Jan De L.
KMMalta Airlines: A Masterclass in Customer Unfriendliness – My Worst Experience in 50 Years of Flying
After more than 50 years of flying with various airlines across the globe, I can confidently say that KMMalta Airlines has delivered the most customer-unfriendly experience I’ve ever encountered. If you think airlines have become more customer-centric in recent years, KMMalta Airlines is here to prove you wrong. My experience started with a simple need: changing the date of our return flight. Their website indicated that the change would cost €170 – an unpleasant but acceptable fee. I was ready to proceed but got a phone call that lasted five minutes. When I returned to finalize the booking, I was shocked to see the price had suddenly jumped to €280. I contacted customer service, only to encounter an outdated bot that seemed more like a relic from the past than an AI-powered assistant. After some persistence, I finally reached a human, Mia M. (yes, I mention the name in hopes that someone at the airline actually pays attention to their customers). She told me, with a straight face, that the "cheaper seats were gone because someone else booked them." Knowing this couldn't be true, I checked Skyscanner immediately. What did I find? The exact same flight was available for €74 per ticket – or €148 for both of us. Less than the €170 initially quoted and a far cry from the €280 they were now demanding. KMMalta Airlines seems to operate under the assumption that passengers are naive and uninformed. In today’s digital age, where information is at everyone’s fingertips, such practices are not just dishonest but self-destructive. Their staff clearly lack any understanding of customer-centricity – the basic principle that customers ultimately pay their salaries and keep the company alive. If KMMalta Airlines continues on this path, it’s only a matter of time before travelers choose alternatives. After all, trust and transparency are the cornerstones of any successful business – and both are sorely lacking here. **Advice to fellow travelers:** If you want a reliable, transparent, and customer-friendly experience, steer clear of KMMalta Airlines. And if anyone from the airline reads this: the world has moved on. Maybe it's time you did, too.