Air Malta upgrades customer services at cargo section

Air Malta will provide a one-stop shop premises, simplifying its operations and pricing structures and integrate reservations and customer care units in a sweeping reform to its cargo section.

The reforms were touted as one of the conditions for change at the beleaguered airline by the Air Malta pilots’ union boss Dominic Azzopardi.

A new cargo sales shop was opened this week and customers now have one common telephone number to contact both reservations and customer care. Cargo rates have also been revised and benchmarked with competition to reflect current market conditions whilst the working environment has also been upgraded to provide a friendlier setup both for customers and staff members.

Air Malta CEO Peter Davies said the cargo section was essential to the success of Maltese businesses.  “Our strategic location at the centre of the Mediterranean between Europe, North Africa and the Middle East gives us a unique opportunity to transport freight either passing through or originating from Malta. The changes we are announcing today are a result of several discussions and meetings we have had with our trade partners, freight forwarders and shippers and also our staff who gave us valuable feedback to simplify, upgrade and offer an improve customer experience.”

Davies said the initiative is one of over 160 projects Air Malta has embarked on to restructure the airline.

“It is a win-win situation both for our customers and our staff and we are confident we can reposition our cargo services not only to provide a better personalised service to our customers but also for cargo to become a keystone in Air Malta’s financial turnaround. We look forward to continue improving on our cargo services in the near future,” Davies said.

Air Malta carries more than 7,500 tonnes of cargo each year and is authorised to carry just about any type of cargo from tuna to livestock, pharmaceuticals to microelectronics not only on Air Malta flights but also on leased specialised freighter aircraft. The department is also responsible to carry mail to and from Malta and offers courier services and warehousing facilities.