Several complaints are being uploaded on social media platforms with regard to reimbursement of flight tickets bought prior to the COVID-19 pandemic. Most are targeting Air Malta and its lack of communication when refunds are requested by its customers for flights booked pre-outbreak. On the 16th of April Air Malta had issued a press statement instructing its customers on the process of recouping expenses, either through monetary refunds or through travel vouchers to be availed later on in the year.
According to reports in the local media PL MEP Alfred Sant has also, with regard to this issue submitted a parliamentary question asking the European Commission about action taken to safeguard the contractual rights of passengers with regard to the unnecessary delay in flight ticket refunds. Sant also asked the European Commission to indicate if there were any ongoing investigations on the matter and whether it was ready to make the results of such investigations public.
An EU regulation states that, in the case of flight cancellations, passengers should be offered the choice between the refund of the full cost of the ticket or re-routing to their final destination. The EU is the only area in the world where citizens are protected by a full set of passenger rights regardless of their chosen mode of transport.