• When a delay exceeds two hours, depending on the length of the delay, air passengers are entitled to free meals and refreshments.
• Hotel accommodation and transport between airport and hotel must be provided to air passengers whose flight has been postponed to the following day.
• When delays exceed five hours air passengers may opt to cancel the booked flight and claim full refund.
• Financial compensation may apply for delays exceeding three hours depending on the length of the flight and the time air passengers reach their destination.
• Financial compensation does not apply when delays or cancellations are caused by extraordinary circumstances outside the airline’s control.
• Besides being entitled to financial compensation, when a flight is cancelled, air passengers should be offered a choice between a full refund and an alternative flight.
Malta Competition and Consumer Affairs Authority
Office for Consumer Affairs
Mizzi House,
National Road,
Blata l-Bajda
HMR 9010
Freephone: 8007 4400
Tel: 2395 2000
Enquiries: info@mccaa.org.mt
Consumer complaints: fair.trading@mccaa.org.mt
Website: www.mccaa.org.mt
MCCAA office hours for the public:
Monday to Friday from 8.30am to 12.30pm
European Consumer Centre Malta
(For complaints against traders in other EU states)
47A, South Street,
Valletta.
VLT 1101
Monday to Friday from 8.30am to 3pm.
Tel: 2122 1901
E-mail: ecc.malta@gov.mt