Just to be clear, when I say that the airline responsible for the mess must clear it up, I am refering to getting the pax on the next possible connecting flight.
If there is no connecting flight available and a refund is required, I imagine the company issuing the ticket must refund it, as it is hardly the customer’s fault that the journey was impossible.
However, as I said, I just throw the problem to the insurance company, that’s why I have insurance.
I use Air Malta a lot and over the years have suffered from some events.
They have always been straight with me and efficient, sorry that Mr Rhona’s friend found the call centre unhelpful, although I suspect they were right to signpost his friend to bmi. in the first instance