11 12 2013

- Monarch Staff Are the Face of 2014 Campaign -

Monarch, the leading scheduled leisure airline, will kick-off 2014 by putting staff at the forefront of the 2014 advertising campaign that focusses on service throughout the entire customer journey.
Working closely with Iris Worldwide and Carat, Monarch developed an internal campaign encouraging staff to share experiences of their day to day roles within Monarch to uncover some of the great service stories.  From returning lost property to visiting poorly customers in hospital, the faces of Monarch crew who have gone above and beyond will appear in print, out of home and online advertisements from later this month.

Tim Williamson, Customer Experience and Marketing Director, Monarch Airlines said: “Throughout the process of talking to customers, staff and looking at the market, we took the deliberate decision to feature our staff.  This campaign reinforces the fact that service has always been central to what we do and gives us the opportunity to recognise that we have what customers really want but often find missing elsewhere – great service.  The campaign builds on the work we are already doing to renew and refresh our customer service proposition. Into 2014 we will continue to invest to make Monarch the airline best known for superior customer experience and value.”

The staff stories campaign will showcase the level of customer service that Monarch offers on all flights.  By bringing authentic service stories to life, the campaign features the service ethos and 45 year heritage that underpins the airline. 

In October 2013, Monarch re-affirmed their commitment to the Group’s customer service ethos by becoming the first European airline to roll out the Olympics-inspired WorldHost ‘Principles of Customer Service’ programme.  Every member of staff will be trained according to the WorldHost principals, which made the Olympic Gamesmakers so great, to further underpin Monarch’s Customer Service promises centred on Service, Value, Safety and Performance which are the set of key customer performance indicators.

The natural evolution of the campaign will see content spread across multimedia platforms and encourage the sharing of tips and hints from Monarch staff to some of the hidden gems at Monarch destinations as we go through 2014 to reinforce the service element of the Monarch brand.  

The airline’s online proposition has rapidly advanced, helped by the launch of an innovative smart phone app in April 2013 and a subsequent update, which made it one of the UK’s top travel apps with over 77,000, downloads from the iOS and Android App stores.  More recently monarch.co.uk was named Sitecore “Site of the year 2013” at the annual Sitecore awards, recognising the increased investment in Monarch’s customer journey,  Sitecore delivers a personalised experience on the Monarch website, the UKs 4th most visited flights website*,  to customers whether they are returning customers or new to Monarch.   From choosing to fly with Monarch through to booking and travel, Monarch aims to deliver a superior customer experience – it’s all part of the service.


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