Monday, 11 September, approximately 8.30am. I call Air Malta’s sales office at Malta International Airport. I am looking into flying to Budapest. I have already found excellent rates with Alitalia but would like to support our shaky national airline so decide to enquire until when Air Malta flies there.

The female who answers me barely listens to my request before telling me she will put me through to someone else. I listen to classical music for five minutes before hanging up and redialling. I politely explain to the same person that nobody has taken my call and she rudely tells me that I must call another number because she has only put me through to an extension – or something of the sort, as I don’t quite follow her reasoning. When I say that the least she can do is apologise for my having waited uselessly, she just tells me she can’t keep the line busy and hangs up.

Dr Gatt, Mr Capello, Air Malta, my heart aches for you in your quest to save our national airline. No wonder we shake in our shoes at the thought of foreign competition, to whom customer care really means just that. This is not the first time I have had occasion to complain about the service given by Air Malta and I have never received even a mere acknowledgement of my emails. I sincerely trust that someone who cares that a lone passenger like me might be echoing the views of many will make the effort to contact me and tackle the issue.

Louise Calleja

Sliema