On The Beach - Help!

GretaA173

Hi there, I was supposed to go on holiday at the beginning of May but it got cancelled due to Covid-19. I was then told by On The Beach that they were waiting for the refund from the airline which they then got on 30th May but I still haven't received my refund. It was radio silence over the summer (I knew they were extremely busy so I didn't chase up) before they emailed me on 20th August advising me that my refund is ready to be claimed. When I logged in to check, to my (unpleasant) surprise the refund only reflect 1/3 of the fees I have actually paid with no explanation. I have been trying to get in touch with them over their app, facebook, telephone and even used Resolver to no avail. They have not responded to any of my messages and I haven't claimed their refund as I want to make sure I get 100% rather than 30%. I am not sure whether anybody else has experienced this but I am at a loss at to what to do and it's stressing me out more and more.

Browntoa

Did you cancel the holiday or did they

GretaA173

Browntoa said:

Did you cancel the holiday or did they

they did

Westin

Does the amount of the 1/3 match up to any element of the holiday? For example could that just be the accommodation refund and the airline one is still pending?

GretaA173

Westin said:

Does the amount of the 1/3 match up to any element of the holiday? For example could that just be the accommodation refund and the airline one is still pending?

Hiya, no, it doesn't match anything. The way it looks is that they've taken the balance of the holiday rather than cross checking against the actual payments made. The balance does not include the flights as they had to purchase new ones when Thomas Cook went bust. The balance has also been reduced by applying a few discounts (at On The Beach discretion). I just think that due to the volume of customer contact etc. they've not been able to calculate the refund properly and chose to go down the easy route without checking. I understand it is very busy and unprecedented time for them but what I am concerned about is that they've not responded to any of my correspondence for more than a month, not even an acknowledgement that they are looking into this. 

Westin

Hmmm. Not sure I can add anything more without knowing the breakdown, costings and refund amounts.
Frustratingly I think you might just have to persist with On The Beach for the breakdown and explanation. Sorry.