I use budget airlines and this one is fairly inexpensive and while they have good onboard staff - i have to rate them as poor in terms of overall standards. Why - because they outsource their ground services at Gatwick airport to the worst company i have encountered for customer service - called Swissport.
If i give Monarch one tip. Get your own ground staff and improve your customer facing image.
Swissport were surely, disninterested and rude to a number of travellers.
We booked in advance and reserved seats as a family of 4 (Monarch charged us to pre book our seats). We got to the airport 2 hrs in advance (well within recommenced time) but they cue was large. By the time we checked in - the Swissport ground staff reallocated our seats. They broke up our family. My wife is a very nervous flyer and they split us up and we had my nervous wife with a 3 year old and my separated with a 5 year old. All this despite having reserved the seats.
We tried to complain but they point blank refused to accept it and were rude and aggressive.
I will never use Monarch again - not for their customer service standards (which were very good on board) - but because they outsource to that shambles.
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