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AIBU?

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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:
Genevieve99 · 25/03/2022 10:47

I had a really bad experience with on the beach a couple of years ago. I couldn’t get through to any assistance via the contact methods on our paperwork. I would never use them or any of those types of companies again.

Original poster
bookworm1982 · 25/03/2022 10:48

@GlitteryGreen

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.

Exactly - we're not talking about the flight changing by a few hours, we're talking a whole day!
OP posts:
implantreplace · 25/03/2022 10:48

On the beach terms and conditions

** Airlines plan their flight schedules months in advance, which means that sometimes, changes need to be made.

If your flight times have changed, we’ll let you know by emailing you or sending you a message via “My Messages” on the "My Bookings" section of our website.

Original poster
bookworm1982 · 25/03/2022 10:50

@implantreplace

On the beach terms and conditions

** Airlines plan their flight schedules months in advance, which means that sometimes, changes need to be made.

If your flight times have changed, we’ll let you know by emailing you or sending you a message via “My Messages” on the "My Bookings" section of our website.

They did none of that!

Thank you for sharing this.

OP posts:
caringcarer · 25/03/2022 10:50

This reply has been deleted

Message deleted by MNHQ. Here's a link to our Talk guidelines.

implantreplace · 25/03/2022 10:52

Well if they didn’t adhere with their terms and conditions…. If you want a full refund you’ll be entitled to it.

Have you been on the airline itself? To check that the flight has indeed been cancelled rather thanOTB moving you

Original poster
bookworm1982 · 25/03/2022 10:52

@victopai

+44 161 444 8416
Thank you xx
OP posts:
BitOutOfPractice · 25/03/2022 10:54

Errrr OTB didn't change the flights! The airline did!

Febrier · 25/03/2022 10:55

“On the Beach”? That’s what they’ve called their business?

EnglishGirlApproximately · 25/03/2022 10:55

They're an OTA - online travel agent and if the holiday was booked as a package it will be covered under the Package Travel Regulations. OTAs are notorious for claiming they don't sell packages and are just a booking site but in law they do have to abide by PTR.

OP - you need to look in the T&Cs what they consider to be a major change as this will determine what they are legally allowed to do. I can't imagine changing the flight by a day isn't considered a major change tbh. Under PTR Regulations changing a holiday by a day is considered a significant change which gives you the right to a refund should it not be suitable. They are also obliged to tell you about the change and give you a reasonable timescale to accept or cancel.

AdobeWanKenobi · 25/03/2022 10:55

Hope you sort it OP.

It's pointless contacting the airline, your contract lies with OTB not the airline.
Good luck.

Ozanj · 25/03/2022 10:57

On the Beach are brilliant but like most travel agents they will not contact you for flight changes until 3-4 weeks before departure. Thats so all the changes can be consolidated and you can then decide whether you want to fly or not. If you want to be consulted after every flight change you should book flights and hotels seperately so you’re dealing directly with an airline.

oioimatey · 25/03/2022 10:58

My MIL's flights (booked directly with the airline) were changed to a day earlier than scheduled with no explanation. Seems to happen often.

Original poster
bookworm1982 · 25/03/2022 10:58

@BitOutOfPractice

Errrr OTB didn't change the flights! The airline did!
Yep. Am aware of how it works...

Airline change the flights.
Airline then inform OTB who then change the details on the booking.
OTB then inform the customer (as stated in the T&Cs) and they did not.

OP posts:
MostlyNormalSometimesOdd · 25/03/2022 10:59

I don't trust any of the online travel agents after booking to go to Marrakesh in 2019 just before lockdown. DP contacted our hotel to ask for flowers in the room as it was my 50th Birthday while we were there only to find the hotel was closed for refurbishment. Travel agent then told us they'd booked a sister hotel, only for us to find it was full and we were on the reserve list. THEN the travel agent told us not to worry, they'd booked us for the original hotel again, still shut for refurbishment. Ended up being much cheaper for us to book flights through the airline and hotel through it's own website

ittakes2 · 25/03/2022 11:01

Why don’t you contact the airline? I get otn should have contacted you but if you know your airline why not contact them?
We use Trailfinders - emirates changed our flights and emirates emailed us. Trailfinders sorted things for us but if they hadn’t I just would have called emirates.

Original poster
bookworm1982 · 25/03/2022 11:01

@Ozanj

On the Beach are brilliant but like most travel agents they will not contact you for flight changes until 3-4 weeks before departure. Thats so all the changes can be consolidated and you can then decide whether you want to fly or not. If you want to be consulted after every flight change you should book flights and hotels seperately so you’re dealing directly with an airline.
Ok but no matter what they should and shouldn't do, the fact is I can't even contact them to discuss! That's the most frustrating part. Sad
OP posts:
Original poster
bookworm1982 · 25/03/2022 11:01

@EnglishGirlApproximately

They're an OTA - online travel agent and if the holiday was booked as a package it will be covered under the Package Travel Regulations. OTAs are notorious for claiming they don't sell packages and are just a booking site but in law they do have to abide by PTR.

OP - you need to look in the T&Cs what they consider to be a major change as this will determine what they are legally allowed to do. I can't imagine changing the flight by a day isn't considered a major change tbh. Under PTR Regulations changing a holiday by a day is considered a significant change which gives you the right to a refund should it not be suitable. They are also obliged to tell you about the change and give you a reasonable timescale to accept or cancel.

Thank you for this xx
OP posts:
JaneIsInsane · 25/03/2022 11:02

They are notoriously bad especially if any issues arise. But people continue to book with them due to price. Personally I’d rather pay more for a package and be covered or book my own flights and accommodation direct.

cheeseaholic · 25/03/2022 11:02

I'd never use them again - I once booked a package to Lanzarote, arrived at the hotel to be told they were fully booked and we'd have to stay at a different hotel... I'd paid extra for a sea view and the other hotel didn't have one and wasn't as modern as the one I'd booked and was really looking forward to staying at.

The worst part was that they didn't update the transfer so we had to walk with our cases to the original hotel to be picked up for the return flight! I think I had something like £50 refund for lack of sea view after I complained but it has definitely put me off using them again.

implantreplace · 25/03/2022 11:02

Op have you sent them a message via the MY booking functionality

They explicitly suggest this
I did
Received a response less than4 hours later

Original poster
bookworm1982 · 25/03/2022 11:05

@cheeseaholic

I'd never use them again - I once booked a package to Lanzarote, arrived at the hotel to be told they were fully booked and we'd have to stay at a different hotel... I'd paid extra for a sea view and the other hotel didn't have one and wasn't as modern as the one I'd booked and was really looking forward to staying at.

The worst part was that they didn't update the transfer so we had to walk with our cases to the original hotel to be picked up for the return flight! I think I had something like £50 refund for lack of sea view after I complained but it has definitely put me off using them again.

Oh god how awful 😢Sad
OP posts:
BitOutOfPractice · 25/03/2022 11:05

For someone who knows how it works you are making a meal of it OP! Grin How did you find out your flights had changed out of interest?

I'll ask again, have you used OTB's online messaging service?

Honestly, try not to panic. It'll get sorted!

WhenISnappedAndFarted · 25/03/2022 11:07

I've used them a handful of times and never had an issue.

Try contacting them through the My booking functionality.

implantreplace · 25/03/2022 11:07

@BitOutOfPractice

For someone who knows how it works you are making a meal of it OP! Grin How did you find out your flights had changed out of interest?

I'll ask again, have you used OTB's online messaging service?

Honestly, try not to panic. It'll get sorted!

This

(And o asked about the online messaging too.
It’s an online only operator. It actively encourages messaging as form of communication. They responded to me in hours)