“It’s now over 28 days since I was promised a refund, told it would be processed in 5-7 working days again no correspondence or any sign of the refund I was promised I can provide your email supporting this.”
“Cancelled booking and some how a month later they obtained my new card details and still took over £400 out of my account even though they confirmed it had been cancelled a month before, I really would like to know how they got my new card details as I didn't even have the card delivered yet
Avoid at all costs and customer service is absolutely shocking”
“-Overcharged £100 when booking.
-Terrible phone queues to resolve above issue. Took days and hours of emails and calls.
-I questioned their free lounge as I read so many people got let down. Have at least 15 emails confirming I definitely have the lounge, only to be cancelled once I arrived at the airport! Was too late to get any other food before flight.
-Customer service representatives were awful when trying to discuss the lounge issue and refused to let me speak to a manager, and even threatened hanging up the phone if I asked one more time....I asked to speak to a manager again, and they hung up! Awful.
-Transfer information not available online, the local Spanish phoneline didn't have my information, and the emergency phone line for customers currently abroad.....well this was ironically closed!
Awful service from start to finish.
I fly 7 times per year, have never had such awful service, and will never use them again.”
“fter hours of phone calls on hold at the expense of 13p per min to myself, chat bot conversations and failed communications, being sent around the houses, I am still no further on.
The on the beach website misrepresented and miss sold a hotel room as part of our very expensive family holiday which we are yet to go on. They have given me something that was not described nor pictured and I have all the evidence in screen shots and correspondence to prove this.
I have the original screen shots of the website from when I booked and this Sunday. Funnily enough they have now rectified this error on the website and booking page and deny this error but clearly as Citizens advice said, this is an admission of their mistake????? However, they do not care, they do not respond when they say they will, they do not resolve the situation and basically tell you to its hard luck. This is their error and I am now in touch with both Trading Standards and the ombudsman.
(Which you cannot use ABTA as funnily enough they decided to with draw from them! Funny that!)
PLEASE PLEASE avoid at all costs. I have never had to write a complaint letter in my life and I cannot believe how they are treating people. I have been in touch with two others, one had theirs resolved (exactly the same error as mine). They want to charge me an extra £2K to upgrade to a room I have already been sold!!!
Update and response to On the beach - you have totally ignored the fact that your website showed the pictures of the wrong room as sent to you in screen shots in my complaint as explained before. So what you are saying on a public forum as an excuse is incorrect and another lie. I am now in the process of engaging a solicitor”
“The most hurrendous company to book with. They keep your money, tell lies, threaten you with legal action, make false allegations and refuse to ever speak to you over the phone. The worse holiday experience ever do not book with this company. They threaten to cancel your holiday and keep all of your money. You are paying them thousands for the stress.”
“Honestly shocking company, haven’t even been on the holiday yet and I’ve delt with more stress than ever. Can’t talk to anyone for help, they took £140 out of my account for a name change and didn’t actually end up changing the name till a few weeks ago when I paid way before December 2023. I was paying £181 a month for this holiday and just had an email saying they couldn’t take money out of my account even tho I knew I had £181 in there for it, went onto my booking payments to see they have randomly changed the price to £208 a month with no notice or explanation at all! Will never book with this company again, supposed to be exiting booking a holiday but I’d rather not go now!! Absolutely shameful of this company. Don’t book with this.”
“Seen all these bad reviews i have booked 2 holidays for myself my husband and two kids and have had brillant service everything went really smoothly cam wait for our next holiday”
“Just booked with this clown company and realised why I stopped using them years ago I will never use them ever again, I would rather never have a holiday in my lifetime.”
“Nightmare. AVOID AT ALL COSTS. Booked a holiday- airline cancelled flights and cannot stop direct debit payments because will be charged additionally for that even though I'm entitled to a full refund, would still have to pay these charges- meaning will be paying for a holiday I'm not going on and operations team prioritise the cancellations within the next 14 days meaning could be waiting months until this issue is resolved- no telephone number provided to the operations team to sort an issue which should take 5 mins on the phone. VERY POOR.”
“I haven’t got ne yet and feel quite ill all day trying to talk to someone, because their tel nos that open at 8am are not taking calls! I think they check your booking no and block you! I got thro to while on holiday and she was lovely, but the booking is thro someone else. I booked 3 days ago and last 2 days been trying to get the balcony I requested. The final booking knocked it off ! I will be suing when home. It’s stressful and heartbreaking for them to do this, plus I booked a balcony room for £100 less with booking.com, but Otb blocked a refund after 3 days! So sadly I cancelled the booking.com. I live In Weymouth with a sea view balcony, why would I book a basement room! I have a screenshot of the room I was pressing on, you have a week to fix this, or off to court I go!”
“Absolutely terrible booked a holiday but they can’t confirm for 48 hours ( I booked a last min deal) can’t get to speak to anyone the phone numbers they give don’t work. My hol pending so don’t know if I’m going or not can’t even cancel to book with someone else and still no phone calls to let me know what’s going on . The chat is a waste of time just keep telling me some one will be in touch ? Waited 2 days now . The worst customer service Ive ever experienced I will never use again avoid like the plague
Now been over 48 hours still nothing”
“SCAMMER!!!!!
The worst company to book your holiday.
I cancelled my booking which due in 10 months and paid the cancellation fee of 90 gbp and then after a day I received a confirmed cancellation. Few minutes after charging me my complete flight fee. And then I phoned them and asking what is for the flight fee I dirmdnt received a flights… they said they cant do anything as the flight is already paid. And then after few minutes they were sending me flight which I cannot rebook or change the Destination and charge me 1200 gbp…. WORST COMPANY”
“Booked a holiday with them and paid the initial balance. 1 month later I get a threatening letter advising they are reporting me to the police for fraud and threatening to cancel my holiday if I don't pay them an extra £500+. No customer service. 15 emails and phone calls to them and nothing. Nobody gets back to emails or phone calls. They have accused me of using their credit card details to book something on booking.com. I have never done this. I want them to refer matter to the police so a full investigation can be done and my name can be cleared an dmy reputation can be restored.”
“On the beach booked our flights but when we arrived at the airport ryan air said on the beach had failed to book in our cabin luggage, we tried contacting on the beach , when calling i was given 6 options I pushed relevant option and it just took me back to automated message? Messaged them and response is an agent will get back to me 24/ 48hrs not helpful when you need help as soon as possible, I never recieved any response, We had no option than to pay for the cabin luggage. We couldnt get on to the ryan air app as the email on the beach gave us to use was not accepted by ryan air
We had to pay £90 for 2 cabin bags
We were given a representives name who could not be found/ contacted .. first and last time using this company. Once your holiday is booked and they have been paid there is no support if you have a problem”
“made a booking ask for my card details and i made payment, once they have sent me an email says that is booked, then i booked my hire car and Disney park about £3000 worth, call them back to update my email address and they told me your holiday got cancel because of different price on ticket, bulshet company do not trust them
myb13025603”
“Booked a party off 6 adults 1 baby and had to cancel 1 adult to her pregnancy dates coinciding with holiday , they offered me £394 for cancelling 1 room which I agreed on,24 hours later they came back with new offer off £204 , when booking it says on web site “ no cancellation fees for this hotel “ , utter bull💩,”
“They booked us on a non existent flight with TUI - then tried to blame TUI - then told us we had to take it up with TUI & absolved all responsibility even though it's lost us 20% of our holiday. Days later and they haven't even confirmed the return flight despite being locked into the wrong departure flight - absolute shambles & utterly hopeless dont care attitude - NEVER AGAIN”
