Our protection promise

Here at On the Beach, we believe in offering you the right protection for your holiday so that you can have the relaxing beach break that you deserve. You can build a holiday that suits your needs and, as all of our flight-inclusive package holidays are fully ATOL protected, you can book with confidence knowing that your money is secure. Plus, with the added protection of our independent trust account, ABTA membership and the Package Travel Regulations you can rest assured that both you and your money are being looked after.

Secure trust account

When you book a package holiday through On the Beach, you can put your mind at ease knowing that your money is secured. We know how important it is to feel confident that your money is safe and being looked after, which is why the money you pay towards your hotel and transfers is stored in an independent trust account.

Our trust account means your money is safe, as it doesn’t allow us to access these particular funds until you return from your holiday. The benefit of this is that, unlike most other travel operators, we don’t spend our customers’ money to run our business, and so if something were to change where we needed to refund your money – we can do so more easily, and always in cash, as opposed to in the form of vouchers.

Although the cost of your flight goes directly to the airline and isn’t kept in the trust account, keeping the two lots of funds separate allows us to act extremely quickly if we need to. All in all, this means you can book your On the Beach holiday with confidence, knowing that your money is safe and secure.

Package Travel Directive

Here at On the Beach, our customers are at the heart of everything we do, and we know how important it is for you to be able to book with confidence. That’s why we want to reassure you that when you book a package holiday with us, you’ll benefit from the Package Travel Regulations - which offer customers protection in several different scenarios.

It’s important that you understand your rights as a customer, and with the Package Travel Regulations you are offered a number of different protections as standard. These include; ensuring all parts of your trip are provided as planned, assistance if you ever find yourself in difficulty whilst you are away and compensation in the event that anything goes wrong. With these Package Travel Regulations in place, you can enjoy peace of mind that you’ll be protected when you need it most.

Complaints process

Submitting a complaint

If you want to submit a formal complaint this has to be sent to our Customer Care team via this form.

Acknowledging a complaint

An acknowledgement will be sent and On the Beach will aim to respond within 28 days.

Responding to a complaint

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

Escalating a complaint

If the matter is still unresolved, and you made your booking on or after 1 December 2025, then you can log your complaint on the ABTA portal.

If you made your booking before 1 December 2025, then you can then refer your complaint to the Citizens Advice Service.

The mediation process

If both parties are still unable to reach an agreement after escalation, then, if you made your booking on or after 1 December 2025, pre-arbitration will be offered through ABTA, where we have 28 days to engage directly with you to try and mediate a resolution.

If you made your booking before 1 December 2025, then arbitration will be offered.

The arbitration process

If you made your booking on or after 1 December 2025 and pre-arbitration fails, then ABTA will automatically offer you arbitration and provide the arbitration form, facilitated through Hunt ADR. The cost to you to submit a claim is £150, which is refunded if the case succeeds.

If you made your booking before 1 December 2025, arbitration will be facilitated by Hunt ADR, 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

An independent arbitrator will look at all the information with regards to the case and make a decision based on the facts presented to them. Judgement is then made accordingly.

ATOL and ABTA FAQs