I refer to the letter by Brian Tortell, head of Air Malta's PR and marketing department, carried in this issue (see page 16).

"The Sunday Times' high standards" is one issue Mr Tortell is right about and I am proud of having been a regular weekly columnist for such a "high standards" newspaper since September 1992. However, rather than focus on and deal with the issue involved, Mr Tortell chose to adopt a condescending stance highlighting his erroneous assumption on my alleged ignorance, with personal comments like a "glaring lack of knowledge...".

Considering that he is responsible for public relations, I think Mr Tortell's style is not conducive to good PR. Moreover, purely for information point of view, he may wish to see my c.v. in my Website (www.muscatinglott.net).

Yes, I did work for an airline (British Airways) for 20 years. I was there, with Lord Colin Marshall at the helm, when BA was awarded the title "World's Favourite Airline". Moreover I am proud to be in possession of an "Award for Excellence", which Lord Colin Marshall personally presented to me, confirming that I was "recognised for making a significant contribution to British Airways" in my capacity as customer service duty manager.

This may come as a surprise to Mr Tortell. However, what comes as a bigger surprise and of great concern to me is to read that, in his opinion, my use of the words "safety", "sacrosanct" and "danger" borders on sensationalism. Yes I did use the first two words and I will re-iterate that, as far as airlines are concerned, "safety" is "sacrosanct".

The reference to "danger" was made by the consumer/complainant, Aldo Portelli, who instigated this case. He wrote: "No passenger should be made to endure uncomfortable, difficult and dangerous situations on a flight."

Now we know what Air Malta's PRO thinks of their customers' opinion and concern.

Safety is like a chain and, however long or short a chain may be, it is as strong as its weakest link. In this specific context, Mr Tortell focused on the links involving the manufacturing process of the aircraft. Fortunately these fall under the responsibility of the respective aircraft manufacturers and competent authorities involved, rather than Air Malta, and I am totally comfortable with this link of the chain.

The link I am concerned about is that which falls under Air Malta's responsibility with a particular focus on the aircraft's reclining seats. It is common knowledge that the seating configuration of a specific type of aircraft operated by various airlines is not necessarily the same. In simple layman's terms you can have two airlines operating the same aircraft model and the space between rows of seats varies from one airline to another.

Regarding space between seats, some airlines are generous and some are mean. Suffice it to say that, in this specific context, Air Malta is not one of the generous airlines. Mr Portelli's complaint, which I featured on October 17, highlights this issue.

Mr Portelli wrote that he and his wife asked for a window seat and they were surprised to discover that they had been assigned two seats (24 A and B) on the last row in the aircraft. These are non-reclining seats at the far end, near the toilets.

Mr Portelli aptly highlighted the restricted space between rows. This was made even worse when the passengers in front of them persisted in keeping their seats fully reclined throughout the flight. As Mr Portelli aptly put it: "Apart from being quite uncomfortable, there is the safety issue that has to be taken into account, as it is practically impossible to emerge from the row without resorting to some sort of an acrobatic exercise."

His parting shot was: "Can a paying passenger, who has abided by all regulations, having confirmed his flight and reported in time for check-in, refuse to accept seating arrangements that are most inferior to the rest?"

On Air Malta flights I often faced the problem regarding the seat in front of me, whereby the back can recline further down (i.e. closer to my face) than the back of the seat in front of the passenger sitting next to me. Indeed I noticed this syndrome (i.e. a variation on the extent to which individual seats recline) on various Air Malta flights. They should all be the same. Could this be linked to a lack of regular maintenance?

Another factor I have noticed on Air Malta flights is that the cabin crew members are not consistent in ensuring that all passengers adjust their seat in the upright position prior to take-off and landing. To be fair, the announcement is always made and generally they do ask all passengers to do so.

However, I have travelled on Air Malta flights when they did not. Indeed, on my last flight with Air Malta I had to ask the passenger in front of me to put the back of his seat in the upright position prior to landing.

As I did on October 17, evidently without success, I must yet again appeal to Air Malta to take a serious look into this safety issue. Mr Portelli wrote: "I reiterate that with reclining front seats it is practically impossible to leave one's seat, on the last row, under normal circumstances. In an emergency, God forbid, passengers will be trapped."

I would also suggest that Air Malta adopt a policy to keep the rear seats, as illustrated in our October 17 cartoon, vacant only to be used by cabin crew during take-off and landing.

I have no doubt they would then ensure that the passengers seated in front of them adjust their seats in the upright position.