Complaints investigation policy

I refer to the letter by Tony Caruana (July 6).

Air Malta regrets to state that contrary to Mr Caruana's claims we acknowledged his e-mail sent on Sunday, May 21 (to our general e-mail info@airmalta.com.mt), the following day, on May 22 at 9.29 a.m. After investigating his claim, a comprehensive and explanatory reply was sent to him on Wednesday, June 14 at 10.04 a.m.

It is Air Malta's policy to reply on the same medium we receive claims on. Since Mr Caruana's complaint was received by e-mail, we have replied twice to the same e-mail address as we received it from him. Air Malta did not receive any sort of undeliverable, error, or rejection message from Mr Caruana's e-mail account.

Since we don't hold Mr Caruana's postal mailing address, through The Times, we have forwarded a copy of the e-mails sent to him.

On another point, a cursory look at our website confirms that our customer care unit can be contacted by postal mail at Customer Care Department, Head Office, Luqa LQA 05, via e-mail at Customer.Care@airmalta.com.mt , by telephone on 2299 9209, on fax 2299 9210, by sending an electronic form found on our website, or by filling in comment cards found on all Air Malta aircraft - a far cry from Mr Caruana's claims that "They do not have a direct e-mail address for local clients on their website" and "Why does the office not list its direct telephone number?"

More information on how to contact Air Malta's customer care is available at the passenger information section on the airline's website www.airmalta.com.