More than 40 staff formed a crisis team at the company’s head office on Sunday to support its Travel Counsellors and its customers if and when the news hit, but proceeded to also reach out to non-customers confused by the situation.
The company had 1,800 passenger affected, with 900 bookings. Only a handful were abroad though.
Kirsten Hughes, managing director UK, said: “Following the collapse of the Monarch Group our priority was to ensure our customers, both overseas and due to travel, were looked after.
“We acted quickly so the majority of our affected customers had alternative arrangements secured within the first few hours.”
Hughes added that following an “outpour across social media and in the press” from people who were still unclear of where to turn to for help and information, Travel Counsellors set up the number and email, to offer advice and ensure that people were “clear on if and how their travel plans were protected and the options available to them”.
She said: “We have had feedback from customers who had Monarch bookings saying that by the time they woke up on Monday and heard the news, their travel was already re-arranged and sorted.
“It’s at times like these we must pull together and ensure we are doing the very best for those impacted by the situation, which is why we wanted to do something more to help those affected.
“It also highlights that the issue of financial protection is still very confusing for people when they book their holidays and more clarity is needed.”
Chief executive Steve Bryne added: “First and foremost it’s about people coming together to do the right thing, regardless of how they bought.
“It’s a credit to the government and the CAA, the number of people repatriated.
“Where we are going, the future belongs to those that care. In the internet age people are being ovewhelmed by information but starved of people who care.”
Those looking for advice and guidance on their Monarch booking can call 0800 061 2155 or email monarchhelp@travelcounsellors.com, which will connect them to the company’s head office helpdesk.
