Meeting tourism's challenges

We refer to the letter by Mary Fisher in connection with the state of the Maltese tourism industry. Naturally, the Malta Tourism Authority appreciates and generally shares Ms Fisher's concerns. Although there is still much that has to be done in order to ensure that as a destination we deliver what we promise the international traveller there are many positive elements which we can build on.

As the authority has been saying since it was established in 1999, the key to success in this industry is the joint ownership by all those who have a stake in it. Today's MTA annual conference will enable us to present our proposals to all tourism stakeholders and to provide a platform from where all those who have this industry at heart can share their views on the future of Maltese tourism.

With regards to the hotel property which her friends referred to in the letter to The Times, we would like to say that the Malta Tourism Authority's enforcement directorate, which is responsible for monitoring standards and enforcing regulations related to tourism operations, had investigated the case, which is now pending judgment in court. On this subject, it is relevant to mention that the investigative techniques which are utilised by our enforcement officers cannot be divulged for obvious reasons. Suffice it to say, however, that the MTA has fined or taken legal action against more than 120 operators over the past year.

With regard to complaints by visitors, the MTA's customer service unit receives these directly and through its tourist information centres (including one at Malta International Airport). It also follows up the investigation of these complaints by its enforcement directorate or, where these fall outside the MTA's remit, by the relevant authorities. Moreover, the MTA has been conducting visitor profile surveys since 1995, in which visitors are, among others, encouraged to express their views about their Malta experience. This information is subsequently utilised by MTA and divulged to its public and private sector partners.

Finally, we would like to thank Ms Fisher for her kind wishes in relation to today's conference and to inform her that she and other readers will be able to download the presentations given during the conference from our corporate website: www.mta.com.mt.

(A copy of her letter to The Times was sent by Ms Fisher herself to the Malta Tourism Authority.)