When I booked with On the Beach as a package holiday, I expected it to be smooth sailing and it has been anything but! I have never been so stressed or spent so much time on the phone and on Live Chats trying to fix all the issues and errors your company had caused. I could have saved so much time and money booking everything myself. When I first booked the holiday online, there was no mention of the fact we would then need to book our flights directly with Ryan Air. I went to do this, and the pre-paid card you sent would not work. I called On The Beach who put more money on the card (I would have thought you would have known to include any booking fees…) but the card still would not work. I called your team again and your staff member Paul said he would book it for me. Fast forward to 2 weeks before the flight. Our party decided to pay for seats to sit together and thank goodness we did as we realized on the Boarding passes our flight had been booked wrong! We asked for the 6.30am flight and you had booked us on to the 9.30pm flight meaning we would lose a whole day of our holiday! All other paperwork, your website, the ATOL cert & the transfers were booked in line with the 6.30am flight. Had we not of made the decision to book our seats in advance, we would have arrived at the airport 15 hours early! And if this had of been the other way around, we would have missed the flight all together. After countless more hours sat on hold trying to speak to someone, On the Beach admitted it was an error on your behalf. Luckily, there was still seats on the 6.30am flight but to my absolute disgust, I then had to fork out another £256.00 and book them myself! I booked the new flights and was told I would get a refund. I then went to check the paperwork had been updated to show the new flight times and surprise, surprise.. it had not. Another 2 hours on hold, I spoke to someone else who said Paul had CANCELLED my refund! The lady I spoke to set up the refund again. Paul never asked which card the money should be refunded too so when I queried this with the lady, she said it couldn’t be refunded to my card it had to go to the last person from our party that logged in and made a payment towards the holiday, so my friend had to then transfer me the money back. Absolutely ridiculous. I also spoke to Ryan Air who said I needed to Authorise my booking and should have been sent a link which I never received from you. I simply cannot believe how difficult you make this whole experience. Pre-paid cards, Unique email addresses, Videos I had to do of myself pulling different faces to prove who I am. I work on a computer for my job and found this all very difficult so goodness knows how anyone that isn’t tech savvy would cope! I have had no real apology and when I asked for some kind of compensation, maybe the VIP lounge or something (which doesn’t cost much) I was told the online form is the only way to report my experience which isn’t very helpful considering I now depart in a week.. I hope something can be done as this holiday has gotten off to the start from hell & countless hours have been spent trying to do On the Beach’s job for them!