On the night of January 3, my wife and I flew back from Heathrow to Malta on flight KM103. This flight was late, as it generally is, and the boarding, now at a distant gate 22 was chaotic instead of the normally orderly affair. The plane eventually became airborne and we were then told that there would be no meal.

Considering that most passengers like ourselves would have only had a light lunch and would not get home until about 2am (baggage recovery was very slow), we think it very inconsiderate of the airline not to have notified passengers at check-in or by announcement that there was no service so that we could have eaten at Heathrow.

We bought our tickets on the assumption of a meal, and had already booked future flights, but there was no suggestion of any compensation by way of say a voucher or rebate. A tiny roll and bottle of water, no cup, is really an insult.

I attempted to have a complaint forwarded by cabin crew but was told we would have to speak to someone else – which we tried to do. We went to Air Malta’s head office on Tuesday morning but were told that no member of the management or customer care or Flypass would speak to us and that the only contact for complaints was an e-mail for customer care. Later I tried to phone them at 4.30pm and was told that the switchboard had closed down.

Today I did get a not very useful printout from Flypass. I can spend time checking this, but it does not tell me what I can do now.

We have been using Air Malta regularly since 1989, and have noticed with regret the gradual decline in the previous generous and friendly treatment of passengers. The books have to be balanced, and no doubt the heavy staffing, both on the ground and in the air, will be addressed, but Air Malta is the national airline and for many the first experience of the country.

If we want to attract more upmarket tourists and residents, can the airline be a bit more user-friendly? Malta International Airport is doing its bit.