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 Open: 8.30am - 10.30pm Monday - Friday,9am - 9pm Saturday & Sunday 
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FAQs
To ensure we can offer the most efficient service to our customers we do not accept general enquires to our After Sales Department. If you have not booked yet then please check our FAQs page where the answers to many of our most frequently asked questions can be found. If you cannot find the answers you need please call our sales team on 0871 911 0202.
If you have just placed an on line order and wish to check its status, then please log into the manage your booking section. If you have a question regarding a pending on line order please call our sales team on 0871 911 0201 and ask to speak to the on line team.
If you have a confirmed booking and wish to speak to us about it then please first check our FAQs to ensure the answer to your query is not there, or log into the manage your booking section of our website where you will find contact details for our After Sales Departments.
Click on a topic to view the most frequently asked questions
Flight information
For more detailed information on directions, parking, facilities and terminal layout at all UK airports. Please choose your departure airport from the list below.
- When will I receive my flight tickets and how can I check if they have been sent to me?
- What if my airline issues e-tickets?
- I have not received my flight tickets - what should I do?
- What is involved with a Ticket On Departure?
- Why do my flight tickets not show my hotel voucher details?
- I am unsure which terminal my flight departs from. Where should I go to?
- What time do I need to arrive at the airport?
- How can I arrange seating on the plane?
- Are flight meals included?
- What is my baggage allowance?
- Why have I not received any luggage labels?
- What happens if my flight is delayed?
- Should I confirm my flight times before travel?
When will I receive my flight tickets and how can I check if they have been sent to me?
Most bookings made within 14 days (21 days in high season) of travel will be a ticket on departure (you will collect your tickets from the flight operators desk at the airport). Where tickets are to be posted to you prior to travel they will usually be sent out 5-10 days prior. All flight tickets that arrive at our offices from the airlines are forwarded on to customers that day. We apologise if yours do not arrive in time to be posted, however On The Beach Limited has no direct control over when the airlines print and send their flight tickets on to us.
What if my airline issues e-tickets?
Generally the same rules as above apply for e-tickets, however your e-tickets will be sent to you via e-mail to the address we hold on record for you. If you have not received your e-tickets within 5 days of travel then please e-mail us, log into the manage your booking section of our website where you will find contact details for our ticketing department.
I have not received my flight tickets - what should I do?
It is common for flight tickets to arrive no more than 7 days prior to travel. If you have not received them 5 days prior to travel then please-mail us, log into the manage your booking section of our website where you will find contact details for our ticketing department.
We will contact the airline to arrange a ticket on departure (this will of course not be charged to you). You will then simply follow the procedure as if your booking had always been a ticket on departure and visit the tour operator desk at the airport and collect the tickets with your reference number (provided on your paperwork or by our ticketing department).
What is involved with Ticket On Departure?
Ticket On Departure (TOD) normally means that you have booked at short notice and rather than rely on the postal service to make sure you receive your tickets you simply collect them using the supplied voucher/reference number at the relevant ticket desk of your departure airport. The collection details will be provided on your paperwork and in general will be from the flight operators desk in the terminal building at your departure airport. In some cases tour operators use airport agencies to distribute their tickets at the airport in which case you will need to go to the relevant agency desk at the airport. If you have any problems with this then please see the information desk at the airport and tell them which flight operators you are flying with.
What happens with flight tickets if I have booked a Low Cost / No Frills flight?
We will not send you tickets for no-frills / low cost carriers all you need to take to the airport is your confirmation email, or postal receipt which was sent to you shortly after your booking was confirmed. If you no longer have this then you will need to contact the airline in question directly on the details provided on the Low Cost Flight section of our FAQ,s
Why do my flight tickets not show my hotel voucher details?
Almost all flights booked through On The Beach Limited are booked with airlines on a flight/seat only basis. What this means is that your flights are not booked with the company providing your accommodation. Therefore the airline will not hold details of your accommodation arrangements. These are displayed separately on page 3 of your booking summary. Should you have flights booked with a tour operator that also offers accommodation then on their tickets, where they would usually display any accommodation booked with them, it may state FLIGHT ONLY or other such text. To confirm exactly who your accommodation is booked with please refer to page 3 of your booking summary.
I am unsure which terminal my flight departs from. Where should I go to?
Please return to the top of this section and scroll down the airport list, every airlines departure information is listed on the relevant airports website. Should you not be able to find the information you require then please e-mail us, log into the manage your booking section of our website where you will find contact details for our ticketing department.
What time do I need to arrive at the airport?
In general airlines recommend that passengers check in for their flights at least two hours prior to the stated flight time. Passengers collecting their tickets at the airport (Ticket On Departure) should allow extra time for the collection of their tickets.
How can I arrange seating on the plane?
Unless you have booked and paid for pre booked seating the airlines can give no guarantee that your party will be seated together. They will however always endeavour to seat everyone under the same reference number together. Should you want us to try to arrange pre booked seats for you, or should you have any other type of seating request please visit the manage your booking section of our website and use the add in flight extras page.
Are flight meals included?
Many airlines no longer offer in flight meals as standard. Where these are included it will be clearly marked on your flight tickets or paperwork. Where we are able to offer you the option to add meals to your booking then we will do so. Should you wish us to add in flight meals to your booking, providing time permits and there is availability, we can do this for £15 per person plus an On the Beach Limited service charge. Please visit the manage your booking section of the site and use the add in flight extras page. Please note most airlines will offer a pay on board trolley service.
What is my baggage allowance?
All airlines have a standard baggage allowance which is included in our online prices. For some airlines this is only a 5kg-10kg piece of hold luggage for others it may be 20kgs hold luggage and 5kgs hand luggage. For some airlines it is 15kgs hold luggage and 5kgs hand luggage. It can vary greatly and what allowance you are entitled to will show in the booking conditions of your airline. In some cases certain charter and No Frills airlines may charge to check in hold baggage. Where this is the case you will be offered the option to add this to your booking. Please note On The Beach Limited does not set luggage allowances and has no control over what individual airlines will allow. For further information on your airlines policy please refer to your airlines booking terms and conditions available on your booking summary. If you would like to add hold bags to a booking you previously declined them on, or if you would like to increase your luggage allowance, where available, then please visit the manage your booking section of the site and use the add in flight extras page.
Why have I not received any luggage labels?
If you have not received your On the Beach luggage labels then please log into the manage your booking section of our website where you will find contact details for our ticketing department drop us an e-mail and we will send some on to you.
What happens if my flight is delayed?
If the flights are delayed by a few hours then remain at the airport and listen for information (or look on the screens) regarding the estimated departure time. If the flights are delayed by more than a few hours most (but not all) airlines will offer a voucher or similar for food and drinks in one of the airport restaurants. If the flights are delayed by more than 12 hours and you have insurance you will usually be able to make a claim please refer to your individual insurance policy for more details. Please note On The Beach Holidays has no direct control over how airlines operate their services during difficult situations such as flight delays all the information regarding your delay must be obtained directly from the airline in question or their representatives at the airport or in resort.
Should I confirm my flight times before travel?
Yes flight times should be confirmed direct with the airline concerned 24-48 hrs prior to departure from the UK and whilst in resort. Direct contact details for your airline can be found on your flight tickets.
Low Cost Flight Bookings
- What happens with flight tickets if I have booked a Low Cost / No Frills flight?
- Luggage allowance on low cost flights
- Do I need to provide additional passenger information when travelling to Spain?
What happens with flight tickets if I have booked a Low Cost / No Frills flight?
We will not send you flight tickets for no-frills / low cost carriers all you need to take to the airport is your confirmation email which was sent to you shortly after your booking was confirmed. If you no longer have this then please log into the manage your booking section of our website where you will find contact details for our ticketing department drop us an e-mail and we will send another copy on to you.
Luggage allowance on low cost flights
Many low cost/no frills airlines charge to check in hold baggage. Where this is the case you will be offered the option to add this to your booking.
Do I need to provide additional passenger information when travelling to Spain?
When booking with certain low cost airlines you are required to give some additional passenger information when travelling to Spain and its islands. Where this is required we will ask you to send us this information via our manage your booking section. Just log in and if it is required for your booking there will be a page to fill out.
Hotel information
You can view any of our hotels at any time by typing the name of your chosen hotel into the search bar on the top right hand side of our home page www.otbeach.com
- Where can I find and what do I do with the hotel voucher?
- Can I change my hotel after it is booked?
- Who do I contact if I have a problem in resort?
- My return flight is in the evening/early morning, can I request a late checkout?
- What are the rooming arrangements?
- How can I make special requests to my hotel booking?
- On my voucher it says Gala Meals are not included what does this mean?
Where can I find and what do I do with the hotel voucher?
Your hotel voucher is included within your final On The Beach Limited paperwork on page 3. It should be presented to the hotel reception staff upon arrival in return for your room keys. It is your proof that your room has been booked for you by us through the hotel provider involved in your booking, This provider will be named on page 3 of your paperwork under hotel provider.
Can I change my hotel after it is booked?
We are in certain circumstances able to change hotels or make amendments to your existing hotel booking prior to travel. Before contacting us please think carefully why it is you wish to request this change. If you have read poor reviews for your chosen hotel on review sites, please remember that the hotels reviewed cater for thousands of people in a season and the number of people posting negative reviews is normally a very small percentage of all guests. All our hotels are checked regularly by the hotel providers and any that are found to receive an unusually large amount of complaints are dropped from our programme. We do however want you to be happy with their chosen hotel therefore if you do still wish to pursue a hotel change please visit the manage your booking section of the site and submit a hotel change request. Please bear in mind that amendment charges are normally levied by hotel providers for changes to bookings and these charges will be passed on to you.
Who do I contact if I have a problem in resort?
All enquiries and problems in resort should be reported to your hotel reception at your earliest convenience. You must ensure that you give them and the hotel management every possible opportunity to rectify any problems you may have. Should your hotel provider supply a rep service at your hotel your resort representative contact details will be available from the reception staff and/or be displayed on a board in the reception area of your hotel. Failing that contact details for your local resort agent or rep can be found on the bottom section of your hotel voucher on page 3 of your On the Beach paperwork. If you cannot contact any of the above then please try our head office number 0871 911 0202.
My return flight is in the evening/early morning, can I request a late checkout?
When travelling on flights departing the UK after midnight, your room will be reserved from noon the previous day. You must normally therefore 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. We can request a late check out room for you. However this is not guaranteed and where available you will have to confirm and pay for its availability with the hotel reception upon your arrival. We have no facility available for us to book this for guests before arrival.
If we were not to book the hotel until the day that you land (for flights landing in the early hours of the morning), you would not be able to access your room until approx 14.00 on your day of arrival. Your flight details are passed over to the hotel suppliers when booking so hotel staff are aware of your flight timings. Should you not already have a late check out requested then please log into the manage your booking section of our website where you will find contact details for our admin department drop us an e-mail including your hotel reference number and we will do this for you.
What are the rooming arrangements?
Please refer to your hotel voucher on page 3 of your On the Beach Limited paperwork for your room arrangements. Most twin rooms in hotels will have two single beds with fold away 3rd and 4th beds where applicable. When you have an infant in your party they will not normally show on your hotel voucher, however you will see a cot requested. Unless otherwise stated infants do not count towards your total room occupancy.
How can I add special requests to my hotel booking?
We are happy to add any requests to your hotel booking then please log into the manage your booking section of our website where you will find contact details for our admin department.
Drop us an e-mail including your hotel reservation number and we will make your requests for you. Please note all requests are not guaranteed and On the Beach has no control over what requests the hotel can and will be able to fulfil. Please note very few hotels will grant sea view requests when a sea view room has not specifically been booked and paid for.
On my voucher it says Gala Meals are not included what does this mean?
These are specialty meals usually for Christmas and New Year and unless other wise stipulated are not included in the overall price you have paid. Further information can be obtained from your hotel reception upon arrival.
Resort Transfer Information
- What do I do with the transfer voucher?
- I am arriving on a night flight, how do I get a taxi from the airport?
- Will there be a representative to meet us?
- I am unsure if I have a resort transfer booked?
- My hotel voucher states I have a free transfer?
- Can I book car hire with you?
- Can you arrange airport parking for me?
What do I do with the transfer voucher?
If you have pre-booked transfers a transfer voucher will be included with your booking documents. This voucher should be presented to the relevant bus driver/representative on arrival at your destination airport. Details of how to collect your transfers can be found on your transfer vouchers as displayed on page 4 of your On The Beach paperwork.
I am arriving on a night flight, how do I get a taxi from the airport?
All of the major airports operate on a 24-hour a day basis. Many of the airports on the Greek Islands for example handle many more flights from the UK during the night time than the daytime. As with any UK airport if you depart from the main terminal buildings, the taxi ranks are immediately outside and prices vary depending upon the resort you are travelling to.
Will there be a representative to meet us?
It depends on which company your booking has made with. In most cases there will be reps at the airport and reps may also visit your hotel. Details of how to contact the local agent or representative for your resort can be found listed on page 3 at the bottom of your hotel voucher on your On the Beach paperwork.
I am unsure if I have a resort transfer booked?
None of our on line prices include resort transfers. Where these are included it will be clearly marked on page 4 of your On the Beach paperwork. If you are still unsure then please log into the manage your booking section of our website where you will find contact details for our admin department. Drop us an e-mail including your reference numbers and we will check for you. If you want to book transfers at any time please go to our transfers provider.
My hotel voucher states I have a free transfer?
At times certain hotel providers may offer free resort transfers. Where this is the case the details of how to obtain your free transfer will be set out on page 3 of your On the Beach booking summary, please read the information carefully and follow the instructions upon your arrival in resort.
Can I book car hire with you?
On The Beach have specially negotiated deals for our customers on car hire in all our major resorts. A full range of vehicles is available to suit all budgets and comprehensive insurance is included. Please click the link for details. Car Hire
Can you arrange airport parking for me?
If you are driving to the airport why not save time and money by pre booking your parking or airport hotel or treat yourself to an executive lounge visit following check in. We have negotiated special rates for On the Beach customers with our partner Holiday Extras.
Holiday Extras:
Holiday Extras:
Airport Parking,
Hotels,
Lounges
Making changes to your booking
- Can I change my hotel after it is booked?
- Can I change the names of people travelling on my booking?
- Can I add a passenger/passengers to my booking?
- Can I change the date of my booking?
- Can I make other amendments to my booking that is not covered by the above?
- How can I update my contact details?
- What do I do if I need to cancel my booking?
Can I change my hotel after it is booked?
We are in certain circumstances able to change hotels or make amendments to your existing hotel booking prior to travel. Before contacting us please think carefully why it is you wish to request this change. If you have read poor reviews for your chosen hotel on review sites, please remember that the hotels reviewed cater for thousands of people in a season and the number of people posting negative reviews is normally a very small percentage of all guests.
All our hotels are checked regularly by the hotel providers and any that are found to receive an unusually large amount of complaints are dropped from our programme.
We do however want you to be happy with their chosen hotel therefore if you do still wish to pursue a hotel change please visit the manage your booking section of the site and submit a hotel change request. Please bear in mind that amendment charges are normally levied by hotel providers for changes to bookings and these charges will be passed on to you.
Can I change the names of people travelling on my booking?
We can generally change names on most bookings. Some airlines will not allow you to change the lead persons name on the booking. Instead they make you cancel their place and rebook if available at the current cost. However this does not apply to every airline. All other names on a booking can be changed so should you wish to change a name/s on a booking please visit the manage your booking section of our website and submit a name change request.
Can I add a passenger/passengers to my booking?
We can generally add extra passengers to any booking so long as there is availability on the flights you wish to travel on and at the hotel you wish to stay in. Please visit the manage your booking section of the site and submit an add passenger request.
Can I change the date of my booking?
This is often the most difficult and costly amendment you can make to an existing booking. Many airlines do not allow you to change dates of flights once booked. Generally they will make you cancel the existing booking at the cancellation charges applicable for the time and then rebook at the new cost for the new dates if available. If you can find new flights on your new dates with the airline you are already booked with they may charge a smaller amendment fee as opposed to making you cancel the existing booking. If the new flights you wish to travel on are with a different airline then you must cancel the old booking and rebook with the new airline concerned and this will always be a costly amendment to make.
The same will apply to your hotel booking. Should the hotel be available for your new chosen dates you will have to cover the cost of any amendment charges and also the possible increase in cost for the new dates you wish to travel. Due to the complex nature of such amendments On the Beach Holidays will always levy administration charges against any booking date change request. Please visit the manage your booking section of the site and submit a change dates request.
Can I make other amendments to my booking that is not covered by the above?
Certain amendments can be made to your booking details prior to departure. Check through the above list first as most amendments already have a formatted form set up that you must complete and send to us before any amendments can be actioned. If you cannot find one that relates to the amendment you wish to make, then please log into the manage your booking section of our website where you will find contact details for our admin department. Drop us an e-mail including your reference numbers and what amendment it is you wish to make. We will aim to respond by return e-mail within 48 hrs with a response to your query.
How can I update my contact details?
Please visit the manage your booking section of our site. You can amend your contact details here. There is no charge to make this amendment.
What do I do if I need to cancel my booking?
All cancellation requests must be sent to us in writing
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By email please log into the manage your booking section where you will find contact details for our cancellations department. Please send the e-mail from the e-mail address used at your time of booking, or
- By post to Cancellations Department, On the Beach, Spectrum House, Towers Business Park, Wilmslow Road, Didsbury, Manchester M20 2SE.
Cancelling part of your booking
Should you wish to cancel an individual element of your booking then please e-mail us log into the manage your booking section where you will find contact details for our cancellations department. We will advise you of the applicable cancellation charges by return.Cancelling one or more passengers from a booking
First you must supply us with the exact names of the passengers that you want to cancel. If this means that you will now require less hotels rooms than you had previously booked you need to tell us how many rooms you will now need. Please do this by e-mailing us please log into the manage your booking section where you will find contact details for our cancellations department. We will advise of the applicable cancellation charges by return.Cancellation Charges
Where the cancellation is within 3 months of travel you will lose all monies you have paid. Where the cancellation is outside of 3 months of travel you will lose any deposit paid plus any additional cancellation charges levied by the suppliers that are not covered within the deposit a further service charge of £30pp will apply to cancel your booking.Requesting a cancellation
If you wish to proceed with a cancellation request please e-mail us log into the manage your booking section where you will find contact details for our cancellations department. The email should be from the lead passenger e-mails using the e-mail address supplied at the time of booking or the one currently showing in the manage your booking section named contact details.The email should clearly state
- The OTB/MYB reference that you want to cancel
- Whether you want to cancel the whole booking or just certain parts of it.
- If you are cancelling one or more persons, the exact names of the passengers that you want to cancel.
- If you are cancelling one or more persons and this means that you will now require less hotels rooms than you had previously booked, the number of rooms you now need.
- That you agree to the cancellation charges as detailed above. Please note that no cancellation will be actioned unless cancellation charges agreed to. Instead the booking will remain active and you will be liable to pay any outstanding monies due.
Making payments and booking conditions
- When is my balance due and how can I find out how much I still have left to pay?
- What is included in my booking?
- Where can I book travel insurance?
- Where can I get a copy of your agencies terms of business and service charges?
- What security do I have when booking with On The Beach Holidays?
- Can I get another copy of my paperwork
When is my balance due?
All balance payments are due 3 months prior to your departure date, payment details can be found by visiting the manage your booking section of our web site.
We request all balance payments are made through our secure payment system that can be found by logging into the manage your booking section of our web site.
What is included in my booking?
All booking inclusions are listed on your booking summary e-mail that will be sent to you within 48 hours of making your booking. When booking on line your booking does not include Travel Insurance, In Resort Transfers, In flight meals or hold baggage where your airlines does not include these in its basic prices. Where In flight meals and hold baggage are considered to be optional extras by your airline and are charged separately we will offer you the opportunity to add these to your booking when you are on line. You can add any of these extras at any time to by logging into the manage your booking section of our site.
Where can I book travel insurance?
Travel insurance is not included in our on line bookings but it can be booked by visiting our website. We strongly advise all passengers to ensure they have adequate travel insurance in place prior to travelling. For your convenience you can now book comprehensive insurance at superb value for money through our website please click the link to proceed. Travel Insurance.
Where can I get a copy of your agencies terms of business and service charges?
All passengers making a booking with On the Beach will receive a copy of our agencies terms of business together with their paperwork. In addition to this because we act as your agent in making your booking through a tour operator, your booking is subject to the booking conditions of the particular tour operator / flight carrier and/or hotelier and these can be found on your booking summary.
A copy of our agencies terms of business and service charges can be downloaded by clicking On the Beach Limited Terms of Buisness.
What security do I have when booking with On the Beach Limited?
On The Beach Holidays is a member of the Association of British Travel Agents (ABTA). Our registered ABTA number is K0813. For more information about the security provided by ABTA please visit their website ABTA.
Where the airline you have selected to travel with holds an ATOL license then your flight monies will be protected under the ATOL scheme run by the CAA Your ATOL receipt is provided on your On the Beach booking summary paperwork. The ATOL holder's confirmation invoice will be forward onto you once it is received at our offices. This may be sent by post or by e-mail.
Can I get another copy of my paperwork?
Yes - by logging into the manage your booking section of our site, where you can re-print or email yourself your paperwork.
Giving us your feedback
What is your complaints procedure?
We hope all our customers will have a trouble free stay however should you have experienced any problems whilst in resort you must give the hotel reception and management every opportunity to resolve your issues. Where this is not possible you must contact the local agent using the details on the bottom of your hotel voucher and ask to complete a customer report form whilst in resort.
Upon your return to the UK you can direct your letter to On The Beach Limited. You must write to us at our head office address On the Beach Limited Spectrum House, Towers Business Park, Wilmslow Road, Didsbury, Manchester M20 2SE marking your letter for the attention of Customer Services.
Please ensure any post you send us is adequately stamped. Where postage has been underpaid the letter will not reach us.
We respond to all complaints based on the timescales dictated to us by our governing body ABTA, however where the complaint may need the attention of a supplier involved in your booking and they need to forward the complaint to resort it may take longer than 28 days for you to receive a response.
Disabled or less mobile passengers
If you have any specific requirements when booking your holiday because you or any member of your party disabled or less mobile, then you must ensure you have chosen and researched your hotel carefully. It is advisable for you to call our dedicated sales team on 0871 911 0202 prior to making an on line booking so you can inform us of your mobility issues and we can advise on the most suitable hotels for you party.
If you require special assistance when travelling by air or if you want us to pass on special assistance requests to your hotel supplier, then please log into the manage your booking section of our website and submit our special assistance form.
We will then pass this information over to the suppliers for you If you experience any problems completing the on line form then please send us an e-mail please direct this e-mail to the admin department you can obtain there contact details by logging into the manage your booking section of our website
Holiday extras and travel information
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| If you are driving to the airport why not save time and money by pre booking your parking or airport hotel or treat yourself to an executive lounge visit following check in . We have negotiated special rates for On The Beach customers with our partner Holiday Extras. Click on the link below to proceed Holiday Extras:
Holiday Extras: Airport Parking, Hotels, Lounges |
Providing a fast, efficient and secure way to order your travel money over the internet, we can cut the cost of arranging your currency and travellers cheques whilst you purchase your holiday currency online at competitive rates. Unused money can be reconverted at no cost on your return. Please enter our account number WW872. Travel Money |
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| On The Beach have specially negotiated deals for our customers on car hire in all our major resorts. A full range of vehicles is available to suit all budgets and comprehensive insurance is included. Please click the link for details. Holiday Autos |
From as little as £10 per adult per week. Special deals for families. Book your insurance online and save pounds with our specially arranged deals. Click the link to proceed. Citybond Suretravel |
Weather and Destination Information
UK airport information. For information on directions, parking, facilities and terminal layout please click on your departure airport. |
Use this scroll list to find out what the current weather is like in your chosen destination for the next 10 days. |
Important travel information and destination information. Use this section to find out about the country of your choice. |
 Use this scroll list to find out what the weather is like in your chosen destination next month or next year! |
- Do I need a passport or visa to go to my chosen destination?
- What jabs will I need before travel?
- Where can I get some more general travel advice on my destination?
Do I need a passport/visa?
Yes. Every passenger travelling will require a standard 10 year British passport or if not a UK citizen then the equivalent documentation from their own country's passport authority. Most countries will also insist that your passport is valid for at least 6 months from the date of your arrival in the country. For more detailed information on passport requirements and visa arrangements please look under the travel guides section above.
What jabs will I need before travel?
For more detailed information on any possible inoculations you may require prior to travel please look under the travel guides section above. Should you be in any doubt please consult your doctor.
Where can I get some more general travel advice on my destination?
Please view the travel guides section of our FAQ's for an extensive and detailed list of independent reviews and websites offering travel advice to all our travel destinations.
Read real reviews from real travellers. On The Beach now has reviews direct from TripAdvisor. Find out more about our Tripadvisor reviews
