This morning I received a reply from Air Malta regarding the fact that they are no longer offering special meals except a vegetarian option. If you would like to read my original post click here:
This is the reply I received.
Good Morning Ms Borg Cardona,
In reference to your email below, please be advised we have duly noted the contents and would like to advise as follows.
Whilst we understand yours and other passengers dietary requirement when travelling in economy class, two meal types are made available – One for any dietary needs and a second is a vegetarian option. Whilst we understand that these said meals do not cover your dietary needs, Air Malta is fully aware and does not stop anyone from bring their own food on board.
We would like to advise that there is a second option. You can purchase a business class ticket and you will benefit from a full meal service, prior to your departure date you can contact us and order you special dietary required meal.
We thank you for taking the time to send us your email, and do hope that we have the pleasure to welcome you on board in the near future.
Customer Care Representative
Air Malta plc
I have removed the customer care representative’s name from this post because I feel that she is not at fault. She is only obeying orders and represents Air Malta.
And this is my reply.
Dear Customer Care Representative,
Thank you for taking the time to reply to my email and for explaining what meal types are available.
Unfortunately, I feel that this was a courtesy reply and my complaint was not addressed. These are the reasons why:
1. On your website http://www.airmalta.com/information/services-by-air-malta/on-board-experience, it still states ”If you have any special dietary requirements, then please ask one of our cabin crew for a vegetarian option, which is available on all flights”. Please note that it does not state that you do not cater to special diets. It implies that if you follow a special diet a vegetarian option is available. One would understand that this vegetarian option covers all special meals- so it would have to be vegetarian and made without gluten, nuts, lactose, and added sugar and salt. This is misleading, especially when your vegetarian option is a cheese sandwich made with wheat bread.
2. If you do not offer special meals, why offer a vegetarian option? Is it because they cited discrimination on the Times of Malta, claiming that they would be forced to eat meat? As I stated in my blog, vegetarianism is a choice. Coeliac disease is not. You are still discriminating against people with a medical condition.
3. Air Malta continues to insult us by stating that we can bring our own food on board. So can everybody else.
4. You can make people severely ill by offering a vegetarian meal for all special diets. You did not even comment about this fact.
Finally, your last statement saying that we can travel buisness class to be able to get a special meal is utterly dismissive and insensitive. So you expect us to pay an extra 200 Euro on top of our flight to have a 5 Euro meal?
Is it so difficult to make one special meal that fits all?
Candie Borg Cardona
What are your thoughts about this? Do you feel that Air Malta’s reply was satisfactory?