Editorial

The tourism season is now in its peak and, thus, any unacceptable behaviour by operators providing services to tourists is likely to be very damaging indeed. The incident involving a Spanish tourist and a bus driver shows how much still needs to be done to ensure that visitors are treated with respect. It has rightly caused indignation among all those who appreciate the value of tourism for the country's economy.

In a nutshell, the incident involved an argument between a tourist and a bus driver after the visitor was short-changed when paying for her bus trip. Things turned nasty when the driver allegedly refused to give the right change to the tourist and resorted to violent language and intimidating action against her when she kept insisting on her rights.

The Public Transport Association that represents bus drivers apologised to the tourist involved. It also suspended the driver against whom the complaint was made. In addition, PTA chairman Victor Spiteri was reported saying that the association "was well aware of this driver's attitude". It has now started disciplinary action against the driver who is disputing the claims made by the tourist.

Of course this tourist - any tourist and any commuter, for that matter - was correct to demand that she be treated well when using public transport. She also had a right to continue with her holiday plans and report the incident to the competent authorities after returning to her country. Yet, one would have preferred to see action against the driver being taken more promptly, especially since he is evidently notorious for his attitude.

The damage caused to Malta's tourism industry by this incident is incalculable. Tourists expect to be treated in a most hospitable way and it is understandable that when incidents like this happen, the victims of such abuse resort to newspapers and to online travel forums.

The Parliamentary Secretary for Tourism, Mario de Marco, did the right thing when he publicly apologised to the Spanish tourist for this incident and offered her a free holiday in Malta. That will give her the opportunity to realise that that the majority of Maltese are indeed hospitable to tourists. Perhaps, the PTA can also make its own contribution to make amends.

It is a shame that a tourist that receives a shabby service from a rogue operator is referred from one office to another as if nobody is willing to assume responsibility. A way must be found to make it easy for such abuse to be nipped in the bud by directing tourists to contact a single point of reference when abusive incidents occur.

Equally important, the authorities must apply proper sanctions against anyone found guilty of abusing tourists. Such sanctions must not only reflect the seriousness of the crime committed but also be applied in a timely manner. Anyone suspected of abusing tourists should be suspended immediately by one's employer until the disciplinary process is concluded. This would prove management's commitment to curb any alleged abuse by its own employees immediately it becomes aware of any misconduct.

People who decide to choose Malta for their holidays deserve the Maltese people's traditional hospitality and not abused by rogues who should get nothing but scorn for their unacceptable behaviour.