“🚨 🚨 This is a plea to find other customers that have been scammed by on the beach and or sunshine.co.uk 🚨 🚨
My email is vikj1002@icloud.com . Please reach out if you are interested in either appearing on TV to talk about your issues and/or want to pursue this legally as a team to get justice and the compensation we all deserve.
We are a party of 10 who have had our long awaited family holiday cancelled with no good reason (in fact they blame us?) with only weeks to go before we fly. We have been pushed pillar to post, lied to, deceived and have had over £3000 of our hard earned cash stolen from us.
Customer services promise call backs from
Managers that never happen. Agent admitted on phone that they cancelled maybe in error?
No they’ve cancelled our stay at the be live palmierias in Algarve, Portugal because they’ve hiked the price up from 2020 when we originally booked from 1750 to nearly £6 grand!
Why not be honest and offer us an alternative? Why not offer a full refund?
Because they’ve pocketed our cash and refusing to do anything about it , that’s why!
These con artists get rich off of people like us!
Let’s take a stand together and we will be heard!”
“I would personally avoid On the Beach for any future bookings. I personally feel their business model it's very close to a small Scam in a way. I have booked with them on Sunday 21/08/2022 for a holiday in the future that only happening in December 2023. When I have made my booking I have received the email saying pending (as always with them). On Monday 22/08/2022 I have received a call from them saying my holiday went up in price by £600!! In less then 24h they wanted to change the price of the holiday by £600... their justification was that the hotel probably became quite popular for that date. Well, I understand Caribbean is popular in Xmas but an increase in 12h of £600 for a holiday happening over a year away?! They not advertising accurate costs, my views are that they advertising really low prices to attract bookings and then trying to get you to confirm the booking by charging you extra. Very untrustworthy company and really bad experience with them. Stay away from their "low prices" as they don't exist. On The Beach should review their prices and advertise accurate and real prices!! I have now booked cheaper then they wanted to charge me on other company and my booking was confirmed straight away. Don't waste your time.”
“Utter rubbish - don't even think about trying t get hold of them once they have your money! Take no responsibility for errors or issues - blaming airlines or anyone else they can. If everything is fine, it will be great. If you have ANY issues and need to contact them - forget it. Isn't that the whole point of booking through such companies?”
“i have used these again and in general before they have been ok , this time a query about my hotel i have totally been ignored no reply to a serious question regarding a hotel booking no free number to call and not replying to my emails disgusting.”
“We had to cancel our holiday in 2021 due to both my partner and I contracting Covid.
We were due around a £450 refund on our flights.
This was until 'On The Beach' invoked an excess of £200 per passenger !!!!!!!!! Meaning we got around £48 !!!!!
On The Beach are great until they have your money and there is a problem - TOTALLY SHAMEFUL - BOOK ELSEWHERE”
“MYB11422731B
Taken payment from my account and have not allocated to booking. I have been trying to contact since may with strings of emails and never have had a response even with their promised 56 day response time. We are due to fly next month and are unsure whether the instalment will ever be allocated which will leave us unable to go even after giving on the beach thousands. Disappointed anxious and upset with this company avoid at all costs”
“If I could give a zero I would. Absolutely shocking experience 4 days before we flew out. We booked a holiday for our family of 4 in April only to receive an email, not a call 4 days before we were due to fly stating our hotel was over booked. The same hotel that other family members looked at booking 2 weeks prior but didn’t due to price more than doubling. We were offered a supposed like for like hotel that was 20km away that had poor reviews which we declined. 2 days later, now 48 hours before flying offered 2 more that were even worse. Now finally talking to someone our options were hotel refund but lose flights(package holiday so we thought) or except a below part hotel. In the end we excepted first alternative as best of bad bunch.
Lack of communication, lack of customer service, lack of customer respect and most of all a complete lack of care. We have emailed Customer care but advised this can take 56 days for response.
Separate hotel review will be listed also. Probably a 2 out of 5.”
“We have used Onthebeach for many years but this year (2022) has simply been awful…
We had our flights changed with zero sympathy from them (8 hour change) so had problems with our transfer.
We booked and paid online then they rang us to tell us it was £50 each extra to confirm the holiday!
We made a minor spelling mistake on a name which they insisted we paid £111 to correct although we called within 24 hours and had to wait over 70 mins in the line and then got cut off (have a recording).
Other times we tried to call we were told the lines were closed as they were too busy…
We logged queries through the portal but got auto responses with no humanity at all!
It’s been such disappointment this year and will never use them again.
I understand travel is difficult this year but their customer service scores 0/10”
“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.”
