“Absolute disaster of a company. Misdirected by staff at Stanstead and as I'm not so young it took me over 10 minutes to walk back to the correct terminal only to find I'd just missed the shuttle and as such miss my flight to paphos by minutes as they had just closed the gates. and as such Ryanair were more than happy to charge us £100 each to get on the next flight out which wouldn't be going for a day and a half later. I was going for four days so I was paying two hundred pounds extra for to lose a day and a half. We had to pay £119 to book a hotel to stay overnight. To Rub salt in the wounds On the Beach contacted us Not to see how we were but to tell us that we couldn't us the shuttle service when we get to paphos the next day. Inconsiderate and uncaring is the only words I can use to describe them. On the Beach and Ryanair are in bed together and couldn't care less about anyone else. Having saved hard for our holiday and being and ordinary low paid working man I worked hard to save for this and all I do is end up over £400 out of pocket. On the Beach are nothing but a shamless organisation who couldn't care less and that's blatantly obvious. Never ever again for me.”
“If I could give a 0 I would I wanted to book a holiday for my wife and I and my son his wife and 2children I booked for the 2of us I went to book for my son I didn’t know they had changed the date for my son and family to go 2days later cost £204 to change flights on conair and now on the beach want another £189 to change the dates of the hotel when it was there website which changed the dates another way of ripping you off be very careful I’ve learnt the hard way never again”
“I will never book with these again, the booking seemed so easy and then realised you get no extras included in the cost. They also allow you to pay for luggage that the third party airlines won't accept as it not booked through. Just returned after having to pay another £75 on top of the £100 bag (and ridiculous admin fee of £45) because the airline didn't accept the booking through on the beach. Currently reporting them to the ombudsmen for selling an item they legally couldn't.”
“On the way back to airport after our holiday the bus turned up 20 mins early and then left!
Our holiday rep from on the beach told us to be ready at 9:30. The driver was nowhere to be seen. Out of pocket we had to arrange a separate transfer.
Appalling experience.”
“Our grown up children have had there flight cancelled .In Turkey .on the beach have not contacted us at all and we have had to make our own arrangements for accommodation for them to sleep last night .you phone on the beach and there offices open at nine . should it not be a 24 hour operation.we have had to pay out of our own pocket for a room. and there holiday rep has not had the decency to call back to help.pergaps he is waiting until 9 am .plus there answer machine still says they are short staffed with COVID .”
“dont use them, its a scam
booked a break away to Tenerife, confirmed all details & paid in full only to find out 48 hours later that the flights had gone up and that it would be another 150Gbp per person, cancelled that.
booked again the following day only to be told 24 hours the hotel was fully booked, but we could have a room there for an extra £200 per person (if the hotel is booked how can it be available for an extra fee)
we will not use them again (hoping to get the money back) would never recommend them
the price they show you on their website isnt true, it changes after you have booked
Thieves”
“I booked an all-inclusive holiday with On the Beach for my family of 5 to Corfu in January 2023. We later discovered that the resort we had originally booked was unavailable, very annoying, and the team at On the Beach sourced, what we had hoped for, a like-for-like 5-star holiday on the island.
When we arrived at the hotel at 1.30am on 15.08.23, the resort didn't even have our booking. We were told that there was no room booked under our name and that they only had one family room free at the resort, which was not prepared or ready for us. As you can imagine this was extremely stressful and depressing after travelling from the UK.
The staff told us to sleep for the night and get some rest and that they would try and deal with our booking the next day. They kept our passports as they couldn't check us in until they could confirm our booking. My wife was upset as we didn't know if we'd be asked to leave the following morning - not the start you expect for your 5-star holiday.
The following day was completely ruined as we were asked to go back to the reception every hour until they could confirm our booking had been confirmed. It is impossible to relax when you have no idea if you will be allowed to stay.
At around 4pm we were told we could stay but would have to be in the room they'd thrown together quickly for us.
The fact we turned up to a hotel in the middle of the night only to be told "we don't have a booking for you" to then have the first day completely ruined as we could officially "check-in" to then realise we were stuck in this room they'd thrown together for us is just an absolute disgrace after paying so much for the holiday.
We would never book a 5-star expensive holiday to be thrown in one little room together. This is not what we were expecting and totally unacceptable.
We are very disappointed and felt like we had been misled with our all-inclusive 5-star holiday. This is not the family holiday we originally booked and paid a lot for.
Please do not make the same mistake as we did, stay away from On the Beach. We will next time!”
“I have ride to contact this company many times in realtion to a miss sold holiday and also made a complaint via email that they say will contact me back within 28 days this time scale has now over 28 days and no response this company is so anti customer service they have made it very expensive to call them I have have many issues with the holiday they sold me and simply can't get anyone from the company to listen I will not use this company again and will do everything I canto stop other people using them”
“I don't recommend it.
They canceled my reservation after almost 48 hours as my booking is no longer available MYB12541733B.
The worst was the wait to find out that they can't confirm the booking and missing out on other holiday deals.
Their website is misleading and flawed because it says prices have been updated.
I used instead lastminute.com, where you get the confirmation straight away.”
“Had to cancel a holiday in March due to illness. My insurance company are ready to pay out but I have to wait for on the beach to send out a cancellation invoice which is actually called a no-show letter but it takes some 56 days to send out, it’s funny how they can take your money, the very same day. Disgraceful service will not be booking through them again it’s just not worth all the hassle”
“Have booked to go on holiday on the 13th of this month. Found out when I looked it up, that we have been booked into a lounge and issued vouchers when this lounge will be closed at the time of us flying.
I contacted them on chat and they said they can't change the lounge to the one that IS opened as they have already issued the vouchers, despite it being their mistake!
Absolutely useless and a fine start to the holiday that will be!
Thank you very much for that ON THE BEACH!!”
“Booked a holiday with On The Beach on 1st May 2023, it has been nothing but a nightmare since then. I have tried contacting them via their complaints telephone line, only to have to wait in a queue for 2 hours. This has been experienced by many holiday makers. I thought to write a letter as a complaint, only to be told they do not accept letters anymore, only emails. I have sent emails to their so-called customer care site, only to be told it could take up to 56 days to receive an answer. My dispute with them has now been escalated to their Complaints Department, they know there is an issue with the flights that have been booked, which neither OTB or Ryanair can solve, but they continue to ask for further payments for a unaccessible holiday. Days and days of stress caused by OTB. This will probably carry on for months, this type of behaviour by a Company should be unacceptable.”
“Scammers - Avoid
Scammers! What a joke - this company shouldn’t be allowed to false advertise and mislead customers the way they do.
I booked a holiday with them online and receive a call the next day saying the booking has been cancelled as the hotel was full. What? Full? Why is the hotel still being advertised on your website as available? No answer. The next day the hotel is still been marketed on their website as available.
The following day, I found another hotel and booked it again with them to only receive a text later that day asking me to call them. When I finally got through after half a hour the first time, they wanted more money. They first said the rooms we booked are no longer available as the hotel has sold out but we can pay another £500 to book other rooms which are available in the hotel. I said I need time to think about it.
I go back onto their website to discover the rooms are still being marketed and the price had gone down from my original booking price. I called them back (1 hour to get through) to ask what is going on. They then said my original rooms are now available again but want me to pay another £300 on top of the original price. I said but they have gone down, the only answer I got was ‘this is all I can see on my screen’. So the price was again over £400 more than the advertising price live on their website at the time of the call.
What a scam! I found and booked the hotel via another company for a cheaper price who confirmed my booking immediately and not left it pending for 48 hours like this company does. It took all the excitement away from booking a holiday. Our holiday went from £4700 to £5695 with On the Beach. Con artist and this should not be allowed for them to false advertise lower prices to then scam more money out of people. Watch out for when they are adding a further £500+ service fee to the bill which you only get notified in an email after you have given payment details and confirmed payment.
Once was bad luck but twice showed what a rubbish company this is.”
“AVOID! This Company do not care about their customers. They have set up a dodgy way of using Ryanair flights that entails On The Beach creating false email addresses in the customer's name. The customer cannot access this email address, only OTB. The customer then has to go on the Ryanair website to verify their flight using the dodgy email address, taking photos of yourself & your passports. You have exactly 10 minutes to do this before you are logged out and have to start again. This system did not work for me, both OTB or Ryanair cannot access the dodgy email and now I cannot verify my flight. Ryanair says they cannot guarantee the flight if it isn't verified. I have complained and written to OTB but they have not responded to my letters, they have just asked me for more money. Court will be my only option with this Company. It is incredulous that this Company can operate in such a manner.”
“Utter cowboys easy jet messed us around with zero help with wheelchair passenger meaning we missed a flight ( 2 adults 4 children) one with adhd )managed to get a jet two flight same day to save the holiday spoke to on the beach who assured us they took note of the jet two flight landing time and would make sure thst our taxi etc was all rebooked and all would be fine , landed no taxi no help taxi agent confirmed no one informed them so tough luck !! Utter lies there word means nothing avoid at all costs as for easy jet and there lack of help with someone In a wheel chair thats another story ! Utter cowboy operation .After complaint filed on the beach clinical reply basically saying sorry but not sorry and no offer of compensation for anything .avoid avoid avoid”
“We booked our first family holiday with otb last year.
Our flights were cancelled 3 weeks ago and then the hell started.
Unable to get through to otb by phone, left on hold to their 13p per minute phone line for hours.
Made contact online multiple times get a response hours later then the robot says the chat is resolved.
Operations team called after 3 weeks on monday 15th and said they would be back in touch, had to chase them again today. After speaking to operations team 5 times this morning all on my personal phone bill I was told I couldn't speak to a manager Pablo was shocking and he absolutely needs training on customer service.
I will NEVER EVER use otb again I am now left trying to find another family holiday but all the prices have gone up.
I am devasted and not sure we will even find what we are looking for in the date range we need.”
“Be CAREFUL
The hotel reps(!) of onthe beach are forcing Customers to buy excursions. They do not War onthebeach uniform but they buy customers personal data for 3 pounds from onthebeach supplier in Turkey. Stay away from those Thieves and buy your excursions from outside your hotel”
“Please do not use this company.
If you are lucky enough that everything on your holiday runs smoothly you are one of the few. If for any reason you have an issue you have absolutely no way of getting a response from them.
When my holiday was cancelled due to Covid they issued British Airways vouchers to me using a third party company. When British Airways then refunded the vouchers to me they had to send the money straight to the third party company as I wasn't named on them? This company have then transferred the money to OTB. I spent a whole month getting to this stage, now since January OTB are refusing to transfer the money to me. So my holiday was canceled and technically they have kept the money. My only option now is to issue a chargeback with my credit card company. This is for over £1,000 not an amount I can forget about.
I've currently been chasing a refund since January, have called up to 8 times and emailed the same amount, left 1 star reviews and nothing. The customer care centre is a joke, I've spent countless hours waiting to get through, the last time was two hours and when I got through to someone called Lee he cut me off...I hadn't even begun to shout, wasn't given the chance. The time before that 2 hours and the system just cut me off.
Any comments you read on reviews from them I have to think are a complete lie. They have never contacted me even though they state on every one that they will.
There are much better companies out there that do not steal, please save yourself the hassle.”
“Call queues are outrageous, usually on hold for a minimum of an hour, make sure you call on the free number not 0800 number as I was charged £200+
Only reason I was calling was because they cancelled my flight and confirmed I was due a refund but never actually did refund me.
When I did get hold of someone he gave false promises of trying to get a refund for me for my call charges, but never contacted me again
When speaking with the financial team they suggested they then sorted my refund out for me but it still won’t let me claim it online.
Currently on hold to them again now awaiting in the queue and the estimated old time is 107 mins and 10 secs.
Wish me luck lol
P.S don’t make your life hard by booking with this company as their are plenty of more efficient companies out there.”
