Air Malta refers to the letter entitled ‘Two-and-a-half months and still no reply from Air Malta customer care’ by Ms Rita Bonello (TMIS, 16 February).
From the outset, while thanking Ms Bonello for having taken the time to put her thoughts on paper, please allow us to express our sincere apologies for the delay in replying to her.
As a matter of fact, our customer care section replied on 12th February, a few days before the publication of the letter. This delay in replying is unjustifiable and we have taken note, such that replies are sent within an acceptable period.
Since the complaint referred to the time of closure of our check-in, we take the opportunity to remind our clients that, as part of the airline’s commitment to improve customer service and flight on time performance, the airline introduced changes to the check-in process from Malta International Airport and at the various airports throughout its network.
As from 27th October of last year, Air Malta changed the check-in closure times for flights departing from Malta and various overseas airports. Passengers were advised that check-in counters at airports close 45 minutes prior the scheduled time of departure. These new timings apply for both Club and Economy Class passengers. Moreover Club Class passengers with hand luggage only can still check in up to 30 minutes before the scheduled time of departure.
Check-in of both Club and Economy class passengers travelling to/from Tripoli, Benghazi, Algiers and Tel Aviv close 60 minutes prior to the scheduled time of departure.
Check-in counters at all airports continue to open at least two hours before the schedule time of departure.
These changes have been communicated through a press statement issued on 4 October 2013 and are also reflected on the airline’s website www.airmalta.com and on the electronic ticket receipt.
These changes were implemented with the aim of improving customer service, aircraft turnaround times and the airline’s On Time Performance (OTP).
The airline is taking its OTP very seriously and it has carried out extensive research on the causes of delays. Various initiatives, including the change of check-in times, have contributed to drive an improvement in our OTP.
Last summer (April-October 2013) 84% of our flights have departed within 15 minutes of their scheduled time of departure – an improvement of five per cent over the same period the year before (SU’12: 79%). This positive trend has continued in November and December 2013. During November we improved our on-time departures from Malta by seven per cent to 91% (November 12: 84%), while in December an improvement of eight per cent was registered to 87% (Dectaxpayer ember12: 79%).
Stephen Gauci
Head Corporate Communications