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booking - Monarch mobile faqs

How do I sign-up?


Signing up for Monarch Mobile. 

1)     Sign up during your flight/holiday booking process online at monarch.co.uk. You will be asked to enter your contact information, you can choose to also opt-in for Monarch Mobile. The cost is simply added onto your total flight/holiday booking price. Please note: if your flight was booked before October 2009 you will be unable to sign up for Monarch Mobile.
 
Important:
·         The cost to subscribe for Monarch Mobile is non-refundable. 
·         Text messages will be sent to the mobile number you give us as part of your booking, so please bear this in mind if you are booking on behalf of someone else, but not actually travelling yourself.
·         Monarch Mobile is automatically assigned to the first passenger on the booking.
 
 
How long does my subscription last?
Each Monarch Mobile package lasts for one trip/holiday, ending automatically once you have completed your return flight and all associated text messages have been sent. You will usually receive your first message the day after subscribing and the last message on the day of your return flight.
 
Will there be any other charges?
After the initial subscription fee, the only other time you will be charged is if you choose to use any of the optional extra services such as Keywords (e.g text EVENTS to our shortcode to receive event information for your destination) or Ask Any Question.
 
We will always make it clear where any additional charge is payable, so you can be aware of this before you proceed. Also, if you subscribe for ‘My Mobile’ which uses mobile internet, you will not be charged by Monarch for accessing your personalised destination guide, but may be charged by your network operator at your usual rate for time spent browsing on the internet (depending on your monthly contract / time plan). Please consult your network operator for more information.
 
If your phone is registered in the UK or Europe, your mobile network provider won't charge you to receive our messages (if you're phone is registered outside of Europe, please check any costs with your mobile operator).

What information do I receive to my mobile and when?
The information you receive from Monarch Mobile varies depending on which package you subscribe for.
 
Mini-Mobile – our simplest package, texts you a reminder of your booking confirmation, your flight number, check-in times and airport terminal. You will also receive updates in the event of a UK departure delay. Messages are sent the day after you book, 7 days prior to travel and on the day of departure.
 
Maxi-Mobile – texts you a series of useful reminders, including your booking confirmation and itinerary, useful numbers, travel tips, traffic update, weather forecast, check-in times, terminal information and useful keywords.   You will also receive updates in the event of a UK departure delay. Messages are sent the day after booking, during the week before travel and on the day of departure.
 
My Mobile – texts you with a reminder of your booking confirmation, your flight number, check-in times and airport terminal. You will also receive your personalised web link so you can access your Monarch Mobile destination guide and prepare your own itinerary by storing useful information. You will also
receive text updates in the event of a UK departure delay. Messages are sent the day after you book, a week before travel and on the day of departure.

How many messages will I receive?
The number of messages varies depending on which package you subscribe for.
 
·         Mini-Mobile – normally 4 messages, plus further messages in the event of UK departure delay.
·         Maxi-Mobile – normally 10 messages, plus further messages in the event of a UK departure delay.
·         My Mobile – normally 7 messages, including a personalised weblink which you can use to access your mobile destination guide, plus further text messages in the event of a UK departure delay.


What if I change my mind and want to unsubscribe from Monarch Mobile?
Your Monarch Mobile subscription is only valid for one trip/holiday, so you will be unsubscribed automatically after your return flight. However, if you wish to unsubscribe before this, simply text STOP in reply to any of our text messages. This will remove you from the Monarch Mobile database (but does not remove you from any other Monarch databases e.g email newsletter). 
 
Please be reminded that Monarch Mobile subscription fees are non-refundable if you do choose to unsubscribe.
 

What if my flight is delayed when departing from the UK?
Monarch Mobile will send you a text to notify you if your flight is delayed after you have checked in and, where possible, advise you of the new estimated time of departure. However, we advise customers to always check the airport departure boards for confirmation and/or any additional information. It is your responsibility to be at the boarding gate on time (no later than 40 minutes before scheduled departure time).
 
I can’t access my personalised Monarch Mobile web link?
The Monarch Mobile destination guide is a selection of web pages on your mobile that can be accessed by clicking on the web link that we text to you. Depending on your mobile handset, the method used to access your personalised web link may vary.
 
With most modern handsets the web link provided on the text will be automatically highlighted, allowing you to click on the link and simply wait for the destination guide to open up on your screen. If the link is not highlighted you will need to open the text message, click ‘Options’ then ‘Go To’ or ‘More’ or ‘Cut Address’. There may be other words that describe this action. If in doubt, you may need to refer to your mobile manufacturer user manual for confirmation of how to open a web link using your handset.
 
Alternatively, in most cases, you will have an internet icon on your phone menu which you can click to open up the internet. You can then copy and paste the web link from your Monarch Mobile text message into the web address box on your mobile internet homepage.
 
If you are still not able to open your Mobile Destination Guide, you will need to make sure your handset is web enabled. You will need to contact your network operator, who can provide advice and support to help you activate the internet on your phone.
 
If after this you are still unable to access the link, please email us at helpme@mobile.monarch.co.uk and we can try to offer further assistance, or move you onto a different Monarch Mobile package which does not require mobile internet access.
 
 
What if my flight time / date / destination has changed – will you send me the right text messages?
Yes, if a change is made to your booking more than 48 hours in advance of your original time of departure, our database is automatically updated with the new booking information so we can send text messages related to your new travel itinerary. There is no need for you to contact us with the new details.
 
Unfortunately, if you make a change to your booking within 48 hours of departure we are unable to update your Monarch Mobile subscription with your new travel itinerary. Note, Monarch Mobile fees are non-refundable but you can choose to unsubscribe if you wish, simply by sending the word STOP in reply to any text messages that you do receive from Monarch.

What if I cancel my flight - will you still send me the text messages?
No, if you cancel your flight more than 48 hours prior to departure we will not send you any text messages. However, please be reminded that Monarch Mobile subscription costs are non-refundable.
 
If your booking is cancelled within 48 hours of departure you may still receive text messages from us, but you can choose to unsubscribe if you wish, simply by sending the word STOP in reply to any text messages that you do receive from Monarch.
 

Is my personal data kept securely?
Yes, the Monarch Mobile service is operated within Monarch’s standard privacy policy, which means that all of your personal data is kept securely in accordance with the Data Protection Act.

Who provides the Monarch Mobile service?
Monarch Mobile is powered by Travel Buddy. Travel Buddy is owned and operated by Mobile Trails Limited, a privately owned company based in Surrey, working in conjunction with Monarch. Launched in April 2006, Travel Buddy provides location-based information directly to the traveller and then allows that traveller to interact with the service via keywords to obtain further information as and when required.
 
When you sign up to Monarch Mobile, your contract is actually with Travel Buddy, as they are the provider of this service. Please ensure you read the terms and conditions of the service at the foot of this page. If you need to contact Travel Buddy with a query about Monarch Mobile, please call 0208 939 8714 or email enquiries@mobiletrails.com.


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