A customer experience 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

Most talked about by 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
Feelings:

Furious

Annoyed

Let down

Disgusted

Frustrated

Disappointed

9% Inconvenienced
Feelings:

Disgusted

Furious

Let down

9% Quality of product
Feelings:

Disgusted

Furious

Let down

9% Communication
Feelings:

Furious

Annoyed

Let down

9% Other
Feelings:

Furious

Annoyed

Disgusted

Leisure Customers

Most talked about by Leisure customers

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How this makes Leisure customers feel

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33% Financial Loss
Feelings:

Furious

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Let down

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Anxious

Sad

Offended

Unsatisfied

Miffed

Surprised

24% Customer Service
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Furious

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Disappointed

Disgusted

Annoyed

Anxious

Sad

Offended

Unsatisfied

20% Communication
Feelings:

Furious

Frustrated

Let down

Disgusted

Disappointed

Annoyed

Anxious

Sad

Offended

9% Fraud
Feelings:

Furious

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Disappointed

Annoyed

Anxious

Offended

Sad

4% Rudeness
Feelings:

Furious

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Sad

Offended

Anxious

2% Other
Feelings:

Furious

Disgusted

Frustrated

Let down

Annoyed

Anxious

Disappointed

Sad

2% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Let down

Disgusted

Anxious

Miffed

2% Quality of product
Feelings:

Furious

Frustrated

Let down

Annoyed

Disgusted

Disappointed

1% Delivery
Feelings:

Furious

Frustrated

Annoyed

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Disgusted

1% Discrimination
Feelings:

Furious

Annoyed

Anxious

Frustrated

Miffed

Disappointed

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1% Returns
Feelings:

Furious

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Disappointed

Disgusted

Frustrated

1% Delay
Feelings:

Furious

Disappointed

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Anxious

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Disgusted

0% Embarrassment
Feelings:

Anxious

Disappointed

Let down

0% Injury
Feelings:

Let down

Frustrated

Furious

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