Monarch Airlines stops trading - latest info and your rights

Moneyer

I had two separate Monarch flights for next February, booked last May on my Halifax Mastercard. One was under and one over the £100 Section 75 limit. Spoke to Halifax a couple of weeks ago and they said they'd see what they can do; I've just received a letter saying:

After reviewing your information, I'm pleased to tell you that I've applied a temporary credit to your account. This credit will show on your account whilst the merchant's bank reviews the information.

Should the merchant's bank disagree with our actions, they'll provide us with more information which we'll forward to you for review.

If they don't contact us, the credit(s) will remain permanently on your account after 45 days.

I guess this means they're using chargeback. Can the merchant's bank "disagree" here on the basis they've passed the money to Monarch and can't get it back? Or can they only "disagree" by disputing the fact that I'm not receiving what was paid for?

If they do "disagree" does that automatically mean Halifax will debit the money again? Presumably in this case I can invoke Section 75 for the more expensive flight, but I'm out of options for the cheaper one...?!

brokeinbristol

My wife and I booked a holiday to Lapland as a package with Monarch costing approx £3100. I have the ATOL certificate and booking ref etc... I phoned in September and gave details to get a claim form and was told that it would be sent out. We had moved since we made the booking and so I told the person at the caa of our new address and also gave him email address to send the form to as he said that they are not posting them out anymore. Two weeks passed and hadn't heard anything so at the beginning of October my wife phoned and asked for a claim form again. The CAA said that it had our details and that a claim form would be sent. Two more weeks pass and no form. It's now 14th October so I submit a request on Twitter to the CAA to send us a claim form and include details of my ATOL certificate. In addition to this is emailed their claims escalation department with the ATOL certificate attached. I got a response from my Twitter DM to fill in a surveymonkey page with my details from the CAA with a message that someone would contact me. I filled this in and still nothing. I then got a reply from the claims escalation team (as by now they are not picking up the phone) telling me that they couldn't find my booking from the details I had given them (my ATOL certificate). They then gave me a link to the same surveymonkey form to populate with my details, saying that they will get back to me. It's now the end of October and despite all the information I've given them and the fact I've got all the evidence to submit a claim I just need a bloody claim form! How long do I have to wait to get my hands on this mythical form? £3100 isn't a drop in the ocean to me and I'd like it back ASAP. is anyone else having this problem? Can anyone PM me a claims form if they have one so I can submit a claim for myself? The next email I send is going to be to the chief exec and the board. I'm really angry at the way this has been handled! Help!

pampam

Sent you a pm

leylandsunaddict

brokeinbristol wrote: »

My wife and I booked a holiday to Lapland as a package with Monarch costing approx £3100. I have the ATOL certificate and booking ref etc... I phoned in September and gave details to get a claim form and was told that it would be sent out. We had moved since we made the booking and so I told the person at the caa of our new address and also gave him email address to send the form to as he said that they are not posting them out anymore. Two weeks passed and hadn't heard anything so at the beginning of October my wife phoned and asked for a claim form again. The CAA said that it had our details and that a claim form would be sent. Two more weeks pass and no form. It's now 14th October so I submit a request on Twitter to the CAA to send us a claim form and include details of my ATOL certificate. In addition to this is emailed their claims escalation department with the ATOL certificate attached. I got a response from my Twitter DM to fill in a surveymonkey page with my details from the CAA with a message that someone would contact me. I filled this in and still nothing. I then got a reply from the claims escalation team (as by now they are not picking up the phone) telling me that they couldn't find my booking from the details I had given them (my ATOL certificate). They then gave me a link to the same surveymonkey form to populate with my details, saying that they will get back to me. It's now the end of October and despite all the information I've given them and the fact I've got all the evidence to submit a claim I just need a bloody claim form! How long do I have to wait to get my hands on this mythical form? £3100 isn't a drop in the ocean to me and I'd like it back ASAP. is anyone else having this problem? Can anyone PM me a claims form if they have one so I can submit a claim for myself? The next email I send is going to be to the chief exec and the board. I'm really angry at the way this has been handled! Help!

I'm confused. Monarch didn't stopping trading until 2nd October so how you could ring for a claims form in the middle of September?

The forms are being emailed out to the email address given when booking, by Protect Claims and Cega, not direct from the CAA. The deadline for them being received was 20th October but I do know of quite a lot of people where they ended up in the spam/junk folders.

brokeinbristol

leylandsunaddict wrote: »

I'm confused. Monarch didn't stopping trading until 2nd October so how you could ring for a claims form in the middle of September?

The forms are being emailed out to the email address given when booking, by Protect Claims and Cega, not direct from the CAA. The deadline for them being received was 20th October but I do know of quite a lot of people where they ended up in the spam/junk folders.

May have got the dates wrong. Just estimated them, I have checked all junk folders of all email addresses, including the one given at booking. No forms.

Caz007

After quite a few phone calls to Halifax, my account has now been re credited :T no forms to fill in and Halifax has not been in touch to let me know they were re crediting my account, but I'm happy to have my case resolved :j

Loz0712

As many comments below reference claims form and no help from Monarch CAA.
I have now contacted my bank which i paid by debit card for my Monarch Package Deal which was Atol protected. My biggest grip is that i paid by debit card on 29 Sept and was still pending in my account on Mon 02 Oct. Although they went ceased trading they still took the payment on 3rd October.

andyf64

As I previously Stated the ATOL Certificate does not state an amount on it anywhere, it just states that the "Package Holiday" is protected. Other than that it only states:

"You can find more detailed information on your booking, including price, on the confirmation
you will receive from Monarch Holidays."

So it looks like if you don't include the seat upgrades at the point of initial purchase it is not included in the ATOL protection.

Hopefully someone else may learn by this mistake.

andyf64

My comment regarding "Cowards" may seem strong, but unfortunately if someone assures me they are going to undertake something then they should see it through, call me old fashioned, but this is just typical corporate bull, to get people off of phones when making enquiries or complaints.

I wonder if Mattyprice would be as cool if they were losing money.

Hey ho this was a genuine enquiry and search for help not a personal assassination quest. enough said.

pampam

I have just received an email that may be of help to some of you.
I don't know why they sent it to me as my 3 claims are already being dealt with under the section 75 regs.
................................................................................................................................................................
email quote
We are writing to you in connection with your Monarch Holidays’ claim.

We are afraid that we are unable to refund you because Monarch Holidays’ booking records indicate that you paid for your holiday using a credit card. All credit card payments made directly to Monarch Holidays are being refunded by credit card issuers and not the Air Travel Trust. This is due to a longstanding agreement and established procedures that the Air Travel Trust has in place with the credit card industry. We have attached a link to a ‘negative response’ letter – please send this to your credit card issuer and they will process your claim.

https://monarch.caa.co.uk/media/1043/monarch-holidays-ltd-caa-letter.pdf

If, however, the information we have received about your booking is wrong and you paid by debit card and not credit card please resubmit your claim to us, along with a copy of your debit card statement (showing your name and the transaction).