On The Beach is a travel agency that gives you the freedom to build your perfect holiday whilst allowing you to spread out the cost and save money. They are an ATOL protected travel agency ensuring that your money is protected and that you will never be stranded in a foreign country. If you have had an issue with onthebeach.co.uk, here are the ways to complain effectively.
Why would you need to complain to onthebeach.co.uk?
- Cancelled flights
- Mishandled/lost luggage
- If you feel as though you were treated wrongly on holiday or by On The Beach staff
- Problems booking your holiday
On The Beach Contact Numbers
|Complaints||0843 557 5218|
|Head Office||0844 248 2256|
|Customer Services||0844 248 2258|
|Baggage Complaints||0844 4530 244|
On The Beach Opening Hours
On The Beach Head Office Address
|Head Office||On the Beach Limited, Park Square, Bird Hall Lane, Cheadle, SK3 0XN|
How to complain to On The Beach – 0843 557 5218
When you are abroad on an on the beach holiday and need to complain about an issue, they recommend speaking to a representative of the travel supplier, airline or a member of hotel reception staff. If your issue is not resolved you should contact the in-resort support team using the details found on your booking confirmation, whilst on holiday. Between 7 pm and 8 am in UK time the call line is dedicated to emergencies. If the call is not urgent wait until after 8 am otherwise you will be asked to leave a message with your MYB reference number and you should be contacted as soon as possible. If you do not follow the procedure whilst on holiday there will be “less opportunity” to investigate and resolve you complaints after your holiday.
After your holiday you must contact the Customer Care team as quickly as possible or at the latest 28 days after you return home from your holiday. On The Beach will contact the travel supplier, airline or hotel on your behalf to resolve the complaint as they act only as a travel agent. On The Beach recommend you make a complaint in writing, following the ABTA guidelines. You must include your MYB order reference number and any attachment you have, then email it to email@example.com. If you receive no reply to your email or an unsatisfactory reply to your email, call the number listed above.
Head Office – 0844 248 2256
Head Office can put your call through to specific departments or will deal with inquiries/complaints about the business itself, not the holidays. If you have a problem with the website or would prefer to speak to someone with higher power than customer service in the company contact head office.
Airlines – 0843 557 5218
You have the option of 5 Airports: Birmingham, Glasglow, Manchester, London Gatwick, London Heathrow. If you booked your flight with Avro, Cosmos, Flybe, Monarch, FlyThomascook, Small Planet, Norweigian, Teleticket, Thomson or Vueling you will not receive any paper tickets, you will need the booking confirmation email you received from On The Beach which includes the airline booking reference number. any problems with this such as your confirmation email not including the airline booking reference number call the number listed above.
For Ryanair, EasyJet, Jet2, Albastar you will need to check in online, which you can do by logging into the airline’s website and printing off your boarding pass. GoldMedal and Trav2 will send you an e-ticket 7-10 days before departure to the email address you used for your booking. if you had problems logging in or you did not receive your e-tickets you need to call the number listed above.
Other Flight Information
As previously stated On The Beach only act as a travel agent and do not own the airlines that you have travelled with. On The Beach will contact the airline on behalf of you and try to resolve your problem. If your problem has not been resolved call the complaints team phone number listed above.
It is always best to check your flight times and information before you leave, if your flight has been changed or cancelled you should be contacted by email by On The Beach or check the messages section of their website. If you were not informed about changed flights or cancelled flights please contact the complaints department listed above.
If you want to arrange the seats on your flights you can do so by visiting the ‘my bookings’ section of the website and find the flights section and fill out the in-flight extras form, the cost will be shown on the screen. If you have been over-charged or were forced to sit in the wrong seats please ring the number listed above.
Baggage – 0844 4530 244
You should check your baggage allowance before arriving at the airport, each airline has different allowances for hand and hold luggage. You also should check what items you can bring in your hold baggage or your hand baggage depending on what country you are travelling to.
If your luggage has been lost, damaged or stolen, try to contact the airport or airline directly as it is an important issue. If you are having trouble contacting the airport or airline contact On The Beach’s Baggage complaints department by the number listed above. If your issue is still not resolved contact the police if you believe your baggage has been stolen or broken into.
ATOL Protected Holidays
ATOL protection is to ensure your financial protection, this means if you have a problem when at home, on holiday or at the airport you are guaranteed not to lose any money. ATOL protection also means you are not stranded in a foreign country if your flights are cancelled and you have no money to buy new flight tickets. To be sure you are ATOL protected only book on websites that show the ATOL logo and you should receive a copy of your ATOL certificate by email after you have booked.