I would like to bring to the attention of your readers the fact that I filed a complaint via email with customer care at Air Malta on 24 November. On that same day, I also sent my complaint by registered mail – which I later confirmed had been received by Air Malta. 

On 25 November, I received an acknowledgment via email signed by a certain Daniel Genius – a customer care representative – informing me that Air Malta would look into my complaint and get back to me as soon as possible.

Eventually I sent a reminder on 30 November, another one on 7 January and yet another on 26 January (three reminders in all) and yet to date, nearly two-and-a-half weeks from the last reminder and two-and-a-half months from the first complaint, no reply has been forthcoming from what is supposed to be the epitome of customer care and client well being, ie Air Malta.

Is this the right way for Air Malta to treat its customers? Is Air Malta so much in the wrong in this case that it does not even bother to reply? Or is it that they cannot afford to? Is this the disgusting and disgraceful way Air Malta chooses to treat its customers? Well, with sky-high prices and this level of customer care, it is really little wonder if would be customers fly away from them in droves.

All this seems to be a perfect case study of ‘customer care at its best’ (or should I say ‘worst’) and by none other than our supposedly national airline. Air Malta’s reputation is deteriorating rapidly and with the type of ‘customer care’ it apparently embraces, it is not surprising that prospective clients search for better deals with other airlines that give customer care and client well being the importance it deserves.

Rita Bonello

NAXXAR