2014 News - Flights - MONARCH AIRLINES LAUNCH AIRPORT ‘CUSTOMER EXPERIENCE’ HOSTS
29 05 2014
MONARCH AIRLINES LAUNCH AIRPORT ‘CUSTOMER EXPERIENCE’ HOSTS
“ACE” Hosts Introduced Across Monarch Bases
(Luton, UK – 29, May 2014) - Monarch, the leading scheduled airline to leisure destinations recently announced the introduction of Airport Customer Experience (ACE) Hosts; the Monarch-uniformed hosts are available to customers in airports to provide support and ensure their experience is as seamless and stress free as possible.
The ACE Hosts are already operating in four of Monarch’s UK bases; London Gatwick, Manchester, Birmingham and London Luton airports. They have also been stationed overseas in Palma de Mallorca, Faro (Portugal), Tenerife, Alicante and Lanzarote.
The ACE hosts are assisting with check-in management to improve queue times; they are also available at boarding gates to assist with announcements and priority boarding. Hosts are also meeting passengers at arrivals to help customers with any baggage issues or last minute additions to their bookings.
Tim Williamson, Director of Customer Experience and Marketing comments: “Through research we have learnt just how important it is to our customers to have Monarch representatives available at airports. Customers appreciate having contact with us both before and after their flights. As the airport is the first face-to-face experience they have with Monarch, having a uniformed team on hand to help helps to avoid any issues and make their journey as seamless as possible.
“ACE Hosts are already stationed in some airports at important ‘stress’ points including the check-in area, departure gates and the arrivals hall. The new hosts are on-hand to help and make every customer feel a valued guest of Monarch; this recent initiative is another example of our on-going commitment to delivering what really matters to our customers.”
Feedback from a customer regarding one of Monarch’s overseas ACE hosts:
We just wanted to pass along a compliment on one of your employees. Zoe was monitoring the check in area for our flight and was exceptionally helpful to us, as we navigated the process of paying for our extra bag.
Since the check-in desks at Faro are not able to accept payment, I had to find the ticket desk, and pay for my bag, then return to the check-in desk to collect our boarding cards and then go through to the gate.
Zoe accompanied us along the way (we would have never found the ticket desk without her help) and proved to be friendly and professional the entire time. It's not often that airline/airport employees go out of their way to make things easier, so I wanted to share our experience with you, so you'll know that Zoe is doing an excellent job.