Nice touches all the way

It’s been a time of uncertainty for Monarch Airlines, its new investors now firmly in place and a restructure under way. But on a recent flight from London Gatwick to Palma Majorca, Bev Fearis found it hasn’t had any impact on customer service on the ground.

"I always like to arrive in plenty of time when travelling from Gatwick, partly because it can be busy but also because, if it’s not, there are plenty of decent shops to pass the time. This time, we passed through in record time and the shops got a battering.

There was no queue at the Monarch check-in at South Terminal when we arrived at 11.15 for our 13.30 flight. As suspected, our check-in bag (£18.99 each way for 20kg) was just over the weight limit but the check-in clerk said it was fine as our hand luggage was under. Phew. No need to re-jig. I warmed to her even more when she asked our son what he would be doing for his birthday a few days later. She’d obviously noticed the date on his passport. It was a nice touch, the first of several.

We were ushered through Gatwick’s dedicated family security line where staff are more smiley and all the kids all get a sticker. Then there was plenty of time for a cuppa and shopping before the gate was called at 12.25, as directed by the information board. After a quick rush to Boots (for insect repellent) we started to make our way to the gate, which turned out to be quite a schlep.

Priority boarding was called but obviously nobody had paid £5 for the privilege because nobody came forward. Next, the invitation went out to families with children aged under 5, which included us and two other families. Cabin crew gave us a warm welcome and directed us to our seats in row 3. Rows 1 to 9 have seats with extra legroom, which cost around £14 extra per person when pre-booked and £25 once on board. They’re obviously popular as only a few seats were still free. We were able to put our bags under the seat in front and still have plenty of foot space.

There was time for a quick visit to the loo while everyone else boarded but despite several attempts I couldn’t get the soap dispenser to work. The cabin stewardess tried too, then went off and returned with some wet wipes. Solution found. We moved from the gate on time and took off 20 minutes later.

As soon as seatbelt signs went off, the in-flight food service began. We’d booked a hot meal – a choice of cider sausages and mash or Cajun chicken. I had pre-booked the veggie option – piping hot and tasty gnocchi in a leak and mushroom sauce. Our lunch box also included cheese and crackers with fig sauce, a bread roll, banoffee desert and a choice of hot drink (good old PG tips). Freddie had the children’s menu – pasta and meatballs (his favourite), a Ribena, and a chocolate biscuit. He struggled a bit, trying to stop all the lunch components from sliding off the seatback tray, in fact we all struggled, but the crew were quick to come round and collect any rubbish. They came round three times, in fact, saying they were aware that the in-flight meals come with lots of packaging. Each time, service always came with a genuine smile.

While we tucked into our pre-booked meals, most other passengers were ordering from the trolley service of hot and cold sandwiches, pizzas and sausage rolls, all at reasonable prices. I was tempted by the sale of OK magazine (£2.50), which kept me busy until we landed.

The Captain told us the sun was shining and wished us all a pleasant stay. We were straight through passport control and there was only a short wait for our bags to come round the belt at Palma Airport. The whole experience was relaxed, hassle-free and a great start to our family holiday."