25/07/2019 London Hai Hoang Phan I paid a very expensive ticket £695.82 ( for London Heathrow 2 - Bangkok then Bangkok-HCM city), the flight from Heathrow to Bangkok got delayed from 12:30 to roughly 6pm ( by 5.5 hours). Once I arrive to Bangkok at roughly 11am local time, I was informed that I have to wait for another 6.5 hours for my flight to HCM city at 17:30 (Bangkok time). So instead of a 14.5 hours flight including transit, I have to endure 26h flight including transit. This nearly double my journey time. 26/07/2019, Bangkok When I arrive to Bangkok, there are several choices for the flights from Bangkok to Ho Chi Minh city provided by Vietjetair and AirAsia which cost around (£100-£150) and departing 13:30 or 14:30 instead of ThaiAirway (at 17:30). I asked goundstaff to help me book those flights instead of the default one and after a 30 minutes discussion, I was finally directed to the duty manager of Bangkok airport, SUPAWASA. She was helpful and tried her best to assist me. I asked ThaiAirway to transfer me to those early flights but they refused on the ground that they don't have an agreement with budget airlines such as Vietjetair or AirAsia and that they have an agreement with VietnamAirline but it was fully booked therefore ThaiAirway is the only option. When I asked a hypothetical question of a situation in which the only options are the budget airlines, would ThaiAirway cover the cost? To my surprise, they responded yes. This means that ThaiAirway has the resources to cover the cost of transfer to budget air and they only do so as the last resource. Alternatively, If I want to get on the early flight, I will need to pay for it myself and reclaim it back at Heathrow. This is very wrong because I couldn't afford it and there is no transparent promise/ deadline that I would receive my money back & that imposes more stress on me and none of these issues are my fault but the ThaiAirline. I personally feel this policy is very self-serving and place the interest of the airline above that of the customer. This could be fair if the delay or inconvenience is caused by factor outside of the airline control but this time the delay is caused by the airline itself in failing to replace its plane's part on time. So it is only fair if the airline places the interest of their affected customers on top of its interest to save cost because the delay is the airline's fault. I explained my ground and the unfair nature of ThaiAirway to the SUPAWASA. However, SUPAWASA couldn't help me and blamed the limitation on her authority & say she can't change the policy. This is the classic excuse and an incompetent answer to dodge responsibility. Since it is outside of her authority, I asked SUPAWASA to direct me to someone who has the authority to consider a change in policy to reflect the justice for 8 unfortunate passengers. She then directed me to another duty manger, WANRAWEE. This time, I spent half an hour trying explain this concept to her and get to the same point again that she can't change the policy and that she won't put me in touch with higher management. I asked for a reason why and she simply ignore my request for reasonable answer. Due to the unfair nature of ThaiAirway's policy, she is in no position to defend it so eventually, she asked to talk to SUPAWASA and during their conversation, the hung up to stop talking to me. In conclusion, I'm disappointed by ThaiAirway and their service, they have a self-serving interest and is unwilling to take constructive feedback in order to drive improvement. Instead, management generates incompetent excuses claiming changes to policy are outside of their control in order to cut off conversation with disappointed customer when indeed, they could be flexible and choose the best option for their customer at a fairly manageable cost.