Monarch - you could not make this up!
Discussion
Firstl, my thoughts are with the crew members involved and I do genuinely hope they make a swift recovery.
I have recently returned to the UK after a 33 hour delay in flying from Faro in Portugal back to Birmingham. 25 of those 33 hours were spent in the Airport - the other 8 hours were spent in a hotel. We were supposed to fly at 1735hrs on Saturday 27th Sept, arriving in the UK at 2030hrs - we actually took off at about 2300hrs on Sunday 28th, arriving at 0215hrs Monday 29th (this is why I missed the Sunday Service!)
We arrived at Faro airport at 3pm on Saturday in order to check in, to be told that the flight was delayed by 3hrs as it hadn't left Birmingham yet (due to the baggage handling chaos BHX were experiencing). We were given a 6 Euro voucher for refreshments at check in. The flight time got pushed back to 2130hrs and then 2230hrs. At 2230hrs we were placed on the bus out to the plane that had finally arrived. 90% of the passengers managed to board the plane, but approximately 20 of us (including a family with a 1 year old child) were made to wait on the tarmac for approximately 90 minutes as the crew had found a fault on the plane. At just gone midnight, the rest of the passengers were unloaded from the plane and we were all placed back on the bus to the terminal while they tried to fix the fault. While we were in the terminal there were no reps from Monarch - only ground crew who were being given very little information as to what was happening. At 2am we were finally told that the flight had been cancelled as the fault couldn't be fixed and that we would be put up in a hotel for the night. 200 or so very tired passengers traipsed through the (now closed) airport behind some unhappy ground staff to collect our bags, before heading out to the coaches. Unfortunately they had laid on 3 coaches, each seating 53 people, for a total of 200 passengers. Those of us lucky enough to get on one of the coaches were driven about 30 minutes down the road to the hotel, where we all disembarked and collected our bags. As we were doing this, the hotel manager came out and told us we couldn't stay there as they were fully booked! We loaded the bags bck on to the coaches, re-boarded and drove a further 20 minutes down the road to the correct hotel, where we repeated the unloading process. Of course while this is happening, the remaining passengers were left sitting in the car park outside the now closed airport waiting for the coaches to return. Checking in to the hotel we finally saw the elusive Monarch reps, and were given instructions stating that we would be picked up from the hotel at 1.30pm that afternoon. I finally got in to bed at about 4.45am Sunday morning. It transpires that some of the passengers were given hotel rooms that didn't have any bedding, were missing pillows, had no towels or loo rolls and the hotel refused to replace them.
We awoke at about 8.30am in order to have a shower, sort our stuff out and to and make sure we were able to have breakfast (as they stopped serving at 10.30). After breakfast (this was about 10.45) I went to ask reception a quick question, and was informed that the pick up details had changed and we were now being picked up at midday in order to be transferred to another hotel for lunch. Unfortunately Monarch or the hotel staff hadn't informed the rest of the passengers and seemed to be not massively bothered about doing so, so fearing that some people may have skipped breakfast in order to catch up on some sleep (thinking they had until 1.30), and that they may miss this new pick up time, two of us took it upon ourselves to try and locate as many passengers as possible to advise them of the new details.
We were picked up at 12pm as promised (everyone made it!) and transferred to the other hotel (ironically, the first one we'd been taken to earlier that morning), where we were given lunch. At 1.30pm we were picked up again and transported back to the airport to check in (again), for a 4pm flight. We all wandered through to the same departure gate we'd had the night before and waited. Boarding time came and went, and at 3.55pm (while all still at the gate - due to board at 3.15pm) it transpired that while the aircraft was supposedly fixed, all the passengers and their luggage were there, the crew seemed to have gone AWOL. No pilot = no flight (so they told me, although I've flown a plane on Grand Theft Auto - it's not that hard!). At 6pm we were told that the reason for the crew's no show was, understandably, that they'd been in a car accident on their way to the airport, with one of them being taken to hospital. Again, there were no Monarch reps around, and the ground crew were again, left to feed us tiny snippets of info. We were given another 6 Euro voucher for food and drink. Meanwhile, children had run out of nappies and milk and families were refused access to their bags to get some more, people with medical conditons needed access to medication etc. The response from the ground crew when asked about nappies was "we are not a shop!". Our departure time was pushed back again, and again, and again. At about 9pm, we were told via the Monarch social media person (who I guess stayed at work to at least try and help us) that Monarch had chartered the standby crew from Thomas Cook to fly an empty TC plane from Manchester to Faro to collect us and take us back to Birmingham. We finally took off at about 11pm, arriving back at 2.30am Monday morning.
I have recently returned to the UK after a 33 hour delay in flying from Faro in Portugal back to Birmingham. 25 of those 33 hours were spent in the Airport - the other 8 hours were spent in a hotel. We were supposed to fly at 1735hrs on Saturday 27th Sept, arriving in the UK at 2030hrs - we actually took off at about 2300hrs on Sunday 28th, arriving at 0215hrs Monday 29th (this is why I missed the Sunday Service!)
We arrived at Faro airport at 3pm on Saturday in order to check in, to be told that the flight was delayed by 3hrs as it hadn't left Birmingham yet (due to the baggage handling chaos BHX were experiencing). We were given a 6 Euro voucher for refreshments at check in. The flight time got pushed back to 2130hrs and then 2230hrs. At 2230hrs we were placed on the bus out to the plane that had finally arrived. 90% of the passengers managed to board the plane, but approximately 20 of us (including a family with a 1 year old child) were made to wait on the tarmac for approximately 90 minutes as the crew had found a fault on the plane. At just gone midnight, the rest of the passengers were unloaded from the plane and we were all placed back on the bus to the terminal while they tried to fix the fault. While we were in the terminal there were no reps from Monarch - only ground crew who were being given very little information as to what was happening. At 2am we were finally told that the flight had been cancelled as the fault couldn't be fixed and that we would be put up in a hotel for the night. 200 or so very tired passengers traipsed through the (now closed) airport behind some unhappy ground staff to collect our bags, before heading out to the coaches. Unfortunately they had laid on 3 coaches, each seating 53 people, for a total of 200 passengers. Those of us lucky enough to get on one of the coaches were driven about 30 minutes down the road to the hotel, where we all disembarked and collected our bags. As we were doing this, the hotel manager came out and told us we couldn't stay there as they were fully booked! We loaded the bags bck on to the coaches, re-boarded and drove a further 20 minutes down the road to the correct hotel, where we repeated the unloading process. Of course while this is happening, the remaining passengers were left sitting in the car park outside the now closed airport waiting for the coaches to return. Checking in to the hotel we finally saw the elusive Monarch reps, and were given instructions stating that we would be picked up from the hotel at 1.30pm that afternoon. I finally got in to bed at about 4.45am Sunday morning. It transpires that some of the passengers were given hotel rooms that didn't have any bedding, were missing pillows, had no towels or loo rolls and the hotel refused to replace them.
We awoke at about 8.30am in order to have a shower, sort our stuff out and to and make sure we were able to have breakfast (as they stopped serving at 10.30). After breakfast (this was about 10.45) I went to ask reception a quick question, and was informed that the pick up details had changed and we were now being picked up at midday in order to be transferred to another hotel for lunch. Unfortunately Monarch or the hotel staff hadn't informed the rest of the passengers and seemed to be not massively bothered about doing so, so fearing that some people may have skipped breakfast in order to catch up on some sleep (thinking they had until 1.30), and that they may miss this new pick up time, two of us took it upon ourselves to try and locate as many passengers as possible to advise them of the new details.
We were picked up at 12pm as promised (everyone made it!) and transferred to the other hotel (ironically, the first one we'd been taken to earlier that morning), where we were given lunch. At 1.30pm we were picked up again and transported back to the airport to check in (again), for a 4pm flight. We all wandered through to the same departure gate we'd had the night before and waited. Boarding time came and went, and at 3.55pm (while all still at the gate - due to board at 3.15pm) it transpired that while the aircraft was supposedly fixed, all the passengers and their luggage were there, the crew seemed to have gone AWOL. No pilot = no flight (so they told me, although I've flown a plane on Grand Theft Auto - it's not that hard!). At 6pm we were told that the reason for the crew's no show was, understandably, that they'd been in a car accident on their way to the airport, with one of them being taken to hospital. Again, there were no Monarch reps around, and the ground crew were again, left to feed us tiny snippets of info. We were given another 6 Euro voucher for food and drink. Meanwhile, children had run out of nappies and milk and families were refused access to their bags to get some more, people with medical conditons needed access to medication etc. The response from the ground crew when asked about nappies was "we are not a shop!". Our departure time was pushed back again, and again, and again. At about 9pm, we were told via the Monarch social media person (who I guess stayed at work to at least try and help us) that Monarch had chartered the standby crew from Thomas Cook to fly an empty TC plane from Manchester to Faro to collect us and take us back to Birmingham. We finally took off at about 11pm, arriving back at 2.30am Monday morning.
Piersman2 said:
Horrendous. One of my worst nightmares.
As soon as the flight was cancelled I'd have immediately been looking to re-book on to any other flight to get back to the UK, whereever it was headed. And then hire a car.
But I suppose that only works if you can find alternatives.
BH weekend, in peak season - we looked, we tried, but the only available flights were about 900 Euros each.... We had very few other options. As soon as the flight was cancelled I'd have immediately been looking to re-book on to any other flight to get back to the UK, whereever it was headed. And then hire a car.
But I suppose that only works if you can find alternatives.
Had similar with Thompson from Gatwick ended up in Birmingham airport then a hotel in Hinkley then back to Gatwick over 3 days, ended up being dumped at gatwick, literally the coach driver was our point of contact!!
Snow, temporary service stations, screaming frozen children, crew members breaking limbs, ropey budget hotels and one very angry Irish passenger!! Look back and laugh at it now!
These large companies are useless at dealing with people face to face
Snow, temporary service stations, screaming frozen children, crew members breaking limbs, ropey budget hotels and one very angry Irish passenger!! Look back and laugh at it now!
These large companies are useless at dealing with people face to face
Sounds horrendous !!
My wife and daughter flew back from Cyprus on the 23rd (Paphos airport, easyjet flight). They landed @ Gatwick. 45 minutes before the previous day's flight (22nd) which had been cancelled/rescheduled.
From stories they overheard sounds a similar chain of events for the flight on the 22nd (with a replacement crew having to be flown out due to a "welfare issue" on the 23rd
My wife and daughter flew back from Cyprus on the 23rd (Paphos airport, easyjet flight). They landed @ Gatwick. 45 minutes before the previous day's flight (22nd) which had been cancelled/rescheduled.
From stories they overheard sounds a similar chain of events for the flight on the 22nd (with a replacement crew having to be flown out due to a "welfare issue" on the 23rd
Very stressful for you I imagine.
I can somewhat understand the challenges faced by the airline though. It's easy to run these things when everything goes to plan but it can be extremely difficult in times of disorder.
They are relying on a lot of goodwill at very late notice. Staff, coached, drivers, hotels etcetera. As you said an already busy time. May be unrelated but the fact they are working very short notice and rushing crews could well have contributed to the RTA.
I can somewhat understand the challenges faced by the airline though. It's easy to run these things when everything goes to plan but it can be extremely difficult in times of disorder.
They are relying on a lot of goodwill at very late notice. Staff, coached, drivers, hotels etcetera. As you said an already busy time. May be unrelated but the fact they are working very short notice and rushing crews could well have contributed to the RTA.
We once flew with Monarch. Never again.
We used to holiday in Portugal frequently - after a few bad experiences with airlines, we settled into only ever using TAP or FlyBe. They seemed to be the most reliable flights.(MIght be because TAP is the national carrier and FlyBe have modern, but smaller, aircraft)
We used to holiday in Portugal frequently - after a few bad experiences with airlines, we settled into only ever using TAP or FlyBe. They seemed to be the most reliable flights.(MIght be because TAP is the national carrier and FlyBe have modern, but smaller, aircraft)
OP - Google EU Regulation 261/2004 and the right to receive compensation for a delayed flight.
It might not be much (maybe 250 Euro per person), but it may help soften the experience a little.
If you do claim, I'd suggest running with it yourself and avoiding the offers of assistance from one the myriad of companies who will gladly relieve you of a third or more of your claim in return for sending a single, stock letter.
It might not be much (maybe 250 Euro per person), but it may help soften the experience a little.
If you do claim, I'd suggest running with it yourself and avoiding the offers of assistance from one the myriad of companies who will gladly relieve you of a third or more of your claim in return for sending a single, stock letter.
The European/holiday airlines are generally terrible when things go even slightly wrong. Most bad situations are an absolute pain the butt, but in my experience the bigger international airlines at least have vaguely contactable customer service staff to help out.
That said, flew back from Majorca on Saturday night with Thomson Airways, the crew were absolutely fantastic. The airport made a mess of the hold luggage so they had to remove it all and line it up on the apron, we then had to get off the plane to identify our luggage etc.
This was a 1am flight with lots of young kids on board (including our one year old), the whole process took two hours (longer than the flight!) but everyone was mucking in including the pilot and they kept us up to date with what was happening all the time.
That said, flew back from Majorca on Saturday night with Thomson Airways, the crew were absolutely fantastic. The airport made a mess of the hold luggage so they had to remove it all and line it up on the apron, we then had to get off the plane to identify our luggage etc.
This was a 1am flight with lots of young kids on board (including our one year old), the whole process took two hours (longer than the flight!) but everyone was mucking in including the pilot and they kept us up to date with what was happening all the time.
Oceanic said:
This is typical of Monarch, I won't ever use then again after a similar screw-up.
I fly Monarch very frequently for work (Manchester to Gibraltar or, more rarely, Malaga) and over 4 years I've never had a problem with them, staff are always nice, Manchester departures always on time etc. The only fly in the ointment can be the planes landing in Gib if it's windy or foggy - this can end up with coach trips to/from Malaga which is a ball ache. The other one is fog which can end up with the plane sat on the tarmac at Malaga while the fog clears in Gibraltar. However that's not Monarch's fault - the BA and Squeezyjet flights can't get in either.I don't know why all the UK operators can't keep a "pool plane" available between them for this kind of eventuality though.
Dog Star said:
I don't know why all the UK operators can't keep a "pool plane" available between them for this kind of eventuality though.
Many operators do. I don't know about Monarch but Jet2 and Thomas Cook have at least one aircraft each on standby to recover delays and I believe RyanAir even has a private jet to get parts out to broken aircraft quickly! DangerMonkey said:
Dog Star said:
I don't know why all the UK operators can't keep a "pool plane" available between them for this kind of eventuality though.
Many operators do. I don't know about Monarch but Jet2 and Thomas Cook have at least one aircraft each on standby to recover delays and I believe RyanAir even has a private jet to get parts out to broken aircraft quickly! Ahh, Faro Airport. Nuff said.
I love Portugal and go there regularly but it seems every time I use Faro - there's issues.
Used Monarch last time we went and they weren't too bad. We had problems coming back due to the French air controllers burning sheep somewhere which meant everything was delayed a few hours. Funnily enough TAP flights all left on time - funny that...
While the likes of Ryanair and Easyjet were cancelling flights left and right, monarch managed to get all their flights out, albeit a bit delayed. Biggest problem was the lack of information, either online or from the ground staff and the food is truely terrible.
I'd use them again and definitely prefer them to likes of Easyjet and Ryanair who seem to abandon you at the first hint of trouble.
I love Portugal and go there regularly but it seems every time I use Faro - there's issues.
Used Monarch last time we went and they weren't too bad. We had problems coming back due to the French air controllers burning sheep somewhere which meant everything was delayed a few hours. Funnily enough TAP flights all left on time - funny that...
While the likes of Ryanair and Easyjet were cancelling flights left and right, monarch managed to get all their flights out, albeit a bit delayed. Biggest problem was the lack of information, either online or from the ground staff and the food is truely terrible.
I'd use them again and definitely prefer them to likes of Easyjet and Ryanair who seem to abandon you at the first hint of trouble.
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