Monarch is pledging to change people’s perception of flying with a low-fares airline and has launched its passenger manifesto.The manifesto outlines its commitment to providing a higher level of service for passengers.
Monarch’s passenger manifesto:
—We will always treat our passengers in a respectful way
—All passengers will be treated as individuals and not herded like cattle
—We will not presume that all passenger needs are the same. Increased
communication between our staff and our passengers is encouraged
—When things go wrong, we will always listen to our passengers and
act to resolve problems with minimal disruption and fuss
—Unlike our low cost competitors who fly with the legal minimum
number of cabin crew, we will always carry one additional crew member on our flights
—We understand it is the extras that make a difference and will
always go that extra mile to provide these and make our passenger’s flying experience more comfortable. The extras our passengers can expect to receive include - A complimentary newspaper - Free in-flight entertainment - Pre-bookable seats including extra legroom seats offering an extra 6 inches of legroom on every flight - A good selection of hot and cold food including complimentary tea and coffee - Free hot towels to freshen up on every flight
- Passenger loyalty scheme, Vantage Club, which provides passengers with priority check in, executive lounge access, free date and name changes and a dedicated reservation phone line
—And most importantly
we will continue to offer low fares on flights to main European airport
Commenting on Monarch’s low cost revolution and the flying experience that the travelling public has a right to expect, Tim Jeans, managing director of Monarch’s scheduled services said “For too long now the sub-standard service experienced by passengers travelling with some low cost airlines has been accepted as the norm. Yes, airfares continue to fall despite the increasing cost of fuel, but why should passengers suffer as the airlines look to reduce costs even further and strip out even the most basic service requirements?”
Recent passenger research conducted by Monarch* shows that whilst most people claim to choose their airline based on price - which is an expected outcome, the flight experience including factors such as flight time, the use of major overseas airports and the in-flight service/benefits is becoming increasingly important. The research also indicates that people are getting tired of the apathy adopted by the carriers, with no-one surveyed spontaneously claiming to enjoy flying with any of the familiar low cost airlines.
In the 38 years that Monarch has been flying, it has certainly learnt a thing or two about the level of service expected by passengers and the way in which people like to be, and indeed expect to be treated. Monarch’s manifesto clearly sets out the airline’s pledge to its passengers and encourages everyone to stand up, say enough is enough and join the low cost revolution to make flying fun again.
*Qualitative research carried out by an independent market research company on behalf of Monarch in June 2005.