Thailand Passenger Rights

This notice is issued in accordance with Thailand’s Regulation of the Civil Aviation Board No. 101 – Measures to Protect Passenger Rights on Domestic and International Scheduled Flights (“CAB 101”). It informs you of your rights in the event of a flight delay exceeding two (2) hours.

Eligibility criteria

The rights described in this notice apply under the following conditions:

• Your flight is delayed by more than two (2) hours;
• Your flight is scheduled to depart from an airport in Thailand;
• Your flight is scheduled to be operated by Emirates;
• You hold a confirmed ticketed reservation for the flight;
• You are travelling on a fare available to the general public;
• You are not, or would not have been, precluded from boarding the delayed flight by reason of application of our Conditions of Carriage for Passengers and Baggage or for other reasonable grounds such as, but not limited to, reasons of health, safety or security, or inadequate travel documentation;
• You have not received benefits or compensation under any other applicable law or regulation.

Section A: Assistance and Benefits

If you meet the Eligibility Criteria, you will be entitled to the following assistance and benefits based on the duration of the delay:

Section B: Compensation

If you experience a delay of more than five (5) hours on an international flight, you may be eligible for compensation. Monetary compensation is based on: a) the distance of the delayed flight, and b) the duration of the delay. The applicable compensation amounts are outlined below:

We reserve the right to offer compensation in the form of Emirates Skywards miles. In such cases, we will provide relevant terms, conditions, and restrictions, and obtain your consent before proceeding.

Please note: Compensation will not be provided when the delay is caused by extraordinary circumstances beyond our control.

This notice is issued in accordance with Thailand’s Regulation of the Civil Aviation Board No. 101 – Measures to Protect Passenger Rights on Domestic and International Scheduled Flights (“CAB 101”). It informs you of your rights in the event of involuntary denied boarding.

In exceptional circumstances, there may not be enough space available on a flight to accommodate all customers with confirmed reservations. If such a situation arises for your flight, we will first seek volunteers willing to surrender one or more confirmed reservations in exchange for mutually agreed benefits.

Volunteers will also be entitled to the assistance described in Section B of this notice.

If no volunteers are identified, it may become necessary to deny boarding to customers against their will.

Eligibility criteria

The rights described in this notice apply under the following conditions:

• You are involuntarily denied boarding;
• Your flight is scheduled to depart from an airport in Thailand;
• Your flight is scheduled to be operated by Emirates;
• You hold a confirmed ticketed reservation for the flight;
• You are travelling on a fare available to the general public;
• You are not, or would not have been, precluded from boarding the flight by reason of application of our Conditions of Carriage for Passengers and Baggage or for other reasonable grounds such as, but not limited to, reasons of health, safety or security, or inadequate travel documentation;
• You have not received benefits or compensation under any other applicable law or regulation.

Section A: Re-routing or Reimbursement

If you meet the Eligibility Criteria, you may choose either Option A or Option B below:

Option A – Re-routing:

• Travel on an alternative flight(s) to your final destination or nearby airport, at your convenience, and subject to availability. Ground transport will be provided to your final destination airport if re-routed to an alternate airport.

Option B – Reimbursement:

• If you choose not to travel, refund of the unused portion(s) of your ticket and other fees paid for the part(s) of the journey not made. We reserve the right to offer reimburse in the form of Emirates Skywards miles. In such cases, we will provide relevant terms, conditions, and restrictions, and obtain your consent before proceeding.

Section B: Assistance

We will provide you with:

a) Access to means of communication, such as a telephone call or email; and

b) If you opt for re-routing:

• Food and beverages in reasonable relation to the waiting time for your new flight; 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.

Section C: Compensation

If eligible, you will receive monetary compensation based on the distance of the affected flight:

Alternatively, if you opt for re-routing, you may choose an Emirates Options Voucher redeemable for a complimentary round-trip ticket on select Emirates routes, in lieu of monetary compensation detailed in this section.

Please note: Compensation will not provided when denied boarding is caused by extraordinary circumstances beyond our control.

This notice is issued in accordance with Thailand’s Regulation of the Civil Aviation Board No. 101 – Measures to Protect Passenger Rights on Domestic and International Scheduled Flights (“CAB 101”). It informs you of your rights in the event of flight cancellation.

Eligibility criteria

The rights described in this notice apply under the following conditions:

• Your flight has been cancelled;
• Your flight is scheduled to depart from an airport in Thailand;
• Your flight is scheduled to be operated by Emirates;
• You hold a confirmed ticketed reservation for the flight;
• You are travelling on a fare available to the general public;
• You are not, or would not have been, precluded from boarding the flight by reason of application of our Conditions of Carriage for Passengers and Baggage or for other reasonable grounds such as, but not limited to, reasons of health, safety or security, or inadequate travel documentation;
• You have not received benefits or compensation under any other applicable law or regulation.

Section A: Re-routing or Reimbursement

If you meet the Eligibility Criteria, you may choose either Option A or Option B below:

Option A – Re-routing:

• Travel on an alternative flight(s) to your final destination or nearby airport, at your convenience, and subject to availability. Ground transport will be provided to your final destination airport if re-routed to an alternate airport.

Option B – Reimbursement:

• If you choose not to travel, refund of the unused portion(s) of your ticket and other fees paid for the part(s) of the journey not made. We reserve the right to offer reimbursement in the form of Emirates Skywards miles. In such cases, we will provide relevant terms, conditions, and restrictions, and obtain your consent before proceeding.

Section B: Assistance

We will provide you with:

a) Access to means of communication, such as a telephone call or email; and

b) If you opt for re-routing:

• Food and beverages in reasonable relation to the waiting time for your new flight; 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.

Section C: Compensation

If eligible, you will receive monetary compensation based on the distance of the affected flight:

We reserve the right to offer compensation in the form of Emirates Skywards miles. In such cases, we will provide relevant terms, conditions, and restrictions, and obtain your consent before proceeding.

Please note: Compensation will not be provided in the following circumstances:

a) The flight cancellation is due to extraordinary circumstances beyond our control.

b) You were notified of the cancellation at least seven (7) days before your scheduled departure and provided with alternative flight options; or

c) You were notified less than seven (7) days before your scheduled departure and the alternative flight option arrived at the destination no more than three (3) hours earlier or later than the original scheduled time of arrival.

This notice is issued in accordance with Thailand’s Regulation of the Civil Aviation Board No. 101 – Measures to Protect Passenger Rights on Domestic and International Scheduled Flights (“CAB 101”). It informs you of your rights in the event that you are involuntarily downgraded to a lower class of service than the one for which you purchased your ticket.

Eligibility criteria

The rights described in this notice apply under the following conditions:

• You are involuntarily downgraded from your ticketed class of service;
• Your flight is scheduled to depart from an airport in Thailand;
• Your flight is scheduled to be operated by Emirates;
• You hold a confirmed ticketed reservation for the flight;
• You are travelling on a fare available to the general public;
• You are not, or would not have been, precluded from boarding the flight by reason of application of our Conditions of Carriage for Passengers and Baggage or for other reasonable grounds such as, but not limited to, reasons of health, safety or security, or inadequate travel documentation;
• You have not received benefits or compensation under any other applicable law or regulation.

Section A: Reimbursement Options

If you meet the Eligibility Criteria, you may choose either Option A or Option B below:

Option A – Proportional reimbursement of the amount paid for the airfare

A proportional reimbursement of the airfare you paid (excluding any additional charges or fees), calculated based on the flight distance of the original ticket from which you were downgraded, as detailed below:

Option B – Emirates Options Voucher

Receive an Emirates Options Voucher, redeemable for a complimentary round-trip ticket on select Emirates routes.

If you have any questions about your rights under Thailand’s CAB 101, or you wish to file a claim for compensation, please contact our Customer Affairs department using the Feedback or Complaints Form.

For proportional airfare reimbursement requests due to an involuntary downgrade, please use the Feedback or Complaints Form if your booking was made directly with Emirates.

For all other reimbursement requests related to bookings made directly with Emirates, 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.

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.