Appalling service and missing payments – avoid KM Malta!
I have flown with KM Malta several times, but after this experience, I will never use them again. I recently paid for seat allocation and extra cabin baggage; however, while the money is showing as "pending" on my credit card, the booking hasn't been updated.When I contacted customer services on the 02/03/2026 at 13:06, the agent was incredibly rude. She refused to give her name, talked over me, and insisted I would have to pay again for the services I’d already purchased. When I asked to speak with a supervisor, she bluntly said "NO!" and hung up on me. Utterly unprofessional and a complete waste of money. Consider yourselves warned.
Rod
1 star for a very disappointing
1 star for a very disappointing experience.We purchased a 15kg baggage allowance and later realized it applied to one piece only. Although this may be written in the policy, there was absolutely no flexibility shown at the airport. Our total weight did not exceed 15kg, yet we were forced to pay £130 and then an additional £40. In total, we paid almost the price of another ticket just because the weight was split into two small cabin-size suitcases.Even after explaining that we would be purchasing baggage again for our return flight, no consideration or goodwill was offered. Strict policies are one thing, but complete lack of customer care is another.Extremely disappointing customer experience.
Sureyya Doğan
Scam
We had to pay a 30€ fee (60€ in total) for our hand luggage, because apparently hand luggage must be checked in. This is not communicated clearly and wasn't even checked on our flight to Malta.The lady even said we have no luggage included, which is wrong.This seems to be done on purpose to oblige people to pay the fee at the gate.So our "hand"luggage was after the fee stored in the plane, right where we actually had our spot for free luggage. Which makes no sense at all.
Anna M.
No coffee or tea or a snack we thought…
No coffee or tea or a snack we thought would be included on the flight Then surprised when the toilets blocked by drinks trolley that a lady with 2 children who needed the toilet was not allowed to use the other end divided by a curtain. Surely common sense prevails but not in this case. Shame on you. Last year an issue on the flight huge turbulence landing with frightened passengers. When i raised this i was told an issue with the cleaners. Are you mad. Come on team get a grip.
Mr BA Miller
Very disappointing experience with KM…
Very disappointing experience with KM Malta Airlines.It was not clearly communicated that the hand baggage must be checked in and cannot be taken on board. I fly regularly and have never experienced this before. The fact that I was not charged on the outbound flight made this even more confusing.Being charged €30 at the gate on the return flight felt unfair and poorly communicated. This policy should be made much clearer to passengers to avoid unexpected fees.
Gerwald Meulman
Worst Airline after Ryanair
Worst Airline after Ryanair
Wolfgang Rudolph
No comment needed
No comment needed. So disappointed.
Barbara Vojvodic
Very poor App and worsening of check-in conditions with no possibility of seat choice
I checked in immediately when online check-in opened for both my outbound and inbound flights, but the system showed no available seats and automatically assigned me to middle seats on both occasions, despite the flights clearly not being full.According to KM Malta's own help centre, passengers can choose seats at no extra cost during check-in, subject to availability. This did not happen. The app redirects to a generic web check-in page that doesn't recognize my KM profile, forcing me to re-enter my booking reference every single time—making any profile-based benefits impossible.On my most recent trip I was flying premium economy and expected at least complimentary seat selection for this cabin, but I was still denied any choice and assigned a middle seat.The app is extremely poorly designed and the check-in system contradicts your written policies. This needs urgent attention.This situation has worsened significantly. Previously, I was able to select a seat without paying for economy bookings, but now this is no longer possible. The service is going backwards rather than improving.
Edward Callus
KM Malta Airlines delivers excellence…
KM Malta Airlines delivers excellence on every level. Safety, quality, and outstanding service are always the top priorities, and this is clearly felt on every journey. Each experience is consistently positive, professional, and enjoyable.The modern fleet, the highly trained crew, and the entire ground and cabin staff work together in perfect harmony. Friendliness, efficiency, and genuine service orientation are not just promises, but daily practice.A special thank you to COO Roy Kinnear — a true leader in every sense of the word. Visionary, present, and highly professional, with a clear understanding of what quality and responsibility in aviation truly mean. This is leadership at its best.This airline is a true flagship — for Maltese aviation and for the country itself. A source of pride by every measure.Thank you to the entire KM Malta Airlines team for consistently excellent work.Always a pleasure to fly. ❤️
Steven Braun
Economy Flex Fiction
A close relative was terminally ill in Malta. I wanted to attend the funeral whenever it happened so I booked an Economy Flex ticket. This fare is clearly annotated on the website, “Fully refundable - Less service fee.” I had to postpone my return flight. When speaking with the KMMA telephone people I emphasised that I had an Economy Flex ticket. However, my return flight was booked like it was a de novo booking at an outrageous £290 for the single sector to LHR. As regards my Economy Flex ticket I was told the admin team would process a refund. After my return I emailed about my “Fully refundable” fare. A Kafkaesque experience was 13 email exchanges to get a refund commitment. Terms and Conditions deductions on the website: Service Fee €10, Emission Surcharge €10, Carrier Imposed Surcharge (!) €22, total €42 say £37. That would have been a £110 refund versus the actual £97 received. Go figure! Economy Flex fare is a con and the short changing no surprise really. The technical crew win a star for the company.
Xandru
Very poor customer service and zero…
Very poor customer service and zero accountabilityMy family and I purchased six tickets for the Malta–Zurich flight on December 27, 2025 through the MyTrip website. On December 26, two members of my family fell seriously ill with high fever and flu. Since we had purchased flexible tickets, I contacted MyTrip, explained the situation, and they were extremely kind and professional. They clearly told me to contact the airline directly to change the travel dates.I then contacted KM Malta Airlines, but during the holiday period—when millions of people are traveling—their customer service hours are severely limited.We decided to travel without the two sick family members and, early the next morning at the airport, I went straight to the KM Malta Airlines desk with all the printed documents clearly stating that the tickets were flexible.At the counter there were two employees, a young man and a woman. I explained the situation in English and showed them the printed MyTrip documents confirming the flexibility of the tickets. The young man, without even looking at the documents, immediately told me that I had to contact the agency where I bought the tickets. I explained that I had already called MyTrip and that they explicitly told me to contact the airline.At that point, the young man spoke to the woman in Maltese, and she repeated exactly the same thing: “Call MyTrip, KM Malta Airlines cannot do anything.”I told her again that it was MyTrip themselves who instructed me to contact the airline, because changes depend on the airline. I asked her to please read the documents proving that the tickets were flexible. She refused to even take or read the documents and kept repeating that I had to call MyTrip.I then offered to call MyTrip on the spot and let them speak directly to their customer service. The woman refused, saying she would not speak to anyone.At that point, I was completely stuck. I even said that I was willing to pay to change the departure dates for the two sick family members, but the answer never changed: “Call MyTrip.”Eventually we had to board the plane and I no longer had time to argue with two people whose only response to every question and request for clarification was the same broken record: “Call MyTrip.”In short, despite having flexible tickets, and despite being willing to pay, it was impossible to change the travel dates for the two family members.I am writing this review to suggest that passengers flying with KM Malta Airlines should perhaps start a fundraising campaign to finance a basic customer service training course for their ground staff. A course that teaches professionalism, courtesy, and a minimum level of willingness to help the customers who actually pay for this airline’s services.
Danilo Capasso
AVOID!! Or prepare to be robbed!
Paid for an extra 15kg bag as I knew one of my bags was 4kg over. Informed you can’t ‘pool’ allowances even though both bags were under my name. Charged 40 euros. Told no chance of a refund on my 15kg bag I didn’t use. Appalling service from this airline in line with other feedback, it’s clearly intentional and a revenue stream. AVOID AVOID AVOID!
Bruce Eggleston
Loved Malta, don't KM MALTA
Loved Malta, don't like KM Malta, not to use hate, strong word. But because of the airline, never going back, if the only choice from England, I'd rather swim.Read some reviews, don't agree, staff are unprofessional, not friendly, they get probably commission for the bags. From 28 December 25- 4rt January 26, I and my wife checked in London Gatwick, email from KM stated even economy bassic can get cabin suitcase under 10kg with priority 10, ours 8.5kg , checked in no option for any priority, had to pay 30 euros, took it in the cabin, my youngest son, not checked suitcase, went in the queue airport, guy said alright, no probleml , not even charged.Check in back, same, no option for under 10kg cabin suitcase, paid 60 euros for 2 little under 10kg only to be faced last minute with 10 of police state, asking to pay extortionate 55 euros for bag, to go in hold. Asked politely, seeing that I had already paid 30 euros, they can get 25 euros for each bag, no, have to lose working days to refund if successful. I wasn't the only one bthw, poor guy had 3 bags, some other travellers had suitcases tagged but brought them onboard, maybe different for some, couldn't tell but I'm done with Malta, never going back, they think we are all rich and can Rob us blind, I'm not mentioning that you pay full for 10 days, you get 8, arrive late, leave early back, no food, all crooks, never anymore, they can choke on that money! Could give a zero if the choice, see other reviews not happy either, same problem, why would anyone use these crooks!
Artur Maklaj
Unreliable service
Unreliable service — my seat was downgraded from Business Class to Economy Plus. I attempted to find a resolution, but the staff kept going in circles, showing no accountability or genuine effort to resolve the issue. Overall, a very weak experience from a weak airline.
Steve
Bad service and rude
Bad service, some attendants are even rude, and very unprofessional!
Yun
Organised chaos, avoid like the plague
Organised chaos. Everything else I want to say would probably get deleted for obscenity! Avoid like the plague....
Clive Taylor
Charged me £60 for my 8kg bag to take…
Charged me £60 for my 8kg bag to take as cabin luggage when multiple folk where in the same position and there was more than enough space in flight. Also this was not made clear at any point when booking.
Ahmad Ashour
Misleading and inaccurate information…
Misleading and inaccurate information regarding luggage policy when flying economy class. Agents at the gate controlling every person as if people are criminals. Standing ready with a credit card machine in the poker ready for the pray and charging as much possible from as many people possible. A company that is main focus is to empty your poker as much as possible. Never again.
nimrod katz
YOU WILL MISS YOUR FLIGHT
Price gouging behaviour, on top of extremely incompetent customer support staff. Refuses accountability for their mistakes and further charges you for messing up your tickets. Avoid like the plague
abdoalwaer13
Appalling
Appalling, pretty much as everyone else says it.. queued an hour for baggage drop off then had to rush down a late breakfast.. late boarders due to mistakes with boarding passes, so flight was delayed.. not a nice experience
J Holland
