Monarch delays & Compensations. Listed flights denied in O.P.

Mark2spark

HitAndMiss wrote: »

Has anyone set up a website anywhere where customer have claimed listing what flights have been settled, denied or pending.

I have started listing the settled flights in the OP of this thread.

So far there's only the one flight listed!

glentoran99

mine should probably be there, as denied

Mon 3693 20/9/2011 Mombassa-Gatwick

Mark2spark

Have amended the OP now Glentoran

peejay57

Hi Guys,

Just a quick updateon my claim,after having no reply to my request for an update on my claim I snet an e-mail to Doreen.slack as mentioned by Glentorran99(thanks) I then recieved a e mail from customer services with the following,

Dear Mr J******,

Thank you for your recentclaim under EU Regulation 261. We are writing to you to maintain contact withyou and explain the timetable for providing you with a definitive response onyour claim.

You may be aware thatcompensation under this particular EU Regulation only covers delays andcancellations which have not been caused by extraordinary circumstances. Thisrequires careful consideration by the airline around the precise reasons behindthe original delay.

Monarch want to ensure thatevery passenger is provided with a substantive response to their claim and thisrequires quite a lot of investigation. This includes but is not limitedto obtaining detailed information from a number of different areas of thebusiness and, in some circumstance, third party suppliers and the CivilAviation Authority. Nevertheless, our aim is to respond to you as quickly aspossible.

Monarch wishes to assure youthat we will deal with your claim as soon as we have all the relevantinformation. We apologise for the delay and we will revert to you once we havecompleted our investigations. In the meantime, thank you for your continuedpatience and understanding.

Should we not have been ableto assess your claim within the next month, we will provide you with a furtherupdate on progress.


Kind Regards
***********


Monarch EU Claims Advisor
[EMAIL="euclaim@monarch.co.uk"]euclaim@monarch.co.uk[/EMAIL]


So to maybe hurry them up a little bit I am going to reply as follows
Dear Mr B****,



Thank you for your response. As it took over a month to get a reply I get the distinct feeling thatI am not getting the customer care that your company is so often quick to quote.Having taken my booking and money so readily, I would expect you to deal withmy complaint more swiftly. If you need more information to clarify my claim,which incidentally just started as a complaint, please find the following,



Operational reasons do not count as Extraordinary circumstances, and I quote Finnair v TimyLassoon case c-22/11. (Thanks Blondmark)



I do hope this helps you in your judgement and look forward to your reply hopefully sooner than the 30 days as quoted.



Regards



P.J******

TomLikesSausages

I got exactly the same reply, word for word,from David Bulut. I do not know what authority he has within Monarch but it would seem everyone is getting the same response. I do not know if there is anywhere we can find a list of delayed Flights from Monarch that have been heard /or are pending to be held in Court. The impersonal attitude and lack of anything than a holding response just about typifies Monarch customers Service. What next!!!

111KAB

Came across this article which I do not think has been listed before > http://www.moneywise.co.uk/scams-rip-offs/rip-offs/airlines-keeping-us-informed-isnt-frill

Martin85

I sent my claim to Monarch at the end of October and have constantly been given holding replies. I too have just received the same response from David Bulut and have got nowhere. we original put in a claim prior to the EU ruling and were told no action could be taken until the appeal was heard, which is now a ruling. Yesterday I sent a letter by recorded delivery to Kevin George the Managing Director of Monarch Airlines for his personal attention, enclosing all the correspondence and asking for his personal response why my claim is taking so lon mspecifically complaining from the lack of information coming from his EU Claim team.

MontyWomble

Hi all,

Hoping someone may be able to offer some advise on our ongoing battle with Monarch! The summary is on 31st May 2012 we were due to depart from Manchester to Zakynthos at 10am. Upon arriving at the airport, we were given a letter stating “we have been experiencing technical problems with the fleet” but were verbally informed there was a cracked windscreen. As they needed to source an alternative plane, we departed 13 hours later.
We have struggled to say the least attempting to communicate with Monarch, but this week received an e-mail (see below).
I am unsure if a presedent has been set for this, but now have the following questions;
- Is a cracked windscreen deemed as an extraordinary circumstance?
- They claim only one other cracked windscreen within this year, yet I’ve seen on this forum alone one other passenger with the same issue (just don’t believe they’ve suffered only 2 in a year)
- They stated in the letter they “have been experiencing technical problems within the fleet”, I can only assume negligence in ongoing maintenance would lead to technical problems within the fleet? This is very vague?!
Any advice would be very much appreciated as without the facts I feel like we are fighting a losing battle.
Thanks!
In some circumstances, passengers may be entitled to compensation under European Union laws.
However, any monetary payments are subject to certain criteria being satisfied. Where the disruption is caused by an ‘extraordinary circumstance’ which the airline was reasonably unable to prevent, the carrier is not obliged to pay compensation. Extraordinary circumstances have been defined by the courts and the European regulations themselves provide a non-exhaustive list of which circumstances can indeed be categorised as extraordinary. In addition, the CAA has provided some guidance on its views of “extraordinary circumstances” (please see the guidance notes accompanying the 261 compensation claim form).

Our records show that the aircraft scheduled to operate your flight developed a crack in the windscreen which rendered the aircraft unsafe and inoperable. This is an uncommon occurrence of which Monarch have recorded only one other during the previous year. It is unfortunate that on this occasion the fault led to a delay in the scheduled departure time of your flight. As a result and in order to minimise the length of your delay, your flight was operated on the first available aircraft from within the Monarch fleet.

Having considered the factual background of this incident, I am satisfied that this was indeed an extraordinary circumstance that could not have reasonably been prevented by Monarch. I am unable to agree to your claim for compensation.

MontyWomble

Centipede100 wrote: »

Issue a LBA to the airline giving it 14 days to pay up or you will commence legal action without further notice.

We did this a while ago with no response! Hesitant to do this as we don't know if we actually have a claim or not?

111KAB

MontyWomble wrote: »

We did this a while ago with no response! Hesitant to do this as we don't know if we actually have a claim or not?

You do have a valid claim however at Centipede has continually pointed out the outcome is down to the District Judge and even though you have a valid claim he/she may just take an alternative view on the day. As you have plenty of time to submit to the Court you may want to seek the opinion of the CAA to boost your confidence. They are currently taking around 4 months to answer queries but as I said you have time on your side and there are not many places you can get 8% interest on your money!