The claim is still with the insurers. There are thousands of claims and they’ve never had to deal with something on this scale, so it’s taking longer than we’d like. They won’t give us a definite date, but we remain hopeful that it will be before the end of this month. We promise that as soon as the claim is settled, we’ll get going on the refunds. We’re aiming to complete the refunds within 5 days of receipt.
Since last week, our insurers have been setting up their systems, ready to receive claims. At the same time, we’ve been busy preparing the claims and assembling all the supporting paperwork, so we can submit the claim as soon as they’re ready. Over the past ten days, these are the questions we’ve been asked most often.
Q. How are the CAA and ATOL involved in my claim?
A. They’re not. The CAA is dealing with claims only from those who booked a package holiday with the Monarch Group. We’re refunding you from our own resources, backed by the Scheduled Airline Failure Insurance which we pay on every booking.
Q.What do I have to do to make a claim?
A. There’s nothing for you to do, as we take care of the entire process.
Q. When can I expect my refund?
A. We expect to be in a position to refund you before the end of the year – maybe sooner. We’re committed to paying out within 5 working days of receiving the funds.
Q.How will I be refunded?
A. We will make the refunds directly onto the card you used to make your booking. If your card has expired, we’ll send a cheque to the lead passenger.
FURTHER UPDATE 04/10
As you may have seen in the news, many will have booked direct with Monarch and so have no financial protection. By booking through us at Directline Flights, you can be confident of a refund, even though it may take a while.
We have an update for you on the likely timescale of processing the refund for what you paid us. We understand from our insurers that it is likely to take until the end of this year to process the claims, although this cannot be guaranteed. Please rest assured that we will pass the funds on to you as soon as we receive them.
We appreciate that you would prefer not to wait, but the process is a complicated one and out of our direct control. We have assembled an experienced team, led by a director, who will do everything possible to assist in dealing with this as quickly as possible.
Thank you for your patience. When we have an update for you, we’ll be in touch.
As you are probably aware Monarch Airlines ceased trading at 0400 on Monday 2 October 2017. Please rest assured that the money you paid for your booking is protected and you will receive a refund for the amount you paid.
This is the largest airline failure in UK history and will obviously take a little time to be dealt with, we will be dealing with passengers in departure date order but aim to have all information available to you in the next few days.
You may wish to book alternative flights before your refund is in place, which you can do at www.directline-flights.co.uk amongst others.
The CAA, on behalf of the UK government are making arrangements for all Monarch passengers currently overseas up to and including 15th October 2017, to be repatriated on flights arranged by them.
Their messaging states:
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 our dedicated website
This is a major operation with 110,000 customers abroad and there may therefore be some delays while we make the necessary arrangements.
UPDATE 24 DECEMBER 2017
The insurance claim hasn’t been settled, but the refunds have, at last, started to trickle in. We’re busy now processing the refunds as soon as we can, aiming to pass them on within 5 days of receipt.
We are very sorry this is taking so long. Thank you for your patience and understanding.