I travel each month from my home in Spain regularly using Monarch, and I am au fait with Internet bookings. On this occasion I found myself forced to stay in England for an extended period, due to the illness of my elderly parents, and made an unusually large amount of purchases, so whilst booking I booked an extra case to accommodate them and allow me a worry-free passage through the airport. As a regular traveller, I am generally knowledgeable about some of the pitfalls of airline rules and regulations. By booking an extra bag, I believed I had plenty of space and even included my hand luggage into the 2 suitcases. Whilst packing for my flight on Saturday evening, I tried to call Monarch customer service number to clarify the exact packing amount, (I admit there was some doubt in my mind). However, the office was closed. I find it extraordinary, as it is a 7 day a week industry. I should have been able to ask that question, and have got a simple answer at 8pm on an evening prior to departure. I was very relieved when I printed my Boarding Pass to see clearly printed 2/20kg bags, which I took to mean 2 x 20kg bags. I did not expect it to be 1 x 20kg bag and 1 x empty bag (which of course has weight) or 2 x 10kg bags. I regard myself to be of fairly average intelligence and, in the absence of clarification, took the Boarding Pass to indicate I had successfully booked 2 x 20kg bags. After some research I believe this may be a perceived misconception by other travellers and although the ground-crew were very well versed in explaining that some people prefer 2 lighter weight bags, it would seem that this is a pit fallen into by other customers. I have just paid a £200 excess baggage charge for 20kg of luggage and just £165 for me (via my internet booking) and 20kg of luggage (plus of course an empty bag). I realise now that the weight of that bag was not allowed for! I contacted customer services and sent copies to the CEO and have been offered no reasonable response. Therefore I would warn all travellers - Be very aware of weight allowances and invest in your own weighing machine - not expensive but very useful! The staff all did their best, but "rules are rules". Needless to say, Monarch have lost a customer.
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