We saved for 2 years to take my two birth children and two foster children to Dubai — total cost £5,000+ We were denied boarding because my Dutch passport only shows the year of birth — a restriction never mentioned by On The Beach or Emirates at booking or on your site. When we were stranded at the airport, there was no human support, no phone line—only automated messages that weren’t available in real time. Despite the hotel refusing a refund and us never travelling, they took no responsibility and left us with no recourse. You highlight ATOL protection, but you’re not ABTA regulated, so customers are left without consumer oversight or accountability. We lost everything—money, time, and the memory we’d been planning—and On The Beach offered no support or compensation. Heartbreaking and unacceptable.