Monarch failure: Flight booked with Monarch? Here is what to do

Monarch failure: Flight booked with Monarch? Here is what to do

The Civil Aviation Authority is handling the Monarch failure and advises:

Monarch customers in the UK and yet to travel:

Don’t go to the airport. There will be no more Monarch flights

Monarch customers abroad:

Everyone due to fly in the next fortnight will be brought back to the UK at no cost to them. There is no need to cut short your stay

For customers abroad and due to return to the UK on or before October 15 the CAA is making arrangements for them to return home to the UK on a new flight, at the end of their holiday. These new flights will be at no extra cost.

The CAA says it will prioritise vulnerable passengers, including unaccompanied minors, and make sure that family groups travel on the same flights.

Customers abroad should check the CAA’s ‘my new flight back to the UK’ pages on its website. Details of return flights will be available a minimum of 48 hours before the original Monarch flight time.

All affected customers:

Check monarch.caa.co.uk for more information

Or call the 24-hour helpline: 0300 303 2800 in the UK and Ireland, +44 1753 330330 overseas

Customers overseas:

Check monarch.caa.co.uk for confirmation of new flight details which will be available at least 48 hours in advance of your original departure time.

Customers should aim to arrive at check-in three hours in advance of the new flight time as check-in is likely to take longer than normal.

Customers will not be able to request to fly back to the UK earlier than the date of their original flight with Monarch.

The vast majority of customers’ new flights will be at the same time or later than the original booking, so enjoy the rest of your holiday.

Accommodation

The CAA is contacting all accommodation providers in order to make arrangements for customers to remain in their accommodation, on the same board basis, for the duration of the holiday, at no extra cost.

However, if customer are required to make a further payment for your accommodation, please ask them to pay this and make a claim with a receipt to the CAA when they return to the UK.

Airport transfers

If a booking included transfers, they will be re-arranged to match their new flight. This information will be provided by in-resort representatives or the hotel.

Customers yet to start holidays:

Check if you have an ATOL certificate for your booking.

Customers holding an ATOL certificate issued by Monarch should check monarch.caa.co.uk for information about how to claim a refund for flights or holidays.

Customers holding an ATOL certificate issued by another travel agent or tour operator should check with the company they booked their holiday or flights with for information on what happens next.

Customers whose future travel is not protected by ATOL should check with their travel insurer or – depending how they paid for the holiday – their credit card or debit card issuer, in the first instance.

Future bookings

For flights booked directly with Monarch Airlines from December 15 2016 onward:

Customers with these bookings are not Atol protected and are not entitled to make a claim to the CAA.

Flights booked on or before December 14 2016 directly with First Aviation Ltd trading as Monarch Airlines:

If your flight was booked with Monarch Airlines on or before December 14 2016 and you received an Atol Certificate stating that your flight is protected with First Aviation, you are protected. The CAA is making arrangements for refunds to be made as soon as possible to these UK customers.

The CAA will be providing more information on how to make a claim shortly when it makes the Monarch claim form available.

Bookings made directly with Monarch Airlines from December 15 2016 onward are not protected by Atol.

Holidays booked directly with Monarch Holidays:

Customers booked directly with Monarch Holidays are protected. The CAA is making arrangements for refunds to be made on these bookings as soon as possible, which it aims to complete by the end of 2017 at the latest.

Information on how to claim will be made available on the CAA website shortly.

Accommodation-only bookings

For ‘accommodation-only’ booking with Monarch Holidays Ltd customers should be able to claim through credit card company or bank if paid by credit or debit card.

Credit card companies or banks may ask customers for a referral letter from Abta, which can be downloaded here: https://abta.com/news-and-views/news/monarch-holidays-ltd

Suppliers to Monarch

The CAA has details of all suppliers and is getting in contact with them to guarantee payment and allow customers to continue their trip without being asked to pay again.

The CAA advises not to ask customers to pay again or to leave the accommodation as it will arrange payment as soon as possible.

More:

Monarch: A timeline

Rival airlines accused of ‘profiteering’ in wake of Monarch failure

Monarch failure: Vast majority of holidaymakers’ arrangements covered, says Abta

Aito to contact its affected customers with new flight details

Monarch failure: Government to pay bulk of repatriation costs

Monarch Airlines goes into administration

Swaffield says sorry and praises courage of Monarch owners

Speedy overnight response saves Classic Collection customers’ holidays

Industry reacts to Monarch collapse on social media

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