 2025. The guidance below concerns scheduled international flights departing Thailand; check separate rules for domestic and charter flights. Insurance claims and statutory airline assistance or compensation have different points of contact.
More than five hours
In addition to meals and communication, THB 1,500 financial compensation, suitable accommodation for at least one night where needed, and airport transfers. Choose a refund of the unused journey if you decide not to continue travelling.
More than ten hours
Distance-based financial compensation of THB 2,000, 3,500 or 4,500, meals, communication, necessary accommodation and transfers. Choose a refund of the unused journey or alternative travel.
Check the check-in conditions
Article 10 of CAB Regulation No. 101 covers passengers who check in within the time notified by the airline, among others. If no separate check-in time is notified for an international flight, the reference is at least one hour before scheduled departure; the regulation also includes cases where the airline accepts check-in at another time.
Passengers transferred to another flight, whose schedule changes by more than five hours from scheduled departure, or whose booked flight is cancelled are also addressed separately. A delay notification does not automatically extend the check-in deadline; confirm with the airline.
How is the delay measured?
CAAT guidance measures an ordinary delay by departure. It runs from the approved scheduled departure time, or the time notified at purchase, until the aircraft doors close. Conditions also allow the revised time to be used when a schedule change is notified at least 24 hours in advance, so keep both the original schedule and the change notification.
For waiting on the ground after the doors close, check the separate tarmac delay provisions. Do not confuse actual take-off time, arrival delay or an airline certificate’s issue conditions with this page’s ordinary delay calculation.
Assistance you can request by delay length
Every threshold below means more than the stated duration. Start by requesting meals, refreshments and communication; for a long wait, check accommodation, transfers and the refund option if you decide not to continue travelling. Separate exceptions apply to financial compensation.
Distance-based compensation for delays over ten hours and international cancellations
The regulation sets financial compensation at THB 2,000 for distances up to 1,500 km, THB 3,500 for distances over 1,500 km and up to 3,500 km, and THB 4,500 for distances over 3,500 km. The same distance bands apply to international cancellations, subject to exceptions. Do not automatically add the THB 1,500 for a delay over five hours; ask the airline which stage and amount apply.
Choose a refund or alternative travel after cancellation
Ask the airline about a refund of fares and fees for the unused journey and the choice of an alternative flight. Check meals and communication assistance too. If the alternative flight departs more than one day after the original departure time, the regulation includes necessary accommodation and transfers between the airport and accommodation. For a voucher, its conditions must be explained and you must agree.
Financial compensation can have exceptions
Extraordinary circumstances demonstrated by the airline can be an exception to financial compensation for delay or cancellation. International cancellation exceptions also include notice at least seven days in advance with other travel options, or later notice where the alternative flight reaches the destination no more than three hours earlier or later than originally scheduled. These are financial compensation exceptions; check meals, alternative travel and refunds separately rather than assuming that all support is unavailable.
What to ask the airline at the airport
Check the operating carrier, date and flight number on your ticket, and ask for the delay or cancellation reason and passenger rights information in writing. Specify the meal vouchers, accommodation, refund or alternative flight you need to make your request easier to process. Keep delay notices, the original and revised schedules, reference numbers and receipts. Request financial compensation, expense reimbursement and ticket refunds separately.
Collect evidence for airline requests and complaints
Use your booking confirmation, e-ticket and boarding pass to check the operating carrier, flight number, departure date and original departure time. Keeping airline delay or cancellation notices, revised schedules and delay or cancellation certificates helps explain what happened.
Record your requests for meals, accommodation, refunds, alternative flights or compensation, together with replies and reference numbers. Keep itemised receipts for anything you paid yourself. This is preparation guidance and does not replace the mandatory document list shown by the CAAT complaint system or requested by the airline. For insurance claims, check your insurer’s policy and document instructions separately.
Open the official CAAT complaint website
If the airline has not provided your prescribed rights, use the official CAAT complaint website. It currently redirects to the CAAT authentication login page. Choose English in the language menu at the top to see Email / User Name, Password and Sign In in English. Choose Sign Up if you do not have an account, or Forgot password? if you have forgotten your password. Follow the official system’s instructions for submission fields and evidence after login.
Distinguish refund deadlines from compensation payment deadlines
Fare refund deadlines run from receipt of a complete application and the related documents. The regulation specifies 14 days for cash purchases directly from the airline, 45 days for credit card purchases, and 60 days for agent purchases from complete receipt by the relevant airline or agent. Financial compensation for international delays over five or ten hours uses 14 days from the delayed flight’s date, which differs from the refund deadline.
Original regulation and source check date
The source check date is 13 October 2026. The basis is CAB Regulation No. 101 and CAAT’s official passenger rights guidance. CAAT’s published English translation and explanations are for reference; for a dispute, check the original Thai regulation together with the facts of the flight.
Tarmac waits and leaving the aircraft
After a tarmac wait exceeding three hours, disembarkation applies if the take-off time remains undetermined, subject to safety, security and air traffic control exceptions.
Agreed non-cash fare refunds
An agreed voucher or credit fare refund is due within seven days after receipt of the complete application and documents, with its conditions explained.
If your cabin class changes
Article 9 requires your agreement when the airline changes your cabin class. An upgrade by the airline must not incur additional charges. For a downgrade, the fare refund is 30% for flights up to 1,500 km, 50% over 1,500 km and up to 3,500 km, and 75% over 3,500 km. Articles 18 and 19 govern refund procedures and timing.
Optional extras and other rights
Check the actual operating airline and total price. Paid extras require prior opt-in consent. Baggage claims under Article 6 follow international air carriage law. Articles 24 and 25 preserve more favourable protection and other legal compensation rights.
Insurance claims
Prepare a travel insurance claim →Can CAAT rules apply to a foreign airline departing Thailand?
Scheduled international flights departing Thailand fall within the scope whether operated by Thai or foreign airlines. Check the operating carrier and passenger protection conditions for your booked flight.
Do the same rules apply to a flight departing another country for Thailand?
The international flight rules on this page apply to departures from Thailand. For flights departing another country, check that departure country’s rules and the airline or seller’s guidance separately.
Does a five-hour delay always mean THB 1,500 compensation?
The regulation specifies THB 1,500 for international delays of more than five hours. Compensation exceptions, including extraordinary circumstances, mean that exactly five hours or an exception cannot be treated in the same way.
Does a weather-related cancellation remove every form of assistance?
The extraordinary circumstances provisions are exceptions to financial compensation. Ask the airline about meals, refunds, alternative flights and other assistance separately.
How do I complain to CAAT?
Open the official complaint.caat.or.th website and sign in with a CAAT account. You can select English in the language menu, and Sign Up is available if you do not have an account. Prepare your requests to the airline and evidence of the flight and expenses when submitting a complaint.
Is this seven-day deadline for delay compensation?
No. Non-cash fare refunds and alternative compensation payments have separate deadlines; the latter uses 14 days.
Thai phrases to show airport staff (태국어로 직원에게 요청하기)
Choose the male or female form to match the speaker, then show the Thai sentence you need to the staff member or copy it to send. (말하는 사람에 맞게 남성·여성 말투를 선택한 뒤, 필요한 태국어 문장을 직원에게 보여주거나 복사해 전달하세요.)
Request delay confirmation (지연 확인서 요청)
At the counter or gate, ask about confirmation for a delayed flight. (지연된 항공편 카운터·게이트에서 확인서 발급을 문의할 때)
เที่ยวบินที่จองไว้ล่าช้า ขอเอกสารรับรองการล่าช้าของเที่ยวบินได้ไหมครับ
My booked flight has been delayed. (예약한 항공편이 지연됐습니다.) Could I get a flight delay confirmation document? (지연 확인서를 받을 수 있을까요?)
Request cancellation confirmation (결항 확인서 요청)
At the airline counter, ask about confirmation for your cancelled flight. (예약편이 결항돼 항공사 카운터에 확인서 발급을 문의할 때)
เที่ยวบินที่จองไว้ถูกยกเลิก ขอเอกสารรับรองการยกเลิกเที่ยวบินได้ไหมครับ
My booked flight has been cancelled. (예약한 항공편이 결항됐습니다.) Could I get a flight cancellation confirmation document? (결항 확인서를 받을 수 있을까요?)
Ask about another flight (다른 항공편 문의)
After a cancellation or delay, ask the airline counter about changing flights. (결항 또는 지연 시 항공사 카운터에서 다른 편으로 변경할 수 있는지 물을 때)
ขอเปลี่ยนไปเที่ยวบินอื่นได้ไหมครับ
Could you change me to another flight? (다른 항공편으로 바꿔주실 수 있을까요?)
Ask how to request a refund (환불 절차 문의)
At the airline or ticketing counter, ask about the ticket refund procedure. (항공권 환불을 원해 항공사 카운터·발권 창구에 절차를 물을 때)
ต้องการขอคืนเงินค่าตั๋วเครื่องบิน ต้องทำอย่างไรครับ
I would like a refund for my flight ticket. (항공권을 환불받고 싶습니다.) What should I do? (어떻게 신청하면 될까요?)
Ask about meals or accommodation (식사·숙소 지원 문의)
During a long delay, ask airline staff whether meals or accommodation are provided. (항공편이 오래 지연돼 항공사 직원에게 식사나 숙소 지원 여부를 물을 때)
เที่ยวบินล่าช้ามานานแล้ว ทางสายการบินมีอาหารหรือที่พักให้ผู้โดยสารไหมครับ
The flight has been delayed for a long time. (항공편이 오래 지연되고 있습니다.) Does the airline provide meals or accommodation for passengers? (항공사에서 승객에게 식사나 숙소를 제공하나요?)
Ask where to report baggage damage (수하물 파손 신고 문의)
After finding damage to your arriving bag, ask baggage staff where to report it and request a PIR. (도착 수하물 파손을 발견해 수하물 담당 직원에게 신고·PIR 서류 문의 창구를 물을 때)
กระเป๋าเดินทางเสียหาย ต้องการแจ้งปัญหาและขอเอกสาร PIR ต้องติดต่อที่ไหนครับ
My suitcase has been damaged. (캐리어가 파손됐습니다.) Where should I go to report the problem and request a PIR document? (신고하고 PIR 서류를 요청하려면 어디로 가면 될까요?)
Official information
Checked on: 2026-10-13