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.
