Thai Airways passenger faces disappointment and confusion over missing baggage saga

KATHMANDU: The recent plight of a passenger on a Thai Airways flight from Bangkok to Kathmandu has shed light on the significant challenges and frustrations travelers face when their luggage goes missing during travel.

Despite reporting the missing baggage upon arrival at Tribhuvan International Airport, the passenger encountered a series of disappointments and setbacks, highlighting a concerning lack of coordination and accountability within the airline’s operations.

Suraj Upadhyaya (name changed), a passenger who traveled from Bangkok to Kathmandu, expressed his dissatisfaction with the handling of the situation and highlighted the lack of professionalism within the aviation industry.

He described the behavior he encountered as disgusting and stressed the need for action by concerned stakeholders to hold the responsible parties accountable. Upon arrival in Kathmandu, the passenger promptly reported the missing luggage to airport staff, expecting swift resolution.

However, repeated assurances that the luggage would be on the next day’s flight proved unfounded, leaving the passenger without their belongings for multiple days. The situation exacerbated when conflicting information regarding the whereabouts of the baggage emerged, adding to the passenger’s frustration and confusion.

The saga reached its climax when it was revealed that the luggage was supposedly coming from a Sydney flight on the night flight to Kathmandu, contradicting previous information that it had already been forwarded to Kathmandu.

This revelation not only caused immense inconvenience for the passenger, who endured disrupted sleep and wasted time shuttling back and forth to the airport, but also exposed a concerning lack of coordination and communication within the airline’s operations.

Yubaraj Khanal, representing Society International Travel as the general sales agent for Thai Airways in Nepal, responded to inquiries about the baggage mishandling issue in a dismissive and unprofessional manner.

Khanal stated that he had no responsibility for the matter and directed the affected passenger to resolve the issue directly at Tribhuvan International Airport and with Thai Airways in Thailand for baggage reclaim. Khanal’s language was rude and showed a lack of concern for the passenger’s situation. He further emphasized that he needed to focus on his work and instructed the passenger not to disturb him, insisting that they go to Thailand to address the issue.

This unfortunate experience underscores the importance of effective baggage handling procedures and the need for airlines to prioritize customer satisfaction and timely resolution of issues. Baggage mishandling not only disrupts travel plans but also tarnishes the reputation of airlines and erodes customer trust.

Upadhyaya emphasized that addressing such issues is crucial for the improvement of the entire Nepali aviation industry. He further said that, airlines must prioritize customer satisfaction and transparency throughout the resolution process. Prompt updates and clear communication regarding the status of missing luggage can go a long way in alleviating passengers’ concerns and frustrations.

As travelers continue to rely on airlines for seamless and stress-free travel experiences, incidents like these serve as a stark reminder of the importance of effective operational management and customer service excellence. Airlines must heed these lessons and take proactive measures to address the root causes of baggage mishandling to ensure a smoother and more enjoyable travel experience for all passengers.

Expressing his concern, Jagannath Niroula, General Manager at Tribhuvan International Airport, conveyed his sadness upon learning about the issue. “I have noticed this incident and will conduct further inquiries,” he stated. Niroula emphasized the importance of adherence to professional rules and regulations by all parties involved. He stressed that both the airline company and the General Sales Agent (GSA) must comply with standard protocols related to passenger services.

In response to this incident, Thai Airways must review and strengthen its baggage handling protocols to ensure that such mishaps are minimized in the future. This includes improving communication between ground staff, enhancing tracking systems for luggage, and implementing robust procedures for handling missing baggage cases.

In relation to the concern raised, efforts were made to obtain a statement from Thai Airways. However, the airline did not respond to our inquiries.