I feel for this person. I recently experienced the poor customer service of Thai Airways on a trip from Hong Kong to Bangkok that was delaued by over 11h (tgat's 11h boarding delay for a flight duration of about 2h20). The staff were clueless in thtir handling of the outrageous delay and the customer service respondible of customer relations and complaints should simply be fired. No compensation, no response to emails for weeks, complete head I the sand approach ( if I don't see it it doesn't exist).
In addition, on the return flight from Bangkok to Hong Kong, the ground staff asked where my visa was. I told them I didn't need a visa (I am a french citizen), I showed them the arrival stamp with the authorised duration of stay on it. She had to call a supervisor to double chevk that French people/EU citizen did not need a paper visa in their passport. Clueless Airline staff. I will avoid Thai Airways in the future and would not recommend it to anyone. So many better alternatives in Asia with Cathay, Singapore Airlines or even Malaysian.