Passenger Rights on International Scheduled Flights

This Notice is issued in accordance with the Regulation of the Civil Aviation Board No. 101 “Measures to Protect Passenger Rights on Domestic and International Scheduled Flights” establishing common rules on compensation and assistance to passengers in the event of denied boarding, flight cancellation or long delays of flights.

Applicability

The following rights and benefits apply to passengers traveling on our international flights, which depart from the Kingdom of Thailand.

The rights and benefits set out in this Notice do not apply to passengers who:

• do not have a confirmed reservation; or
• fail to check-in within the specific time limit (if the timeframe has not been specified, within forty-five minutes for domestic flights or one hour for international flights prior to the scheduled departure time).

 A.    Denied Boarding

If the number of passengers exceed the number of available seats, we will first seek volunteers to give up their seats in exchange for benefits under conditions agreed upon between the passenger and MIAT Mongolian Airlines. In compliance with CAB 101, benefits will be documented in writing and provided to the passenger before the flight departure.

If there are insufficient volunteers giving up their seats, passengers who are denied boarding involuntarily are entitled to the following:

1.     Complimentary Care and Assistance:

• Free meals and refreshments, as appropriate according to the waiting time;
• Free communication facilities (phone calls, access to emails, etc.); and
• Overnight accommodation, when the delayed/new flight is at least the following day, subject to availability, including roundtrip transportation from the airport to the accommodation.

 2.     Monetary Compensation:

Monetary compensation shall be calculated according to flight distance:

• 2,000 Baht or equivalent for flight journey with distance of 1,500km or less;
• 3,500 Baht or equivalent for flight journey with distance between  1,500km and 3,500km;
• 4,500 Baht or equivalent for flight journey with distance exceeding 3,500km.

3.     Alternative Transportation Options:

• Refund of the air fare for the unused portion of the journey;
• Re-routing to the final destination with no additional cost at the earliest opportunity;
• Re-routing to the final destination with no additional cost at a later date of your convenience, subject to seat availability; or
• Providing other means of transport to the final destination with no additional cost, subject to availability.
• Re-routing shall cover both the airline’s own flights and other available airlines with interline agreement.

 Passengers will not be entitled to the above rights if there are reasonable grounds to deny boarding such as, but not limited to, health issues, safety or security reasons or inadequate travel documentation.

B.    Flight Delays

1.     If the flight is delayed between 2-4 hours, passengers are entitled to:

• Free snacks, beverages, as appropriate in relation to the waiting time; (Drinking water, one type of beverage, and snacks. Snacks may include sandwiches, chocolate, etc.)and
• Free communication facilities (phone calls, access to emails, etc.).
• In cases of delay during mealtimes such as Breakfast, Lunch, Dinner. Hot meals shall be provided.

 2.     If the flight is delayed between 4-10 hours, passengers are entitled to:

• Free meals and refreshments, as appropriate in relation to the waiting time; (Drinking water, one type of beverage, and a hot meal if required.) and
• Free communication facilities (phone calls, access to emails, etc.).
• Monetary compensation of 1,500 Baht or equivalent;
• Overnight accommodation, when the delayed/new flight is at least the following day, subject to availability, including roundtrip transportation from the airport to the accommodation. (Only accommodation and food expenses at the hotel shall be borne.)

Option to cancel flight booking and receive a full refund for the unused portions of the flight journey.

 3.     If the flight is delayed for more than 10 hours, passengers are entitled to:

• Free meals and refreshments, as appropriate in relation to the waiting time; and
• Free communication facilities (phone calls, access to emails, etc.).
• Overnight accommodation, when the delayed/new flight is at least the following day, subject to availability, including roundtrip transportation from the airport to the accommodation.
• Monetary compensation will be provided to the Passengers calculated according to flight distance:
  • 2,000 Baht or equivalent for flight journey with distance of 1,500km or less;
  • 3,500 Baht or equivalent for flight journey with distance between 1,500km and 3,500km;
  • 4,500 Baht or equivalent for flight journey with distance exceeding 3,500km; and
• If the passenger does not wish to proceed with the flight, an option to:
  • Re-route the passenger to their final destination with no additional cost at the earliest opportunity;
  • Re-route the passenger to their final destination with no additional cost at a later date of their convenience, subject to seat availability; or
  • Opt for other means of transport to the final destination with no additional cost, subject to availability.

Passengers will not be entitled to the compensation set out above if the delay was caused by extraordinary circumstances, which could not have been foreseen and/or avoided even if all reasonable measures had been taken.

Tarmac Delays

If the passengers are already on board the aircraft and experience a tarmac delay, we will ensure that passengers have:

• Proper ventilation and appropriate cabin temperature;
• Access to lavatory facilities; and
• Urgent medical assistance when needed.

 If the tarmac delay exceeds 3 hours with no definite take-off time, we will allow passengers to disembark unless doing so would impact safety, security or air traffic management.

C.    Flight Cancellation

If a flight is cancelled, passengers are entitled to:

1.     Complimentary Care and Assistance:

• Free meals and refreshments, as appropriate according to the waiting time;
• Free communication facilities (phone calls, emails, etc.); and
• Overnight accommodation, when the delayed/new flight is at least the following day, subject to availability, including roundtrip transportation from the airport to the accommodation.

 2.     Monetary Compensation:

• For international flights, monetary compensation shall be calculated according to flight distance:
  • 2,000 Baht or equivalent for flight journey with distance of 1,500km or less;
  • 3,500 Baht or equivalent for flight journey with distance between 1,500km and 3,500km;
  • 4,500 Baht or equivalent for flight journey with distance exceeding 3,500km.

 3.     Alternative Transportation Options:

• Refund of the air fare for the unused portion of the journey;
• Re-routing to the final destination with no additional cost at the earliest opportunity;
• Re-routing to the final destination with no additional cost at a later date of your convenience, subject to seat availability; or
• Providing other means of transport to the final destination with no additional cost, subject to availability.

 Passengers are not entitled to the compensation above if:

• The passenger was informed of the cancellation at least 7 days before the scheduled departure time of the flight;
• The passenger was informed of the cancellation less than 7 days before the scheduled departure time of the flight but were offered a re-routing option that would allow the passenger to arrive at their destination not more than 3 hours later than the initial flight’s scheduled arrival time; or
• The cancellation was caused by extraordinary circumstances which could not have been foreseen and/or avoided even if all reasonable measures had been taken.

Class Upgrades and Downgrades

• If a passenger is upgraded to a class higher than the original flight ticket purchased, no additional payment shall be required.
• If a passenger agrees to be downgraded to a class lower than the original flight ticket purchased, the passengers shall be entitled to a partial reimbursement of the downgraded journey. The reimbursement shall be calculated on the following basis:
  • 30% of the ticket fare for flight journey with distance of 1,500km or less;
  • 50% of the ticket fare for flight journey with distance between 1,500km and 3,500km;
  • 75% of the ticket fare for flight journey with distance exceeding 3,500km.

Persons with Reduced Mobility or Special Needs

During an operational disruption, priority will be given to persons with reduced mobility, special needs and unaccompanied children. If you fall within this category, please make yourself known to a staff member for assistance.

Refund Timelines

The expected timeline for passengers to receive any refund would depend on their original payment method. The expected timeline for the refund process is set out as follows:

• Cash payments: The refund shall be completed within 14 days upon receipt of the completed refund form and all the required documents.
• Credit card payments: The refund shall be completed within 45 days upon receipt of the completed refund form and all the required documents.
• Credit shell/travel voucher/mileage: These alternative forms of compensation shall be provided within 7 days upon receipt of the completed refund form and all the required documents.
• Tickets purchased through an agent: If passengers purchased tickets through an agent, please contact the agent regarding the refund. We will try our best to ensure that the refund is completed within 60 days upon receipt of the completed refund form and all the required documentation.

Questions and Claims

If you have any questions about your rights under Thailand’s CAB 101, or you wish to file a claim for compensation and reimbursement of reasonable expenses,  please contact our Service Quality Standards department using the Voice of Customer channels.

For proportional airfare reimbursement requests due to an involuntary downgrade, please use the Voice of Customer channels, if your booking was made directly with MIAT Mongolian Airlines.

For all other reimbursement requests related to bookings made directly with MIAT Mongolian Airlines, please submit your request through the online Refund Request Form.

If your booking was made through a third party website, travel agency, or another airline, please contact them directly to submit your request.

You may also contact the Civil Aviation Authority of Thailand (CAAT) directly through their website.

Important Information

This notice is required by CAB 101 and serves only as a summary of the regulation. In the event of any contradiction between this notice and CAB 101, the provisions of CAB 101 shall prevail. The full text of CAB 101 is available on the Civil Aviation Authority of Thailand (CAAT) website.