Warning - Re: Onthebeach.com

FieldingDR · 16 October 2008 at 1:17PM

Having checked prices on various sites for a family holiday (2Adults/2Children), onthebeach.com came out the cheapest, so yesterday I went back on-line to book it.

At the checkout I confirmed the holiday details and re-checked the price, all was OK so entered my card details etc, and clicked on the confirm button. To my amazement instead of the usual confirmation page I was presented with an option to add Hold Baggage to my holiday at a further cost of £120.00.

I couldn't believe it, are they seriously suggesting that I might NOT want to take any baggage with us!!!

I phoned then straight away to complaint :

1. That the option should be offered before I checked out, so that I could make an informed choice
2. That I found it incredulous that it was even offered as an option in the first place.

I was told that it is now common for people to go on holiday without baggage hence the reason it's now offered as an optional extra.

I've asked that the £120.00 be refunded immediately or that they cancel the holiday and issue a full refund.

Both requests were declined, unless I wish to incur a cancellation charge.

I asked to speak with a supervisor, was fobbed off with the usual 'Non are available, but I will get one to call you back', I'm still waiting.

I've now Emailed them and awaiting a response. I've also contacted my card company but they can't act until the charge as been processed which normally takes 3-5 days, at which time I can try and dispute the charge.

If anybody else as experience of this new optional extra and/or advice I would love to hear your comments.

Regards

Robert :mad:

Engadine · 16 October 2008 at 1:21PM

Adding baggage to flight bookings has been an optional extra for quite some time especially with the low cost airlines.

A lot of people now do just take hand luggage for which there is no charge.

If you are taking luggage with you that you require to check in then I'm afraid that it's now part of life that you will be charged with most airlines.

Sorry but I don't see why you expect to be refunded as everyone else travelling on the flight that checks in luggage will pay so why shouldn't you.

delwynshd · 16 October 2008 at 2:07PM

Hello

I work for a similar company to onthebeach. We do charge for bags also, all the airlines are now charging for baggage, it is standard. You wont get the money back for the bags. You can take the bags off and just carry hand luggage. This is the way the travel industry is working now

Thanks

AndysDad · 16 October 2008 at 2:25PM

I agree alot the airlines now charge for luggage but £30 each does seem abit steep.

stephb34 · 16 October 2008 at 3:05PM

Unfortunately these are the sort of problems that can occur when booking on the internet, hoorah for the good old travel agent who hopefully will inform you of these things at the time of booking. But i suppose someone will no doubt reply about how rubbish their travel agent is.
If i were you i should go back onthebeach and proceed to book a new holiday right up until you have to confirm it, then escape from it so you dont get charged again and see if you can see anywhere at all that it may have suggested you only have hand luggage, i would imagine if its a low cost carrier you're flying with then you would have to add in the price for hold luggage.

FieldingDR · 16 October 2008 at 3:17PM

I agree with the comments being made in part.....However

Yes if you are going for a 2-3 days then you could just stick some clothes in your hand luggage, but I'm talking about a family of 4 going for 14 days, no way could you take everything you need in your hand luggage
However my main complaint is not that they charge extra, but that the cost was not listed as part of the holiday cost....Only once I had confirmed the holiday did they advice me of the cost to take our luggage.

Had it been shown as part of the holiday cost I then would have had the choice to either book the holiday, or not (which under the circumstances I would not).

As it is I have no choice but to pay as there is no way my partner (as I sure is the case with most) will be willing to travel without her clothes, cosmetics, etc etc.

I have also been back on their website and gone through the whole process again (right up to the page I input my card details and book the holiday), on none of the pages does it state that the costs shown include hand luggage only, in fact their is no mention of luggage at all (either hand or hold). This is very deceiving, and I don't think is fair, hence my complaint!!!!

Regards

Robert

turtle2k1 · 16 October 2008 at 7:20PM

on the booking page you must have ticked that you had read and agreed to the booking conditions and the terms of business.If you actually did read these then you would had found this:

When booking with certain charter airlines and low cost (no frills flight) carriers it is not unusual to find that they will make a charge to check in hold baggage. Please refer to the section below for further information on baggage allowances. Please note where flight extras are requested at your time of booking once added they cannot be removed, cancelled or refunded.
Hold baggage is considered by several airlines to be an optional extra therefore when you are booking with an airline that does make a charge for luggage it is not included or displayed in our head line prices and the option to add this extra facility will be offered to you after we have received your order request. Please note all hold luggage charges are dependent on the price charged to us by the airline in question however the final price we will charge you is set by On the Beach Limited and can vary. This will usually be between £4-£15 per bag for each leg of the journey and the luggage allowance will be dictated by the airline in question and can again vary. Please refer to the section below for further information on baggage allowances.

tiamaria · 16 October 2008 at 9:20PM

I agree with the OP, the luggage option should be offered before payment taken. I would have done exactly the same and been just as annoyed.

I book with Ryanair a lot and at least they offer you the extra cost choices before payment.

Think it's pretty deceitful actually and thanks for the warning OP.

delwynshd · 17 October 2008 at 9:41AM

a good website to use is www.ulookubook.com they tell you everything about baggage

Incapuppy · 17 October 2008 at 12:02PM

delwynsholidaydeals wrote: »

a good website to use is www.ulookubook.com they tell you everything about baggage

and would this happen to be the company 'like onthebeaach' that you work for?

mystic_trev · 17 October 2008 at 12:18PM

delwynsholidaydeals wrote: »

all the airlines are now charging for baggage, it is standard.
Thanks

I am an experienced homeworker travel agent, ABTA protected. ABTA number is J4901

What joke!

No it isn't. Some Airlines are charging for baggage but it's not standard.

I certainly wouldn't book with your company if that's the extent of your knowledge!

EDIT: Looks like they tried the same 'ploy' by chaging an extra £180 for Airline meals!

http://www.travelsupermarket.com/community/forums/t/wwwonthebeachcom-6013.aspx

Warning - Re: Onthebeach.com

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