On the Beach レビュー 910

After several days of frustration trying to resolve a complex issue through automated systems, Sim at On the Beach completely restored my faith in customer service. OTB however is a different story until they sort out the automated service as it’s rubbish.

Our family holiday involved three linked bookings, and after flight changes were made, including a change of departure airport, we somehow ended up allocated onto different flights. It was an incredibly stressful situation and one that clearly required human understanding rather than generic automated responses.

What made Sim stand out was that she took the time to genuinely listen. Rather than treating the issue as a standard enquiry on chat, she picked up the phone, took the time to fully understand what had happened, and worked hard to find a solution. Throughout the process she was patient, empathetic, professional, and determined to help.

Where OTB rely heavily on automated systems, it was refreshing to speak to someone who truly cared about the customer experience and was willing to go the extra mile to resolve a difficult situation.

Sim is a real credit to OTB and an excellent example of what outstanding customer service looks like. The company is fortunate to have people like her representing the brand.

Thank you, Sim, for supporting an incredibly frustrating experience and resolving it for us. If it had not been for you we would have been cancelling and losing out on a full family holiday.

OTB, as a company you need to sort out your support. You pride yourself on being digital first and apparently with us every step of the way, but that’s every step of the way when things go to plan. You’re impossible to reach when things go wrong. My 5 stars are only for Sim.

Very reasonable prices and booking was very simple great holiday

The ease of booking was great. And great value holiday.

Price and booking proces

Do not use this site, no customer service, a person cannot speak to anyone in the company if you have a problem,
Be warned ,
My Daughter needed to change the dates of her holidays and called the nominated number and emailed the company no reply , lost her money,

Paid for private transfers, got a beat up van , broken seatbelts, metal sticking out of the seats and a driver that drove like a complete maniac and hit 2 vehicles but carried on, the return transfer made us very late getting to airport as they dent a standard car for 4 medium cases and 4 adults which would not fit in the boot after the driver kept smashing boot lid down on cases we used my wife's scarf to hold boot down as we would have missed our flight, on the beach were not interested even though we sent pics and videos the worse company to deal with once they have your money they are not interested I urge people not to use them

Absolute safeguarding failure. Separating a 15yo minor from legal guardians.

I spent two weeks trying to get through to a human at On the Beach, only to finally get through to an agent with zero humanity. Following an airline flight change for our June 29th holiday, they moved the parents to Gatwick Airport but left our 15-year-old minor child flying out of Luton—70 miles away without his legal guardians!

When I raised this severe child safeguarding issue, agent Vanessa flatly told me "there is nothing we can do"and then she abruptly slammed the chat window shut.

They are refusing to keep our family unit safe and refusing to process a legally mandated full refund under the Package Travel Regulations 2018. I have now been forced to initiate Section 75 breach of contract claims across THREE separate credit cards to claw back our installments. Absolute cowboys. Avoid at all costs.

Due to go to Dubai on July 5th and booked a holiday package, with the current situation going on i don’t want to take my children there and have been trying to contact Onthebeach as I want an update on when I can get a full refund to book to go somewhere else. My holiday is fully paid off and other holiday prices are sky rocketing. Trying to speak to someone on the phone at Onthebeach is IMPOSSIBLE all you get told is to speak to their chatbot and then being told to just keep an eye out for updates and they will give me plenty of notice. I’m due to go in 25 days how much notice is PLENTY OF NOTICE?? I won’t be using Onthebeach again, there’s no communication and holiday makers are the ones who are loosing out on this.

Good value for money holiday, however my booking was cancelled by on the beach as there was an increase of over 100 euro on the price of our flights and when I asked the question about an earlier alternative, the booking was immediately cancelled. I did receive my refund but had to make contact (only by email) with an operator before it came back to my account. I have rebooked and the second booking went perfect once the flights and hotel were still available.

Great holidays great prices very easy booking app highly recommend just back from an amazing holiday and just booked my next one.

Quick and easy to book

So easy to book. Lots of information and a big choice. The best price, so much cheaper than all the others. Thank you..

Easy booking, cheap holidays.

Used on the beach for a weeks holiday in Lanzarote at the end of may.
No problems at all, easy to book, good payment plans no issues with anything had great week away and have booked again in September

I liked the range of facilities that On the Beach had available via their website.
I didn't like the fact that over the couple of days I was looking at the holiday the price kept going up and when I did finally book my €100 welcome bonus for activating an account was not deducted from the total bill...it appears to be still sitting on my account.

My second year booking with on the beach. That alone says a lot.

The booking process was extremely simple and clear. A great company for prices and deposit. We booked a year in advance and will continue to do this from now on. This is my first experience booking with on the beach and I am more than happy with the service this far.

Awful!
First time we have booked an all inclusive holiday and will never be using this company ever again
Just hassle from the beginning with zero communication
Flight with sun express on way back was delayed by over 5 hours! As a result we landed at 2am with no trains running. Had to get a taxi back at the eye watering cost of £130! We want to receive compensation for this element but trying to contact them is an absolute farce! There is no way of getting hold of anyone! I have no idea how they get away with it
i have been all around the houses - phoning and being linked back to your live chat which IS NOT EVEN WORKING!! Trying to contact anyone is ridiculous
Please can you respond and let me know how I go about this before I escalate this further - not impressed

My booking isn’t until the end of August. Everything looks fine on the app. No cancellations. I went to book our seats for the flights and it would allow me to do it for the outbound flight but not the inbound. So I decided to go straight to the SunExpress website and attempt to book the same flights to see their availability. As it turns out, there are no flights on the date I booked to return home. Which explains why on the beach wouldn’t allow me to book any seats. I have confirmed with SunExpress that my flight must have been cancelled. On the beach have not contacted me nor changed any detail on my booking. The only way to contact them is via an automated chat which isn’t helpful at all. I now have to wait 7 days for a response and from what I’ve read, they do not respond. So now I’m in limbo with what to do. I can’t cancel the booking because I won’t receive a refund even though I know it has been cancelled. This is the first time I have booked through on the beach and this has definitely put me off from booking again.

Easy site to navigate all straight forward