Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
Page 1
    • ukmike
    • By ukmike 28th Aug 10, 4:46 PM
    • 713 Posts
    • 368 Thanks
    ukmike
    • #2
    • 28th Aug 10, 4:46 PM
    • #2
    • 28th Aug 10, 4:46 PM
    Monarch sent me a cheque for my claim 6 weeks ago.
    • Coupon-mad
    • By Coupon-mad 28th Aug 10, 9:40 PM
    • 79,154 Posts
    • 93,007 Thanks
    Coupon-mad
    • #3
    • 28th Aug 10, 9:40 PM
    • #3
    • 28th Aug 10, 9:40 PM
    I have not tried calling them but just wrote to the address on their website (contact us) and they replied from the Volcano Ash Team. Phoning is pointless if you want to make a claim, how about recorded delivery, that's what I used for my first letter of complaint and you can track that they received it.

    http://www.monarch.co.uk/faq/flights/contact-us

    Just don't mention the word compensation, tell them you are wanting to claim for expenses of food/accomm/refreshments/taxi transfers under EC261/2004. You'll have to fill in their 'claim form' and endure their excuses, their attempts to deflect you to your travel insurer and finally they might offer you a small amount based on their 'average customer claims' which they say is all they are prepared to pay in spite of reasonable receipts being supplied.

    I am about to sue them for my volcano ash money back as they offered a pathetic amount.
    Last edited by Coupon-mad; 28-08-2010 at 9:44 PM.
    PRIVATE 'PCN'? DON'T PAY BUT DON'T IGNORE IT UNLESS IN SCOTLAND OR NI
    TWO Clicks needed Look up, top of the page:
    Main site>>Forums>Household & Travel>Motoring>Parking Tickets Fines & Parking - read the NEWBIES THREAD
  • gmassoc
    • #4
    • 30th Aug 10, 10:58 AM
    Monarch Phone No
    • #4
    • 30th Aug 10, 10:58 AM
    Hi Ellissa

    I am currently trying to get Monarch to compensate me for a volcanic ash claim. I found this number by using the saynoto0870.com website and it worked for me:-020 8464 3444

    This is the number for the Head Office of Cosmos and Monarch holidays located at the same address - Wren Court, 17 London Road, Bromley, Kent BR1 1DE - as that shown on Monarch ash claims unit's letters. Ask the switchboard to put you through to them.

    Hope it works!
    • Rambosmum
    • By Rambosmum 2nd Sep 10, 10:26 AM
    • 2,028 Posts
    • 2,525 Thanks
    Rambosmum
    • #5
    • 2nd Sep 10, 10:26 AM
    • #5
    • 2nd Sep 10, 10:26 AM
    I wouldn't care how much they sent me, a response would be nice! I filled in my claim form and sent it, next day recorded delivery, 8 weeks ago and have heard nothing back. I know they recieved it. I just don't know what to do, we are really struggling!
  • gmassoc
    • #6
    • 2nd Sep 10, 10:56 AM
    • #6
    • 2nd Sep 10, 10:56 AM
    I wouldn't care how much they sent me, a response would be nice! I filled in my claim form and sent it, next day recorded delivery, 8 weeks ago and have heard nothing back. I know they recieved it. I just don't know what to do, we are really struggling!
    Originally posted by jenniwat001
    I sent my claim in by recorded delivery on 9th July, after a great deal of hassle with Saga Travel Insurance, and received an aknowledgement letter a few days later. They replied formally saying nothing doing on 18th August.

    When I contacted them by phone I was told that they were dealing with claims strictly on a date received basis. Try contacting them on the number I gave to Ellissa, or failing that maybe another recorded delivery letter threatening to initiate a claim using the small claims track of the County Court - use that as your letter heading and hopefully that might grab their attention.

    George
    • Rambosmum
    • By Rambosmum 2nd Sep 10, 1:28 PM
    • 2,028 Posts
    • 2,525 Thanks
    Rambosmum
    • #7
    • 2nd Sep 10, 1:28 PM
    • #7
    • 2nd Sep 10, 1:28 PM
    Thanks gmassoc.

    I rang teh number, got put through and they have no record of our claim form. The girl on the phone had no idea what to do as I had sent the orignals off (we have photocopies) with the first form and she said they wouldn't accept photocopies! I also photocopied our orginal forms. She is supposed to be getting back to me later. Figers crossed.
  • gmassoc
    • #8
    • 2nd Sep 10, 4:06 PM
    • #8
    • 2nd Sep 10, 4:06 PM
    Thanks gmassoc.

    I rang teh number, got put through and they have no record of our claim form. The girl on the phone had no idea what to do as I had sent the orignals off (we have photocopies) with the first form and she said they wouldn't accept photocopies! I also photocopied our orginal forms. She is supposed to be getting back to me later. Figers crossed.
    Originally posted by jenniwat001
    Good to know that the number's still working..
  • Survey66
    • #9
    • 10th Sep 10, 10:13 AM
    • #9
    • 10th Sep 10, 10:13 AM
    Reading the posts regarding peoples' experiences with Monarch has made me sign up to see if I can get any advice in relation to my familys' own claim and offer from Monarch.

    We were stuck in Egypt for an additional 4 days and because we had not booked a package holiday with one of the "big" companies we were not offered any other accommodation, so due to us having two small children, we thought it reasonable to try and stay in the same hotel during the extended period. The hotel was 4 star and we paid to remain all inclusive (thinking that it would be far less hassle when trying to claim back our food expenses as a separate item in any potential claim).

    Our total claim, which trying to be reasonable, did not include all our phone calls, emails and internet trying to get non-existent answers from Monarch and trying to organise alternative means to get home, was £725.00 (for 2 adults and 2 children), which we thought not to be unreasonable.

    After waiting almost 3-months, Monarch finally sent us a cheque for only £255.00 with the get our clause of it being in full and final settlement of this claim if the cheque were cashed.

    My wife and I both feel this offer is unreasonable and appreciate others less fortunate than us in this debacle would perhaps disagree?

    Apologies for the long-winded explanation, but can anyone give any advice on what we should do?

    Any help would be much appreciated.
  • gmassoc
    I received an interesting reply to my letter to Monarch threatening to use the small claims track of the County Court in respect of my claim for additional accommodation costs. I’d previously explained that the insurance settlement my wife and I had I received was for prescribed benefits, covering out of pocket expenses, under the delayed travel section of Saga’s Travel Insurance policy. These benefits were designed for passengers having to spend extended periods waiting for a flight at an airport and were not intended to cover additional accommodation costs.
    Monarch is now maintaining that, ‘there is a possibility that the travel insurance company could approach the airline under EU regulation 261 to recover their outlay. For that reason we are required to off-set the payment that you have received from them against our own liability. This is to avoid any duplication of payment.’
    They go on to re-state that, ‘under Regulation 261, for accommodation costs we are settling claims for £8 per person per night’, which in our case would amount to £80 for the extra 5 days accommodation which actually cost us £340 for extending our stay in the villa.
    Finally, noting that I intend to take the matter further, they suggest that, ‘before you make any decisions in this respect you speak with the ATUC (Airline [sic] Transport Users Council) who will be able to give you impartial advice concerning the next steps.’
    I’ve previously discussed this with the ATUC whose representative supported my view concerning Monarch’s liability for the accommodation costs, and even suggested that if Monarch were so sure that could find accommodation for £8 per night why had they not done so at the time? I will contact them again on Monday and post here there latest position on this matter.
    Re Survey66’s situation I can only reiterate the advice that has already been provided elsewhere within this forum. I believe that Monarch is acting unfairly in attempting to settle claims on the basis of £8 per person, per night. As far as I can ascertain at least, there’s nothing within the EU regulations which permits them to do this. From Monarch’s perspective, the more people who settle on this basis, just to have done with the whole affair, the more they are able to suggest that others are acting unreasonably in rejecting it.
    As well as ascertaining whether you have any legal cover under, for example, a householders’ insurance policy, it might also be worth considering contacting the Citizens Advice Bureau. I would advise you to discuss this with the ATUC too before making any decision on accepting Monarch’s settlement. You can contact them on 020 7240 6061 (Consumer advice line Mon to Thurs 9.30am to 2.30pm).
    I’d be very interested to learn what Cityboy’s views are on this subject. Maybe it’s time for MSE to make a similar referral to the CAA regarding Monarch’s unhelpfulness as they did in respect of Bmibaby previously?
    George
  • lionel leventhal
    Please see my posting today under Cyprus Airways.
    • diesel dog
    • By diesel dog 17th Sep 10, 1:01 PM
    • 265 Posts
    • 120 Thanks
    diesel dog
    We've been totally ignored by Monarch since around March/April time.
    We were left at the airports in both Gatwick and Tobago.
    Have contacted ATUC on several occasions hoping they might help but they just state that Monarch will contact us directly. They never have.

    I'm not going to let it go as it was bad enough having 24hrdelays at 2 airports our our 2 week trip to Tobago from Gatwick. I just don't know where to go from here ...
    • Coupon-mad
    • By Coupon-mad 18th Sep 10, 3:25 PM
    • 79,154 Posts
    • 93,007 Thanks
    Coupon-mad
    We've been totally ignored by Monarch since around March/April time.
    We were left at the airports in both Gatwick and Tobago.
    Have contacted ATUC on several occasions hoping they might help but they just state that Monarch will contact us directly. They never have.

    I'm not going to let it go as it was bad enough having 24hrdelays at 2 airports our our 2 week trip to Tobago from Gatwick. I just don't know where to go from here ...
    Originally posted by diesel dog

    First things first, did you write to complain to Monarch? If not, do so right now. If you did put your complaint in writing but never had a reply, write again recorded delivery.

    Did you complete a Monarch claim form? If not, ask for one in your complaint letter.

    Did Monarch show you any info with your rights on it, at the Airport? (probably not, in my experience at Lanzarote they didn't). If not, they were in the wrong with that as well under EU Law.

    I take it you are not talking about the volcano ash issue which started on 15th April (not March)? Are you talking about another flight delay for other reasons? If it wasn't a volcano ash or other exception circumstance that caused the delay/cancellation then you can claim for pretty substantial compensation as well as right to Care (Articles 7 and 9 of EC261/2004 apply).

    Don't let this drop, but the AUTC are not going to write your complaint/claim for you so stop contacting them and contact Monarch again. If your case is like others on here you'll need to take them to Small Claims Court which is what I will no doubt be doing shortly once I have written to my credit card provider to try a section 75 claim.

    I have already sent Monarch a Letter before Action and they have gone very quiet indeed.
    Last edited by Coupon-mad; 18-09-2010 at 3:32 PM.
    PRIVATE 'PCN'? DON'T PAY BUT DON'T IGNORE IT UNLESS IN SCOTLAND OR NI
    TWO Clicks needed Look up, top of the page:
    Main site>>Forums>Household & Travel>Motoring>Parking Tickets Fines & Parking - read the NEWBIES THREAD
  • gmassoc
    Just a quick update on my own situation re Monarch.

    I discovered that the insurance policy I have with Direct Line does in fact give me legal cover and, despite being advised by one of their staff that they had decided not to pursue these kind of claims, I nevertheless completed a claim form and sent it to them along with copies of my correspondance with Monarch.

    Low and behold they wrote back and are now going to deal with the matter on my behalf. Assumming that Monarch will respond to their entreaties in the same way they did with mine, then the next step will be Direct Line initiating a small claims case against them.

    Re my complaint with ATUC and now via EU Direct, Salavatore D' A(c)unto of the EU's 'Services of General Economic Interest, Passengers' Rights and Infringments' - just a stony silence so far I'm afraid.(see earlier post).

    Keep you posted.

    George
  • ellissa
    Finally received a reply... kind of wish I hadn't now as I'm sitting here in tears. The holiday during which we got stuck due to v/ash was meant to be our honeymoon and we have literally been left penniless because of it.

    The letter basically says that according to their rules and regs they will pay £240 (2 people for 6 nights) and £30 for communication = £270 but as we've already had £200 from our insurance (delay cover) we were entitled to only the £70 cheque attached!

    The hotel we moved to for the extra six nights was the CHEAPEST accommodation available at the time and that cost just under £500.

    Our claim to monarch was £70 for calls/internet - I had to spend hours sending lesson plans home (I'm a teacher) and just under £500 for accommodation (all inclusive so covered meals too) - like I said, cheapest available at the time even cheaper than lower standard self catering and £60 transfers to the airport. Over £600 claim and they offer £70.

    We didnt claim for loss of earnings as they said they would not pay it. Hubby lost roughly £450 earnings.

    I don't think I can fight this, I'm in bits. I know that sounds dramatic but this has been going on since April - we are broke and I just have no fight left. The anger has gone, it's just upset now.
    • eslick
    • By eslick 9th Oct 10, 1:50 PM
    • 2,038 Posts
    • 1,321 Thanks
    eslick
    ellissa dont give up thats what they want, return the cheque to them saying you dont accept their offer and are willing to take it further. the insurance money has nothing to do with them, they cant take the money off their amount even if the amound they were sending was right. make sure you complain to the enforcement body, and consider the small claims court process. you not fighting is exactly what they want, people to give in, you shouldnt the law is there to protect you and doesnt say how much they should pay. Keep fighting
  • gmassoc
    ellissa dont give up thats what they want, return the cheque to them saying you dont accept their offer and are willing to take it further. the insurance money has nothing to do with them, they cant take the money off their amount even if the amound they were sending was right. make sure you complain to the enforcement body, and consider the small claims court process. you not fighting is exactly what they want, people to give in, you shouldnt the law is there to protect you and doesnt say how much they should pay. Keep fighting
    Originally posted by eslick

    Ellissa, I completely agree with eslick - don't give in to their bullying tactics. They have legal obligations but are attempting to wriggle out of these in a thoroughly disreputable manner. As Cityboy and others have suggested, check whether you have any insurance cover for legal expenses - I did and Direct Line has taken up my case directly with Monarch. They have written to them rejecting their assertions about deducting insurance payments from claims and also insisting that my accommodation expenses are reasonable and require to be paid in full, failing which they intend to, “commence proceedings for the above sum in our client’s County Court.”

    If you don’t have legal cover it’s really not that difficult to initiate a claim yourself using the small claims track of the County Court. There’s information available about how to do this on http://www.hmcourts-service.gov.uk/infoabout/claims/index.htm


    George
    • Coupon-mad
    • By Coupon-mad 9th Oct 10, 5:15 PM
    • 79,154 Posts
    • 93,007 Thanks
    Coupon-mad
    Finally received a reply... kind of wish I hadn't now as I'm sitting here in tears. The holiday during which we got stuck due to v/ash was meant to be our honeymoon and we have literally been left penniless because of it.
    Originally posted by ellissa


    Us too. We went on holiday with our 4 kids to get over a redundancy and family member's death - and ended up £2,000 in debt to two other family members.

    Heed what the others are telling you - send back that cheque. Also you could email Watchdog about this offer as they are covering the subject of 'which Airlines have not yet paid out for volcano ash claims' next week.

    I have just emailed them to make sure they mention Monarch as not paying and pretending they can take off the amount of any insurance payout. Let's be clear, they CANNOT do this!

    I don't want Watchdog just to bang on about RyanAir as usual, let's get Monarch on there.

    Email them quickly if you feel so down that you cannot see the way forward, maybe pressure will be put on Monarch, we really DO need them named and shamed:

    http://www.bbc.co.uk/watchdog/gotastory/

    Your way forward to get a full refund plus interest, is Small Claims. Please don't be daunted by it, I am in your shoes as well and so is George (above, posting as gmassoc). We can do this!
    Last edited by Coupon-mad; 09-10-2010 at 5:32 PM.
    PRIVATE 'PCN'? DON'T PAY BUT DON'T IGNORE IT UNLESS IN SCOTLAND OR NI
    TWO Clicks needed Look up, top of the page:
    Main site>>Forums>Household & Travel>Motoring>Parking Tickets Fines & Parking - read the NEWBIES THREAD
  • ellissa
    Thank you all so much for your replies, advice and encouragement. It really does mean a lot.

    Ok, having slept on it and spoken to my husband who is livid about this, I can approach this with a fresh view.

    I have emailed watchdog

    When you all mention legal cover on insurance, I take it you mean on our travel insurance? Not home insurance? Sorry to be thick.

    We will take this further but I can't promise I won't flake again and become a crying wreck!
    • eslick
    • By eslick 10th Oct 10, 10:50 AM
    • 2,038 Posts
    • 1,321 Thanks
    eslick
    its legal cover on your home insurance, if you dont have it you could consider doing it yourself through the small claims process

    http://www.hmcourts-service.gov.uk/infoabout/claims/index.htm
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

3,236Posts Today

5,914Users online

Martin's Twitter