On the Beach is a proud member of ABTA as of 1st December 2025. This means you have extra peace of mind and access to clear processes if things do not go as planned.
If you are looking for the fastest way to raise a new issue or speak to our team, please head to our guide here: How can I make a complaint?
What if my complaint remains unresolved?
We always aim to resolve things directly with you. However, if we have reached the end of our internal process and a resolution has not been found, the next steps depend on when you made your booking.
🗓️ If you booked on or after 1st December 2025
Because your booking was made while we were members of ABTA, you can use the ABTA portal to log your complaint.
Escalation: If we still cannot reach an agreement, pre-arbitration will be offered through ABTA. This gives us a 28 day window to talk directly with you to try and find a solution.
Arbitration: If pre-arbitration fails, ABTA will automatically offer you the chance to move to full arbitration. This is facilitated through Hunt ADR.
The Cost: It costs £150 to submit a claim. This fee is fully refunded to you if your case is successful.
The Decision: An independent arbitrator will look at all the facts of the case and make a decision. This judgement is final and made based on the evidence presented.
🗓️ If you booked before 1st December 2025
If your booking was made before we rejoined ABTA, the process is slightly different, but you still have access to independent support.
Citizens Advice: You can refer your complaint to the Citizens Advice Service for guidance.
Arbitration: If we cannot reach an agreement after our internal review, we will offer you arbitration facilitated by Hunt ADR.
The Cost: While the cost for this version of arbitration is set by On the Beach, we have opted to keep it at £150 — the exact same as the ABTA fee. This fee will be returned to you in full if your claim succeeds.
The Decision: Just like the ABTA process, an independent arbitrator will review all the facts and make a final decision based on the evidence.
💡 Why is this process in place?
Whether you booked before or after we joined ABTA, we want you to feel confident that your complaint will be handled fairly. These independent services ensure that even if we cannot agree, a neutral third party is always available to make a fair judgement.