Me and my family have been loyal customers of Thai Airways for many years. However, from the very disappointing service that we received recently, make us wonder if this is the way you treat your customers.
On Monday 18th March, 2013, my parents were travelled back to Thailand from London Heathrow Airport, on Thai Airways in business class. We have requested, from the very first, that we would like to have a staff that can speak "THAI" to take my parents through immigration process and facilitate them until they get on board.
However, when we reached the check-in counter and asked for the service that we have requested for, the supervisor informed us that she could not find any Thai speaker staff to take my parents through the process as stated earlier. Instead, she ask the member of the staff around the check-in counter, which "CANNOT SPEAK THAI" to take care of my parents. We have no idea what her name was, as we trusted in your services, at the beginning. Only thing that we know is that her skin color is tanned. We also stated that we would like your staff to take my parents to do tax-refund before they get on board, your staff acknowledged that and appointed us to meet her at 7.30 pm.
At the appointed time, I took my parents to the meeting point but your staff was late and come to meet us at 8.05 pm. to take my parents to the gate. During the time that she served my parents, she was not even bother to take my parents to do Tax Refund or take them close to the tax refund department. Even though, my parents tried to communicate with her the only answer they've got was there was not enough time. Without saying a word she went back to her job, and left my parents waiting for a very long time before they decided to call me. When I spoke to her on the phone, and stated again that I would like her to take my parents to do Tax Refund, she insist that there was not enough time, and she would not take them.
Even worse than not getting the tax back, we loosing our trust on your services. Our family, used to trust in your service and chose to fly with your Airline in business class, as we believes that we would get a better service from you. Even though, our family's friend warned us about the lack of service mind of your staff, and many of them changed to fly with other airline, we still trusted and choose to fly with Thai Airways, which we have never thought that this was the way you treated what you called "precious customer".
We believed that if your staff was there on time and pay attention to what we, your customers, asked for, this would not happened. To be truly Thai, to service as Thai, your staff must learn how to "Ow Jai Sai" (or take care) your customers.