Air Malta 

We were due to visit Malta in July 2021 this year but as they only allowed fully vaccinated people unfortunately we couldn't go. We had booked with cancellation which already cost 20 euros per person. Online cancellation is not possible and you have to call. Calling took 60 minutes. Then we were also told that the seats we paid for would not be returned and that a reduction per person per ticket of 15 euros per flight would be deducted. So in total 50 euros per person has not been refunded. Feels like a scam as this was not mentioned beforehand. Responding to emails also takes 1.5 weeks. So don't choose.

Terrible customer serviceand unclear policies. I had to cancel two one way flights from Malta to the UK because of their government policies on not accepting WHO approved vaccines administered in the UAE. I had made a 'flexible' booking which appears to have no flexibility given we are going to be charged not only a cancellation fee and tax, but for the additional luggage and seat selection we had paid for. This was unclear when booking and is absurd given we are not using the seats or luggage. The company took 12 days to respond to an email requesting the refund, at which stage we had already called to follow up. The timeline for refunds is 60 working days and the attitude of staff both by phone and email is extremely unhelpful. During our phone call they could not even confirm the amount to be refunded, we simply have to wait 60 working days to see what this amount will be.

Recently denied boarding due to a technical glitch in system. This was not my fault just unlucky I guess. My dad passed away last year and we planned to used the money he left us to fly business class. TBO it was not Air Malta fault either. They we just following maltase gov rules. Which should have allowed us to travel but were not implemented on the correct day. Air Maltas T&C meant they could have kept the upgrade money. But as a good will gesture have now refunded our money. Myself and my wife are really grateful for this. And hope to fly with you soon

Booking of a « Go Flex » flight (Seat sélection and bagage 23kg included) NOT confirmed by Airmalta. Customercare : 1hr5’ on hold with false information « Sorry, Sir, no booking « Go Flex »… » At the Airport, they don’t know the difference between Go Light and Go Flex… Airmalta, shame on you !

Nothing works with this airline. you cant change a flight online. flypass does not exist. when you call the service hotline you wait for an hour to then have calls just get interrupted. if its your best cheap option you can book it but if you are business stay away from them. will not book air malta again anytime soon. airline is a joke

Friend was denied boarding because of purposefully confusing covid rules and regulations. Do NOT use this airline.

Beware booking with this airline. I booked a fare which allowed for a refund less €10. I had to cancel due to COVID restrictions. First up you can’t cancel online. You must call them - in Malta, at international call rates. After 3 attempts holding for 20 minutes, I got through. Cancelling is OK but getting a refund involves the agent “requesting” a refund from another department. Despite what they advertise, you get no refund for baggage or seat bookings or “YRI tax”. They try to convince you the latter is a government tax (I asked twice if they were absolutely sure) but it is in fact their booking fee (it’s on the ticket confirmation). Finally, you get no confirmation of the cancellation and refund. I was told I could contact customer services and ask for one. Based on what I have read below, I don’t hold out much hope.

I didn't have a bad experience on board of any of their planes. Problem is their website and customer service. Their website has major bugs (for example Mastercard two factor identification is not supported). And Air Malta customer support is unbelievable clueless about these things. Even telling them "you should show this eMail to someone who understands payment systems" is useless they continue to reply like "LH credit card cannot be used on our system since that is part of the Star Alliance Airlines". So they do not accept money from a regular Mastercard because this card is branded Lufthansa? Strange idea ...
My recommendation: Book Air Malta flights through expedia, same price, better service ..

cancelled both my flights without reason,agreed my refund,nearly 5 weeks ago,wont pay,wont,reply to emails.worse than Ryanair,dont use this cowboy airline,going through a third party to reclaim my money,and compensation

Appalling customer service!
We made an error with our booking and ended up paying £160 for extra luggage. This was due to lack of clarity on the booking page. We realised a mistake had been made and immediately reported it to Air Malta. The response was basically “Tough luck, we don’t refund for baggage cancellations.”
Air Malta closed the case and now won’t respond to our messages.
I wrote a message from a different email address and different name, explaining the problem. The reply was: “With regard to your baggage issue, we agree that this can be misleading for our customers. Regrettably, we cannot determine the root of such an error from our end.”
Even after presenting this information, still no reply, refund or the offer of a credit note.
Air Malta must take responsibility for errors and correct the problems.

I don't understand how a company can be so poorly managed! They don't answer the phones, they take forever to answer emails. Every day they're 'unexpectedly busy' the website doesn't work. Logistical nightmare.

Totally untrustworthy company, treating clients disrespectfully, not offering compensations to cancelled flights nor answering any email or complaints. If you have an option never. Goose for air Malta!

Canceled a flight within 24 hours as per rules. They agreed to provide a refund but give you radio silence. 2 weeks on, still no refund or even confirmation they will refund. Businesses like this desire to go bust.

Appalling illegal and immoral service from Air Malta, they cancelled my flights last November 2020 for December 2020 and still refuse to refund me for the flights, can't call as telephone numbers have been removed from web site as has email address. I have emailed at least 10 times perviously when details where available and sometimes days or weeks later I get an automated reply from customer services (one reply took a month) and then nothing. Couldn't be bothered going legal but now that I have retired I have time to do the paperwork for the small claims court and what's more I will get legal costs against Air Malta for my solicitors time as well I have been informed by UK trading standards. Been to Malta over 20 times in last 15-20 years spent a lot of money and Maltese government should ensure the pathetic AirMalta doesn't tarnish a wonderful island by its arrogant refusal to obey EU law and refund in a timely manner.

Horrible service! They are keeping the money of all individuals who were banned from travelling due to the U.K. covid lockdown ... not even a partial refund or voucher offer. Ryanair and the most basic airlines are all offering Atleast a voucher so this is disgraceful especially because it was a lot of Maltese citizens who booked to see their family for Christmas. We all booked when it was legal to do so and your treatment of loyal customers is disgusting.

Feck you and your bul$hit advertising on youtube !!!i was trying to listen to a tune that reminds me of our past with a friend that's sadly passed away and your bul$hit adverts keeps popping up!! For that reason i will never visit Malta or recommend it to my family or friends !!!!!!

COMPAGNIA AEREA VERGOGNOSA!

Mi sono stati annullati 2 voli, ok, causa covid, ed ho richiesto il rimborso.

Ad oggi mi hanno rimborsato solo uno di questi (erano a distanza di due settimane l'uno)

Ho mandato numerose email.
Prima mi hanno scritto che avevano rimborsato entrambi, quando poi gli ho dimostrato che non è così, hanno smesso di rispondere.
Sto mandando email giorno per giorno e non rispondono. PIETOSI.

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WHAT A SHAME COMPANY!

They cancelled 2 flights, ok due to covid19, and I asked for the full refund.

Till today, they refunded me only one of them, these we 2 weeks different in date each other.

I sent numbers of emails.
They first wrote that they had already refunded, when I demonstrate that it was as they were saying, they stopped to reply me back.
I'm sending email everyday without a response, ridiculous.

Booking Reference GDMGIU
Palermo - Malta 16/11/2020 - flight KM 663
EURO 47.63

Do not believe that Go Safe is safe. It's not. I booked Go Safe expecting a €10 fee for cancelling. Oh no, how mistaken I was. When I cancelled all sorts of phantom charges appeared that were not on my ticket. Air Malta are are a pack of thieving con-merchants. Do not fly Air Malta. Pay a bit more and fly with someone else. Actually, pay a lot more and fly with someone else.

Booked a holiday September 2019 through Love Holidays to Malta for ay 2020. Obviously with Covid everything got cancelled. We have had refund for hotel and transfer from Love Holidays but are still waiting for flight money to be refunded. Air Malta will not communicate with us as booking was made via 3rd party. Love Holidays can't or won't do anything. Surely 7 months is long enough time to make the refund. I really don't know how these large companies can treat people like this. Had 2 other flights booked this year with other airlines which got cancelled and were refunded within days.

Still waiting for a refund for flights that should have taken off on 4th April everyone else I had booked to travel with in 2020 have managed to organise my refunds but not Air Malta.