Monarch Air Group: most-reported complaints
Automated analysis of 210 public Trustpilot reviews published 2019-12-13 to 2026-08-24. TrustScore 4.9 from 1,118 total reviews — see the Trustpilot page. Quick answer: is Monarch Air Group legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 42% of the 12 complaints identified in 210 reviews. Poor core service was the second most common issue, cited in 25% of complaints, with examples including unpleasant aircraft odors. Other concerns, such as rude behavior during the booking process, made up the remaining 17% of reported issues. A clear trend cannot be established for these issues due to the low number of reviews.
How to reach Monarch Air Group
These are the contact details Monarch Air Group publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone (954) 359 0059, email [email protected], address 610 SW 34th St.Building 3, Suite 307, Fort Lauderdale, 33315, US.
The company claimed its Trustpilot profile on 2017-05-07, uses Trustpilot’s paid features, and last replied to a negative review on 2025-11-19 — more than six months ago. Trustpilot ranks it 3 of 7 in Airline. We last checked this profile on 2026-09-24 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.9 → 4.9 across 7 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (60%, 41.0d) · 2026-08-24 (60%, 41.0d) · 2026-08-27 (60%, 41.0d) · 2026-09-12 (50%, 29.5d) · 2026-09-18 (50%, 29.5d) · 2026-09-24 (50%, 29.5d).
Review provenance: 115 company-invited reviews in the recent window average 4.98★, while 95 organic (uninvited) reviews average 4.71★.
71% of its 200 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 42% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 123 of this company’s 1,118 Trustpilot reviews (11%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Monarch Air Group?
Support unhelpful
5 reports · 42% of complaints“they couldn't even deliver the plane that was promised on the return leg.”
The company replied on 2025-11-19: “Mr. Francis, we’re very sorry to hear about your experience and appreciate you taking the time to share your feedback. Accurate scheduling and clear communication are fundamental to how we operate.…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Terrible customer service.”
1 reader marked this review helpful on Trustpilot.
“Our flight was delayed almost two hours and was lied to about the reason.”
Poor core service
3 reports · 25% of complaints“The plane smelled of gasoline the whole flight (4 hrs).”
The company replied on 2025-11-19: “Ms. Cloutier, we are genuinely sorry to hear about your experience and appreciate you taking the time to share such detailed feedback. What you described is far from the standard of service and…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Our flight was delayed almost two hours and was lied to about the reason.”
“When we asked for the promised reimbursement and compensation for the additional 6 room nights and meals "sorry, not our fault" was the reply.”
The company replied on 2025-11-19: “Mr. Carter, thank you for sharing your experience. We sincerely apologize for what you described and the inconvenience caused. Our team would very much appreciate the opportunity to review the…”
Our classifier read this reply as a template response.
Other
2 reports · 17% of complaints“In the phishing process this man is extremely quick and rude and then proceeds to insult whomever attempts to help.”
The company replied on 2025-11-19: “CS, thank you for bringing this to our attention. We take reports like this extremely seriously and want to assure you that these individuals are not affiliated with Monarch Air Group. Monarch…”
Our classifier read this reply as a deflection.
“STT airport staff indicated they had no knowledge of my flight.”
Compare Monarch Air Group with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.