Monarch Airlines has contracted review specialist Feefo to gather feedback on the service provided to passengers, including specific comments regarding the in-flight experience.
It claims to be the first UK airline to benefit from the independent consumer reviews.
Feefo was introduced to help the airline achieve sustainable growth through a greater understanding of passenger experiences.
Customer experience and marketing director Tim Williamson said: “Throughout its operations, Monarch seeks to deliver a high-quality, differentiated level of service in its endeavour to be the airline that customers choose for both service and value.
“The implementation of Feefo marks a big commitment from the airline to deliver the best possible brand experience.
“We recognise that to achieve this we need to harness reviews from our customers to enable us to better understand the perception of the service we provide, both at the booking process stage and in-flight.”
Feefo chief executive Andrew Mabbutt added: “The travel industry has understood the value of customer feedback for several years but has been limited by the choice of suitable platforms.
“While some web-based systems might offer exposure to millions of consumers, such systems fail to protect the integrity of the opinion being offered.
“Feefo has proven itself as something more than a viable alternative to the travel industry, and the welcome introduction of Monarch Airlines demonstrates the quality of our process and the long-term value of genuine customer feedback to the business.
“The use of ratings and reviews by tour operators has grown significantly over the last year; we are delighted that Monarch has chosen Feefo as its ratings and reviews provider making it, we believe, the first UK airline to enable an independent review provider to collate and publish customer feedback.”
Monarch has the capacity to carry eight million passengers a year from bases at Gatwick, Manchester, Birmingham, East Midlands, Leeds Bradford and Luton.