Thai Airways International - THA > Reviews > Service With A Smile

Author's product rating:   

Food Quality	Good
Customer Service	Outstanding
Punctuality	Satisfactory
Space	Comfortable
Value for Money	Good

Advantages:	Comfort, professional staff and all round efficiency
Disadvantages:	One poor meal (a rare lapse) and not always the cheapest prices .

Recommend to potential buyers:

yes

Full review

GENERAL INFORMATION ON THAI AIRWAYS

Founded in 1951 as a domestic concern, Thai Airways flies to thirty seven countries on four continents. Whilst the majority of their international flights head to and from Australasia, they also offer a service to the USA (Los Angeles and New York), three countries in the Middle East (one of which is United Arab Emirates), South Africa (Johannesberg) and ten countries in Europe. In England, the Thai Airways service is based at Heathrow. In partnership with 'Star Alliance' the company boasts an operation that covers most global routes. The airline also remains faithful to its humbler origins and continues to provide domestic services in Thailand.

I will not delve in to the relative merits of the price. Purchasing tickets through intermediaries such as E-bookers, I have found that the cost of flights fluctuate on a very frequent basis. Normally, it has been the case that Thai Airways are one of the more expensive whilst EVA tend to be the most economical, particularly for direct routes. On this occasion, Thai were the cheapest for the period in which I needed to travel. Cost aside, this was a pleasant surprise as I have heard such positive reports regarding the airline. A further incentive that Thai offer is a very good airmiles service. Several veterans have told me that this discount scheme is amongst the most generous offered by any airline and includes free upgrades for regular patrons.

It is pointless for me to repeat information that is readily available on the comprehensive Thai Airways website, particularly as circumstances change. This review could be out of date and factually inaccurate regarding those matters as early as tomorrow, whilst the site is, of course, constantly updated. It is far more helpful to get information straight from the horses mouth and the Thai site is very well constructed. All questions ranging from on board facilities for different classes, special arrangements for disabled or elderly passengers and children right through to job opportunities, are all covered at the following address.

www.thaiair.com

For nervous fliers, despite some comments that follow, Thai has a good safety history with international flights that is on a par with their more established counterparts, although Korean based competitors EVA (another good airline) have the best record. For more information, please visit www.airsafe.com for an objective comparison on airline safety.

PRE FLIGHT

Checking in at Terminal 3 was handled with great efficiency. The plentiful staff were quick but very friendly and the line progressed at a pleasing pace. Not all of the staff were Thai, but the lady who processed my details was and her English was excellent. This is the first time I have relied on an E-ticket as opposed to the traditional paper tickets, which I used to prefer. My photocopied confirmation was adequate and processing took no more than five minutes. This was a very good start which was to be repeated at Bangkok Airport four weeks later.

Although it has nothing to do with Thai Airways itself, it should be noted that whilst some other Airlines use Terminal 4 for their long haul flights (and soon Terminal 5), at the time of writing Thai Airways uses Terminal 3. One big difference here is that you can only go through security to the more spacious ammenities within a certain time period before your departure. If you arrive early, then you will spend much time outside or cramped in the sparse facilities housing the first part of the checking in process. This is handy if you are a smoker as you can go outside (and you cannot smoke in the main departure areas anymore as I found to my cost) but that aside this is a tiresome and uncomfortable area in which to be waiting.

IN FLIGHT

Anyone who has seen how Thai people drive cars or ride mopeds must surely step on to a Thai Airways flight with just a little trepidation, especially when using their airline for the first time. This feeling of unease was certainly lurking mischievously in the back of my mind as I boarded the night flight from London to Bangkok. Tension amongst the passengers had been exacerbated by the announcement that the aircraft had been late arriving and so would be delayed slightly. Checks by crew and in flight staff were obviously being done at a pace so that we could board on time. That is not to say for one moment that these procedures would not have been completed thoroughly. Naturally though, this news did not lift that subdued atmosphere that always permeates the departure lounge ten minutes before take off.

Despite the accelerated boarding process, all passengers were seated with the good humour, courtesy and friendly professionalism which is so typically Thai. As for the aircraft, it was spotless. On being seated in economy class, one of the first things I noticed was that there was no television mounted in to the seat in front of me. This may seem a strange remark but having flown long haul many times, one of the major concerns is how to fill the 11 hours plus, especially as sleep rarely graces me with a visit. On British Airways 747's there are individual screens placed in each seat so that there is a personal choice of programme or film to view. Having flown EVA and Qantas before, they had the same arrangement as Thai Airways, one television mounted at the end of each aisle. Therefore, you had to watch whatever was being broadcast or try to count sheep. On an eleven to twelve hour flight, thats a hell of a lot of sheep. This arrangement regarding the televisions is not a criticism of the airline. The respective facilities with British Airways are just something that I have found very useful in combating the inevitable boredom of the trip. Whilst on this subject, as with other airlines, volume control is established through headphones so that other passengers are not disturbed.

Everyone instinctively reaches for the in flight information booklet within the first few minutes of being seated. Browsing through mine (in a desperate attempt to remove images of Thai road accidents), I have to say I was impressed by the menu that was being offered. On these flights there seems to be a standard timetable for meals whatever the airline. After the plane has levelled out following take off, drinks and a packet of nuts are offered by the attendants. The choice of drink is up to each passenger. About an hour in to the flight the main meal is served which usually has an attempt at a starter, a main dish, a bread roll and a dessert. All this is complimeted by a drink of your choice and concluded with coffee or tea. Breakfast is served approximately two hours before landing and usually consists of either a fruit variation or something based on a fry up or omelette, again all served with a bread roll accompanied by a pack of butter and a preserve.

In flight food is never going to put a top chef to shame. However, I have never heard anything but praise for Thai Airways in this regard though this was my first journey in their care. Our complimentary nuts arrived promptly with the most welcome offer of a choice of drink. I was tempted to take a huge whiskey considering I had just survived the hairiest take off I have ever experienced. The steep trajectory of the plane made me wonder, through gritted teeth, whether we were actually being launched from Cape Canaveral. It did not help when halfway through the ascent the engines seemed to go very quiet for what seemed like a minute but was actually a few seconds - long enough for the well heeled passenger beside me to mutter a somewhat panic stricken expletive under his breath. A few minutes later, and with my feet back below my head, I managed to unclamp my hands from the armrest, white knuckles and all, to receive my rather more conservative orange juice. My next door neighbour had a large gin which he clutched like the Holy Grail.

As far as the flight itself was concerned, any fears arising from the dramatic take off were soon allayed and the rest of the journey was both smooth and uneventful. As for the main meal, there were two set menus. (There are meals that can be provided for vegetarians and children which are specified when you book your tickets. Options are outlined in the 'thaiair' website). Being both a carnivore and an adult I settled on the choice which consisted of a starter of smoked salmon and potato salad, followed by chicken with vegetables and basically a selection of fruit for dessert to follow. Those who have eaten on a plane know that these items come on a tray all at once and if you have a heavyweight next to you, then eating can be a bit of a struggle, particularly with your neighbours elbows constantly redirecting your efforts to connect food laden cutlery with mouth. For once, I did not have this predicament but I was very disappointed with the food. A seasoned traveller, I am far from fussy and I know what to expect but this was still below par. I was starving aswell which usually means I can eat anything. My consternation was compounded by the fact that Thais make the best food I have ever tasted, even when tackling dishes that are not native to their culture.

The starter was good with a surprisingly generous amount of smoked salmon while the dessert contained some very juicy fruit and was impressive by the fact that it had so obviously not come from a tin (I am no Egon Roney but you can always tell with pineapple for example). The main dish however was disgusting. The chicken was tough to say the least - this was the Reggie Kray of poultry. The vegetables on the other hand were barely luke warm and undercooked. A point of the dinner for me is that eating the meal also eats time. Its a welcome distraction from the monotonous hum of the engines during these marathon journeys. Not being able to waste valuable seconds consuming the main dish was a little fustrating.

As with the main meal, the breakfast provided two choices. I chose an omelette. With a bread roll, fruit juice, coffee or tea and more fresh fruit, the airline redeemed itself as this was a far better offering. It could have been the fact that by now I was ravenous but to be objective the cooked food had been warmed thoroughly. Set meals aside, one of the big problems during long flights is dehydration. Though I usually take a large bottle of water on board, this time I did not. (There are new regulations post 9/11 regarding liquids. As these rules could change regularly it is best to contact the airline near to your departure date.) I need not have worried for the attendants were often patrolling the aisles with welcoming trays laden with orange and apple juice or water. This was done with greater regularity than I have experienced with EVA, Quantas or British Airways. It was a major positive for me and made the flight so much more comfortable. Yet despite this level of service, you always get one or two needy passengers who are constantly requesting refreshment. Sat in close proximity to the galley, I could see a continual parade of people interupting the attendants. Each was greeted with absolute professionalism and the smiles never slipped, although I would imagine their patience was tested to some degree. At this juncture, I do feel it only fair to point out that the attitude of all flight crew has been good whichever airline I have flown. The way BA staff dealt with a particularly annoying drunk on one flight demonstrated remarkable restraint.

The lack of choice with regard to the television could have proved irksome but such was the comfort that for the first time on a flight, I was actually able to get some sleep. No doubt this could be accredited to the space I seemed to have. Although the difference in seat size and leg room on airlines is negligible, Thai Airways is one of the more generous at 34 inches. For a comparison chart see. www.cheapflights.co.uk/travel-tips/legroom.html. Normally, I am twisting and turning throughout the journey but that was not the case this time even with long legs like mine. Again, this is something that made a huge difference to the experience. When the time finally arrived for us to disembark, this was done with the utmost efficiency. The normal wait for those in business and first class was shorter than I have witnessed on the aforementioned airlines and we were in the terminal within ten minutes of the plane landing. This was impressive.

So apart from the disappointment of the main meal and the inconsequential thought that I was about to die on take off, this was a flight with much to recommend it. As for the return leg, I can honestly say that it was the best journey I have undertaken with any airline. Again the plane was spotless, the staff incredibly pleasant and polite whilst this time the food was genuinely delicious - something no one expects on a flight. Mind you the lady serving the meals could have offered me a half eaten pot noodle with someones false teeth in it and I would have been content. You don't see smiles like that from Shirley in the works canteen - mind you, with only three teeth she does her best. One thing to note on this leg of the journey was that a child was continuously out of her seat and perpetually around the flight attendants. Both male and female staff were incredibly patient and seemed to take a genuine interest in entertaining the little girl - something perhaps the parents should have done. Taking in to account that I am suicidal when flying back to England, this was a surprisingly pleasurable experience.

One final point to note is that we were delayed on landing only due to the control tower at Heathrow requesting we join the queue and then not having anywhere available for us to disembark. This was not the airline's fault and makes one think that the rushed departure from Heathrow, four weeks previously, may have been due to ground staff aswell and nothing to do with Thai Airways. Judging by the fiasco at Terminal 5 whilst I was abroad, this seems likely.

A FINAL WORD

I would wholeheartedly recommend Thai Airways for long haul flights. Aside from that one badly cooked dish (which could happen on any service, is hardly a major fault and from what I have heard most definitely the exception, not the rule) their service is flawless. The main decision rests on your budget and whether Thai Airways can provide a competitive price for the particular time you need to travel.