“On the Leach!!!
Well where do I start? We recently got back from a lovely holiday in Majorca, that was completely spoilt by a lack of competency from On The Beach.
On our itinerary, it clearly shows we have paid for to hold luggage bags each way. When we arrived at Luton Airport, the very nice lady at the Wizz Air check-in desk, advised that we had only been scheduled one luggage hold bag between myself and my wife.
This meant we had to pay another £53 to put our hold luggage into the plane, even though we already paid for this with On The Beach, and it was shown on our itinerary breakdown. The lady on the check-in desk, said this was a very very common problem with On The Beach – she even made the comment that on the beach were just like a criminal organisation, as she sees this every day with hundreds and hundreds of people! When you try to complain to On The Beach, they give you a notification on their message system, which tells you you may wait up to 56 days for somebody to reply! On the leach are nothing short of criminal!!
they should be renamed on the Leach, as clearly they do not respect the customers that are paying their profits, and are just mistreating us all in order to inflate these profits and maximise their income. I would never book with On The Beach ever again.
We are now out of pocket to the tune of £106, which may not sound like a lot of money to a lot of people, but given the amount of financial stress everyone is under, this money is very important to us. I know some others have been put out of pocket to the tune of thousands, And I cannot believe that on the Leach managed to get away with such activity! I will be pursuing this matter all the way to small claims court should it be needed. I am utterly appalled and disgusted at the sheer arrogance and disdain on the leach are showing to their customers. My advice to anyone thinking of using on the leach is to pay the extra and go with a reputable travel firm not run by a mickey mouse outfit that clearly does not care.”
“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 .”
“On the beach holidays have proved to be an awful experience. They didn't pass on our luggage allowance to the flight company and we had to pay for luggage allowance. This cam out of spending money and has curtailed our activities. I had to email them the receipts and they have said we have got a refund, which hasn't arrived yet. So the holiday has reduced day trips.
When we arrived in Kos the transfer company weren't there, I had to organise the transfer myself at midnight- luckily a shuttle was going our way and I showed the staff our paperwork and they agreed for us to go with them.
They have been dismissive and non communicative, awful service”
“We booked a holiday for mid August, and then realized we couldn't do that date, so we asked to change the dates to late September, only to be charged an extra £700, if we cancel, we lose £650. We can get the same holiday for £1100 on another holiday site!!!”
“Horrible experience. Impossible to find someone at costumer support to speak with. The generate you an email address for the airline company . You don't have access to that email so you can't check ANYTHING , you can't get the verification code to do your check in.
Avoid at any cost !!!”
“We booked a family holiday to Spain (family of 5) arrived at our hotel to find that on the beach had booked the accommodation 10 days prior to our booking.
When we arrived the hotel told us that they had contacted ‘On The Beach’ to tell them that we were a ‘no show’ but they failed to acknowledge the issue.
After hours on the phone, (having been up since 2am, we were backed in a corner and offered 2 grotty alternatives (self catering) and one, bed and breakfast option.
After saying that we weren’t happy they said that we needed to take one of the options or we wouldn’t have any accommodation (at this point it was 9pm local time and 8 hours of waiting).
We took the option of bed and breakfast.
This caused a mass of issues as we had booked self catering and planned cooking our meals to coincide with our children’s routines.
We had to pay an extra €450 to go all inclusive, as we no longer had the option of cooking for ourselves, and eating in and around the area would have cost excessively more.
On The Beach said they had done all they could and that we should be grateful they found us and alternative accommodation, however, we had wasted 2 days of our holiday sorting out the mess they created.
We did make the most of our remaining 5 days, but having highlighted during all initial commotion that the transfer was booked from our original hotel and this needed to be changed, On The Beach strike again, having confirmed with the shuttle company (via the hotel) that we were being picked up at 09:25 we waited again and lo and behold, they went to the wrong hotel (nearly an hour away in rush hour traffic) therefore, we had to get the train to the airport having paid nearly €200 for the transfers.
The staff are rude and never once offered a sincere apology or emphasised with our situation, just repeating that they had done all they could, or we had to wait to find out what the hotel had said (even though we spoke to the hotel manager and knew there were no self catering apartments on site).
I would strongly consider using someone / anyone else, if you’re looking for a relaxing stress free holiday that doesn’t cost more in the long run.”
“Worst holiday company ever.
- hotel booked closed and found out myself. On The Beach refused to do anything about it until approximately a week before. Very stressful.
- wrong names on paperwork
- overcharged for direct debits
- cost £75 when I called the phone number
- travel insurance not included for all passengers when paid for
- accidentally ‘cancelled’ my holiday. On the phone wait lines for 3 hours to try and sort.
- Customer service haven’t responded to my complaint.
- all of the above massively affected my mental health leading up to this ‘holiday.’
- they’ve opted out of ‘resolver’ ombudsman complaint services and ABTA protection.
Worst company ever. Don’t book.
(I communicated via live chat, email and telephone but you can only tick one)”
“I was diagnosed unfit to travel on the day of the scheduled departure. I was unable to reach a person to speak to as the estimated wait time on the phone was over 2 hours, 1.5 hours before the time the office was to close.
The cancel holiday button did not work on the website. I work as a programmer and still cannot work out how I got the cancel button to work.
Note that this On the Beach book flights with Ryanair. Ryanair do not appear to like third parties booking flights with them.
So, customer service: I cannot comment as I didn't receive any.
Price: Probably ok for the holiday.”
“Customer service non-existent after initial booking ... In fact, they closed their phone lines down completely. Cancelled booking and then re-booked same holiday with travel Republic afterwards and at a cheaper price.”
“I have never had such a bad experience that I have with on the beach travel operators. After a complete headache of trying to change the date of my holiday I ended up wanting to cancel. You cannot ring to cancel as the phones have an automated message and then cut you off. The only way to do a cancellation is through my bookings. However I couldn’t process the cancellation this way as the card on the system had expired. I sent repeated messages asking how I can link a new card to the cancellation fee and finally got an email with a link and the correct amount that I should pay to cancel my holiday. I made the payment and two days later they took £589 off of the card that I had registered for the first instalment. I have spent hours clearing this and trying to get back my £589 as far as I was concerned my holiday had been cancelled. I repeatedly got the same answer back through the messaging service saying my holiday was still active and I need to cancel it through the system. When I looked at the system to cancel the holiday they wanted to charge me another fee. I therefore went back on the messaging service and repeatedly told them the mistake they had made but still kept getting the same reply my holiday was active and I need to cancel it through the system. An absolute headache this has been and so stressful in the end I’ve had to just cancel it through the system and ask for a refund which is £95 short of what I should’ve got back. I’ve reported this to my credit card company and I am hoping that they can help get the money back. Do not use on the beach to book your holiday they haven’t got a clue what they are doing. They will only spoil your plans for a holiday and take money from you which will be in error and you have a headache trying to get it back from them. They are the worst tour operator I’ve ever dealt with in my life”
“Awful service from this company. They take your money and do not respond to messages. 7 weeks I have waited for contact and I do not even know if our holiday is going ahead!! Shame on you ON THE BEACH! DO NOT USE THIS COMPANY”
“This is the worse company ever, I really dont think people would use them twice. You can’t contact them while abroad if u have issue with hotel. I been contacting them since I got back with the photos of food (via email only way of contacting) that was not cooked correctly and cause my family to get food poisoning at hotel Bahia Princess Tenerife (stay clear of that hotel too) and they did nothing about just hid behind the fact I couldn’t get through to them while on holiday. Saying it doesn’t count because I didn’t tell them ??? . Try to call there and here in uk and the phone hangs up on you. Will differently using some like Tui or other company in future. Next stop is atol Don’t think they should get away with treating people like this !!!!”
“This worse company I’ve ever used, needed to phone their emergency phone number from resort as hotel sent to was closed.
Well their emergency phone service is an answer phone leave a message we’ll get back to you, which they didn’t, once they have your money your left high and dry should something go wrong.
They sell you holidays at hotels they know are closed then send you to cheaper ones.”
“DO NOT BOOK WITH THIS COMPANY!!!!
You’ll lose thousands and get nothing!
Customer service is non existent!
They are selling Ryan Air flights that you can’t access as part of a package deal. There is no way you will be able to get on the flight to your destination.
Quick to take your hard earned cash!
Words cannot be used on here to describe how angry I am!”
“On the beach take your money and run...
They don't answer any phone lines and do not respond to any of my messages...they simply do not help you in any if you have any problems with your holiday
Please don't book with them as they are thieving criminals....”
“I've booked holiday bit this company last week. Their website states that "booking confirmation will be sent within 48 hours (usually much quicker)".
Five days later I've received a call simply telling me that hotel is no longer available.
No Apology
No Offer to reserve a different hotel.
Nothing, person who called really didn't care.
Week later they are still selling SAME ROOMS IN THE SAME HOTEL, but at the higher price.
Waste of time, please avoid.”
