Handling of luggage complaint (1)

I am a frequent visitor to Malta, so it was with interest that I read the letters from Dr Mario Tabone-Vassallo and the reply from Mr Robby Borg at British Jet (The Sunday Times, September 17).

My experience of customer service from this company has been similar to Dr Tabone-Vassallo's and that of other correspondents. I booked two seats on a flight with British Jet earlier this year which were subsequently cancelled by the airline less than seven days before the flight.

The reason? They had overbooked the flight. I was not happy and had to cancel my trip as no other flights were available at short notice. Several weeks went by and I hadn't even had the cost of my tickets refunded. My telephone calls weren't returned, my e-mails went unanswered and they didn't respond to two letters sent by registered mail to both their UK addresses.

Luckily I had paid using my credit card and after a call to my bank they refunded the cost of the flights within a few days. I had still heard nothing from British Jet despite regular phone calls and e-mails. While I was chasing British Jet for my refund I took advice from various bodies in the UK. I was told that British Jet is not an airline, it is a tour operator. This may not mean much, but it does mean that they do not have to honour the compensation arrangements that are in place across Europe for cancelled flights.

The level of protection, and in British Jet's case, customer service, fall far short of what can be expected from a "proper" airline. British Jet is a member of ABTA, this may sound good, but ABTA is a trade organisation and its primary purpose is to act for its members - i.e. British Jet.

No wonder Mr Borg is keen to quote EU regulations. He can ignore the ones that are designed to ensure that the traveller gets a good service. So in future, when the subject of low-cost airlines is discussed, it must be remembered that British Jet is operating charter flights. I wouldn't however, describe British Jet as low-cost. When I book a flight I aim to get the best value for money and for my last ten flights to Malta this has been British Jet - 1, British Airways - 2, Air Malta - 7.