JMR

The last time I tried to get to Bali (DPS) via Bangkok (BKK) I got stuck in Thailand for two weeks.

I had planned on getting to DPS through Singapore (SIN) this time, but the fates of travel saw me end up, again, with routing through BKK.

Come today to learn the Thai government has declared a state of emergency in BKK, that riots have broken out and that several other nations have advised their people to evacuate the country.

My flights are in a few days, and wishing to avoid getting stuck in BKK again, I called CO to see if anything can be done.

Their response: sure, just look at your change rules!

Me: how about waiving those change fees, or maybe just redepositing the award miles?

CO: Yea, well, we don't know anything officially about riots in Bangkok, so this really isn't our problem. Call back tomorrow, we appreciate your business.

channa

They posted a travel waiver for BKK last time, IIRC. They might do it again, it just hasn't been setup yet.

belynch

Could be worse, you could be dealing with TG.

"Yes, we removed your flight from the system. But we won't actually cancel it until 48 hours before, thereby eliminating reaccommodation options."

LGAiahSAT

maybe they're waiting to see if they shut down both airports again.

Don'tGoThere

Travelling abroad is a risk - heck, travelling domestically is a risk - you shouldn't expect the business to be responsible for an issue such as civil disruption.

Did you buy insurance? Perhaps it covers these types of issues.

justforfun

Except of course that other airlines such as BA, SQ and CX have issued travel warnings and have waived change fees for travel to BKK this week.

ConciergeMike

While I agree that the agent could have picked more appropriate words, the agent is right. CO is not responsible for the riots. They are probably also slower than most to issue a travel waiver because of the much lower odds of a CO-ticketed passenger transiting BKK.

JMR

Yes, it is a risk - but who is in the best place to bear the risk?

My concern is not about legal rights and obligations, but of customer service, customer concern and good corporate policy.

At a time when several countries are instructing their citizens to evacuate Bangkok, when riots are going on in the streets, and memories of closed airports are fresh, I think it good customer service, concern and policy for CO to waive change fees.

It is consistent with the policies of other airlines and with its own actions in the past. Indeed, my thumbs-down is more because CO is tardy compared to others.

EWR-nrt-BKK is on CO and NW metal, but under CO marketing. (read: codeshare with NW).

I don't think it's a lot to ask for an airline to waive the mileage redeposit for customers who want to avoid burning buses.

rolov

This same situation came up on the SQ Forum, SQ had not issued waiver until very early this AM because the Gov of Singapore issued a Travel Advisory.
The US has not issued anything , (last update was Feb 3rd) so the agents were probably not aware of the situation.
But
They should have at least told you that they would try to investigate the situation and try to help you.

channa

UA just issued a BKK waiver.

Don't see anything on CO or DL/NW yet, but it's probably coming soon.

I'd sit tight and wait a day if you can.

AA2MM

A little off subject : I got stucked in BKK last Dec. CX, my carrier did not post any infos up front on their home page. They posted the evacuation flight infos on their press release page. I called and called in BKK. Finally I got through to be told that : NO. We don't take any reservation for the evacuation flight. And CX reservation lines were down exactly at 6PM on that weekend ( as normal ).
At Utapao, while in line to standby for the flight, I talked to the guy in front. They happened to be in Pattaya, so the hotel sent someone to the airport and that person managed to put those 2 guys on the list.
I was very lucky. I got stucked in BKK for only 1 day. Had to pay a cab fare to Utapao, had to pay one night hotel in CLK, my meals along the way.
And BTW, CX posted in their press release : Do not bring your baggages along. They might not have the facilities to load the flight. So we left our 4 suitcases in BKK with friends. And when the ordeal was over, CX would not accept our bags and transport them back to the US. Our friends in BKK had to
DHL those bags back to us.
And at Utapao, SQ had a business class line for their C class pax.
All in all...from what I could see at the event, SQ and CI ( yes, China Airlines ), they put more efforts in handling the stranded pax. Their tents were well marked...they had their agents out, with uniforms working the lines.
And the lame a** TG agents working the CX flight were so rude...snapping at the pax left and right.