On the Beach Limited

FAQs and Essential Information

Frequently asked questions

Help Centre

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Help Centre

Our most popular FAQs

How do I check in for my flight?

Checking in with Ryanair

When travelling with Ryanair for both your inbound and outbound flights, you’ll need to check in online for each reference number you have been given, as each number represents one leg of your flight.

Your details for online check in can be found on your booking confirmation, under the flight voucher section. Ryanair's online check in opens 24 hours before each flight is scheduled to depart, unless you purchased pre-allocated seating or a Flexi Plus ticket. If you did purchase one of these the online check in will be available up to 60 days before the departure date of your flight. You can also use the Ryanair smartphone/tablet app to check in! 

Please note: online check in will close 2 hours before each flight is scheduled to depart.

Please see our dedicated Ryanair FAQ page for more information.

Due to new airport health and safety measures, printed boarding passes will no longer be accepted. Please ensure that you are able to present boarding passes for your entire party on a smart device.

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

Checking in with easyJet

You need to check in online between 30 days and 2 hours of your flight departure time when flying with easyJet.

To check in online

Head to www.easyjet.com/en and find “Check in online”, which is located under “Manage Bookings” in the menu at the top. To check in, you’ll need the lead passenger's surname and your easyJet booking reference number.

Please enter the required Advanced Passenger Information and check in as it says on easyJet's website.

Due to new airport health and safety measures, printed boarding passes will no longer be accepted. Please ensure that you are able to present boarding passes for your entire party on a smart device.

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

Checking in with Sun Express

To check in online with Sun Express please go to www.sunexpress.com/reservation/ibe/modify and complete these steps:

  • Click onto the “Tour Operator Bookings” tab.

  • Please fill in your passenger surname, Reference number (On the Beach MYB number) and choose ON THE BEACH as Tour Operator name.

  • Select your ‘From’ Departure airport & ‘To’ arrival airport, enter your departure date and number of passengers.

Checking in with Jet2

You’ll need to check in online when flying with Jet2. This can normally 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 and check in.

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.

Due to new airport health and safety measures, printed boarding passes will no longer be accepted. Please ensure that you are able to present boarding passes for your entire party on a smart device.

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

How do I contact you?

Our customer service team are always happy to help with any of your holiday queries, the fastest way to get in touch with one of our team is to log into your account via the 'My Bookings' section of our website, select the 'Send and Receive Message' option where you will find our live chat. If you are in resort and need to speak with us, please call +44 (0) 333 003 1934.

How do I check my balance/next instalment?

You can check your holiday balance at any time via the 'My Booking' section of our website, once logged select ‘View Payment Schedule’. Here you can view your payment history, your upcoming instalment plan and amounts due and make a payment.

How do I cancel my booking and what will it cost?

If you wish to cancel your booking, please log into your account via the My Booking section of our website.

Once logged in, select the 'Make a Change' option, followed by 'Cancel Booking'. Here you will see a full breakdown of the cost should you wish to cancel your booking.

Cancellation costs are subject to fees from our suppliers:

  • Flights: Flights are non-refundable from the point of booking and therefore the cost of your flights cannot be refunded.

  • Hotel: If you selected a non-refundable room at the time of booking, then we are unable to offer any refund. Some hotels can be cancelled at no charge and some may charge a partial fee depending on how close to your departure date is.

  • Ancillaries: Transfers, Airport Extras and Travel Insurance are all non-refundable from the time of booking.

What is my luggage allowance?

Allowances for hand and hold luggage will vary from airline to airline - your entitlement will be marked on your booking papework. If you need to see this, log in to the My Booking section of our website and select the 'View Paperwork' option.

Can I make a change to my booking?

Using the 'My Booking' section of our website, you can request to make the following changes to your booking:

  • Add in-flight extras such as bags or meals

  • Change a passenger name

  • Correct a spelling mistake

  • Change your departure date

  • Change your hotel, room type or board basis

  • Cancel your holiday

  • Add an additional passenger

  • Request medical assistance


For most of these changes, you can find out the cost implications by logging in to your account. However, for some requests, we may need to contact our suppliers to provide you with a quote. Once we have received your request, we will aim to come back to you within 3 days. As per our terms and conditions, most amendments will occur an administration fee.

Flights/Checking in

What do 'Our Choice' flights mean?

We were a bit ahead of the game with releasing our summer 2024 holidays, and we're still waiting for some airlines to play catch-up. So, we're giving you the chance to book in next summer's holiday already, but with 'our choice' of flights - AKA, you can book now, and once the flight schedules are released, we'll confirm your seats and send all the details over to you as soon as reasonably possible. Everything will be fully confirmed as normal, you just won't know your airline or flight times until a bit further down the line. If you can't wait to book next year's jolly (we're with you), then we might have just answered your holiday prayers. Find all the info and full terms of 'Our Choice' flights here.

When should I arrive at the airport?

We'd advise you to arrive at the airport at least 3 hours before your flight to allow for time for things like passport control, security and bag drop-off. Please also check your relevant airline and airport's specific advice.

We also recommend for you check the Air Travel Checklist.

Will I have to wear a mask in the airport?

Please be aware, you may be required to wear a face mask as you pass through the airport.

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 are the rules on taking items onboard an aircraft and in checked-in baggage?

There are regulations which set out what items you are allowed to take onboard an aircraft and the items you are allowed to carry in your checked-in baggage. These will be set out on your airline’s website, for instance: RyanaireasyJetJet2 and Wizz Air. The requirements are also typically set out in your airline’s conditions of carriage, which will be made available to you to review before you book. You can also read guidance from the Civil Aviation Authority on these rules on its website. You must comply with these rules.

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 flight is cancelled we will contact you as soon as possible, we are working in departure date order to due to the volume of changes we are currently receiving. If your flight is cancelled we will do our very best to source an alternative flight, if there are no alternative flights available your holiday cost will be refunded.

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

  • Freebird

  • Norwegian

  • Nouvelair

  • Teleticket

  • TUI

  • Vueling

Online Check In

For these airlines you will need to check in online via your airline's website. Please remember to bring your passport.

  • Ryanair

  • EasyJet

  • Jet2

Due to new airport health and safety measures, printed boarding passes will no longer be accepted. Please ensure that you are able to present boarding passes for your entire party on a smart device.

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 my boarding passes?

Due to new airport health and safety measures, printed boarding passes will no longer be accepted. Please ensure that you are able to present boarding passes for your entire party on a smart device.

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. Please, please, please don’t forget your passport!

  • Ryanair

  • EasyJet

  • Jet2

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 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 24 hours before each flight is scheduled to depart unless pre-allocated seating or a Flexi Plus ticket was purchased. In this case, online check in will be available up to 60 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, online check in will close 2 hours before each flight is scheduled to depart.

For more information on verifying your Ryanair account, please see our dedicated Ryanair FAQ page.

Due to new airport health and safety measures, printed boarding passes will no longer be accepted. Please ensure that you are able to present boarding passes for your entire party on a smart device.

**Please note that failure to check in online with Ryanair 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 check in online 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.

Due to new airport health and safety measures, printed boarding passes will no longer be accepted. Please ensure that you are able to present boarding passes for your entire party on a smart device.

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

How do I check in with Sun Express?

To check in on line please go to www.sunexpress.com/reservation/ibe/modify and complete the following steps:

  • Click onto the “Tour Operator Bookings” tab.

  • Please fill in your passenger surname, Reference number (On the Beach MYB number) and choose ON THE BEACH as Tour Operator name.

  • Select your ‘From’ Departure airport & ‘To’ arrival airport, enter your departure date and number of passengers.

How do I check in with Jet2?

If you’re flying with Jet2, you’ll need to check in online. 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 and check in.

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.

Due to new airport health and safety measures, printed boarding passes will no longer be accepted. Please ensure that you are able to present boarding passes for your entire party on a smart device.

**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

20/25kg

1x10kg bag (55x40x24cm) & 1 underseat bag (25x33x20cm)

Air Malta

23/32kg

1x10kg bag (40x55x25cm) & 1 underseat bag (40x30x15cm)

British Airways

23/32kg

1x23kg bag (56x45x25cm) & 1 underseat bag (45x36x20cm)

EasyJet

15/23/32kg

1 underseat bag (45x36x20cm)

Emirates

20/25/30/35kg

1x7kg bag (55x38x20cm)

Jet2

22kg

1x10kg bag (56x45x25c) & 1 underseat bag

Pegasus

15/20kg

1 cabin bag (55x40x20cm)

Ryanair

10/20kg

1 underseat bag (25x40x20cm)

Sun Express

20/25/30kg

1x8kg bag (55x40x23cm)

TUI/Thomson

15/20kg

1x10kg bag (55x40x20cm)

Virgin

23kg

1x10kg bag

Vueling

15/20kg

1 underseat bag (40x30x20cm)

Wizz Air

10/20/32kg

1 underseat bag (40x30x20cm)

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.

*Failure to comply with these regulations will result in a charge of £50 per item at the departure gate.

Changes to Easyjet Baggage Policy

As of 10/02/2021 all passengers travelling with Easyjet will be expected to comply with changes to the on-board baggage policy.

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.

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: 09:00 - 20:45

  • Friday - Saturday: 09:00 - 19:45

  • Sunday: 10:00 - 18:45

  • Bank holidays: 09:00 - 16:45

Our customer service line is open during the following times:

  • Monday - Saturday: 09:00 - 16:00

  • Sunday - Closed

Our live chat service within CMYB is available during the following times:

  • Monday - Friday: 08:00 - 18:30

  • Saturday & Sunday - 09:00 - 17:00

Please note that - despite our limited phone line and live chat opening hours - we are working 8am - 6pm, 7 days a week, responding to messages and handling requests to make changes to bookings.

I've 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 TrustpilotFeefo 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 wish to make a complaint, you can do so by completing this form.

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.

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.

Do I need any additional documentation to travel?

Please be aware that all passengers travelling to Spain need to complete a passenger locator and health declaration form. You will be required to provide the completed form upon arrival. You can download and print the form here. From 1st August 2020, passengers will additionally need to download the Spain Health Travel app, enter your personal information and present a QR code to be able to enter the country. To download the app, search 'SPTH' in the Apple app store or Google Play store.

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.

Due to new airport health and safety measures, printed boarding passes will no longer be accepted. Please ensure that you are able to present boarding passes for your entire party on a smart device.

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 quickly though, as you can’t complete your holiday checklist if you’re within 7 days of travel.

Making changes to my booking

Once I request a change to my booking, how long will it take to be actioned?

We are currently dealing with a high volume of change requests, therefore our teams are working in order of departure date to prioritise customers who are due to travel the soonest. Here’s a guide to when your request will be responded to:

  • Departure date 0-14 days - Expected response time is within the next 7 days

  • Departure date 15-30 days - Expected response time is within the next 14 days

  • Departure date 31 days+ - Expected response time is within the next 30 days

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, which can be found in the “My Bookings” section of our website or App. For response times please refer to the section titled 'Once I request a change to my booking, how long will it take to be actioned?'

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


Making changes to your booking directly through your airline

Inflight extras – If you’re travelling with Easyjet, Ryanair, Jet2 or TUI, you can add inflight extras directly via your airline’s website using the information provided in your booking summary. This means that you won’t have to wait for our teams to action your request, and there’s no On the Beach admin fee.

Correcting a spelling error – If you’re travelling with Ryanair, Jet2 or TUI, you can update this information directly via your airline’s website using the information provided in your booking summary. This means that you won’t have to wait for our teams to action your request, and we won’t need to update this in our systems if your airline already has the correct details.


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 as soon as possible. Please note we are working through requests in departure date order. Please see below for current timings. 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 as soon as we can. 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”. Please note we are working through requests in departure date order. Please see below for current timings.

Adding passengers - After you add a passenger onto your holiday via “My Bookings”, we’ll try to come back to you as soon as we can. 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”. Please note we are working through requests in departure date order. Please see below for current timings.

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 0161 509 3700. 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 0161 509 3700. 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 as soon as possible. Please note we are working through requests in departure date order. Please see below for current timings.

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.

Current request response times are as follows:

  • Departure date 0-14 days - Expected response time is within the next 7 days

  • Departure date 15-30 days - Expected response time is within the next 14 days

  • Departure date 31 days+ - Expected response time is within the next 30 days

**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.**

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. Take a look at the Package Rights here.

Passports, tourism tax, visas & local requirements

My passport is due to expire soon - can I still travel?

You will require a valid passport to be able to travel, and many destinations will require between 3 and 6 months validity, so it is important to know when yours is in need of renewing. Check passport requirements for your chosen destination and make sure yours is OK to travel.

Since the UK left the European Union, the rules for anyone travelling to Europe from the UK have changed, and it's important that you know what is required of you:

  1. Your passport must have been issued within the last 10 years.

  2. You will need a passport that is valid for at least 3 months AFTER the date you intend to leave the country you are visiting.

These conditions are independent of each other. For example, you would be allowed to travel to Europe on 1 January 2022 with a passport that was issued on 2 January 2012, with an expiry date of 1 July 2022, and stay there until 31 March 2022.

Please be aware that passport renewals are taking longer than usual due to the increased demand for holidays. Don't get caught out and - if needed - make sure you've started the renewal process well in advance of your holiday.

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
The Balearic Govt. charge 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 person, per day

  • 4-star & 3-star superior hotels: €3 per person, per day

  • 1-star, 2-star & 3-star hotels: €2 per person, 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.

Barbados Tourist Tax
Barbados has introduced a sustainable tourism tax on all overnight stays which will be payable on arrival at the hotel. The rate is between £1.90-£7.60 per room, per night.

A departure tax of 55 Barbadian Dollars applies for passengers aged 2+ leaving Barbados. From October 1st 2018, an additional fee has been added, whereby passengers outside of the Caribbean region pay 70 Barbadian Dollars per person, and those flying within the Caribbean pay 35 Barbadian Dollars per person. Please check with your airline provider if the cost is included with the price of the ticket.

Bulgaria Tourist Tax
Bulgaria charges an overnight tax which varies depending on location and accommodation type. The rate ranges from 0.2 Bulgarian Lev to 3 Bulgarian Lev, per night.

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, grand luxe hotels: €3.00 per person, per night

  • 4-star hotels, superior 4-star hotels: €1.20 per person, per night

  • Hotels with 3-stars or less and youth hostels: €0.60 per person, per night

The city of Barcelona levies higher tourist taxes, plus an additional city tax:

  • 5-star hotels, grand luxe hotels: €3.50 per person, per night + city tax of €1.75 per person, per night

  • 4-star hotels, superior 4-star hotels: €1.70 per person, per night + city tax of €1.75 per person, per night

  • Hotels with 3-stars or less and youth hostels: €1.00 per person, per night + city tax of €1.75 per person, per night

Additional information: Children aged 16 or younger are exempt from the tourist tax. The tax is subject to a 10% VAT charge. The tax is charged only for the first seven nights of your stay, in the same accommodation over a continuous period. If staying in more than one establishment during any visit to this region, you will be charged tax for the first seven nights in each accommodation.

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
An environmental tax of €0.50c per person over the age of 18, per night, is applicable to all visitors staying in hotels, B&Bs, holiday apartments, hostels, and resorts in the Maltese Islands. This charge is payable upon 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. In the Riviera Maya region, a sustainable tourist tax of $28.87 Mexican Pesos per guest, per night is applicable from 01/03/2022. This must be paid directly to the hotel upon check-in.

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.

St Lucia Tourist Tax
From 1 December 2020, visitors to Saint Lucia will be charged a tourism tax based on a nightly rate of $3 (US) per person on hotels priced up to $120 (US) per night, and a nightly rate of $6 (US) per person on hotels priced over $120 (US). Guests aged 12-17 will only need to pay half of this tax.

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 Please note that as of March 2nd 2020 British tourists will no longer be required to obtain a visa to visit Turkey. For anyone planning to travel to Turkey prior to this date, will still be required and can be obtained online through the Turkish Government website. For more information please see (https://www.gov.uk/foreign-travel-advice/turkey)

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

Do I need to wear a mask on holiday?

Please be aware that, in most destinations, face masks are mandatory on public transport. Local restrictions vary from destination to destination. Please ensure you have checked the FCO website for the latest up to date information.

Booking & 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. Please see our terms and conditions for more information about financial protection.

Coronavirus information

We are closely monitoring the ongoing Covid-19 (Coronavirus) situation. We appreciate you may have some concerns about your holiday - please see our Coronavirus FAQs page for further information.

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.

If you have an On the Beach travel insurance policy please see our dedicated FAQs page for a complete breakdown of your coverage.

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.

What are my rights and responsibilities as an air passenger?

You can find more information on your rights and responsibilities as an air passenger here.

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.

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.

Please note, that certain destinations and hotels will require you to adhere to local rules and restrictions in order to be permitted entry. Criteria could range from undertaking a COVID-19 test (often at your own expense), to self-monitoring via a regional track and trace app, to agreeing to a period of self-isolation if necessary.

Failure to comply could mean that you are refused admission unless – or until – you meet the necessary requirements.

As an On the Beach customer, it is your individual responsibility to adhere to and comply with local restrictions at all times. Further information relating to Covid-specific entry requirements and your obligations as a passenger can be found in our terms and conditions here.

Group Bookings

How do I make a group booking?

For groups of 9 or more people please telephone our sales team on 0871 474 3000 and we will happy to assist you with your booking.

Is there a discount for travelling as a group?

Our hotel and flight prices are set by suppliers and airlines themselves, therefore we are unable to guarantee any specific discount for travelling as a group. However, if you contact our sales team on 0871 474 3000 we will help you to find the best deal for you and your party.

ABTA

Is On the Beach a member of ABTA?

No. On the Beach is not a member of ABTA. On the Beach package holidays continue to be financially protected by the ATOL scheme and our ring-fenced trust account. ATOL protection doesn't apply to any other travel services listed on this website.

For more information about your protection when booking with On the Beach please see our protection promise page.

Does this affect customers?

All of our flight-inclusive package holiday customers continue to be protected by the ATOL scheme and all of our customers’ hotel and transfer monies in relation to such packages are secured in a regulated, ring-fenced trust account. ATOL protection doesn't apply to any other travel services listed on this website.

ABTA is an industry body that offers advice and guidance for members. ABTA isn’t a regulator and membership isn’t mandatory. Its cancellation and refund guidance no longer reflects the current Covid-19 environment that we and other travel businesses are operating in.

What protection does On the Beach offer?

All of our flight-inclusive package holiday customers continue to be protected by the ATOL scheme and all of our customers’ hotel and transfer monies in relation to such packages are secured in a regulated, ring-fenced trust account.

For more information about your protection when booking with On the Beach please see our protection promise page.

What is the regulated, ring-fenced trust account?

Unlike most of our competitors, when a customer books a flight-inclusive package with On the Beach, their hotel and transfer money goes directly to a regulated, ring-fenced trust account, which we’re unable to access until they return from their holiday. This means that we don’t spend that money running our business, so if something does go wrong and we need to process a refund, we can do so easily and quickly in cash rather than with credit notes or vouchers.

Do On the Beach still follow a code of conduct?

We haven’t changed. We’re still the same customer-focused beach experts that we’ve always been. We’ve followed ABTA’s code of conduct since we joined in 2004, and we have no plans to change any of our policies. Our customers are still protected by the Package Travel Regulations, which ABTA’s general guidance is largely based on, and we will continue to offer great customer service by following this good practice.

We still have the same level of Financial Protection in place through ATOL and IPP, as well as our ring-fenced, regulated trust account - more information can be found on our book with confidence page.

How do I make a complaint without ABTA?

We always want holidaymakers to enjoy their perfect holiday with On the Beach, but if for any reason you're not happy with our or our partners' services, our complaints process is largely unchanged. Customers can now refer their complaint to the European Online Dispute Resolution Service rather than ABTA, and escalations will be handled no differently.

We've detailed this process below:

Submitting a complaint

While we were ABTA members

If you wanted to submit a formal complaint this had to be sent through customercare@onthebeach.co.uk.

Now that we are not ABTA members

If you want to submit a formal complaint this has to be sent to customercare@onthebeach.co.uk.

Acknowledging a complaint

While we were ABTA members

An acknowledgement would be sent and On the Beach would aim to respond within 28 days (recently extended to 56 by ABTA because of the COVID-19 pandemic.)

Now that we are not ABTA members

An acknowledgement will be sent and On the Beach will aim to respond within 28 days (currently 56 due to the COVID-19 pandemic).

Responding to a complaint

While we were ABTA members

If, after two or more responses, the complaint was not resolved, it is referred to a senior member of the Feedback team to review and offer a final response.

Now that we are not ABTA members

If, after two or more responses, the complaint is not resolved, it is then referred to a senior member of the Feedback team to review and offer a final response.

Escalating a complaint

While we were ABTA members

If the matter is still unresolved, you can then log your complaint on the ABTA portal.

Now that we are not ABTA members

If the matter is still unresolved, you can then refer your complaint to the European Online Dispute Resolution Service.

The mediation process

While we were ABTA members

If through the portal both parties were still unable to reach an agreement, then pre-arbitration would be offered where we have 28 days to engage directly with you to try and mediate a resolution.

Now that we are not ABTA members

If through the portal we are still unable to reach an agreement then arbitration will be offered.

The arbitration process

While we were ABTA members

If pre-arbitration fails, then ABTA would automatically offer you arbitration and provide the arbitration form, facilitated through Hunt ADR. The cost to you to submit a claim is £108, which is refunded if the case succeeds.

Now that we are not ABTA members

Arbitration is facilitated by Hunt ADR which is the same company that ABTA used, the cost to you for using arbitration is set by On the Beach however we have opted to keep it the same as if you were referred from ABTA and the fee will be returned if your claim succeeds.

Making a decision

While we were ABTA members

Hunt ADR facilitate the arbitration and an independent arbitrator will look at all the information with regard to the case and make a decision based on the facts presented to them. Judgement is then made accordingly.

Now that we are not ABTA members

Hunt ADR facilitate the arbitration and an independent arbitrator will look at all the information with regard to the case and make a decision based on the facts presented to them. Judgement is then made accordingly.



Setting up my account

How do I create my On the Beach account?

Once you make a booking with us, you will need to create your account, which will allow you to check your holiday details, request changes and do many other things relevant to your booking. To set up your account, please follow these steps:

  1. Create an account by using the email you used to book your holiday and following the steps on the screen, filling in the relevant fields

  2. You will then receive a confirmation email. Click 'confirm account' on the email sent

  3. You will now be able to log in to your account and manage your booking

What do I do if I have forgotten my password?

If you have set up your account using the email you booked your holiday with but can't access your account, you can use the 'Forgotten Password' button to reset your password. To do this, please follow the below steps:

  1. Click 'forgotten password'

  2. Head to your email where you will find an email with a link to reset your password (click this button once as clicking it multiple times could lock your account)

  3. Once the page has loaded from the email link, you can then reset your password

  4. Log into your account