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Website help - How to report a problem with the website

How to report a problem with the website

We are sorry if you have experienced a problem on our website today. We will do our best to resolve this for you as quickly as possible.

Please provide as much detail as you can about what you were doing before the problem occurred. This will make it quicker and easier for us to solve it for you.

  • What kind of device were you using? E.g. Computer, tablet or smartphone?
  • Which operating system does your device use? E.g. Windows, Apple, Linux or other?
  • Which internet browser are you using? E.g. Internet Explorer, Safari, Google Chrome or other?

What date and time were you browsing/booking on our website?

This will help us to find data about your activity or any known faults on our site in our database log.

What were you doing on our website before you struck a problem?

  • Did you come to our website by typing our name in a search engine, or by clicking a link on a third party website?
  • What part of the Monarch website were you on? Please provide a link and information about what steps you took to get there.
  • What were you searching for – for example, which destinations and dates were you considering for flights?

Error message

If you received an error message it is helpful for us to know what it said and the error number. Please write this down or send a screenshot of the error message as it appears on your screen.

If something isn't working as it should on the website, we may ask you to take a picture of your screen. This will help our web developers to see what’s happening more clearly.

How to take a screenshot on a Windows-based computer

  • 1. Press keys Alt and Print Screen on your keyboard
  • 2. Open a new email
  • 3. Right-click in the email body and select ‘paste’ from the drop-down menu
  • 4. The screenshot will now appear in the email. Please note what time you took the screenshot
  • 5. Send your screenshot to preflight.internetqueries@monarch.co.uk

Or

  • 1. Press keys Alt & Print Screen on the keyboard
  • 2. Open a new email
  • 3. Click in the email body and hit Ctrl + V to paste the screenshot into the email
  • 4. The screenshot will now appear in the email. Please note what time you took the screenshot
  • 5. Send your screenshot to preflight.internetqueries@monarch.co.uk

How to take a screenshot on an Apple computer

There are several ways to take a screenshot on an Apple computer:

  1. Keyboard shortcuts
    • Hold down Cmd, Shift, 3 for a screenshot of the entire screen, including your desktop
      Or
    • Hold down Cmd, Shift, 4 and drag the crosshairs over the area of the screen you want to capture. Release the mouse to capture your screenshot
    • Attach your screenshot to an email to preflight.internetqueries@monarch.co.uk
  2. Grab utility
    • Go to the Utilities folder within Applications
    • Launch Grab
    • Choose the Capture menu
    • Choose to capture a selected area, a window, the entire screen or a timed screen option and follow the instructions
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