A customer experience about On The Beach

Status: Approved

#FinancialLoss #CustomerService #Communication  Furious Annoyed Let down 

Kindly shared by Anonymous

What happened

We booked in July 2019 to travel to Cala Millor in July 2020, upon paying the final balance and within 5 hours we were notified our hotel wasn't available and offered us another resort. We didn't want this so our holiday was cancelled. After a fight we got refund for accom etc but not flights. We have been told because our flights still went we won't get a refund, however we booked it as a package the flights alone would be no good as we had no accom and by the time we got a partial refund our holiday time was over with OTB having the money. During this time also it was advised non essential travel. We have tried in vain to get this flight money back but to no avail. We have written to the CEO and getting nowhere, it seems unfair we are out of pocket when we booked as a package. Our T&C states OTB take responsibility for dual registration holidays.

What I wish had happened

To recognise a full refund as OTB were unable to offer us the holiday and resort booked.

Where this happened

On the Internet - Www.onthebeach.co.uk

On The Beach Customers

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How this makes On The Beach customers feel

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36% Financial Loss
Feelings:

Furious

Disgusted

Let down

Annoyed

Frustrated

Disappointed

27% Customer Service
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Furious

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9% Inconvenienced
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Disgusted

Furious

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9% Quality of product
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Disgusted

Furious

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9% Communication
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Furious

Annoyed

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9% Other
Feelings:

Furious

Annoyed

Disgusted

Leisure Customers

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How this makes Leisure customers feel

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33% Financial Loss
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Furious

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24% Customer Service
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Furious

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20% Communication
Feelings:

Furious

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Offended

9% Fraud
Feelings:

Furious

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4% Rudeness
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Furious

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Sad

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2% Other
Feelings:

Furious

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2% Inconvenienced
Feelings:

Furious

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Disgusted

Anxious

Miffed

2% Quality of product
Feelings:

Furious

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Annoyed

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1% Delivery
Feelings:

Furious

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Disgusted

1% Discrimination
Feelings:

Furious

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1% Returns
Feelings:

Furious

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1% Delay
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Furious

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Anxious

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0% Embarrassment
Feelings:

Anxious

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0% Injury
Feelings:

Let down

Frustrated

Furious

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