Air Malta

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 181 reviews
5/10
3 star Skytrax Rating
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1/10

"Worst airline experience ever"

(United States)

Trip Verified | Worst airline experience ever. I booked a round trip flight with Air Malta in September. It was the worst experience I've ever had with any airline. My flight into Rome was delayed. I arrived at the gate to depart for Malta and the plane was still there. The doors were closed, however, and the representatives at the gate and they would not let me board. Fair enough as the doors were closed. Unacceptably, however, they offered zero assistance and ignored me. They did not "all but" ignore me. They ignored me. The woman literally grabbed her purse and walked away without offering any help. I went to the counter back at check in and the woman there said she could only help with luggage issues, not tickets. She said I'd have to wait for the next attendant to arrive at 9 pm that night (it was mid-morning). I booked a flight on ITA and got to Malta. I tried multiple times to contact the airline but no one ever answered their phone. I sat on hold forever. The concierge at my hotel also tried to call but likewise had no success, just sat on hold. The website, as others have noted, is useless and would not allow me to even access my reservation (it also would not allow me access before I departed the US after learning that my flight was going to be delayed, fwiw). When I arrived at the airport a few days later to return home, I was told my ticket had been cancelled. Not just the flight to Malta, but the entire round trip. They never sent me any notice: no email, no text, nothing, just "surprise" when I got to the airport. I was then billed almost 4 times what I originally paid for the exact same seat on the exact same flight! No apologies and no refund offered for the first part. Since that time, I have attempted numerous times to get a refund for part of what I paid. Nothing but a form response saying no without explanation. The website says flights cancelled more than 24 hours before will be refunded (mine was cancelled by them well outside that window) but they do not even acknowledge that this is their policy. But for the fact that I actually saw the airplanes and they did get me from Malta back to Rome, I'd say it is a giant scam. Worst customer service ever seems inappropriate because, per above, I do not think they actually offer any customer service, just a dead-end telephone number, a dead-end email address that send form responses, and a dead-end website that you can't actually access after making payment.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMalta to Rome
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Avoid this airline at all cost"

(Israel)

Trip Verified | In October 2023, I was supposed to fly from Malta to Tel Aviv, but the airline cancelled the flight due to the Israel-Hamas war. Consequently, I had to extend my stay in the hotel by two nights, book a different and more expensive flight with Air Malta to Larnaca, Cyprus, and take another flight back to Israel from there with a different airline. The two additional nights in the hotel, the fare difference between the original and new flight and the additional flight back to Israel cost me nearly EUR 1,000. Not only that, when I booked the new flight to Larnaca, I requested 2 additional check-in bags similar to the original flight that was cancelled. I was told each bag would be EUR 40 each. Only after booking the new flight, I was told that in fact the ticket they sold me was operated by a different airline (Emirates), and that I can only pay for the additional baggage at the airport before the flight. Imagine my shock when checking in at the airport, Emirates charged me EUR 237 per additional bag!! I was told the EUR 40 per bag was not correct. I was left with no alternative but to pay the outrageous extra cost or leave my luggage behind. I contacted Air Malta several times via email, they never responded. Avoid this airline at all cost!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMalta to Larnaca
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"months of chasing we still don’t have the refund"

(United Kingdom)

Not Verified | 01-Sep-2023 flight from UK to Malta delayed 2 hours. Impact got to accommodation 2am. 02-Sep-2023 flight from UK to Malta delayed 3 hours. Impact missed seeing family in Malta before connecting flight departed. 02-Sep-2023 flight from Malta to Palermo delayed 4 hours. Impact car rental closed. Arrived at accommodation 3am. Having to pay 40 EUR for taxis. Claiming under EU 261. 10-Sep-2023 flight from Malta to UK. They have removed my wife from the booking because she flew a day early on 01-Sep-2023 and claimed she was a no show on the original flight on 02–Sep-2023. We requested her to be re-added to the flight. We were promised a call back within 1 hour. We never got a call back and have been unable to get through on the phone all day. Impact we had to book a new flight with EasyJet costing 550 EUR. The flight is departing at 2:30am so we won’t get any sleep. We cancelled 2x flights in June for future trips and we are eligible for 50% refund. After months of chasing we still don’t have the refund. We are questioning Air Malta’s solvency at the moment and we won’t be booking any future flights for fear of Air Malta going bankrupt along with the incredibly poor, stressful and expensive experience.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMalta to Gatwick
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"crew were friendly and welcoming"

(Portugal)

Not Verified | All flights were on time and comfortable. Cabin crew were friendly and welcoming. On board snacks to buy were good value. Seat pitch good average. Last year we few with this company from Madrid to Malta and return. Both flights very good.
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLisbon to Catania via Malta
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"the experience was not good"

(United Kingdom)

Trip Verified |  Overall, the experience was not good. The outbound flight from LHR to MLA was delayed 2 hours and the return segment was delayed 1 hour on the screen but in reality we arrived back 1.5 hours late. Very limited information re delay and no real apology for it. On both legs I paid for and selected seats at the time of booking and on checking in found that we had been moved 10 rows back on both legs, there was no prior notification of this and no apology. I don't know why I paid to select specific seats at the time of booking if I was not provided these. Overall not a great experience. Other family members also travelled to Malta at the same time to join our holiday and flew on EasyJet and Ryanair, their flights were on time and they received the seats they paid for. My reason for selecting Air Malta was the convivence of flying from LHR which is much closer to me, in reality with the delay I could have travelled on public transport from Gatwick and been home at the same time by travelling on a so called "low cost carrier" with what it would seem is a much better overall experience. Onboard the service was fine and the cabin was fine my disappointment was only in relation to above. The fare I would describe as reasonable because I booked 7 months in advance so on par with other carriers.
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMalta to London Heathrow
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"my bag was confiscated"

(Austria)

Trip Verified | At the check-in in Vienna the clerk called Air Malta to check if I could travel with my sailing life jacket which contains a 22g CO2 cartridge. He confirmed that Air Malta granted permission for this. I then asked the check-in clerk to confirm with the captain that this was ok. He came back to me say that the captain had given his permission. I flew to Malta and my bag was not on the conveyor on arrival. I found out two days later by sending my wife to Vienna Airport that security in Vienna found the CO2 cartridge and asked Air Malta if they can release it. Air Malta declined and my bag was confiscated. My wife managed to access the bag, and after removing my life jacket the bag was flown to Malta. Not only did Air Malta not honour their agreement to carry my bag, but they did not inform me of what had happened. To make things worse, after trying more than 30 times - all day in fact - to call Air Malta I did not succeed in getting any information. I was never informed as to what had happened. Without sending someone to Vienna airport at great inconvenience I would never have known what happened to my Bag.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteVienna to Malta
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"we are entitled to compensation"

(Italy)

Not Verified | The flight we took was initially delayed twice, and then cancelled afterwards, making us lose the second flight from Amsterdam to New York. Therefore, as per EU regulation, we are entitled to compensation (600 euros each for two people), which they acknowledge. After having sent the bank wire details on the 17th of April, regardless the several call occurred, they still did not complete the payment without providing any kind of reason for the delay. At this point, after all this time, seems clear that their decision is not to pay at all and to wait until they will become a new entity (as has been announced over the media).
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMalta to Amsterdam
Date FlownMarch 2023
Ground Service 12345
Value For Money 12345
no
4/10

"extra legroom reservation was not respected"

(Switzerland)

Trip Verified | Aircraft changes are normal these days. Flight experience ok, nothing to say against it. Industry standard seat pitch, inflight food and drinks. Very good fare. But my emergency extra legroom reservation was not respected, only the seat number. I was asked if I have reserved 13D, but they did not mention that this is no emergency row anymore. So losing three of my points. Beside the badly trained check-in staff, I do not understand why an airline with one airplane type is giving to some few planes other row numbers for emergency rows, when selling them for higher fees.
AircraftA320 Neo
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMalta to Zurich
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"save your time and money"

(Austria)

Not Verified | Worst flying experience ever. We have to wait 17 hours to get back home. We sleep on floors but then security comes and tells us we’re not even allowed to sit on the floor. They want us to stand for 17 hours? On the flight from Vienna to Malta we weren’t even offered drinks and I don’t mean free drinks but not even an option that we could buy them. If you want to travel with Air Malta don’t do it. Save your time, money and everything. If you still want to go beware that you going to end up in trouble.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMalta to Vienna
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Same baggage chaos coming back"

(United Kingdom)

Not Verified | Chaotic boarding because of all hand luggage that clearly exceeded allowances. Overpriced, poor quality onboard food and drink (€3.50 for cheap instant coffee). Nearly an hour before they deplaned and another hour for baggage. No real baggage drop, inadequate check-in desks at MLA and very slow. Seat change just to satisfy late check in's and put me in an exit row despite telling them I had medical conditions that should exclude me. They used the old 'late aircraft change ' excuse. Air Malta have a common seating plan throughout the fleet, making seat changes unnecessary in the event of an aircraft change. Same baggage chaos coming back. All that lost revenue from hold baggage charges that could be levied! Ground staff and cabin crew need customer service training.
AircraftA320Neo
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon Gatwick to Malta
Date FlownFebruary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no