Thai Airways Royal Orchid Plus - Why I'm getting fed up with Thai

I've been gold on ROP for the past eight years. I have both the AMEX and the KTC Thai credit cards, and used to recommend THAI to all and sundry.
But their increasingly inflexible and self-congratulatory attidudes together with their stinginess are turning me off.
Take for instance the fact that special deals FROM Bangkok are always in V or W class, which cannot earn miles. Now, OK, if they offered Q class at a slightly higher price (the way they often do for deals TO Bangkok), I could see the logic and fairness.....but NO, they just never do it.
Their senior and youth fares, which are higher than the special fares that almost always apply domestically, is another example. Either give seniors and youth a discount (even 10%) or get rid of these fares.
The poor English on the site is also embarassing and often leads to ambiguities and misunderstandings. What could it cost to have a native English speaker edit the website. When I was more well-disposed to Thai, I even offered to do so with no other remuneration than some miles.
The "taxes and fees" added on to award tickets are arbitrary and generally have no basis in fact.
Similarly, the practice of not giving the actual fares in a reservation until the "final step", is a great time-waster. In this computer age, how difficult could it be to add in taxes and fees at the beginning. Plenty of other airlines do it.
The fact that newsletters come out 15 or more days after they are supposed to also makes it difficult to plan.
I am sure you can think of other examples.
However, what is worst is that emails sent to THAI are rarely answered, or are answered in a way that betrays a lack of understanding of the complaint or question, and at the same time, generally includes some expression of gratitude for choosing THAI (while giving no satisfaction whatsoever). A sort of embarassed Thai smile in writing.
If anyone knows some higher up at Thai, please send this message to them.

However, what is worst is that emails sent to THAI are rarely answered, or are answered in a way that betrays a lack of understanding of the complaint or question, and at the same time, generally includes some expression of gratitude for choosing THAI (while giving no satisfaction whatsoever). A sort of embarassed Thai smile in writing.
If anyone knows some higher up at Thai, please send this message to them.

Were you writing them in English or Thai?

However, what is worst is that emails sent to THAI are rarely answered, or are answered in a way that betrays a lack of understanding of the complaint or question, and at the same time, generally includes some expression of gratitude for choosing THAI (while giving no satisfaction whatsoever).

Read this:

However, what is worst is that emails sent to CO dba UA are rarely answered, or are answered in a way that betrays a lack of understanding of the complaint or question, and at the same time, generally includes some expression of gratitude for choosing CO dba UA (while giving no satisfaction whatsoever).

Just to put this in perspective.

Read this:



Just to put this in perspective.

Have template for it? ;);)

FWIW my e-mails to TG (written in English, kept concise and polite) were always answered.

I address the e-mail address that they mention in their inflight magazine: customer[at]thaiairways[dot]com

Responses are usually modified templates, but definitely come from a human.

Usually with job titles like

International Relations Assistant Manager or Director, Customer Relations Department

There is also a case number assigned to every feedback. Response time has been several weeks in most cases. Compensation other than kind words was never offered but that's fine for my issues were usually about ridiculous catering or lounge problems. Lucky I never had intoxicated pax run amok without being challenged, pursers sleeping in J cabin or a downgrade from F to J, etc. which are issues some others have reported and where I'd be seriously :mad: and after compensation.

My point? Maybe you didn't wait long enough - response time is slow. Or we need to compare notes, get some data points to see if TG just choose to leave the difficult issues un-answered.

Usually with job titles like

International Relations Assistant Manager or Director, Customer Relations Department

TG uses such "colourful" job titles. IME when writing to them, template responses come from an Asst. Manager. If you reject it, a Manager gets back to you, and when you request to escalate it to someone who has more decision-making power, the "Director" will respond to you.

In layman terms, I think it's just a CSO -> Supervisor -> Manager. My point being, if you felt that you are not satisfied with the response the "Director" (which is in fact a Manager) gave you, there's still room for appeal ;)

Hi Larrythai,

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Greetz,

Svenfly

TG uses such "colourful" job titles. IME when writing to them, template responses come from an Asst. Manager. If you reject it, a Manager gets back to you, and when you request to escalate it to someone who has more decision-making power, the "Director" will respond to you.

In layman terms, I think it's just a CSO -> Supervisor -> Manager. My point being, if you felt that you are not satisfied with the response the "Director" (which is in fact a Manager) gave you, there's still room for appeal ;)

I am surprised by your post.
In the past five years, I have written three times for very legitimate questions. I do not have time to lose in those complains, so i rarely complain and when I do it is polite, short and to the point. In all three letters, the case involved paid F class travel with incidents such as invol downgrades.
I once got a reply that had nothing to do with my letter (i.e. stating my current mileage level in ROP). My follow up letter was not answered. In the other two cases, I got no answer.
A comparison with other major Asian airlines is really not in favor of TG. I always got an argumented response from CX, SQ or JL. Not always the answer I wished, but at least there is a responsive customer service.

I stopped using them when they wouldn't let me use my gold upgrade and I lost it.. Admittedly I wanted to use it over the xmas period, but it was months in advance that I was booking. In addition, the man I spoke to at ROP in London was a bare faced liar who spoke to me with a very comtemptuous tone.
These days, EVA are much cheaper for a similar quality product and I just forego the miles, which aren't worth as much to me as they were.