Monarch to upgrade ‘nice’ customers, but only those who bypass agents
Monarch is giving away a limited number of free upgrades to customers simply for being polite, but the offer is only available to those who call direct.
The selected customers will receive extra leg room seats, which give up to 15% more space, and priority check in.
The upgrade will apply to the entire booking, so all those travelling together will be given the larger seats.
Monarch said the upgrades, which are subject to availability, were worth more than £100 per couple, but could only be awarded by its own customer service staff, not check in personnel or travel agents.
The initiative follows psychological research commissioned by Monarch and carried out by Goldsmiths University, which it claimed proved that its customer service staff were nicer than the average person.
Chief operating officer Nils Christy said: "We are often described as the nicer airline and holiday company and we pride ourselves on this. Our customer services staff are already nice – now they can reward those who are positively nice to them too.
"Everyone benefits from niceness. Planes depart more punctually, staff and customers are happier and it improves the travelling experience for everyone."
Monarch customer services staff have up to 10 upgrades a week to give away to customers who are ‘especially nice’ over the phone.
A spokeswoman confirmed the upgrades were only available to customers who booked direct with the airline’s customers services team, or those who contacted the airline or tour operator directly with a query or a problem.
"The upgrades aren’t being given out at check-in, only over the phone, and they won’t be available to those who book via an agent," she said. "This is because our staff have been proven through research we’ve done with Goldsmiths to be the nicest and so they are the only ones with the ability to give away these upgrades.
"It’s an incentive for people who book direct with Monarch."
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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