“We booked a package holiday with On the Beach and the outbound flight has been cancelled due to a airport strike. There are no phone numbers to contact them and AI chat is the only contact which gives you a ticket to answer in 14 days. Our holiday is in 6 days. The service is terrible. If we were stick abroad I would hate to think what would happen.”
“More “In the Lobby” than On The Beach sadly.
A booking error by On the Beach had us check out of our hotel 24 hours before our flight, leaving a family with two young children with no accommodation. In the hot Turkish summer this isn’t acceptable.
I then spent most of our last day with partner and children stressed, and in tears, while I tried to reach an OTB rep.
DO NOT BOOK A HOLIDAY WITH ON THE BEACH IF YOU EVER WANT TO BE ABLE TO SPEAK TO A HUMAN REPRESENTATIVE -BECAUSE YOU CAN’T.
Their in-resort support extends to an automated WhatsApp service where you do not get to speak to a human, just a highly limited automated menu service. It is completely inadequate for resolving problems.
After going round and round in circles with the automated WhatsApp chat we finally found this number to access customer support (+44 333 003 1954). However after multiple attempts to get through to anyone the closest we got - after having been on hold multiple times for half an hour at a time - was the line to be answered by what sounded like a person in their living room and was then cut off.
I will NOT be booking anything with OnTheBeach again.
(As an aside, the Orca World Hotel staff were magnificent in helping us).”
“I have been extremely disappointed with my experience dealing with On the Beach.
I purchased my holiday believing I was protected by their Price Protection Guarantee, which is heavily advertised. When I found the exact same holiday at a significantly lower price, my claim was rejected because the airline had apparently changed the flight time.
The issue is that I did not make any changes to my booking, and I was never informed of any flight change. My booking still shows the original departure time, while the holiday currently being sold shows the same flight number with a different departure time. Despite this, On the Beach insists the holiday is no longer "like-for-like" without providing a satisfactory explanation of why a supplier-initiated schedule change should invalidate their guarantee.
To make matters worse, every response has simply repeated the same generic explanation rather than addressing the questions I've asked. I've had to chase multiple times just to receive a reply, and the customer service has been incredibly frustrating.
Offering a £30 goodwill voucher instead of honouring a price difference worth considerably more only added to my disappointment.
Based on my experience, the Price Protection Guarantee appears to contain exclusions that are not made clear when you book. I would think very carefully before relying on it, as you may not receive the protection you expect.”
“We recently booked a family holiday to Lanzarote with On the Beach. The booking process was straightforward, and the hotel itself was excellent. We couldn't fault the accommodation, and we had a fantastic holiday once we arrived.
Unfortunately, the airport transfer service that On the Beach included as part of our holiday was a complete disappointment. After landing, we waited around 30 minutes for the coach to arrive. Once everyone had boarded, we then spent a further 90 minutes sitting on the coach at the airport because several passengers had still not arrived. The driver showed no urgency or concern about the delay—he simply smiled and pointed at his passenger list.
With the time approaching midnight and no sign of the coach departing, we decided we'd had enough. We collected our luggage, got off the coach, and took a taxi to our hotel instead. The taxi journey took just 30 minutes, meaning we could have been at our hotel hours earlier.
To make matters worse, we contacted both On the Beach and the transfer company to raise the issue. Rather than taking ownership, each simply pointed the finger at the other, telling us we should speak to the other company first. Neither accepted any responsibility or made any real effort to resolve the situation. This was particularly disappointing given that On the Beach had taken several thousand pounds for our family holiday, including the transfer service that failed so badly.
Because we had completely lost confidence in the transfer company, we also cancelled our return coach transfer and booked a taxi back to the airport at our own expense. We simply couldn't risk relying on a service that had already proved to be so unreliable.
Overall, the hotel and the holiday itself were excellent, but the transfer service and the subsequent customer service from On the Beach were genuinely shocking. If we were to return, we'd happily stay at the same hotel, but we would never use the airport transfer service again and would strongly recommend arranging a taxi instead.”
“Our flight coming back got cancelled. Got moved onto another flight but onthrbeach didnt let us know we found out ourselves when we went to check our seat numbers they had gone! Was moved to an 8 hour earlier flight meaning we have to been collected from our hotel at 3am! Tried to change flights but sunexpress say they cant do anything and after weeks and weeks of trying to contact onthebeach and filling in different forms we still have had no contact from them. We go in a week! Will never book with onthebeach again so much stress!”
“Holiday booked .
Return flight has been cancelled trying to get hold fo on the beach is impossible as there so called live chat is just a BOT which asks the same question over and over .
Every number you call just sends you back to the BOT .
It is absolutely disgraceful customer service .”
“AVOID AT ALL COSTS!!! Our flights were cancelled for two weeks before On the Beach even thought to inform us, so we were left fretting the entire time. We’ve had this booked for 4 months and are due to fly in 2 weeks. Getting in contact with a human is near impossible and by the time you do, they’re unable to help as they’re not authorised to assist. We were finally emailed and offered new flights or a refund, to which I promptly responded. Only to then have our flights changed AGAIN in the app to those of a completely different airline, different airport and different times - NOT those that were offered, nor similar to our original flights. Have kept chasing an explanation in the email string over the past week but to no avail of course. Now live chat won’t even put me through to an agent at all. Pathetic excuse for a company and disgusting communication. They responded to my review on another platform saying my booking has been ‘flagged’ and they will be in touch yet no contact has been made of course, just as long as it looks to others like they're on the case! Never again!!!”
“Booked sunday today they cancelled saying price was wrong, already booked insurance. Was booking parking. Was birthday treat for wife and taking grandson as a pre high school treat, tried to send complaint but said booking number invalud, yes because you cancelled. Need took look somewhere trustworthy.”
“** DO NOT USE ON THE BEACH **
** DO NOT USE ON THE BEACH **
We booked a Package holiday with On The Beach at a good price and received all the booking paperwork .
2 days later we got a email saying it was cancelled due to a technical error with their suppliers but the exact same holiday with same dates is still advertised on their website but at a much higher price. To make matters worse you can not telephone or web chat with any humans at all. You just go round and round the system and never get anything sorted out.
On The Beach are the worst travel agents around.
Mr E Price”
“I used on the beach many times throughout the years I was happy with as I was able to speak to someone when waiting on live chat but now it is impossible to chat to some one live and cant speak to any one to resolve my issue. This is the last time ever I’ll use them”
“One of the most deceitful and misleading non existent customer agents! Their app does not let you get through an agent, it has been designed like that. getting through to a an agent is like trying to crack the code of Fibonacci! This will be my last time booked with them guaranteed even if it cost more to book with a travel agent that I can speak to a human if needed.”
“Absolutely disgusting customer service from this company dont deserve one star let alone 5 the company is a joke and has ruined my plans to celebrate my 60thbirthday nobody wants to help bots are rubbish just pass you round the houses I need human interaction not ai”
“After leaving a review on trustpilot telling how disgusted I was with the service l have been given a reply from Sammy she said they don't match prices l opened this on the beach and on the there is a revolving stream saying they match prices so who is right the website or what Sammy said as l a 77 year old age pensioner £50 is a big difference to me so I would appreciate a satisfactory reply”
“Booked a holiday to Turkey in June this year my booking has been completely changed booked 8 nights now down to 6 due to flight changes can't get hold of anybody paid £3800 do not use this shameful company!”
“Absolutely unacceptable experience with On the Beach.
I was clearly quoted £376 as the total cost to change my hotel and was explicitly told that any previous balance would be removed. Based on that information, I agreed to proceed.
After the change was processed, my balance suddenly increased to £592. This included charges I was told would be “wiped.” When I challenged this, I was then told that previous admin fees still apply — directly contradicting what I had been told before agreeing.
This is not just confusing — it is misleading. Customers are being shown one price to proceed, only to be charged significantly more afterwards.
The system is deliberately unclear, and customer service is inconsistent. One agent tells you one thing, another tells you something completely different. You are essentially making financial decisions based on unreliable information.
I now have to go through a formal complaint and a payment dispute to resolve this, which should never have been necessary.
I would strongly warn others: do not trust quoted amendment prices unless you get absolute written confirmation of the final total cost. Otherwise, expect to be charged more than what you were told.”
“No one to speak to the same answers all the time on live chat, it’s a disgrace. How the hell do you put in a complaint. I’ve messed up booking myself but absolutely no help whatsoever so ever.
Yes it’s my fault but I have a disabled sister and an autistic grandson, no bloody help whatsoever.”
