A complaint about On The Beach

Status: Approved

#FinancialLoss #CustomerService  Furious Disappointed Frustrated 

Kindly shared by Anonymous

What happened

I booked a holiday to Spain, as a package, when the company was registered with ABTA. They told me verbally and their T&Cs say that any FCO guidance to not travel would mean I would get a refund. They are refusing to refund flights because Ryanair won’t refund them. Their terms don’t say that. One flight has been moved, cutting my holiday short by 11 hours. This counts as a major change by Ryanair and would be a refund but not OtB, who refuse to liaise with Ryanair for me (they are my travel agent so that’s their job). They have cancelled accommodation but won’t give me a timescale for a refund. I have asked three times. I don’t believe I will ever receive it and I am still down £1200 on flights. Me and other adults are nhs workers and kids can’t self isolate for two weeks on return, even if it were responsible

What I wish had happened

On the Beach responded to the FCO guidance not to travel by refunding our holiday, in line with their T&Cs

Where this happened

On the Internet - Www.on the beach.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
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Furious

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27% Customer Service
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9% Inconvenienced
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9% Quality of product
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9% Communication
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Furious

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9% Other
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Furious

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33% Financial Loss
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25% Customer Service
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20% Communication
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Furious

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9% Fraud
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Furious

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3% Rudeness
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3% Other
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2% Quality of product
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1% Delivery
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Furious

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1% Inconvenienced
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Furious

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1% Discrimination
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1% Returns
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0% Embarrassment
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0% Injury
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Furious

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0% Delay
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