Air Malta today clarified the offers issued on the 14th of April after feedback received from customers. The airline reiterated that the offers below are of an optional nature in order to reaffirm its commitment towards its loyal customers. The options offered do not replace, but are an alternative to a cash refund, and are intended to ensure the ongoing partnership that protects its customers who had their flights cancelled due to Covid-19 and cannot benefit from an immediate re-routing, whilst ensuring the short-term financial stability and operation of all the stakeholders in the travel distribution chain.
The options offer more flexibility and value to customers in the form of travel vouchers that range from future credits to an extra 30% Travel Voucher of the value of the fare purchased.
Option 1: Ready to ‘Book your trip’ – if you currently know when and where you want to go.
The ‘Book Your Trip’ option, allows customers to change their destination and choose a new date within 12 months from the date of the original flight free of charge. In addition, a Eur20 Travel Voucher for each flight and passenger booked will be offered to all those that choose this option. This Travel Voucher is valid for 12 months from the date of issue on any Air Malta operated flight. It is fully transferable and non-refundable. Should the flight selected not be available due to the ongoing effects of COVID19, then the booking can be extended at no charge to a later date.
Option 2: ‘Save your trip’ – if you don’t currently know when and where you want to go.
The ‘Save your trip’ option will offer customers an additional 30% of the value of the original fare price (excluding taxes and fees). These Travel Vouchers are valid for 12 months from the date of issue on any Air Malta operated flight. These are fully transferable and nonrefundable. If the COVID19 effects would still be prevalent after 12 months, then the voucher would be extended a further 6 months.
Option 3: Decide on your ‘Trip Later’ – if you are not sure you are going to travel in the future.
The Travel Voucher with this option is valid for 12 months from the date of issue on any Air Malta operated flight. It is non-transferable and fully refundable. If not used, you can apply for a refund of the Travel Voucher in the last month of its validity. If the COVID19 effects would still be prevalent after 12 months, then the voucher would be extended a further 6 months.
This temporary optional industry solution of flexible vouchers with consumer protections included would facilitate liquidity across the entire air travel industry including the travel agents. It is intended to protect industry jobs, standardise customer expectations and restore consumer confidence.
More information and links to apply for any of these options is available here: www.airmalta.com/information/keep-your-trip-for-the-future
Following the receipt of these online forms, customers will be contacted and sent their Travel Vouchers.
Air Malta is ensuring to offer the best options for its customers during these extraordinary circumstances. It wishes to thank all its clients for their loyalty and continuous support during these difficult times.