FAQs and Essential Information

FAQs - frequently asked questions banner
6 May 2017

When do you want to go?

7 nights

How long for?

Other options

2 0 0
Rooms: 1

Your Party (age on return date)

(2-15yrs)
(0-23mths)

See below a list of our most frequently asked questions. Here, you can see further information about online check-in, your booking documents, making a payment and more. If you don’t find the answer you’re looking for you can contact us through "My Messages" on the "My Bookings" section of our website.

Financial Protection

Is my holiday protected?

You can rest assured knowing that your holiday is fully covered through our ATOL protection scheme.

But On the Beach go one step further. Whether you book your whole holiday, just accommodation or just flights through On the Beach, every part of your holiday is financially protected through our UK trust account, meaning we cannot access money paid for a holiday until the date of travel.

We were really proud to be the first UK online travel agent to put this trust account system in place and we have been paying all our hotels and transfers in this way since 2011.

This means that in the unlikely event that if we or one of our suppliers experiences financial failure, customers won’t lose money paid for a holiday, hotel or flight abroad, and will not be stranded in a foreign country.

Click here to read more about how On the Beach holidays are protected

Holiday Inspiration

Where do you recommend I go on holiday this season?

On the Beach offer an extensive range of beach holidays – all of which can be found on our website. You can search to find a holiday that suits you by using the search form, or start browsing destinations here.

You can also sign up to receive our emails to keep in touch with all of the latest deals to suit you, please enter your email address at the top of our homepage for us to keep you posted.

Or, you can visit our blog to keep up with our latest news and recommendations.

My Booking

When is my booking confirmed?

When you place an order on the On the Beach website, you will receive an ‘Order Request’ email, detailing your order summary. At this stage, your order has not been confirmed.

Our system will automatically try and book your order for you with the individual suppliers. If all the elements of your holiday are available at the price stated on our website, your holiday will be booked and you will receive your ‘Booking Confirmation’ email.

If for any reason our system cannot book your holiday, for example due to fluctuating flight prices or hotel availability changing at very short notice, your order will be set to pending.

At this point, we do not take any money. We call you back to discuss your options; giving you an option to either cancel the booking at no cost, pay the additional cost and confirm the order, or look for a suitable alternative with the help of our advisors.

This happens on less than 5% of orders and our team are constantly working to minimise the effect this has on our customers.

You can read more about this here.

How do I find out about my booking

You can view your booking information from the comfort of your own home by clicking “My Bookings” at the top of our website. You can login by using your booking details: the email address and password you created at the time of booking.

If you haven’t yet done this, not to worry, you can do so by clicking on 'Create Account'. From here, you can enter the email address used at the time of booking and choose a password.

Once logged in you can do the following, without having to contact us directly:

  • Find and print your booking confirmation
  • Request a change to a booking
  • Update your contact details
  • Book transfers and extras
  • Make payments online

If you still need to contact us about your booking you can send us a message through "My Bookings" by clicking on "My Messages". From here, you can choose the category you need. We aim to respond to your message within 24 hours.

Where can I find my MYB number?

Your MYB reference number is sent to the email address you used at the time of booking your holiday. When you booked your holiday with us online or over the phone, you will have received an order request receipt containing your MYB reference number.

This will be displayed on the first page and at the top of the confirmation. It’s worthwhile keeping this number handy for any time you need to contact us so that we can look into your booking or query quickly and efficiently.

How can I get a copy of my booking documents?

A confirmation email will be sent to your email address as soon as your booking is confirmed. This will contain all of the booking information you need.

If you need to resend these documents, you can log into the "My Bookings" section on our website at any point.

What paperwork do I need to take?

It’s best to take your full booking confirmation with you on your holiday so that you are prepared should you need any of the information it contains during your stay. This is contained in the booking confirmation email that is sent to your email address once you’ve made a booking with us.

If the airlines you are travelling with (outbound or inbound) require online check in, you will also be required to print off a hard copy of your boarding passes for your flights. Instructions on online check in can be found under the ‘Flight Voucher’ section on your booking confirmation email.

How do I change my booking?

Although we can’t make changes for you over the phone, it’s simple to make changes to your booking online, through the “My Bookings” section of our website.

Depending on the change you wish to make, you will either be quoted online, or our amendments team will contact you with a quote within 48 hours, which can be found in the “My Bookings” section of our website.

Make sure you check your messages regularly so that we can process the request quickly and efficiently.

You can change the following through "My Bookings":

In-flight extras - The price of these in-flight extras will be displayed to you before you confirm the change. Don’t forget that if you’re flying with two different airlines you will need to submit the price twice.

Changing a passenger or a name - The price to change the name of a passenger on the booking will be shown to you before you process the request. Where this cost is the same, the request will be processed within 72 hours. If the cost differs from those given by the suppliers, you will be informed by our amendments team before any changes are processed.

Changing travel dates - You can request to do this online via “My Bookings”, under “request a change”. It’s worth noting that On the Beach can’t make amendments to flight bookings as these are non-refundable by the airline. You can find more information about this on the “My Bookings” section of the website.

Changing your hotel - There is usually a cost incurred by changing your hotel, which will be the new hotel price minus your current hotel price, plus the admin fee. You can view and confirm this information by pressing the submit option to process your request. Make sure you are careful when entering your hotel and pricing information to reduce delays.

Cancelling passengers - After you cancel a passenger from your holiday via “My Bookings”, we try to come back to you within 48 hours. However, there can sometimes be delays depending on the availability and prices of the providers. If we are waiting for a response we will let you know via “My Messages”.

Adding passengers - After you add a passenger onto your holiday via “My Bookings”, we try to come back to you within 48 hours. However, there can sometimes be delays depending on the availability and prices of the providers. If we are waiting for a response we will let you know via “My Messages”.

Adding a hotel to a flight-only booking - If you wish to book accommodation to go with your already booked flights please visit the homepage or call our sales team on 0871 474 3000. You cannot add accommodation to a flight-only booking, however, you can make a separate booking which will have its own MYB number.

Adding a flight to a hotel-only booking - If you wish to book a flights to go with your already booked accommodation please visit the homepage or call our sales team on 0871 474 3000. You cannot add flights to a hotel-only booking, however, you can make a separate booking which will have its own MYB number.

Adding baggage to your booking - You can add hold luggage to your booking via the 'My Booking' section of our website. Depending on the airline you are travelling with you will either be displayed a price or our amendment team will contact you with a quote within 48 hours.

Adding airport transfers, car hire, airport lounges, airport parking or airport hotels - If you wish to book any holiday extras please visit www.onthebeach.co.uk/holiday-extras.

**Prices and availability can vary depending on supplier costs. If, for any reason, the price for your request does change we will contact you before making any amendments to your booking.**

Do I need travel insurance

Whether you’re travelling long haul or are only hopping on a short flight to somewhere in Europe, we recommend that you always purchase adequate travel insurance at the time of booking your holiday. An emergency abroad can be extremely expensive and securing travel insurance can help to reduce potential costs.

The policy you choose should suit the needs of those travelling with you and the nature of your holiday. Ideally, it should cover emergency medical cover and cancellation costs as a minimum.

Making a change

How do I change my booking?

Although we can’t make changes for you over the phone, it’s simple to make changes to your booking online, through the “My Bookings” section of our website.

Depending on the change you wish to make, you will either be quoted online, or our amendments team will contact you with a quote within 48 hours, which can be found in the “My Bookings” section of our website.

Make sure you check your messages regularly so that we can process the request quickly and efficiently.

You can change the following through "My Bookings":

In-flight extras - The price of these in-flight extras will be displayed to you before you confirm the change. Don’t forget that if you’re flying with two different airlines you will need to submit the price twice.

Changing a passenger or a name - The price to change the name of a passenger on the booking will be shown to you before you process the request. Where this cost is the same, the request will be processed within 72 hours. If the cost differs from those given by the suppliers, you will be informed by our amendments team before any changes are processed.

Changing travel dates - You can request to do this online via “My Bookings”, under “request a change”. It’s worth noting that On the Beach can’t make amendments to flight bookings as these are non-refundable by the airline. You can find more information about this on the “My Bookings” section of the website.

Changing your hotel - There is usually a cost incurred by changing your hotel, which will be the new hotel price minus your current hotel price, plus the admin fee. You can view and confirm this information by pressing the submit option to process your request. Make sure you are careful when entering your hotel and pricing information to reduce delays.

Cancelling passengers - After you cancel a passenger from your holiday via “My Bookings”, we try to come back to you within 48 hours. However, there can sometimes be delays depending on the availability and prices of the providers. If we are waiting for a response we will let you know via “My Messages”.

Adding passengers - After you add a passenger onto your holiday via “My Bookings”, we try to come back to you within 48 hours. However, there can sometimes be delays depending on the availability and prices of the providers. If we are waiting for a response we will let you know via “My Messages”.

Adding a hotel to a flight-only booking - If you wish to book accommodation to go with your already booked flights please visit the homepage or call our sales team on 0871 474 3000. You cannot add accommodation to a flight-only booking, however, you can make a separate booking which will have its own MYB number.

Adding a flight to a hotel-only booking - If you wish to book a flights to go with your already booked accommodation please visit the homepage or call our sales team on 0871 474 3000. You cannot add flights to a hotel-only booking, however, you can make a separate booking which will have its own MYB number.

Adding baggage to your booking - You can add hold luggage to your booking via the 'My Booking' section of our website. Depending on the airline you are travelling with you will either be displayed a price or our amendment team will contact you with a quote within 48 hours.

Adding airport transfers, car hire, airport lounges, airport parking or airport hotels - If you wish to book any holiday extras please visit www.onthebeach.co.uk/holiday-extras.

**Prices and availability can vary depending on supplier costs. If, for any reason, the price for your request does change we will contact you before making any amendments to your booking.**

Holiday Cancellations

How do I cancel my booking?

All cancellation requests must be submitted online via the “My Bookings” section of our website. Unfortunately, we can’t accept cancellations over the phone.

What is the charge to cancel my booking?

We don’t have standard cancellation charges as these can vary depending on the cancellation costs of our suppliers. If you do decide to cancel your holiday, you will be able to see a full breakdown of costs to cancel your holiday on screen before you confirm the cancellation.

It’s worth noting that On the Beach can’t process holiday cancellations over the phone, so make sure you log into the “My Bookings” section on our website to do so.

Holiday Payments

How do I make a payment?

It is easy to make payments towards your On the Beach holiday. All you have to do is log on via the "My Bookings" section on our website and click on “Make a Payment”. From here you can enter the amount you wish to pay off. You can do this any time between the time of booking and the date your full balance is due.

You can check the total cost of your holiday, a total of payments made on your booking and the date your full balance is due by logging in to the “My Bookings” section of our website.

How will I know when a payment will be taken?

Your payment dates will vary depending on how far in advance you have booked your holiday, however, you will have agreed the dates of your payments when confirming your booking.

To see your instalments and total payments made to date, simply log into the “My Bookings” section of our website. You can also make additional or overdue payments in your account.

You will be alerted via email once a payment has been collected. Payments will be taken automatically from the payment card you supplied at the time of booking, unless you have specified that it be taken from another card. Payments will not be collected if you have paid in advance of your payment due date.

For any further questions relating to this email, please contact us via “My Messages” in your 'My Bookings' account or call us on 0371 474 3000 quoting your MYB Reference Number.

How do I check all the payments I have made on my holiday?

You can see the total amount you have paid of your holiday and the remaining balance on the “My Bookings” section of our website, however, you can’t see a breakdown of all separate payments made. We can send you a receipt of this via email which you can request by calling 0871 474 3000.

Before Travelling

Will I have to submit Advanced Passenger Information when travelling to Europe?

You will need to submit your Advance Passenger Information before travelling if your airline requires online check in. For ticketless airlines this information will be taken from you at the airport on the day of your departure.

All the other information you need when travelling within Europe will be contained in your booking documents. You don’t need an e-visa or any additional information when travelling within Europe.

What destinations require me to buy a visa?

If you are travelling to an EC (European Community) country and have a valid UK Passport you will not require a visa. For all non-UK passport holders, you will need to contact the embassy of the country you are travelling to. These details can also be found on the FCO website.

If you are travelling to Turkey, you will be required to purchase their entry visa via the Turkish Government website prior to travel. Further visa and passport information can be found on on the FCO website.

If you are travelling to Egypt or the USA, UK passport holders normally require a visa. Further visa and passport information can be found on the FCO website.

What can I take in my hand luggage?

For full information about luggage restrictions for UK airports, visit gov.uk.

There are certain restrictions in place for taking liquids in hand luggage. Wherever possible, it is best to pack liquids in hold luggage, however, you can take liquids when in containers of 100ml or less. All electronic devices larger than mobile phones should be carried in hold luggage when travelling from Turkey, Egypt, Morocco or Tunisia.

Flights

My flight has changed… what do I do?

As airlines plan their flight schedules many months in advance, sometimes they have to make changes to their previously planned schedules.

If your flight times have changed, we will let you know by emailing you or sending you a message via “My Messages” on the "My Bookings" section of our website.

If your airline has directly contacted you about a change to your flight, we can help you with changes with your transfers and accommodation. All you have to do is contact us via 'My Messages' on the "My Bookings" section of our website.

When will I receive my flight tickets?

Depending on the airline you’re travelling with you may not need tickets as many airlines now offer ticketless travel. To make it easier for you, we’ve put together a list of airlines and what they require for check-in and travel.

Ticketless Airlines:

For the following airlines you will not receive any paper tickets. All you will need is the booking confirmation email you received from On the Beach after you made your booking, including the airline booking reference number. Please remember to bring your passport.

  • Avro
  • Cosmos
  • FlyBe
  • Monarch
  • FlyThomascook
  • Small Planet
  • Norweigian
  • Teleticket
  • Thomson
  • Vueling

Online Check In

For these airlines you will need to check in online. You can do this by logging in onto the airline’s website and printing off your boarding passes. Please remember to bring your passport.

  • Ryanair
  • EasyJet
  • Jet2
  • Albastar (we will send you an email with the link for online check in)

You can find information on how to check in online under the “checking in for my flight” section below.

E-Tickets:

For the following airlines we will send you an e-ticket to the email address you used on your booking 7-10 days before departure. Please remember to bring your passport.

  • GoldMedal
  • Trav2

If you haven’t received your flight e-tickets within 5 days of travel please send us a message via “My Messages” on the “My Bookings” section of our website or call us on 0371 474 3000*.

Should I confirm my flight times before travel?

To avoid any confusion, it is always best to double check your flight times before you travel. You can find all the information you need on airport websites, or on live flight trackers.

If there is ever a change to your flight, we will always let you know of the details we are made aware of in advance of your travel. We will do this via the “My Bookings” section of our website, in “My Messages”.

How can I arrange seating on a plane?

If you would like to pre-book your seats on your flights you can do so via the “My Bookings” section of our website. All you need to do is click on the ‘Flight’ section and fill out the in-flight extras form provided.

The cost of this will be given to you on screen before confirming. You will also be given the option to add your card details to request the change to our amendments team. Please allow the time frame given for your payment to be taken and your change processed.

Checking in for my flight…

Do I need to print return boarding passes for Ryanair?

If you are travelling with Ryanair for both legs of your flight you will need to check in online for each reference number you have been provided with, as each number represents one leg of your flight.

Online check in details can be found on your booking confirmation, under the flight voucher section. Online check in for Ryanair opens 4 days before each flight is scheduled to depart unless pre-allocated seating has been purchased. In this case, online check in will be available up to 30 days before the departure date of your flight.

**Please note that failure to check in online with Ryanair and print your boarding passes in advance of your travel may result in charges at the airport.**

Does my chosen airline allow me to check in online?

All check-in details can be found on your booking confirmation email on the right hand side of the flight voucher. Online check in log-in details are provided for those airlines which require you to check in online.

At the airport, your airline will be shown as ‘your airline is a ticketless airline,’ in which case you will need to present your flight confirmation to the airport check in desk on the day of departure.

Ticketless Airlines:

For the following airlines you will not receive any paper tickets. All you will need is the booking confirmation email you received from On the Beach after you made your booking, including the airline booking reference number. Please remember to bring your passport.

  • Avro
  • Cosmos
  • FlyBe
  • Monarch
  • FlyThomascook
  • Small Planet
  • Norweigian
  • Teleticket
  • Thomson
  • Vueling

Online Check In

For these airlines you will need to check in online. You can do this by logging in onto the airline’s website and printing off your boarding passes. Please remember to bring your passport.

  • Ryanair
  • EasyJet
  • Jet2
  • Albastar (we will send you an email with the link for online check in)

E-Tickets:

For the following airlines we will send you an e-ticket to the email address you used on your booking 7-10 days before departure. Please remember to bring your passport.

  • GoldMedal
  • Trav2

If you haven’t received your flight e-tickets within 5 days of travel please send us a message via “My Messages” on the “My Bookings” section of our website or call us on 0371 474 3000*.

How do I check in for my flight?

You are required to check in online for all Ryanair, Easyjet, Jet2 and Albastar flights. If you have multiple flight reference numbers you will need to follow the check-in procedure for leg of your flight.

**Please note that failure to check in online may result in fees at the airport.**

Checking in with Ryanair

If you are travelling with Ryanair for both legs of your flight you will need to check in online for each reference number you have been provided with, as each number represents one leg of your flight.

Online check in details can be found on your booking confirmation, under the flight voucher section on the email. Online check in for Ryanair opens 4 days before each flight is scheduled to depart unless pre-allocated seating has been purchased. In this case, online check in will be available up to 30 days before the departure date of your flight.

To check-in online:

Go to www.ryanair.com and click on "Check-in" at the top of the page. Enter your allocated email address along with your flight reservation number which is found on your confirmation paperwork.

Please note that the allocated email address you need to use to log in will differ from your own as we generate one for you at the time of booking. You can find this on your booking confirmation, on the right hand side of your flight voucher under the “ticketing information” section.

Checking in with EasyJet

When flying with EasyJet, you should print your flight boarding passes prior to arrival at the airport. Online check-in with Easyjet can be carried out between 30 days and 2 hours of your flight departure time.

To check in online

Go to www.easyjet.com/en and click “Check-in online” under “Manage Bookings” in the menu at the top. In order to check in, you will need the lead passenger's surname and your Easyjet booking reference number.

Please ensure you enter the required Advanced Passenger Information and check in as instructed on their website.

Checking in with Jet2

Jet2 require passengers to check in online and print the boarding passes prior to arrival at the airport. This can typically be done from up to 28 days prior to departure.

To check-in online

Go to www.jet2.com and click on "Online Check In". From here you can use your Jet2 reference number and lead passenger surname to log in, check in and print your boarding passes.

If you’ve read and followed the above instructions but are still having issues checking in for your flight, please send us a message via “My Messages” on the “My Bookings” section of our website.

I'm having trouble checking in on the Ryanair website - what should I do?

If you are travelling with Ryanair for both legs of your flight you will need to check in online for each reference number you have been provided with, as each number represents one leg of your flight.

Online check in details can be found on your booking confirmation, under the flight voucher section. Online check in for Ryanair opens 7 days before each flight is scheduled to depart unless pre-allocated seating has been purchased. In this case, online check in will be available up to 30 days before the departure date of your flight.

**Please note that failure to check in online with Ryanair and print your boarding passes in advance of your travel may result in charges at the airport.**

Luggage

How much hold baggage allowance will I have?

You should make sure to check your luggage allowance before arriving at the airport for your outbound flight. The weight allowances for hand luggage and hold luggage vary from airline to airline, so make sure that you know who you are flying with before travelling.

If you are travelling with more than one airline, you will need to check with both airlines as their allowances may differ.

Airline Hold Luggage Allowance Hand Luggage Allowance
Small Planet 20kg 5kg
Ryanair 15kg 10kg
EasyJet 20kg 10kg
Monarch 20kg 10kg
FlyThomasCook 20kg 5kg
Vueling 23kg 10kg
Albastar 20kg 7kg
Trav2 20kg 5kg
Teleticket 20kg 5kg
Jet2 22kg 10kg
FlyBe 15kg 10kg
Aer Lingus 15kg 10kg

What can I take in my hand luggage?

For full information about luggage restrictions for UK airports, visit gov.uk.

There are certain restrictions in place for taking liquids in hand luggage. Wherever possible, it is best to pack liquids in hold luggage, however, you can take liquids when in containers of 100ml or less. All electronic devices larger than mobile phones should be carried in hold luggage when travelling from Turkey, Egypt, Morocco or Tunisia.

Which terminal will my flight depart from?

You will only need to check the terminal your flight leaves from if you’re flying from the following airports:

  • Birmingham
  • Glasgow
  • Manchester
  • London Gatwick
  • London Heathrow

Should you wish to check this in advance, you can look on the airline’s website or check with the airport directly. Useful links are provided below:

Birmingham International Airport

Glasgow Airport

Manchester Airport

London Gatwick Airport

London Heathrow Airport

During my holiday

What do I do if I have a problem on holiday?

If you need assistance when on holiday, you can call our 24/7 in-resort support line. You can find the details for this on your booking confirmation email. If you have any issues you cannot resolve directly with the hotel, you will need to make us aware as soon as possible or we will not be able to look into them after your holiday.

Between the hours of 7pm to 8am (UK time) the line is dedicated to emergencies. If the issue is not urgent, please call after 8am. During this time, you will be asked to leave a message with your MYB reference number and we will call you back as soon as possible.

Complaints

How do I make a complaint?

During your holiday

We always wish for our customers to have a wonderful, relaxing time on their holiday. However, if you encounter an issue and would like to complain we recommend that you immediately inform a representative of the travel supplier, airline or hotel reception staff, whilst you are abroad.

If they are unable to resolve your issue to your satisfaction you must then contact our in-resort support team, using the details found on your booking confirmation. If you don’t follow this procedure there will be less opportunity to investigate and rectify your complaint at a later date.

After your holiday

If you are not satisfied when you return to the UK, you must follow this up by contacting our Customer Care team as soon as you can once you’re back - or at the very latest within 28 days. On the Beach act as a travel agent only and will contact the travel supplier, airline or hotel on your behalf to try and resolve your complaint.

When making a complaint, make sure to do so in writing - as per ABTA guidelines – including your MYB order reference number and any attachments you may have. Your complaint must be sent to customercare@onthebeach.co.uk.

I have had no reply to my query - what do I do?

When you contact us on “My Messages” through the “My Bookings” section of our website, we usually advise a turnaround time of 48 hours. This is because this messaging system is not live.

If you require a quicker response you can contact our Customer Service team on 0371 474 3000*, option 3 and our agents will be more than happy to assist you over the phone.

*Calls are charged at national rate plus network extras.

Contacting Us

When can I call customer services?

Before your holiday

If you have any questions after you have booked your holiday, you can get in touch with us by using the messaging service on the Manage Your Booking section of the website.

During your holiday

We always wish for our customers to have a wonderful, relaxing time on their holiday. However, if you encounter an issue and would like to complain we recommend that you immediately inform a representative of the travel supplier, airline or hotel reception staff.

If they are unable to resolve your issue to your satisfaction you must then contact our in-resort support team, using the details found on your booking confirmation. If you don’t follow this procedure there will be less opportunity to investigate and rectify your complaint at a later date.

Our sales lines are open during the following times:

  • Monday - Thursday: 8.00am - 9.00pm
  • Friday: 8.00am - 9.00pm
  • Saturday and Sunday: 9.00am - 9.00pm

Our customer service line is open during the following times:

  • Monday - Friday: 8.00am - 8.00pm
  • Saturday and Sunday: 9.00am - 7.00pm

You can contact our Customer Service team on 0371 474 3000*.

*Calls are charged at national rate plus network extras.

How do I contact you after I return

We hope your travel arrangements ran smoothly and that you enjoyed your time abroad. If you would like to let us know how your holiday went you can leave a review on either of our Trustpilot, Feefo or Review Centre pages.

On the Beach acts as a travel agent only and so if you raise a complaint with us we’ll contact the Travel Supplier, airline or hotel on your behalf to try to resolve your complaint.

ATOL protected holidays

Don't forget that all On the Beach holidays are ATOL protected. This means that if we, or one of our travel suppliers has a problem, customers won’t lose money paid for a holiday or flight abroad, and are not stranded in a foreign country.

Click here to read more about how On the Beach holidays are protected.

More reasons to book with us...

Book with confidence

Our holidays are financially protected with our ATOL licence

Over 1 million

happy customers book with us every year

Pay in instalments

& spread the holiday cost up to two weeks before you fly

24/7 in-resort support

from our UK call centre