Air Malta’s help for passengers during London Gatwick shut down
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Air Malta has said that the London Gatwick shutdown due to drones took the airline by surprise, as it did other airlines and customers alike.
In a statement the airline said that, “athough the hope was that the disruption was for a short limited period, it soon became apparent to Air Malta’s management that the disruption could go on longer than expected.”
“A crisis meeting was held with Management and Operations sections during the afternoon of the 20th to evaluate the impact on the operation and more importantly its customers,” it said.
Air Malta added that, unlike some airlines, it didn’t just decide to cancel the flights and leave the customers to find their way, but actively find solutions.
To minimise disruptions on the morning flight to Gatwick on the 21st December, Air Malta changed the bookings of its customers bound for the airport onto its flight to London Heathrow.
For the passengers booked to travel on the return flight the Call Centre and Ticket office found alternative solutions on other Air Malta flights and other Airlines.
Air Malta said that in the evening 80% of all passengers were informed of their new travel plans which gets them to their destination as soon as possible.
Air Malta explained that the next day it decided to operate two flights to London Southend Airport to prevent further disruptions, so that people had no risk to be faced with a cancelled flight, and all communication channels like www.airmalta.com and the airline’s social media sites were used to inform passengers of the changes.
The Airline went on to say that although it did not succeed to avoid all inconvenience, it “did its best to minimise the inconvenience caused and get people to their final destinations despite the challenging circumstances.”
Air Malta Management thanked all its staff and that of its Call Centre that it said had worked hard to minimise the inconvenience to the customers.