Monarch Airlines no longer has a customer service department, as they ceased trading on 2nd October 2017. You can direct your complaints regarding Monarch to the Civil Aviation Authority instead. Call 0330 022 1500 to complain about Monarch and get help with claims.
Monarch Airlines Complaints
If you still bear a complaint against Monarch Airlines from before their closure, call 0330 022 1500. The sudden suspension of flights and the termination of all services left many customers and even members of staff in trouble. Complain if abandonment by Monarch Airlines was the cause of extreme distress and further problems for you. If your grievance is about a Monarch aircraft or employee, this will now be defunct, as they are not operating anymore. You can still call this helpline to make complaints about these things if you wish.
Out-of-Pocket Expenses Complaints
If you had to pay for new accommodation or a flight out of pocket due to Monarch Airlines folding, call 0330 022 1500 to complain. This only counts for customers who made bookings before the closure on 2nd October 2017. If you want to get your money back, you will need itemized receipts to make a claim. Your refund will depend on the individual circumstances, costs, and level of ATOL protection. In some cases, you may not have a legitimate claim with the CAA, but you could try claiming this money back from your bank within 120 – 540 days.
ATOL Holder Complaints
Were you scheduled to travel with Monarch until the sudden termination? Do you have an ATOL certificate? If your holiday was protected by ATOL, then you should have received a certificate after making payment to the ATOL holder. Your ATOL certificate should state whether it was a package sale, flight only sale, or flight plus sale in the lower right corner. Claims will depend on which type it is and who was protecting your holiday. Call 0330 022 1500 to complain about a disrupted Monarch holiday booking if you had ATOL protection.
Non-ATOL Holder Complaints
As Monarch was not an ATOL holder at the time of closing, the majority of bookings would not have been protected by ATOL. These include flight-only and holiday-only bookings. In these cases, customers cannot get refunds via the ATOL scheme. They are not entitled to reimbursement of out-of-pocket expenses from the CAA. However, you can still call 0330 022 1500 to complain about Monarch’s failure to provide services that they took payment for. You can call to ask for advice on how to get a refund, depending on the way you paid.
Travel Agent Complaints
The CAA organized repatriation flights for holidaymakers stranded abroad in October 2017, and liaised with hotels to prevent customers being forced to pay again. If you are a travel agency with bookings through Monarch, call 0330 022 1500 to complain about subsequent problems. Travel firms can also ask the CAA for advice on ATOL and procedures after the collapse of Monarch Airlines. Agencies offering package holidays with Monarch should have taken appropriate action for customers. Call to complain about cancellations and refunds.
The CAA is not responsible for the handling of Monarch’s business on their behalf. Make a complaint about the Monarch Airlines administration by calling 0800 015 2557. KMPG, the administrators, are handling complaints from anybody Monarch was in debt to. Traders, suppliers, and employees can contact KMPG with complaints or questions. Customers can also contact KMPG to complain about Monarch and get support with claims. Complaints can be regarding any of the Monarch entities, which are all under administration by KMPG.