Air Malta has bowed to customer pressure and scrapped its recently introduced €10 charge for providing in-flight meals suitable for special dietary requirements.

With immediate effect customers travelling on any class of ticket can book special meals free of charge

Since October 27 when it introduced its new fare structure, Air Malta had been charging passengers who booked special offer or saver economy tickets an extra €10 for a ‘special’ in-flight meal. This charge was applied to meals which met medical, religious or vegetarian/vegan requirements.

But customer complaints have forced the national carrier to rethink the strategy. The Times published a letter last Wednesday from an irate passenger from Scotland, who wrote that she only found out about the charge when she called on November 11 to request a vegetarian meal on a Christmas Day flight.

“Surely charging only customers who do not eat meat due to ethical/religious views or medical reasons is discriminatory... A lot is said of Ryanair but even they have steered clear of such a dodgy tactic,” she wrote.

The Sunday Times contacted Air Malta about the charge last Friday and a spokesman replied: “Following feedback received from clients Air Malta will not implement any charges for special meals. With immediate effect customers travelling on any class of ticket purchased can book special meals free of charge.”

The spokesman also confirmed that all passengers who had already paid the charge were entitled to a refund.

‘Special’ in-flight meals can be ordered by calling the Air Malta International Call Centre, Air Malta sales offices, or through the travel agent that facilitated the booking. The airline recommends that passengers request a special meal when making their booking as such a meal cannot be guaranteed if first requested at check-in.

The special meal charge was part of a range of changes Air Malta recently introduced.

“The idea of the new fare organisation is to have a transparent structure whereby our customers would know the benefits they are entitled to when buying different types of fares,” the Air Malta spokesman said.

The changes included splitting up fares into five categories with specific conditions and benefits attached: special offers, saver (economy), flexi (economy), leisure club and standard club.

They followed the much-criticised introduction on September 27 of a €10 charge when booking online through www.airmalta.com, and €15 charge (up from €5) when booking through the Air Malta call centre or its sales outlets.

The national carrier is facing up to a painful restructuring process as it attempts to make big savings and reverse long-term losses, with a loss of €30 million forecast for the current financial year.

pcooke@timesofmalta.com