“TERRIBLE SERVICE! They made a mistake on my booking so I called within 24 hours to try and change it. I was then told that I had to put in my flight details before I could change anything, It didn't work and I was told to wait 48 hours for them to do it on my behalf. They then had 3 weeks of telephony issues and I couldn't speak to someone and the chatbot/online help was completely useless. I finally got hold of them and they tell me I should have called within 24 hours of booking and they could have made the change......I told her I did and she checked which she confirmed I was right, yet still told me I have to pay an extra £1000 to make the change or stick with what I have.
My flights have also been cancelled and for some reason, I have two completely separate bookings and reference numbers which I only found out my 12-year-old son is on a completely different booking after I called them as I have had no confirmation or email. Now I'm told I need to wait until someone contacts me closer to the date of the holiday to give me options on whether we have a flight or not. Until then I have to still pay for the holiday, nothing has been resolved and I am in the dark until someone calls me at some point in the next few months.
Clueless, no help and they keep stating it's not my fault. However, they do nothing about it and still want me to pay more to get what I originally paid for.”
“Shocking customer service been a shambles from the start unable to get onto app without constantly changing passwords .cancelled booking after numerous problems more than stated ,had to pay for flights in full £380 to be able to cancel,ridiculous ripped me off ,it's eight months until we were meant to fly why have to pay for flights? Someone please help me with this as its so wrong on all levels ,DO NOT BOOK WITH ON THE BEACH”
“Booked holiday for my daughter. Who wants to conquer the fear of flying, from Bristol. Dalaman Paid. For flights bags seats thro the airline. On the beach. Advisor told me you still owe for flights. Seats. Bags you don’t pay airline. We do Excuise me how dare that person. Can speak that tone. To me. Unacceptable as far I am concerned we are booked”
“Refusing to refund our cancelled flight money. Find out by ourselves that our flights had been cancelled and fully refunded. We have confirmation from the airline itself about it so know that this os the situation. Someone has over a thousand pound of our money in their account earning interest no doubt and yet deny that they know anything about the flights being cancelled. I dont think that anyone from on the beach has even looked into our situation or contacted whoever they used to book the flights as they claim that they know nothing about the flight being cancelled. Have been passed from pillar to post and now we are just being ignored as they probably just want to keep our money. They claim the airline takes 28 days to respond yet they emailed me back within 4 hours with the confirmation about the travel agents having the refund. Somebody needs to sort this out and find out where our money is so we can have it back rather than treating us like we are lying and then ignoring us.”
“Booked a holiday to go to Menorca , gave them my card details for a deposit, the holiday then went up by £1200 the same day, after the summary received on email. Then I was told the holiday is no longer available , even though still advertised on their website.
Will not use On the Beach again.
Untrustworthy, false advertising, misleading, bad customer service.
Booking reference as below.
Be aware!!!!!!!!”
“Ordered multiple bathing suits a month ago and haven’t received an item. I get the same SCAM message. One of the items is out of stock can we ship the remaining items and credit you for the express shipping ? After replying to this same message for the last FOUR WEEKS. Please send the items in stock and credit me for the express shipping. I’ve received nothing ! NEVER ORDER FROM THIS COMPANY !”
“My flights were cancelled last year . I was told that on the beach would sort out new ones they did not I managed to book new flights. So this year I have rebooked thinking it was a one off
I booked my holiday on Monday information says it’s pending but don’t worry it’s usually pending do upto 48 hrs .. 5 days later still pending. Also received msgs explaining if I don’t book my flights I will loose them .. I attempted to speak to a human today I’m out on hold for forty minutes then cut off . If I cancel I’ll loose my deposit not a good start from a customer who has used on the beach for years I’m not very happy.”
“Terrible customer service. Impossible to talk to a human being. Waited almost 40 minutes to get through to their ‘live chat’ and the operator was less than helpful. We will avoid this company in future. Shame as they used to be really good. I asked for a number - the number they gave me was dead. They said they switch off the lines when too busy!”
“Awful customer service. Found out after they took my deposit that we had to pay extra so my 11 year old autistic disabled son could sit next to his parent instead of on his own on flight. Followed their instructions to book the seats with the pre paid card on the beach give you, 4 different cards and not one worked. They said they would book the holiday for me in the end (which a package tour operator should do anyway as that’s the point of using them) and I could just add the seats after, did it work…no! Tried to call them and after being in a waiting queue for over an hour they said they needed to transfer me then just hanged up on me!!! Awful customer service with hidden charges”
“If I could get zero stars I would. Booked my holiday 2/2/24 and realised after confirming I'd booked the wrong date. Picked up the phone to call no 89 in the queue!!! So, called my credit card company and blocked the payment.
Picked the phone up again to OTB and was number 92 in the queue, after an hour of waiting I received a text saying my payment has been declined and a link to pay. I didn't, I just wanted to talked to someone. After 65 minutes of waiting I hung up.
Am still receiving texts / emails saying they are working hard to get my recent holiday and they will confirm and be in touch soon. I DON'T WANT IT!!!!!
Surely as I have not paid a deposit you can't deal with my holiday and if you'd of picked up the phone you may of done.
Totally useless company and after reading the complaints from other customers I'm glad I didn't pay.
I was just wondering if the people who had managed to cancel had managed to hold onto any future money being taken from their accounts?”
“We feel that after making numerous complaints, serious ones, and waiting weeks for a response that you don't actually give a damn. Your response only dealt with two minor issues, completely ignored the major concerns, then hopex we enjoyed our holiday and gave us £100 offour next one. I immediately replied about major concerns not being dealt with and have been ignored ever since. Disgusted as you are not ABTA protected there is nothing else we can do.”
“Worst customer service I have experienced from a company. Was told by a customer service rep there would be a sofa bed in the room, but upon arrival there was no sofa bed. The in-resort number I called basically told me I'm a liar and they cannot help, leading me to having to pay an extra £300 for another bed.
Gave them the benefit of the doubt and booked another holiday where it said kids would get to be full board as an added extra, but they didn't add this on and instead changed the offer to include dates for after my booking. The customer service rep said what do you want me to do and closed the chat.
Absolutely rubbish company, will go back to Loveholidays for my four holidays a year!
MYB12185068B
MYB12775625B”
“Stay away , don’t waste your time. I have booked holiday for may 2024 , same issue I can see many customers have with this operator , my booking went in pending to be confirmed in max 48 hours. After the 48 hours has expired I went on the phone with customer service (80 minutes waiting time to get to them! Unbelievable ! ) and a “gentlemen” had explained to me as following; the option we choose for the hotel is not available anymore but they can ofer us something very similar for only 120-130£ extra each , also the flight price went up ! Not much only 15-20£ each person each way… 😅 just some clowns they try to rip off peoples money”
“Booked with OTB on Monday 29th Jan, received automatic response they will get back within 48 hours
Its now Wednesday I called i'm number 45, I nearly dropped the phone in shock waited until I was no 35 then hung up
It's now Thursday I called i'm number 76, didn't bother wait.
It's now Friday 2.2.2024 writing this review”
“Booked 5 different holidays and had all 5 cancelled..how can this happen..
Then get a message telling me to ring you when it clearly states you will ring me...
Spent absolutely hours trying to get in touch with no luck whatsoever really bad company and customer service..”
“STOP USING "IT'S THE MOST WONDERFUL TIME OF THE YEAR" AS YOUR ADVERT SONG!!! IT'S NOT CHRISTMAS ANYMORE AND WE DON'T NEED REMINDING ABOUT IT 24/7!!!
AND NO, REMIXING IT IN THE SUMMER DOESN'T CHANGE THAT FACT!!”
“First time used - booked a hol for next year for family celebrations and already hit issues - booked a hol that wasnt available, had a call from a rude Customer Service Rep - Andy! who basically said find somewhere else or cancel, spent over 2hrs on a call to a Manchester number to re book at more cost (customer support more professional and helpful than earlier person) - others in group received £50 discount voucher due to inconvenience - we didnt! Mentioned holiday still available to book - told updates are needed & changes when comes through - we had a few families still booking an unavailable holiday. Now read there are issues when trying to book your flight with Ryanair - which you pay for as part of the booking - not even here and dreading what I have done - May become an expensive lesson learnt”
“Awful, awful, awful. Lied about the booking, stole my money when I complained, tried to charge me £150 to cancel, their rep on the phone repeated 'Too late now mate' and then hung up on me. TUI I will never cheat on you again.”
