As part of the airline’s commitment to improve customer service and on time performance, Air Malta is in the process of introducing changes to the check-in process from Malta International Airport and at the various airports throughout its network.
With immediate affect the airline has introduced a fast track counter for passengers travelling with hand baggage from Malta International Airport. This counter, located at the Air Malta Sales Office at the departure’s area, will be available everyday during peak times between 6:00a.m. to 9:00a.m. and between 1:00pm to 5:00pm.
As from Sunday, 27th October, Air Malta is also changing check-in closure times for flights departing from Malta and various overseas airports. Passengers are advised that check-in counters at airports will close 45 minutes prior the scheduled time of departure. These new timings apply for both Club and Economy Class passengers. Moreover Club Class passengers with hand luggage only can still check-in up to 30 minutes before the scheduled time of departure.
Check-in of both Club and Economy class passengers travelling to/from Tripoli, Benghazi, Algiers and Tel Aviv will close 60 minutes prior the scheduled time of departure.
Check-in counters at all airports will continue to open at least 2 hours before the schedule time of departure.
There will be no changes to the online and mobile check-in services.
These changes are being implemented with the aim of improving customer service, aircraft turnaround times and the airline’s On Time Performance (OTP). The airline is taking its OTP very seriously and last year it has carried out extensive research on the causes of delays. In January this year the company started implementing various recommendations and the change in check-in times is part of this programme. Other initiatives will follow.
The process adjustments made are already giving results and in the first six months of this year (January – June 2013) the airline has improved its on-time performance by 5% compared to the same period last year. During this period 85% of Air Malta’s flights (departures and arrivals) departed within less than 15 minutes of their scheduled time of departure.
More information about these changes can be accessed on Air Malta’s portal www.airmalta.com/information/at-the-airport .
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