Theft from luggage

Air Malta refers to the letter entitled Pinpoint Theft From A Passenger's Luggage by Jo Williams (November 18).

From the outset, while thanking Mrs Williams for having taken the time to put her thoughts to paper, please allow us to express our sincere apologies for any inconvenience caused to her.

The miscommunication with Mrs Williams arose as a result of an operational and technical issue with our general customer care e-mail address and not because "Air Malta Customer Care refuses to have any dealings with her". In view of this we have investigated this incident together with our IT systems provider and have put in place a better arrangement to handle customer care e-mail queries.

This explanation is not an excuse for the inconvenience to which the client was subjected, but an explanation of what caused this problem and Air Malta's endeavours to minimise the inconvenience in future.

While we are sorry to note the difficulties Mrs Williams may have faced, it is pertinent to point out that she did not follow the airline's Conditions of Carriage which state that valuable items are not to be included as checked-in baggage and that the airline is not liable in such cases.

In issuing these conditions Air Malta and other airlines are guided by terms and conditions of the International Air Transport Association (IATA), which are respected world-wide. Extracts of the conditions of carriage are printed on each ticket while the full version of the conditions of carriage can be accessed from the airline's website www.airmalta.com.

Unlike other airlines, Air Malta engages police officers to supervise the handling of its luggage at its own expense. On its part, Malta International Airport has also installed a sophisticated surveillance system which is also monitored by its security personnel on a 24-hour basis. Air Malta and its ground handling department, which not only offers baggage services to the airline but also to other airlines operating from Malta International Airport, makes every effort to ensure the safe and secure transportation of baggage.

Air Malta has always sought to maintain the highest level of customer service and will continue with its endeavours to maintain our high standard. We, once again, express our apologies for any inconvenience caused to our client.

For the record we have been personally in contact with this client and are in the process of resolving the matter to the satisfaction of both.