The wait for your Air Malta refund seems endless…
You’ve applied for a complete refund for cancellation, and now you find yourself in a waiting game. Perhaps you’ve received a communication from the airline explaining the delay, or perhaps you’re still waiting for a response. Regardless of the specifics, it’s important to remember one thing: EU regulations govern these matters. According to these regulations, Air Malta should process your refund within 7 days.
What should you do if the process takes longer than that?
Air Malta Refund Is Taking Forever: Step-By-Step Plan
When Air Malta cancels your flight, you are entitled to an Air Malta refund.
Or if you don’t want a refund, you may get a free alternative flight to your destination.
Keep in mind that depending on the circumstances, you may be entitled to a refund/new flight only, or a refund and flight cancellation compensation.
But what to do if your Air Malta refund takes forever?
Step 1: Contact Air Malta
Reach out to Air Malta customer service through their website.
Barring exceptional circumstances like a global health crisis, you should get a response within a week. If a week passes without a response, escalate and send additional messages. Continue doing this every few days to ensure your complaint is acknowledged.
Step 2: Contact Air Malta via Social Media
If you don’t get a response from Air Malta, turn to social media.
If a few weeks have passed and your emails and messages have gone unanswered, use Facebook and Twitter to connect with Air Malta. Emphasise the 7-day deadline and cite Regulation (EC) No 261/2004, Articles 5 and 8.
Step 3: Don’t Agree to Vouchers
Your Air Malta refund should be transferred to your bank account.
You are not obligated to accept Air Malta vouchers or coupons.
Step 4: Contact the National Enforcement Body (NEB)
Such an establishment exists in every EU member nation.
Reach out to the NEB of the country your flight originated from. For flights departing from Germany, get in touch with the Nationale Beschwerde- und Durchsetzungsstelle Fluggastrechte. If your flight leaves from a non-EU country, contact the NEB of the destination country. You can locate all the contact details of these organisations here on this page.
Discover more about this here.
However, this step is the most time-consuming, usually taking about 2 months for the relevant NEB to make a ruling. You will then have to wait for Air Malta to process the payment. For best results, persistently remind Air Malta of your case via their social media pages and other communication channels.
When Are You Eligible For an Air Malta Refund?
In which situations are you entitled to Air Malta refund?
According to EU guidelines, you can request a full refund if Air Malta cancels your flight.
In the event of flight cancellation, Air Malta must offer you an alternative of re-routing (complimentary rebooking) or refunding the complete cost of your ticket. This policy is applicable irrespective of the reason for cancellation and includes unforeseen extraordinary situations. Refunds for cancelled flights should be initiated within seven days.
The same applies to last-minute flight cancellations.
Any delay from the airline in processing refunds is a breach of EU guidelines, and passengers can contemplate pursuing additional action.
What If You Cancel the Flight Yourself?
If you decide to cancel the flight, the refund process can become somewhat complex. Here are some factors to consider:
- Flexible tickets. Holding a flexible ticket likely entitles you to a refund, but always verify this by reading the airline’s terms and conditions.
- Non-refundable tickets. For non-refundable tickets, a full refund is typically not an option. Nonetheless, airlines may propose to refund any taxes paid as part of your ticket cost.
- Travel insurance. If you hold a travel insurance policy that includes cancellations, you may be able to request a refund through your insurance provider, depending on the reason for cancellation.
- Cancellation within 24 hours of booking. Some airlines will grant a full refund if you cancel your flight within 24 hours of booking, provided the reservation was made at least 7 days prior to the flight’s departure date.
- Exceptional circumstances. If cancellation is necessitated due to extraordinary circumstances, such as sickness or a family bereavement, the airline may offer a refund or credit for future travel. This is subject to the airline’s policy.
Flight Cancellation Due to Extraordinary Circumstances: Can You Get a Refund?
In scenarios involving exceptional situations such as severe weather disruptions, strikes by airport employees (excluding strikes by airline personnel), or issues related to safety, the airline is generally not considered liable for the cancellation.
Yet, as per EU guidelines (Regulation (EC) No 261/2004), if an airline decides to cancel a flight, they are obligated to provide passengers with a choice between a full refund and the possibility of re-routing. This implies that even if the cancellation is triggered by extraordinary circumstances, you remain entitled to receive a refund.
It’s crucial to note that the refund should be initiated within a period of seven days. If you experience any delays in getting your refund, feel free to implement the step-by-step procedure outlined earlier.
What is your experience with Air Malta refunds? Have you ever received a refund from Air Malta? Share your experience in the comments!