www.otbeach.com - any experiences ?

OnTheBeach_3

As one of the UK's largest online travel agents, On the Beach take complaints regarding our service seriously. In 2008 we arranged holidays for more than 500,000 satisfied customers and it is not in our interests to discourage customers from booking with us. We believe our website is open and honest and all supplier charges that are applicable to your booking are made clear throughout the booking process. In turn where we levy any additional fees to cancel or amend a booking these fees are shown in our terms of business available to all customers throughout the booking process on their booking paperwork and via our website.

In the case of the user Snaowman, we have unfortunately received notification of a change to the booking by the hotel supplier after we have confirmed the original booking. We act as a booking agent at all times and therefore any changes made by a supplier would be passed onto us and we would communicate these to the customer. We have sent a contact us request to Snaowman and will endeavour to assist where we can.

In response to user Grabbit, we would ask any customers of On the Beach to follow our complaints procedure. This can be viewed on our website within our FAQ’s section on our site. We can assure all customers that we will investigate and respond fully to any complaint brought to our attention. On the Beach is a member of ABTA and therefore operate within a strict code of conduct. We welcome customer feedback and will always act where possible to improve the service we offer to our customers.

[Deleted User]

OnTheBeach wrote: »

As one of the UK's largest online travel agents, On the Beach take complaints regarding our service seriously. In 2008 we arranged holidays for more than 500,000 satisfied customers and whist we cannot post responses to everyone’s comments we invite any of our customers to follow our complaints procedure. This can be viewed on our website within our FAQ’s section on our website.

We can assure all of our customers that we investigate and respond fully to any complaints brought to our attention. We are a member of ABTA and therefore operate within a strict code of conduct. We welcome customer feedback and will always act where possible to improve the service we offer to our customers.

Did you refund snaowman by the way, OTB?

Grabbit_2

travellingbum wrote: »

Did you refund snaowman by the way, OTB?

I think you'll find the answer is NO
http://forums.moneysavingexpert.com/showthread.html?p=21455375#post21455375

And they didn't refund my £90 either
So the post above seems rather PR oriented as opposed to showing they care for their customers !

Grabbit_2

Dear otbeach.co[STRIKE]n[/STRIKE]m

OnTheBeach wrote: »

In the case of the user Snaowman, we have unfortunately received notification of a change to the booking by the hotel supplier after we have confirmed the original booking. We act as a booking agent at all times and therefore any changes made by a supplier would be passed onto us and we would communicate these to the customer. We have sent a contact us request to Snaowman and will endeavour to assist where we can.

Did Snaoman give you permission to post details of your contract with him/her on the internet ? I don't think so. Do you know what the data protection act is ? I don't think so.

Do you recognise that if your supplier has failed to supply you with the goods you ordered then your contract is null and void and ?
I don't think so.

Do you think it is good customer service to reply on an internet forum on the 11th of May to a booking that was made by snaoman in December ? I don't think so.

The response from otbeach.com just shows a continued arrogance towards their customers and a lack of ability to operate their business within the law of the land.

OnTheBeach_3

While it is inappropriate for us to attempt to respond to everyone’s posts on an open forum such as this, we do want to assist where possible. We request any customer who requires our assistance, including yourself Grabbit, to e-mail On The Beach at forums@otbeach.com supplying their booking reference number. We can assure all of our customers that we will investigate your comments thorough.

jaynel_2

Booked our holiday to Dom Rep last August, paid £600 deposit to OTB for flights and 14 nights accomodation. Had e-mail in March this year informing us of change of accom. We rejected the offered alternative as review were awful. We were told we could cancel the accomodation free of charge but would have to pay to cancel flights. They would not tell us the reason for the change other than the hotel was not available for some of the dates we had booked (even though it was still being advertised with OTB at a much higher price and many other travel agents for the same dates!).

Looked to book hotel through thomsons but were told we would not all fit into the 1 room we had booked with OTB (2 adults 2 children age 13 & 6) we had booked 3 adults and 1 child with OTB because anyone over 11 is classed as adult. When we looked on OTB's manage your booking section to see how much it would cost to cancel the whole holiday we noticed an error with the dates of our booking, they had booked 13 nights accomodation and a flight leaving after 13 days even though the Thomson flight we had booked did not fly from Dom Rep on this date!?!
Took a bit of advice and was told by Trading Standards that we were covered under Travel Package regs that because we had made 1 payment to OTB and they had changed 1 part of our package that we would be able to get all of our money back.

To cut a long story short and after Trading Standards being involved we have lost all of our deposit and if we want any money back we have to go to court. We could only get £80 back if we had accepted the £520 charge which we would not.

Anyone have any advice as to where we can go from here?

Cheers

OnTheBeach_3

Hi jaynel,

Please can you email your MYB or OTB reference to forums@otbeach.com and I'll take a look at this.

Thanks

delwynshd

Bad press i say!!!

Grabbit_2

jaynel
Take a look at this post
http://forums.moneysavingexpert.com/showpost.html?p=18428023&postcount=51
If that doesn't give you any inspiration send me a message via the "Private Messages" above and I'll give you some details on who specifically to talk to at Trading standards.

jaynel_2

Hi all
Just to keep you updated:-

Forwarded my complaint to [EMAIL="forums@OTBeach.com"]forums@OTBeach.com[/EMAIL] as they requested above and surprise surprise, still no answer from them. Have now forwarded everything on to ABTA. If they are no help will contact Manchester Trading Standards.