How to get a refund from On the Beach

If your On the Beach holiday was cancelled, significantly changed, or fell short of what was promised, you have rights. Don't let them keep your money. This guide helps you navigate the process and claim the refund you are owed.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

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Your rights

If On the Beach sold you a package holiday, your rights are protected by the Package Travel and Linked Travel Arrangements Regulations 2018. These regulations state that if your holiday is cancelled by On the Beach, or if they make a significant change to your booking, you are entitled to a full refund within 14 days. If services provided during your holiday were not as described or not carried out with reasonable care and skill, the Consumer Rights Act 2015 applies, allowing you to seek redress.

Step by step

1Review your booking confirmation and On the Beach's terms and conditions. Note down your booking reference and any specific clauses related to cancellations or changes.
2Contact On the Beach directly, clearly stating the issue and your desired resolution. Reference the Package Travel Regulations 2018 or Consumer Rights Act 2015 as appropriate. Keep a detailed record of all communications.
3If On the Beach rejects your claim or offers an unsatisfactory resolution, escalate your complaint. As an ABTA member, On the Beach must adhere to ABTA's Code of Conduct and offer an independent dispute resolution service if your complaint is unresolved.
4If you paid by credit card (over £100) or debit card, consider initiating a Section 75 claim (credit card) or chargeback (debit card) through your bank. This can be a powerful tool if other avenues fail, especially if On the Beach is in breach of contract or regulation.

What they'll say, and your comeback

“The airline or hotel won't refund us, so we can't refund you.”

Comeback, As the organiser of a package holiday, On the Beach is responsible for refunding me under the Package Travel and Linked Travel Arrangements Regulations 2018, regardless of your arrangements with third-party suppliers.

“You cancelled your holiday, so you're not entitled to a refund.”

Comeback, I am seeking a refund because On the Beach cancelled or significantly altered my package holiday, not because I chose to cancel. Under the Package Travel Regulations 2018, I am entitled to a full refund.

“This was due to unforeseen circumstances or force majeure.”

Comeback, While I understand unforeseen circumstances can occur, the Package Travel Regulations 2018 still outline my right to a refund if the holiday cannot be performed, or if significant changes are made.

FAQ

What if I only booked flights or a hotel through On the Beach, not a package?

If you booked flights or accommodation separately, the Package Travel Regulations 2018 may not apply. Your rights would then depend on the terms and conditions of the individual airline or hotel, and general consumer law for the booking service provided by On the Beach.

How long should an On the Beach refund take?

Under the Package Travel Regulations 2018, if your package holiday is cancelled by On the Beach, you are entitled to a full refund within 14 days of the cancellation date. Delays beyond this period should be challenged.

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A self-serve tool, not a law firm. General information, not legal advice.