I refer to the letter “Unhappy Experience” by ‘a disillusioned Italian student’ (TMID, 19 November). It is regretful that this student’s experiences in Malta were so negative. The majority of schools do try to offer their students a quality service. FELTOM member schools circulate initial questionnaires to students within the first few days of their stay, to ensure that any issues students may have are tackled immediately. In addition FELTOM schools are expected to operate a complaints procedure which documents how complaints are handled and any resulting action where appropriate.

With reference to the accommodation sector, the Malta Tourism Authority has a Quality Assurance Unit which investigates complaints. Standards of cleanliness have no bearing on the type or category of accommodation requested. Most schools cater for a wide range of student requirements. Typically the choice of accommodation types includes: 3*, 4*, and 5* hotels, host family accommodation and self-catering apartments. Complaints must be channelled to the appropriate quarters if they are to be resolved in a timely manner.

There are 50 licensed language schools in Malta and Gozo, and to suggest that all fail to provide a quality service is unfair and misleading. FELTOM strives to set and maintain standards within the EFL industry. The accreditation of its members is based on a rigorous inspection process which demands quality operating standards and procedures. The number of students returning for further courses is testament to the achievement of these standards. Further information about FELTOM and its member schools may be found at www.feltom.com .

Isabelle Pace Warrington

Executive Officer

FELTOM