Suvarnabhumi Airport has issued a formal apology following widespread criticism on social media over the conduct of security staff at its baggage screening checkpoints, saying measures are being taken to improve service standards.
The issue came to public attention on February 24 after passengers posted online complaints questioning the behaviour of personnel at the airport’s X-ray screening area.
According to the posts, staff were accused of using inappropriate language and gestures, displaying a lack of emotional control, and scolding passengers, sparking concerns over the airport’s service quality and public image.
In a statement, airport management acknowledged the complaints, which first appeared on social media on February 23, and confirmed they related to staff conduct at the baggage screening checkpoint.
Suvarnabhumi Airport apologised to all affected passengers, stating that it takes the incident seriously and has carefully reviewed the feedback received.
The airport said the complaints would be used to improve staff performance, with an emphasis on politeness, humility and clear communication when dealing with passengers.
As part of the corrective action, the airport has instructed the security company responsible for operating the baggage X-ray checkpoint to improve service efficiency and overall standards.
The company has been ordered to conduct daily pre-shift briefings for all personnel, focusing on operational readiness, courteous behaviour and proper service etiquette.
Staff have also been instructed to provide accurate and appropriate information to passengers at all times.
In addition, the airport has directed the company to organise further customer service training programmes aimed at developing personnel and enhancing service quality.
Suvarnabhumi Airport said that if any practices are found to remain non-compliant with established guidelines, disciplinary action will be taken and supervisory measures will be further reviewed.
The airport concluded by reiterating its apology and reaffirming its commitment to using passenger feedback to address shortcomings and continuously improve service standards.
