“They are the worst! They went into my account and took an unauthorised payment amount at 10pm at night!!! They close cases / complaints without resolving queries and are in breach of basic consumer rights. I will be contacting trading standards first thing and taking other routes. Do not use their services they are really unprofessional when it comes to payments/money matters/ responding to emails. They will force you to go on a holiday despite the travel restrictions and warnings during the climate and offer no reasonable alternatives.”
“Will never ,ever book with them again. Booked the holiday before the govt implemented the restrictions ie essential travel and guaranteen. I emailed them sever times to change the destination from spain. Just had a generic computer reply. Rang for weeks on and off .line permanently engaged.one day at work I rang f4o.8.20am till 4pm still busy. I then cancelled due to govt advice and low and behold they wont give me my money back. So now they are above the law. I've literally given them my money for nothing.
I've also crossed referenced their hotels and alot are not open especially tenerife and Spain and still they are on the website for someone to book
Terrible service .I want my money back!!!!!!!”
Hi Tina, thanks for getting in touch. I do apologise for the inconvenience caused regarding this. I can see that the booking has now been cancelled. Thanks. - Wendy
“On the Beach Holidays will not refund Ryanair flights only accommodation on a ATOL ABTA protected package holiday when the FCA say it is not safe to travel!!! Ryan air are flying but there is essential travel. Unscrupulous company! Do not use them unfit to trade! I will complain to ABTA, they need to be stuck off as a unfair company to deal with. I am not covered with travel insurance so can't safely go.”
“Please please do not book with this travel firm ,I have been messaging this firm everyday for nearly two weeks and trying to telephone them ,not one reply,we are a party of pensioners who has a holiday booked for the end of September,we booked this holiday over a year ago ,our ages range from 61 to 83 ,we have one lady in our party seriously ill,plus 1 ladies who works and cannot isolate on her return ,2 that are to frightened to go out ,let alone go on holiday ,all we want is to speak to someone ,to change holiday to next year ,and to sort out one lady's booking ,they are appalling',yes the world is in an awful state ,we understand ,but this firm on the 15 of September will take the final balance from us ,all we want is for them to telephone us or message us ,but it seems they got our money ,and the rest will be History ,so please all be aware”
“Have been a nightmare! Refusing to refund our holiday, trying to reword their own terms and conditions to get out of paying. Taking them to court. Avoid at all costs!”
Hi Phil, thanks for getting in touch. Unfortunately as your flights weren't cancelled by the airline, we're unable to refund these. I can see that you've contacted our complaints department regarding this who will advise further. Thanks. - Wendy
“Horrible !
I have gone one 3 holidays with on the beach before.
I booked my honeymoon with them for September about a year ago but due to the virus they have changed my flight and My hotel. Which ruined the whole thing. We tried contacting them for 4 weeks !!!!!! 4 to cancel or move the holiday to the next year but can you get hold of them ! Nooooo , they are a online company.
Eventually we spoke to them and told to respond to a message they send us - we did, 2 weeks ago .
End of the story they want to charge 500 to cancel the holiday. I’ve paid 600 of the 1300 and there is no option to move it to next year.
Avoid this company”
“On The Beach are refusing to refund package holiday flights that are to destinations with advise against travel.
ABTA disagree with this approach. And so did On The Beach 6 months ago. They've changed the wording recently, but looking at archived websites we can see their stance was...
" "If after you have booked a package holiday the government advises against travel to your chosen destination, then you are protected. In these circumstances we will try to find you alternative travel arrangements but if that is not possible, or you do not want to accept the alternative arrangements, then you will be offered a full refund."
So, they are breaking their own terms and I suggest anyone affected (and who booked pre-pandemic) to try to get the money back through their bank.
For those wondering whether to book a holiday with them.... don't! Ever!
Never will use t”
“People beware if you get a confirmation email they'll ask you if you want to confirm or cancel very misleading triple check you're answer. This company is a massive scam no communication at all impossible to call them, never reply to emails. I don't recommend this company to anyone as I said massive scam, how can these people look themselves in the mirror.”
“We booked a holiday to Egypt (Hurghada ) in December with On the beach. The phone call cost me £19 because the lady I was talking to put me on hold. Fuming when I saw that cost on my phone bill.
We are due to fly on the 4th September, Foreign Office saying essential travel only, so still Tui flights are showing they are going. We are supposed to pay the final instalment this week coming, but don't want to if its getting cancelled. No communication from them at all.”
Hi there, thanks for getting in touch. Our customer service number (0371) is a free phone number so if there are any charges, this will have come from your phone provider.
Unfortunately if the flights weren't cancelled by the airline, we're unable to claim for a refund. I do apologise for any inconvenience caused. - Wendy
“Absolute crooks - stay well away. Can’t get any response whatsoever as to the status of our holiday. They are happy to take new bookings and well earned money but DONT respond to any enquiries due to pandemic !!! You’ve been warned !!”
“Very poor communication, just like the sister company sunshine holidays, they are taking people's money before You've hard a chance to cancel. Been had by sunshine and on the beach now in the space of 6 months. So looking for all avenues of letting the people know what this company if doing.”
“We have a holiday booked for 19th August to Tenerife and have been trying to rearrange or cancel our holiday from beginning of July. We have stopped all payments to them as we do not want to go and do not feel it is safe to take our family. OTB have now said we must pay ALL the money and that our holiday is going ahead. All travel to Spain must be essential, going on holiday is NOT essential. They have only responded to our Messages when demanding payment. They are absolute crooks! We do not know what to do. We complained to ABTA and they were also very unhelpful.
Would be interested to hear anyone in the same situation and what you have done?”
“I will never book
With these con artists again ... I have just complained to abta and awaiting a response .Due to fly to Spain on 29 th of this month , not replying to my messages , I can’t get through on the phone ... I’ve actually now had to cancel my bank card so they can’t even take the rest of the money and now I’ll probably get a Black mark next to my name for that too . Nearly half the holiday cost to cancel it and not even messaged me back to see if I can change it to next year but I expect after reading these that will be double the cost too. Absolutely fuming and I will not be paying one more penny, I know three other people who have just took the hit and lost hundreds as they had no reply , never again !”
“Have used in past and never had an issue , but the way they are dealing with us as customers during Covid is appalling and I shall not ever use again or recommend !”
