Deposit Nicked by OTB
My partner and I have been having issues with On The Beach and their conduct is simply appalling. We booked a couples holiday for early August and a family holiday for late August to Crete. Quick overview - Stopped selling holidays for June, July and August but if you booked with them. They refuse to refund or cancel the booking. - They refuse to answer written or verbal complaints unless you have already gone on holiday (which hasn't been possible). They simply ignore emails and letters sent to them. - There TrustPilot account is full of hundreds of 5 star reviews they got in the middle of lockdown. We became concerned when OTB stated they would no longer sell holidays for June, July and August in May. I complained in writing and requested a refund on the basis that they are expecting me to pay for holidays, that they are refusing to sell. They are using the conflicting Government advice on the Amber list between DtL and FCDO, the advice is do not travel for leisure. The response I got back was "Please note that this email address is for customers who are submitting a post travel complaint only – we are unable to respond directly to individual booking queries." At the time no one had travelled internationally for over a year on holiday. When I went to leave a review online I discovered they have inundated Trust Pilot with 5 star reviews. The CMA is cracking down on false reviews. OTB has thousands of 5 star reviews during lockdown. Which is completely nonsense, they are clearly fake reviews Tui has 8k reviews and 1.9 stars. OTB has 23k+ with 4.1 stars. To be clear they do not accept complaints written via the messenger. Formal complaints must be submitted in writing via email (which they ignore) and they do not respond. They have withdrawn from their ombudsman and state they will not refund flights even against government advice unless there is a specific law
2 months ago
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On the Beach has a 1.33 average rating from 172 reviews

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