A dream honeymoon turned into a logistical nightmare for a London couple after their Thai Airways flight was cancelled at the last minute, leaving them stranded at Heathrow Airport and more than £1,350 out of pocket.
Honeymoon Plans Shattered at the Gate
Kaya Cheshire, 33, and Mike Ross, 35, from east London, were due to begin their long-awaited two-week holiday in Thailand on Wednesday, 3 December 2025. The newlyweds, who married in Tuscany in October, were at Heathrow for the 9.35pm departure of Thai Airways flight TG917 to Bangkok.
Just twenty minutes before boarding was due to commence, they received a text message informing them the flight had been axed. The sudden cancellation left over 100 passengers in limbo and marked a devastating start to the couple's first major trip together.
'Absolute Radio Silence' from the Airline
Kaya, who works in PR for Eurostar, described feeling "overwhelmingly emotional" at the "shocking" start to their trip. She criticised the airline's lack of communication, stating: "The worst thing is how silent the airline has been. Usually, there would be some form of communication, but absolute radio silence like it didn't happen."
She told Metro she had reached out via email and social media platform X, and attempted to call the customer helpline 11 times, receiving only automated responses.
The passengers were eventually taken by coach to a nearby airport hotel, where some found no rooms available. Mike and Kaya paid £150 for their accommodation, hoping to reclaim the cost. Their ordeal continued the next morning when, after returning to Heathrow for a 6am replacement flight via Singapore, they were told the booking was an error and to wait for further instructions.
As a gesture for food, the couple were each given a £15 voucher, which Kaya said "barely covered two sandwiches".
A Costly and Stressful Delay
The 24-hour delay has had significant financial consequences. The couple have missed over two days of their holiday, including part of a pre-paid stay at the Banyan Tree Bangkok hotel, booked massages, and a Michelin-starred meal.
"We have been planning this for two years," Kaya said. "Lots of savings have been poured into it and the wedding. Having the first two days of plans completely turned upside down is chaos."
She added that the stress was compounded by seeing some families being split up onto different replacement flights. After a sleepless night, their eventual new departure was confirmed for 9.30pm on Thursday.
Metro has contacted Thai Airways for comment on the incident and the couple's complaints regarding communication and compensation.
What Are Your Rights When a Flight is Cancelled?
Under UK regulations, passengers have specific rights when facing flight disruptions:
- For Cancellations: You have a legal right to choose between a full refund or an alternative flight to your destination. You are also entitled to assistance (meals, communication, accommodation) if the cancellation delays you by two or more hours, and may be eligible for compensation depending on the notice given and the flight distance.
- For Long Delays: On long-haul flights over 3,500km (like London to Bangkok), if the delay is at least four hours, the airline must provide care and assistance. If the delay exceeds five hours, you can choose not to travel and are entitled to a full refund.
Passengers are advised to keep all receipts and formally contact the airline to claim any owed compensation or reimbursements.
