Paid for excess baggage & was asked to pay again flying home

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hwGrantham74's review of Monarch - www.monarch.co.uk

“Paid for excess baggage & was asked to pay again...”

★☆☆☆☆

written by hwGrantham74 on 27/07/2014

Flying out from Birmingham to Rome on 13 June I paid for 1 extra bag and was advised that it would be easier and more practical for me, if I paid the excess for the return journey at the same time. I was assured there would be no problem at the other hand and check-in staff in Rome would be able to see that I made my payment on their screen. It all made sense and I felt safe, thinking check-in flying home would be a breeze.
10 days later we flew back home and I spent 2 hours at check-in in Rome, as they could not find any evidence of my payment made. My receipt I was able to produce made no difference. It took 2 hours, endless phone calls from an Italian sub-contract counter clerk representing Monarch (and not doing a good job) with a long and frustrated queue of passengers behind me, all staring at me angrily.
I immediately complained about this on arrival at home – over 30 days ago. Despite their assurance that I could expect a response within 28 days, nobody has come back to me yet. I normally do not fly with budget airlines because of their reputation and was proven right. Unless you have to, I would advise you to desist. I normally fly British Airways who fly to serve and have never been disappointed. The cost in fact is usually not much more neither.

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Delayed's Comment

Written on: 27/07/2014

There is a Monarch Complaints Facebook Page with many similar comments but delays are Monarch's major problem whether it be their flights or replying to emails.

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