Hello all
I'm pleased to announce that the OTB Customer Services Manager contacted me at home last night and discussed in detail the situation. She couldn't have been more helpful and promised to see what she could do.
This was the first person to person contact we'd had to explain the circumstances.

Within the hour she had phoned back and advised me a FULL refund was being provided, which can be claimed today.

This is wonderful news and has released considerable pressure of my partner's shoulders that she is now looking forward to the holiday rather than dreading it.

I'd just like to again express my gratitude to the CSM of OTB for her consideration and understanding in this case

What had appeared to be a nightmare has now turned into a dream

So glad you're sorted at last,I've been reading your posts but have been unable to advise as I always use a local travel agency.

Good to hear another problem resolved by OTB
Kath x

Well done both parties

Are you going to change your userid to happyUKresident ?

Good result for all concerned

John

Great news.

Things can and do go wrong, its how fast a company puts it right that matters.

True. My only concern is would it have been so quick if they hadn't posted the problem on here?

hmmmmmmm..fair point chivas69. i too was wondering about that.

Glad all is resolved and that OTB are stepping up to the mark.

Sarah

Glad this has finally been resolved angryUKresident and you can now look forward to your holiday.

I just hope OTB deal with those that have genuine complaints but do not know about the Holidaytruths website in the same manner.

I have had a similar problem with otbeach - people should really avoid them!

I saw a holiday to Egypt which I wanted to book and otbeach seemed the cheapest (how wrong I was!) I went ahead with the booking and was given a TOTAL AMOUNT (which you naturally assume means TOTAL!) after entering my bank details it started to give me options to add baggage, well how can you go to Egypt for 2 weeks without baggage!!! It was an extra £30 per person - adding the baggage and in-flight meals would add a further £90 after I have already been given the final amount. This made it too expensive and then alarm bells began to ring as I wondered what sort of company would operate like this - conning you into paying more when you have already been given a final figure.

Anyway I cancelled the process - I did not complete the baggage, in-flight meals section and did not see the ‘updated' total amount. I was slightly concerned they would have my card details even though I had not seen or confirmed the new final amount or clicked on the ‘complete transaction' button. I phoned otbeach and explained to a sales person what had happened and how unethical this process was, she re-assured me that if I didn't complete the transaction I would not be charged.

I then went on to book the same holiday, with travelrepublic (who I have used before and can thoroughly recommend) the baggage, meals etc was added before the total was calculated - as it should be.

Then to my surprise an hour or so later I had a booking confirmation e-mail from ot.beach, I immediately rang them to say there had been a mistake but they said the booking had completed and if I wanted to cancel I would loose 100% of my money (which had been paid in full as holiday is less than 6 weeks away) They weren't interested in my explanation, I therefore put the details in a letter but have heard nothing from them.

I therefore have 2 of the same holiday booked. I contacted my bank as surely its illegal to process the card details when I have not confirmed the final amount, nor did I click on the complete transaction button but the bank don't think they can do anything I gave them my card details.

I'm looking at loosing £900 which I really cant afford to do. Please stay away from ot.beach, they are only interested in taking your money (fraudulently as I see it!) and now not interested in helping me at all.

I cannot comment on your problems when booking and then cancelling online.

On The beach actually post here on HT with the agreement of the moderators. May I suggest that you contact them at this address, which they have posted for people with any problems regarding bookings;

forums@otbeach.com

Explain your problem and tell them in your email that you have been directed to them from HT.

fwh

Kelly
welcome to HT sorry to here of your problems but if you had seen th OTB thread in the tour operators forum you would have found the following link

forums@otbeach.com

this is a direct e-mail to a member of OTB staff specially set up to assist those with problems,

if you send an e-mail with the details of the booking [reference/amount paid and why it went wrong for you [please keep it calm and polite] I'm sure you will find that in the next few days it should get sorted. most of our others members appear to get results

wizard

thanks wizard. I have already made many attempts to sort this out with otbeach but they are no help at all over the telephone. i have sent a letter to customers services but no reply yet. I will try this e-mail address as suggested by you and keep my fingers crossed!

many thanks

that is why we have the special contact e-mail a member of OTB staff joind HT a few months back in order to help our members, please send the details [or copy of your letter if on hard disc] to the address given

wizard

Hi Kelly

Please can you urgently send us your OTB reference number to forums@otbeach.com so that we can help resolve your issue.

To other memembers if you see anyone with issues can you get them forward their reference to forums@otbeach.com

Many thanks

Another internet problem for On THe Beach!
Great!
Maybe it would help if they looked into their website and sorted the ongoing problems!

Or MAYBE it would help if you put that email address on your website for any problems!!! You know you make it sound like the only way things will get resolved is emailing the address given here, but surely you should put this address on your own website!!!
Why does one part of your company say different things to another? Bottom and elbow springs to mind!
Why do HT members seem to get things sorted easier? Why not same for people who don't use HT?

I must admitt I have been thinking along the same lines as you Chivas, but didnt know if to post or not.

As OnTheBeach seem to read this forum, perhaps it's worthwhile.

Surely adding on the costs of luggage after a customer has agree a 'total amount' is totally unethical. As the poster says who on earth goes to Egypt for two weeks with no hold luggage ? People assume it is in the costs.

Then when a customer rings to complain going on to imply the holiday is not a confirmed booking, so a customer books with someone else who show costs in an honest way, but then taking the money is tantamount to the F word that we are not allowed to post on here.

People are paying for two holidays down to how your web-site functions and your telephone staff deal with querys.

Rather than addressing the odd query that manages to make it's was onto HT, cant you alter your website to ensure it doesn't do this OTB ? Its not like this is the first time this has been reported on here.

It's 2009 surely the technology is out there ?