Unclear hand luggage policies. I was charged €55 for a bag that was permitted on my way to Malta but not on the way back. Scammy airline.
HK
Hassan K.
Avoid at all cost
KM Malta Airlines provided one of the worst airline experiences I've ever had.
Their online system is completely broken. The day before my flight, I tried to add checked baggage during online check-in, but the website would not let me modify the cart due to what was clearly a system error. Because of this failure, I was forced to pay almost double for two checked bags at the airport. Customers should not be financially penalized because an airline's website doesn't work.
To make matters worse, the airport staff were unable—or unwilling—to help resolve the issue. Instead of fixing a problem caused by their own system, they simply told us there was nothing they could do. That level of customer service is unacceptable.
The disappointment didn't end there. During the flight, not even a single complimentary cup of water was offered. After flying with more than 50 airlines around the world, this is the first time I've experienced an airline that wouldn't even provide basic drinking water without charging for it. It's an embarrassing level of cost-cutting.
This was our first experience with KM Malta Airlines, and it will absolutely be our last. Between the broken online system, the extra baggage charges caused by their own technical failure, the lack of support at the airport, and the poor onboard service, I cannot recommend this airline to anyone. There are far better airlines that actually value their customers.
Here's a much harsher version that is still based on the facts you described:
**Avoid KM Malta Airlines at all costs.**
This is, without question, one of the worst airlines I have ever flown with.
Their online booking and check-in system is an absolute disaster. The day before our flight, I tried to add checked baggage during online check-in, but their broken website wouldn't allow me to modify the cart. Because of their own technical failure, we were forced to pay nearly **double** for two checked bags at the airport. An airline should never punish customers financially because its own system doesn't work.
It gets even worse. The airport staff were completely unable to help. There was no effort to resolve the problem, no flexibility, and no customer service whatsoever. We were simply told there was nothing they could do, despite the issue being entirely caused by KM Malta Airlines' broken system.
As if that wasn't enough, the onboard experience was equally disappointing. Not even a single complimentary cup of water was offered during the flight. Charging passengers for every basic necessity is unbelievably cheap. We have flown with **more than 50 airlines around the world**, from low-cost carriers to full-service airlines, and this is the first airline we've encountered that couldn't even provide passengers with basic drinking water.
The entire experience felt like the airline is focused solely on squeezing every possible dollar out of its customers while providing the bare minimum in return. Broken technology, unhelpful staff, outrageous baggage fees caused by their own errors, and an embarrassing lack of basic onboard hospitality.
This was our first flight with KM Malta Airlines, and it will absolutely be our last. There are countless airlines that treat their passengers with far more respect. Save yourself the frustration, unnecessary expense, and disappointment—book with literally anyone else.
NI
Nour I.
La pire compagnie
Mon expérience avec cette compagnie a été extrêmement décevante.
Nous sommes arrivées à la porte d’embarquement alors que le vol était encore affiché en “Last Call”. Deux passagères devant nous ont été autorisées à embarquer, mais quelques secondes plus tard, l’accès nous a été refusé sans explication valable. Nous ne comprenons toujours pas pourquoi elles ont pu monter à bord et pas nous.
De plus, aucun de nos noms n’a été annoncé pour le dernier appel, et nous n’avons reçu ni SMS ni e-mail nous informant de la fermeture imminente de l’embarquement. Dans un aéroport aussi fréquenté, ce manque de communication est totalement inacceptable.
Lorsque nous avons fait remarquer que l’écran indiquait encore “Last Call”, l’agente à la porte nous a répondu : “Vous voyez ? Maintenant ce n’est plus affiché.” La manière dont la situation s’est déroulée nous a laissées très perplexes. Nous avons demandé à la compagnie de vérifier les images de vidéosurveillance afin d’établir précisément ce qu’il s’est passé.
L’attitude de l’agente a également été très désagréable et peu professionnelle, ce qui a rendu cette expérience encore plus frustrante.
Malgré cette situation, nous avons racheté des billets pour le vol de 17h30, car nous pensions qu’une compagnie sérieuse prendrait ses responsabilités et traiterait ses clients avec respect.
À ce jour, nous sommes toujours dans l’attente du remboursement intégral que nous avons demandé. Nous espérons que la compagnie examinera cette situation avec sérieux, visionnera les images de vidéosurveillance et apportera une solution juste. En l’état, je ne peux malheureusement pas recommander cette compagnie.
HG
Hanin G.
Refus d’embarquement sans explication ni respect
J’ai eu une très mauvaise expérience avec le personnel d’embarquement de KM Malta Airlines à l’aéroport de CDG.
Nous sommes arrivés à la porte d’embarquement alors que le message « Last Call » était encore affiché sur l’écran et qu’il restait environ 20 minutes avant l’heure de départ du vol. Malgré cela, le personnel a refusé de nous laisser embarquer.
Lorsque nous avons fait remarquer que le message « Last Call » était toujours affiché et que nous pensions donc pouvoir encore embarquer, l’agente l’a immédiatement désactivé et nous a répondu : « Maintenant, il n’est plus affiché. » Cette réaction nous a profondément choqués.
Le plus décevant a été l’attitude du personnel. L’agente ne nous a donné aucune explication, s’est simplement éloignée après nous avoir refusé l’accès. Son collègue est lui aussi resté silencieux et n’a fait aucun effort pour nous aider ou répondre à nos questions.
Ce qui nous a semblé encore plus injuste, c’est que deux autres passagères ont été autorisées à passer juste devant nous, alors que nous venions d’être refusés.
Je comprends que les règles d’embarquement doivent être respectées, mais cela ne justifie ni le manque de respect, ni l’absence totale d’explications, ni le manque de professionnalisme. Les passagers méritent d’être traités avec courtoisie et considération.
GO
Gdoura O.
Inconsistent Treatment
Our experience with this airline was extremely disappointing and frustrating.
We arrived at the boarding gate during the final boarding call. Two passengers who were in front of us were allowed to board, while we were denied boarding without any clear explanation. We consider this treatment unfair and inconsistent.
What made the situation even worse is that our names were never announced during the final boarding call, and we did not receive any SMS or email notification informing us that boarding was about to close. In a crowded airport, this is simply not acceptable.
When I pointed out that the departure screen was displaying “Last Call,” the woman at the boarding gate responded, “You see? Now it’s removed,” as the message disappeared from the screen. The timing of this was very concerning. We have asked the airline to review the CCTV footage to verify exactly what happened and why we were treated differently from the two passengers who were allowed to board.
The staff member at the gate was also very rude and showed no empathy or willingness to help. We still do not understand why the two passengers ahead of us were accepted while we were refused under what appeared to be the same circumstances.
Despite this disappointing experience, we still chose to purchase new tickets for today’s 17:30 flight because we believed a respectful company like this would treat its customers fairly and resolve the situation appropriately.
We are currently waiting for our full refund and hope the airline will investigate this incident thoroughly, review the CCTV footage, and provide a fair resolution. Until then, we cannot recommend this airline based on our experience.
CR
Cristina
Cargos adicionales confundiendo al consumidor
Adquieres una maleta extra, dada la rigidez del equipaje permitido con la tarifa básica (sólo una maleta) y aún así me hicieron pagar 55 euros más por la maleta en puerta de embarque. En el email que recibes con la confirmación de la compra de billetes y la factura de la compra de la maleta extra no especifica que tenga que ser facturada, pero cuando llegas a la puerta de embarque con tu maleta te dicen que esa maleta por la que ya has pagado, sólo puede ser facturada. Una estafa, confunden, no dan información clara y te obligan a pagar costes extras. No lo recomiendo.
GR
Graham
Appalling service
Appalling service. First they change my flight so that it leaves Malta several hours after my connection flight in Rome leaves for Barcelona, then when changing it all so I don´t need a Time Machine to get to my destination, they neglect to rebook my dog. then tell me I need to cancel the entire booking and start again. Awful, awful service. Truly awful
CG
Chenice G.
Terrible customer service
Terrible customer service. Wanted a name change as original passenger was unable to fly due to serious illness. Was told that this would cost £319. I then said we can get a flight for only £180. I was then told that if my passenger doesnt turn up that I would not be allowed to board the plane. Absolutely disgusting customer service and I will not be flying anywhere with this airline again. Lesson learned!
