Due to the unprecedented delay is passport applications we were worried my partners passport wasn’t going to arrive in time for our holiday. We emailed On The Beach (as they weren't accepting phone calls!!) 2 weeks prior to our holiday for some advice, of which we received none. They wouldn’t let us change the dates of our holiday, even though we were willing to pay extra, nor would they let us put the balance on a voucher to use when the passport was here. There was such poor communication from them and absolutely no effort to empathise with our situation or offer any form of resolution. In the end, the passport didn’t arrive in time (despite us sending it off 14 weeks ago) and we lost all our money. Every penny. On the beach sign off their emails with a generic “please let us know if we can assist further” which is so ironic as they had made no effort to assist us from the get go, making it a very stressful process. I then complained and asked for a gesture of goodwill, which was also denied. We were very much just a number to them and they wanted to take all our money and ignore us. They don’t care about the customer at all. avoid!