Since 2010, Feefo have advocated transparency and trust in customer reviews and after recieiving 500,000, we have now been awarded an outstanding service award from them: The Gold Trusted Service Award. This recognises businesses that receive a high service rating from their customers (93% in the last month). It’s a testament to the cross department service delivery success with all areas measured from web booking to service at the airport and on board experience.
Monarch strives to make sure that customers start their holiday the moment they enter the airport by accommodating to all their needs and we have developed our services to ensure that we maintain our acheivements over the past year:
- We became The worlds most punctual low cost carrier -OAG 2016
- We reached 500,000 Feefo reviews from our customers
- We were one of the first airlines to offer 0% credit card fees on all flights and holiday bookings
Other than flying you to our growing range of great European destinations Monarch want to ensure that everything we do reflects exactly what you expect and need from us. Whether we are inviting you to create our on-board menu or giving you free flights for your random acts of kindness; Monarch value their customers. We intend to make the entire journey a pleasant and comfortable experience and Ann Marie Cottee -Head of Cabin Services has said:
We invest heavily in our crew training, both in safety procedures and service delivery with all crew undergoing World Host training. This is an accredited programme used to train the Games Makers for the London Olympics in 2012. It focusses on putting the customer at the heart of what you do. We were the first airline to roll out this programme in 2013. We have also simplified our on board service allowing more time for crew to interact with our customers. We have a robust programme for managing cabin defects, therefore ensuring our cabin environment is as comfortable and presentable as possible. And finally we have focussed heavily on OTP and last month OAG named us ‘The world’s most punctual low cost carrier 2016’
Your feedback is always taken on-board and we have recognised changes that you wanted throughout your flight with us. In November maintanence on the aircrafts were in operation, we took this opportunity to look into seat defects and then refurbished a couple of our planes to ensure our customers had a comfortable flight . This is just one of many improvements that have been made to make flying with Monarch more relaxing. We also listened to your views on pace of service which has now been updated to incorporate a speedier delivery on board.
Website optimisation is a prominent change at Monarch where we are developing an easier experience when booking your flights. After reviewing our previous app we made updates to it to ensure that it is adapted to suit your busy lifestyles.
Mobile transactions were up 300% YOY so it was important to make sure that we were delivering the best mobile service.The booking process allows you to now quickly find and book Monarch flights on the go whilst also allowing you to track your flight so you are aware of the status of your departure and arrivals as well as managing your overall booking. Another great feature of the app is that you can finally check-in online which makes your airport experience much simpler and stress free. If you don’t have it already make sure you download our app from Google Play or the Iphone App store.
If you know of any way in which you think we can improve our service please let us know below!