2010-09 Thai Airways - Special Meal

Flight: TG 320
From: Kathmandu
To: Bangkok
Seat No: 33H
Date: 13-Oct-2010 (Wednesday)

Before 13-Oct-2010, I must say I am extremely satisfied with the service from Thai Airways. The staff are friendly and service-oriented. I don't see much difference between their service and the service of the well known (well acknowledged) Singapore Airlines. Both are equally good in their service.

This is an isolated case, and I have already written a feedback to Thai Airways on why I am not satisfied with their service. Once again, I was observing the service of other crew members, they are good, particularly a stewardess named "Natta", she always put on a wide smile (not the plastic smile, which we always see in service staff). I would say I am just being unlucky.

Due to my dietary restrictions, during the booking of air tickets, I always inform the airline that I cannot take beef and mutton. Upon boarding the plane (flight TG320 from KTM to BKK), one steward confirmed with me about my request on meal, I acknowledged.

When it was to serve the meal, another steward came to my seat (Seat no 33H) and ask whether anybody has a special meal of "No Beef, No Mutton". An Eurasian girl (Seat No 33K, aged around mid twenties) hurrily claimed the meal is for her. But I knew hers is Vegetarian, not "No Beef, No Mutton". So I told the steward that the meal is for me, not her. Then this steward insisted that it is for her. I just wondered based on what principle that he (the steward) was ABSOLUTELY SURE the meal is for her and not for me. Was it because she is a Westerner? Was it because I look like a Thai and he just felt that serving a westerner is much more important than serving me?

I just wonder, it was clearly stated in the piece of paper with special meal request for seat no 33H, and why he insisted to serve to seat no 33K? He was new? Maybe he mistaken the position of seats 33H and 33K? About that Eurasian girl, was she so hungry that she quickly claimed the meal was hers? Why didn't she hear that it was "No Beef, No Mutton"? Or she thought "No Beef, No Mutton" = "Vergetarian"? Sorry, I was really mean and sarcastic here, pardon me. I seldom do such things but then ...

I told him I requested for special meal too. He said to me, "No sir, it is not for you, but it is for her. I will check for you whether you have requested for special meal." Well, of course, he said with a plastic smile. In my heart, never mind, he will check and realised his mistakes serving to the wrong passenger. I wanted to see how he behaved and reacted to the situation. I also wished to see how this Eurasian girl responded to a non-vergetarian meal.

To my shocking surprise, the steward didn't come back to me? Which means he didn't even check the special meal request form? Which means he just trying to make me happy by saying he will check? I really puzzled and Thai Airways (if you read this), please help to investigate. It takes all service staff to work well and make people feel that you have good service; but it just only need ONE bad service staff to make a bad name for your organisation.

Back to the Eurasian girl, when she opened the cover of the meal, she realised that it was FISH! Yeah, not vegetarian! What did you want me to do now? Tell her it was her mistake and said it was for me, I take over the food? No, no way, I am not going to take the food which may be contaminated. I still wish to see how she and the air crew reacted to this situation, so I put down my book and waited patiently.

That Eurasian girl finally got hold of another steward (there are 3 stewards so far, the one who confirmed my request, the one who serve the food to wrong person, and this is the third one), and told him about her request of Vegetarian and not fish. This steward went off and returned with the paper with a list of special meal request, and said "Madam, you didn't request for any special meal, but I will check for you whether there is any vegetarian meal left". Very good service! But listen on... I told this steward I also requested for special meal, he checked on the paper and ask me, "Yes sir, you asked for NO BEEF NO MUTTON, right?" I replied "Yes". Then he asked me "So sir, you have not got your special meal?" I replied "No," (in my heart, isn't it obvious that I have not got my special meal?) Then I told him, "I think that meal for this lady was for me!" Then he walked away, without saying a word. He returned with the vegetarian meal for the lady, once again, I applauded for his good service! Really nice! But where is mine? Once again, for the second steward in succession, he ignored my request!!! Feeling really angry about the situation, man. But I don't want to make a scene out of it, and I kept my anger down and waited.

Finally, the meal is served. The third steward was serving me, "Sir, do you like Lamb or Chicken or Salmon?" (obviously, he has forgotten my request for NO MUTTON, why ask me whether I want Lamb?) I gave him a stare, wanting to flare up, but I kept my cool again, I replied "Salmon". The guy next to me wanted Chicken, but there wasn't any left. So, if I didn't have "Salmon" as another choice and Chicken was no available, I would have to eat the salad and bread for my meal.

I have been trying to see the names on the stewards' name tag, but I could not. The best thing is the 3rd steward was not even wearing a name tag!!! Classic!

The above is an exact description of what happened, I have not added any information which is trying to defame Thai Airways, I am just stating the facts of what happened. There may be some personal feelings to it. I didn't know what was behind the scene. But obviously to a customer, I was a very very unhappy customer!

Once again, I would say Thai Airways have good service, this is an isolated incident caused by TWO "black sheeps" (2nd and 3rd steward). But then, to the Eurasian girl, I am pretty sure she was a very happy customer, she was well served!