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  • FIRST POST
    • silvercar
    • By silvercar 2nd Oct 17, 8:55 AM
    • 36,084Posts
    • 151,748Thanks
    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 9
    • Fratelli_87
    • By Fratelli_87 4th Oct 17, 10:50 AM
    • 1 Posts
    • 0 Thanks
    Fratelli_87
    On The Beach
    Booked our holiday through On The Beach. Flights out are with Ryan Air - luckily are flights haven't been canceled.

    Flights back (dept date 21.10) with Monarch.

    Managed to find alternative flights back with Jet2.

    On The Beach offered its customers a full refund on holidays OR a refund on flights affected and up to £50 pp on alternative flights.

    Still out of pocket by £150 - is this right?? is there anyway we can claim this back??

    Many thanks,
    Ellie
    • RupertBearo
    • By RupertBearo 4th Oct 17, 11:00 AM
    • 2 Posts
    • 0 Thanks
    RupertBearo
    Advice, please
    we paid exactly £100.00 for each of two return flights. Are we covered under Section 75?
    • wallet375
    • By wallet375 4th Oct 17, 11:02 AM
    • 2 Posts
    • 0 Thanks
    wallet375
    Alpharooms hr on phone saying even with a ATOL cert they will only cover 10% of additional cost of flights, they got you by the B###, it will be cheaper therefore to get refund and book direct on skyscanner
    • Acemoneysaver17
    • By Acemoneysaver17 4th Oct 17, 1:23 PM
    • 8 Posts
    • 1 Thanks
    Acemoneysaver17
    Tesco Credit card ask you to contact ATOL- But HOW?

    Hi we have a package booked with Monarch Holidays paid using our Tesco Credit card . Tesco have asked me to contact ATOL and get a response from them but the ATOL website categorically says that you have to contact TESCO.

    Seems I am going round and round in circles.

    Should I just fill in the Section 75 claim letter and try this approach.

    I am £1500 out of pocket - AND NO HOLIDAY TO LOOK FORWARD TO!

    Has this happened to anyone else? Any advice appreciated !

    Thank you
    • bradders1983
    • By bradders1983 4th Oct 17, 1:34 PM
    • 65 Posts
    • 10 Thanks
    bradders1983
    Tesco Credit card ask you to contact ATOL- But HOW?

    Hi we have a package booked with Monarch Holidays paid using our Tesco Credit card . Tesco have asked me to contact ATOL and get a response from them but the ATOL website categorically says that you have to contact TESCO.

    Seems I am going round and round in circles.

    Should I just fill in the Section 75 claim letter and try this approach.

    I am £1500 out of pocket - AND NO HOLIDAY TO LOOK FORWARD TO!

    Has this happened to anyone else? Any advice appreciated !

    Thank you
    Originally posted by Acemoneysaver17
    See my post on the last page. Looks like the CAA/ATOL are trying to cut down on their workload by making people go to their card provider first but mine arent interested and clearly yours arent either.

    The claim form is on its way to everyone as per the CAA website, should have it by the 11th. I will be filling it in and doing it that way, they cant refuse me a refund.
    • GeorgeDavid
    • By GeorgeDavid 4th Oct 17, 1:47 PM
    • 1 Posts
    • 0 Thanks
    GeorgeDavid
    Paypal
    Paypal will only try to help you to get your money back if you paid for your flights within the last 6 months.
    • titusbungle
    • By titusbungle 4th Oct 17, 1:52 PM
    • 47 Posts
    • 9 Thanks
    titusbungle
    Atol & Section 75
    I know that I am supposed to claim through Atol, but what is to stop me from submitting claims to both? I also called my insurance who said that I had grounds to make a claim?!
    • bradders1983
    • By bradders1983 4th Oct 17, 1:54 PM
    • 65 Posts
    • 10 Thanks
    bradders1983
    I know that I am supposed to claim through Atol, but what is to stop me from submitting claims to both? I also called my insurance who said that I had grounds to make a claim?!
    Originally posted by titusbungle
    I would guess that if you were found out you could be done for fraud. The same idea also entered my head too in a devious moment
    • titusbungle
    • By titusbungle 4th Oct 17, 1:56 PM
    • 47 Posts
    • 9 Thanks
    titusbungle
    I would guess that if you were found out you could be done for fraud. The same idea also entered my head too in a devious moment
    Originally posted by bradders1983
    Obviously it was just a devious thought.... I won't but it seems to be open to manipulation
    • MSE Andrea
    • By MSE Andrea 4th Oct 17, 2:15 PM
    • 8,629 Posts
    • 20,867 Thanks
    MSE Andrea
    Hi everyone

    Monarch customers should be sent Atol claim forms by Wednesday
    I'm on annual leave until Monday 6 November. If you have a question please go via our Site FAQs


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    • bradders1983
    • By bradders1983 4th Oct 17, 2:18 PM
    • 65 Posts
    • 10 Thanks
    bradders1983
    Hi everyone
    Originally posted by MSE Andrea
    Thats all well and good Andrea but myself and someone else on the last page or so have been given the brush-off by the credit card companies. Also any ideas how my scenario would work?

    I see someone else on the CAA Twitter page is having issues because the transaction is showing as Cosmos Holidays (same with some of mine)
    • acebanditcat
    • By acebanditcat 4th Oct 17, 2:18 PM
    • 95 Posts
    • 35 Thanks
    acebanditcat
    I'm confused!

    We had an all inclusive holiday with Jetline to Fuerteventura for next week, flying from Birmingham paying in total for the two of us of £692. Which was for the hotel accommodation and the flight with MONARCH. The ATOL certificate issued covered both.

    After a telephone call from Jetline they offered alternative holidays until we realised that when the guy said this one is £550 and we said go for it he actually meant £550 more!
    So we requested to go to customer services for a refund

    We were told yes they will refund the accommodation of £470. I asked but what about the flight and was told we can only refund the accommodation and not the flight because we dont know what Monarch are doing?! We were then told the refund will take 7 working days. We were due to fly next Wednesday.

    We had to look for an alternative holiday with just £470 to spend but are now flying to Majorca next thursday from Bristol as the canary islands were now too expensive as we now only have this amount to spend. We were advised to book quickly as they were running out of flights

    So disappointed as this holiday is now flying with Ryan air who we were told had doubled or tripled their prices.

    I dont understand if we get the remaining £200+ back for the flights
    • HilaryMS
    • By HilaryMS 4th Oct 17, 2:20 PM
    • 1 Posts
    • 0 Thanks
    HilaryMS
    I booked two return flights with Monarch, using a Deutsche Bank Visa debit card from Alicante to Gatwick. I have UK travel insurance that includes scheduled airline failure but excludes companies in administration. I have contacted the bank here in Spain, but they say that the debit card “does not have any travel insurance cover”. I don’t suppose that the chargeback procedure applies in Spain.
    I also think that the point of the exclusion is because “in administration” can mean that the company can continue to trade headed by the administrator, so that there is a chance that you might get your money back. This is not the case here as they have ceased trading but are not yet being “wound up” I have written to the insurance company along those lines, also KPMG. Any other ideas?
    • bradders1983
    • By bradders1983 4th Oct 17, 2:38 PM
    • 65 Posts
    • 10 Thanks
    bradders1983
    Well I have just rang my other credit card provider (Natwest).

    Again, just like Vanquis, they have batted me straight back to the CAA/ATOL, they have all had a email literally timed about 10 minutes ago from their Disputes department saying the policy is to tell all people who bought on the credit cards to claim via ATOL! This is a nightmare, the CAA advice is at direct odds with the policy the banks are adopting!

    "If you booked directly with Monarch Holidays using a credit card, please contact your credit card issuer to make a claim for a refund."

    Anyone from MSE reading this?
    Last edited by bradders1983; 04-10-2017 at 2:54 PM.
    • Chillimonster
    • By Chillimonster 4th Oct 17, 2:58 PM
    • 59 Posts
    • 44 Thanks
    Chillimonster
    Has anyone who booked a flight and hotel package through Lastminute had anything back from them yet that isn't "We will contact you ASAP" or other such pre-formatted reply

    I could book for somewhere else, but am stuck until i know if i am getting a refund or different flights
    • danielson81
    • By danielson81 4th Oct 17, 3:00 PM
    • 124 Posts
    • 30 Thanks
    danielson81
    Has anyone who booked a flight and hotel package through Lastminute had anything back from them yet that isn't "We will contact you ASAP" or other such pre-formatted reply

    I could book for somewhere else, but am stuck until i know if i am getting a refund or different flights
    Originally posted by Chillimonster
    I am in the same position, I have just re-booked something and next week will press for a refund for my original booking.

    I seriously doubt they can offer me an alternative holiday/flight in the next 10 days.
    • N4t4lie
    • By N4t4lie 4th Oct 17, 3:26 PM
    • 129 Posts
    • 79 Thanks
    N4t4lie
    I booked two return flights with Monarch, using a Deutsche Bank Visa debit card from Alicante to Gatwick. I have UK travel insurance that includes scheduled airline failure but excludes companies in administration. I have contacted the bank here in Spain, but they say that the debit card “does not have any travel insurance cover”. I don’t suppose that the chargeback procedure applies in Spain.
    I also think that the point of the exclusion is because “in administration” can mean that the company can continue to trade headed by the administrator, so that there is a chance that you might get your money back. This is not the case here as they have ceased trading but are not yet being “wound up” I have written to the insurance company along those lines, also KPMG. Any other ideas?
    Originally posted by HilaryMS
    Chargeback is a Visa policy not an individual bank policy. There is a standard template letter on the main MSE pages that you should send to the bank providing the card. It is not travel insurance, but it is there to be used if you have paid for goods or services that you have not received and covers businesses going into administration. Hope that helps. Personal experience says you have to keep on them and take the fob offs till you get to the right person. All of this is best done in writing (keep copies and send everything recorded delivery). Be patient, you will get a refund if you follow Martin's advice on chargeback the main web site.
    • Chillimonster
    • By Chillimonster 4th Oct 17, 3:37 PM
    • 59 Posts
    • 44 Thanks
    Chillimonster
    Just got through to LM (Only 16 mins on hold)

    Actually really helpful. He advised they are working through the list of package deal customers in departure order (Sensible) and the flights team will have an answer to everyone at least 48 hours before they are due to fly with alternative flight details.

    If at that time the alternative flights do not suit you will be given the option to cancel for full refund.

    As i am in Manchester i also added Leeds Bradford and Liverpool airports as possible departure airports.

    Fingers Crossed.
    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!
    • N4t4lie
    • By N4t4lie 4th Oct 17, 3:41 PM
    • 129 Posts
    • 79 Thanks
    N4t4lie
    Well I have just rang my other credit card provider (Natwest).

    Again, just like Vanquis, they have batted me straight back to the CAA/ATOL, they have all had a email literally timed about 10 minutes ago from their Disputes department saying the policy is to tell all people who bought on the credit cards to claim via ATOL! This is a nightmare, the CAA advice is at direct odds with the policy the banks are adopting!

    "If you booked directly with Monarch Holidays using a credit card, please contact your credit card issuer to make a claim for a refund."

    Anyone from MSE reading this?
    Originally posted by bradders1983
    Not from MSE, but do have a bit of experience as I read up a lot on the subject last year when I was one of those who had booked with Low Cost Holidays.

    As far as I understand it any purchase that has an ATOL certificate Issues by Monarch (or associated companies) will be dealt with by the CAA. It's what it is there for, if the CAA are telling people to go to their card issuer then that sounds like bad advice. Looks like the ATOL CAA claims forms will be available middle of next week. And believe me it feel like an eternity when you are stuck in limbo wondering if you'll get your money back or another holiday booked.

    If you have an ATOL certificate issued under another companies license it is up to them (depending on their level of cover) to offer an alternative holiday (may cost extra) or give you a refund. They are still trading for you to talk to them, but you can appreciate they are probably very busy.

    Only If you have no ATOL cover:

    Firstly try your insurance company if it has scheduled airline failure cover.

    If you paid on a card:

    Then if each person's booking was over £100 and was on a credit card claim using Section 75; standard letters available on the MSE web page.

    If it was under £100 per person on a credit card or any amount over £10 on a debit card claim using chargeback, standard template letters also available on the main site.

    If you paid by bank transfer, cheque or cash you will need to apply to KPMG to become an unsecured creditor, but it is rare that anyone gets any money back.

    If you paid via Paypal:

    Within 180 days of purchase, raise a dispute. When LCH went under all money owing (people had lost hotels, transfers but not flights, or all so was very complicated) was refunded within a month of the announcement.

    Outside of 180 days and paid using a linked credit or debit card, write to the card issuer and start a chargeback.

    Section 75 will not apply as Paypal is classed as an intermediary.

    Hope that helps, my only advice is to be patient as the first week after something like this happens is always disorganised as everyone forms a policy. I hope you can rescue your holiday, at worst you should get a refund if you have the ATOL certificate.
    Last edited by N4t4lie; 04-10-2017 at 3:50 PM. Reason: Remembered something else!
    • bradders1983
    • By bradders1983 4th Oct 17, 3:44 PM
    • 65 Posts
    • 10 Thanks
    bradders1983
    Not from MSE, but do have a bit of experience as I read up a lot on the subject last year when I was one of those who had booked with Low Cost Holidays.

    As far as I understand it any purchase that has an ATOL certificate will be dealt with by the CAA. It's what it is there for, if the CAA are telling people to go to their card issuer then that sounds like bad advice. Looks like the ATOL CAA claims forms will be available middle of next week. And believe me it feel like an eternity when you are stuck in limbo wondering if you'll get your money back or another holiday booked.

    If you have no ATOL cover, try your insurance company.

    If you paid on a card:

    Then if each person's booking was over £100 and was on a credit card claim using Section 75; standard letters available on the MSE web page.

    If it was under £100 per person on a credit card or any amount over £10 on a debit card claim using chargeback, standard template letters also available on the main site.

    If you paid by bank transfer, cheque or cash you will need to apply to KPMG to become an unsecured creditor, but it is rare that anyone gets any money back.

    If you paid via Paypal:

    Within 180 days of purchase, raise a dispute. When LCH went under all money owing (people had lost hotels, transfers but not flights, or all so was very complicated) was refunded within a month of the announcement.

    Outside of 180 days and paid using a linked credit or debit card, write to the card issuer and start a chargeback.

    Section 75 will not apply as Paypal is classed as an intermediary.

    Hope that helps, my only advice is to be patient as the first week after something like this happens is always disorganised as everyone forms a policy. I hope you can rescue your holiday, at worst you should get a refund if you have the ATOL certificate.
    Originally posted by N4t4lie
    The quote in my last post was straight from the monarch.caa.co.uk website, I cant link it as Im a new member. Its ridiculous.

    Thankfully I have booked another holiday already although that is sat on a credit card awaiting the ATOL refund!
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