In response to the letter from Karl Grech (Is Flypass Taking Customers For A Ride? - June 5) I can fully agree with his frustrations.

My wife and I are regular visitors to Malta and have notched up a large amount of Flypass points. Why cannot Air Malta allow points to be redeemed online when making a flight booking or even redeemed in hotels and retail outlets around this lovely island? I have spent many wasted days trying to redeem points only to find out - when I finally got through to a representative on the telephone - that the flights we wanted were not available.

It is also very frustrating that the Flypass team never responds to my e-mails either. If companies decide to have loyalty schemes, then they must have a system that's easy to use and is actually worth something. Why can't customers upgrade to Business on check in if there are seats available. I really do not feel like a loyal customer, considering some of the indignities I have suffered recently with Air Malta. Air Malta will lose two very valuable customers if they cannot sort out their Flypass system. If they cannot make their system user friendly there is no point staying loyal with such an airline when there are other, more competitive, airlines flying from the UK.

From my experience I can only assume the Air Malta Flypass is just a gimmick that tries to justify their expensive prices.