On the Beach approach any complaint in the same manner whether they come directly to us or from review websites. We are a consciencous company that has passionate staff who take an active interest in our online reputation and this is why we actively monitor sites such as this for reviews. Ultimately it is the same staff dealing with complaints from this website as it is for those coming to us directly therefore their approach is unlikely to differ.
At times we will review decisions we have previously made and we are actively trying to go the extra mile to rectify our customer's issues regardless of who is at fault. While previous responses may have been correct at the time we will push any suppliers concerned with the bookings to review there own earlier decisions, this in turn allows us to be more flexible with the resolutions we can offer as was seen in the case of angryUKresident.
We can only hope the vast majority of people do not adopt a cynical view to what we are trying to achieve on sites such as these, and should rest assured that we will reconsider our position if a customer is unhappy with a previous response and we are in a position to assist them further. If we cannot reach an agreement then further avenues of complaint are open to all customers who choose to book with us.
On a final note On the Beach offer our customers the choice to add optional extras as deemed by the airline to their booking. Customers who decide not to add the extras are also able to do so. These extras are purely optional and customers would be obliged to pay extra for these add ons regardless of who you choose to book that flight with. It is now much more common for airlines to give customers the choice to take bags and meals on the flight as an optional extra , they are no longer considered part of their headline prices. If a customer declines to add these extras to their booking then their order will be booked to include everything the airline offers in its basic price. We are not in a position to then offer a refund or free of charge cancellation because they deem it unfair that the airline charges extra for bags and meals.
We apologise to Kelly Thomas for her dissatisfaction and I have asked our Customer Services team to contact you to see if they can help any further.
I personally welcome the fact that OTB posts here and monitors the complaints in an endeavour to resolve them and improve customer service.
It is not the place of others to tell OTB or any other company how they should conduct their business. We are also in the position that we only know the facts as posted by someone with a complaint. I would however ask the question that others may also think.
The problems posted here seem to revolve around the website booking process. Is there something that, whoever is using it, is misunderstanding or doing wrong?
In this case the poster states they did not complete the booking process yet finished up with a booking being made. Several others claim similar problems.
My own very limited experience with online purchases is that at some point I am specifically asked to confirm my booking/transaction. I understand if I say yes to that then I have bought the goods and authorised payment.
In this case the poster tells us they had not reached that stage before they decided to withdraw. I have on occasions decided not to proceed before reaching that confirm stage and have never had the problem complained of.
fwh
It is not the place of others to tell OTB or any other company how they should conduct their business. We are also in the position that we only know the facts as posted by someone with a complaint. I would however ask the question that others may also think.
The problems posted here seem to revolve around the website booking process. Is there something that, whoever is using it, is misunderstanding or doing wrong?
In this case the poster states they did not complete the booking process yet finished up with a booking being made. Several others claim similar problems.
My own very limited experience with online purchases is that at some point I am specifically asked to confirm my booking/transaction. I understand if I say yes to that then I have bought the goods and authorised payment.
In this case the poster tells us they had not reached that stage before they decided to withdraw. I have on occasions decided not to proceed before reaching that confirm stage and have never had the problem complained of.
fwh
just had a look on the otb webite and it does say you have to pay extra for hold baggage before you commit to buy.
it is headed as important information and appears in a yellow box so is quite easy to see.
it is headed as important information and appears in a yellow box so is quite easy to see.
The OTB booking screen asks for pax details, card information, gives a total cost, says that this amount will be taken from your card and asks you to tick the box to confirm that you have read and agree to the booking conditions and terms of business. You then click the 'Book' button.
I would then assume that I had booked that flight and that my card would be debited. To then add on extras might seem a bit underhand, but you have to check before booking what the flight includes. Their terms of business do say that some airlines have no baggage allowance and that the costs of adding this are not included in the costs.
Not saying it's the customers that are wrong but it does pay to check T & C's.
I would then assume that I had booked that flight and that my card would be debited. To then add on extras might seem a bit underhand, but you have to check before booking what the flight includes. Their terms of business do say that some airlines have no baggage allowance and that the costs of adding this are not included in the costs.
Not saying it's the customers that are wrong but it does pay to check T & C's.
I'd much prefer to know the final cost before they book the holiday for me!!! Maybe they should ask you if you want luggage etc before you input your card details!!!
Like I have said previously who would go to Egypt for 2 weeks without baggage? May I also state again that I was told a TOTAL AMOUNT which was then due to be increased by £90 by adding on baggage and meals. You cant state a TOTAL AMOUNT, take my card details and then increase the amount.
Totally unethical and everyone seems to agree that OTbeach really are conning people. I wish I had read reviews on them before I ever visited there badly operated website.
Finally can I also confirm that I was told by your saleperson that the booking had not gone through. So why have you taken my money?
I wont rest until this is resolved. I actually work for a solicitors as a Marketing/Jornalism Manager so am in a good position to fight this but really shouldnt have to - they have taken my money fraudulantly and otbeach should not be allowed to get away with this!
Totally unethical and everyone seems to agree that OTbeach really are conning people. I wish I had read reviews on them before I ever visited there badly operated website.
Finally can I also confirm that I was told by your saleperson that the booking had not gone through. So why have you taken my money?
I wont rest until this is resolved. I actually work for a solicitors as a Marketing/Jornalism Manager so am in a good position to fight this but really shouldnt have to - they have taken my money fraudulantly and otbeach should not be allowed to get away with this!
This forum is not the place for anyone to threaten legal action. That is a matter between you, and in this case, OTB.
They have asked for you to email them with the details so they can investigate your complaint. Did you obtain the name of the salesperson who said the transaction had not gone through? Tell OTB in your email.
OTB cannot answer your complaint here on the forum. It is a matter between you and them.
fwh
They have asked for you to email them with the details so they can investigate your complaint. Did you obtain the name of the salesperson who said the transaction had not gone through? Tell OTB in your email.
OTB cannot answer your complaint here on the forum. It is a matter between you and them.
fwh
I actually work for a solicitors
and as such you must know, that you must give them every opportunity to put things right, there is a set routeen to follow before threats are made, i say again have you sent the details to the special e-mail address we gave you ?? then they have at least 7 days to look into the matter but are usually much quicker if a third party supplier is not involved
wizard
thanks wizard - and yes I have sent all of the details through to the address supplied and now await a response
I'm not threatening legal action - just stating that I'm in a good place to get advice. Its obviously very frustrating and upsetting that this has happened in the first place and I want to warn other people so they are not put through the same thing as me.
I'm not threatening legal action - just stating that I'm in a good place to get advice. Its obviously very frustrating and upsetting that this has happened in the first place and I want to warn other people so they are not put through the same thing as me.
Having been on the OTB website I can now understand why some people may feel disgruntled and where problems may arise.
It really is important that people do read ALL the Terms and Conditions.
It does state in the Booking Conditions;
"Charges such as ticket-on-departure fee, airport passenger duty, fuel supplements and booking fees are included in the headline price."
As most people will be making a booking for one or two weeks then their luggage is something that is essential. Whilst it does not specifically refer to it, as people consider it an essential part of the holiday they wrongly assume that it is included in the above. Unfortunately that is not always so.
They also need to read -The Terms of Business which state;
"Certain charter airlines and low cost (no frills flight) carriers consider hold baggage to be an optional extra. 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."
In my opinion this is where it is all going wrong. It is not until you have entered your personal information that you find out baggage is not included in every case.
At this stage people are then endeavouring to stop and reconsider if the deal they are being offered is competitive. It may well be, but from what has been posted trying to stop the booking is where it is all going wrong.
The simple answer is to be asked the questions re baggage and in-flight meals before you enter the personal information.
It may well be that in the vast majority of cases the present system does not give any problems, but the perhaps OTB should consider that the small number that do, give bad publicity, and therefore do damage to their reputation out of proportion to the problem.
fwh
It really is important that people do read ALL the Terms and Conditions.
It does state in the Booking Conditions;
"Charges such as ticket-on-departure fee, airport passenger duty, fuel supplements and booking fees are included in the headline price."
As most people will be making a booking for one or two weeks then their luggage is something that is essential. Whilst it does not specifically refer to it, as people consider it an essential part of the holiday they wrongly assume that it is included in the above. Unfortunately that is not always so.
They also need to read -The Terms of Business which state;
"Certain charter airlines and low cost (no frills flight) carriers consider hold baggage to be an optional extra. 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."
In my opinion this is where it is all going wrong. It is not until you have entered your personal information that you find out baggage is not included in every case.
At this stage people are then endeavouring to stop and reconsider if the deal they are being offered is competitive. It may well be, but from what has been posted trying to stop the booking is where it is all going wrong.
The simple answer is to be asked the questions re baggage and in-flight meals before you enter the personal information.
It may well be that in the vast majority of cases the present system does not give any problems, but the perhaps OTB should consider that the small number that do, give bad publicity, and therefore do damage to their reputation out of proportion to the problem.
fwh
We can only hope the vast majority of people do not adopt a cynical view to what we are trying to achieve on sites such as these, and should rest assured that we will reconsider our position if a customer is unhappy with a previous response and we are in a position to assist them further.
I seriously doubt that ANYONE who reads these forums would ever do business with OTB whether again or for the first time. I for one would never ever consider them an option when looking for a holiday and if anyone was to ask me for a recommendation then based on what I have read on HT and other forums I would tell them to avoid OTB like the plague...OTB have been having the same complaints levied at them for years now not weeks not months but years...they do not appear to be able or willing to change their process to a more customer friendly one and we all know what complaining to them gets you...no where for many months on end....
I really do hope your right and people dont do business with them again - they are a disgrace to travel agents.
Customer Services have finally called me and refuse to agree that I did not confirm the final booking. They have basically taken my money without my permission ands its shocking that are allowed to operate like this. I have the same holiday booked twice now and all I can really do it try to sell the holiday to someone but they cant even tell me how much a name change would be (probably a small fortune) they said I would have to submit the name change on the website and then wait 3 days for them to come back to me with a price for what the airline would charge for this.
They were no help whatsover. Please please people stay away from this terrible company!!
Customer Services have finally called me and refuse to agree that I did not confirm the final booking. They have basically taken my money without my permission ands its shocking that are allowed to operate like this. I have the same holiday booked twice now and all I can really do it try to sell the holiday to someone but they cant even tell me how much a name change would be (probably a small fortune) they said I would have to submit the name change on the website and then wait 3 days for them to come back to me with a price for what the airline would charge for this.
They were no help whatsover. Please please people stay away from this terrible company!!
see this is what I mean the same problem occurs with many of their customers and according to them it is always the customers fault! well its too much of a coincidence that the customer is always at fault when the same problem occurs time and time again. Their IT systems must be from the dark ages if it cannot cope with a simple holiday booking without causing the customer so much stress! Like I said I have read enough on the net to make my mind up and I just hope people have the foresight to "google" the OTB name before committing themselves...it speaks volumes..having one of their staff come on this forum and pose as a satisfied customer should be enough to warn anybody if they are stupid enough to be still considering them after reading this forum....its such a shame that decent holiday companies go to the wall when companies like OTB stay afloat, through what appears to be dubious methods....
.having one of their staff come on this forum and pose as a satisfied customer
That is unfair to OTB - Yes a member of their staff did post and OTB apologised for something done without their knowledge or approval.
Whilst you may not be happy with OTB they do have many satisfied customers. Spend a little time and read through the postings here on HT and you will find almost every TO/Agent coming in for criticism. They all have customers who are not happy for a variety of reasons.
I have posted already what I consider is possibly causing many of the problems. I do not expect OTB to answer here on HT but I would expect them to read and take notice of my comments.
This section of HT is for people who have a complaint. Members do try to assist where they can. We are not here to endorse complaints. We may express our opinions but there are always two sides to every story. We only see one.
I have stated that when I went through a dummy booking I could see where problems could arise - but I also said you must read the terms and conditions so you are fully aware. It does explain in the T&Cs that baggage may not always be included in the price and may be subject to additional charges.
fwh
That is unfair to OTB - Yes a member of their staff did post and OTB apologised for something done without their knowledge or approval
and you know this for sure do you - you have express proof and evidence that they did not know??? how do you know they didn#t just apologise because they were stupidly caught out??
unlike the evidence held that they actually did do this....no I'm sure you don't.
Likewise why do you think they will take notice of your comments when exactly the same comments and advice has been levied at them for years and they haven't done anything and still fail to do anything to right these wrongs....Yes this is my opinion and yes this should be a two way thing and as they have a username for this forum they can come back and comment on their side of things can't they?
Sorry but I think that this OTB bashing(as I see it) is starting to become uncomfortable reading.
Yes you may well think that their T&C's are rubbish but at the end of the day you accept them when making a booking.
We are here to help each other and this is not a forum where all we do is use a thread to attack someone whether it be an individual, a company or an individual who represents a company.
Whether you agree or not with OTB's response on some matters there is no getting away from the fact that when matters are raised on here most of the members have had their dispute resolved.
Yes you may well think that their T&C's are rubbish but at the end of the day you accept them when making a booking.
We are here to help each other and this is not a forum where all we do is use a thread to attack someone whether it be an individual, a company or an individual who represents a company.
Whether you agree or not with OTB's response on some matters there is no getting away from the fact that when matters are raised on here most of the members have had their dispute resolved.
A timely reminder that all should adhere to our terms- and conditions of posting, specifically
Thanks
MarkJ
3. Show respect and courtesy to all other users
Do not allow yourself to be drawn into conflict with another user. We will not accept personal attacks from one user toward another and this will be dealt with very severely. If a situation arises that you feel may be getting out of hand inform a moderator or Admin via Personal Messaging . We will then attempt to deal with the situation.
Thanks
MarkJ
fwh wrote:
The simple answer is to be asked the questions re baggage and in-flight meals before you enter the personal information.
It may well be that in the vast majority of cases the present system does not give any problems, but the perhaps OTB should consider that the small number that do, give bad publicity, and therefore do damage to their reputation out of proportion to the problem.
fwh
Most other companies manage this process so that you have booked all you need to (luggage etc) prior to commiting to the booking. Putting Total price gives a false impression to clients.
I am very suprised at people championing the company rather than the people who have been caught out, whatever happened to championing the little people when they have a legitimate gripe over a misleading web-site ? Thats why they come on to HT.
Some people are paying for the same holiday twice having been given misleading information. I can't imagine anybody being happy with that scenario and then having to fight to get their hard earned back.
I do think that a lot of people just blindly book a holiday without reading the terms and conditions beforehand. This is all too obvious when people book a holiday with a 'low deposit' without realising that if they cancel they are responsible for paying the remainder of the deposit.
Read and re-read the terms before you commit yourself.
Pippa
Read and re-read the terms before you commit yourself.
Pippa
If you had been conned like me you wouldnt be so understanding of OTB. Not only did I not confirm the booking on the internet (I did not click the confirm booking button) but I also rang them before I went on to book the same holiday elsewhere and they told me the booking had not been processed.
I now have exactly the same holiday booked twice - I cant change the date of 1 because its within 56 days so I am completely stuffed and through no fault of my own. I cant believe OTB can get away with this behaviour - its not just about terms and conditions - its dishonest and illegal behaviour.
This forum is to report and discuss matters like this and warn other people about unreputable companies. I wish I had checked out OTB before I visited their website. So please people be warned to stay away. We all work hard for our summer holidays and now I face loosing so much money I wont be going on another one for a long while.......
I now have exactly the same holiday booked twice - I cant change the date of 1 because its within 56 days so I am completely stuffed and through no fault of my own. I cant believe OTB can get away with this behaviour - its not just about terms and conditions - its dishonest and illegal behaviour.
This forum is to report and discuss matters like this and warn other people about unreputable companies. I wish I had checked out OTB before I visited their website. So please people be warned to stay away. We all work hard for our summer holidays and now I face loosing so much money I wont be going on another one for a long while.......
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