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  • FIRST POST
    • silvercar
    • By silvercar 2nd Oct 17, 8:55 AM
    • 36,208Posts
    • 153,068Thanks
    silvercar
    0 WOW
    Monarch Airlines stops trading - latest info and your rights
    • #1
    • 2nd Oct 17, 8:55 AM
    0 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 12
    • utigers
    • By utigers 4th Oct 17, 7:36 PM
    • 220 Posts
    • 52 Thanks
    utigers
    Any news on Last Minutes stance? Got one Easy jet flight and one Monarch, would like to switch out of these for different flights but I cannot get through!
    • skyestar
    • By skyestar 4th Oct 17, 7:37 PM
    • 1 Posts
    • 0 Thanks
    skyestar
    Advice ?
    I booked 4 return flight only tickets from Monarch on 3/2/17 total cost £835.20 to fly to Alicante on 14/10/17. I paid for these via my pay pal account which deducted the money from my Lloyds Bank Debit Card.

    I spoke to Paypal on 2/10/17 and was informed it was outside of their 180dy policy and to contact my Debit Card company which I have but they took my details and said they would be in touch within 10dys to 6 wks!

    I appreciate it is chaos currently but are Lloyds who provide my debit card likely to refuse on the grounds I paid via PayPal rather than direct with the card to Monarch?

    Any advice would be appreciated
    • DFSdelboy
    • By DFSdelboy 4th Oct 17, 7:42 PM
    • 1 Posts
    • 1 Thanks
    DFSdelboy
    Credit Card Reclaim
    Everything is branded as Monarch but the credit card payment is branded on the statement as Cosmos. Will this create issues when trying to claim a CC refund?
    • N4t4lie
    • By N4t4lie 4th Oct 17, 7:46 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    I booked 4 return flight only tickets from Monarch on 3/2/17 total cost £835.20 to fly to Alicante on 14/10/17. I paid for these via my pay pal account which deducted the money from my Lloyds Bank Debit Card.

    I spoke to Paypal on 2/10/17 and was informed it was outside of their 180dy policy and to contact my Debit Card company which I have but they took my details and said they would be in touch within 10dys to 6 wks!

    I appreciate it is chaos currently but are Lloyds who provide my debit card likely to refuse on the grounds I paid via PayPal rather than direct with the card to Monarch?

    Any advice would be appreciated
    Originally posted by skyestar
    Intermediary rules only apply to Section 75 claims.

    As you are not covered by Paypal's 180 day rule then Lloyds should be able to do a chargeback for you. Have a look at the chargeback page and maybe put your evidence pack together as this is not straightforward, send it recorded delivery and if they have given you a refernce number already don't forget to quote it. Plenty of people got refunds this way when Low Cost went under, but it may take a little longer to process. Hope that helps.
    • N4t4lie
    • By N4t4lie 4th Oct 17, 7:48 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    Everything is branded as Monarch but the credit card payment is branded on the statement as Cosmos. Will this create issues when trying to claim a CC refund?
    Originally posted by DFSdelboy
    Shouldn't if you get all your evidence together. Sounds like Cosmos was acting as an intermediary to sell a Monarch holiday.
    • Candy lady
    • By Candy lady 4th Oct 17, 7:50 PM
    • 1 Posts
    • 0 Thanks
    Candy lady
    Extra legroom seats
    Hi, I had a package holiday booked with Monarch in December. Luckily we paid for the holiday on credit card so should be OK under section 75. We booked extra leg room seats for both flughts costing £108.00 all together, but paid for these on debit card.
    Do I claim this back with the credit card company as it was part of the holiday or have I just lost it?
    Thanks for any advice.
    • 123corrie
    • By 123corrie 4th Oct 17, 7:52 PM
    • 3 Posts
    • 0 Thanks
    123corrie
    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.
    Originally posted by goforgold58
    It seems for us Santander Debit card holders are at the mercy of the banks as they dont have to give us our money back, but I thought credit card holders have better rights?. It's a cop out & a crafty way of giving you your money back.i think because they are inundated by claims they are worried about the bill. Maybe Martin can gently " inforce " or "pursued" the banks to pay the full cost of all the tickets paid for and just not the card holders ticket?
    Last edited by 123corrie; 04-10-2017 at 7:58 PM. Reason: bad spelling
    • N4t4lie
    • By N4t4lie 4th Oct 17, 7:55 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    Any news on Last Minutes stance? Got one Easy jet flight and one Monarch, would like to switch out of these for different flights but I cannot get through!
    Originally posted by utigers
    People have said Lastminute are going through them in order to sort people who are due to go soonest. Sadly till you can talk to someone though it's hard to say, but when people do get through it seems they are getting results.

    The statement on their web page seems to imply you'll get a refund for the Monarch flight within 60 days, looks like your Easyjet flight is still valid and usable and probably non refundable:

    "Flight Only Customers not yet departed, departing or returning with another airline

    Should you have a flight with any other airline, this remains confirmed. If you wish to cancel this flight, please contact us and any refund will be requested, subject to the terms and conditions of the airline."
    • N4t4lie
    • By N4t4lie 4th Oct 17, 8:05 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    Hi, I had a package holiday booked with Monarch in December. Luckily we paid for the holiday on credit card so should be OK under section 75. We booked extra leg room seats for both flughts costing £108.00 all together, but paid for these on debit card.
    Do I claim this back with the credit card company as it was part of the holiday or have I just lost it?
    Thanks for any advice.
    Originally posted by Candy lady
    Claim it separately using chargeback is probably your best bet. See main website for full details of chargeback and template letters to use.
    • bradders1983
    • By bradders1983 4th Oct 17, 8:19 PM
    • 81 Posts
    • 18 Thanks
    bradders1983
    Everything is branded as Monarch but the credit card payment is branded on the statement as Cosmos. Will this create issues when trying to claim a CC refund?
    Originally posted by DFSdelboy
    I paid in instalments and my first few are down as Cosmos but from the 10th July onwards this changed to Monarch. The CAA don't seem to have clarified this at any point.

    As an aside I see they have added a "negative response letter" to their website this evening for those people (like me) who are getting a brick wall from their banks. So more phone calls to be made in the morning now!
    • N4t4lie
    • By N4t4lie 4th Oct 17, 8:27 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    Further to 'bradders1983' here is the full letter, at least it has now been clarified for all those who were in limbo:

    "Consumer and Markets Group
    ATOL Crisis Management
    FAILURE OF MONARCH HOLIDAYS LTD
    Date of Failure – 2 October 2017
    Monarch Holidays Ltd has ceased operating. It was licensed under the Air Travel Organisers’
    Licensing (ATOL) scheme managed by the Civil Aviation Authority (CAA). If you had a flight
    inclusive package booking with Monarch Holidays Ltd, you may be able to claim a refund of
    the money you paid subject to the Air Travel Trust’s Payment Policy which is available to read
    in full on the ATOL website.
    However, for consumers that paid Monarch Holidays Ltd directly by credit card the CAA are
    unable to authorise payment.
    When assessing claims the CAA acts as an agent of the Air Travel Trust (ATT). The ATT has
    an agreement with the main credit card acquirer who acted on behalf of the above named
    failed ATOL holder.
    Under the terms of this agreement you should instead apply to your credit card issuer for a
    refund of the payment you made by credit card.
    ATOL Crisis Management"
    • bradders1983
    • By bradders1983 4th Oct 17, 8:36 PM
    • 81 Posts
    • 18 Thanks
    bradders1983
    Further to 'bradders1983' here is the full letter, at least it has now been clarified for all those who were in limbo:

    "Consumer and Markets Group
    ATOL Crisis Management
    FAILURE OF MONARCH HOLIDAYS LTD
    Date of Failure – 2 October 2017
    Monarch Holidays Ltd has ceased operating. It was licensed under the Air Travel Organisers’
    Licensing (ATOL) scheme managed by the Civil Aviation Authority (CAA). If you had a flight
    inclusive package booking with Monarch Holidays Ltd, you may be able to claim a refund of
    the money you paid subject to the Air Travel Trust’s Payment Policy which is available to read
    in full on the ATOL website.
    However, for consumers that paid Monarch Holidays Ltd directly by credit card the CAA are
    unable to authorise payment.
    When assessing claims the CAA acts as an agent of the Air Travel Trust (ATT). The ATT has
    an agreement with the main credit card acquirer who acted on behalf of the above named
    failed ATOL holder.
    Under the terms of this agreement you should instead apply to your credit card issuer for a
    refund of the payment you made by credit card.
    ATOL Crisis Management"
    Originally posted by N4t4lie
    I paid the deposit on Credit Card 1 but paid the rest in instalments on Credit Card 2.

    Do I claim on both for the amounts I spent on both? I realise this is a silly question but I have never done this before!
    • N4t4lie
    • By N4t4lie 4th Oct 17, 8:52 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    I paid the deposit on Credit Card 1 but paid the rest in instalments on Credit Card 2.

    Do I claim on both for the amounts I spent on both? I realise this is a silly question but I have never done this before!
    Originally posted by bradders1983
    This is where Section 75 gets fun.

    If you put 1p on a credit card and the rest in cash or debit card (assuming you are over the minimum £100) you claim the whole lot from the credit card provider.

    Now I assume you paid Monarch Holidays directly? If not you may not be able to use Section 75 as the link between you and the service or goods provider is broken. If this is the case you'll need to make two chargeback claims.

    If you paid Monarch Directly then I would make one claim for the whole amount from one of the card companies. Be prepared to tell them how it works though, clue yourself up on the rules (see Martin's guide on the main site). There is a template letter you can submit on there too. Personally I'd apply to the card I used first.
    • bradders1983
    • By bradders1983 4th Oct 17, 8:56 PM
    • 81 Posts
    • 18 Thanks
    bradders1983
    This is where Section 75 gets fun.

    If you put 1p on a credit card and the rest in cash or debit card (assuming you are over the minimum £100) you claim the whole lot from the credit card provider.

    Now I assume you paid Monarch Holidays directly? If not you may not be able to use Section 75 as the link between you and the service or goods provider is broken. If this is the case you'll need to make two chargeback claims.

    If you paid Monarch Directly then I would make one claim for the whole amount from one of the card companies. Be prepared to tell them how it works though, clue yourself up on the rules (see Martin's guide on the main site). There is a template letter you can submit on there too. Personally I'd apply to the card I used first.
    Originally posted by N4t4lie
    The deposit was for £118 on Card One in January and the rest of the balance was about £670 on Card Two, in 7 instalments in July.

    All to Monarch either at point of booking or logging in on the customer portal, although the deposit and first two instalments are showing as "COSMOS HOLIDAYS" on the statements.

    Still think I should just apply to Card Company 1 given the above? Can I not do it on the phone?
    • N4t4lie
    • By N4t4lie 4th Oct 17, 9:07 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    The deposit was for £118 on Card One in January and the rest of the balance was about £670 on Card Two, in 7 instalments in July.

    All to Monarch either at point of booking or logging in on the customer portal, although the deposit and first two instalments are showing as "COSMOS HOLIDAYS" on the statements.

    Still think I should just apply to Card Company 1 given the above? Can I not do it on the phone?
    Originally posted by bradders1983
    Hmmm, maybe go for the one that says Monarch on the statement just to be sure, a bit like insurance companies they like to turn things down on technicalities.

    You can probably do it on the phone, make sure you get a reference number and quote it on all correspondence. It's all about having an audit trail to chase them with, you'd be amazed how many times they seem to not be able to find the tape of the original phone call when it matters, get them to back up all statements on at least an email, if not a letter.
    • bradders1983
    • By bradders1983 4th Oct 17, 9:12 PM
    • 81 Posts
    • 18 Thanks
    bradders1983
    This is where Section 75 gets fun.

    If you put 1p on a credit card and the rest in cash or debit card (assuming you are over the minimum £100) you claim the whole lot from the credit card provider.

    Now I assume you paid Monarch Holidays directly? If not you may not be able to use Section 75 as the link between you and the service or goods provider is broken. If this is the case you'll need to make two chargeback claims.

    If you paid Monarch Directly then I would make one claim for the whole amount from one of the card companies. Be prepared to tell them how it works though, clue yourself up on the rules (see Martin's guide on the main site). There is a template letter you can submit on there too. Personally I'd apply to the card I used first.
    Originally posted by N4t4lie
    Hmmm, maybe go for the one that says Monarch on the statement just to be sure, a bit like insurance companies they like to turn things down on technicalities.

    You can probably do it on the phone, make sure you get a reference number and quote it on all correspondence. It's all about having an audit trail to chase them with, you'd be amazed how many times they seem to not be able to find the tape of the original phone call when it matters, get them to back up all statements on at least an email, if not a letter.
    Originally posted by N4t4lie
    I shall ring Card 2 in the morning then (Natwest), although will do in office hours as their Disputes team is likely to be open then.
    Surely someone in that team will be aware of the CAA stance by then!
    Shall keep the forum updated. Just want the money back as I have booked another holiday on the strength of getting it back now

    If Natwest turn it down then surely ATOL would have to pay it out instead?
    • N4t4lie
    • By N4t4lie 4th Oct 17, 9:27 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    I shall ring Card 2 in the morning then (Natwest), although will do in office hours as their Disputes team is likely to be open then.
    Surely someone in that team will be aware of the CAA stance by then!
    Shall keep the forum updated. Just want the money back as I have booked another holiday on the strength of getting it back now

    If Natwest turn it down then surely ATOL would have to pay it out instead?
    Originally posted by bradders1983
    You may find you know more then them (do read the MSE Section 75 page, knowledge is power after all). Make sure they understand you are using Section 75 and not chargeback as it was multiple payments. I don't see how they can turn it down. Bought as a package over £100 per person 1p on a credit card. If they turn it down then you can go to the Ombudsmen and contest it.

    Be patient, but it looks like you will get your original money back. It will be frustrating, it will never move fast enough as a process, but you will get a refund.

    Keep the forum posted on progress the success stories do spur on those struggling to get a result.
    • bradders1983
    • By bradders1983 4th Oct 17, 9:32 PM
    • 81 Posts
    • 18 Thanks
    bradders1983
    Oh and the biggest instalment of £315 I paid clearly says Monarch, it's only two of the smaller ones that say Cosmos.

    Will post in the morning what happens on the phone, cheers for the help so far.
    • bagand96
    • By bagand96 4th Oct 17, 11:00 PM
    • 2,777 Posts
    • 1,721 Thanks
    bagand96
    Oh and the biggest instalment of £315 I paid clearly says Monarch, it's only two of the smaller ones that say Cosmos.

    Will post in the morning what happens on the phone, cheers for the help so far.
    I wouldn’t get too hung up on the Cosmos issue. Cosmos was rebranded as Monarch Holidays a couple of years back. It was the same company. And although your statement only says Cosmos, the credit card company should have more detailed transaction information that shows exactly where the payment went. In any event it’s a fact that Cosmos/Monarch Holidays was the same entity, it won’t be hard to prove.

    With regards to the Section 75 claims. Any bank is going to try and minimise it’s losses. So they may well say they won’t refund the amount paid on another credit card as you should put a section 75 claim in with that bank. You may have to claim from both cards for the respective amounts.

    Glad to see the CAA have clarified the ATOL vs Section 75 question. I’m sure this is the same as happened previously (from memory I thoughtLowCostHolidays, but perhaps not that failure but someone else). Again, everyone will try and minimise their losses, and ATOL/ATT are no different in this regard.

    Credit card companies will of course try and fob you off to ATOL, but the bottom line is they are required to refund you in compliance with Section 75.
    • bluelionman
    • By bluelionman 4th Oct 17, 11:41 PM
    • 5 Posts
    • 4 Thanks
    bluelionman
    No idea where I stand
    I paid for a Monarch flight with my Pay Pal balance - not a card via PP and it was over 180 days ago (14 Sep 2016) - Monarch actually issued me a credit voucher for this payment to use within a year from 12 October 2016 - so till 12 October 2017.


    When I could not use it - kind of weird I tried to book the morning all this hit - October 4th. I followed advice on here and tried to raise a dispute with Pay Pal but after doing so within a few seconds it all disspaeared and was no longer showing.

    Am guessing I just am out of luck on this one as it was over the 180 days ago original payment was made despite the fulfilment of service having not taklen place yet and so now have to stomach the hit / loss?
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