Monarch has hit back at its poor ranking in data compiled by flight delay compensation firm AirHelp.
Chief executive Andrew Swaffield claimed the airline’s low rating in the AirHelp rankings was because the airline does not work with the company.
Monarch issued a statement in response to the data, which identified the ten best and worst airlines and airports in the world.
“Two of the criteria used by AirHelp, ‘on time performance’ and ‘quality and service’ are excellent key performance indicators informing leisure and business travellers of what to expect when booking a flight,” Monarch said.
“However, the third criteria that AirHelp uses, ‘how well they resolve flight delay compensation claims’ is an entirely subjective and narrow criteria which is only based on whether the airline will deal directly with AirHelp as a claims management company – something that Monarch does not do.”
Swaffield said: “Because of our decision not work with this company, we have scored a lot lower than we deserve.
“For all these reasons we refute the validity of AirHelp and the findings of this ‘research’.
“We recommend that customers refer to Feefo, the OAG tables and TripAdvisor as they are well known and objective scoring mechanisms.”
He said: “We respond to direct customer claims within 28 days; we work with all UK regulated claims management companies; we were the world’s most punctual low cost carrier in OAG’s Punctuality League 2016; and were appointed a Gold Trusted Service award by Feefo, the independent trusted ratings and reviews platform in February 2017.
“Most recently we have been voted as a winner in the ‘Regional & Low Cost Airlines’ category based on customer reviews on Tripadvisor over the last year.”
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