Consumers have the right to receive adequate and correct information about the price of goods displayed for sale without the need to ask for assistance.
The indicated price must be the final selling price, including VAT and any other taxes or charges (e.g. delivery charges.)
Trader’s Obligations
Traders who sell goods to consumers on a retail basis have the following obligations:
Price Reduction Announcements
When retailers announce a price reduction, they must clearly display the prior price which must be the lowest price that was applied in the last thirty (30) days before the discount. For example, if a jacket was prices at €50 for most of the month but during a promotional offer it was briefly reduced to €40, the prior price for any new discount must be €40, not €50.
In addition, if the shop advertises a 20% discount, the reduction must be calculated based on the lowest previous price, which in this case is €40.
In case of progressive discounts, the prior price should be the price before the first reduction.
Products sold per unit weight or value
Two prices must be indicated on goods that are sold by unit weight or volume:
The unit price may be indicated in a smaller form than the actual price, but it must still be clear and readable.
Unit prices enable consumers to compare prices easily as they compare the cost of 1 kilo or 1 litre of similar products.
Pre-packed products
Traders who sell pre-packed goods, including food items, must show both the selling price and the price per unit of the product.
The price per unit of pre-packaged solid food products presented in liquid medium shall refer to the weight of the solid food without the liquid in which it is contained.
When a unit price is given regarding the net weight of such products, it should be made clear which unit price refers to the net drained weight and which to the overall net weight of the product.
Exemptions
Sellers are not legally obliged to indicate prices in the following situations:
Non-compliance with regulations
Non-compliance with these regulations amounts to an offence.
Any person who is found guilty is liable to a fine of not less than €150 and not more than €1,500 in the case of a first conviction, and from €200 to €2,000 in the case of second or subsequent convictions.
Upon conviction, the court will order the publication of the judgement in one or more daily newspapers. The Director General of the Office for Consumer Affairs will also publish the court’s decision on the MCCAA’s website.
Traders are also responsible for any infringements made by persons in their employment.
If prices are not displayed or incorrectly indicated, consumers can report these breaches to the Office for Consumer Affairs by calling on 2395 2000 or submit a report using the Flag a Concern form on the MCCAA website: mccaa.org.mt/home/infringement.
The Enforcement Directorate is responsible for enforcing these regulations and carries out regular inspections to ensure that prices are clearly displayed, unambiguous, easily identifiable, and inclusive of VAT and any other applicable taxes or charges. It also monitors the prices of fast-moving consumer goods on a monthly basis across supermarkets, corner shops, butchers, alcohol retailers, and fishmongers, allowing it to track month-to-month price fluctuations. In addition, fruit and vegetable prices are monitored monthly through a fixed basket of items collected from hawkers, greengrocers, and supermarkets.
Between March and July each year, the Directorate conducts fortnightly monitoring of outlets selling white goods to verify that trade fair discounts are genuine. Immediate action is taken against traders who unlawfully inflate pre-discount prices to mislead consumers with false discount claims.
Seasonal inspections are also carried out during the January and summer sales to ensure that advertised prices reflect the actual discounted rates. Officers verify that prices are clearly displayed without requiring consumers to calculate discounts themselves, and that consumers retain their rights to returns or refunds in cases of defective products.
During the summer season, inspections are extended to outlets selling or renting water sports equipment, as well as beach kiosks and village feast kiosks, to ensure that prices are properly and clearly indicated.
Consumers have the right to receive adequate and correct information about the price of goods displayed for sale without the need to ask for assistance.
The indicated price must be the final selling price, including VAT and any other taxes or charges (e.g. delivery charges.)
Trader’s Obligations
Traders who sell goods to consumers on a retail basis have the following obligations:
Price Reduction Announcements
When retailers announce a price reduction, they must clearly display the prior price which must be the lowest price that was applied in the last thirty (30) days before the discount. For example, if a jacket was prices at €50 for most of the month but during a promotional offer it was briefly reduced to €40, the prior price for any new discount must be €40, not €50.
In addition, if the shop advertises a 20% discount, the reduction must be calculated based on the lowest previous price, which in this case is €40.
In case of progressive discounts, the prior price should be the price before the first reduction.
Products sold per unit weight or value
Two prices must be indicated on goods that are sold by unit weight or volume:
The unit price may be indicated in a smaller form than the actual price, but it must still be clear and readable.
Unit prices enable consumers to compare prices easily as they compare the cost of 1 kilo or 1 litre of similar products.
Pre-packed products
Traders who sell pre-packed goods, including food items, must show both the selling price and the price per unit of the product.
The price per unit of pre-packaged solid food products presented in liquid medium shall refer to the weight of the solid food without the liquid in which it is contained.
When a unit price is given regarding the net weight of such products, it should be made clear which unit price refers to the net drained weight and which to the overall net weight of the product.
Exemptions
Sellers are not legally obliged to indicate prices in the following situations:
Non-compliance with regulations
Non-compliance with these regulations amounts to an offence.
Any person who is found guilty is liable to a fine of not less than €150 and not more than €1,500 in the case of a first conviction, and from €200 to €2,000 in the case of second or subsequent convictions.
Upon conviction, the court will order the publication of the judgement in one or more daily newspapers. The Director General of the Office for Consumer Affairs will also publish the court’s decision on the MCCAA’s website.
Traders are also responsible for any infringements made by persons in their employment.
If prices are not displayed or incorrectly indicated, consumers can report these breaches to the Office for Consumer Affairs by calling on 2395 2000 or submit a report using the Flag a Concern form on the MCCAA website: mccaa.org.mt/home/infringement.
The Enforcement Directorate is responsible for enforcing these regulations and carries out regular inspections to ensure that prices are clearly displayed, unambiguous, easily identifiable, and inclusive of VAT and any other applicable taxes or charges. It also monitors the prices of fast-moving consumer goods on a monthly basis across supermarkets, corner shops, butchers, alcohol retailers, and fishmongers, allowing it to track month-to-month price fluctuations. In addition, fruit and vegetable prices are monitored monthly through a fixed basket of items collected from hawkers, greengrocers, and supermarkets.
Between March and July each year, the Directorate conducts fortnightly monitoring of outlets selling white goods to verify that trade fair discounts are genuine. Immediate action is taken against traders who unlawfully inflate pre-discount prices to mislead consumers with false discount claims.
Seasonal inspections are also carried out during the January and summer sales to ensure that advertised prices reflect the actual discounted rates. Officers verify that prices are clearly displayed without requiring consumers to calculate discounts themselves, and that consumers retain their rights to returns or refunds in cases of defective products.
During the summer season, inspections are extended to outlets selling or renting water sports equipment, as well as beach kiosks and village feast kiosks, to ensure that prices are properly and clearly indicated.
Goods
Consumers purchase various goods and services to meet their everyday needs. While most transactions are problem-free, difficulties may occasionally arise, making it important for consumers to be aware of both their rights and responsibilities in order to resolve issues quickly and with minimal stress.
Under the Consumer Affairs Act, “goods” are defined as any movable property, whether tangible or intangible, purchased from a professional seller for personal use by consumers.
Legal Guarantee
The Sale of Goods to Consumers Regulations of the Consumer Affairs Act stipulate that goods sold to consumers must conform to the sales contract and must be supplied, as per the following subjective and objective criteria.
With regards to the subjective criteria, goods must conform to the description, type, quantity, and quality, and possess the promised functionality, compatibility, and features. They must be fit for any specific purpose made known to and accepted by the seller prior to the conclusion of the sale.
Goods must also be supplied with all accessories and instructions as stipulated in the sales contract. In the case of goods with digital elements, they must include all necessary updates.
As to the objective criteria, goods must function as expected for their typical purpose and match the quality and description of any samples shown to consumers. They should include all expected accessories and instructions, and perform as normal for their type, including in terms of durability, functionality, compatibility, and security.
Goods with digital elements
In the case of goods sold with digital elements, the seller is responsible to ensure that the consumer is informed of and supplied with updates that are necessary to keep the purchased goods in conformity with the sales contract for the period of time the consumer may reasonably expect given the type and purpose of the goods and the digital elements.
Legal Remedies
When these legal requirements are not met, consumers may request a free remedy from the seller. Consumers are first entitled to have the goods brought into conformity through repair or replacement. These remedies must be provided within a reasonable time and without causing any significant inconvenience to consumers, whilst considering the nature of the goods and the purpose for which the consumers require them.
A proportionate reduction of the price or the termination of the sales contract may be claimed in situations where the trader cannot complete the repair or replacement within a reasonable time or without causing a significant inconvenience to consumers. The termination of the sales contract or partial refund may also be opted for where the product’s problem is of a serious nature and where the seller has refused to provide free repair or replacement.
A sales contract cannot be terminated when the lack of conformity is minor or insignificant.
Two-year time limit
The time-limit for consumers to claim these remedies is two years from the goods’ date of purchase. These two years are suspended for the duration of the time it takes the seller and the consumer to resolve the dispute and a suitable remedy provided to the consumer. For goods with digital elements which involve a continuous supply for more than two years, the liability period is the same as the supply period.
When goods result faulty within the first year, it is assumed that they were faulty at the time of sale. This unless proved otherwise by the seller or unless this presumption is incompatible with the nature of the goods and the nature of the defect the product has.
Consumers are obliged to inform sellers of any lack of conformity in writing within two months of the date on which they detected the problem.
Incorrect Installation
Incorrect installation of the product where the installation does not form part of the sales contract also exempts sellers from liability. In the case of goods with digital elements, sellers are not responsible for any lack of conformity when it is the consumer who fails to install the updates supplied by the seller. However, the seller must properly inform the consumer about the availability of the update and the consequences if the update is not installed.
Commercial Guarantee
A commercial guarantee is an additional voluntary guarantee given to consumers by traders when selling certain products. Once given, it becomes legally binding and enforceable. It does not replace the legal guarantee but must provide additional benefits to consumers.
A commercial warranty must be provided in writing, in clear and plain language, in Maltese or English, and must include the following information:
If a product is returned for repair or replacement under the commercial guarantee, the guarantee period is automatically extended by the time the goods remain in the guarantor’s possession.
When products are replaced under guarantee free of charge, the original guarantee given to consumers when the product was purchased continues on the replaced product. This also applies to when products are replaced during the two-year legal guarantee.
Traders cannot charge for fulfilling the guarantee or transporting the goods, unless specified in the guarantee’s terms. No extra fees can be charged if the product’s fault is covered by the two-year legal guarantee.
If a commercial guarantee is mentioned in an advert, it is still legally binding even if it is not included in the sales contract.
Services
Consumers may require a range of services from time to time. These may include hiring professionals to carry out specific tasks, such as plumbers, tilers, appliance technicians, or car mechanics. Consumers may also engage professionals such as interior designers or architects for specialised services.
Consumers’ responsibilities
Before hiring someone to carry out a specific job or service, or entering into a binding contract with a service provider, consumers have a number of responsibilities. These include:
Information to be included in a service agreement
Once a person or company is selected to provide a service, any verbal agreement should be put in writing. Such contracts should include:
Read before you sign
If presented with a standard contract for signature, consumers should carefully read all terms and conditions. Any unclear provisions should be discussed or clarified before signing.
Consumers should also seek to renegotiate any terms they do not agree with. If the contract is amended at any stage, any changes should be duly signed by both parties.
Consumers’ rights
Consumers are entitled to expect that services are carried out with reasonable care and skill, at the agreed price and within the agreed timeframe or, if none is specified, within a reasonable time.
Where a service is not performed as agreed or is unsatisfactory, consumers should complain promptly and request a remedy. Any delay in raising a complaint may be taken as acceptance of the service provided, potentially affecting the right to seek redress or compensation.
Consumers should not attempt to repair defective work themselves or engage third parties before informing the trader and allowing them the opportunity to rectify the issue free of charge. Third-party intervention should only be considered if the trader refuses to accept responsibility.
Compensation
Where a service provider or trader refuses liability after being informed in writing of a problem with the service provided, consumers may submit a claim for compensation.
The compensation should cover the cost of engaging another trader to rectify the issue, as well as any additional expenses incurred as a direct result of the faulty service.
If the trader rejects the claim or proposes an unsatisfactory resolution, consumers may then escalate the matter by lodging a complaint with the Office for Consumer Affairs.
Commercial practices cover everything a trader does to market and sell products or services, from advertising to promotions and sales techniques. Part VII of the Consumer Affairs Act outlines which of these practices are considered unfair. By banning unfair commercial practices, the law helps ensure that traders deal with consumers openly and truthfully, giving consumers the information they need to choose freely and wisely.
A trading practice is deemed unfair if it undermines a consumer’s capacity to make an informed choice or leads the consumer to a decision they would not have taken under normal circumstances. These unfair practices are generally either misleading in nature or aggressive in approach.
Misleading Commercial Practices
A commercial practice is regarded as misleading when a trader acts in a manner that deceives consumers into making a purchasing decision they would not have made had they been provided with accurate and complete information. Such deception typically arises either from the use of false statements or from the omission of important details when promoting goods or services.
The law sets out specific practices that are classified as misleading and therefore prohibited. These include:
A commercial practice is also regarded as misleading when it is likely to deceive the average consumer, even where the information provided is factually correct. The “average consumer” is understood to be someone who is reasonably well informed, observant, and cautious. To avoid being misleading, any information supplied to consumers must therefore be clear, intelligible, and unambiguous.
Aggressive Commercial Practices
An aggressive commercial practice occurs when a trader harasses a consumer or applies undue pressure to influence a purchasing decision that the consumer would not otherwise have made. Such practices include:
The law also provides specific examples of practices that are considered aggressive, including situations where:
Unfair commercial practices are prohibited in all business-to-consumer transactions, regardless of the product or service involved or the method of sale, whether face-to-face, by telephone, online, or through mail order.
This legislation is designed specifically to protect consumers’ economic interests. Other matters, such as health, safety, taste, and decency, fall outside its scope.
Whenever consumers encounter trading practices that are misleading or aggressive, they may report them to the Office for Consumer Affairs within the MCCAA.
A consumer contract is a legally binding agreement between the trader and the consumer concerning the sale of goods or the supply of services.
Contract terms
The terms in consumer contracts define the rights and obligations of the contractual parties. Some consumer contracts contain standard terms and conditions which consumers are requested to sign.
Consumer rights
Sales contracts should include the following information:
When traders do not adhere to the agreed contract terms, consumers have the right to opt-out of the contract and claim back any money paid.
Consumers may request the seller to provide a free remedy in cases where the product or service does not conform to the original sales agreement.
If no agreement is reached with the seller, can lodge a complaint with the Office for Consumer Affairs within the MCCAA.
Consumer responsibilities
Consumers are responsible to carefully read and understand contract clauses before signing. If necessary, consumers should ask for a copy of the contract to check it quietly at home before signing it.
Any unclear terms should be discussed with the trader before signing. Consumers must make sure that any amended contracts are signed by the trader.
If a deposit is paid, consumers must ensure that they are given proof of payment and that the amount of deposit paid is included in the contract of sale.
Consumers must check that the conditions of sale agreed upon are written in the contract of sale.
Consumers should remember that once a sale is confirmed they cannot change their minds. There may be financial penalties to pay if they do, or they may be obliged to fully honour the original sales agreement.
Unfair contract terms
A contract term is considered unfair if, on its own or together with other terms in the contract, it creates a significant imbalance in the consumer’s rights and obligations of the consumer vis-à-vis those of the seller/supplier.
An unfair term tries to diminish or take away consumers’ legal rights.
Unfair contract terms are not binding on consumers and when a contract cannot continue to exist without the unfair term, then the whole contract becomes legally unenforceable.
Examples of unfair contract terms
Consumer contracts that may include terms that:
It is also prohibited to irrevocably bind consumers to terms with which they had no real opportunity of becoming acquainted before the conclusion of the contract.
Contract terms must not be difficult to understand and must be clearly legible. In case of disputes, unclear terms are interpreted in favour of the consumer.
Report an unfair contract term
Businesses making use of unfair contract terms may be reported to the Office for Consumer Affairs within the MCCAA.
Every day, measurements are used to make important decisions that affect consumers, businesses, and public authorities. From the fuel you buy to the weight of goods you pay for, measurements play a key role in our economic and personal wellbeing.
For society to function properly, everyone must be able to trust measurement results. Consumers need confidence that they are paying the correct price, businesses rely on fair competition, and regulators must ensure that laws are applied correctly and transparently.
What is Metrology?
Metrology is the science of measurement. It deals with:
Its purpose is to ensure that measurements are accurate, consistent, and reliable, especially in areas that affect:
What is Legal Metrology?
Legal metrology is the part of metrology that is regulated by law. A measurement has legal importance when it affects the rights or interests of consumers or businesses, for example, when it is used to determine the price, quantity, or quality of a product or service.
Legal metrology originally developed to guarantee fair trade, but today it covers many areas that impact the wellbeing of society. Accurate measuring equipment is essential to protect consumers and to ensure fair competition between businesses.
Who is Responsible for Legal Metrology in Malta?
In Malta, legal metrology is a state function carried out by the MCCAA.
Legal metrology includes all activities where the law sets requirements for:
These activities are performed by, or on behalf of, governmental authorities to ensure that measurement results can be trusted within the national regulatory framework.
Which Measuring Instruments are Checked?
Not all measuring instruments are subject to legal control. Priority is given to instruments that:
Based on these criteria, a number of measuring instruments have been placed under metrological control since 2011. Enforcement of these rules began that year and continues to expand as more officers are recruited.
Current Areas of Control and Verification
The main areas currently covered include:
These instruments are checked systematically to ensure they meet legal accuracy requirements.
Legal Framework
The measuring instruments covered, the date when controls started, and how often verifications are carried out are set out in Legal Notice 223 of 2011.
Online shopping provides consumers with convenience, access to a wide variety of products and services, and the flexibility to make purchases at any time.
However, despite these advantages, online shopping also carries certain risks, including issues related to product quality, delivery delays, fraud, and difficulties in returning goods. For this reason, consumers are encouraged to safeguard their financial interests by being aware of their legal rights and obligations when purchasing online.
The rights applicable to online purchases cover transactions made with both local online sellers and traders established in other EU Member States, ensuring a consistent level of consumer protection across the internal market.
Online shopping is regulated by the Consumer Rights Regulations, which set out the legal framework governing distance sales, including key provisions on information requirements, withdrawal rights, delivery obligations, and remedies in cases of defective goods or non-performance.
The right of Withdrawal
When purchasing goods or services online, consumers are legally entitled to a 14-day withdrawal period. During this time, they may change their mind, cancel the contract, and request a refund of any payments made.
How to cancel a sale
The most effective way to cancel an online sale is to complete the withdrawal form provided by the seller at the time of purchase or to follow the cancellation procedure set out by the trader. Alternatively, consumers may cancel by writing directly to the seller and clearly informing them of their intention to withdraw from the contract.
Returning unwanted goods
Unwanted goods must be returned to the seller within 14 days from the date on which the consumer informs the seller of the decision to withdraw from the purchase.
Before returning items, consumers should check whether the seller has provided specific return instructions. While goods are not required to be returned in their original packaging, consumers must take reasonable care to ensure they are not damaged in transit, as they may be held liable for any such damage.
The cost of returning unwanted goods is generally borne by the consumer. However, this must be clearly communicated in the terms and conditions of the sale; otherwise, the cost falls on the seller. Where goods cannot reasonably be returned by post, such as bulky items, the seller must provide information on the actual return costs.
The trader is required to issue a refund within 14 days from the date they are informed of the cancellation. However, unless the trader has offered to collect the goods, they may withhold the refund until the goods are received or until proof of return is provided.
Right of withdrawal exceptions
Certain purchases are not covered by the right of withdrawal. These exceptions include:
The right to clear information
Online sellers are required to provide consumers with clear and detailed pre-contractual information before a purchase is concluded.
The trader must clearly communicate the main characteristics of the goods or services, as well as their name and address. They must also provide the total price, including taxes and any additional charges, together with details on the payment method.
Information must also be given on delivery arrangements for goods, or the timing of service performance, as applicable. Where relevant, the duration of the contract and the conditions for termination of long-term or indefinite contracts must also be specified.
In addition, consumers must be informed of any applicable right of withdrawal, the existence of the legal guarantee of conformity, and any available commercial guarantees or after-sales services.
Delivery problems
Goods ordered online must be delivered by the date specified in the sales contract. If the seller fails to meet this deadline, the consumer may cancel the order and request a full refund of any payments made.
Where no delivery date is agreed, goods must be delivered within 30 days from the date of purchase. If delivery does not take place within this period, the consumer may set an additional deadline for delivery. Should the trader still fail to deliver within this extended timeframe, the consumer may cancel the contract.
Consumers are also entitled to cancel the contract if the seller informs them that delivery will not take place or is no longer possible.
The right to redress
If a product purchased online is found to be faulty or not as described at the time of sale, consumers are entitled to the same legal rights as when buying from a physical shop. This includes the right to request a remedy, which may consist of repair or replacement, or, where appropriate, a partial or full refund.
Online sellers, like any other traders, remain liable for defects that become apparent within two years from the date of purchase.
Online shopping safety tips for consumers
In case of problems, consumers should first contact the seller to seek a solution, and if unresolved, they may escalate the complaint to the MCCAA (for local sellers) or the European Consumer Centre Malta (for EU-based traders).
A travel package is a combination of at least two different types of travel services for the same trip or holiday. These travel services include:
When these services are purchased from a travel agency or through linked travel arrangements concluded within 24 hours of the first booking, the purchase is covered by the Package Travel and Linked Travel Arrangements Regulations.
Pre-contractual information
Before purchasing a package holiday consumers have the right to be provided with the following information:
The pre-contractual information provided to the consumer by the package organiser is legally binding and cannot be changed unless otherwise agreed by both parties.
When a deposit is made for the purchase of a package holiday the travel agency must provide consumers with an insolvency fund certificate which entitles them to claim a refund of the money paid should the agency go out of business.
Changes in booked holidays
Consumers have specific rights if the package organiser changes an essential part of the holiday and informs them about these changes after the holiday is booked and the deposit paid.
If the change in the package holiday is a significant one, consumers should be offered the following choices:
The Regulations state that the package organiser can only increase the price of the package when there are additional charges directly related to transport costs, taxes or the exchange rate.
If this increase exceeds 8% of the total price of the package and consumers feel that this is not acceptable, they may opt to terminate the contract without paying a termination fee.
In any case, the price stated in the contract cannot be increased during the 20 days before the start of the package.
Legal remedies
The organiser is responsible for the performance of the travel services included in the package travel contract, irrespective of whether the services are to be performed by the organiser or by other travel service providers.
Any lack of conformity with the original package purchased must be remedied through alternative arrangements unless it is impossible or entails disproportionate costs on the organiser.
If the alternative arrangements offered by the organiser are of a lesser value than the ones originally booked, consumers are entitled to proportionate compensation.
If a remedy is not provided within a reasonable period of time consumers may make alternative arrangements and request a refund of the additional costs incurred.
Consumers may also claim compensation or price reduction when the organiser’s proposed alternative arrangements are not acceptable.
Financial compensation does not apply when the lack of conformity is due to unavoidable and extraordinary circumstances beyond the organiser’s control.
Lodge a complaint
Problems that crop up during a holiday must be reported immediately to the package organiser.
The organiser must be given the possibility to fix the problem.
If an immediate solution is not possible, then the complaint should be put in writing and sent to the organiser. It is also advisable to gather as much evidence as possible to support one’s case.
If the organiser does not deal with the complaint adequately, consumers may then lodge a complaint with the Office for Consumer Affairs.
Regulation (EU) 2021/782 establishes rules on the rights and obligations of passengers travelling by rail within the European Union. Its aim is to strengthen and harmonise passenger rights across the EU, ensuring fair treatment, access to information, and assistance in case of delays, cancellations, or other travel disruptions.
The Regulation applies to all rail services within the EU and defines the respective responsibilities of railway undertakings, station managers, infrastructure managers, ticket vendors, and tour operators.
Applicability of the Regulation in Malta
Article 31(4) of Regulation (EU) 2021/782 specifies that the enforcement obligations concerning station managers, infrastructure managers, and railway undertakings do not apply to Malta for as long as no railway system or licensed railway undertaking exists within Maltese territory.
Therefore, in Malta, the Regulation applies only to ticket vendors and tour operators. These entities remain bound by several obligations under the Regulation, particularly obligations related to:
Making a Complaint
If you are not satisfied with how your rights have been applied by an operator you must:
Complaints can be submitted through the MCCAA online complaint form, including evidence of your contact with the trader.
Travelling in another European Member State
If you travel by train in another EU Member State, you are covered by the rights of Regulation (EU) 2021/782 — including assistance and compensation in case of delays.
Learn more on the Your Europe portal.
Enforcement of Legislation
The Authority, depending on the type and amount of the complaints received, may conduct an investigation to determine whether there were any breaches of the Regulations and can initiate enforcement proceedings against the operator for breaches of the Regulation which can result in the imposition of sanctions. Such proceedings are commenced by means of judicial proceedings.
Activity Reports
Regulation (EU) 1177/2010 establishes rules for the protection of passengers when travelling by sea and inland waterways. The Regulation applies for passengers travelling by maritime services:
The Regulation does not apply to certain categories of waterborne services, namely to:
Regulation (EU) 1177/2010 guarantees the following rights to passengers making use of maritime services falling within the scope of this Regulation:
Right to Information – passengers must be provided with adequate information on their rights both before and during their journey, including the contact details of national enforcement bodies and accessibility for persons with reduced mobility.
Right to non-discriminatory conditions – carriers and ticket vendors are not to impose any contract conditions or tariffs in a way to discriminate directly or indirectly against any person on the basis of their nationality or place of residence.
Right to care and assistance – in the case of cancellation or delay of 90 minutes or more, passengers are to be offered assistance, snacks and refreshments free of charge in proportion of the waiting time;
Right to Re-routing and Reimbursement – if there is a delay of more than 90 minutes passengers have a right to choose between a refund of the ticket price, and if applicable, a free return journey back to the original point of departure; or re-routing, under similar conditions, to the final destination at the earliest opportunity and at no extra cost.
Right to request partial compensation of the Ticket Price – depending on the time of arrival at the final destination passengers may request a compensation of either 25-50% of the ticket price.
Rights of Disabled Passengers and Passengers with Reduced Mobility – in addition to the general passenger rights, disabled persons and passengers with reduced mobility have the following rights:
Carriers/travel agents/tour operators cannot refuse a booking or refuse to provide a ticket or deny boarding to any person on the grounds of their disability or reduced
Right to submit complaints to carriers and National Enforcement Bodies – carriers and terminal operators must have a complaint handling mechanism available to all passengers.
Independent national bodies must be established in each Member State to ensure the enforcement of the Regulation and, where appropriate, the application of penalties. A list of the designated National Enforcement Bodies can be found here.
Further details about the applicable passenger rights can be found can be found on this link of the Your Europe portal.
Making a Complaint
If you are not satisfied with how your rights have been applied by an operator you must:-
What is required to process a complaint
When submitting a complaint to MCCAA, passengers are requested to forward with their complaint any relevant documentation related to their claim including proof that an attempt has been made to resolve the issue with the operator.
As part of the individual redress provided by the Authority, once a complaint is submitted an acknowledgement is sent within 2 days of submitting the complaint. The Authority will review the case and will contact the operator on the complainant’s behalf giving him a timeframe to reply. Usually, a period of 15 days is allowed for complaint handling communication to take place, which period can be extended upon request from the complainant. The MCCAA will be reviewing the submissions made by the operator in the light of the applicable legislation. The outcome of the complaint handling mechanism is to reach to an amicable agreement between the parties. Complaints can be submitted by filling in the online form or by sending an email on the dedicated email address seapassengerrights.mccaa@mccaa.org.mt.
Alternatively, you can submit your complaint to the MCCAA ADR Solution, which is the Residual ADR Body competent to handle disputes where there are no sector specific ADR entities. Full details on how to submit a dispute through the MCCAA ADR Solution is through the following link: https://adr.mccaa.org.mt/
Enforcement of Legislation
The Authority, depending on the type and amount of the complaints received, may conduct an investigation to determine whether there were any breaches of the Regulations and can initiate enforcement proceedings against the operator for breaches of the Regulation which can result in the imposition of sanctions. Such proceedings are commenced by means of judicial proceedings.
(The below are the reports we discussed. If you cannot feature them as they are on the same page, you can put them in the ‘Publications’ section. As agreed, you can just list the last three, if you cannot include them all).
Activity Reports
Air, land, sea, and rail passengers are each protected by dedicated sets of rights that outline what travellers are entitled to when journeys are delayed, cancelled, or disrupted. These frameworks typically cover issues such as compensation, assistance during long waits, rerouting options, and clear communication from transport operators. Similar protections apply to package holidays, where travellers booking combined travel and accommodation benefit from rules that guarantee transparent pricing, accurate pre-contract information, and support if any part of the holiday changes unexpectedly. Together, these legal frameworks provide a consistent safety net, enabling travellers to deal with disruptions confidently across all major forms of transport and organised travel arrangements.
When travelling by air, passengers may encounter various problems that hinder them from boarding their flight and arrive at their destination on time. The most common problems include: delays, cancellations or overbooking.
Passengers may also face issues with their luggage, as well as concerns at the booking stage, particularly regarding the final price of the ticket.
Delay
Care and assistance
If an airline expects that your flight will be delayed beyond the scheduled departure time, passengers are entitled to meals and refreshments, in proportion to the waiting time, as well as two free telephone calls, emails or faxes. These entitlements depend on the length of the delay and the distance of the flight as follows:
Where the expected departure time is postponed to at least the day after the originally scheduled departure, passengers are also entitled to hotel accommodation and transport between the airport and the place of accommodation, if an overnight stay is necessary.
Airlines are required to provide this assistance free of charge during the waiting period. In the event of disruption, passengers should make themselves known to the airline to avoid having to make their own arrangements. Airlines should also ensure that, where available, accommodation is accessible to persons with disabilities and their service dogs.
If assistance is not provided and passengers make their own arrangements for meals and refreshments, the airline should reimburse the costs, provided that the expenses are necessary, reasonable, and appropriate. All receipts should be retained for this purpose. The right to assistance applies only for as long as passengers are required to wait for re-routing, under comparable transport conditions, to their final destination at the earliest opportunity, or for a return flight. In exceptional circumstances, the airline may limit or refuse assistance if providing it would cause further delays to passengers awaiting an alternative or delayed flight.
Flight ticket refund or re-routing
When a flight is delayed for more than five (5) hours, passengers must be offered a choice between:
Financial compensation
In cases where delays exceed three hours, passengers are entitled to financial compensation.
The monetary compensation varies from €250 to €600 depending on the length of the flight. The distance for compensation is calculated from the first point of denied boarding and the final destination.
The financial compensation is reduced by half when the airline offers re-routing to the final destination and passengers arrive at the final destination close to the original arrival time. Such as:
In cases of “extraordinary circumstances,” passengers are not entitled to financial compensation where a flight is delayed due to events beyond the airline’s control. Such circumstances include political instability, meteorological conditions incompatible with the operation of the flight, security risks, unexpected flight safety deficiencies, and strikes affecting the operation of the carrier.
Cancellation
In the event of a flight cancellation, passengers’ rights depend on when they are informed of the cancellation. Where a flight is cancelled without prior notice, passengers must be offered a choice between a full refund and re-routing on an alternative flight. In such cases, they are also entitled to care and assistance, as well as financial compensation where applicable.
Flight ticket refund or re-routing
If an airline cancels a flight, passengers should be offered a choice between:
Financial compensation
Unless passengers are informed of the cancellation at least 14 days before the scheduled departure, or are offered re-routing that allows them to arrive close to the original departure and arrival times, they are entitled to financial compensation.
The monetary compensation ranges from €250 to €600 depending on the length of the flight. The distance used for calculating compensation is measured from the first point of denied boarding to the final destination.
Compensation may be reduced by 50% where the airline offers re-routing to the final destination and the passenger arrives close to the originally scheduled arrival time, namely:
In cases of “extraordinary circumstances,” passengers are not entitled to financial compensation where a flight is cancelled due to events beyond the airline’s control. Such circumstances include political instability, meteorological conditions incompatible with the operation of the flight, security risks, unexpected flight safety shortcomings, and strikes affecting the operation of the carrier.
Overbooking
An airline may deny passengers from boarding the aircraft due to overbooking. In such cases, the airline must first call for volunteers willing to give up their seats in exchange for agreed compensation or other benefits. Volunteers are also entitled to choose between an alternative flight or a refund of the unused ticket.
If an insufficient number of volunteers come forward, the airline may deny boarding to passengers. Those affected must be offered a choice between an alternative flight or a refund, and are also entitled to financial compensation, as well as care and assistance while waiting at the airport.
Care and assistance
When a flight is overbooked and passengers are required to wait at the airport for an alternative flight, they are entitled to care and assistance proportionate to the waiting time
Flight ticket refund or re-routing
Where an airline denies boarding to a passenger holding a valid ticket who has checked in on time, the passenger must be offered a choice between a full reimbursement of the ticket cost, together with a return flight to the first point of departure where applicable, or re-routing under comparable transport conditions to the final destination at the earliest opportunity or at a later date convenient to the passenger, subject to seat availability.
Financial compensation
In cases of denied boarding due to overbooking, passengers are entitled to monetary compensation ranging from €250 to €600, depending on the length of the flight. The distance used for calculating compensation is measured from the point of denied boarding to the final destination.
Compensation may be reduced by 50% where the airline offers re-routing to the final destination and the passenger arrives close to the originally scheduled arrival time, namely:
Luggage problems
Passengers are also entitled to claim financial compensation if their luggage is lost, damaged, or delayed. To be eligible for a remedy or compensation, a Property Irregularity Report must be completed at the airport.
Furthermore, to claim compensation for damaged luggage, passengers must submit a written complaint to the airline within seven (7) days of receiving the damaged baggage.
In cases of delayed luggage, a written complaint must be submitted no later than twenty-one (21) days. If passengers need to purchase essential items such as toiletries while waiting for their luggage, all receipts should be retained in order to claim reimbursement of the expenses incurred.
In cases of lost luggage, passengers are entitled to compensation for the value of the baggage. The complaint must be submitted within seven (7) days from the date the baggage is declared lost.
Price transparency
When purchasing a flight ticket, passengers must be clearly informed of the final price. This price must include the airfare as well as all applicable taxes, charges, surcharges, and fees that are unavoidable and foreseeable at the time of publication. Where optional price supplements are offered, passengers must be clearly informed of these at the beginning of the booking process, and acceptance of such additional charges must be on an “opt-in” basis.
Lodge a complaintIf air passenger rights are not adhered to by the airline, passengers should first submit a complaint directly to the airline, including the booking reference, any reference number, and their ID or passport number. If no response is received within six weeks, the passenger may then contact the MCCAA by email at airpassengerrights.mccaa@mccaa.org.mt.
Regulation (EU) 181/2011 establishes rules for the rights of passengers when travelling by bus and coach transport. Its aim is to regulate and improve the rights of passengers when travelling by bus and coach transport. It applies to regular services for non-specified categories of passengers where the boarding or the alighting point of the passengers is situated in the territory of a Member State and where the scheduled distance of the service is 250km or more.
With regards to occasional services, the Regulation applies only with regards to non-discriminatory conditions on the basis of nationality or place of residents; and for compensation and assistance in the event of accidents. Occasional services are defined as bus and coach services which do not fall within the definition of regular services and the main characteristics of which is the carriage by bus or coach of groups of passengers constituted on the initiative of the consumer or the carrier himself.
The applicability of the Regulation to Malta is limited in that no bus and coach service operating on the Maltese territory is of a distance of 250km or more. Consequently, in respect of Malta, the following are the rights applicable to all bus and coach services:-
Making a Complaint
If you are not satisfied with how your rights have been applied by an operator you must:-
What is required to process a complaint
When submitting a complaint to MCCAA, passengers are requested to forward with their complaint any relevant documentation related to their claim including proof that an attempt has been made to resolve the issue with the operator.
As part of the individual redress provided by the Authority, once a complaint is submitted an acknowledgement is sent within 2 days of submitting the complaint. The Authority will review the case and will contact the operator on the complainant’s behalf giving him a timeframe to reply. Usually, a period of 15 days is allowed for complaint handling communication to take place, which period can be extended upon request from the complainant. The MCCAA will be reviewing the submissions made by the operator in the light of the applicable legislation. The outcome of the complaint handling mechanism is to reach to an amicable agreement between the parties. Complaints can be submitted by filling in the online form.
Alternatively, you can submit your complaint to the MCCAA ADR Solution, which is the Residual ADR Body competent to handle disputes where there are no sector specific ADR entities. Full details on how to submit a dispute through the MCCAA ADR Solution is through the following link: https://adr.mccaa.org.mt/
Travelling in another European Member State
If you are travelling in another European Union Member State and you are travelling a distance of more than 250km, you have additional rights under Regulation (EU) 181/2011.
Details about the applicable passenger rights and how consumer rights can be claimed can be found on this link of the European Commission ‘Your Europe’ portal.
If you would like to get in touch with the MCCAA, you can do so by filling in our CONTACT US form.
Enforcement of Legislation
The Authority, depending on the type and amount of the complaints received, may conduct an investigation to determine whether there were any breaches of the Regulations and can initiate enforcement proceedings against the operator for breaches of Regulation (EC) 181/2011 which can result in the imposition of sanctions. Such proceedings are commenced by means of judicial proceedings.
Activity Report 2015:
Rights of passengers travelling by bus and coach (Regulation (EU) No 181/2011)
Activity Report 2017:
Rights of passengers travelling by bus and coach (Regulation (EU) No 181/2011)
Activity Report 2019:
Rights of passengers travelling by bus and coach (Regulation (EU) No 181/2011)
Activity Report 2021:
Rights of passengers travelling by bus and coach (Regulation (EU) No 181/2011)
Activity Report 2023:
Rights of passengers travelling by bus and coach (Regulation (EU) No 181/2011)
Activity Report 2025:
Rights of Passengers Travelling by Bus and Coach Regulation (EU) No. 181/2011
