The national airline is failing to pay out refunds within a reasonable time
When will Air Malta customers finally receive their refunds?
The national airline is offering a so-called ‘Go Safe’ fare and promises refunds if customers have to cancel.
In fact, the only safe thing about this fare is a guaranteed loss of 20 to 30 per cent* and an endless wait for having the money back.
In my first report on the matter, six weeks ago, I quoted Air Malta clients saying the customer care was “unavailable”, “incompetent” and “arrogant”.
An industry source told me in October that the national airline’s failure and attitude were able to damage the country’s reputation.
The airline has communicated higher processing times whenever one asked them: 30, 40, 60 or 65 working days. Now Air Malta is saying it takes 4 months.
If you have to cancel your December flights for whatever reason, you won’t have back what’s left of your money before Easter.
Air Malta doesn’t even bother anymore to reply to journalists’ questions on this matter, let alone customers asking about the status of their refund on Facebook.
What is the issue with telling your customers what’s actually going wrong, Air Malta?
Did you introduce this fare without having enough staff to handle the refunds?
Have you failed to hire more staff for doing so?
Would you even be financially able to pay out the refunds more quickly?
Why is your customer care still blaming the pandemic for your airline’s very own shortcomings?
Have you realised that Corona has been around for almost two years?
Who at Air Malta is responsible for all this mess?
And most importantly: when do these people who trusted your ‘Go Safe’ fare finally receive their refunds?
* the loss of 20-30% after deduction of various administration fees was calculated based on ten typical travel scenarios
