(Luton, UK – 22, February 2017) – Monarch has been awarded the ‘Gold Trusted Service’ award by Feefo, the independent trusted ratings and reviews platform. Feefo reserve their Gold Trusted Service Award for businesses that achieve an average service rating of at least 4.5 out of 5 over a year.
Monarch was the first airline to connect its customers to Feefo, and has been collecting and responding to reviews since 2013. Last year Monarch reached a milestone with 500,000 Feefo customer reviews, with over 90 percent rating Monarch either ‘good’ or ‘excellent’.
Through Feefo, customers can give their honest opinions and rate their journey with Monarch, making suggestions and recommendations. Monarch uses this genuine customer feedback to make popular changes such as:
- Developing new apps and mobile boarding for Android users as well as Updating the look of the Monarch website and making it more user friendly and responsive on all devices including smartphones and tablets
- Reviewing our Vantage Club loyalty offering
- Punctuality (on time performance) – Monarch was voted the world’s most punctual low cost carrier in OAG’s Punctuality League 2016
- Maintaining our current fleet to ensure our customers have a comfortable journey before the introduction of our new Boeing 737 MAX 8 fleet in 2018
Robert Foulkes, Head of Digital and Marketing commented: “We are really proud to have been awarded the ‘Gold Trusted Service’ award. The accolade is awarded to businesses who are dedicated to provide outstanding customer service, which is something that Monarch prides itself on.
“Last year we reached 500,000 reviews through Feefo and in large, it’s thanks to our customers for taking the time to tell us about their experience. The feedback gives us a tangible measurement of our focus on delivering great service to our customers.”
Andrew Mabbutt, CEO of Feefo said: “We’re thrilled that one of our longest-standing clients has won the Feefo Gold Trusted Service award, a reflection of the company’s commitment to collecting, listening and responding to customer feedback. Monarch reached the half a million reviews mark last year, and is an example of how brands can improve and grow their business by utilising online reviews. A worthy winner and we look forward to working closely with Monarch to build trust and transparency across the travel sector in 2017 and beyond.”