Air Malta refers to the letter ‘Untrained or just stupidly insensitive’ (1 February).

We have thoroughly investigated the matter and listened to the telephone conversation to verify what exactly was said.

We confirm that the agent never said or in any way indicated that the customer requires the written agreement from the person who passed away to transfer the ticket.

The agent offered a full refund of the ticket when the customer fills in the appropriate form and attaches the death certificate.

The request for a written consent for a name change is only requested in normal circumstances and this was explained to the caller. It was made very clear that in this case a name change cannot be done and a full refund would be given.

This was clearly understood by the caller.

We have been in touch with the customer directly in order to discuss the matter and clarify any misunderstanding.