FAQs and Essential Information

View your booking whenever you want in the “My Bookings” section of our website or App. All you need to do is login with your email address and password, and there you have it!

If you haven’t done this yet, don’t worry. Simply click on 'Create Account', enter the email address used at the time of booking and choose a password.

Once logged in you can do the following, without having to contact us directly:

• Find and print your booking confirmation
• Request a change to a booking
• Update your contact details
• Book transfers and extras
• Make payments online

If you still need to contact us about your booking you can send us a message through "My Bookings" by clicking on "Send and Receive". From here, you can choose the category you need. We aim to respond to your message within 48 hours.

Your MYB reference number is sent to the email address you used at the time of booking your holiday. When you booked your holiday with us online, via our App or over the phone, you’ll have received an order request receipt containing your MYB reference number on the top of the first page.

You should keep this number handy for any time you need to contact us so that we can look into your booking or query quickly and efficiently.

You can also view all of your bookings in the “My Bookings” section of our website and App.

Your voucher is watermarked ‘Provisional Voucher' until your balance is paid in full. Once you have paid in full, we will invite you to complete your holiday checklist to confirm that all details of your holiday are correct and you’ll then receive your complete final set of vouchers.

A confirmation email will be sent to your email address as soon as your booking is confirmed, containing all of the booking information you need.

If you have an ‘oops’ moment and need to resend these documents, you can do this in the "My Bookings" section on our website or App at any point.

Please be aware that all passengers travelling to Spain need to complete a passenger locator and health declaration form. You will be required to provide the completed form upon arrival. You can download and print the form here. From 1st August 2020, passengers will additionally need to download the Spain Health Travel app, enter your personal information and present a QR code to be able to enter the country. To download the app, search 'SPTH' in the Apple app store or Google Play store.

It’s best to take your full booking confirmation with you on holiday, so you’ve got all of the important documents and information during your stay. This is attached to the booking confirmation email that’s sent to you once the booking is made.

Due to new airport health and safety measures, printed boarding passes will no longer be accepted. Please ensure that you are able to present boarding passes for your entire party on a smart device.

The Holiday Checklist is a list that needs to be filled in 30 days prior to departure, this is for you to confirm that all your holiday details are correct. We also offer any extras that you might need, like transfers and insurance. Make sure to get it done quick though, as you can’t complete your holiday checklist if you’re within 7 days of travel.

We are currently dealing with a high volume of change requests, therefore our teams are working in order of departure date to prioritise customers who are due to travel the soonest. Here’s a guide of when your request will be responded to:

• Departure date 0-14 days - Expected response time is within the next 7 days
• Departure date 15-30 days - Expected response time is within the next 14 days
• Departure date 31 days+ - Expected response time is within the next 30 days

Although we can’t make changes for you over the phone, it’s simple to make changes to your booking through the “My Bookings” section of our website or App.

Depending on the change you want to make, you’ll either be quoted online, or our amendments team will contact you with a quote, which can be found in the “My Bookings” section of our website or App. For response times please refer to the section titled 'Once I request a change to my booking, how long will it take to be actioned?'

Make sure you check your messages regularly so that we can process the request as quickly and efficiently as possible for you.

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Making changes to your booking directly through your airline

Inflight extras – If you’re travelling with Easyjet, Ryanair, Jet2 or TUI, you can add inflight extras directly via your airline’s website using the information provided in your booking summary. This means that you won’t have to wait for our teams to action your request, and there’s no admin fee.

Correcting a spelling error – If you’re travelling with Ryanair, Jet2 or TUI, you can update this information directly via your airline’s website using the information provided in your booking summary. This means that you won’t have to wait for our teams to action your request, and we won’t need to update this in our systems if your airline already has the correct details.

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You can change the following through "My Bookings":

In-flight extras - The price of these in-flight extras will be displayed to you before you confirm the change.

Changing a passenger or a name - The price to change the name of a passenger on the booking will be shown to you before you process the request. Where this cost is the same, the request will be processed as soon as possible. Please note we are working through requests in departure date order. Please see below for current timings. If the cost differs from those given by the suppliers, you’ll be informed by our amendments team before any changes are processed.

Changing travel dates - You can request to do this online via “My Bookings”, under “request a change”. It’s worth knowing that On the Beach can’t make amendments to flight bookings as these are non-refundable by the airline. You can find out more information about this on the “My Bookings” section of the website or App.

Changing your hotel - There’s usually a cost incurred when changing your hotel, which will be the new hotel price minus your current hotel price, plus the admin fee. You can view and confirm this information by pressing the submit option to process your request. Make sure you’re careful when entering your hotel and pricing information to reduce delays.

Cancelling passengers - After you cancel a passenger from your holiday via “My Bookings”, we’ll try to come back to you as soon as we can. However, there can sometimes be delays depending on the availability and prices of the providers. If we’re waiting for a response, we’ll let you know via “My Messages”. Please note we are working through requests in departure date order. Please see below for current timings.

Adding passengers - After you add a passenger onto your holiday via “My Bookings”, we’ll try to come back to you as soon as we can. However, there can sometimes be delays depending on the availability and prices of the providers. If we are waiting for a response we’ll let you know via “My Messages”. Please note we are working through requests in departure date order. Please see below for current timings.

Adding a hotel to a flight-only booking - If you wish to book accommodation to go with your already booked flights please visit our website and search under hotel only or call our sales team on 0871 474 3000 (13p/minute + phone network charges). You can’t add accommodation to a flight-only booking, but you can make a separate booking which will have its own MYB number.

Adding a flight to a hotel-only booking - If you wish to book a flights to go with your already booked accommodation please visit our website and search under flight only or call our sales team on 0871 474 3000 (13p/minute + phone network charges). You can’t add flights to a hotel-only booking, but you can make a separate booking which will have its own MYB number.

Adding baggage to your booking - You can add hold luggage to your booking via the 'My Booking' section of our website or App. Depending on the airline you’re travelling with you’ll either be given a price or our amendment team will contact you with a quote as soon as possible. Please note we are working through requests in departure date order. Please see below for current timings.

Adding car hire, airport lounges, airport parking or airport hotels - If you wish to book any holiday extras please visit www.onthebeach.co.uk/holiday-extras.

Adding transfers - If you wish to book any transfers please visit www.onthebeachtransfers.co.uk or “My Bookings” and then “Add Extras”.

Adding Ryanair priority boarding - If both your Outbound and Inbound flights are with Ryanair, you can add priority boarding via “My Bookings” and clicking “Add In-flights Extras” from the menu. If only one of your flights is with Ryanair, please log into “My Bookings” and send us a message.

Current request response times are as follows:

• Departure date 0-14 days - Expected response time is within the next 7 days
• Departure date 15-30 days - Expected response time is within the next 14 days
• Departure date 31 days+ - Expected response time is within the next 30 days

**Prices and availability can vary depending on supplier costs. If, for any reason, the price for your request does change we will contact you before making any amendments to your booking.**

If the combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations you’ll benefit from all EU rights applying to packages. Package Rights

All cancellation requests must be submitted online via the “My Bookings” section of our website. Unfortunately, we can’t accept cancellations over the phone.

If the combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations you will benefit from all EU rights applying to packages. Package Rights

For groups of 9 or more people please telephone our sales team on 0871 474 3000 (13p/minute + phone network charges) and we will happy to assist you with your booking.

Our hotel and flight prices are set by suppliers and airlines themselves, therefore we are unable to guarantee any specific discount for travelling as a group. However if you contact our sales team on 0871 474 3000 (13p/minute + phone network charges) we will help you to find the best deal for you and your party.

It’s easy to make payments towards your On the Beach holiday. All you have to do is log on via the "My Bookings" section on our website or App and click on “Make a Payment”. From here, you can enter the amount you wish to pay off. You can do this any time between the time of booking and the date that your full balance is due.

You can check the total cost of your holiday, a total of payments made on your booking and the date your full balance is due by logging in to the “My Bookings” section of our website or App.

Your payment dates will vary depending on how far in advance you have booked your holiday, however, you will have agreed the dates of your payments when confirming your booking.

To see your instalments and total payments made to date, simply log into the “My Bookings” section of our website or app. You can also make additional or overdue payments in your account.

Once a payment has been collected you’ll be alerted via email. Payments will be taken automatically from the payment card given at the time of booking, unless you’ve specified that it should be taken from another card. This will be at around 10pm on the day of the due balance. Payments won’t be collected if you’ve paid in advance of your payment due date.

If you’ve paid in advance the amount due for your next instalment, then our system will recognise this and won’t collect the payment again. If you’ve made a part payment towards your next instalment then the system will only take the outstanding amount due.

You can view your payment schedule including payments made on the “My Bookings” section of our website.

Once your refund has been processed by our finance team, you’ll receive an email to tell you that it’s ready to be collected. You’ll need to claim your refund via “Refunds” on the "My Bookings" section of our website.

We'd advise you to arrive at the airport at least 3 hours before your flight to allow for time for things like passport control, security and bag drop-off. Please also check your relevant airline and airport's specific advice.

We also recommend for you check the Aviation Passenger Charter.

You will require a valid passport to be able to travel, and many destinations will require between 3 and 6 months validity, so it is important to know when yours is in need of renewing. Check passport requirements for your chosen destination and make sure yours is OK to travel.

Since the UK left the European Union, the rules for anyone travelling to Europe from the UK have changed, and it's important that you know what is required of you:

1. Your passport must have been issued within the last 10 years.
2. You will need a passport that is valid for at least 3 months AFTER the date you intend to leave the country you are visiting.

These conditions are independent of each other. For example, you would be allowed to travel to Europe on 1 January 2022 with a passport that was issued on 2 January 2012, with an expiry date of 1 July 2022, and stay there until 31 March 2022.

Please be aware that passport renewals are taking longer than usual due to the increased demand for holidays. Don't get caught out and - if needed - make sure you've started the renewal process well in advance of your holiday.

Some destinations around the world charge a small fee to foreign nationals. Please check to see if your destination is one of the affected.

Balearics Tourist Tax
The Balearic Govt. charge a sustainable tourism tax on all overnight stays which is payable on arrival in the hotel. From 1st January 2018 this increased to:

• 5-star & 4-star superior hotels: €4 per day
• 4-star & 3-star superior hotels: €3 per day
• 1-star, 2-star & 3-star hotels: €2 per day

Exclusions: Children under the age of 16 are exempt from the tax and long-term holidaymakers may be subject to a 50% discount starting from the ninth day of their stay onwards. There is also a 75% discount in low season between 1st November and 30th April each year.

Barbados Tourist Tax
Barbados has introduced a sustainable tourism tax on all overnight stays which will be payable on arrival at the hotel. The rate is between £1.90-£7.60 per room, per night.

A departure tax of 55 Barbadian Dollars applies for passengers aged 2+ leaving Barbados. From October 1st 2018, an additional fee has been added, whereby passengers outside of the Caribbean region pay 70 Barbadian Dollars per person, and those flying within the Caribbean pay 35 Barbadian Dollars per person. Please check with your airline provider if the cost is included with the price of the ticket.

Bulgaria Tourist Tax
Bulgaria charges an overnight tax which varies depending on location and accommodation type. The rate ranges from 0.2 Bulgarian Lev to 3 Bulgarian Lev, per night.

Catalonia Tourist Tax
The Catalonia region charges a sustainable tourism tax on all overnight stays which will be payable on arrival in the hotel:

• 5-star hotels, grand luxe hotels, luxury campsites, equivalent: €3.00 per person, per night
• 4-star hotels, superior 4-star hotels, equivalent: €1.20 per person, per night
• Other establishments, for example hotels with 3-stars or less, youth hostels, campsites: €0.60 per person, per night

The city of Barcelona levies higher tourist taxes, plus an additional city tax:

• 5-star hotels, grand luxe hotels, luxury campsites, equivalent: €3.50 per person, per night + city tax of €1.75 per person, per night
• 4-star hotels, superior 4-star hotels, equivalent: €1.70 per person, per night + city tax of €1.75 per person, per night
• Other establishments, for example hotels with 3-stars or less, youth hostels, campsites: €1.00 per person, per night + city tax of €1.75 per person, per night

Additional information: Children aged 16 or younger are exempt from the tourist tax. The tax is subject to a 10% VAT charge. The tax is charged only for the first seven nights of your stay, in the same accommodation over a continuous period. If staying in more than one establishment during any visit to this region, you will be charged tax for the first seven nights in each accommodation.

Croatia Tourist Tax
The Croatian Govt. charge a sustainable tourism tax on all overnight stays. The price varies by season and is payable to the hotel upon arrival for all guests of over 18 years. At most, the price will be 7 Croatian kuna per day (approximately £0.85 a day).

Exclusions: Children under the age of 12 are exempt from the tax and children aged 12-18 receive 50% discount.

Cuba Tourist Tax
A departure tax of 25 Cuban Pesos (approx. £20) is payable by all visitors upon on departure. Please check with your airline if this cost is included in the cost of your ticket.

Dominican Republic Tourist Tax
A departure tax of $20 USD (approx. £15) is payable by all visitors upon on departure. Please check with your airline if this cost is included in the cost of your ticket.

Dubai Dirham Tourist Tax
In Dubai, hotels charge 'Tourism Dirham Fee' per room per night of occupancy (for a maximum of 30 consecutive nights) ranging from AED 7 to 20 (approximately £1.50 to £4.30) depending on the category/grade of the hotel.

Egypt Tourist Tax
A departure tax of £35 Egyptian Pounds (approx. £1.50) is payable by all visitors upon on departure. Please check with your airline if this cost is included in the cost of your ticket.

Florida Tourist Tax
The Govt. of Florida charges a sustainable tourism tax on all overnight stays in the state. The tax is usually 6% of the room rate per room. There are also taxes on purchases ranging from 6.5-7% on all goods except ‘necessary’ items such as certain foods and medicine.

Greece Tourist Tax
From 1st of January 2018, the Greek Govt. are charging a sustainable tourism tax on all overnight stays which will be payable on arrival in the hotel:

• 5-star hotels: €4 per room, per night
• 4-star hotels: €3 per room, per night
• 3-star hotels: €1.50 per room, per night
• 1-star & 2-star hotels: €0.50 per room, per night
• 1-4 key apartments: €0.50 per room, per night

Jamaica Tourist Tax
A departure tax of $35 USD (approximately £25) is payable by all visitors upon on departure. Please check with your airline if this cost is included in the cost of your ticket.

Malta Tourist Tax
An environmental tax of €0.50c per person over the age of 18, per night, is applicable to all visitors staying in hotels, B&Bs, holiday apartments, hostels, and resorts in the Maltese Islands. This charge is payable upon arrival at your accommodation and is capped at €5 per person, per stay.

Mexico Tourist Tax
A departure tax of around 1200 Mexican Pesos (approximately £60, $80 or €70) is payable locally by all visitors in cash only. In the Riviera Maya region, a sustainable tourist tax of $28.87 Mexican Pesos per guest, per night is applicable from 01/03/2022. This must be paid directly to the hotel upon check-in.

Morocco Tourist Tax
Customers may be required to pay a tourist tax when staying in Morocco. This is usually between £1-£3 per person per night, and is payable in local currency to the hotel.

St Lucia Tourist Tax
From 1 December 2020, visitors to Saint Lucia will be charged a tourism tax based on a nightly rate of $3 (US) per person on hotels priced up to $120 (US) per night, and a nightly rate of $6 (US) per person on hotels priced over $120 (US). Guests aged 12-17 will only need to pay half of this tax.

Tunisia Tourist Tax
From 1st of January 2018, the Tunisian Govt. are charging a sustainable tourism tax on all overnight stays which will be payable on arrival in the hotel for all guests aged 12 or over:

• 4 & 5-star hotels: 3 Tunisian Dinars per guest, per night (approximately £0.80)
• 3-star hotels: 2 Tunisian Dinars per guest, per night (approximately £0.55)
• 2-star hotels: 1 Tunisian Dinar per guest, per night (approximately £0.30)

If you’re travelling to a European Community (EC) country and have a valid UK Passport you won’t require a visa. For all non-UK passport holders, you’ll need to contact the embassy of the country you’re travelling to in advance of travel to discuss your entry requirements.

Cuba British nationals are required to obtain a Cuban Tourist Card prior to travel. Tourist cards can be purchased from the Cuban embassy (based in London) or online in advance.

Egypt British nationals must have an Egyptian visa for £20 payable in GBP, USD, or Euros. These can be purchased at approved bank kiosks within the airport arrival halls, before reaching immigration counters or from the Egyptian Consulate prior to travel.

Turkey Please note that as of March 2nd 2020 British tourists will no longer be required to obtain a visa to visit Turkey. For anyone planning to travel to Turkey prior to this date, will still be required and can be obtained online through the Turkish Government website. For more information please see (https://www.gov.uk/foreign-travel-advice/turkey)

USA British nationals require prior authorisation to enter the United States via an ESTA or the Visa Waiver Programme. Please visit the official VWP/ESTA website to organise your visa ready for travel.

Medication Guidelines for UAE Any personal medicine – including both prescription and over the counter medicines – must meet specific requirements to be taken into the UAE. You need approval from the UAE authorities, which you can apply for using this form . It’s your responsibility to check all requirements before you travel. Visit the UAE Ministry of Health website for more information on the rules, including which medications have restrictions and the documents you may need. To find out more, you can visit the following websites: Ministry of Health travellers’ guidelines User guide

Please be aware that, in most destinations, face masks are mandatory on public transport.

If you need assistance when on holiday, you can call our 24/7 in-resort support line. The number can be found on your booking confirmation email. If you have any issues you cannot resolve directly with the hotel, make sure to tell us as soon as possible as we won’t be able to look into it after your holiday.

Between the hours of 7pm to 8am (UK time) the line is dedicated to emergencies only. During this time, you’ll be asked to leave a message with your MYB reference number so we can call you back as soon as possible. If the issue isn’t an emergency, please call after 8am.

Before your holiday

Got a question after you’ve booked your holiday? You can get in touch with us by using the messaging service on the “My Bookings” section of the website. If you need to add any extras or make any changes to your booking again you can do this via the “My Bookings” section on the website.

During your holiday

We want our customers to have a wonderful, relaxing time on their holiday. However, if you’re experiencing issues and would like to make a complaint, you should tell a representative of the travel supplier, airline or hotel reception staff immediately. If they’re unable to resolve your issue to your satisfaction then you’ll need to contact our in-resort support team, using the details on your booking confirmation. If you don’t follow this procedure, there will be less opportunity to investigate and rectify your complaint at a later date.

Our sales lines are open during the following times:

• Monday - Thursday: 08:30 - 20:45
• Friday: 08:30 - 19:45
• Saturday: 09:00 - 19:45
• Sunday: 10:00 - 18:45
• Bank Holidays: 09:00 - 16:45

Our customer service line is open during the following times:

• Monday - Saturday: 09:30 - 14:30

Please note that - despite our limited phone line opening hours - we are working 8am - 7pm, responding to messages and handling requests to make changes to bookings.

When you contact us on “My Messages” through the “My Bookings” section of our website, we usually advise a reply time of 48 hours and aim to get back to you as quick as we can.

We hope you had a fabulous holiday! If you want to let us know how your holiday went, you can leave a review on either of our Trustpilot, Feefo or Review Centre pages. On the Beach acts as an agent, so if you raise a complaint with us we’ll contact the Travel Supplier, airline or hotel on your behalf to try to resolve your complaint.

During your holiday

We always want our customers to have a wonderful, relaxing time on their holiday. However, if you’re experiencing issues and would like to complain, you should immediately tell a representative of the travel supplier, airline or hotel reception staff, whilst you’re abroad. If they’re unable to resolve your issue to your satisfaction you’ll need to then contact our in-resort support team, using the details on your booking confirmation. If you don’t follow this procedure there will be less opportunity to investigate and rectify your complaint at a later date.

After your holiday

If you’re not satisfied when you return to the UK, please follow this up by contacting our Customer Care team as soon as you can once you’re back - or at the very latest within 28 days. On the Beach act as a travel agent only and will contact the travel supplier, airline or hotel on your behalf to try and resolve your complaint. If you’re making a complaint, make sure to do this in writing, including your MYB order reference number and any attachments you have. Your complaint must be sent to [email protected].

Flight cancellations are occurring more and more frequently due to the aftermath of restrictions caused by coronavirus. Holidaymakers are facing significant disruption to their travel plans due to this. Whether you are due to travel shortly or have had a flight cancelled, we've put together some Flight Cancellation FAQs to provide helpful information regarding what happens next as well as your rights during this unfortunate situation.

Some of the flights and flight-inclusive holidays that we sell on this website are financially protected by the ATOL scheme, but this does not extend to all holidays and travel services booked via On the Beach. Before you book your beach break we’ll make it very clear what sort of protection applies to each holiday or travel service, so you’ve got the information you need to make a decision.

If – after booking – you don’t receive an ATOL certificate then the booking will not be protected. If you do receive an ATOL certificate, but certain parts of the trips are not listed, then these parts of the holiday are not ATOL protected.

If you book a package holiday with us that does not include a flight (for example if you book a hotel with transfers), all monies paid to us in relation to that holiday will be fully protected by insurance in the event of our insolvency. This insurance protection has been arranged by International Passenger Protection Limited. Please see our terms and conditions for more information about financial protection.

We are closely monitoring the ongoing Covid-19 (Coronavirus) situation. We appreciate you may have some concerns about your holiday - please see our Coronavirus FAQs page for further information.

Once you’ve placed an order on the On the Beach website, you’ll receive an ‘Order Request’ email, detailing your order summary. At this stage, your order isn’t yet confirmed.

Then, our system will automatically try and book your order for you with the individual suppliers. If all the elements of your holiday are available at the price stated on our website, your holiday will be booked and you’ll get your ‘Booking Confirmation’ email.

If for some reason our system can’t book your holiday, for example due to fluctuating flight prices or hotel availability changing at the last minute, your order will be set to pending.

At this point, we don’t take any money. We’ll call you back to discuss your options; either to cancel the booking at no cost, pay the additional cost and confirm the order, or look for a suitable alternative with the help of our advisors.

Be reassured, this happens on less than 5% of orders and our team are constantly working to minimise the effect that it has on our customers.

You can read more about this here.

Whether you’re travelling long haul or hopping on a short flight to somewhere in Europe, we recommend that you always purchase suitable travel insurance at the time of booking. An emergency abroad can be extremely expensive and having travel insurance can seriously help to reduce potential costs.

The policy you choose should meet the needs of those travelling with you and the nature of your holiday. Ideally, it should cover emergency medical cover and cancellation costs as a minimum.

If you have an On the Beach travel insurance policy please see our dedicated FAQs page for a complete breakdown of your coverage.

Don't forget that all On the Beach flight-inclusive package holidays are ATOL protected. This means that if we, or one of our travel suppliers has a problem, customers won’t lose money paid for a holiday or flight abroad, or be stranded in a foreign country.

Click here to read more about how On the Beach holidays are protected.

You can find out more about your rights and responsibilities as an air passenger by reading the Aviation Passenger Charter.

No. On the Beach is not a member of ABTA. On the Beach package holidays continue to be financially protected by the ATOL scheme and our ring-fenced trust account. If you book a package holiday with us that does not include a flight (for example if you book a hotel with transfers), all monies paid to us in relation to that holiday will be fully protected by insurance in the event of our insolvency. This insurance protection has been arranged by International Passenger Protection Limited. Please see our terms and conditions for more information about financial protection.

For more information about your protection when booking with On the Beach please see our protection promise page.

All of our flight-inclusive package holiday customers continue to be protected by the ATOL scheme and all of our customers’ hotel and transfer monies in relation to such packages are secured in a regulated, ring-fenced trust account. Our non-flight packages also continue to be financially protected, however this protection is now provided by way of an insurance policy arranged by International Passenger Protection Limited (rather than via a bond held with ABTA).

ABTA is an industry body that offers advice and guidance for members. ABTA isn’t a regulator and membership isn’t mandatory. Its cancellation and refund guidance no longer reflects the current Covid-19 environment that we and other travel businesses are operating in.

All of our flight-inclusive package holiday customers continue to be protected by the ATOL scheme and all of our customers’ hotel and transfer monies in relation to such packages are secured in a regulated, ring-fenced trust account.

For non-flight packages, we have replaced ABTA bonding with an insurance policy arranged by International Passenger Protection Limited (IPP). IPP is a worldwide market leader in providing financial failure products to the travel industry. The policy gives the same level of cover as the ABTA protection.

For more information about your protection when booking with On the Beach please see our protection promise page.

Unlike most of our competitors, when a customer books a flight-inclusive package with On the Beach, their hotel and transfer money goes directly to a regulated, ring-fenced trust account, which we’re unable to access until they return from their holiday. This means that we don’t spend that money running our business, so if something does go wrong and we need to process a refund, we can do so easily and quickly in cash rather than with credit notes or vouchers.

We haven’t changed. We’re still the same customer-focused beach experts that we’ve always been. We’ve followed ABTA’s code of conduct since we joined in 2004, and we have no plans to change any of our policies. Our customers are still protected by the Package Travel Regulations, which ABTA’s general guidance is largely based on, and we will continue to offer great customer service by following this good practice.

We still have the same level of Financial Protection in place through ATOL and IPP, as well as our ring-fenced, regulated trust account - more information can be found on our book with confidence page.

We always want holidaymakers to enjoy their perfect holiday with On the Beach, but if for any reason you're not happy with our or our partners' services, our complaints process is largely unchanged. Customers can now refer their complaint to the European Online Dispute Resolution Service rather than ABTA, and escalations will be handled no differently.

We've detailed this process below:

Submitting a complaint

While we were ABTA members

If you wanted to submit a formal complaint this had to be sent through [email protected].

Now that we are not ABTA members

If you want to submit a formal complaint this has to be sent to [email protected].

Acknowledging a complaint

While we were ABTA members

An acknowledgement would be sent and On the Beach would aim to respond within 28 days (recently extended to 56 by ABTA because of the COVID-19 pandemic.)

Now that we are not ABTA members

An acknowledgement will be sent and On the Beach will aim to respond within 28 days (currently 56 due to the COVID-19 pandemic).

Responding to a complaint

While we were ABTA members

If, after two or more responses, the complaint was not resolved, it is referred to a senior member of the Feedback team to review and offer a final response.

Now that we are not ABTA members

If, after two or more responses, the complaint is not resolved, it is then referred to a senior member of the Feedback team to review and offer a final response.

Escalating a complaint

While we were ABTA members

If the matter is still unresolved, you can then log your complaint on the ABTA portal.

Now that we are not ABTA members

If the matter is still unresolved, you can then refer your complaint to the European Online Dispute Resolution Service.

The mediation process

While we were ABTA members

If through the portal both parties were still unable to reach an agreement, then pre-arbitration would be offered where we have 28 days to engage directly with you to try and mediate a resolution.

Now that we are not ABTA members

If through the portal we are still unable to reach an agreement then arbitration will be offered.

The arbitration process

While we were ABTA members

If pre-arbitration fails, then ABTA would automatically offer you arbitration and provide the arbitration form, facilitated through Hunt ADR. The cost to you to submit a claim is £108, which is refunded if the case succeeds.

Now that we are not ABTA members

Arbitration is facilitated by Hunt ADR which is the same company that ABTA used, the cost to you for using arbitration is set by On the Beach however we have opted to keep it the same as if you were referred from ABTA and the fee will be returned if your claim succeeds.

Making a decision

While we were ABTA members

Hunt ADR facilitate the arbitration and an independent arbitrator will look at all the information with regard to the case and make a decision based on the facts presented to them. Judgement is then made accordingly.

Now that we are not ABTA members

Hunt ADR facilitate the arbitration and an independent arbitrator will look at all the information with regard to the case and make a decision based on the facts presented to them. Judgement is then made accordingly.