Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • silvercar
    • By silvercar 2nd Oct 17, 8:55 AM
    • 36,180Posts
    • 152,903Thanks
    silvercar
    74 WOW
    Monarch Airlines stops trading - latest info and your rights
    • #1
    • 2nd Oct 17, 8:55 AM
    74 WOW
    Monarch Airlines stops trading - latest info and your rights 2nd Oct 17 at 8:55 AM
    Official MoneySavingExpert article:

    Monarch Airlines help

    We're updating this guide throughout the day with answers to new questions when we get them. If you have a question not answered in that guide post it below and we'll do our best to help.

    Huge thanks to silvercar for starting this discussion thread as Monarch news has been changing so quickly. Also see our Section 75 refunds and Visa, Mastercard & Amex Chargeback guides.

    Watch Martin's tips for fighting your corner if your chargeback request is rejected:

    Last edited by MSE Andrea; 11-10-2017 at 10:33 AM.
    I'm a Board Guide on the Debate House Prices & the Economy, House Buying, Renting & Selling, Mortgages and Endowments, In My Home incl DIY, Overseas Holidays & Student boards.
    I volunteer to help get your forum questions answered and keep the forum running smoothly.
    Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com. Any views are mine and not the official line of moneysavingexpert.com.
Page 11
    • N4t4lie
    • By N4t4lie 4th Oct 17, 5:35 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    Me again. Having been back on to the agents we booked with. No alternative flights and no other suitable alternatives we have accepted the offer of a full refund, ATOL protected booking (verbally via phone calls) and told it could be up to 6 weeks.

    Should I also get some written confirmation or forms etc I need to fill in?
    Originally posted by neenaww
    Just ask them to confirm what they said on the phone to you in writing even if it's just an email, or if they are a bit busy put down what they said to you in an email and get them to confirm that what you understand is correct.

    Should be fine, but no harm in covering all the bases.
    • N4t4lie
    • By N4t4lie 4th Oct 17, 5:46 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    No, I paid £200.00 for two return flights. I want to know what the Section 75 threshold is. Is £100.00 covered, or does it have to be £100.01?
    Originally posted by RupertBearo
    Also depends if they treat it as a return flight for £100 or out flight a 'x' plus return at 'y' equalling £100. It is indeed a grey area.

    I'd say if they saw £100 then it would be covered as that would really be splitting hairs. Do remember that you can use chargeback if they won't do a S75 claim.
    • Acemoneysaver17
    • By Acemoneysaver17 4th Oct 17, 6:02 PM
    • 9 Posts
    • 1 Thanks
    Acemoneysaver17
    Hi Tesco credit card now have an phone message asking customers to email disputes@tesco.com and including customer details, am I best to follow this process to reclaim back the cost of my package holiday
    or should I keep chasing ATOL?
    or should I fill in the MSE section 75 form for the whole package and send this to Tesco?

    This was our first package holiday in years and I shall not be booking another one!
    • IAmWales
    • By IAmWales 4th Oct 17, 6:22 PM
    • 1,812 Posts
    • 3,767 Thanks
    IAmWales
    No, I paid £200.00 for two return flights. I want to know what the Section 75 threshold is. Is £100.00 covered, or does it have to be £100.01?
    Originally posted by RupertBearo
    Strictly speaking it needs to be more than £100, so £100.01. The CCA states:

    Subsection (1) does not apply to a claim—
    ...
    (b)so far as the claim relates to any single item to which the supplier has attached a cash price not exceeding £100 or more than £30,000
    A claim not exceeding £100 would not be covered.

    You should still contact your bank, as they may be less strict in their interpretation.
    • JT Halifax
    • By JT Halifax 4th Oct 17, 6:28 PM
    • 3 Posts
    • 0 Thanks
    JT Halifax
    Hi Tesco credit card now have an phone message asking customers to email disputes@tesco.com and including customer details, am I best to follow this process to reclaim back the cost of my package holiday
    or should I keep chasing ATOL?
    or should I fill in the MSE section 75 form for the whole package and send this to Tesco?

    This was our first package holiday in years and I shall not be booking another one!
    Originally posted by Acemoneysaver17
    My suggestion is to see if the caa amend the credit card element of their advise for package holidays booked direct with monarch on credit card, as it has only been a day since they added it. I was advised by Sainsbury's bank to wait for any changes as their current policy was to deal with non atol protected claims.
    • bagand96
    • By bagand96 4th Oct 17, 6:29 PM
    • 2,777 Posts
    • 1,721 Thanks
    bagand96
    Credit Card vs. ATOL

    I'm sure this has come up before when LowCostHolidays went under, as well as others before it. CAA have issued the same advice in previous bankruptcies, that those who paid on credit card should go to their credit card provider for a Section 75 claim, even if they'd booked an ATOL protected trip with Monarch.

    It could do with clarifying though as obviously credit card companies and CAA are telling people to go to the other. No expert on the matter, but Section 75 is UK law, your card issuer is jointly liable with the vendor. They may try and dodge that or get out of it, but surely they are liable.

    One thing I do think, Section 75 will be the faster way to get your money back. ATOL claims will take months, when XL went under it took upwards of 6-8 months for some poeple to get their refund.
    • N4t4lie
    • By N4t4lie 4th Oct 17, 6:41 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    Hi Tesco credit card now have an phone message asking customers to email disputes@tesco.com and including customer details, am I best to follow this process to reclaim back the cost of my package holiday
    or should I keep chasing ATOL?
    or should I fill in the MSE section 75 form for the whole package and send this to Tesco?

    This was our first package holiday in years and I shall not be booking another one!
    Originally posted by Acemoneysaver17
    Who did you book the package through? If it was direct with Monarch then it looks like forms will be sent out next week to make a claim. However, the CAA web page seems to be encouraging people to go to the card provider. Clear as mud.

    It it was via another intermediary they should give a refund to you or provide you with an alternative if they can.

    In the end, pick one way to get a refund, they do cross reference and you may think your are hedging, but they may view it as fraud.

    As you purchased a package I'd say whoever is on the ATOL certificate is responsible first, but if that fails then knowing Tesco will give you a full refund using chargeback.
    • N4t4lie
    • By N4t4lie 4th Oct 17, 6:46 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    Credit Card vs. ATOL

    I'm sure this has come up before when LowCostHolidays went under, as well as others before it. CAA have issued the same advice in previous bankruptcies, that those who paid on credit card should go to their credit card provider for a Section 75 claim, even if they'd booked an ATOL protected trip with Monarch.

    It could do with clarifying though as obviously credit card companies and CAA are telling people to go to the other. No expert on the matter, but Section 75 is UK law, your card issuer is jointly liable with the vendor. They may try and dodge that or get out of it, but surely they are liable.

    One thing I do think, Section 75 will be the faster way to get your money back. ATOL claims will take months, when XL went under it took upwards of 6-8 months for some poeple to get their refund.
    Originally posted by bagand96
    In the case of LCH there was no ATOL cover, a lot of us were very surprised to get a refund and find out we were so well protected. Many however did not get refunds, especially those that paid with bank transfers and ATOL will cover those in this instance who booked packages.

    A fair point re claiming through ATOL and the timescale though I had no idea it took so long.

    It should also be noted that when using chargeback it is standard to make the payment with a caveat that it can be taken back in up to 100 days so maybe S75 is better?
    • carolec
    • By carolec 4th Oct 17, 6:46 PM
    • 21 Posts
    • 14 Thanks
    carolec
    I didn't get any response to my original post so I am reposting in the hope that someone can help.

    I booked flights back in January for travel in December for myself and my husband. At the time it was cheaper to book the flights separately rather than on a joint booking. Both flights were over £100 and both were paid for using a credit card in my name.

    I know I will be able to claim under Sect 75 for my booking but I am unsure if I can claim for my husband. If I can, do I make one claim for the total amount or do I do 2 separate claims? Or does my husband have to make his own claim even though his flight was paid for using my card? I'm so confused ��.

    Also, I have now booked alternative flights but at a considerable higher price than the original Monarch ones. Can I claim for the difference?

    Thanks in advance for any help that is provided.
    • Acemoneysaver17
    • By Acemoneysaver17 4th Oct 17, 6:56 PM
    • 9 Posts
    • 1 Thanks
    Acemoneysaver17
    Hi N4t4lie we booked direct with Monarch Holidays using Tesco Credit card and have the ATOL certificate.

    I just feel as though we are being sent on a wild goose chase by ATOL.

    Just want to do this as simply as possible- is Section 75 the best bet?

    Thank you for your help - it's much appreciated!
    Last edited by Acemoneysaver17; 04-10-2017 at 7:03 PM. Reason: Add more information
    • silvercar
    • By silvercar 4th Oct 17, 7:01 PM
    • 36,180 Posts
    • 152,903 Thanks
    silvercar
    I know I will be able to claim under Sect 75 for my booking but I am unsure if I can claim for my husband. If I can, do I make one claim for the total amount or do I do 2 separate claims? Or does my husband have to make his own claim even though his flight was paid for using my card? I'm so confused ��.
    Your credit card, your claim. You are claiming because what you paid has not been provided and the CC company is jointly liable. You paid for 2 seats on a flight and neither have been provided. You bought them so you claim.

    (It is confusing because delayed flight compensation is the opposite ie the person delayed receives the compensation.)


    Also, I have now booked alternative flights but at a considerable higher price than the original Monarch ones. Can I claim for the difference?
    No. There is no compensation for you choosing to book an alternative rather than just receiving a refund.
    I'm a Board Guide on the Debate House Prices & the Economy, House Buying, Renting & Selling, Mortgages and Endowments, In My Home incl DIY, Overseas Holidays & Student boards.
    I volunteer to help get your forum questions answered and keep the forum running smoothly.
    Board guides are not moderators and don't read every post. If you spot an abusive or illegal post then please report it to forumteam@moneysavingexpert.com. Any views are mine and not the official line of moneysavingexpert.com.
    • carolec
    • By carolec 4th Oct 17, 7:09 PM
    • 21 Posts
    • 14 Thanks
    carolec
    Thanks Silvercar for your response. Can you confirm that I make just the one claim for the total amount not 2 separate claims as the flights were on different booking references and 2 separate payments went through my credit card.
    Last edited by carolec; 04-10-2017 at 7:13 PM. Reason: Typo
    • N4t4lie
    • By N4t4lie 4th Oct 17, 7:13 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    I didn't get any response to my original post so I am reposting in the hope that someone can help.

    I booked flights back in January for travel in December for myself and my husband. At the time it was cheaper to book the flights separately rather than on a joint booking. Both flights were over £100 and both were paid for using a credit card in my name.

    I know I will be able to claim under Sect 75 for my booking but I am unsure if I can claim for my husband. If I can, do I make one claim for the total amount or do I do 2 separate claims? Or does my husband have to make his own claim even though his flight was paid for using my card? I'm so confused ��.

    Also, I have now booked alternative flights but at a considerable higher price than the original Monarch ones. Can I claim for the difference?

    Thanks in advance for any help that is provided.
    Originally posted by carolec
    I'd assume as it is on your card that you can claim for both, it'll be two claims, but they do both qualify independently. I'm not sure how anyone else would be allowed to make a claim on your card.

    As for the extra, it's worth a try as S75 can cover incidental costs associated with the original purchase. Now I know when Low Cost went under people that paid more for the same accommodation to be able to go on holiday (their flights were still available and paid for) and S75 covered it, each case is individual though and nothing to lose by trying.
    • silvercar
    • By silvercar 4th Oct 17, 7:25 PM
    • 36,180 Posts
    • 152,903 Thanks
    silvercar
    Thanks Silvercar for your response. Can you confirm that I make just the one claim for the total amount not 2 separate claims as the flights were on different booking references and 2 separate payments went through my credit card.
    Originally posted by carolec
    Don't know sorry. I would have guessed at one claim. When I book BA flights for 2 people they show as 2 entries on my Amex statement. Also anyone paying a deposit and final payment would make one claim, even though there are 2 credit card entries. So I would have thought one claim, but I'm guessing here.
    • 123corrie
    • By 123corrie 4th Oct 17, 7:26 PM
    • 3 Posts
    • 0 Thanks
    123corrie
    Sandtander bank "Charge Back" works! (pending) & Tesco club card boost refunded!!
    wow ..thanks for the advice Martin:.. Santander Bank refused me on Monday 2nd Oct when contacted about my debit purchase on flights by Monarch Airlines saying contact Monarch?!!. Phoned Tesco same day & they refunded my club cards boosts points on Monoach vouchers ( well done Tesco) immediately.On your webpage advice today I got a different story from Santander bank & they are taking up charge back refund pending wait for it ....I have proof of Monarch Airlines have ceased trading and gone into receivership!. Don't the Santander customer recovery dept read the media?.Anyway rebooked my inflated "cash in" flights with Jet2 and lets hope they don't nose dive under before I fly to sunny Fueteventura in November!
    • goforgold58
    • By goforgold58 4th Oct 17, 7:28 PM
    • 7 Posts
    • 0 Thanks
    goforgold58
    Monarch - Santander Credit Card
    My apologies if this question has already arisen and been answered.

    I booked a one way flight with Monarch for myself and my partner, using our Credit Card in July - I am the main Card Holder. The amount was £151.60.

    Santander asked me who were the tickets for and I explained they were for myself and my partner. They told me that as there were 2 tickets bought the cost has to be split between myself and my Partner and it is then under £100 and I have no claim. I explained it was out of our joint account and he was the Second Card Holder and he said that made no difference, I am the main Card Holder and I would only be entitled to get back my part of the ticket (if it was over £100). My Partner would have no Claim. As it happens, I paid via PayPal and they are going to refund the WHOLE of the monies. Well done PayPal, I will pay everything by PayPal whenever possible.

    I cannot understand this, who ever buys separate tickets when booking a flight together with separate Credit Cards? What if you are a couple with 2 children? Only the Card Holder would be entitled to get back a quarter of the cost of the flights?

    Does anyone know if the above is correct? Santander Credit Card insisted this was correct. Although I will get my money back from PayPal, I really would like to know if Santander are correct. I would have thought if you buy tickets and they are over £100, then you would have a claim. Not have to split the cost between whoever is travelling with you.

    Thanks for any help here.
    Last edited by goforgold58; 04-10-2017 at 7:35 PM.
    • N4t4lie
    • By N4t4lie 4th Oct 17, 7:31 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    Hi N4t4lie we booked direct with Monarch Holidays using Tesco Credit card and have the ATOL certificate.

    I just feel as though we are being sent on a wild goose chase by ATOL.

    Just want to do this as simply as possible- is Section 75 the best bet?

    Thank you for your help - it's much appreciated!
    Originally posted by Acemoneysaver17
    I can empathise, Tesco's help pages say if it was a package with Monarch then you need to use ATOL and I'm inclined to agree with them else what is the point of having ATOL protection (unless you are stranded abroad, the repatriation is worth the £2.50 per booking in this case). I am a bit baffled that ATOL are sending people to card companies in the first instance, I assume there is a reason, but it's not clear.

    Have you been able to speak to Tesco to see if they are aware the CAA is sending ATOL protected people to them first?

    Maybe wait till you see if you get the CAA form, I'd always assume that insurance pays out and S75 and chargeback are a last resort to get a refund. Remember someone has to pick up the bill in the end.
    • gardenerswife
    • By gardenerswife 4th Oct 17, 7:34 PM
    • 88 Posts
    • 40 Thanks
    gardenerswife
    Holiday booked with Thomas Cook with Monach flights
    Hi hope someone can give advice
    Have booked a holiday for 2018 through travel agents - obviously flights no longer happening so I have contacted Thomas Cook to ask what happens
    They have told me if I cancel i will loose deposit of 200 per person
    They have offered alternative flights - rubbish times and not local airport so cost to me and the flight times mean I loose a day of my holiday.
    Any changes outside of what they have offered me will be at my cost - does anyone know if all of this is correct?

    Thanks in advance
    • gazza007
    • By gazza007 4th Oct 17, 7:36 PM
    • 245 Posts
    • 44 Thanks
    gazza007
    I did post earlier but just want to clarify something
    Is this the email that entitles me to return passage?

    CAA


    Dear Customer
    We regret to inform you that Monarch Airlines has ceased trading. All future flights and holidays with Monarch Airlines are cancelled.

    This message is from the Civil Aviation Authority and we have been asked by the UK Government to arrange for all Monarch Airlines customers due to return home within the next two weeks, to be flown back to the UK on new flights at the end of your holiday, at no cost to you.


    Please do not go to the airport until your new flight is confirmed on our website.
    Monarch.caa.co.uk

    If you have booked with Monarch Holidays, your holiday is ATOL protected and we are also arranging for you to remain in your original accommodation and return home on a new flight at the end of your holiday as planned, at no cost to you. We will be contacting your accommodation provider to ensure you can remain in your current accommodation but if you have any problems, please call: +44 1753 330330 from overseas. If your flight was part of a booking with another travel agent or tour operator, please contact them directly for advice and assistance while you wait for your replacement flight.



    For further information, please visit our website: monarch.caa.co.uk


    Regards


    The Civil Aviation Authority



    Reason.
    Had booked flight only return MAN-ACE-MAN 3-7 Oct. luckily sourced new flights last minute but had to extend stay for return leg. Now email has arrived after after left I can save money on stay by coming home as planned as Hotel will allow me to cancel extended stay.
    • N4t4lie
    • By N4t4lie 4th Oct 17, 7:36 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    My apologies if this question has already arisen and been answered.

    I booked a one way flight with Monarch for myself and my partner, using our Credit Card in July - I am the main Card Holder. The amount was £151.60.

    Santander asked me who were the tickets for and I explained they were for myself and my partner. They told me that as there were 2 tickets bought the cost has to be split between myself and my Partner and it is then under £100 and I have no claim. I explained it was out of our joint account and he said that made no difference, I am the main Card Holder and I would only be entitled to get my part of the ticket (if it was over £100)

    I cannot understand this, who ever buys separate tickets when booking a flight together? What is you are a couple with 2 children? Only the Card Holder would get back a quarter of the cost of the flights?

    Does anyone know if the above is correct? Santander Credit Card insisted this was correct.

    Thanks for any help here.
    Originally posted by goforgold58
    That is true if you are trying to claim under Section 75. Claim using chargeback and this rule doesn't apply. Bit naughty of them to make out you had no way to get a refund. Send the template letter for chargeback on the main web site to them recorded delivery and hope it hits the right desk.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

387Posts Today

1,881Users online

Martin's Twitter