“Avoid! Holiday cancelled by otb in April. I have sent numerous emails, tweets, dm's with no reply apart 'from TUI still have not refunded your flight money'. RUBBISH! 4 months on...where is my money? Thieves!”
“Do not use. I have sent about 6 emails through manage my booking and nothing all they do is send a standard reply if at all but it doesn’t answer query.
Tried to ring and too busy to take calls. It’s amazing I work for NHS and through this pandemic we still worked and saw patients yet on the beach can’t even be bothered. Quick enough to take the money but customer service is disgusting when a problem. Never use them again!”
“Have the same issue like most customers here. Holiday cancelled due to COVID and no refund given, though I spoke to Ryanair and they confirmed that they have refunded OTB for my flights weeks ago. OTB sent me an email to come claim my refund, which I did, and the message said that it will be credited to my card within 3-7 working days, This never happened, and now this refund is simply gone from my account saying there are no refunds associated with my booking. On top of that this amount now appears in the payment section of my booking, as if I need to pay that amount, but not get it refunded, though holiday was cancelled back in March... I complained to ABTA. I hope we all get our money back and this company gets shut for zero transparency, zero communication and scamming people...”
“Awful company we booked holiday 5May unfortunately holiday been cancelled cos Covid-19 untill now still didn't refund money write emails nobody haven't answer”
Hi Lina, thanks for getting in touch. I'm sorry for the delay with your refund. If you've still not yet received this, please contact our team via Manage Your Booking. Thanks. - Wendy
“On The Beach just do not respond to anything, phone never answered, emails just a standard reply that everyone gets . It’s disgusting service, how are they allowed to get away with this !!! We booked this holiday for my daughter’s wedding in Cyprus, which ended up being cancelled , 50 other guests have been refunded through other companies, I can’t even get a response from On The Beach!”
Hi Steve, thanks for getting in touch. I'm sorry for the delay with your refund. If you've still not yet received this, please contact our team via Manage Your Booking. Thanks. - Wendy
“OMG please avoid this company On The Beach. changed our hotel to what can only be described has a dump in Magaluf. No email contact and don’t even start on their telephone helpline - a complete joke.
PLEASE PLEASE PLEASE AVOID AVOID AVOID!!!
I 7nderstand they are in financial difficulties.”
“Since Vivid, our holiday for the 6th of May was cancelled, we have been waiting for our flights to be refunded from Easy Jet, I spoke with Easy Jet complaints teams an they confirmed refund would be due back to On the beach on the 1st July, however Onthebeach have yet to refund us, this company customer service is terrible. Automatic email responses, emails ignored and not even replied too. Stay well clear of this company. I will never book with them again. We have been waiting 3 months for our refund and still waiting.”
“Thought with covid 19 "on the beach" were quick to react by refunding holiday cost. I only received the cost of hotel pretty quickly.. Still waiting for Easyjet flights to be refunded. I have contacted them on numerous occasions but only received the bog standard statement in reply. Very poor customer service.”
“Absolutely o rating for this company.
They Completely ignoring customers.
No reply for any emails or messages.
Useful phone no answer.
Never again book holiday with them.”
Hi Robert, thanks for getting in touch. I'm sorry to hear that you had trouble getting in contact with us. Our phone lines are now open between 9:00am - 5:00pm and you can always message us via Manage Your Booking or social media. Thanks. - Wendy
“If I could have given 0 stars would have no communication about refund understand having to wait for the air refund but had nothing unlike a holiday I had booked with hays won’t be booking with OTB again”
“On the beach cancelled my April holiday due to covid, which I understand. I do not understand why I am still waiting for my flights to be refunded and why OTB have made themselves impossible to contact. I contacted my local MP Yvette Cooper as there are many customers, nationwide waiting for refunds. I have been advised to send all relevant paperwork to her office with links to the numerous review sites that are full of reviews from OTB customers, stating the same issue. I accept they will be experiencing high volumes of calls and emails at this time but we recieved an email saying we would have our refund on Monday 13th July along with £100 voucher to spend on another holiday with them. The voucher came but nothing else. Many of my friends have been refunded from other companies so why are OTB so slow to act? I advise you all to take the same action and fully inform your local MP of this unacceptable treatment by On the beach. The more MP's speaking up for us in Westminster, the more likely it is that action at government level will be taken. According to Google, this company makes over 80 million pounds profit a year and yet are failing to refund customers their hard earned cash. It's absolutely appalling.”
Hi Sharon, thanks for getting in touch. I apologise for the delay with your refund. If you've still not received this, please contact our team via Manage Your Booking. Thanks. - Wendy
“Quite possibly the worst customer service ever offered by a company. Complete disregard for all their customers. Total failure to answer phone calls, messages or emails to help people with refunds or changes to their holiday. Avoid at all costs.”
“Absolutely disgraceful company. Zero customer service and charging customers to cancel even when the hotel is shut and Portugal is not on the UK travel list. Unable to contact them as no phones on and all messages ignored. Avoid. Should be shut down.”
Hi Angela, thanks for getting in touch. All hotel only bookings are subject to normal booking conditions. I do apologise for any inconvenience caused. - Wendy
“Book hoilday in march ,the hoilday was canceled on 14 march because covid 19 asked for refund ,still wating 4 months and still wating and on the beach stop replying to my emails , the hoilday was ATOL protected, what a joke.”
Hi David, thanks for getting in touch. I do apologise for the delay with the refund. If you've still not received this, please contact our team via Manage Your Booking. Thanks. - Wendy
“I’ve used this company several times before without issue but never again. I understand that Covid-19 has been a difficult situation for companies but closing phone lines is outrageous. I found out my flights were cancelled on 01/07 as I checked directly with the airline, however On The Beach still email me to say my holiday is still going ahead and want me to pay the remaining £2000 for the holiday. If I don’t, I risk losing the money I’ve already paid. I’ve sent about ten messages via their only official means of contact, commented on their Facebook and sent a DM on Facebook and have heard absolutely nothing. If I found out two weeks ago that my flights have been cancelled, surely they must know and just be able to cancel the holiday! Other companies have kept their phone lines open, I wouldn’t mind waiting 40 minutes on hold as long as I could actually speak to someone! Lots of people have had the same issue, it will be remembered and I imagine they will lose a lot of custom.”
“Still no refund for my holiday, they are blaming this on the airline yet I know at least 7 people who had flights booked with the same company and they’ve had a refund!!! Been waiting since March!”
