Prime Minister's Office Minister Supamas Isarabhakdi has ordered the Office of the Consumer Protection Board (OCPB) to broaden its probe into airline overbooking after a passenger was denied boarding despite checking in on time.
The passenger complained online that despite booking a domestic flight, selecting a seat and paying for a meal, they were turned away and forced to buy a ticket from another airline.
Ms Supamas said on Tuesday the agency will closely monitor the case and investigate the facts alongside relevant authorities.
The airline stated the flight had 191 bookings for 189 seats. The passenger checked in on time but was the last to arrive and was denied boarding after no volunteers gave up their seats. The airline offered 1,500 baht, rebooking and a meal voucher, which the passenger declined.
Ms Supamas said a ticket is a contract, and passengers who pay for seats and extras must receive the agreed service. The risk of seat management should not be shifted to passengers, she added.
She ordered the OCPB to conduct a systemic review of ticket contracts, unfulfilled extra charges and misleading advertising. The board will also study whether airlines should become a contract-controlled business to establish fair standards.
OCPB secretary-general Ronarong Poolpipat said overbooked passengers are entitled under Regulation 101 to assistance including food, accommodation, alternative travel and 1,500-baht compensation.
Consumers facing similar issues should retain records and file com- plaints.
