Reaction to news that Monarch Airlines has gone into administration

2nd Oct 2017

Reacting to the news that Monarch Airlines has ceased trading, Jo Causon, CEO of The Institute of Customer Service, commented:

"The news that Monarch Airlines has gone into administration is hugely disappointing for its customers and employees, but also a real blow to the UK travel industry. This news proves yet again the challenges of working in a highly competitive industry, and the need to create sustainable differentiation to ensure standout in a crowded market is even more important.

“Our own research has shown a growing trend for customers to place emphasis on service over price, and over a quarter of people (28%) now favour excellent service, even if it means paying more, compared to just 15% who always want the cheapest deal. Organisations need to place customers at the centre of their business strategy to guarantee sustainable performance over the longer term, in particular at the moment where every penny is harder earnt. The travel industry is hugely important to the UK economy, and with Ryanair’s recent troubles, UK consumers will be even more likely to make decisions based on trust and reputation, businesses need to take note of this.” 


Notes to editors 

For further information please contact:

Rebecca Peck and Bethan Davies

E: [email protected]

T: 020 7010 0877 (Rebecca) or 0207 010 851 (Bethan) 

About The Institute of Customer Service 

The Institute of Customer Service is the professional body for customer service delivering tangible benefit to organisations and individuals so that our customers can improve their customers’ experience and their own business performance. The Institute is a membership body with a community of over 500 organisational members - from the private, public and third sectors – and over 3,000 individual memberships. For more information about The Institute of Customer Service go to

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