Monarch, the leading scheduled airline to leisure destinations, has become the first airline in the world to reach 500,000 real customer reviews through independent feedback provider Feefo. Monarch started using the global ratings and reviews company in December 2013, asking every customer who travels on a Monarch flight to rate their experience.
To celebrate reaching the half a million mark, Monarch is giving away a pair of flights to the 500,000th reviewer, and another pair in a social media competition: Monarch staff will be handing out limited edition sunglasses on the 22nd November, to holidaymakers at check-in at all five UK bases. Customers tweeting their best selfie with the hashtag, #FeefoSelfie, are in with a chance of winning.
Through Feefo, half a million customers have given their honest opinions and rated their journey with Monarch – from the booking process to the service they receive on-board. Monarch have used this genuine customer feedback to make popular changes and resolve any issues. Examples include:
– Adding more vegetarian and gluten-free options following customer demand
– Introducing free kids colouring packs, when feedback showed that keeping children happy whilst on-board was important to parents
– Updating the look of the Monarch website and making it more user friendly and responsive on all devices including smartphones and tablets
Robert Foulkes, Senior Digital & Marketing Manager at Monarch said: “We are very proud to be the first airline to reach half a million Feefo reviews. Feefo has provided us with an excellent source of customer insight. This allows us to focus on our customers’ feedback – both positive and negative – and make changes where we can”.
Andrew Mabbutt, CEO of Feefo commented: “We’re delighted that one of our longest-standing and biggest clients has reached the half a million reviews mark. Monarch has consistently had positive Feefo reviews and ratings from its passengers, and it is a great example of how brands can improve and grow their business by listening to the voice of the real customer.”