“Booked through Sunshine (sister company) went through booking a package with the booking opting for the virtual card to save money by booking the flights myself with their virtual card. At no point on the booking page was any information regarding this other than after booking information would be sent with the card. It is only after booking and paying you find out if you have an android phone the virtual card they provide is not compatible leaving you unable to make the saving and book the flights. After contacting them through the live chat I'm told it's easy jets issue, I informed them no it's your virtual card problem therefore should not have to pay an extra £48 for the on the beach operator to book my flights for me. I find this totally unacceptable and clearly not transparent before booking and paying. Sort your virtual card out on the beach so your customers who have an android device can use your card!!! I ended up getting a credit voucher off my next holiday however I feel the lack of transparency and putting the blame on easy jet is totally unacceptable,”
“www.onthebeach.co.uk , Worst experience ever !!! Placed order for this beautiful place, but travel agency is awful, useless company !!! Spend more than 1.500 pounds and waiting and waiting for refund !!! Like you know , when we must pay immediately, but refund never comes that fast ? So sad there is travel agencies like this, SO BAD , BE CAREFUL !!! Don't travel with them ! and Tripadvisor doesn't allowed me to post this review there. woops.”
“Absolutely diabolical customer service experience, unfortunately, owing to my experience I was unable to fulfil my holiday due to failure on Travel Assistance element of the package”
“Right now, I just have no energy to explain how terrible experience I had after booking with on the beach and besides, many people have already expressed similar experiences in their reviews.
Soon I will also be able to wright the details about my experience with this travel agent before and after we arrived at the hotel.
As there is no on the beach customer service to deal with, l have now decided to pass on the issue to the credit card company to deal with regarding the hotel room we have paid for that wasn't available for two days.
In general, I would never book with this travel agency ever again.”
“Disgusting company.
I booked a holiday package for next July, they canceled the flight, so I had to cancel the whole holiday.
They refused to refund the full amount, even it was bought as a package and it wasn't my fault I had to cancel.
And we are talking about next year, not next week.
The only way to contact them is their chat, where you are in a queue of about 200 every time, almost impossible to reach someone.
Avoid, avoid, avoid!”
“Would have given 0 stars if possible, have tried for hours just to be pushed back to same place, unable to get anywhere with them,flight changed by 12 hours,losing a full day,impossible to get this resolved, ryanair have stated because its over 5 hours it can be refunded in full but have to go through on the beach, they want over £300 to cancel,its not our problem its been moved a full day but ive to pay,will never use them again,horrendous way to treat customers,easy way out for them as they dont have to speak to you,all done online, back to the travel agent after this,at least there will be someone to speak to.”
“I booked a full package holiday (flights + hotel) with On the Beach, and it has been a complete disaster.
From the very start, the airline (SunExpress) lost our luggage containing ALL of our essential items. We were left with literally nothing – no clothes, no toiletries, nothing. Our entire holiday has been ruined.
When I contacted On the Beach for help, instead of taking responsibility as required, they just kept blaming the airline and told me to deal with it myself. This is completely unacceptable. I didn’t book separate services – I booked a package. Under UK law, On the Beach is responsible for the proper performance of ALL elements of the package, yet they have done absolutely nothing to support us.
We spent a fortune on this holiday and got nothing in return but stress and frustration. Their customer service is dismissive, unhelpful, and simply tries to push the problem away.
I strongly advise everyone: do not book with On the Beach. If anything goes wrong, they will abandon you and leave you to fight with airlines and insurance on your own. Terrible company, zero accountability.”
“Beware advised price isn't what you pay
Booked a holiday with on the beach. After they took a hold on the card they bumped up the price. Now you can't cancel as they add £50 cancellation fee per person plus ypu loose the flight cost. Your could be forced to go on a more expensive holiday than initially qouted”
“Dreadful customer service. Booked an expensive holiday to Spain, staying in a very lovely hotel, only to be told that the coach transfer doesn’t have access to the hotel and would have to drop me off over a mile and a half away from the hotel. I am disabled and find walking very painful. I asked for them to change the collection to a car so it could collect me from the hotel and they wanted to charge me £60 for an upgrade!!! Asked to speak to a manager and was told it would take 48 hours and they’d say the same. Safe to say I won’t be booking anything with them ever again!!”
“on the 28th August I requested to change holiday dates, despite numerous requests I finally had a quote 2 days ago (14th Sept) - 16 days! this quote lasts for two days, I did not understand the price breakdown and I asked for an explanation as I wasn't sure what it included. As I was reading the response, the quote has now disappeared and it says raise the query again! the service is awful, everything is through chat. I have just wasted another hour trying to get an answer and guess what they have now logged my query again and nit will take up to three days to get back to me!”
“If you don't have an apple phone don't book with them or extra fees will come up.
Extra fees because you are not an apple user is a discrimination which shouldn't be allowed.”
“Will never use them again their rep at the hotel told me them cannot help me as they only arrange your transport to the airport and sell exsurtions this is in 🦃”
“Hidden Fees for Android Users
I've used OTB previously with no issues. Booked a holiday last night and the package included EasyJet flights, selected the option to save £24 per person by booking flights myself with their virtual credit card (bit of a faff I thought but £72 is a good saving) so this was then cheaper than another provider. So although OTB can see im using an Android device to book, it still offered me this option. It turns out the half solution they have chosen with Revlout only allows iPhone users to book this way. Android has to pay. No other option. They knew this when I was booking, they knew it is an Android device and didn't mention it. Spoke to customer service today and options are pay the hidden fees or cancel. Disappointed is an understatement and won't be using them again.”
“Stay away. First time booked flights was okay, no delays or whatsoever. Second booking was created 2 months ago, now checking my booking status and flights are completely off from my booking. Contacted the airline they said someone called and changed dates. I spoke with On the beach customer service and they said the airline cancelled the booking ( which is lie ) . Miscommunication, misleading information, probably making money on cancellation fees.. Airline doesn’t make refunds, now I need to make a case which I can’t find where. Only 3 weeks before holidays I have to cancel my bookings and all because of this “good” holiday company. Avoid if you want to enjoy your holidays … Well you lost a customer !”
“One on the worst travel companies , horrible customer service . You can’t call then , you can’t send them e-mail it is joke honestly. How they even last . Never book with them anything again , please avoid”
“I typically book my holidays with Love Holidays or easyJet, but on this occasion, I made a booking through On the Beach as the flight time options were more convenient for my little son. I completed the booking late at night, with a total payment of £1,568.64.
Upon waking the following morning, I received an email from On the Beach that I initially presumed to be a confirmation. However, I discovered that it was a request for an additional payment of £80 per person. I have never encountered a similar situation, and I found this request to be unacceptable.
When I contacted their customer service, I was informed that the flight price had increased after my booking was finalized. I have booked many holidays over the years and have never been offered a refund when a price has decreased post-booking. I consider their explanation to be highly unreasonable. I had no choice but cancelled my holiday and booked with another provider for much less price.
Consequently, I will not be using this company for any future bookings. I advise others to exercise caution when considering On the Beach to avoid a potentially negative experience.”
“I booked a holiday with On the Beach for August 2025, meant to celebrate a family milestone and after recovering from a serious injury. The company tried to charge over €1,500 on my saved card without my consent, changed booking terms without approval, and ignored multiple formal complaints past their own 14-day response window. Their refusal to honour a Price Drop discount and unprofessional internal conduct—including their Data Protection Officer referring to me dismissively as “she”—added to my distress. This was a deeply disappointing experience that caused financial and emotional harm. I cannot recommend On the Beach.”
“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.”
“We had a terrible experience with On The Beach. We arrived at Xoria Delux Hotel in Antalya on 16-July-2025 with our two kids, only to be told by the receptionist that our booking was for 21-July-2025. This was clearly a mistake on OTB’s end. We called them and were told to wait at the reception while they tried to fix it. It was around noon, extremely hot, and our kids were visibly upset and uncomfortable.
To make things worse, the hotel manager told us to leave since we weren’t their guests. After 2 hours of waiting in the heat, OTB finally moved us to Doganay Beach Club, which was nothing like what we had booked. It felt more like a 3-star hotel, with broken floors and overall poor condition.
Since it was peak season, we had no other options and had to stay there. Honestly, I wouldn’t book with them again even if it was free. Completely unreliable and disappointing experience. Holiday ruined.”
“Beware - Terrible customer service. Sell you a holiday and you don't get what you pay for. We booked a particular room and have ended up with one we didn't book! Disgusted. Spent hours trying to get through the automated chat to a real person, when I did I was 95th in the queue and which took another 2 hours, after which I gave up having no resolved my problem. Use TUI or Jet2, they might be a bit more expensive but definitely worth it!”
