customer service - customer services and other faqs

how can I pass my comments onto Monarch?

Please write to Post-flight Customer Service Centre, Monarch Airlines, Prospect House, Prospect Way, London- Luton Airport, Luton, Beds, LU2 9NU.

my flight was delayed, am I entitled to compensation?

As there are so many factors involved, flight schedules cannot be guaranteed. Disruptions caused by weather, Air Traffic control or Industrial disputes are considered circumstances beyond our control for which we have no liability. However if it was an extremely long delay please contact our Post-flight Customer Service Centre in writing who will review this on an individual basis. Please write to the above address.

what happens to lounge access I have purchased in the event of a delay?

Airport lounge access is non-refundable. In the event of a delay, normal lounge hours (and the 3 hour maximum stay) apply. Please check the lounge opening times before booking to ensure the lounge will be open prior to your flight.

can I request an insurance letter after a delay?

If you've NOT filled out a delayed card on board you can contact our Post-flight Customer Service Centre, who will be able to forward one of these to you.

what happens if I can't travel due to a bereavement?

We will offer a full refund in cases of the death of a passenger travelling with us. The balance will be issued to the original payment method. In cases where payment has been made by the deceased and the card is now closed, legal forms will be sent to the solicitor handling the will or the family member claiming the refund. A cheque will be issued on return of the appropriate signed forms. You will be required to provide a copy of the death certificate.

If you are due to fly with us but have been affected by bereavement of a close family member and no longer feel that you can travel at this time we will offer to hold the value of your flights less administartion charges for up to a maximum of one year. You will be required to provide a copy of the death certificate. 

where can I find out about the carriage of human remains?
All requests for the carriage of human remains should be directed to Airline Cargo Management on 01753 686852 or

Can I get an invoice or insurance letter if I'm not able to make my scheduled flight?

Please contact our Pre-flight Customer Services Centre. A fee of £10 will be payable for all invoices and insurance letters

will you arrange for my onward transportation in the event of a delay?

Onward transportation is not Monarch's responsibility. When arranging onward transportation it is advisable to obtain a contact number should a delay situation occur.

I have experienced problems with my in-flight retail purchase, who do I contact?

Within a reasonable time of purchase, Monarch will refund the price you paid for, or replace goods which prove to be faulty. Please return such goods and the relevant payment receipt to: In-flight retail customer services, Alpha In-flight, Building 319, World Freight Terminal, Manchester Airport, M90 5EX stating the flight number, date of purchase and whether you prefer a refund or replacement Monarch reserves the right to make a refund if a replacement is not available.Monarch regrets that cabin crew cannot make refunds or provide replacements for faulty goods purchased on a previous flight.This does not affect your statutory rights.


I'm awaiting an inbound flight - who do I need to contact to check the arrival time?

Please contact the necessary airports flight information line:

  • Aberdeen 01224 722331
  • Belfast 028 94422888
  • Birmingham 0121 7675511
  • Bristol 0870 1212747
  • Cardiff 01446 711111
  • Dublin 003531 8444900
  • Edinburgh 0131 3331000
  • Gatwick 08700 002468
  • Glasgow 0141 8871111
  • Leeds 0113 2509696
  • Liverpool 0151 2884000
  • Luton 01582 405100
  • Manchester 0161 4893000
  • Newcastle 0191 2860966
  • Stansted 0870 0000303

can I visit the Captain?

For security reasons, this service is no longer available

what aircraft will I be travelling on?

Monarch operate a fleet of Boeing 757's, 767's and Airbus A320, A321, A300 and A330. The exact aircraft that you fly on will depend on the route that you are travelling.

can I use electronic computer games, portable stereos and mobile phones on the aircraft?

Portable games and stereos can be used during the flight but not during take off and landing. Please note mobile phones must be turned off before boarding and not switched on until well inside the airport terminal building.

I am a journalist and have a query about Monarch Airlines. Who should I contact?

Please email us here.

I represent a charity and am looking for sponsorship and/or assistance. Who should I contact?

Please write your request on charity headed notepaper and post to:

Head of PR & Communications
Monarch Airlines
London Luton Airport

I am a student looking for further information about Monarch Airlines. Who should I contact?

Unfortunately the press office is unable to address individual enquiries from students.


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