I flew F LHR-BKK return in November. Both flights excellent with great crew.

I flew TG917 02 December. F only 2 empty seats.

I was a bit miffed when my glass of champagne was whisked away as we were being pushed back from the gate, normally they wait until you near the end of the taxi.

I was not supplied another glass until 40 minutes after leaving the gate (there was no delay for take-off). We had three crew but one was sat on the footstool of a Thai VIP the whole time. I did ask "What is so special about him?" but did not get an answer. The other two crew were fawning all over other Thai people and left me and another farang in 1K and 1A to wait. He complained as well. Apparently trying to sort out the IFE of other PAX took priority over our drinks and food service.
Food and wine ok: I pre-ordered the lobster which was slightly better than the last time but since I regarded this as an extra course it was ok.

Dissapointing yes, but since it was an award ticket at half miles I am not too bothered.

Some time ago I had paid full price for F and booked 2A but the seat headrest was broken off so I was given the worst seat 4D. When I booked the flight I checked which seats were available and would not have booked first at full price with seat 4D. 4D is terrible, it is not private, no window and the crew and other passengers continually bang against it when passing to the rear because of the close proximity of the curtain. 2A could have been repaired in 10 minutes even if a mechanic had to take the part from 4D (the plane was on the ground for 3 hours). If I had a pair of 13mm spanners I could have done this in 2 minutes. Additionally I suspected that I could have been given a better seat at check-in and that at least one of the people in first was an op upgrade who now had a better seat than me who had paid.

Then I was offered the International Herald or similar newspaper which I declined and asked for The Times or the Telegraph, I was astonished to be told that there were none on board. Once up in the air I found 4D was also broken in that the foot rest would not move forward more than an 20-30mm, one of the FAs had to move it manually. A terrible start which was then made worse by the fact that my pre-ordered meal was not available. Just to make things even worse the personal flight entertainment kept going down and had to be rebooted by the crew so I gave up with it.

In Bangkok F lounge I ordered a tom yang goong and was presented with the most insipid example I have ever come across, it might as well have been dish water. The goong consisted of a mere three very small prawns.

On the connecting flight to HKT I had been given seat 1A. This seat was also broken with the headrest stuck at shoulder height. I was offered another seat in business -- downstairs and not even window seat. I told the crew that this was the worst Thai flight I had ever experienced including flying economy at a quarter the price. Three first class seats all broken.

On both flights I was told by the crew that they would make a report and "Thai will make it up to you" yet I heard nothing. I have previously written to Thai Air customer relations and not received any reply which I am told by others is quite normal. However to be fair to them I have witnessed some of the pathetic petty complaints and gripes of some customers so I am not surprised their work load overwhelms them. Anyway months later having heard nothing I wrote the most obsequious complaint letter and what did I get back? A cut and paste special with a mere apology and hope to see you again. So I replied:

May I remind you: I was given a promise by your flight crew: "Thai will make it up to you." Well then, how are you proposing to do this?

I have just flown First Class LHR-BKK and had a great flight. I left an extremely complimentary feedback form on that flight. Like so many others I enjoy flying Thai. Check out my mileage ROP ******* --Miles for 2010/2011: 263,543. With very few exceptions Thai ground and air crew are great, this includes the reservations department in London who provide exceptional service. Thai do seem to have eradicated their previous reputation for erratic in-flight service. I am sure great efforts have been made by Thai Air in training which compliments the inherent cheerful demeanor of Thai people

But then there is "Customer Services" which lets the rest of the company down so badly. This is not just my view, I have been told the same by others and this opinion is also all over flight forums. You should be renamed "Sales Prevention Department".

No reply at all, but bearing in mind the truth of the last sentence I was not expecting one. Anyone had better from "Customer Services" UK?

Again to be fair to Thai I find any UK company that has a dedicated "Customer Services" department is the same. There must be a special college for them somewhere where they teach them that offering any compensation is a horrendous waste of money. Meanwhile the PR and marketing department spends millions.