Air Malta has reiterated its commitment to honour all passenger claims for refunds, rebooking or vouchers, saying that, to date, it has received over 40,000 such requests.
“Air Malta confirms its full commitment towards its customers and reiterates its promise to honour all requested refunds and process any of the three voucher options selected by customers that can be used on future flights,” it said in a statement.
The national air carrier said the closure of most airports, and the consequential sudden stop of the bulk of ticket sales revenue, was not a scenario the aviation industry in general ever envisaged. Like many other airlines, it offered refund options to ensure the sustainability of all stakeholders in the travel distribution chain and facilitate the requests of customers.
The airline cancelled over 5,000 flights, affecting over 500,000 passengers, and it said the number might increase as it “restructures its network going forward”.
So far, Air Malta has received over 40,000 requests for refund, rebooking or applications for one of the voucher options offered to its customers. As time passes and the network takes shape, it expects many new requests to be made.
“It is indeed an unprecedented situation, and the airline has mobilised a large number of additional resources from across the company to process these requests. Air Malta understands the concerns of the customers with delays in getting replies, however, unfortunately, it is difficult to reply in a timely manner.
“For transparency and to set the right expectations, the airline has, however, committed to clear the backlog of requests by the end of October. Although it is taking longer than it normally would, the airline remains committed to honour each request”, it said, thanking customers for their patience, understanding and continuous support.
The new flight schedule starting on 1st July will offer more people the opportunity to fly, Air Malta said.
Main Image:
