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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

On The Beach - anyone else used this awful travel agent?

119 replies

bookworm1982 · 25/03/2022 09:28

We've booked a 4k holiday with them in June and all was fine until we just looked at our booking as saw that they changed our flights to the day before! We're meant to be flying Saturday to Saturday as that's when our hotel is booked, but they've changed our flights to the Friday to Friday without consulting us or explaining why. The worst part is that they will not respond to any of my messages via Facebook (seems to be the only way to contact them), and I've been messaging them constantly for a week!

I'm so stressed and upset, I think we've been had by this company.

Anyone else had problems? And if so how can I contact them??

Anyone know who I could report them to? I have no idea where to start.

Thank you xxx

OP posts:
Original poster
bookworm1982 · 25/03/2022 10:04

@Bunty55

OP. After having seen those dreadful adverts on the TV with the 'Matilda' family, I would not touch them with a barge pole. I'm sorry you chose them for your holiday.
What do you mean? Could you go into a little more detail? Xx
OP posts:
Original poster
bookworm1982 · 25/03/2022 10:06

@Gowithme

Flights on Fridays are probably cheaper as everyone wants to fly on a Saturday so they've probably shunted you off on a cheaper flight. Shocking of them to do that to you.

The website says....
If you need to speak to someone in our contact centre, please check your booking paperwork for our customer service telephone number

If you can't get hold of someone then then I would try the sales team - they might be more likely to answer if they think they might be getting a sale.....
Alternatively, if you would like to book over the phone then please call our Sales team on 0161 509 3700.

Tried all that, but thank you. Problem is if it's a Friday we can't go. So I'm just desperate for them to put it back to Saturday. If only I could talk to Simone! 😬
OP posts:
Original poster
bookworm1982 · 25/03/2022 10:07

Ha ha, someone, not Simone. But I would also be happy to speak to Simone if it's an actual person.

OP posts:
7eleven · 25/03/2022 10:18

www.abta.com/

Perhaps abta might help.

implantreplace · 25/03/2022 10:20

I booked with on the beach

My flights also changed

But the airline itself contacted me. Are you sure you didn’t miss an email from the airline?

implantreplace · 25/03/2022 10:21

What airline are you travelling with?

You would have had to go in the airline website and input all your passport details

BitOutOfPractice · 25/03/2022 10:24

There's a customer messaging option on their web site. Have you tried that?

I've never had an issue with OTB but I must admit I did laugh at you suggesting the airline should consult you before changing the flight! Do you expect them to ring you to check it's OK first?

You've got LOADS of time to sort this - don't panic!

EnglishGirlApproximately · 25/03/2022 10:25

On The Beach left ABTA a couple of years ago which is telling - they weren't happy with ABTAs stance on providing refunds during Covid as they wanted the option to only refund the elements of the holiday they had received a refund for, which is against PTR.

catsandquails · 25/03/2022 10:27

We used on the beach in 2019 with no issues. Our flight time was changed slightly but they let us know in plenty of time. That's the only holiday abroad we've ever booked so I don't have anything else to go on, but everything was fine for us.

7eleven · 25/03/2022 10:30

That is very telling that they’ve left ABTA. Too late now, obviously, for the OP.

BirdOnTheWire · 25/03/2022 10:30

I think people often confuse companies like On the beach with a tour operator such as Jet2. In fact they are just an intermediary who book flights and hotels and take their cut.
If you want the security of a package holiday you need to use a tour operator, if not then you might be better to book directly with airline and hotel.
Sorry this doesn't help but I think you need to speak to the airline.

Otherpeoplesteens · 25/03/2022 10:31

@Bunty55

OP. After having seen those dreadful adverts on the TV with the 'Matilda' family, I would not touch them with a barge pole. I'm sorry you chose them for your holiday.
Is that the one with the grossly overweight kid constantly shovelling food in his mouth?

Totally puts me off too.

implantreplace · 25/03/2022 10:32

@BitOutOfPractice

There's a customer messaging option on their web site. Have you tried that?

I've never had an issue with OTB but I must admit I did laugh at you suggesting the airline should consult you before changing the flight! Do you expect them to ring you to check it's OK first?

You've got LOADS of time to sort this - don't panic!

But they do. On the beach - I am travelling to Turkey in may and been notified direct by easy jet

In any event
The op would have HAD to go on the airline website to input her passport details!

Original poster
bookworm1982 · 25/03/2022 10:39

@BitOutOfPractice

There's a customer messaging option on their web site. Have you tried that?

I've never had an issue with OTB but I must admit I did laugh at you suggesting the airline should consult you before changing the flight! Do you expect them to ring you to check it's OK first?

You've got LOADS of time to sort this - don't panic!

Errrr, yes I course I would expect them to contact me!!! The flights we booked were on the Saturday and OTB changed them to the Friday which we cannot do - it changes everything! And remember our hotel is booked from Saturday to Saturday. You don't think OTB should have contacted us to tell us about the fight changes and to change the hotel check in date too, or are we meant to figure this out ourselves?

And I wouldn't expect the airline to contact me, no, and that's not what I said either - it's the travel agent I would expect to inform me, and they didn't. No idea why this made you laugh.

OP posts:
implantreplace · 25/03/2022 10:41

Sorry if missed

Did you book as a holiday package?

Or separate flights and accommodations?

Original poster
bookworm1982 · 25/03/2022 10:42

The fact that people have posted that they've had some good experiences makes me feel better. I think I'll just sit tight and see if they respond to my messages in the next day or so, and also contact the airline. I have to say I'd never use them again though after this.

Thanks everyone for trying to help. Xx

OP posts:
victopai · 25/03/2022 10:43

The best thing to do to get hold Of them is to phone their international number. I had this tip when I was on holiday once and it's never failed to work. I couldn't get through to BA for weeks, tried their number that you call if you are international and got through right away. I hope it works! I'll try to find it.

Original poster
bookworm1982 · 25/03/2022 10:43

@implantreplace

Sorry if missed

Did you book as a holiday package?

Or separate flights and accommodations?

All as a package with On The Beach - hotel and flights, plus taxis (which are of course booked to pick us on the Saturday Sad)
OP posts:
Original poster
bookworm1982 · 25/03/2022 10:44

@victopai

The best thing to do to get hold Of them is to phone their international number. I had this tip when I was on holiday once and it's never failed to work. I couldn't get through to BA for weeks, tried their number that you call if you are international and got through right away. I hope it works! I'll try to find it.
Thank you xx
OP posts:
BarbaraofSeville · 25/03/2022 10:45

OTB have a good search engine, but it's always best to book flights direct with the airline.

Then you'll find out sooner and have a direct relationship if anything like this happens.

There might be rules about whether they can make changes like this. For example, what if you have an inflexible job that means that you can't travel on the Friday instead of the Saturday? What about school? What if the accommodation is a fixed Saturday changeover?

All of those would make it very difficult and/or expensive to 'just sort it'/

victopai · 25/03/2022 10:45

+44 161 444 8416

shinynewapple22 · 25/03/2022 10:46

@BirdOnTheWire

I think people often confuse companies like On the beach with a tour operator such as Jet2. In fact they are just an intermediary who book flights and hotels and take their cut. If you want the security of a package holiday you need to use a tour operator, if not then you might be better to book directly with airline and hotel. Sorry this doesn't help but I think you need to speak to the airline.

This is what I was thinking . I don't think they are a Travel Agent as such. Isn't it more like Booking.com which does price comparison but also you can book a whole package through? I think of a Travel Agent more of a shop in your local town where you speak to an actual person .

GlitteryGreen · 25/03/2022 10:46

I've never had an issue with OTB but I must admit I did laugh at you suggesting the airline should consult you before changing the flight! Do you expect them to ring you to check it's OK first?

I would expect to definitely be consulted before being moved onto a different flight :-/ Surely OTB need to at least make sure OP is moved onto a flight on the same day?! We would struggle to go if our flight days were changed due to time booked off work.

Pepsipepsi · 25/03/2022 10:46

@bookworm1982 have you tried putting your Saturday dates and airports directly into the airline booking website? Least you'll be able to check if the flight is full or not. Might put your mind at ease waiting for reply from OTB.

Original poster
bookworm1982 · 25/03/2022 10:46

@BarbaraofSeville

OTB have a good search engine, but it's always best to book flights direct with the airline.

Then you'll find out sooner and have a direct relationship if anything like this happens.

There might be rules about whether they can make changes like this. For example, what if you have an inflexible job that means that you can't travel on the Friday instead of the Saturday? What about school? What if the accommodation is a fixed Saturday changeover?

All of those would make it very difficult and/or expensive to 'just sort it'/

Exactly. And the job part is the problem here - my sister can't get that day off work.

Oh well, you live and learn. Everything direct next time!

OP posts:
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