Passenger Rights - Thailand Regulation of the Civil Aviation Board No. 101 (CAB 101)
Rights of Passengers Departing from Thailand
Regulation of the Civil Aviation Board No. 101 (CAB 101) mandates measures and compensation to be provided by airlines operating in Thailand in the following events:
- Flight Delays (Departure Delays) for 2 Hours or More
- Flight Cancellations
- Tarmac Delays (Delays on Board before Takeoff)
- Denied Boarding due to Seat Unavailability
- Downgrade
Japan Airlines, as a carrier flying to Thailand, is compliant with the regulation on our operating flights departing from Thailand.
The details of our basic policy are described below. For flights operated by other carriers or codeshare flights operated by partner airlines, please contact the operating carrier.
Eligible Passengers for Compensation and Support
Passengers who have purchased a ticket for an eligible flight and meet one of the following criterias may be eligible for compensation and support under Thailand’s regulation:
- Passengers who presented themselves for check-in by the deadline (except in cases of flight cancellation).
- Passengers who received notification (via email, airport/onboard announcements, etc.) within the following timeframes:
- Flight Delays (Departure Delays): for 2 Hours or More: On the day of departure. (Within 24 hours counting back from the original scheduled departure time.)
- Flight Cancellations: Between 6 days prior to departure and the day of departure.
- Tarmac Delays (Delays on Board before Takeoff): Onboard the aircraft on the day of departure.
- Downgrade: Eligible at all times, regardless of when the notification was provided.
Details of Compensation and Support
Flight Delays (Departure Delays) for 2 Hours or More
If a departure of a JAL operated flight is significantly delayed, we will provide the following.
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Delay Duration |
Support Provided at the Airport | Compensation Amount |
|---|---|---|
| 2 hours - less than 5 hours | ・Meal vouchers usable within the airport (may not be provided depending on the wait time for the alternative flight). ・Necessary and appropriate means of communication (e.g., phone calls or email). |
- |
5 hours - less than 10 hours
|
・Meal vouchers usable within the airport (may not be provided depending on the wait time for the alternative flight). ・Necessary and appropriate means of communication (e.g., phone calls or email). ・Accommodation arrangement (including dinner, breakfast, and 2 International calls x 3 minutes) and round-trip transportation to/from the accommodation if the alternative flight is on the following day and accommodation is required. ・Refund for the unused segment (if the passenger chooses to cancel the journey and requests a refund). |
THB 1,500 or equivalent |
| 10 hours or more | ・Meal vouchers usable within the airport (may not be provided depending on the wait time for the alternative flight). ・Necessary and appropriate means of communication (e.g., phone calls or email). ・Accommodation arrangement (including dinner, breakfast, and 2 International calls x 3 minutes) and round-trip transportation to/from the accommodation if the alternative flight is on the following day and accommodation is required. ・Rebooking with no additional fees. ・Refund for the unused segment (if the passenger chooses to cancel the journey and requests a refund). |
THB 4,500 or equivalent |
However, compensation will not be provided in cases if:
- The delay is caused by ‘Extraordinary Circumstances’ [force majeure] (reasons beyond our control, such as weather or Air Traffic Control instructions).
- You did not arrive at the airport by the check-in deadline for your booked flight.
Flight Cancellations
If a JAL operated flight is cancelled, we will provide the following.
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| Support Provided at the Airport for Flight Cancellations | Compensation Amount |
|---|---|
| ・Meal vouchers usable within the airport (may not be provided depending on the wait time for the alternative flight). ・Necessary and appropriate means of communication (e.g., phone calls or email). ・Accommodation arrangement (including dinner, breakfast, and 2 International calls x 3 minutes) and round-trip transportation to/from the accommodation if the alternative flight is on the following day and accommodation is required. ・Rebooking with no additional fees. ・Refund for the unused segment (if the passenger chooses to cancel the journey and requests a refund). |
THB 4,500 or equivalent
|
However, compensation will not be provided in cases if:
- You were notified of the cancellation and alternative flight 7 days or more before departure.
- Even if the cancellation notification was made between 6 days prior to departure and the day of departure, the alternative flight arrives at the destination within 3 hours of the original scheduled time.
- The cancellation is due to ‘Extraordinary Circumstances’ [force majeure] (weather, Air Traffic Control, etc.).
Tarmac Delays
In case of an unavoidable departure delay after the aircraft door has closed but before takeoff, potentially causing a prolonged wait for passengers onboard.
If waiting on board continues for lengthy period, the following will be provided subjected to operational circumstances:
- Proper ventilation and temperature control of the cabin, and access to lavatories.
- Medical assistance where possible if urgent medical attention is required
If passengers are kept waiting on board the aircraft on the tarmac or at the gate at airports in Thailand for more than 3 hours before takeoff, we will do our best to allow passengers to disembark. (However, disembarkation may not be possible due to reasons outside the carrier's control, such as safety and security reasons, or instructions from air traffic control.)
Denied Boarding due to Seat Unavailability
There may be unavoidable circumstances where boarding may be denied due to seat unavailability such as aircraft change, oversale or for operational reasons. In that case, JAL will make every effort to arrange an alternative flight in accordance with CAB 101 to minimize the disruption to your journey.
Please note that if you voluntarily agree to change your itinerary, the "Denied Boarding" provisions under CAB 101 will not apply, and the compensation offered by JAL will be applied.
If your itinerary is changed without your consent, we will provide the following.
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| Support Provided at the Airport for Denied Boarding Due to Seat Unavailability | Compensation Amount |
|---|---|
| ・Meal vouchers usable within the airport (may not be provided depending on the wait time for the alternative flight). ・Necessary and appropriate means of communication (e.g., phone calls or email). ・Accommodation arrangement (including dinner, breakfast, and 2 International calls x 3 minutes) and round-trip transportation to/from the accommodation if the alternative flight is on the following day and accommodation is required. ・Rebooking with no additional fees. ・Refund for the unused segment (if the passenger chooses to cancel the journey and requests a refund). |
THB 4,500 or equivalent
|
If you do not agree to the itinerary change and wish to cancel your journey and receive a refund, we will pay a compensation of THB 4,500 based on CAB 101.
Compensation under Thailand regulation will not be provided in cases if:
- The alternative flight arrives at the destination within 3 hours of the original scheduled time.
- The denied boarding is due to ‘Extraordinary Circumstances’ [force majeure].
Downgrade
If a flight cancellation or aircraft change results in a change to a lower class of service, we may need to ask for your cooperation with a downgrade from your reserved class of service on JAL operated flights.
In case of a downgrade caused by JAL, we will pay a compensation of 75% of the fare for the downgraded segment, based on CAB 101.(If the downgrade is caused by an airline other than JAL, please contact the relevant airline.)
Inquiries and Claims for Compensation to JAL
Click here for Inquiries and Compensation Claims.Please provide the following information and contact us via the online form "Comments to JAL"
- Subject: Please write "CAB 101"
- Flight number and Date of travel
- Passenger name (in Katakana or English as on ticket)
- Booking Reference Number (6 alphanumeric characters) or Ticket Number (13 digits) for JAL flights from Thailand
- Reason for compensation claim (Please describe the circumstances, such as delay or cancellation, in the body of the form.)
Inquiries to the Civil Aviation Authority of Thailand
Should you have any queries about this regulation or in case you wish to lodge your complaint if JAL, including JAL’s employee or contractor, violates or fails to comply with this regulation, you can contact the Civil Aviation Authority of Thailand from the link below:
