CAAT urgently summoned AirAsia to explain the incident on the Don Mueang to Hat Yai flight where passengers were stranded during a bus transfer, causing the flight delay. The airline explained that the issue was related to coordination and passenger counting procedures before departure.
The Civil Aviation Authority of Thailand (CAAT) has been informed about the incident involving AirAsia flight FD3116 on the Don Mueang to Hat Yai route, which operated on 17 January 2026. Passengers were stranded during the boarding process between the terminal and the aircraft, resulting in the flight departing later than scheduled.
After learning of the incident, CAAT called AirAsia to clarify the facts, focusing on coordination and communication among ground staff involved, as well as the passenger verification process before flight. This is to assess compliance with safety and passenger service standards as required.
The airline explained that the initial problem was due to issues in coordination and passenger counting before departure. However, the problem was resolved by retrieving the stranded passengers and continuing transport as planned. The airline did not inform CAAT at the time, so the issue only became known when it surfaced on social media and after CAAT received passenger complaints around noon on 29 January 2026.
To address the issue, Thai AirAsia stated it will improve the passenger counting process (Head Counting) by requiring cabin crew to recount passengers before departure, especially on flights using Bus Gates (previously, ground staff handled counting for all flights). They will also enhance ground staff communication systems to prevent errors. Additionally, CAAT requested an official investigation report from the airline and emphasized that any incident impacting flight safety must be reported to CAAT immediately.
CAAT has cautioned the airline to strengthen oversight of ground operations and passenger handling processes. It also urged a thorough review and improvement of procedures to prevent similar incidents in the future. The airline must prioritize communication with affected passengers, respecting their rights, safety, and confidence as a foremost concern.
: Mr. Saranya Benjanirat, Deputy Director of the Civil Aviation Authority of Thailand, stated, “This incident highlights the importance of strict ground operation procedures and communication at every step. CAAT places great importance on passenger safety and rights, and has instructed airlines to enhance internal oversight measures to prevent recurrence. Airlines must also properly care for and communicate with passengers when disruptions occur.”
CAAT affirmed it will closely monitor airline actions and enforce strict compliance with safety and passenger rights standards across all air operators to ensure the public receives quality, fair, and standard services.
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