• Air passengers are entitled to financial compensation when flights are delayed by over three hours, cancelled or overbooked.
• Airlines are exempted from paying compensation when the reason for the delay or cancellation is an extraordinary circumstance.
• Delays or cancellations due to technical faults are not considered to be extraordinary circumstances.
• Airlines are obliged to provide care and assistance when passengers are stranded at the airport.
• When a flight is delayed by more than five hours, air passengers may opt to cancel their flight and request a refund of the ticket.
Malta Competition and Consumer Affairs Authority
Office for Consumer Affairs
Mizzi House,
National Road,
Blata l-Bajda
HMR 9010
Freephone: 8007 4400
Tel: 2395 2000
Enquiries: info@mccaa.org.mt
Consumer complaints: fair.trading@mccaa.org.mt
Website: www.mccaa.org.mt
MCCAA office hours for the public:
Monday, Tuesday, Thursday and Friday from 8.30am to 12.30pm
Wednesday from 8.30am to 4pm
European Consumer Centre Malta
(For complaints against traders in other EU states)
47A, South Street,
Valletta.
VLT 1101
Monday to Friday from 8.30am to 3pm.
Tel: 2122 1901
E-mail: ecc.malta@gov.mt