ISLAMABAD: Several passengers aboard Thai Airways flight TG350, which operates between Islamabad and Bangkok, have raised concerns over what they describe as unjustified charges on hand carry luggage. The passengers accused the airline of money-making tactics, charging an exorbitant USD 45 per kilogram for excess carry-on luggage, even for just a single extra kilo.
The charges, which some passengers have labeled as “unfair” and “excessive,” have sparked outrage at Islamabad’s Benazir Bhutto International Airport. Several travelers, who were in transit for their scheduled flight, claim the airline’s enforcement of a rigid baggage policy with zero tolerance for even a slight weight deviation has led to frustration and confusion.
“It feels like they are just trying to make money off of us,” said one irate passenger, who had to pay an additional USD 135 for three extra kilograms of hand carry luggage. “I’ve never faced such unreasonable charges before. It’s very disappointing, especially from an airline with such a reputation.”
Thai Airways’ strict baggage policies state that any hand carry luggage exceeding the weight limit must be checked in or subjected to additional fees. However, passengers argue that the charges—set at USD 45 per kilogram—are disproportionately high compared to other international carriers. Some passengers also expressed frustration over what they see as inconsistent enforcement of these policies, with some travelers reporting that they were not given clear guidelines or adequate notice about the weight limitations.
Further compounding the issue, many passengers allege mistreatment by the airline’s staff at the Islamabad airport. Several reports have emerged of rude behavior from check-in agents, with passengers claiming that they were not given a fair opportunity to comply with the baggage policy and instead were met with hostility.
“The staff was unprofessional and seemed to take pleasure in creating problems for us,” claimed another passenger, who wished to remain anonymous. “They were rude and dismissive when I asked for clarification. This kind of behavior is unacceptable, especially when you’re already stressed about travel.”
As the controversy grows, Thai Airways is facing mounting pressure to address both the unjustified charges and the alleged mistreatment by its staff. The airline’s reputation, particularly on its Islamabad to Bangkok route, has been increasingly tarnished by these complaints, with many travelers now reconsidering their choice of carrier.
Industry experts suggest that while airlines are within their rights to enforce baggage policies, there must be a balance between enforcing these rules and providing customers with a fair, transparent, and respectful experience.
“Unreasonable charges and poor customer service can severely damage an airline’s reputation,” said aviation analyst Sami Khan. “Thai Airways needs to address these issues quickly, or it risks losing customer trust and loyalty in an increasingly competitive market.”
In response to the growing backlash, Thai Airways has yet to issue an official statement regarding the charges or the complaints about staff behavior. Passengers affected by the charges are now calling for a refund or compensation, with many suggesting that a review of the airline’s baggage policies is long overdue.
As the situation unfolds, Thai Airways will likely be under intense scrutiny, with travelers awaiting further clarification from the airline and its handling of the situation.
