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Monarch Airlines’ improvements to bring back “humanity” to flying
May 30th, 2014 by elisa

Monarch Airlines’ new managing director has pledged to bring “humanity and warmth” back to flying in Europe.

Andrew Swaffield, who joined the airline in April, said that these qualities had disappeared from European air travel, and that the customer often gets lost in the process of a “race to the bottom in terms of the cheapest and the biggest and the most efficient” adding, “We’re small enough to think that we don’t have to be like that.”

Monarch have already begun to implement some customer improvements, including posting 45 staff at nine of its major airports to assist customers.

“The feedback tells us that our customers are increasingly finding the airport experience very difficult, so we have put Monarch employees in the airports, in Monarch uniforms, whose job is purely to help customers,” he said.

“We are measuring how it’s going down and so far it’s been entirely positive.”

He said the next stage would be to improve communication, particularly when things go wrong. This would include being open with customers about what’s going on, particularly with delays or technical problems.

Swaffield emphasised the importance of price being key at the internet booking stage, particularly as people don’t tend to differentiate between anything but price, adding “but once you’ve got somebody experiencing something better, they will come back, especially when they are travelling with their loved ones.”

Finally, he emphasised that the airline will be responding to customer travel trends and will adjust its schedules accordingly.

“It’s no longer just about Saturday departures and two-week stays, it’s about flying midweek or for long weekends and taking more, but shorter trips.”

 

Monarch has just been awarded ‘WorldHost Recognised Business’ status after 1,690 of its staff, from pilots to office workers, undertook an intensive 10-day WorldHost customer service training programme.

Social media pressure reinstates flights to Almeria
Dec 5th, 2012 by elisa

Social media influence is proving to be strong as Monarch Airlines resumes its flights to Almeria from Manchester after comments on Facebook and Twitter.

The airline decided to reinstate the flights to the southern Spanish town, claiming that its decision was due to pressure from its social media followers. The service will operate twice weekly from 4th May 2012, with tickets on sale now.

Managing director Kevin George said: “Since we last operated the route in 2011 the popularity of our Birmingham/Almeria flight has grown considerably and therefore we thought it timely to bring the route back to Manchester.

“Our social media followers will be particularly pleased by the resumption of the flight as it has been the topic of discussion and debate for some time on both Facebook and Twitter and we are always very pleased to be able to respond positively to customer feedback. ”

Ken O’Toole, chief commercial officer for MAG (Manchester Airports Group), said: “Monarch Airlines is a major carrier here and the re-instatement of the Almeria route will be a welcome addition to the summer 2013 schedule from Manchester.”

 

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Monarch add extra seats for festive getaways
Nov 30th, 2012 by elisa

Monarch aircraft picture by Flickr User eisenbahner

Monarch aircraft picture by Flickr User eisenbahner

 

Rising demand for flights over the Christmas and New Year period is being met by Monarch Airlines as it announces extra capacity over the festive season.

The airline has put an extra 17,500 seats on sale, with include new flights to Lanzarote, Tenerife, Gran Canaria, Gibraltar, Malaga, Alicante and Faro. These will depart from Birmingham, Gatwick, Luton and Manchester between 19th December and 9th January.

Kevin George, managing director of Monarch Airlines, said: “We have been delighted by the increased demand for seats on our flights during Christmas and New Year and we are very pleased to be able to respond by offering our customers more seats which, as always, are excellent value for money.”

 

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