Agency
Banned Airlines
Changes by us or the supplier
Change of Passenger
Descriptions
Disruptive behaviour
Events beyond a supplier’s control
Financial Difficulty
Flights
Group Bookings
Health & Safety
Hotel Booking Procedure
Hotel Special Requests
Luggage & Flight Extras
Non-refundable rooms
Our Choice Flights
Package Holidays
Passenger Requirements
Ratings
Refunds
Ryanair Seating Reservations
Scheduled Flights
SmartBook
Split Tickets
Supplier
Taxes
Transfers
Travel Insurance
When we arrange your holiday, we’ll usually act on the supplier’s behalf (e.g. the hotel). However, for most flight bookings including Easyjet, Jet2, Ryanair, Wizz Air and TUI flights, we’ll act as your agent to source and book the flights on your behalf. For other airlines, we’ll act as the supplier’s agent (e.g. charter flights). We’ll never act as agent for both you and the supplier in respect of the same services.
To keep you safe, several airlines have been banned from operating in European and UK airspace. The Civil Aviation Authority have a list of banned airlines which you can read.
Examples of what would be considered an ‘Insignificant Change’ include:
A change of accommodation, where the alternative offered is of the same or better standard, has the same main features, and is in the same location.
Changes to the services available at your accommodation, unless this is a major change to one of the main features of your accommodation.
Alteration of your outward/return flights by less than 12 hours.
Changes to carriers (such as airlines) and changes to aircraft or vehicle type.
Examples of what would be considered a ‘Significant Change’ include:
A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
A change of outward departure time or overall length of your holiday by more than 12 hours.
A change of UK departure airport except between:
The London airports: Gatwick, Heathrow, Luton, Stansted, London City and Southend
The South Coast airports: Southampton, Bournemouth and Exeter
The South Western airports: Cardiff and Bristol
The Midlands airports: Birmingham and East Midlands
The Northern airports: Liverpool, Manchester and Leeds Bradford
The North Eastern airports: Newcastle and Teesside
The Scottish airports: Edinburgh, Glasgow, Prestwick and Aberdeen
A significant change to your itinerary, missing out one or more destinations entirely.
You can change a member of your party’s place to someone else as long as you have:
notified us of the transfer no less than 7 days before departure; and
paid any outstanding balance payment, amendment fees or other costs for the change.
Both you and the new passenger are then responsible for making all further payments required under the booking.
The descriptions and content on our website, emails and social media channels simply present a general idea of the services provided by the supplier. All services are subject to availability. Some of the hotel and destination landing pages on our website have been partially written by, or supplemented with assistance from, AI content generation tools.
Disruptive behaviour includes being threatening or abusive, damaging property, causing distress, danger, annoyance to any other traveller or third party or causing a delay or diversion to transport.
Examples of events beyond your or our control include:
warfare, acts of terrorism (and threat of) and civil unrest;
significant risks to human health such as the outbreak of serious disease at your destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to or stay at your destination;
industrial dispute, labour strikes;
natural or nuclear disaster, fire, chemical or biological disaster;
unavoidable technical problems with transport or, air traffic control strikes;
and all similar events outside of yours or our control.
If you’re unable to return due to an event outside of yours or our control’s control, we’ll provide you with similar (where possible) accommodation for a maximum of 3 nights. This limit doesn’t apply to those with reduced mobility, pregnant women, unaccompanied minors or to those requiring specific medical assistance provided we’ve been notified of these particular needs at least 48 hours before the start date of your holiday.
If you’re struggling financially and can’t pay on time, please contact us as soon as possible so that we can try and help you. There’s also a good online resource with information on debt and mental health on the National Debtline website.
Flight times are provisional and subject to change, so be sure to double check on your airline’s website or app in the lead-up to your flight. Check-in procedures and your flight reference number are included in your booking confirmation email. Some airlines require you to check in online, so make sure you’ve done this otherwise you may have to pay a fee at the airport.
If you’re popular enough that you’re booking for 10 or more people, please contact us so we can make sure that your flights and hotel can accommodate such a large booking. If you make separate bookings online, you run the risk of some people having their bookings confirmed and others unable to get a seat on the plane. FYI, we can’t cancel any already-confirmed bookings without cancellation charges being applied.
We all let our guard down a bit on holiday, but staying safe and healthy is as important abroad as it is back home. We’ve collected our travel advice into our handy Health and Safety Hub so you can protect yourself and your peace of mind as much as possible, all the way to the beach and back.
If your flight lands at your destination before 7am, your room will be ready and waiting for you. If your flight lands after 7am, you won’t be able to access your room until the hotel’s check in time later that day, so make sure you have a plan! You’ll usually need to check-out of your room by 12 noon on the day before a night flight home or on the departure date for an evening flight. Most hotels provide a late checkout option or will store luggage for you, some even will let you use the facilities after you’ve checked out. Find out what’s what at the start of your stay, and check if there are any costs involved.
Please notify us of any special requests via ‘My Bookings’. While we can’t guarantee that all requests will be granted, we’ll make sure they’re passed on to the supplier.
Insolvency Protection
Our Legal team have told us we need to include the below (quite boring, but very important) paragraphs:
If you purchase a flight inclusive package, you’ll be financially protected by way of the ATOL scheme operated by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR. On the Beach Limited is an Accredited Body Member of On the Beach Travel Limited (ATOL number 11549).
Your Financial Protection. When you buy an ATOL protected flight or flight inclusive package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
ATOL protection does not apply to all holidays and travel services listed on our website. Our website will provide you with information on the protection that applies in the case of each holiday and travel service offered before you make your booking. If you do not receive an ATOL certificate then the booking will not be ATOL protected. If you do receive an ATOL certificate but all of the parts of your trip are not listed on it, those parts will not be ATOL protected. ATOL protection costs £2.50 per person which we’ll pay to the CAA as part of the ATOL Protection Contribution (APC) and will be included in the price of your holiday. For more information, visit the Civil Aviation Authority's page on ATOL Protection.
International Conventions
There are international conventions that may limit the amount of compensation payable by our suppliers in certain circumstances. The extent of our liability to you will be limited as if we were the supplier and as if the limitations applied directly to us.
These conventions include the Montreal Convention (and all earlier conventions) which relates to international travel by air, the Athens Convention which relates to travel by sea and the Paris Convention which relates to hotel stays.
To the extent that you have a right to claim against an airline under the Denied Boarding Regulation 2004, you won’t be able to claim against us in respect of the same loss.
Liability
We don’t exclude or limit our liability for death or personal injury arising as a result of our negligence. For everything else, our maximum liability is up to three times the price paid by or on behalf of the person affected.
We won’t be responsible:
for any injury, illness, death, loss, damage, expense, cost or any other claims if it’s your fault, caused by a third party or due to an event beyond our or our supplier’s control;
for any unforeseeable damage, loss or expense or where such damage, loss or expense relates to any business; or
for any liability arising outside of your package holiday.
All airlines include a standard hand luggage allowance, which may differ between airlines (it’s usually between 5kg and 10kg). Hand luggage must be no larger than the dimensions allowed by the airline (check their website for specifics!)
For some airlines, hold luggage is an optional extra. If you’ve chosen an airline where this isn’t included, you can purchase hold luggage at the time of booking. The hold luggage allowance may differ between airlines and the allowance you’re entitled to will be shown in the airline booking conditions at the bottom of your documentation. (Please double check this before you pack, as you don’t want to be hit with any unexpected fees at the airport!)
Most flights don’t include in-flight meals. Any extras such as bags and meals added at the time of booking can’t be removed, cancelled or refunded.
You can't amend bookings with non-refundable rooms and - if you cancel - you won't be entitled to a refund. The clue’s in the name.
We offer some package holidays for sale before we can book an appropriate flight. This occurs where the airline hasn’t released for booking all the flights we expect them to (Our Choice Flight). Our Choice Flights will be made clear to you at the time of booking.
Flights expected to operate in the morning will be given a generic flight time of 10am and flights expected to operate in the afternoon or evening will be given a generic flight time of 4pm. These flight times are an indication only and actual flight times may vary but this won’t affect the price of your holiday.
If your booking includes an Our Choice Flight, we’ll book the flight as soon as reasonably possible after the flights have been released. The airline and flight is at our discretion and you’ll be bound by the airline’s terms and conditions which will be made available to you.
We’ll provide you with an updated booking confirmation with details of your flight and ATOL Certificate as soon as reasonably possible after the airline accepts the booking and no later than 3 months before your departure date.
If we can’t book an Our Choice Flight, we’ll cancel your booking without charge and provide you with a full refund of any payments made towards your holiday. We’re not liable for any compensation, losses, costs, expenses or damages you may incur if your booking is cancelled because we’re unable to book an Our Choice Flight for you.
A package is a booking of at least 2 or more of the following travel services for the same holiday:
flights;
accommodation;
rental of cars, motor vehicles or motorcycles; or
an other tourist service.
If you’ve booked a package (see your booking confirmation or booking details via ‘My Bookings’), you’ll have additional protections under the Package Travel and Linked Travel Arrangements Regulations 2018. A summary of your rights can be found on our Package Travel Rights page page.
We can only provide general information about passport, visa, health and immigration requirements. You’ll need to check the requirements for your own specific circumstances before you travel.
Most countries require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you’re visiting. For further information contact the Passport Office on 0300 222 0000 or visit the UK Passport Office website.
Special conditions apply for travel to the USA, and all passengers must have individual machine readable passports. Please check the USA Embassy Website for details.
Non-British passport holders, including other EU nationals, should obtain up-to-date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you’re travelling.
For European holidays, you should have a European Health Insurance Card (EHIC) or a UK Global Health Insurance Card (GHIC) (which replaces the EHIC). If you already have an EHIC don’t worry, you don’t need to apply for a GHIC and can still use your EHIC until it expires. If you don’t have an EHIC or it’s expired, you can apply for a GHIC. For more information and to apply for GHIC visit the NHS healthcare cover abroad web page.
The Foreign Commonwealth and Development Office issues foreign travel advice. You’re responsible for checking this advice and the safety of any countries or areas you’re travelling to before you travel.
We’re not responsible if you can’t travel or for any other loss if you fail to comply with these requirements.
Ratings are intended to give a guide to the services and facilities you should expect from your accommodation but are not a guarantee. Ratings are provided by the relevant supplier or are our own average ratings based on our industry knowledge and customer feedback. Standards and ratings may vary between countries and suppliers.
Any refund must be requested via “My Bookings” and where approved will be made available to you within 14 days of the request. Refunds will be made back to the card(s) used to pay. Please contact our customer service department if your bank account has been closed or the refund is unsuccessful.
Restricted Items
There’s restrictions on what items you can pack in your checked-in baggage and take onboard an aircraft. These can be found on your airline’s website (e.g. Ryanair, easyJet, Jet2 and Wizz Air) or are in your airline’s conditions of carriage, made available to you before you book. The Civil Aviation Authority (CAA) also has guidance on these rules on its website.
Ryanair have a mandatory seat reservation policy for parties travelling with children under 12 (excluding infants) on the date of travel. For every 4 children (or less), 1 adult must have a reserved seat which costs between £6 and £10. The children will be allocated a reserved seat at no extra cost.
You must book a single seat reservation for 1 adult in a party if you are travelling with up to 4 children. Parties with more than 4 children will require additional seat reservations (as applicable).
We offer scheduled flights from all major airlines. Some flights may be indirect and fly via other airports, full details of any flight stopovers will be made clear at the time of booking. Many scheduled flights are non-amendable and non-refundable.
Where you place an order for with us for a package holiday and then book your own flight(s) for that holiday directly with the airline.
Where your booking includes multiple airlines, different UK airports for outbound and inbound flights (e.g. fly out of Manchester and fly into Liverpool) and/or 2 x one-way flights, we’ll make 2 separate flight bookings. We may also book a return flight (same airline, same route) as 2 one-way flights.
You’ll see 2 flight vouchers displayed on your paperwork, 2 flight references and at times 2 separate airline booking conditions. This doesn’t affect your travel arrangements in any way. You just need to use the correct voucher to check-in for each journey.
A supplier is a third-party organisation who provides the travel and accommodation services to you. Examples of suppliers are hotels, airlines and taxi/shuttle bus companies.
Local authorities in certain countries may impose additional taxes (tourist tax etc) which must be paid locally (e.g. at the hotel). You’re responsible for paying such taxes.
Unless you’ve added transfers to your booking or your booking includes free transfers, transfers to/from the airport and your accommodation are not included.
We strongly advise you and anyone travelling obtains travel insurance which covers against: any Covid-19 issues; incidents which affect your booking; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and any other expenses. Please ensure your insurance covers any activities booked such as diving/extreme sports/adventure travel. If you choose to travel without adequate insurance, we nor any supplier will be liable to you for any losses for which insurance cover would have been available.
Any travel insurance booked through us will not be part of your package. Any insurance premiums paid are non-refundable.