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  • FIRST POST
    • silvercar
    • By silvercar 2nd Oct 17, 8:55 AM
    • 36,039Posts
    • 151,556Thanks
    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'm a volunteer to help the boards run smoothly, and I can move and merge threads there. 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 18
    • winner3131
    • By winner3131 10th Oct 17, 1:33 PM
    • 34 Posts
    • 23 Thanks
    winner3131
    Anyone else had the same Protect Claims email?
    • bradders1983
    • By bradders1983 10th Oct 17, 1:43 PM
    • 56 Posts
    • 8 Thanks
    bradders1983
    Anyone else had the same Protect Claims email?
    Originally posted by winner3131
    Yes, someone on the last page did. Must be legit then.
    • winner3131
    • By winner3131 10th Oct 17, 1:52 PM
    • 34 Posts
    • 23 Thanks
    winner3131
    No, that was me. Can't seem to find any reports elsewhere of email like this.
    • bradders1983
    • By bradders1983 10th Oct 17, 2:05 PM
    • 56 Posts
    • 8 Thanks
    bradders1983
    No, that was me. Can't seem to find any reports elsewhere of email like this.
    Originally posted by winner3131
    A couple of people on the UK_CAA Twitter account have also enquired. Have you tried ringing the CAA? Press Option 3 and it goes through to someone.
    • Chris Buckard
    • By Chris Buckard 10th Oct 17, 2:13 PM
    • 1 Posts
    • 0 Thanks
    Chris Buckard
    Credit Card Payment
    Hi There,


    Earlier this year my wife booked a package holiday direct with Monarch for May 2017 and paid by credit card. We booked this was as we believed that this would provide 'double bubble' protection (being aware that Monarch were in financial difficulties last year). However, this may have created us a problem, as we are currently in a situation where neither the CAA or my wife's card provider seem to be accepting liability. Both the MSE and the CAA sites advise that as we paid by credit card, we can not claim under ATOL, but should instead claim from the card provider, including our holiday booking details and the CAA letter stating they will not pay for credit card payment such bookings. My wife has called her card provider Nationwide and they will not even entertain a claim, insisting that she must claim through ATOL. This was also despite the fact that she referred to the MSE and CAA guidance and asked to submit a claim under S75 of the Consumer Credit Act. Currently, we can't verify anything with the CAA as they are not taking calls until 17th October, however as they have not sent us claim form yet, we suspect that we have been placed in 'credit card - no valid claim' cohort. Should, my wife return to Nationwide and insist they accept a claim, or otherwise lodge a complaint? Not very impressed at all.


    Thank you
    • bradders1983
    • By bradders1983 10th Oct 17, 2:17 PM
    • 56 Posts
    • 8 Thanks
    bradders1983
    Hi There,


    Earlier this year my wife booked a package holiday direct with Monarch for May 2017 and paid by credit card. We booked this was as we believed that this would provide 'double bubble' protection (being aware that Monarch were in financial difficulties last year). However, this may have created us a problem, as we are currently in a situation where neither the CAA or my wife's card provider seem to be accepting liability. Both the MSE and the CAA sites advise that as we paid by credit card, we can not claim under ATOL, but should instead claim from the card provider, including our holiday booking details and the CAA letter stating they will not pay for credit card payment such bookings. My wife has called her card provider Nationwide and they will not even entertain a claim, insisting that she must claim through ATOL. This was also despite the fact that she referred to the MSE and CAA guidance and asked to submit a claim under S75 of the Consumer Credit Act. Currently, we can't verify anything with the CAA as they are not taking calls until 17th October, however as they have not sent us claim form yet, we suspect that we have been placed in 'credit card - no valid claim' cohort. Should, my wife return to Nationwide and insist they accept a claim, or otherwise lodge a complaint? Not very impressed at all.


    Thank you
    Originally posted by Chris Buckard
    I asusme you have pointed Nationwide in the direction of the letter on this page?

    https://monarch.caa.co.uk/customers/i-have-a-future-booking-and-have-not-travelled-yet/

    (link to it is in the second blue box on that page)

    Stand firm. Ask to speak to their Disputes team if you are getting nowhere, you cant be their only customer who is affected. It only took until the CAA published that letter for my credit card companies to back down.

    As for not being able to get through to the CAA - you can if you press option 3 and wait until the end of the recorded message. But that link above will sort you out.
    • leylandsunaddict
    • By leylandsunaddict 10th Oct 17, 2:49 PM
    • 1,429 Posts
    • 966 Thanks
    leylandsunaddict
    No, that was me. Can't seem to find any reports elsewhere of email like this.
    Originally posted by winner3131
    The CAA have appointed professional handlers to process Monarch Atol protected refunds, but whether Protect Claims are that company I don't know.
    • GGardner
    • By GGardner 10th Oct 17, 3:48 PM
    • 10 Posts
    • 7 Thanks
    GGardner
    PayPal update
    Further to my previous threads...

    I have called PayPal and spoke to a lady called Kerry. I am used to dealing with rudeness and this was no exception. Everything I tried to say she just spoke over me and said it is over 180 days and they will not help. I asked if there were any other options open or if they'd consider a goodwill gesture and she said they categorically do not do that. Ever.

    First Direct bank have said they have reviewed it and will not accept a chargeback claim. Is there anything else I can do??
    • PMilley
    • By PMilley 10th Oct 17, 4:32 PM
    • 1 Posts
    • 0 Thanks
    PMilley
    Looking for a little guidance!

    I booked flight only with Monarch back in June 2016, with ATOL Cover and booked with debit card,
    I cancelled this flight in February 2017 and I was issued with a Credit voucher,
    I used the credit voucher in June 2017 to book a flight in November2017.
    My question is will the ATOL from the original flight still count or if not will the debit card transaction still count?
    • leylandsunaddict
    • By leylandsunaddict 10th Oct 17, 4:36 PM
    • 1,429 Posts
    • 966 Thanks
    leylandsunaddict
    Looking for a little guidance!

    I booked flight only with Monarch back in June 2016, with ATOL Cover and booked with debit card,
    I cancelled this flight in February 2017 and I was issued with a Credit voucher,
    I used the credit voucher in June 2017 to book a flight in November2017.
    My question is will the ATOL from the original flight still count or if not will the debit card transaction still count?
    Originally posted by PMilley

    When you booked in June flights weren't Atol protected. I'm not sure a chargeback would work either because you didn't use it to book the flight that has 'failed'. You'd need to speak to your card provider.
    • bowesles
    • By bowesles 10th Oct 17, 5:44 PM
    • 1 Posts
    • 1 Thanks
    bowesles
    PayPal
    GGarner I've had the same response, first person I spoke to said categorically no way will they look at a claim greater than 180 days, got put through to Mark in Newcastle Claims&Disputes who said whilst they couldn't reactivate the dispute they would be looking at all purchases when they speak to Monarch's administrators.

    So no hope there then !

    Completely unreasonable that people who purchase something with a future delivery date are treated the same as someone would bought goods more than 6 months ago and now wants to dispute.

    This needs to go as public as we can make it, PayPal shouldn't be able to wipe their hands and say speak to your bank.
    • GGardner
    • By GGardner 10th Oct 17, 8:08 PM
    • 10 Posts
    • 7 Thanks
    GGardner
    GGarner I've had the same response, first person I spoke to said categorically no way will they look at a claim greater than 180 days, got put through to Mark in Newcastle Claims&Disputes who said whilst they couldn't reactivate the dispute they would be looking at all purchases when they speak to Monarch's administrators.

    So no hope there then !

    Completely unreasonable that people who purchase something with a future delivery date are treated the same as someone would bought goods more than 6 months ago and now wants to dispute.

    This needs to go as public as we can make it, PayPal shouldn't be able to wipe their hands and say speak to your bank.
    Originally posted by bowesles
    So what can we do? Would the Ombudsman pay it any attention?
    • Mlavo
    • By Mlavo 11th Oct 17, 12:22 AM
    • 1 Posts
    • 0 Thanks
    Mlavo
    Hi,

    I know this isn't as serious as most cases but thought I'd ask the question.

    My parents flew with monarch a couple months back and we're delayed for I think over 5 hours coming home. They logged a claim for this.

    My question is now that Monarch has declared bankrupt where do they sit with this? Should the claim still stand and go through? They received an email to say there claim had been received but this was before they declared for bankruptcy.
    • bradders1983
    • By bradders1983 11th Oct 17, 6:47 AM
    • 56 Posts
    • 8 Thanks
    bradders1983
    Hi,

    I know this isn't as serious as most cases but thought I'd ask the question.

    My parents flew with monarch a couple months back and we're delayed for I think over 5 hours coming home. They logged a claim for this.

    My question is now that Monarch has declared bankrupt where do they sit with this? Should the claim still stand and go through? They received an email to say there claim had been received but this was before they declared for bankruptcy.
    Originally posted by Mlavo
    They won't be getting a penny. They can register as a creditor with the administrators but they will be right down near the bottom of the list and I doubt there is much to divvy up.

    Details of how to register as a creditor are on the MSE page called Monarch Airlines Help (link at top of this thread)
    Last edited by bradders1983; 11-10-2017 at 8:12 AM.
    • bagand96
    • By bagand96 11th Oct 17, 8:46 AM
    • 2,766 Posts
    • 1,716 Thanks
    bagand96
    This is a good lesson to all to never use PayPal for something that involves a future delivery date. So glad I booked by credit and with Monarch, already had my refund and booked new flights.

    Losing Section 75 protection, which is law, is not worth it, even with PayPal’s own dispute scheme, which after 180 days is useless unless you manage to get the through to someone willing to bend the rules.
    Last edited by bagand96; 11-10-2017 at 11:44 AM.
    • pontysteve
    • By pontysteve 11th Oct 17, 9:55 AM
    • 5 Posts
    • 1 Thanks
    pontysteve
    Good morning all - first post for me. We have three flights booked direct with Monarch in early December 2016 (all before the 14th cut-off when ATOL no longer applied). I haven't had any contact as of yet from the CAA or any agency on their behalf to make a claim - is anyone else still waiting? We never had an ATOL certificate after booking any of our flights - and booked plenty with them over the years. I assume the ATOL certificate would have been within a link on 'my bookings' which is now of course no longer accessible. Anyone else within this position?
    • bradders1983
    • By bradders1983 11th Oct 17, 10:03 AM
    • 56 Posts
    • 8 Thanks
    bradders1983
    Good morning all - first post for me. We have three flights booked direct with Monarch in early December 2016 (all before the 14th cut-off when ATOL no longer applied). I haven't had any contact as of yet from the CAA or any agency on their behalf to make a claim - is anyone else still waiting? We never had an ATOL certificate after booking any of our flights - and booked plenty with them over the years. I assume the ATOL certificate would have been within a link on 'my bookings' which is now of course no longer accessible. Anyone else within this position?
    Originally posted by pontysteve
    Mine came through overnight - to my Junk email folder. Have you checked that?

    Failing that you will have to give the CAA a ring, pressing option 3 and listening to the recorded message will then get you through to someone.
    • leylandsunaddict
    • By leylandsunaddict 11th Oct 17, 10:05 AM
    • 1,429 Posts
    • 966 Thanks
    leylandsunaddict
    Good morning all - first post for me. We have three flights booked direct with Monarch in early December 2016 (all before the 14th cut-off when ATOL no longer applied). I haven't had any contact as of yet from the CAA or any agency on their behalf to make a claim - is anyone else still waiting? We never had an ATOL certificate after booking any of our flights - and booked plenty with them over the years. I assume the ATOL certificate would have been within a link on 'my bookings' which is now of course no longer accessible. Anyone else within this position?
    Originally posted by pontysteve
    They were only flight protected for about 12 months, from memory. Any Atol certificate was an attachment to your email confirmation. There was a red square at the bottom left hand side of the email which said Atol cert pdf. It was also have shown at the top as an attachment. You're supposed to print the certificate and keep it safe as proof of protection because they detail what/who and the Atol protected cost that is covered.
    • Ladypancake
    • By Ladypancake 11th Oct 17, 10:10 AM
    • 3 Posts
    • 0 Thanks
    Ladypancake
    Claim Form not received
    I booked a flight before the 15 December 2016 and received the ATOL certificate. I have not received a claim form to date. Any advise please.
    • bradders1983
    • By bradders1983 11th Oct 17, 10:11 AM
    • 56 Posts
    • 8 Thanks
    bradders1983
    I booked a flight before the 15 December 2016 and received the ATOL certificate. I have not received a claim form to date. Any advise please.
    Originally posted by Ladypancake
    See my last post a few above this, the advice is exactly the same.
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