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Monarch Airlines - Deceitful?  
User currently offlineAlexFord From United Kingdom, joined Feb 2006, 11 posts, RR: 0
Posted (7 years 12 months 2 days 15 hours ago) and read 2927 times:

Last Friday I and my family returned from our holiday in Minorca. The out and inbound flights were by Monarch Airlines (Charter not scheduled) using the A321 from Birmingham - the flights themselves were very good and Birmingham airport so much better than Luton airport, and both the out and inbound flights left and arrived early - quite impressed, but... on the outbound flight the cabin crew announced that they would be coming round with headsets and confectionery/snacks that we could purchase and then after that come around with the drinks trolley that we could purchase from - I thought fine. So the two trolleys came round and I duly brought some teas and coffees, but them after both these services had finished they announced (first ever mention on the flight or before the flight in any paperwork) that they would now be serving a hot meal. Hmm I thought - the food was duly served as well as the Coffee and tea - all for no charge. I was not impressed and if they had announced that there would be a hot meal and coffee served before the first two trolley services then I would not have brought the previously 'advertised' drinks. Anyway I asked one of the cabin crew if they normally served a hot meal and coffee on these flights and they said no it was not normal and that probably the tour operator who charted the flight had paid for it.

Anyway holiday over and time for the return flight. It crossed my mind that they may serve a hot meal but I stupidly dismissed asking if they were going to as it was a mid-afternoon flight (the outbound had been 9 AM) so I thought there was no reason to serve a meal at that time of the day, so once more the headsets/confectionery and the drinks carts were advertised but no mention of a hot meal, so I thought OK no hot meal then so I brought 4 cup a soups and some coffees and teas at around £12.00's worth! -- Then after that service much to my annoyance they announced a hot meal and coffee tea -- all of course at no extra charge. Now I cannot but see this as deliberate deceit on behalf of Monarch to allow them to sell 'Monarch' drinks/snacks as they know that if they had informed us that they would be serving a hot meal and tea/coffee (paid for by the tour operator) that the Monarch sales would have been much reduced -- I am not impressed with that and pretty disappointed that a large company should stoop to these unethical (in my mind) levels to boost sales. Anyway I am firmly forewarned to be forearmed in the future.

Alex Ford

19 replies: All unread, jump to last
 
User currently offlineCwldude From United Kingdom, joined May 2006, 691 posts, RR: 1
Reply 1, posted (7 years 12 months 2 days 14 hours ago) and read 2860 times:

It's all in the name of business!


Thomson Airways - The UKs premier charter airline // now flown : BY -AA -AJ -AE -AT; OO -AX -AU -RA -BG; BRIG; OBYD
User currently offlineMattRB From Canada, joined Apr 2005, 1624 posts, RR: 9
Reply 2, posted (7 years 12 months 2 days 14 hours ago) and read 2849 times:

Quoting AlexFord (Thread starter):
It crossed my mind that they may serve a hot meal but I stupidly dismissed asking if they were going to as it was a mid-afternoon flight

So, you got burned the first time and didn't bother to ask the second time?

What's that saying.. fool me once, shame on you.. fool me twice, shame on me?



Aviation is proof that given, the will, we have the capacity to achieve the impossible.
User currently offlineImperialEagle From United States of America, joined Jan 2006, 2529 posts, RR: 22
Reply 3, posted (7 years 12 months 2 days 14 hours ago) and read 2802 times:
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Quoting AlexFord (Thread starter):
4 cup a soups

I would be upset at having to buy "cup 'o soups" too----------sodium content "through the roof"!

That does seems like a sly proceedure on their part.



"If everything seems under control, you're just not going fast enough!"
User currently offlineReverseThrust From United Kingdom, joined Jan 2005, 113 posts, RR: 0
Reply 4, posted (7 years 12 months 2 days 14 hours ago) and read 2781 times:

Slightly sly - but thanks for the warning. I'm flying with Monarch in October to Luxor on the A300.

Regards,

Reverse



Flown MD11/81/82/83/87/90,B732/733/734/735/737W/738/739/742/752/753,F70/100,A300/319/320/321/332/333/343,TU134A/154M,L10
User currently offlineEnglandair From United Kingdom, joined Oct 2000, 2228 posts, RR: 3
Reply 5, posted (7 years 12 months 2 days 5 hours ago) and read 2574 times:

To ASSUME makes an ASS out of U and ME as my dear old gran would say!  Wink

User currently offlineIkramerica From United States of America, joined May 2005, 21502 posts, RR: 60
Reply 6, posted (7 years 12 months 2 days 4 hours ago) and read 2547 times:

It's a chartered tour, and it was the responsibility of the tour operator to inform you of what your ticket included.

It would have been nice for Monarch to tell you about the hot meal, and I think it's annoying they didn't, but why didn't your tour company tell you? You think they had a deal with Monarch to get a better rate by playing this game?



Of all the things to worry about... the Wookie has no pants.
User currently offlineFlyingColours From United Kingdom, joined Dec 2003, 2315 posts, RR: 10
Reply 7, posted (7 years 12 months 2 days 4 hours ago) and read 2519 times:

Well I have just a few points,

1 - Usually the order of service would be;

Headsets (we need to get the IFE on ASAP especially on short flights)
Bar & snacks (for those who want a quick nibble or are not having a meal - also allows time for the hot meals to cook if applicable)
Meal, Tea, Cofee and Juice
and of course the tax free but that one doesnt really count does it  Wink

2 - Our policy is that if we are doing a flight for another airline or tour operator (outside of the group) then hot meals are included. If you booked your flight within 48 hours of travel, again you get a meal and if you've prepaid for one then duh you get one  Smile Some tour operators within the group also request hot meals and ski flights have them too.

3 - Meals don't earn an airline very much, most carriers are looking into taking them of flights under 3.5 hours simply because the time spent on the meal service could be used on duty free which actually earns a good profit.

4 - Almost all of the time the Bar service is the first to run after headsets simply because it offers people the chance to buy wine,beer or cold drinks to go with a meal and more importantly it offers chance for the meals to cook (remember those ovens MUST be off for Takeoff). On really early flights then the breakfast is the first order of buisness.

One rule of thumb is that if you got a meal on the way out then you would probably have one on the way back - but don't kick off if you dont  Smile

As for crew, well you know a good chunk of our paycheck comes from how much we sell so at least keep that in mind the next time we have a 3 hour sales PA  Smile Smile....

And no, I dont work for ZB  Wink

Phil
FlyingColours



Lifes a train racing towards you, now you can either run away or grab a chair & a beer and watch it come - Phil
User currently offlinePe@rson From United Kingdom, joined Jan 2001, 19204 posts, RR: 52
Reply 8, posted (7 years 12 months 1 day 18 hours ago) and read 2407 times:

Quoting Cwldude (Reply 1):
It's all in the name of business!

LMAO. You are so two-faced it's utterly absurd.



"Everyone writing for the Telegraph knows that the way to grab eyeballs is with Ryanair and/or sex."
User currently offlineDL Widget Head From United States of America, joined Apr 2000, 2088 posts, RR: 5
Reply 9, posted (7 years 12 months 1 day 18 hours ago) and read 2378 times:

Deceitful--no, that implies that they mislead you. In this case, they simply did not mention the hot meal part, at most, that's not being forthcoming. Anyways, it's beyond me why you had to buy anything to eat on that flight at all at those prices, it's got to be only about a 2 hour long flight.

User currently offlineMEA-707 From Netherlands, joined Nov 1999, 4313 posts, RR: 36
Reply 10, posted (7 years 12 months 1 day 14 hours ago) and read 2234 times:

yeah I think it's a bit naive from your part as well, usually on a flight with the same length and circumstances (in your case; same agency) there is comparible service. So I guess you were actually mad at yourself that you didn't ask what the service would be. I am sure the F/A's would give an honest answer.
Also it seems weird that you are upset that you got a free hot meal (and these are quite good on Monarch) which you didn't expect, while you would have been happy if you didn't.



nobody has ever died from hard work, but why take the risk?
User currently offlineAlexFord From United Kingdom, joined Feb 2006, 11 posts, RR: 0
Reply 11, posted (7 years 12 months 1 day 11 hours ago) and read 2142 times:

Quoting MEA-707 (Reply 10):
Also it seems weird that you are upset that you got a free hot meal (and these are quite good on Monarch) which you didn't expect, while you would have been happy if you didn't.

No - I was not upset at all in getting a free meal the quality of which was to normal airline standards that I have experienced, what I was upset about was that I was not informed (on both flights) that there would be a free meal and drinks as in that case I would not have spent good money on drinks and soup at over-inflated prices as I would have waited for the free meal and drinks.

Alex Ford


User currently offlineAlexFord From United Kingdom, joined Feb 2006, 11 posts, RR: 0
Reply 12, posted (7 years 12 months 1 day 11 hours ago) and read 2126 times:

Quoting FlyingColours (Reply 7):
3 - Meals don't earn an airline very much, most carriers are looking into taking them of flights under 3.5 hours simply because the time spent on the meal service could be used on duty free which actually earns a good profit.

Phil thanks for the insight and no I did not know that cabin crew were on commission as such for sales - now I know and that would also help explain the silence on the free meal and drinks.

What would have happened if I had been on one of your airlines flights? Would it have been the same story or would the cabin crew have informed the passengers that there would also be a free meal and drinks in addition to the paid round of drinks and snacks?

Thanks

Alex Ford


User currently offlineAlexFord From United Kingdom, joined Feb 2006, 11 posts, RR: 0
Reply 13, posted (7 years 12 months 1 day 10 hours ago) and read 2093 times:

Quoting DL Widget Head (Reply 9):
Deceitful--no, that implies that they mislead you. In this case, they simply did not mention the hot meal part, at most, that's not being forthcoming.

"Not being forthcoming" Sounds like lawyer speak in an attempt to get a sentence reduced by diminishing the true description of the actual offence.

How about 'unethical' then as in "not conforming to approved standards of social or professional behavior".

I think that deliberately (as it seems) not telling me that I could wait a little while and get the same thing that is included in the price that I had already paid for in my flight (even though I was not told), that they have just sold me is unethical, and sorry but the word deceitful comes to mind.

The amount of money involved in this is small but that is not the point (and in fact the whole episode is minor - I just thought people may be interested) - is the seeming deliberate lack of communication carried out so that I paid for (if I wanted to buy of course) goods that would be available for the included price after they had offered the 'for sale' goods.

Would you be happy in the same situation?

If the company I work for treated customers like this then we would not last in business and I would not be particularly wish to work for them.

Alex Ford


User currently offlineAntonovman From United Kingdom, joined Mar 2001, 720 posts, RR: 1
Reply 14, posted (7 years 12 months 1 day 10 hours ago) and read 2068 times:

OMG now they are compaining because they got a meal
what next ?


User currently offlineA340600 From United Kingdom, joined Aug 2003, 4105 posts, RR: 51
Reply 15, posted (7 years 12 months 1 day 5 hours ago) and read 1955 times:

Quoting Antonovman (Reply 14):
OMG now they are compaining because they got a meal
what next ?

Actually, if you bothered to read the post you would see he wasn't complaining at all about that, but the way in which it was served(see below) sarcastic 

Quoting AlexFord (Reply 11):
No - I was not upset at all in getting a free meal the quality of which was to normal airline standards

----------------------------------------------------------------------

At the end of the day it is up to the tour operator to tell you of the free meals not Monarch,

Sam



Despite the name I am a Boeing man through and through!
User currently offlineIkramerica From United States of America, joined May 2005, 21502 posts, RR: 60
Reply 16, posted (7 years 12 months 1 day 5 hours ago) and read 1940 times:

Quoting Antonovman (Reply 14):
OMG now they are compaining because they got a meal

I think he's more upset that he paid for tea, and then they came by and handing out free tea to anyone who wanted it.

I'd be annoyed by this, too.

The snack part is not so bad, but to charge for the same thing you were obligated to provide for free by the tour contract is really shady.



Of all the things to worry about... the Wookie has no pants.
User currently offlineJmc757 From United Kingdom, joined Mar 2000, 1298 posts, RR: 7
Reply 17, posted (7 years 12 months 16 hours ago) and read 1824 times:

On all charter flights I've been on they've done the bar and snack service before the meal service. What tour operator were you with? I've also always been aware of whether I'm getting a meal or not, it usually crops up a number of times in your paperwork for the holiday.

User currently offlineGkirk From UK - Scotland, joined Jun 2000, 24923 posts, RR: 56
Reply 18, posted (7 years 12 months 16 hours ago) and read 1807 times:

Quoting Ikramerica (Reply 16):
I think he's more upset that he paid for tea, and then they came by and handing out free tea to anyone who wanted it.

On charter flights you always get free tea or coffee if your having a meal anyway. So either he didn't realise he was getting a meal, or he's just plain daft  Wink



When you hear the noise of the Tartan Army Boys, we'll be coming down the road!
User currently offlineFlyingColours From United Kingdom, joined Dec 2003, 2315 posts, RR: 10
Reply 19, posted (7 years 12 months 16 hours ago) and read 1796 times:

Quoting AlexFord (Reply 12):
What would have happened if I had been on one of your airlines flights? Would it have been the same story or would the cabin crew have informed the passengers that there would also be a free meal and drinks in addition to the paid round of drinks and snacks?

That depends on the flight supervisor (or Purser) on the day, some mention the whole deal and some don't. When I'm out on the cart people always ask "do we have a meal" or "how long till lunch", to which my reply is usually "as soon as we have finished this service".

One handy hint though is to look at your booking information, if you have ORML stamped on it then you are down as a no meal, although ORML is/was the code for Oriental Meal it now seems to be the norm for No Meals....

Sometimes we leave a large gap between the bar and the meals, on a night flight (01:00 local departure heading into the UK getting back to MAN at around 05:30L) some crew would go out with all services one after the other, everyone falls asleep and the crew have nothing to do for 3+ hours, Some other crews will go out with the headsets then the bar then duty free and an hour before landing go out with breakfast - but then again everyones informed in that case

Its the tour operators descision at the end of the day, unless you book directly with the airline.

Hope that provides some insight  Smile

Phil
FlyingColours



Lifes a train racing towards you, now you can either run away or grab a chair & a beer and watch it come - Phil
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