So sorry for all the staff and customers caught up in the failure of Monarch Airlines. All Adeona Travel customers are being contacted individually in order to re-arrange flights. For the many direct passengers struggling to get information the following advice is based on our CAA ATOL holders update and explains the rights of comsumers.
Passengers currently overseas who have booked ATOL protected packages.
Your ATOL certificate confirms your ATOL provider and they are responsible for the provision of alternative transportation back to the UK. Given the scale of the failure, the UK Government has requested that the CAA arranges replacement flights for all Monarch Airlines customers due to return to the UK on flights departing overseas airports on or before 15 October 2017.
Holidays will not be cut short and customers will not need to return home early. Further information and details of replacement flights will be published on the CAA dedicated website monarch.caa.co.uk. As this is a major operation with 110,000 customers abroad it's likely there will be some delays getting new flights arranged and information loaded but this is being actively worked on.
ATOL holders are responsible for their customers’ welfare prior to their return to the UK. This may include the provision of food, drink and accommodation where a replacement flight is later than the original flight.
CUSTOMERS YET TO TRAVEL
All future flights and holidays with the Monarch group are cancelled so do not to go to the airport as you will not be able to travel. If you had a Monarch Airlines flight as part of a package holiday your ATOL provider must either provide a suitable flight replacement or provide a full refund for the entire booking.
The CAA will publish information on claims in due course but, as you will understand, their immediate focus is on arranging return flights for those overseas.
Directly booked flight only customers.
Passengers yet to travel who booked directly with Monarch Airlines rather than through an ATOL provider should contact their credit or debit card company to check if they can claim any refund.
Monarch Airlines did not hold an ATOL and therefore the majority of bookings are not ATOL protected. Although the UK Government has asked the CAA to arrange return flights to the UK for all Monarch Airlines customers booked to travel on or before 15 October 2017 at no extra cost to them, customers will not be entitled to make a claim to the CAA for out of pocket expenses.
CAA customer call centre numbers:
Customers in UK, freephone: 0300 303 2800
Customers overseas: +44 1753 330330