“Absolutely Disgusting Company as previous reviews are also stating. I am currently waiting on a solution from them. Generic emails, non existing telephone customer care, if you have a spare two hours to wait to be answered, I hung up. Infuriating and Disgusting Company. Will now approach ATOL and BBC to Highlight this Company's failings.”
“I urge everyone to be cautious with On The Beach.
I 'booked' a holiday with them last week, or so I thought, only for the experience to give me nothing but frustration and stress. I shall not be using them again.
Communication has been a shambles. The company took my money only to then tell me 5 days later that my booking would not be available, thus causing more expense as availability lessened and prices got higher. There was no advance warning when booking that there would be a wait for confirmation and prices would therefore not be guaranteed. This is a scamming practice. What kind of travel agent in this day and age doesn't have live up-to-date access to availability for bookings?
Communication given from the website or from staff via telephone was either misleading or false. Three times I called the company, each with a long wait between 45 - 75 minutes just on hold (and on one occasion suddenly getting cut off), and information given from staff just didn't add up or give me any confidence that they were in control. Once things started to look fishy there was no way for me to cancel my 'pending booking' online , nor an effective way to get in touch with them, but yet they still had taken my money.
Just looking at recent reviews from customers with similar bad reports is alarming. Allowing customers to book a package holiday, where they select preferred flights, but then later informing them to book their own flights?? With a prepaid credit card number given that often doesn't work, and having to use a weird unique gobbledegook
email address that isn't the customer's own? It's all so dodgy.
Voicing my complaint and concerns on their Facebook page in one single post, in a constructive and mature manner, has had me blocked from the group. What does this tell you?
And the scammers that are targeting worried customers concerns with the fake whatsapp number thats all over their social media posts is still going unchallenged by On The Beach.
I am now left in a position of finding On The Beach untrustworthy, and anxious over if my holiday will have problems that will leave me unsecure or out of pocket at last minute whilst abroad.
Very shocking.”
“Booked with OTB expected the process to be easy but wasn't made aware when booking that we would have to book our own flights the voucher didn't work phoned customer service waited over an hour for phone to be answered the customer service person said she could book the flight for us assured us that we'd get confirmation within 24 hour STILL waiting for confirmation 48 hours later Don't understand why”
“Booked a straight forward flight and hotel with OTB. They cannot book the flights so had to do it myself using the OTB 'virtual credit card'. This was declined by Ryanair. Called OTB and cut off after 38 minutes. Tried again going from 27th in queue to 1st in 35 minutes only to be cut off. Third time lucky, got through and they apparently paid for the flights there and then, all done...NO! Flight now appearing on Ryanair but cannot access so, called Ryanair. Yes, I was validated but the OTB payment had been declined (AGAIN!) so no flights were booked. Decided to book my own flights and all done in a few minutes with confirmation from Ryanair. Back onto OTB, 3 calls (2 cut off around 40 minute mark) and almost 2 hours later (and these calls are around 16p PER MINUTE) spoke to someone to get a refund on the money I had paid to OTB for the flights they were supposed to have paid for. Cut off after 1 minute. Then received email from OTB saying the flights they had booked were fine and paid for and to cancel the flights I had booked. I still cannot access this booking on Ryanair so will be keeping the flights I have booked myself. Hours spent, a pile of unexpected stress when I could have done the whole thing myself, direct, in 10 minutes. Absolute nightmare!”
“I have booked 4 separate holidays with on the beach to different destinations and received an email for all 4 holidays saying sorry things didn't work out this time and cancelled them all the company and customer service is absolutely rubbish and obviously advertising holidays they haven't got.dont waste your time.”
“Their ridiculous system allows you to book unavailable holidays. They then tell you to contact them - waiting times generally over an hour at 13p per minute (nice little scam). They refer to their “Beach Experts” - I suggest Beach Bu**”. Avericious, chaotic and immoral is way too complimentary.”
“Don’t book with this company they totally rip you of and u have no way of contacting anyone with any common sense. Iv had two holidays ruined by them and there is no way of solving it. AVOID THEM.”
“An operator to avoid.
This online travel agency is a big scam.
Firstly, when I booked the package (Flight + Hotel) on September 5, 2023, the agreement was to pay the full amount over 4 months (October, November, December and January) but last December I realised that They planned two payments in the same month of December. I had to call to delay the second payment for December until early January. They agreed but of course they charged me £10 for it. Despite this agreement which cost me £10, on December 27 they made a second direct debit for the month of December. This direct debit was declined by my bank for insufficient balance and which cost me £10 in bank fees.
Secondly, after paying in full for my vacation booked on September 5, 2023, they inform me at the last minute that the hotel will be closed and they force me to cancel my vacation instead of finding another hotel similar to my initial hotel. So I was forced to cancel my vacation booked 4 months ago and I have to wait another 7 days for them to refund me the full amount already paid. That means my January 2024 vacation is ruined. In addition, they made fun of me by asking me to cancel and rebook with another operator knowing that at the last minute it is too late and impossible to find a similar stay at the same price for September 2023.
They didn't even offer me any commercial gesture or compensation for all these costs and time wasted for nothing.
I strongly advise against this operator because they do not respect these commitments to customers and because of their unprofessional and poor customer service.
Better to pay a little more with another more serious and professional operator in order to avoid these last minute inconveniences and find yourself without a hotel or flight at the last minute and you will be forced to cancel your vacation. This was my case.
In order to obtain compensation for my damage, I decided to initiate the procedure with the ombudsman.
Below is a copy of one of these responses to my complaint:
We can offer full refund for your booking including your flights and you can look to rebook through another operator>
Kind Regards
On the Beach”
“What an awful company. They have no integrity. Don't trust your family in their hands. Booked a taxi 3 months before we went on holiday. Cancelled just days later and were charged the full price. Complete thieves.”
“Me and my family booked a holiday to benidorm for next October .My daughters partner unfortunitly died this November Ive tried loads of times to cancel the holiday sent them the death certificate they have been no help whats so ever we are all grieving the loss of jamie and shouldn't have this hassle to cancel the holiday so absolutely disgusting”
“Hate this horrible filthy arrogant company..
To summarise..
Our friends and I paid this stinking company £140 odd pound each deposit.
Unfortunately one of our group passed away..
Now they have been sending threatening letters asking for the payments for the flights..!!!
Not one mention of the person that recently died.
They are never getting a penny from us..!!
DO NOT EVER BOOK WITH THIS AMATEUR OUTFIT.
Cold,Callous, Rude and totally unprofessional…
WE HOPE THEY GO UNDER..
The sooner the better…!!!”
“I have booked an holiday with them, and they have provided me with some information for Ryanair, but Ryanair charged me £230 to make the check in.
on the beach is just taking your money and wouldn't support you or give you the write instruction.
I have also booked for the transfers to be 4 stops maximin, but it was 20 stops on the going and return.
sure i wouldn't' use them again.”
“First time using On the Beach in September 2023, paid for transfers to and from hotel in my package to Tenerife the pick up on return trip didn't happen despite following all guidance inc the hotel and English rep advise. Had to pay for a taxi almost missed flight waiting for the pick up from hotel. Never turned up. Appalling service from Sarah at On the Beach lots of lies and contradicting. Then still awaiting for complaint resolution over the specified 28 in complaint email. Latest email from Tanya (no surname or ref) today 20th Oct. Still no resolution even with clear evidence provided.
Now second trip using On the Beach to Lloret De Mar loads of hidden fees getting on to the plane and now getting ready to return home. Second complaint being logged upon my arrival.
That's twice using the same company On the Beach more fool me after the first disaster using them.
Basically from my personal experience I'd say not to use this company and use someone else which is exactly what I shall do on my next holiday.
Dissapointed and confused as to why they sit at excellent on here?
Appalling service all round on each of my two holidays using this company.”
“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.”
“Once you pay and have left the UK they are nearly impossible to contact, I’m in Turkey and can’t contact them at all.
No replies, !!!
We fly by Pegasus, you can’t use online check in until 24 hours before the flight, you are then charged £60 to do so as you MUST reserve seats. This is despite paying £1700 for all inclusive package.
We certainly won’t be using them again.”
“They are less than helful. Impossible to get to speak to anyone, all chat and email. No contact whatsoever whilst on the holiday, I contacted them and they told me to ring a number which did not work. They do not include any luggage when you book so you need to do that at extra cost. Will not use them again”
