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Lavaron Saengsanit, Permanent Secretary of the Ministry of Finance and Chairman of the Board of Thai Airways International Public Company Limited, or THAI, disclosed that at the company's board meeting on September 28, an urgent directive was issued to management to resolve the problems of delayed baggage and delayed flights affecting passengers in the aftermath of the flooding. The board assigned Chai Eamsiri, the Chief Executive Officer, to skip the board meeting and instead go to the front lines to take command and oversee the resolution of problems on site at the airports directly, while reporting progress back to the board periodically. Regarding the backlog of unclaimed baggage, the meeting directed management to urgently consider bringing in external service providers for support, and to possibly coordinate with Thailand Post Company Limited to deliver bags directly to passengers. At the same time, coordination will be made with Airports of Thailand Public Company Limited, or AOT, to speed up the clearance of baggage stuck in the system. As for the shortage of ground personnel caused by the floods, the board assigned the company to coordinate requests for manpower support from military units to help perform duties temporarily, and issued a special instruction that Thai Airways provide accurate information to passengers continuously and as quickly as possible.

Chai Eamsiri, Chief Executive Officer of Thai Airways International, or THAI, announced that all backlogged baggage will be cleared within 72 hours, after 100% of flights were delayed over the past two days, September 26-27, due to a labour shortage caused by flooding problems. More than 5,600 bags remain backlogged, which is considered very high, so the company decided to cancel flights to Set Zero and prevent new flights from mixing with the backlogged bags. It is also coordinating with Airports of Thailand, or AOT, to request more than 100 military personnel from the Ministry of Defence and the Royal Thai Air Force, as well as hiring two transport companies and Thailand Post, which AOT helped arrange to increase to three, to help manage the return of bags to passengers. Some passengers are being allowed to collect their bags themselves at the terminal, while others will have them delivered, with notifications to be made via the Thai Airways Facebook page. Chai said that of the more than 500 workers, divided between licensed staff and general labourers, only about 200-300 came to work today, so headquarters staff have been pulled in and absent workers called back to help, with compensation offered. He confirmed that this was not caused by a staff strike but by employees' personal circumstances, and that the problem is a frontline issue, not a policy one. This afternoon Thai Airways will set up a desk to receive damage reports and compensate passengers affected by the backlogged bags and delayed flights, possibly at a point inside Suvarnabhumi Airport's passenger terminal. Meanwhile, the cargo warehouse is heavily overfilled, so customers are being urged to collect their goods as soon as possible.

Chai Eiamsiri, Chief Executive Officer of Thai Airways, apologised to passengers after nearly 100% of flights were delayed due to severe flooding, with fewer than 3% of flights departing on time. The company decided to cut capacity by roughly 30–40% by cancelling and merging about 30 flights out of more than 110 flights per day, while transferring passengers to partner airlines. The main cause was that ground personnel and specialised skilled staff whose accommodation is in flooded areas could not travel to work, with a shortage of more than 200–300 workers out of the roughly 500 needed, leaving about 5,600 pieces of baggage stranded at Suvarnabhumi Airport. Thai Airways requested cooperation from the Ministry of Defence and the Royal Thai Air Force to deploy about 100 personnel along with vehicles to transport employees in the affected areas, and is working with Airports of Thailand, Thailand Post and three private delivery providers to speed up the return of baggage to passengers. It aims to restore operations to normal within 72 hours and has set up compensation counters for both delayed baggage and delayed flights. Thai Airways shares closed at 6.05 baht, down 0.10 baht, or 1.63%, with trading value of 447.67 million baht.

Siriwong Angkasakulkiat, Deputy Minister of Transport, disclosed that Thai Airways International Public Company Limited, or THAI, is facing a mounting backlog of passenger baggage at Suvarnabhumi Airport, along with delayed baggage. Chai Eiamsiri, Chief Executive Officer of THAI, explained that the main cause was a severe shortage of staff, after a large number of personnel were affected by the flood situation, making it impossible to manage baggage normally. Thai Airways promised to expedite the handling of the backlogged baggage for completion within today. The Ministry of Transport proposed convening an urgent meeting of the THAI board of directors to consider ways to resolve the problem and lay out further management measures. It also noted that Thai Airways is still handling baggage for alliance airlines in its network, which are governed by service level agreements, or SLAs, and therefore it may be necessary to prioritise looking after its own passengers first. Meanwhile, the Ministry of Transport, through Airports of Thailand Public Company Limited, or AOT, has coordinated with the Royal Thai Air Force and Thailand Post Company Limited to send personnel and officials to fully assist with baggage transport. For passengers who have stated their intention to have baggage delivered, officials will deliver it to the name and address specified. For passengers who have said they will come to collect it themselves, officials will sort and gather the baggage for them to pick up later. Siriwong stressed that compensation and relief measures for passengers are the direct duty and responsibility of Thai Airways, since the Ministry of Transport acts only as the regulator of prices and safety standards, while service levels are a matter of Thai Airways' own management, marketing, and customer care. If Thai Airways chooses not to look after its passengers, the impact and business damage will fall on the company itself. The Ministry of Transport also expressed concern about Thai Airways' handling of the situation, saying the government should receive better answers and cooperation, after the Ministry of Transport and related agencies had provided full assistance, including AOT arranging food for the air force personnel who came to help with operations, as well as sending vehicles and water pumps to help ease the flood situation around Thai Airways' employee housing. The minister visited the area to monitor the situation personally and saw that Thai Airways' response still reflected management and passenger responsibility issues that need improvement, especially communicating information to customers honestly and promptly.