“My holiday got cancelled at the start of Covid and I have yet to receive the rest of my payment, there are so many fake reviews over on Trust Pilot that it makes me skeptical about trusting reviews from them in the future.”
“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They have withdrawn from their ombudsman and state they will not refund flights even against government advice unless there is a specific law”
“My son cancelled his holiday, so no booking showing in manage my account, has had £400 taken from his bank account, unable to contact anyone at On The Beach via phone or email!!!”
“Taken double payments of nearly 1000 pounds from my account. The only way to contact is by waiting for 69 minutes on a phone that cost 12p per minute. Absolute scum company”
“No money refunds waiting 14 days don't have any money in my account 😡 I tried to call them two hours no one answer😡And you want to say that this is a good attitude towards the customer?😡😡😡”
“We will not use this company again. We had it confirmed on two occasions by the airline that our seat had been refunded to On the Beach. On the Beach have refused to refund us the money. Writing to the CEO, Simon Cooper, they refused to accept a signed-for letter. The result of this is we have lost £570.”
“155 pound deposit paid including covid insurance before Turkey went on the red list for June 29th.Called constantly never answer sent hundreds messages I want this money back if not I'm taking it further they say they cancelled my holiday due to non payment ehhhh it went on the red list who's going to part with money known that you can't go disgrace they wanted 250 to change the date to next year same place same time never use them again”
“We have a holiday booked on 2nd july 2021 to Spain. we have asked to change it to july 2022 which has been a nightmare, partly due to Ryanair. It has cost us £1200 so balance still outstanding. Spain are on the amber list. We have tried changing which will cost an additional £575. It is the most stressful situations I have encountered with a holiday. Cancelling will cost us £275. Avoid on the beach and Ryanair. Greedy companies”
“Bad customer service worst ever seen
Do not book with these they rip you off
Dont take there insurance as they have excuses with everything they dont pay
But the main part is there customer service worst seen”
“We are not travelling until February 2022 but without any notice at all on the beach has taken 2 payments this month so of nearly £900 which has left us considerably over drawn and not enough for this month’s direct debits!!!”
“The reviews are correct!!
We had a holiday booked for June 16th 2020, due to covid this got cancelled as the lockdown originally was that we wasnt able to travel until june 21st! So we changed the date to go to june 30th and paid the extra £100 charge. However, due to the change of lockdown rules and having to self quarantine on return etc we asked what the options were and if we could change the dates to next year, same place & dates just 2022. They said it would be easier to change the dates as they are “waiving” their admin fees. So we asked the question for next year.. They came back and said it would be £480 extra to change? Whats the £480 cover then? when we go on the site and type in the same place, dates etc for next year the price is near enough the same as what it was when we booked it for this year!! When i questioned this, they came back and said because we already have a pre existing booking with them that is what the costs are. Yet if we were a new customer it would be the cost of what we got on the quote. How is that right? So a loyal customer who has used them many of times before & have a booking with them already will be charged extra just to change the dates which may i add is not down to our own fault... its because of having to self quarantine & we cannot afford to take extra time off work but its ok for a brand new customer to book and only have to pay what our original quote was ?! The price hasnt even gone up an extra £480?! We've gone back and forth on msgs because they will not talk over the phone and basically we are left to either pay the £480 for next year, also adding that they require £375 to secure it (f#cking cheek) or to get an £83 refund!! On there site, they advise that if you have a holiday to change the dates and no admin fees will be charged so thats what we tried to do but somehow want to charge us an extra £480! And at the time of booking to june 30th, they told us that we would be covid covered should it be cancelled or we needed to alter our dates because of quarantining etc. (Anything covid related).
This company are con artists. They have every answer in the book to make sure they do not give you a penny back !!! I will never ever use them again!! & i will make sure i tell everyone to avoid at all costs !!!
Absolute bunch of c#nts!!!”
“I feel I have been scammed , on the beach has been holding my returned flight payment for 19 days and will not even acknowledge receipt of it despite covering email from EasyJet, I cannot afford to lose this money , someone please tell me how to sort this out , many thanks”
“I have a holiday booked for July 2021. I have asked to change the dates. They replied to my message to look for alternative dates, but go to on the beach calendar and its empty!!Nothing available. I have messaged them as i have to go into hospital 2 weeks before departure and advised against flying ( cancer surgery). Excuse after excuse. Bunch of scammers. I have also emailed the CEO without reply. I now have no choice but to cancel my holiday and lose all my money and pay cancellation fees. Most of the other holiday companies are showing common decency and issuing refunds. When things hopefully go back to normal I hope everyone remembers this disgusting company and avoids them.”
“Absolutely shocking customer service, I warn everyone do not use this company. Were a member of ABTA when I booked, have since cancelled their membership, Moved my flight times which are now unacceptable, I also have told them why, Our hotel we booked is closed, and the alternative accommodation is not satisfactory as it means my children would have to share a room on their own. They are refusing refunds for the flight, as it is still going a head, but the flight is part of my package deal, and should be protected, basically they have turned their backs on responsibility that my holiday is compromised, Due to fly 24th October, and no refund has been sorted out, absolute disgrace. Will be cancelling my holiday with them booked for April and will never use this provider again. Hopefully they will go bust and everyone who has been treated like this will get a full refund.”
Posted 9 months ago
Hi Stuart, I'm sorry to hear that you're dissatisfied with the supplier changes made to your booking. I have sent you a message with the details of how to make a formal complaint. Thanks. - Wendy
“Hi
Booked with them to go to lanzorote Oct 2020.
But my flights where cancelled due to COVID-19 and because I claimed my refund Direct with Ryanair
Which I did when I got the email from Ryanair to tell me that the flights were cancelled which to date on the beach never did !!
To now be told by on the beach they cannot chase this refund because they cannot log into the account to do this !
It seems they just do not want to give me my money back
I will never book will then again . Be very careful I have now took this to a. Solicitor to deal with.”
Posted 9 months ago
Hi there, thanks for getting in touch. When Ryanair process the refund it'll credit our company card and we'll transfer it back to you. We have no control over how long this could take. I am sorry for any inconvenience caused. - Wendy
“My daughter and her boyfriend booked a holiday with on the beach in January before the covid outbreak. They were due to go to Benidorm this September.Due to the FCO advice not to travel she cancelled her holiday.On the beach clearly stated on their website they would refund customers under these circumstances except the flight. My daughter believed they would get at least a partial refund. However on the beach are refusing to pay her and her boyfriend any money at all although they were members of ABTA when the holiday was booked. They have lost almost £1000 pounds a holiday which took them ages to save up for as they are only students. On The Beach have actually sent my daughter a message including someone else's name in it they can't even get their messages right. I would strongly advise anyone to never book with them again they don't deserve any custom at all. Unfortunately I had to give them 1 star so I could write this review they don't even deserve that”
Posted 9 months ago
Hi there, thanks for getting in touch. Please ask the lead passenger to send us a message via Manage Your Booking so we can look into this further. Thanks. - Wendy
