Every time you fly with Monarch we will send you an email to ask for your thoughts on the flying experience from start to finish. Your feedback is really important to us; whether it’s good or bad to help make sure every Monarch flight is as good as it can be. Sometimes external influences out of our control can create delays and problems that disrupt your flight with us. We try to keep these to a minimum but it’s important to us that we communicate with you in the best way about these issues.
Our detailed survey gives lots of suggestions on how we can improve your journey so here are some of the things we have changed based on your feedback over the last year.
On Board Food Delivery
We’ve recognised that on some flights our food is so popular that it sells out! This we have heard from your comments is very frustrating particularly when travelling with children or on an empty stomach. We work very hard to make sure there is minimal food wastage on board our flights as everything is cooked on the flight it cannot be then re-used for the next flight. Sometimes we get unexpected demand for our food which leaves us short of toasties or our beloved bacon Panini’s!
Ongoing we continue to explore ways to meet your demands, we have increased stock levels across all flights and have also added products that can be stored for more than one flight.
Exciting New Products Tested By You
Over two thirds of you purchase food or drink on board so we know it’s important when flying. We’ve heard you ask for more variety on the coffee and to be more like the coffee shops on the ground. This month (July) we have introduced Nescafe Lattes with lovely authentic syrups that you’ll see on the high street as an indulgent treat on your flight. Make sure you try one on your next flight.
Last year across our range we added more Vegetarian and Gluten Free options, through our snack boxes which came from customer feedback.
Based on your menu feedback we continue to improve your favourites; this year after customer panel testing we improved the cheese toasty and changed the cheese we used. The forthcoming new Burritos (on board from 1 August) were tested on 20 customers who then chose the flavours we will have onboard. We have also tested our breakfasts with numerous sausages and different egg types!
We also heard that you wanted more beer variety so after careful consideration we’ve added Brewdog IPA to our alcoholic menu – a real hit for the Craft Ale drinkers amongst you.
Keeping The Family Entertained
Last year during our busy summer months you told us that travelling with children can be stressful at times and asked if we could do something to help out. This summer we have introduced free kids colouring in packs to keep the little ones busy on board which we hope may help a little.
This is a trial that will be launched on flights from London Gatwick on most flights. If successful we’ll look to expand to other airports. Don’t forget to tweet us your amazing colouring masterpeices to @monarch!
Online Check In
Last year our online check-in was changed to be free 24 hours before departure; before this it was only available to those customers who had pre purchased a seat. This we heard was frustrating to you and felt that you were forced to purchase a seat. Our pre seat purchase is there for those to carefully pick the best seats on the plane and not to force you to check in online so we therefore made changes to do this. As a result more of you are checking in online than ever before and avoiding the check in desks all together.
Storage Space in the Cabin
On particular flights we know that space in the overhead lockers can be limited when the number of carry on bags is high. You have told us that it’s frustrating to be searching for a space and also that it can hold up a flight so we have made active changes to combat this.
The cabin can only hold so much, so our cabin crew are now notified if the number of hold bags (purchased bags) is lower than usual. This then results in crew knowing they may need to be available on boarding to provide extra help with storing bags and to then to store cabin bags in the hold when space is low.
Refreshing Our Seats and Maintenance
Although our planes are continually checked it is sometimes difficult to check every seat. We’ll soon be updating our whole fleet with new planes so we are aware that sometimes seats might need some maintenance. From filling out our customer surveys we have been able to increase the number of seat or interior refreshes on board over the last year. So keep telling us! We want your journey to be as smooth as possible.
Do you want to help Monarch with feedback on your flight? Join Monarch Voice and in return to answering our monthly surveys we’ll enter you to a prize draw every month to win free flights.