Warning - Re: Onthebeach.com

delwynshd

I must admit this is really bad, they shouldnt do this

I work for a company that only charges the amount the airline requests, I dont know how they get away with this to be honest. Our online booking system includes the bags on most flights, but sometimes it doesnt. There is a message on our system telling the customers to call our reservation team to see what baggage charges apply before booking this is the way they should run

Thanks
Del

grabbit

I have been contacted by several people now who have had "issues" with OTbeach.com.
It seems that the company applies charges to credit cards without informing the customer clearly at the outset when making the booking. Any query raised is ignored or brushed off by rude staff or template letters that do not respond to the complaint raised. Reference is made to charges that are buried in terms and conditions that are NOT clear and are NOT advertised when making a booking.

I am complaining about this company to consumer direct, trading standards and my credit card company, and the office of fair trading. I was overcharged for baggage that was not on the booking screen, and was not detailed clearly in the terms and conditions.

My complaint is that a) the company applied charges that were not part of the booking
b) and under the sale of goods act 1982 the charges were not reasonable.

I encourage those of you who are having similar problems to do the following if you have not done so already:

• Contact consumer direct in your area on 08454 04 05 06, and ask them to get trading standards in Manchester to investigate your complaint. The more people who complain the more chance trading standards will do something. I today spoke to the head of trading standards in Manchester and he has promised to look at how many complaints they have received and if appropriate will launch an investigation about the company under the enterprise act. This can force the company to make undertakings to a court about how it trades. IF YOU HAVE BEEN AFFECTED RING CONSUMER DIRECT AND ASK THEM TO LOG YOUR COMPLAINT. GET THE COMPLAINT NUMBER AND LET ME KNOW.

• Contact your credit card company and lodge a dispute about the transaction - eg there is an unauthorised or a fraudulent transaction on your statement. You will need to hold the credit card company jointly liable with otbeach.com. You will need to provide your credit card company with details of why you do not agree with the charges.

• Contact ABTA on 020 7637 2444 and lodge a complaint about otbeach.com.

• Write to OTbeach.com and ask for a written invoice with a breakdown of the charges and where you accepted these when making your booking. You probably won’t get it but this is good evidence to show your credit card company the manner in which the company operates.

• Next write to otbeach.com and give them 7 days to refund the money you believe is disputed and tell them if they do not respond that you will start court proceedings.

They may at this point make an offer, if they do, consider accepting it versus the hassle of the next step which is court.

• Next consider going to the small claims court which can be done online at http://www.hmcourts-service.gov.uk/ You need to take both otbeach.com and your credit card company to court.

The last tip BASED ON MY EXPERIENCE is if you have not yet made a booking with otbeach.com DON’T and if you have DON’T LET THEM GET AWAY WITH IT.

Don’t forget to subscribe to this thread to get updates from other posts.

dlawrock

Grabbit, I have PM'ed you
Cheers for the help,
Dave

FieldingDR

grabbit wrote: »

Contact consumer direct in your area on 08454 04 05 06, and ask them to get trading standards in Manchester to investigate your complaint. The more people who complain the more chance trading standards will do something. I today spoke to the head of trading standards in Manchester and he has promised to look at how many complaints they have received and if appropriate will launch an investigation about the company under the enterprise act. This can force the company to make undertakings to a court about how it trades. IF YOU HAVE BEEN AFFECTED RING CONSUMER DIRECT AND ASK THEM TO LOG YOUR COMPLAINT. GET THE COMPLAINT NUMBER AND LET ME KNOW.

I have now contacted Consumer Direct and asked that they passed my details to Trading Standards. Note you must ask that they pass your details to your local Trading Standards, not Manchester. I emailed Manchester direct but they replied that they can't act directly with me only through my local Trading Standards Dept (They did however confirm that they considering action against On The Beach).

Regards

Robert

FieldingDR

Hi

Just to let everybody concerned know, my Credit Card Company 'As a Good Will Gesture' as refunded the £120.00 OTBeach charged me to talk my luggage with me on holiday.

Grabbit_2

Hi

Just to let everybody concerned know, my Credit Card Company 'As a Good Will Gesture' and because they "recognise that if it i took them and otbeach.com to court they would lose" has refunded the £90.00 OTBeach charged me to take my luggage with me on holiday.

Shame on otbeach.com . AVOID LIKE THE PLAGUE

Grabbit

karena

Thank you for your warning - just about to start booking process for a holiday for my daughter and friend - will steer away from this one!