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FAQs
Most of the answers to our most commonly asked questions can be found here. Please search under the topic headings that your query relates to, should you not be able to find the answer to your query please do not hesitate to e-mail us at admin@onthebeachholidays.com
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?
- I have not received my flight tickets - what should I do?
- What is involved with Ticket On Departure?
- "What happens with flight tickets if I have booked a Low Cost / No Frills flight?
- 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?
- 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?
Most bookings made within 14 days (and 21 days in high season) of travel will be a ticket on departure (you will collect your tickets from the tour 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 Holidays has no direct control over when the airlines print and send their flight tickets on to us.
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 please send us an email to admin@onthebeachholidays.com marked URGENT and 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 been 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 administration department).
What is involved with Ticket On Departure?
Ticket On Departure (TOD) 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 tour operator 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 agencies desk at the airport. If you have any problems with this please see the information desk at the airport and tell them which tour operator 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 Holidays are booked with airlines on a flight/seat only basis. What this means is that your flights are not booked with the same company as your accommodation provider. 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 please e-mail us at admin@onthebeachholidays.com.
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. 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 like us to try to book prebooked seats for you, or any other type of seating request please e-mail us at admin@onthebeachholidays.com.
Are flight meals included?
Many airlines no longer offer in flight meals as standard. Where these are include it will be clearly marked on your flight tickets or paperwork. In order to compete with the budget airlines such as Easyjet, Ryanair etc many airlines have followed the low cost airline model and no longer offer meals on the aircraft. Where this is the case, they will operate a snack trolley on board the plane from which goods may be bought. It is not our policy to offer pre-booked flight meals as these vary in availability, price and quality from one airline to another. Customers can of course take their own food onto the airline. Should you wish for 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 On The Beach holiday service charge. Please go to www.otbeach.com/specialrequest and complete and send the form to us.
What is my baggage allowance?
The standard baggage allowance is 20kgs per passenger plus one item of hand luggage that should weigh no more than 5kgs and easily fits into an overhead locker. However some airlines baggage allowance does vary from the standard 20kg offered by most. Your final baggage allowance will be detailed on your flight tickets supplied by the airline. Please note On The Beach Holidays 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 final booking paperwork.
Why have I not received any luggage labels?
Most airlines do not send us luggage labels when they send on your tickets therefore we cannot forward any on to you. When made available to us you can be assured we will forward them on to you. Most tour operators do have spare labels available from their desks at the UK and resort airports.
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 or e-mail confirmation.
Low Cost Flight Bookings
- What happens with flight tickets if I have booked a Low Cost / No Frills flight?
- Making changes to a Low Cost Flight Booking
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
Making changes to a low cost flight booking?
As per our terms of business when making a booking on your behalf with a low cost airline we use your card details to book the flights for you and provide your direct contact details to the airline at time of booking. What this means is that we are unable to make any amendments to your booking or liaise with the airline on your behalf. All the information you would require in relation to making changes to your booking or contacting the airline directly can be found on their relevant web sites details of which are provided below. Please note this applies on to the flight element of your booking.
Jet2.com
Ryanair.com
Easyjet.com
Thomsonfly.com
Flyglobespan.com
Ba.com
Monarch Airlines
bmibaby.com
Flybe.com
Flythomascook.com
gbairways.com
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 Holiday paperwork on page 3. It should be presented to your representative or 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 and as 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 for customer's 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 sites such as trip advisor please remember the hotels reviewed cater for thousands of people in a season and the amount of people posting negative reviews is a very small percentage of the amount of guests that the hotel has had to stay and where happy. Most people posting review generally have an axe to grind and it is after all only their own personal opinion and that can differ greatly from person to person. All our hotels are checked regularly by the hotel providers involved in your booking and any that are found to receive an unusually large amount of complaints will be dropped from their and our programmes. We do however want our customers to be happy with their chosen hotel therefore if you do still wish to pursue a hotel change please go to www.otbeach.com/hotelchange please bear in mind there is normally amendment charges levied by the hotel providers to make changes to bookings and these charges will be passed on to the customers. For a final costing on any hotel change please complete form at the above site and send it to us.
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 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 Holidays paperwork.
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 included on the booking with all hotels so that hotel staff are aware of your flight timings from the time that your booking is made. Should you not already have a late check out requested please e-mail us at admin@onthebeachholidays.com 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 Holidays 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 and unless otherwise stated they 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 please e-mail us at admin@onthebeachholidays.com admin@onthebeachholidays.com including your hotel reservation number. Please note all requests are not guaranteed and On The Beach Holidays have no control over what requests the hotel can and will be able to fulfill. 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 your overall price. Further information will be given by 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?
- 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 Holidays 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 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 been booked through. In most cases there will be reps at the airport and reps that may run office hours in your hotel. Details of how to contact the local agent or representative for your resort can be found on their contact details listed on page 3 at the bottom of your hotel voucher on your On The Beach Holidays paperwork.
I am unsure if I have a resort transfer booked?
None of our on line prices contain resort transfers. Where these are include it will be clearly marked on page 4 of your On The Beach Holidays paperwork. If you are still unsure please e-mail us at admin@onthebeachholidays.com 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.
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. Holiday Autos
Can you arrange airport parking for me?
If you are driving to the airport why not save time and money by prebooking 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:
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?
- If I have an emergency at home can I shorten the length of my booking?
- 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 for customer's 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 sites such as trip advisor please remember the hotels reviewed cater for thousands of people in a season and the amount of people posting negative reviews is a very small percentage of the amount of guests that the hotel has had to stay and where happy. Most people posting review generally have an axe to grind and it is after all their own personal opinion and that can differ greatly from person to person.
All our hotels are checked regularly by the hotel providers involved in your booking and any that are found to receive an unusually large amount of complaints will be dropped from their and our programmes.
We do however want our customers to be happy with their chosen hotel therefore if you do still wish to pursue a hotel change please go to www.otbeach.com/hotelchange please bear in mind there is normally amendment charges levied by the hotel providers to make changes to bookings and these charges will be passed on to the customers. For a final costing on any hotel change please complete form at the above site and send it to us.
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 new 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 first submit the following form to us and we will contact you with final costs before making any change please go to www.otbeach.com/namechange.
Can I add a passenger/passengers to my booking?
We can generally add an extra passenger/s to any booking so long as there is availability on the flights they wish to travel on and the hotel you wish to stay in. Please complete the following form and send it to us. No money will be taken from your card until we come back to you with a confirmed and available price www.otbeach.com/addpassenger
Can I change the date of my booking?
This is often the most difficult and costly amendment to make to an existing booking. This is due to the airlines not allowing 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. To request a change to your booking dates please go to www.otbeach.com/changedates complete the form and send it to us.
Please note in the case of low Cost / No Frills airlines changes to your flight will have to carried out by yourself directly with the airline concerned. However we cannot guarantee that we will then be able to amend the hotel element of your booking to the dates you may be selecting through the airline. This will remain solely the discretion and depend entirely on the availability of the hotel provider and will be subject to the charges involved in their booking conditions including those of On The Beach Holidays.
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, Please e-mail our administration department on admin@onthebeachholidays.com including your reference numbers and what amendment it is you wish to make. I.E adding a night to your booking, upgrading your board arrangements or room type etc. We will respond by return e-mail within 48 hrs with a response to your query
If I have an emergency at home can I shorten the length of my stay?
You should first contact your insurance company, as they may be able to assist you with this. Unfortunately it is impossible for us to arrange such inbound travel, as like any other UK based travel agent we do not have the facility to offer inbound only flights from overseas airports. Most hotel receptions will have details of travel agents in resort that can offer one-way flights. Alternatively standby flights can be booked directly from the tour operator's desks at the resort airports. Should you need any further assistance please contact us and we will try to assist where possible.
What do I do if I need to cancel my booking?
If you do need to cancel your booking and this is for any reason that is covered by the insurance you have in place then you will need to contact the insurance company and make a claim for reimbursement (usually for illness / injury etc). Whether your reason for cancellation is or is not covered by your insurance then please contact us in writing to let us know that you will not be coming on the booking you have made. Any cancellations must be in writing to us - this is to save any confusion later in the day and to provide proof for us that you have asked for the booking to be cancelled. Where the cancellation is within 12 weeks of travel it is very unlikely that the tour operator will offer any reimbursement of all monies paid (i.e. 100% cancellation fee), hence we will also be unable to offer any refund of monies paid. Cancellations for bookings that have only paid a deposit and are outside of 12 weeks of travel will lose any deposit paid. This applies as well if you wish to only cancel one or more person from your booking. Should you need to cancel your booking please e-mail us at operations@onthebeachholidays.com and we will advise by return.
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?
- Is insurance included in the booking?
- Where can I get a copy of your agencies' terms of business?
- What security do I have when booking with On The Beach Holidays?
- What is your complaints procedure?
When is my balance due?
All balance payments are due 12 weeks prior to the departure date and must be settled in full no later than 11 weeks prior to travel. We do not as a rule send out payment reminders as all payment details can be found on your booking paperwork. All unpaid balances will be automatically debited from the card that was originally used to make the booking at 11 weeks from departure. Should payment not be successfully secured we will be attempting to make contact with you up until 8 weeks from departure. If we have not been able to contact you to secure payment by that point the booking will be cancelled with a full loss of all monies paid to date.
We request that all payments are made to us through our secure site by going to www.otbeach.com/paybalance should you experience problems paying this way or would rather send us a cheque please make them payable to On The Beach Travel LTD and send them to our head office at On The Beach Limited, Spectrum House, Towers Business Park, Wilmslow Road, Didsbury, M20 2SE ensuring your reference numbers are on the back, or alternatively please call us on 08706 06 07 08 with all your relevant details to hand.
What is included in my booking?
All booking inclusion are listed on your booking summary e-mail that will be sent to you within 48 hours of making your booking. Unless otherwise requested at the time of booking insurance is never included in the booking. In a lot of cases where the destination hotel is close to the airport we recommend that passengers take their own taxis directly to the hotel (thereby saving time and money on the pre-bookable coach transfers). Many airlines now do not include meals on the flights and operate more of a budget airline-style snack trolley. Where resort transfers are included you will have a clear voucher for these on page 4 of your booking paperwork. The same is applicable for in flight meals where they are included they will be displayed on your booking paperwork and flight tickets. Should you be unsure please e-mail us at admin@onthebeachholidays.com or please go to www.otbeach.com/resort_transfers or www.otbeach.com/specialrequest where both can be booked and added for you.
Is insurance included in the booking?
Unless specifically requested insurance is not included in our bookings. 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 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.
Where can I get a copy of your agencies terms of business?
All passengers making a booking with On The Beach Holidays will receive a copy of our agencies terms of business together with our 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. A copy of our agencies terms of business can be downloaded by clicking here. A copy of the tour operators booking conditions who are involved in your booking can also be found at the bottom of your booking summary e-mail.
What security do I have when booking with On The Beach Holidays?
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 www.abta.com. All the airlines we use have ATOL bonding and that means the CAA Civil Aviation Authority covers any money paid to them on your behalf. Your ATOL receipt is provided on your On The Beach Holidays booking summary paperwork on page 2.
What is your complaints procedure?
We hope all our customers will have a trouble free stay however should you experience 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 agents 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 should then write directly to the relevant parties head office contact details for the airlines and hotel providers we use can be found at www.otbeach.com/principals should your complaint relate to service you have received from On The Beach Holidays you must write to us by letter only to our head office address marked FAO Ian Copley Customer Service Manager.
Holiday extras and travel information
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| If you are driving to the airport why not save time and money by prebooking 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?
- What is the local currency and where is the best place to exchange money?
- Will I need a travel adapter?
- Will my mobile phone work?
Do I need a passport?
Yes every passenger travelling will require a standard 10 year British passport or if not a UK citizen then the equivalent documentation from their country of nationality. 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.
What is the local currency and where is the best place to exchange money?
You will usually be able to exchange £s sterling for currency or travellers cheques prior to departure at any bank, post office or most travel agents. There are also exchange offices at most UK airports. Overseas in most tourist destinations there are hundreds of exchange places but in general the hotel receptions and these kiosks are not the best places to get a fair exchange rate. For your convenience you can now buy your currency and travellers cheques COMMISSION FREE and have it delivered to your door by clicking here. You will need to use the account number WW872. Or see the currency section above.
Will I need a travel adaptor?
In order to use standard UK wired equipment you will require a travel adaptor that are readily available to purchase in shops such as chemists and in all UK airports.
Will my mobile phone work?
In most countries a mobile phone with international roaming enabled will be able to make calls to the UK. Please check with your mobile phone supplier prior to departure from the UK. Please note that international mobile phone calls can be very expensive and phone cards & public payphones are often readily available
