A few weeks ago, I filed a complaint with the national airline after they had lost one of my three cats on their way to Tripoli. My complaint was a genuine one where I claimed out-of-pocket expenses I incurred due to the negligence of Air Malta.

This incident dates back to August of this year when I chose the national carrier to transport my beloved pets to a new home here in Libya. After sorting out all the paperwork, paying the cargo expenses and leaving them at Air Malta’s cargo section, I boarded the same flight to Tripoli on August 19. Once aboard, I asked whether my cats were loaded as part of the cargo and the purser assured me my pets were on board.

The KM696 flight from Malta to Tripoli was on time and at about 4 p.m. I landed in Tripoli. On arrival, I only got two cats and tried desperately to locate the third. After a three-hour search, I called Air Malta cargo offices in Malta and was informed an empty cage had been found on the runway and not loaded on the aircraft. Not only did they lose my cat but they did not even have the decency to inform me.

My cats are part of the family and this news caused us a lot of distress. After spending the whole night on the phone with Air Malta’s cargo section, I got no clear answers and no positive feedback. The following day, a thorough search was being held on the runway and airport grounds as the news even reached the airline’s top executives. However, no one could tell me the exact sequence of events. To this extent, we had no choice but to fly back to Malta to get some answers and, on Friday, August 20, my wife and son flew to Malta from Tripoli at our own expense.

With the help of the Armed Forces of Malta, my cat was found the following night at about 3 a.m. and I would like to take the opportunity to thank the AFM for their help.

However, I am very disappointed with the national airline, which has failed to respond to my claim for compensation of the flight cost and mobile phone expenses I incurred due to their negligence. I chose Air Malta given they were both the ground handler and carrier and thought they were capable of doing a good job. However, their service left much to be desired.

I sought legal advice and could have taken legal action. However, I never wanted to blow the incident out of proportion, nor did I want any form of compensation other than recover expenses. Yet, it seems like my e-mails and reminders to Air Malta’s customer service and cargo section were completely ignored.