29 05 2014


Airline leads industry in customer service investment

 (Luton, UK – 29, May 2014) - Monarch, the UK’s leading scheduled airline to leisure destinations, has become the world’s first airline to be awarded ‘WorldHost Recognised Business’ status, as part of its commitment to outstanding customer service provision.

In all, 1,690 of Monarch Airlines staff, including cabin crew, pilots, engineers and office staff have undertaken the intensive WorldHost customer service training programme.

The WorldHost training programme reinforces core service principles as well as providing specialist guidance on creating an outstanding experience for customers with disabilities and welcoming customers from different cultures.

The internationally-recognised programme has a strong track record of helping organisations deliver outstanding customer service results; in particular when London welcomed the world in 2012 all volunteers were WorldHost trained.

Managing Director of Monarch Airlines, Andrew Swaffield comments: “Monarch Airlines is delighted to be accredited as the world’s first airline to achieve WorldHost Recognised Business status and set a benchmark for the industry.

“Monarch is proud of its long history of providing an outstanding customer experience. Our customers are the focus of everything we do as a business and with excellent service at the forefront of Monarch’s offering; all of our colleagues have fully embraced this intensive training course.”

Director of Customer Experience & Marketing at Monarch Airlines, Tim Williamson comments: “The WorldHost programme has provided us a consistency across the business to help ensure that customer needs are upper-most in our minds. Monarch’s customer-led ethos is engrained in our heritage but the programme has allowed us to give all our staff the tools to ensure that all our customers receive superior service throughout their Monarch journey.”

Sharon Glancy, Executive Director of WorldHost’s UK licence holder, People 1st adds: “The WorldHost Recognised Business status that Monarch has accomplished is a significant achievement and one that clearly demonstrates the commitment that Monarch is making to its customers experience.

“It is a badge that we only award to businesses that wholly embrace customer service through the WorldHost programmes and as the world’s first airline to achieve this, Monarch is consolidating its position as an industry leader.”


The airline’s customer-focussed proposition “it’s all part of the service” has also seen the implementation of a series of new initiatives to continually improve the experience of Monarch’s customers. Feedback received from the airline’s Feefo review partnership has also helped to identify new initiatives.As the first European airline to offer real-time unedited customer reviews, Monarch has received nearly *73,000 reviews from customers in regards to its service and product offering with 92% rating positively since its launch in January 2014.

New initiatives:

Individually tailored departure emails
New customer-focussed offerings include the introduction of individually-tailored departure emails, providing customers with useful tips and information 24 hours before they fly, including reminders of the airline’s hand baggage allowance, details of where to find the Monarch check-in desks and an indication of expected waiting times at the airport as well as details about the Monarch App so customers are able track the status of their flight.
For the full press release please click here: http://www.monarch.co.uk/news/flights/2014-news/monarch-airlines-its-all-part-of-the-service 

Airport Customer Experience (ACE) Hosts
Additional customer support is now provided at the airport by Monarch Airport Customer Experience Hosts (ACE hosts), on hand at check-in and baggage reclaim areas to answer queries and offer assistance.
For the full press release please click here: http://www.monarch.co.uk/news/flights/2014-news/monarch-airlines-launch-airport-customer-experience-hosts 

New aircraft seats
The airline has also designed new, ergonomically shaped aircraft seats with customer needs in mind. The new slim-line seats not only provide additional space but are non-reclining, in response to customer feedback. Reflecting the needs of an increasing number of its customers the airlines new seat design also includes an innovative tablet holder for the technology savvy holidaymaker.
For the full press release please click here: http://www.monarch.co.uk/news/flights/2014-news/monarch-launch-ergonomic-aircraft-seats 

New range of hot on-board meals
In addition, Monarch has introduced a new range of on board meals, utilising customer feedback to create a “world food” experience with dishes inspired by Italian, Moroccan, Thai and Indian cuisine – as well as the staple full English and sausage and mash. All new meals are priced from £8.99 one way and now come with a complimentary PG Tips Tea or Kenco Coffee, which, normally retails on-board for £2.50.

For the full press release please click here: http://www.monarch.co.uk/news/flights/2014-news/monarch_airlines_take_to_the_skies_with_new_menu_of_onboard_meals 


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