FAQs and Essential Information

FAQs - frequently asked questions banner

Where do you recommend I go on holiday this season?

We offer a fantastic range of beach holidays – all of which can be found on our website! Search to find a holiday that suits you by using the search bar, 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, just pop in your email address at the top of our homepage and we can keep you posted.

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

Manage my booking

How do I find out about my booking?

View your booking whenever you want in the “My Bookings” section of our website or App. All you need to do is login with your email address and password, and there you have it!

If you haven’t done this yet, don’t worry. Simply click on 'Create Account', 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 "Send and Receive". From here, you can choose the category you need. We aim to respond to your message within 48 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, via our App or over the phone, you’ll have received an order request receipt containing your MYB reference number on the top of the first page.

You should keep this number handy for any time you need to contact us so that we can look into your booking or query quickly and efficiently.

You can also view all of your bookings in the “My Bookings” section of our website and App.

Why are my vouchers marked provisional?

Your voucher is watermarked ‘Provisional Voucher' until your balance is paid in full. Once you have paid in full, we will invite you to complete your holiday checklist to confirm that all details of your holiday are correct and you’ll then receive your complete final set of vouchers.

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, containing all of the booking information you need.

If you have an ‘oops’ moment and need to resend these documents, you can do this in the "My Bookings" section on our website or App at any point.

What paperwork do I need to take?

It’s best to take your full booking confirmation with you on holiday, so you’ve got all of the important documents and information during your stay. This is attached to the booking confirmation email that’s sent to you once the booking is made.

If the airlines you’re travelling with (outbound or inbound) require online check in, you’ll 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.

What is my Holiday Checklist?

The Holiday Checklist is a list that needs to be filled in 30 days prior to departure, this is for you to confirm that all your holiday details are correct. We also offer any extras that you might need, like transfers and insurance. Make sure to get it done quick though, as you can’t complete your holiday checklist if you’re within 7 days of travel.

Making changes to my booking

How can I make changes to my booking?

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

Depending on the change you want to make, you’ll 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 or App.

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

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.

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’ll 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 knowing that On the Beach can’t make amendments to flight bookings as these are non-refundable by the airline. You can find out more information about this on the “My Bookings” section of the website or App.

Changing your hotel - There’s usually a cost incurred when 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’re 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’ll 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’re waiting for a response, we’ll let you know via “My Messages”.

Adding passengers - After you add a passenger onto your holiday via “My Bookings”, we’ll 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’ll 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 our website and search under hotel only or call our sales team on 0871 474 3000. You can’t add accommodation to a flight-only booking, but 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 our website and search under flight only or call our sales team on 0871 474 3000. You can’t add flights to a hotel-only booking, but 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 or App. Depending on the airline you’re travelling with you’ll either be given a price or our amendment team will contact you with a quote within 48 hours.

Adding 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.

Adding transfers - If you wish to book any transfers please visit www.onthebeachtransfers.co.uk or “My Bookings” and then “Add Extras”.

Adding Ryanair priority boarding - If both your Outbound and Inbound flights are with Ryanair, you can add priority boarding via “My Bookings” and clicking “Add In-flights Extras” from the menu. If only one of your flights is with Ryanair, please log into “My Bookings” and send us a message.

**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.**

How can I cancel my booking? - All cancellation requests must be submitted online via the “My Bookings” section of our website or App. Unfortunately, we can’t accept cancellations over the phone.

If the combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations you’ll benefit from all EU rights applying to packages. Package Rights

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.

If the combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations you will benefit from all EU rights applying to packages. Package Rights

Payments

How do I make a payment?

It’s 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 or App 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 that 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 or App.

How do I know when my next payment is due?

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 or app. You can also make additional or overdue payments in your account.

Once a payment has been collected you’ll be alerted via email. Payments will be taken automatically from the payment card given at the time of booking, unless you’ve specified that it should be taken from another card. This will be at around 10pm on the day of the due balance. Payments won’t be collected if you’ve paid in advance of your payment due date.

What if I pay my balance/instalment early?

If you’ve paid in advance the amount due for your next instalment, then our system will recognise this and won’t collect the payment again. If you’ve made a part payment towards your next instalment then the system will only take the outstanding amount due.

How do I check all the payments I have made to date?

You can view your payment schedule including payments made on the “My Bookings” section of our website.

How do I claim my refund?

Once your refund has been processed by our finance team, you’ll receive an email to tell you that it’s ready to be collected. You’ll need to claim your refund via “Refunds” on the "My Bookings" section of our website.

Why have I been charged £4.95 when making a payment?

Each payment made through our deposit scheme includes a £4.95 admin fee. This admin fee is mentioned in the 'Terms of Business' that you agree to when booking.

Flights / Checking in

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

You’ll 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’ll 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.

For further information regarding Visa requirements and the time it takes to obtain the relevant Visas please click here

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. When possible, it’s best to pack liquids in hold luggage, however you can take them in your carry on if 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.

My flight has changed… what do I do?

Airlines plan their flight schedules months in advance, which means that sometimes, changes need to be made.

If your flight times have changed, we’ll 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 need to do is drop us a message via “My Messages” on the "My Bookings" section of our website.

When will I receive my flight tickets?

All of our airlines are now ticketless, so 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.

Ticketless Airlines:

  • Enter Air
  • FlyBe
  • FlyThomascook
  • Norweigian
  • Teleticket
  • TUI
  • 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
  • Thomas Cook - Some fare types require online check-in prior to travel. Please make sure to check the "Flight Summary" section of your booking confirmation paperwork to confirm if this applies to your booking.

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

**Please note failure to check in online could lead to additional charges at the airport**

How can I pre book my seats on the 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 form provided.

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

How can I add Ryanair priority boarding?

If both your Outbound and Inbound flights are with Ryanair, you can add priority boarding via “My Bookings” and selecting “Add In-flight Extras” in the menu. If only one of your flights is with Ryanair, please login into “My Bookings” and send us a message.

Do I need to print return boarding passes for Ryanair?

If you’re travelling with Ryanair for both legs of your flight, you’ll need to check in online for each reference number you’ve been provided with, as each number represents one leg of your flight.

Your online check in details can be found on your booking confirmation, under the flight voucher section. Online check in for Ryanair opens 48 hours - 2 hours 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 60 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?

If you’re travelling with these airlines, you’ll need to check in online. You can do this by logging in onto the airline’s website and printing off your boarding passes. Please, please, please don’t forget your passport!

  • Ryanair
  • EasyJet
  • Jet2
  • Thomas Cook - Some fare types require online check-in prior to travel. Please make sure to check the "Flight Summary" section of your booking confirmation paperwork to confirm if this applies to your booking.

All check-in details can be found on your booking confirmation email on the right hand side of the flight voucher. Log in details are also provided, for the airlines that require you to check in online.

How do I check in for with Ryanair?

If you’re travelling with Ryanair for both legs of your flight you’ll 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 48-2 hours 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. If you download the Ryanair app, you can even check in online by using your smartphone or tablet!

**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.**

How do I check In with Easyjet?

If you’re flying with EasyJet, you need to print your flight boarding passes prior to arrival at the airport. You can check in online with Easyjet 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’ll 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.

**Please note failure to check in online could lead to additional charges at the airport**

How do I check in with Jet2?

If you’re flying with Jet2, you’ll need to check in online and print the boarding passes before arriving at the airport. This can usually be done from up to 28 days before 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 you’re still having issues checking in for your flight, please send us a message via “My Messages” on the “My Bookings” section of our website.

**Please note failure to check in online could lead to additional charges at the airport**

How much hold baggage allowance will I have?

Be sure to check your luggage allowance before arriving at the airport for your outbound flight. The weight allowances for hand and hold luggage vary from airline to airline, so make sure that you know who you’re 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
Aer Lingus 15kg 10kg
Air Malta 23kg 10kg
Balkan 20kg 5kg
British Airways 23kg (90x75x43cm) 23kg (40x30x15cm)
EasyJet 15kg 56x45x25cm
Emirates 15kg 7kg
FlyBe 15kg 10kg
FlyThomasCook 20kg 8kg
Jet2 22kg 10kg
Norwegian Air 20kg 10kg
Olympic 20kg 5kg
Ryanair 10kg or 20kg 10kg (small bag 40x20x25cm)
Teleticket 20kg 5kg
TUI 20kg 10kg (55x40x20cm)
Vueling 20kg 10kg
Wizz Air 20kg 10kg

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

To check this in advance, simply 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

Changes to Ryanair Baggage Policy

As of 01/11/2018 all passengers travelling with Ryanair will be expected to comply with changes to the on-board baggage policy.

Ticket Type Cabin Allowance Hold Allowance
Non-Priority 1 small bag measuring 40x20x25cm (e.g. handbag, laptop bag, small backpack) that can fit under the seat in front of you None
Priority & 2 Cabin Bags/Plus/Flexi/Family 1 small bag measuring 40x20x25cm (e.g. handbag, laptop bag, small backpack) that can fit under the seat in front of you, and 1 carry-on bag measuring 55x40x20cm weighing no more than 10kg* None
*Failure to comply with these regulations will result in a charge of £50 per item at the departure gate.

Emirates Hold Luggage Policy

The default hold luggage allowance per passenger is 15kg but this may be more depending on the fare type booked with Emirates. To confirm or upgrade this, please go to the ‘Manage your booking’ section on www.emirates.com and check the baggage details in the ‘Passenger preferences’ tab.

Tourism tax and Visas

Will there be any resort fees while on holiday?

Some destinations around the world charge a small fee to foreign nationals. Please check to see if your destination is one of the affected.

Balearics Tourist Tax
From 1st July 2016, the Balearic Govt. have charged a sustainable tourism tax on all overnight stays which is payable on arrival in the hotel. From 1st January 2018 this increased to:

  • 5-star & 4-star superior hotels: €4 per day
  • 4-star & 3-star superior hotels: €3 per day
  • 1-star, 2-star & 3-star hotels: €2 per day

Exclusions: Children under the age of 16 are exempt from the tax and long-term holidaymakers may be subject to a 50% discount starting from the ninth day of their stay onwards. There is also a 75% discount in low season between 1st November and 30th April each year.

Catalonia Tourist Tax
The Catalonia region charges a sustainable tourism tax on all overnight stays which will be payable on arrival in the hotel:

  • 5-star hotels: €2.25 per person, per night
  • 4-star hotels: €1.10 per person, per night
  • Apartments, Villas and others: €0.65 per person, per night

Croatia Tourist Tax
The Croatian Govt. charge a sustainable tourism tax on all overnight stays. The price varies by season and is payable to the hotel upon arrival for all guests of over 18 years. At most, the price will be 7 Croatian kuna per day (approximately £0.85 a day).

Exclusions: Children under the age of 12 are exempt from the tax and children aged 12-18 receive 50% discount.

Cuba Tourist Tax
A departure tax of 25 Cuban Pesos (approx. £20) is payable by all visitors upon on departure. Please check with your airline if this cost is included in the cost of your ticket.

Dominican Republic Tourist Tax
A departure tax of $20 USD (approx. £15) is payable by all visitors upon on departure. Please check with your airline if this cost is included in the cost of your ticket.

Dubai Dirham Tourist Tax
In Dubai, hotels charge 'Tourism Dirham Fee' per room per night of occupancy (for a maximum of 30 consecutive nights) ranging from AED 7 to 20 (approximately £1.50 to £4.30) depending on the category/grade of the hotel.

Egypt Tourist Tax
A departure tax of £35 Egyptian Pounds (approx. £1.50) is payable by all visitors upon on departure. Please check with your airline if this cost is included in the cost of your ticket.

Florida Tourist Tax
The Govt. of Florida charges a sustainable tourism tax on all overnight stays in the state. The tax is usually 6% of the room rate per room. There are also taxes on purchases ranging from 6.5-7% on all goods except ‘necessary’ items such as certain foods and medicine.

Greece Tourist Tax
From 1st of January 2018, the Greek Govt. are charging a sustainable tourism tax on all overnight stays which will be payable on arrival in the hotel:

  • 5-star hotels: €4 per room, per night
  • 4-star hotels: €3 per room, per night
  • 3-star hotels: €1.50 per room, per night
  • 1-star & 2-star hotels: €0.50 per room, per night
  • 1-4 key apartments: €0.50 per room, per night

Jamaica Tourist Tax
A departure tax of $35 USD (approximately £25) is payable by all visitors upon on departure. Please check with your airline if this cost is included in the cost of your ticket.

Malta Tourist Tax
From 1st June 2016 an environmental tax of €0.50c per person over the age of 18, per night, will be applicable to all visitors staying in hotels, B&Bs, holiday apartments, hostels, and resorts in the Maltese Islands. This charge is payable upon on arrival at your accommodation and is capped at €5 per person, per stay.

Mexico Tourist Tax
A departure tax of around 1200 Mexican Pesos (approximately £60, $80 or €70) is payable locally by all visitors in cash only.

Morocco Tourist Tax
Customers may be required to pay a tourist tax when staying in Morocco. This is usually between £1-£3 per person per night, and is payable in local currency to the hotel.

Tunisia Tourist Tax
From 1st of January 2018, the Tunisian Govt. are charging a sustainable tourism tax on all overnight stays which will be payable on arrival in the hotel for all guests aged 12 or over:

  • 4 & 5-star hotels: 3 Tunisian Dinars per guest, per night (approximately £0.80)
  • 3-star hotels: 2 Tunisian Dinars per guest, per night (approximately £0.55)
  • 2-star hotels: 1 Tunisian Dinar per guest, per night (approximately £0.30)

Which destinations require a visa to enter?

If you’re travelling to a European Community (EC) country and have a valid UK Passport you won’t require a visa. For all non-UK passport holders, you’ll need to contact the embassy of the country you’re travelling to in advance of travel to discuss your entry requirements.

Cuba British nationals are required to obtain a Cuban Tourist Card prior to travel. Tourist cards can be purchased from the Cuban embassy (based in London) or online in advance.

Egypt British nationals must have an Egyptian visa for £20 payable in GBP, USD, or Euros. These can be purchased at approved bank kiosks within the airport arrival halls, before reaching immigration counters or from the Egyptian Consulate prior to travel.

Turkey From 29/10/2018 all UK passport holders will be required to obtain a £20 e-Visa from the official Republic of Turkey e-Visa website prior to their arrival in Turkey. If you’re a dual national or non-British national, please contact the Turkish Embassy for advice on entry requirements before you travel.

USA British nationals require prior authorisation to enter the United States via an ESTA or the Visa Waiver Programme. Please visit the official VWP/ESTA website to organise your visa ready for travel.

Medication Guidelines for UAE Any personal medicine – including both prescription and over the counter medicines – must meet specific requirements to be taken into the UAE. You need approval from the UAE authorities, which you can apply for using this form . It’s your responsibility to check all requirements before you travel. Visit the UAE Ministry of Health website for more information on the rules, including which medications have restrictions and the documents you may need. To find out more, you can visit the following websites: Ministry of Health travellers’ guidelines User guide

Contact us

I’m currently on holiday and have a problem, what should I do?

If you need assistance when on holiday, you can call our 24/7 in-resort support line. The details for this are on your booking confirmation email. If you have any issues you cannot resolve directly with the hotel, make sure to tell us as soon as possible as we won’t be able to look into it after your holiday.

Between the hours of 7pm to 8am (UK time) the line is dedicated to emergencies only. During this time, you’ll be asked to leave a message with your MYB reference number so we can call you back as soon as possible. If the issue isn’t an emergency, please call after 8am.

How do I contact you?

Before your holiday

Got a question after you’ve booked your holiday? You can get in touch with us by using the messaging service on the “My Bookings” section of the website. If you need to add any extras or make any changes to your booking again you can do this via the “My Bookings” section on the website.

During your holiday

We want our customers to have a wonderful, relaxing time on their holiday. However, if you’re experiencing issues and would like to make a complaint, you should tell a representative of the travel supplier, airline or hotel reception staff immediately. If they’re unable to resolve your issue to your satisfaction then you’ll need to contact our in-resort support team, using the details 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: 08:30 - 20:45
  • Friday: 08:30 - 19:45
  • Saturday: 09:00 - 19:45
  • Sunday: 10:00 - 19:45

Our customer service line is open during the following times:

  • Monday - Friday: 09:00 - 18:30
  • Saturday - Sunday: 09:00 - 17:00

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 reply time of 48 hours and aim to get back to you as quick as we can.

How do I contact you after I return?

We hope you had a fabulous holiday! If you want 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 an agent, 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.

How do I make a complaint?

During your holiday

We always want our customers to have a wonderful, relaxing time on their holiday. However, if you’re experiencing issues and would like to complain, you should immediately tell a representative of the travel supplier, airline or hotel reception staff, whilst you’re abroad. If they’re unable to resolve your issue to your satisfaction you’ll need to then contact our in-resort support team, using the details 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’re not satisfied when you return to the UK, please 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. If you’re making a complaint, make sure to do this in writing - as per ABTA guidelines – including your MYB order reference number and any attachments you have. Your complaint must be sent to customercare@onthebeach.co.uk.

Booking and protection

Is my holiday protected?

Some of the flights and flight-inclusive holidays that we sell on this website are financially protected by the ATOL scheme, but this does not extend to all holidays and travel services booked via On the Beach. Before you book your beach break we’ll make it very clear what sort of protection applies to each holiday or travel service, so you’ve got the information you need to make a decision.

If – after booking – you don’t receive an ATOL certificate then the booking will not be protected. If you do receive an ATOL certificate, but certain parts of the trips are not listed, then these parts of the holiday are not ATOL protected.

What happens with my booking after I pay for my holiday?

Once you’ve placed an order on the On the Beach website, you’ll receive an ‘Order Request’ email, detailing your order summary. At this stage, your order isn’t yet confirmed.

Then, 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’ll get your ‘Booking Confirmation’ email.

If for some reason our system can’t book your holiday, for example due to fluctuating flight prices or hotel availability changing at the last minute, your order will be set to pending.

At this point, we don’t take any money. We’ll call you back to discuss your options; either to 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.

Be reassured, this happens on less than 5% of orders and our team are constantly working to minimise the effect that it has on our customers.

You can read more about this here.

Do I need travel insurance?

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

The policy you choose should meet 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.

ATOL protected holidays?

Don't forget that all On the Beach flight inclusive package 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, or be 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 package holidays are financially protected with ATOL

Over 1.5 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