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Monarch delays & Compensations. Listed flights denied in O.P.
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MoneySavingExpert
Chair, Martin Lewis · Editor, Marcus Herbert
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Whilst many things were discussed, the most important things for this forum are:
(All according to them)
Monarch are opening claims in order of date received, and are then opening a file on that flight number, amassing the facts, and then passing the details to their legal dept to discover whether the claim is allowed or denied.
So they might be to-ing and fro-ing between years.
Once a claim relating to a flight has been determined, then future claims on the same flight are answered more quickly.
They claim to have resolved/reached a decision on approx 600 flights so far, out of 10,000 claims received.
Many claims are incomplete and/or do not even relate to a delay that was over 3 hours. This is the main reason for asking for a claim form to be completed in all cases. (Not everyone uses MSE I suppose :cool: )
The main reason for not being able to give a time frame for 'how much longer' type of questions is because of the legal dept, who simply do not have any concept of real world time frames. They simply know that there isn't anything punitive that can happen to Monarch in delaying the reply, so they continue to treat people like cattle.
They have increased staff numbers to the EU team and have introduced weekend working to try and clear the backlog.
Another thing i took out of it is they wont be paying out compensation unless they have to, So basically their legal team are scrutinising to see if they have to pay out, and if its dubious they are referring to their higher legal team, so it can take a while to make a decision
So the point of commencing MCOL when I might be within touching distance of a resolution/reason for denying the claim is a quandary for me.
I'm firmly of the opinion that they don't have a leg to stand on in my case, regarding EC's, so a denied claim can easily be acted upon.
Patience patience patience :cool:
Yes I agree that's another thing that was said.
Briefly explained on post #14 on this thread
http://forums.moneysavingexpert.com/showthread.php?t=4384583
def clear cut there
the date of recieving claim forms i took it, but then solving all claims on that flight
Yes fully realise, thanks, from my claim against Ryanair a couple of years ago.
Mark - thanks for your update. I do understand that Monarch have been inundated as I have probably had replies from 4 or 5 different people there however as I have an MCOL my 'case' is now being dealt with by their legal dept. Worth bearing in mind that the reason for my delay differs on who you speak to/have emails from ie it appears that the left hand doesn't know what the right hand one is doing! There were also multiple reasons why I had a 26 hour delay ie plane problems/accommodation difficulties/staff not there etc etc so like you I believe I have a non defensible case but Monarch have chosen to employ a TUI lawyer (as I understand it) and it is he who is giving a totally different explaination to the Monarch Customer Service department!
With regard to someone raising the fact that someone fainted it actually happened with us as well! For the first 13 hours or so we were in an air conditioned departure lounge (still quite hot as it was July in Spain) but then - in order to keep us quiet I think - the Guardia moved us to a room where, although it had outside windows, seemed not to have air-con. This fact does not form part of my claim but merely serves to prove a point that Monarch had not got a directly employed representitive or clue what the hell was going on.