I have bought a holiday that was ATOL protected with this company. Unfortunately 3 weeks after purchase and three month prior to departure I had a family member that got terminal illness and I needed to urgently cancel my holiday which was still three month away . Onthebeach advised that my flight cost of £3000 with TUI. Will be totally non refundable which was shocking to us , so I contacted TUI and they were wonderful and help me get my refund minutes £300 . However TUI refunded the money back to a card that onthebeach used to pay to them for my holiday. This card did not belong to me but was used by onthebech to pay to TUI . I have now contacted onthebeach at least 15 times and their behaviour in their messages are so childish and obtuse . They refuse to read my messages and reply with same old narrative over and over again . They haven’t paid my money back which I really need as I need to take care of my family member that is poorly . In addition to all of that they have no complaint procedure or numbers to call . The only number is the one that is charged per minute and each time you call you’ve to wait for hours and still unable to reach them . Even the website does not have a complaint procedure and refers to other companies that are issuing your travel tickets. This company is not extremely fishy and I suspect may be practicing illegal activities. PLEASE PLEASE STAY AWAY , THEY ARE NOT TO BE TRUSTED . YOU WILL LOOSE YOUR MONEY .