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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 5
    • Jones578
    • By Jones578 2nd Oct 17, 10:00 PM
    • 14 Posts
    • 61 Thanks
    Jones578
    Is Expedia listed on the ATOL certificate? If so, they should get the refund for you, chargeback is your last option to get your money back. If the certificate was issued by Monarch not Expedia, but I am not sure why this would be the case, then you have to apply to the CAA for the refund. Don't take no for an answer keep at them, it's their job.

    As for paying for the more expensive flight it is unlikely they will be covered for that scenario by ATOL, but if anyone knows any different let me know.
    Originally posted by N4t4lie
    The CAA say you should get in touch with whoever your ATOL provider is (will say on the certificate, and more than likely Expedia). I think they should be doing more for you than what they've told you - you could ring the CAA and ask them 0300 303 2800
    Originally posted by bagand96
    Thanks for the response.
    Yes Expedia is listed as the ATOL provider on my ATOL cert.
    I guess they asked me to request refund via my card issuer as my ticket was purchased quite recently (just last week), so may be it's easier to do it that way for refund?

    This is what is stated in the protection session on my ATOL cert:
    You are protected from when you were given this certificate to the end of your trip. If the provider of one of the parts of your trip listed above stops trading, in most circumstances, Expedia, Inc. must provide you with an alternative (at no extra cost) or offer you a full refund of the total ATOL-protected cost. See guidance on your rights at www.atol.org.uk. Please contact Expedia, Inc. on 0330 123 1235 (from abroad 00 44 203 0248211) travel@support.expedia.co.uk.
    Does Expedia's advice contradict with what it was stated on the cert by not offering an alternative flight as an option at all?
    I am trying to call them again but the wait is long (I was put on hold for over an hour in my last call) and I don't think they are going to say anything different to me...
    • N4t4lie
    • By N4t4lie 2nd Oct 17, 10:08 PM
    • 131 Posts
    • 80 Thanks
    N4t4lie
    Is this information accurate?

    I'm due to fly out on Sunday with Ryanair and fly back on the 15th with monarch. Are you sure this is the right info as I'm not sure if I should fly out.?

    Cheers
    Originally posted by Warnesy4
    From the main article on MSE:
    "If you're already abroad and are due to fly home before 16 October, the CAA will ensure you get a return flight home.

    But even if you're yet to fly abroad, if you're booked to fly out on another airline and then fly back on Monarch on or before 15 October, the CAA has confirmed it WILL still arrange a free alternative return flight for you.

    If you were due to return on a Monarch flight on or after 16 October, however, you won't be put on a replacement flight by the CAA. See the Flight-only help above for ways to try and reclaim some money."

    Although this does not specify if this applies to flight only bookings and if you need to have ATOL cover to get back.
    • Heedtheadvice
    • By Heedtheadvice 2nd Oct 17, 10:45 PM
    • 640 Posts
    • 318 Thanks
    Heedtheadvice
    Thanks for the response.
    Yes Expedia is listed as the ATOL provider on my ATOL cert.
    ...
    Does Expedia's advice contradict with what it was stated on the cert by not offering an alternative flight as an option at all?
    I am trying to call them again but the wait is long (I was put on hold for over an hour in my last call) and I don't think they are going to say anything different to me...
    Originally posted by Jones578
    This is my belief, based upon last year's low cost experience. Expedia is you ATOL holder and it is them that should sort this out for you. I doubt if you will get anything from the CAA other than reference to the regs/cover principles of the ATOL cover. They will probably be snowed under again trying to repatriate people.

    Having written that, Expedia is also probably very busy and may not have the resources to do the correct thing or to arrange alternatives.

    My ATOL cover (also with an agent, similar to Expedia) was virtually identical. Although it was accommodation that was in question rather than repatriation, nothing was done for me at the time and I had to claim post event for reimbursement of costs.

    Sad to say but I suspect your case might be similar, Expedia could be no help in the time frame and I suspect that, if they stick to the advice they gave you, are just trying to dodge the issue.
    • PA1949
    • By PA1949 2nd Oct 17, 10:48 PM
    • 1 Posts
    • 0 Thanks
    PA1949
    Monarch Voucher
    Does anyone know if I can get a refund for 2 flights booked for next year using a Monarch voucher issued because I had to cancel 2 flights last year at short notice and Monarch issued the voucher for the price of the original flights less an admin charge
    • bagand96
    • By bagand96 2nd Oct 17, 10:49 PM
    • 2,777 Posts
    • 1,721 Thanks
    bagand96
    Does Expedia's advice contradict with what it was stated on the cert by not offering an alternative flight as an option at all?
    I am trying to call them again but the wait is long (I was put on hold for over an hour in my last call) and I don't think they are going to say anything different to me...
    The statement on the ATOL certificate seems pretty conclusive, and matches advice on the ATOL website. They owe you an alternative flight or a full refund. They've signed up to ATOL, they can't now dodge their responsibilities.

    The trouble is, Expedia is a huge organisation, with customer services based oversees who are probably not at all familiar with ATOL or its implications.

    Try calling again, tomorrow, and see if you can get put through to someone in the UK and explain it to them. After that you could try the email address they've given on the ATOL certificate. That way you can start getting written responses as evidence if you need to escalate.

    I'd usually suggest getting in touch with ATOL for advice, but they are probably snowed under with the Monarch mess.
    • bagand96
    • By bagand96 2nd Oct 17, 10:52 PM
    • 2,777 Posts
    • 1,721 Thanks
    bagand96
    Does anyone know if I can get a refund for 2 flights booked for next year using a Monarch voucher issued because I had to cancel 2 flights last year at short notice and Monarch issued the voucher for the price of the original flights less an admin charge
    Originally posted by PA1949
    Hmmm difficult one. Your original flight would have been non-refundable. You could try a Credit Card Section 75 claim, but not sure how it'd play out because the product you bought was a flight which presumably operated, and your ticket was non-refundable/changeable. The voucher arrangement was a goodwill gesture between you and Monarch. Perhaps worth a shot. They can only say no

    You could perhaps register with the administrators as a creditor but not sure it'd be worth it.
    Last edited by bagand96; 02-10-2017 at 10:55 PM.
    • silvercar
    • By silvercar 2nd Oct 17, 11:04 PM
    • 36,208 Posts
    • 153,068 Thanks
    silvercar
    Does anyone know if I can get a refund for 2 flights booked for next year using a Monarch voucher issued because I had to cancel 2 flights last year at short notice and Monarch issued the voucher for the price of the original flights less an admin charge
    Originally posted by PA1949
    When non-flight companies have become insolvent their vouchers have become worthless, I can't see it being any different here.
    • carolec
    • By carolec 2nd Oct 17, 11:23 PM
    • 21 Posts
    • 14 Thanks
    carolec
    I have return flights booked with Monarch for myself and my husband for travel in December. When I booked in January it was cheaper to purchase them separately for some reason rather than on the same booking. Both return fares were over £100 and were paid for using my credit card.

    I know I will be able to claim under Section 75 for my fare but does anyone know if I can claim for my husbands booking also? I have been reading various websites for hours and I still can't find the answer.

    Also, I have rebooked the flights with an alternative airline but at a considerably higher price. Can I make a claim for the difference?

    Thanks in advance.
    • Keep pedalling
    • By Keep pedalling 2nd Oct 17, 11:54 PM
    • 4,103 Posts
    • 4,466 Thanks
    Keep pedalling
    I'm amazed Ryanair haven't utilised this as an opportunity to clear their own downed flights - there's literally an entire workforce and equipment who could continue to clear them well in to the new year!

    I hope the Monarch staff are able to secure something with Christmas a matter of weeks away.
    Originally posted by MoneySavingMole
    EasyJet are in there first.

    https://careers.easyjet.com/easyjet-reaches-out-to-cabin-crew-pilots-and-head-office-staff-of-monarch-in-its-continued-recruitment-drive/
    • bagand96
    • By bagand96 3rd Oct 17, 12:07 AM
    • 2,777 Posts
    • 1,721 Thanks
    bagand96
    Virgin have a dedicated page with a recruitment process for Monarch pilots. Are Lingus are also holding an event in the next few days and have specifically tweeted for Monarch crew. A number of cabin crew opportunities out there too

    Monarch were well respected in the industry and recognised as a quality operator. Any airline that needs experienced crew will be delighted to be speaking to Monarch crews.

    Might be harder for head office and operational staff though, but good to see easyjet reaching out to them too. Handy location too...
    Last edited by bagand96; 03-10-2017 at 12:09 AM.
    • gazza007
    • By gazza007 3rd Oct 17, 12:29 AM
    • 245 Posts
    • 44 Thanks
    gazza007
    I was due to fly out MAN-ACE Tuesday morning returning this Saturday.
    I was keeping an eye on things & managed to source alternative flights only caveats were flying out later but returning Sunday as was no availability with other suppliers on the Saturday. I have already called AMEX in respect of S75 who were brilliant no forms just a ref number. The additional flight costs are £140 & extra night in hotel £160.
    1. Would Amex accept this additional Cost?
    2. If I had just travelled out on my new flight booking would CAA honoured the return leg of my original Monarch booking with the rescue flights? Appreciate that it may be risky as some flights have been grouped & routed to alternate airports with onward bus travel provided.

    I have also put in for a S75 for another return flight next May on my Post Office MasterCard, they have insisted that I write to their Dublin Office. I have re-booked this too but have chosen to use my AMEX card as their 2.99% foreign exchange fee is justified given the excellent customer service.
    • catwoman73
    • By catwoman73 3rd Oct 17, 3:33 AM
    • 435 Posts
    • 517 Thanks
    catwoman73
    Is this information accurate?

    I'm due to fly out on Sunday with Ryanair and fly back on the 15th with monarch. Are you sure this is the right info as I'm not sure if I should fly out.?

    Cheers
    Originally posted by Warnesy4
    If you are flying out with Ryanair and coming back with Monarch, it sounds like you have booked it all yourself direct with the airlines, in which case, it is up to you to look for an alternative flight home.

    The only people who are being brought back to the UK on flights arranged for them are people who were already away yesterday morning and were on a package holiday. Everyone else has to make their own arrangements and seek refunds from their payment provider and/or travel insurance if covered.

    https://monarch.caa.co.uk/customers/i-have-a-future-booking-and-have-not-travelled-yet/
    • Davidnotmark
    • By Davidnotmark 3rd Oct 17, 6:46 AM
    • 6 Posts
    • 0 Thanks
    Davidnotmark
    Who do I write to?
    I booked Monarch flights through lastminute.com in June. Last minute have emailed me and said I should write to airline administrators - KMPG and have given me their address, whilst the other advice I've read is to go through the bank and use charge back to reclaim the lost money? Which do you think is the best way to go about this?

    Also - I made two payments - one from a UK bank and another from a bank abroad - do I go about asking them to use charge back in the same way I would for a UK bank?
    Last edited by Davidnotmark; 03-10-2017 at 7:29 AM.
    • fredandwilma
    • By fredandwilma 3rd Oct 17, 7:50 AM
    • 1,071 Posts
    • 1,428 Thanks
    fredandwilma
    Easyjet look strong contenders to snap up part of the Monarch fleet:

    http://uk.businessinsider.com/monarch-collapse-ryanair-cancellations-easyjet-winner-2017-10?r=US&IR=T

    Likewise, Air Berlin:

    http://www.telegraph.co.uk/business/2017/09/25/easyjet-lufthansa-emerge-preferred-bidders-air-berlin-assets/
    Fred - Where's your get up and go?

    Barney - It just got up and went.



    Carpe diem
    • richardw
    • By richardw 3rd Oct 17, 8:31 AM
    • 18,357 Posts
    • 7,592 Thanks
    richardw
    ....I made two payments - one from a UK bank....
    Originally posted by Davidnotmark
    If the payment was £100 or more, then do a s75 claim.
    Posts are not advice and must not be relied upon.
    • danielson81
    • By danielson81 3rd Oct 17, 8:59 AM
    • 124 Posts
    • 30 Thanks
    danielson81
    Has anyone heard anything from LastMinute.com? I have a ATOL package with Monarch flights.

    I note Expedia and Thomas Cook etc have more informative pages.
    • Chillimonster
    • By Chillimonster 3rd Oct 17, 9:19 AM
    • 59 Posts
    • 44 Thanks
    Chillimonster
    Spent 1 1/2 hours on hold yesterday morning as i am in the same boat (Package to benidom from 9th to 13th october with monarch flights)

    Was told that we will hear something by wednesday regarding what they will be proposing.

    I asked if they could bump me onto other flights while they were available and they said that at the moment, they cannot do that, but would confirm within 48 hours (Wednesday)

    So its a waiting game, but pretty much resigned to not getting away :-(
    LBM = 10/10/10
    Debt at 14/10/10 = £56936.28 --- 17/04/12 = £49673.01


    You cannot eat an elephant in one mouthful, just take a bite at a time!
    • shaneandtina
    • By shaneandtina 3rd Oct 17, 9:24 AM
    • 1 Posts
    • 0 Thanks
    shaneandtina
    Credit Note
    My parents were given a credit note by Monarch last year when they were unable to travel due to my Dad having a hip replacement.


    Will they be able to reclaim the credit note value?


    Thank you
    • MisterP123
    • By MisterP123 3rd Oct 17, 9:34 AM
    • 161 Posts
    • 180 Thanks
    MisterP123
    I managed to speak to lastminute last night. Package booked through them with Monarch flights. I'd already booked alternative flights yesterday morning as they were disappearing fast, shooting up in price and couldn't get through to lastminute.

    Sounds like the only available option I have is a full cancellation and either re-book the hotel or seek alternative accommodation. They weren't looking to refund my flights only, I understand this is due to their ATOL protection not giving it as an option. I'm going to email the hotel direct to see what it will cost me to re-book my room direct with them if it comes to a full cancellation. At the moment the hotel has no rooms available.

    So significantly out of pocket at the moment, but I'm going on this holiday come hell or high water!

    To echo the above, they're supposed to be getting back to me within a few days to discuss my options, they've been prioritising those who are due to fly imminently.

    I'm due to fly a fortnight today.
    • richardw
    • By richardw 3rd Oct 17, 9:36 AM
    • 18,357 Posts
    • 7,592 Thanks
    richardw
    My parents were given a credit note by Monarch last year when they were unable to travel due to my Dad having a hip replacement.
    Will they be able to reclaim the credit note value?....
    Originally posted by shaneandtina
    Unlikely, but keep an eye on other airlines possibly offering discount for Monarch customers.
    Posts are not advice and must not be relied upon.
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