Refund from Air Malta

My wife and I were booked to visit Malta from June 19 to August 4. Unfortunately, my wife was hospitalised and needed a life-saving operation and consequently we had to cancel our visit.

On May 27, I contacted Air Malta in London and explained the situation and asked if I could cancel our tickets and get a refund. A member of staff explained that the airline could only refund the taxes and any surcharges, less a €25 administration fee. I agreed with all of this and the cancellation was done and I was told that I would receive a refund in due course.

The total fare for each person was £85.10 of which £24 was the actual fare. Therefore I was expecting a refund of £122.20, less £20 administration fee leaving a balance of £102. On June 11, a credit of £82.20 from Air Malta appeared on my account, a shortfall of £20. I again contacted Air Malta in London and was informed that I had to contact customer care in Malta (thus having to make an overseas call). Twice I tried to contact Air Malta customer care offices in Malta but nobody bothered to pick up the phone after having waited for 25 minutes and 15 minutes respectively.

On June 17, I decided to send Air Malta an e-mail. I promptly received an automated e-mail telling me that my letter had been forwarded to the relevant department. Almost nine weeks later I still have not received any communication from Air Malta.