Air Malta’s Customer Care Department is dedicated to resolving the customer issues which arise from time to time, in the unlikely event that the matter was unresolved in the first instance. The Department also addresses any concerns or comments regarding our service which our passengers may have.
We welcome customer feedback, as it helps us to maintain and improve upon our high level of customer satisfaction.
The Department does not create contractual or legal rights. These rights and obligations are set out in full in our conditions of carriage together with the applicable tariffs. It is important that you refer to them to clearly understand your rights and our obligations.
Written correspondence to us is always preferable. Please be as specific as possible, including accurate dates and flight numbers together with supporting documentation such as copies of tickets and other documents that may have a bearing regarding your case.
All letters, faxes or e-mails to the Department will be acknowledged, as quickly as possible. We will then forward the matter to the appropriate department, gather as much relevant information regarding the matter as we can, and investigate the issues as objectively as possible. Our remaining step will be to provide you with our best response, within a reasonable timeframe.
You can contact the Air Malta Customer Care Department by completing and mailing an electronic form . Alternatively, Comment Cards can be provided by the cabin crew during your flight, if you prefer.
Our postal address is :
Air Malta plc
Customer Care Department
Head Office,
Luqa LQA 05
Malta.
E-mail Address
Telephone : +356 22 999 208
Fax : +356 2169 2861
If you are a resident of the UK, please contact our UK Customer Care Office on:
E-mail Address
Telephone: (0) 20 8785 3199
Fax: (0) 20 8785 7468
Booking Fees
As with all major international airlines, Air Malta offers a wide variety of fares to its passengers. As a general rule, the lower the fare, the more restrictions will apply to it.
After you have decided upon your travel plans, you may wish to make some changes thereafter. It is therefore important that you ask your Booking Agent to explain to you what type of fare best suits you and the corresponding regulations of the selected fare.
Overbookings
An awkward problem of air travel today concerns the so-called 'no-show' passengers. This refers to correctly-booked passengers on a particular flight who fail to check-in. ‘No-shows’ make life uncomfortable and expensive for the entire travelling public.
More often than not, that flight will depart with at least some empty seats. Worse still, ‘no-shows’ block seats which other potential travellers will have needed. This situation leads to higher operating costs for an airline and possibly to higher fares for you as a passenger in the future, a most undesirable result.
There is an all-out industry drive to find a permanent solution to this problem. In the meantime, airlines try to reduce its effects to a minimum. The best interim solution to date is to call upon the phenomenon of overbooking the flight, in an attempt at matching the available seats on the aircraft with the actual number of passengers.
By this means we do not dispute the inconvenience occasionally caused to individual passengers, which we very much regret, but rather it is an explanation of an immense and world-wide problem.
Should you face this situation, our Denied Boarding procedures will operate and be set in motion by our Passenger Handling Department at the airport. Click here to view Air Malta's Denied Boarding Compensation (DBC) Notice.
Delays
Unfortunately, no airline is exempted from experiencing a flight delay from time to time. This may be caused by a wide variety of reasons, including technical, operational, and Air Traffic Control restrictions.
During a delay, it is not always possible to determine the exact duration of the delay from beforehand. Air Malta's paramount concern is always that of ensuring the safety, comfort and well-being of our passengers and crew. We will never give the go-ahead for an aircraft to depart unless we are completely satisfied and assured that the aircraft's airworthiness has been checked and re-checked several times over.
Click here to view Air Malta’s Delay Notice.
Schedule Changes
Please note that Air Malta operates several routes on a schedule basis, which include a stop-over point. It is important that at the time of making your reservation, you ask your booking agent for the full details of your chosen itinerary.
Regrettably, due to operational reasons beyond our control, we are occasionally faced with a situation that obliges us to alter a flight's timing or to include a previously unplanned stop-over point. Whenever this occurs, your booking agent will be notified.
We point out that when you purchase a ticket from us, it documents the contract between a passenger and the airline. In this context, it is thoroughly advisable to read the conditions of carriage.
A full copy of Air Malta's Conditions Of Carriage may be viewed at any Air Malta Sales office or by clicking here.