I am a Thai Gold member . We flew yesterday on TG465 from BKK to Melbourne and were in Seats 25aA/25B
Over the couple of days I have had and my friend a also Thai Gold Member , have had one of the worst customer service experiences we have ever had flying with any airline.
It all started two days ago when we were made aware that Thai had changed planes for our BKK to MEL sector of our flight, we specifically chose this flight as it was always operated by a 777/300 with lie flat beds but was changed to an old 747, with no lie flat beds. We asked as you had changed the aircraft could we now upgrade again to First Class as this flight had First Class available as all your old 747 fleet has this, we were told three times it was not available, by the Thai call center.
We then asked again in Beijing where we started our trip, but were told the same blocked and not available.
We then checked wth the Thai C concourse lounge when we landed in Thailand to be told by a very rude lady there, no we have not changed the aircraft, when I questioned her further she told me in a very condescending tone, oh well you will have to talk to the flight manager about this, I asked her she could not help me to do that, she told me not my job.
We then got to the gate and this is where it got worse.
Firstly the flight manager Varanist V[redacted], told me that these were only available to be given out by her, and that is why nobody could help us. She told us only 1 seat left, so I asked her are all other people sitting in the seats Gold or Platinum members as we are two people traveling together, she told me yes and that some Silver members had been down graded and she only had gold and Platinum there now. I said can she please show me as it seemed very strange both myself and my friend fly extensively with Thai and Star Alliance and have gold status, she said no she would not show me as it was her business, and she was far too busy to worry about us, she had many things to do.I would have thought being a loyal return customer who was unhappy was pretty important to sort out too, but it seemed not so to her, it seemed strange to us when she was on the plane she only spoke to one passenger and this person was sitting in first class, maybe her friend???
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When we got on the plane we were informed 3 of the people seated in First WERE NOT EVEN GOLD MEMBERS!!!!!!! How is this anyway to treat loyal customers, we used our hard earned points to get on a lie flat bed, we were forced to use old not flat beds on a 9 hr flight which is a total waste of money.
I can not nor could the crew on your aircraft believe, who were fantastic,1 the way were treated by your on ground flight manager, and 2 how could people with NO STATUS get the benefit of a nice lie flat bed over us.
We both decided if this is the way that Thai cares about loyal and good customers then we will look for other options and if we can avoid flying with Thai in the future then we will do so, as this made us feel like rubbish and unimportant. This has upset us greatly and we basically just wasted all our points on a really substandard experience from start to finish,and finally including the plane luggage door breaking in Melbourne and having no luggage and unable to contact anyone to see when it will be delivered.
I can not believe this is the low standard that is the Thai name now and would like to know what can and will be done about this disappointing and shabby treatment of two gold card members with your airline.
I would hope someone would take this seriously enough to call me or reply to my email, not just with a cut and pasted response as I have received before from you.