(Luton, UK – 21, November 2016) – Monarch, the leading scheduled airline to leisure destinations, has become the first airline in the world to reach 500,000 real customer reviews through independent feedback provider Feefo. Monarch started using the global ratings and reviews company in December 2013, asking every customer who travels on a Monarch flight to rate their experience. Over 90 per cent of its customers rated Monarch either ‘good’ or ‘excellent’.
To celebrate reaching the half a million mark, Monarch is giving away a pair of flights to the 500,000th reviewer, and another pair in the social media competition. Monarch staff will be handing out limited edition sunglasses to holidaymakers at check-in. The branded sunglasses will be handed out to Monarch customers at check-in at all five UK bases.
Through Feefo, customers can give their honest opinions and rate their journey with Monarch – from the booking process to the service they receive on-board. They can also make suggestions and recommendations. Monarch uses this genuine customer feedback to make popular changes and resolve any issues. Examples include:
- Adding more vegetarian and gluten free options following customer demand
- Introducing free kids colouring packs when feedback showed just how important keeping children happy on-board is to parents
- Updating the look of the Monarch website and making it more user friendly and responsive on all devices including smartphones and tablets
Robert Foulkes, Senior Digital & Marketing Manager at Monarch said: “We are very proud to be the first airline to reach half a million Feefo reviews. Feefo has provided us with an excellent source of customer insight. This allows us to focus on our customers’ feedback – both positive and negative – and make changes where we can”.
Andrew Mabbutt, CEO of Feefo commented: “We’re delighted that one of our longest-standing and biggest clients has reached the half a million reviews mark. Monarch has consistently had positive Feefo reviews and ratings from its passengers, and it is a great example of how brands can improve and grow their business by listening to the voice of the real customer.”
Feefo reviews are independently validated against our reservations, therefore guaranteeing every single review received is matched to a genuine customer who has booked to fly with Monarch.