A good news story from an airline – well done, Monarch!

A couple of weeks ago I was meant to be going on a press trip to Tenerife  with my family and reviewing a couple of hotels out there.  Shortly before we were due to depart, I was looking into travel insurance as I was aware that our annual policy had expired.  I contacted the travel insurance company we’d previously had cover from and sent them an email, rather than an instruction initially, because I had a query about the policy that I wanted to run by them.

I never received a reply from that email and, before I knew it, events unfolded shortly afterwards, that were to entirely scupper our plans.  Our younger son was diagnosed with Henoch–Schönlein purpura which left him with a nasty rash on his legs, and resulted in painful swelling on his joints – particularly his ankles – that temporarily prevented him from being able to walk.  Our doctor sensibly advised us not to travel.

With this diagnosis, I knew I couldn’t just get travel insurance retrospectively.  So I contacted Monarch who I’d booked our flights with, and explained my predicament. They were extremely helpful and understanding and have allowed me to re-schedule the flights for the same time next year so that I can make the trip then – all at no cost.

Of course, all this was the least of our worries.  The main thing was that our son made a speedy recovery and I’m pleased to report that he is doing much better now and has even been able to return to school today. That said, it was a very kind gesture from Monarch and gave us one less thing to worry about.

For the record, to my surprise Monarch do have a policy that allows you to amend your flights up to just 4.5 hours prior to your departure, usually at a cost of £27.50 per flight if done online (or £40 if done over the telephone), and you can amend your flight to dates up to a year in advance – a useful feature for anyone else finding themselves in a similar predicament.

A worthy mention also goes to Skyparksecure who I’d booked a ‘meet and greet’ airport parking service with.  I contacted them also, and they have simply re-credited our account so that we can re-book with them on another occasion.

And the moral of the story?  Even if your travels aren’t imminent, if you have a trip booked, make sure you have travel insurance in place at the time of booking, and not just prior to your departure.

Comments (3)

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  1. irene says:

    great advice and nice to hear of some companies that have their customers best interests at heart. glad to hear your son is doing ok.

  2. Paul Johnson says:

    Thank you for your good wishes, Irene. He’s doing much better now, thank you.

  3. Mark Speers says:

    Hmm I wasn’t so impressed with Monarch when their website says 20kg hold baggage per person. But at check-in they told me it was 15kg and I would have to pay £9 per kg. Which meant I and many others would conned for more money. In my case £45. I wrote to Monarch and said that their website says 20kg and check-in say it’s 15kg. They offered me my money back. But how many people don’t bother to take it further and get ripped off??

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