“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.”
“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.”
