Monarch Airlines ruined my Christmas.

Danyúl_II

I was set to fly home from Munich this evening to spend Christmas with my family, having booked a return ticket with Monarch to Manchester.

My bus was late which caused me to miss my train and I had to wait an extra 20 minutes for the next one, but I arrived (unbelievably) three minutes before check-in closed for the flight, at 17:57.

According to Monarch's site, check-in closes 40 minutes prior to departure, in my case tonight at 18:00 for a 18:40 departure.

When I got to the check-in desk, after sprinting through the airport, they took my passport and went to check me in, before speaking to each other in German (they didn't think I could understand) and saying along the lines of "do we need to ring to see if he can go through?".

They spoke to somebody (I assume at the gate) and were told that the airplane doors were closed (this at before 18:00, i.e. BEFORE check-in was officially over) and I wasn't being allowed through. The two people at the desk were very nice and said they couldn't believe it, they said it was the captain who said the doors are closed and he cannot do that when check-in is technically open, but it is his decision and they cannot do anything.

I have since booked a new flight with Singapore Airlines tomorrow at 06:00, at a cost of 130 Euros one way. I also have a letter from the airport, stamped, to say I arrived on time for check-in and wasn't allowed on the flight because they were told the doors were closed.

Does anybody know whether I am likely to get my money back for the flight, and what is the likelihood of me (I know it is 0%) of them covering the new ticket I have had to buy because of their appalling decision to not let me onto the plane when I turned up on time?

I am absolutely livid

Danyúl_II

(this is mainly for me to come back to when I have more time in the next few days..)

I've just found this which seems to suggest I am due 250 Euro as compensation:
http://europa.eu/legislation_summaries/consumers/protection_of_consumers/l24173_en.htm

Denied boarding
When an air carrier reasonably expects to deny boarding on a flight, it first calls for volunteers to surrender their reservations in exchange for certain benefits. If an insufficient number of volunteers come forward to allow the remaining passengers to board the flight, the air carrier may then deny boarding to passengers against their will, in which case it must compensate them.
Air carriers give priority to persons with reduced mobility and any persons accompanying them.
In the event of flight cancellation or denied boarding, the passengers concerned have the right to:

• reimbursement of the cost of the ticket within seven days or a return flight to the first point of departure or re-routing to their final destination;
• care (refreshments, meals, hotel accommodation, transport between the airport and place of accommodation, two free telephone calls, telex or fax messages, or e-mails);
• compensation totalling:
  - EUR 250 for all flights of 1500 kilometres or less;
  - EUR 400 for all intra-Community flights of more than 1500 kilometres, and for all other flights between 1500 and 3500 kilometres;
  - EUR 600 for all other flights.

On condition that the passengers have a confirmed reservation on the flight concerned and, except in the case of cancellation, present themselves for check-in at the time indicated in advance or, if no time is indicated, not later than 45 minutes before the published departure time.

Monarch's own website [http://www.monarch.co.uk/faq/flights/check-in-and-identification/check-in] states:

Check-in closes:

• 40 minutes before departure.
• Often 60 minutes before departure for long haul flights.

So, seeing as I have proof that I was there and able to check in on time (albeit one minute before, it is still on time), there is surely no way for them to wriggle out of paying me my compensation, right?


Another thread on here suggests I ought to put a claim in writing to this address:

Monarch Airlines Ltd
Prospect House
Prospect Way
London Luton Airport
Luton
Bedfordshire
LU2 9NU

I shall get onto it on Boxing Day. Absolute bunch of idiots, I genuinely cannot believe the aircraft doors were closed 41 minutes prior to departure when check-in was still open. Fuming.

markwilkinson

Happy Cristmas.

jd87

I guess the Captain was in a hurry to get home for christmas himself. With the evidence from the airport, I'm sure you'll have no trouble getting compensation. Try not to let it ruin your christmas.

Alias_Omega

Flight Radar 24 says the aircraft "MON1329" departed at 17:18. I assume this should be 18:18 (local) as Munich is +1 to UTC time.

The aircraft departed early for some reason, now you'll have to find out why..

Bob_the_Saver

Monarch site does also say this,

arrive at your check-in counter

at least 90 minutes before the scheduled departure time of your flight.

Danyúl_II

Bob_the_Saver wrote: »

Monarch site does also say this,

arrive at your check-in counter

at least 90 minutes before the scheduled departure time of your flight.

yes but I think that is pretty much irrelevant, as the site also says to be there no later than 40 minutes prior to take off, which I was.

There is also nothing to say that they may leave early and to look out for this.

I understand you should arrive early for a flight however you cannot be punished if you arrive within the required time for check in.

I hope the proof that I received from the airport will be enough for me to get my compensation

Alias_Omega

Danyul,

You have the information that you have, and only you can now press on down the path to claim back to the cash.

Are you just going to go with "Denied Boarding" or "Denied Boarding, Refund & Hotel/Expenses for the evening?"

Danyúl_II

Alias_Omega wrote: »

Danyul,

You have the information that you have, and only you can now press on down the path to claim back to the cash.

Are you just going to go with "Denied Boarding" or "Denied Boarding, Refund & Hotel/Expenses for the evening?"

I'd go the whole hog but I didn't incur any expenses and have no hotel receipts, etc...

If I could, I would!

Cumbrian_Male

Perhaps you should have left an hour earlier and then we wouldn't be having this conversation. Is it the bus company's fault for being late?

I hope you get the outcome you wish but it could have bben avoided.

Mr_Wang

If you get compensation for this, then I want compensation for all the many times I've been delayed, already sat on the plane because some muppet arrived late/missed the final call etc... meaning I have missed a connection at the other end.