Can Malta provide services of European standards?

Local newspapers frequently highlight failures in what can normally be expected of the services provided by those responsible for ensuring that our daily lives are up to standard. A case in point is the heavy criticism directed at Maltapost.

Indeed, the postal service currently leaves much to be desired and moves are afoot to terminate the current contract and, hopefully, improve the service.

However, one of the situations with the longest history of poor service must surely be the supply of water and electricity. How on earth can one justify the frequent interruptions in the supply of water and/or electricity?

Many of these power and water cuts are planned and in fact advertised in the media. But why should there be so many interruptions of supplies for "maintenance"? No such maintenance seems to be required in, say, the UK, as far as one can determine. Is it possible that overseas systems are much more sophisticated than those in Malta? Is there any hope that Enemalta can explore and emulate the far more efficient services supplied elsewhere in Europe?

In the meantime, has it ever occurred to those controlling the supply of water and electricity and those who need so much maintenance to be organised that these shutdowns could be made at night - say between midnight and 7 a.m.? Surely, this would be a more acceptable time when the lack of both water and electicity would cause minimal hardship to Enemalta's customers.

It is particularly unacceptable to those whose businesses and offices are directly affected by the power interruption. The financial hardship coupled with the disruption of normal office routines entailing delays and lack of continuity in normal procedures at work are both serious reasons for consideration by Enemalta.

It should be at the heart of Enemalta's operating policy that the satisfaction of all its customers must be paramount. It is high time that the board of directors make it a case of high priority so the reasons for the disruption of services are thoroughly investigated and all possible options considered to ensure that both water and electricity flow to all their customers 24 hours a day, seven days a week!

One wonders, indeed, whether the entry of Malta into the European Union on May 1 will have a positive effect on all these services. How wonderful it will be if one were totally confident that all local mail reaches its destination the very next day without fail and that overseas post is as swift to reach its destination as overseas mail is quick to reach Malta. More importantly, what an achievement it would be if all Enemalta customers were to receive uninterrupted supplies of water and electricity at all times!

Another example of low expectations of customer satisfaction is exemplified by the national airline. The downward trend of tourists arrivals in Malta is partly a reflection of a worldwide downturn in tourism in general. However, the national airline has a part to play in attracting tourists and repeat visitors. Thus it is very important that all staff and workers employed by the national airline are trained to present an attitude of professionalism at all points of contact with tourists and airline travellers of all descriptions.

As a general rule, Air Malta staff present a professional appearance and are helpful and positive in providing services on board the planes. However, in recent months, a certain "attitude" characterised by a lack of patience and charm in response to requests from travellers seems to be very much in evidence. As the tourist's first introduction to Malta and the Maltese, it behoves the aircraft staff to revert to the helpful, charming but business-like professionalism that characterised staff until the last nine months or so.

Another downward trend in the air service is reflected in the deterioration of the quality and quantity of in flight meals. For example, the Malta/London flights have always supplied breakfasts of pretty low standard consisting typically of some sort of omelette, fried onion fritter and a few baked beans. Lunches and suppers used to compare rather more favourably and a choice of three alternatives, including fish as an option, were on offer. Again, in recent months this has been narrowed down to one meal for all and that meal once again of a deteriorating standard in terms of taste, appearance, quality and quantity.

Another aspect of the services supplied to passengers concerns the lack of consideration and the almost deliberate mishandling characterised by the so-called "baggage handlers" at the airport. Many travellers to these islands are dismayed at the condition of their luggage when they retrieve their cases from the conveyor belt at the airport. Furthermore, beware the unsuspecting airline passenger who is foolhardy enough as to think of packing anything breakable in their suitcases or other baggage!

One is able to view with horror as bags and cases are hurled from the aircraft onto the luggage trailers with absolutely no consideration of "fragile" labels, size and durability of luggage. The smallest, lightest "hold-all" style of baggage are thrown into the air to land with a crash onto the trailer.

Lots of other assorted luggage are manhandled haphazardly and all sorts of heavy and unwieldy luggage is piled high layer on top of layer with absolutely no consideration for the condition of the cases and contents of the unfortunate bottom layer.

The unsuspecting owners of the bags and suitcases at the bottom of the heavy and unwieldy pile of luggage are in for a bit of shock when they are able to observe that their baggage has been scratched and scraped and flattened and, worse, any fragile or breakable object is usually broken

The many comments in the press in recent months reflect an increasing awareness among the consumers of goods and services, particularly those connected in any way with tourism and customer satisfaction among tourists.

Complaints about services connected with the national airline, taxis and taxi drivers, restaurants and hotels, as well as the state of the roads are frequently published. Indeed, it is the general opinion that staff and workers connected with all areas of the tourist industry in Malta should work tirelessly to improve attitudes and services in order to promote the island as a highly desirable holiday resort offering value for money, a good variety and high quality of hotels and restaurants and genuine customer satisfaction.