Author Topic: Monarch Customer Service 10/10  (Read 2241 times)

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Offline GordonA

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Monarch Customer Service 10/10
« on: July 21, 2012, 18:29:51 PM »
A seriously BIG thumbs up to David Wright of Monarch Customer Relations.
When Loz & I traveled from Luton Airport to Dalaman on April 26th, we had pre-paid via Internet, for 2 bags to be placed in the hold. These 2 bags weighed, in total 19.47 kilos. We were charged £25 for "Excess Baggage" by a young, very rude upstart of a young woman who would not accept the fact that Monarch 's hold baggage allowance is 20kgs, PER PASSENGER, NO matter how many bags that passenger is placing in the hold. She point blank refused to check Monarch's website in order to ascertain the truth or otherwise of our argument. Probably the most ignorant, distasteful young woman that I have ever had to deal with !  >:(
After we returned from Turkey, I wrote to Monarch stating exactly what had occurred, & asking for a refund of our £25. I received no reply, so yesterday I made a phone call, & lo & behold, after a quick check of the details I provided, this young man credited our account with the appropriate amount, & made a proper apology for the conduct of his colleague.   :)
In my opinion, a credit to HIS training in what must be a very trying atmosphere in which to work. Well done, David, & thank you.

Offline cheers

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Re: Monarch Customer Service 10/10
« Reply #1 on: July 21, 2012, 23:44:14 PM »
I wish I could have given a thumbs up to this Gordon  ;D

Offline loz

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Re: Monarch Customer Service 10/10
« Reply #2 on: July 22, 2012, 13:33:09 PM »
Thumbs up, just found out what it is and now it is gone, oh well. 


When we were at Luton I did have to stand away from the counter, I was ready to haul the woman over the counter! I had a bad week, first problems with the car hire, then I mislaid an important paper for Turkey, this was all that I needed, it is usually me that pulls Gordon out of a situation yet he was so damn cool and calm that I could have clouted him.
When he started to write the complaint I did not really take much notice especially as complaints to TC had never been acknowledge in the past, so when he got off the phone, looked at me, and said "Sorted, refund to be paid into account with in 5 days" I could hardly believe it.
I still can't believe that it was Gordon being so calm, I think he had been taken over by aliens. it is going to take some getting used to ;D  ;)

Offline badger

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Re: Monarch Customer Service 10/10
« Reply #3 on: July 22, 2012, 19:45:00 PM »
 

Quote  Loz
When we were at Luton I did have to stand away from the counter, I was ready to haul the woman over the counter! I had a bad week, first problems with the car hire,

Was it similar to the classic scene in planes, trains and automobiles with Steve Martin    :) 




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