Onthebeach.com Not Giving Refund for holiday that has cancelled flights

sarahcameron21

I have a girls holiday booked for the 20th August for 11 people.  Ryanair flights which have been changed by 9 hours so they are offering a full refund.  Contacted OTB who it was booked through and they’ve said although Ryanair will refund the flights they will not refund for hotel/transfer booking although we have no flight. In their terms and conditions it says full refund outwith 6 weeks of travel for everything apart from the flights which had to be paid in full as they are paid for upfront... now the flights are being refunded they have went back on that and are now saying flight can be refunded but nothing else? Has anyone else had dealings with onthebeach or know my rights when it comes to trying to get a refund? 

Thanks Sarah 

Mrsn

They might be correct, if the hotel is open then they have fulfilled that part of the contract. The downside to OTB is the cobble together part which can at times be a downfall. When you booked did the paperwork say anything about it being a package holiday....

Might be worth posting this on the travel board though as they will
know a bit more than myself.

Jules3107

So im with OTB with 2 holidays at present 1 cancelled and had a partial refund. Yet the flights money of £1168 is still outstanding
When the holiday was cancelled I asked for a refund straight away which was on the 13th May 2020. Then when it went back onto my credit card I could see the flights money was still owing.  Initially OTB said this......... Charlie K - 28 April 2020 19:26

Hi ,

Many thanks for getting in touch. 

Unfortunately, we cannot amend the airline you are travelling with as flights are non-refundable so you would lose the cost of your Easyjet flights. 

On the Beach

MY REPLY - The facts are Charlie K was incompetent and could not be bothered to look if the holiday was just flights or a package deal? I was sooo angry my reply was as follows.....As already explained, this holiday airline has already been amended? So I know this is not true as this is a Multi Contract Package Holiday which ONTHEBEACH ARE RESPONSIBLE FOR. If easyjet cancel to flights we have no holiday you are 100% responsible and entitled to a full refund within 14 days. The airline this was originally booked with was Thomas Cook who went into administration. You changed the flights then, so I see no reason why this cannot be done now because of similar circumstances as easyjet flights are currently grounded. We are trying NOT to request a refund here as we know if everyone did the same thing, this may put your business into hardship. YET, if you can not do what is requested, then I can see no alternative that if travel restrictions are not lifted within the next 30 odd days, and onthebeach refuse to change our holiday to another date free of charge. The only option left after the departure date would be to have a full refund within 14 days of the departure date, if your not willing to offer an alternative? We are asking onthebeach to work with us here and read what has been written and not to come back with a bog standard reply. Unfortunately Charlie K ..................Once again I have read your terms and conditions regardless of your reply. Regards to any staff member who wishes to help and actually do their job.

OTB then came back with .........Andrew B - 15 May 2020 18:44

Hi Julie,

Many thanks for getting in touch. 

I can confirm that we have paused payments for the time being, whilst we wait on official word from the airline and hotel. 

If your booking gets cancelled due to the virus, we will seek a full refund on your behalf. 

Stay safe,

On the Beach

MY CONTRACT IS WITH ON THE BEACH NOT THE AIRLINE AND THEY STILL REFUSE TO REFUND THE FLIGHTS!!!

Vicki C - 24 May 2020 14:13

Hi Julie 

I am sorry to hear your comments.

I can confirm the refund for your hotel and transfers has been set up and is ready to collect. I can release the refund to you, However to do this I would need you to confirm the last 4 numbers on the card.

Your flight costs will be refunded once we have received these from your airline, we are unable to commit to any time frame for this element of your refund as this is down to your airline themselves, however rest assured we will pass this over to you as soon as we receive it.

We appreciate your patience and understanding during this time, We will update you as soon as possible on the timing of your refund.

Kind Regards

On the Beach...........

If you try to contact Easyjet they tell you to go back to the company you booked with?????

I have also been told by Easyjet they can not find my booking even though I have a confirmation email? 

SCAM ARTISTS AND DELAY TACTICS ALL AROUND !!!

Diamandis

You need to work on the way you communicate with customer service people.