Contact Us

We’re an online travel agent, so the quickest and easiest way to book is through our website or app.

Managing your booking

You can manage your booking at any time by logging into My Bookings via our website or app. You'll need to select the booking you want to manage then from here you'll be able to:

• Access holiday documents

• Make changes to your booking

• Add extras

• View your payment schedule

• Make a payment

Live Chat

If you like, you can also speak to us about your existing booking via Live Chat.

Live chat is available by logging into My Bookings.

• Select the booking you want to contact us about by clicking Manage My Booking

• Go to the Send and Receive Messages page

• Start a chat

In-Resort Support

We pride ourselves on making sure that our customers’ holidays are the best they can be, but if you do experience any issues, we advise that you immediately tell a representative of the transfer supplier, airline or hotel reception staff – whilst you’re abroad. If they’re unable to resolve the issue to your satisfaction, then you’ll need to contact our in-resort support team using the details on your booking confirmation. If you don’t follow this procedure, then we might not be able to investigate and rectify your complaint.

Just so you know, all of our travel representatives are located in the UK. If you’re approached by anyone who claims to be from On the Beach while you’re on holiday, know that this isn’t a member of our team, so don’t give them any personal information. You’ll be able to reach our friendly in-resort support team on the number below.

Opening Hours:

Our phone lines are reserved from 7pm – 8am (UK time) for emergencies only. You’ll be asked to leave a message with your MYB reference number when you call, so we can give you a call back as soon as possible. If the issue isn’t an emergency, we ask that you please wait until after 8am to call.

Insurance Queries

Please refer to your insurance documentation (sent to you by email) for contact details.

Welcome back! We hope you had a wonderful holiday. You can let us know how your holiday went by leaving a review on either our Trustpilot, Feefo or Review Centre page. We’d love to hear all about it.

Feedback

If you’re not satisfied when you return to the UK, you can contact our Customer Care team via the feedback form below. Please try to contact the team as soon as you can, no later than 28 days after returning home.

On the Beach act as a travel agent only, and we’ll therefore contact the travel supplier, airline or hotel on your behalf to try and resolve your issue. We'll look to resolve your issue within 28 days.

Checking in with Ryanair

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

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

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

Please see our dedicated Ryanair FAQ page for more information.

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

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

Checking in with easyJet

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

To check in online

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

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

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

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

Checking in with Sun Express

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

• Click onto the “Tour Operator Bookings” tab.

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

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

Checking in with Jet2

You’ll need to check in online when flying with Jet2. This can normally be done from up to 28 days before departure.

To check in online

Go to www.jet2.com and click on "Online Check In". From here, you can use your Jet2 reference number and lead passenger surname to log in and check in.

If you’ve read and followed the above instructions but you’re still having issues checking in for your flight, please send us a message via “My Messages” on the “My Bookings” section of our website.

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

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

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

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

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

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

Cancellation costs are subject to fees from our suppliers:

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

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

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

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

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

• Add in-flight extras such as bags or meals

• Change a passenger name

• Correct a spelling mistake

• Change your departure date

• Change your hotel, room type or board basis

• Cancel your holiday

• Add an additional passenger

• Request medical assistance

For most of these changes, you can find out the cost implications by logging in to your account. However, for some requests, we may need to contact our suppliers to provide you with a quote. Once we have received your request, we will aim to come back to you within 14 days. As per our terms and conditions, most amendments will occur an administration fee.