4 October 2017

Monarch Airlines

Information for customers affected by the news about Monarch Airlines

Monarch Airlines ceased trading on Monday 2nd October 2017 and has entered administration.

To support those affected, the Civil Aviation Authority (CAA) has set up a dedicated website to provide Monarch Airlines customers with advice and assistance.

Monarch Airlines customers already abroad

The Government has asked the CAA to coordinate flights back to the UK for any customers currently overseas. This will be at no additional cost to those affected. Details of return flights are available on the CAA website.

Customers yet to travel out of the UK with Monarch Airlines

Where your booking is ATOL protected, the CAA will arrange for refunds to be made on all bookings as soon as possible, they will contact you directly with details of how to claim. For more information visit the CAA website.

If your booking is not ATOL protected, you will not be entitled to make a claim to the CAA for the costs incurred. Depending on your original payment method, you may be able to claim back some or all of the costs from your debit or credit card provider or PayPal – but you should check with your provider in the first instance.

If you’ve used your HSBC debit or credit card to pay please log onto Internet Banking and send us the details via ‘Secure Messages’ under our ‘disputed card transaction’ heading. You will receive a call back within the next two weeks.

HSBC Travel Insurance is provided by Aviva Insurance Limited

There is no cover under these Travel Insurance policies for claims resulting from any tour operator, travel agent, airline or other service provider becoming insolvent. However, we will look at each individual case and we will consider costs which cannot be recovered elsewhere.

To speak to the appropriate claims team please call the number relevant to the product you hold with us:

08000 517 459

08000 517 452

Jade by HSBC Premier
08000 512 558

HSBC Travel Ins
01603 208529

Gold Mastercard
01603 605 124

Platinum Card
01603 605124

Lines to make a claim are open 24 hours a day.


HSBC serves c17 million customers in the UK and employs approximately 43,000 people. In the UK, HSBC offers a complete range of personal, premier and private banking services including bank accounts and mortgages. It also provides commercial banking for small to medium businesses and corporate and institutional banking services. HSBC Bank plc is a wholly owned subsidiary of HSBC Holdings plc.

The HSBC Group

HSBC Holdings plc, the parent company of the HSBC Group, is headquartered in London. The Group serves customers worldwide from around 3,900 offices in 67 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa. With assets of US$2,492bn at 30 June 2017, HSBC is one of the world’s largest banking and financial services organisations.

Information for customers affected by the news about Monarch Airlines (2-page PDF 201KB)