At On the Beach, we want to get you to the sun as quickly and securely as possible. To do this, we operate as a digital-only support service. By using our self-service tools, you can manage your holiday instantly without ever needing to wait in a phone queue.
💻 Managing your holiday (Self-Service)
If your request is something you can manage yourself, you will not be able to connect to a member of our team. Our agents are reserved for complex issues that require manual intervention.
You must use your 'My Bookings' account or the app to:
Make a payment or update your payment method.
Change your payment dates or instalment plans.
Amend passenger details or spelling mistakes
Change your hotel or board basis
Get a quote to cancel your holiday.
⚠️ Please Note: Our team cannot reduce the charges or fees associated with making changes to your booking, nor can they change your payment dates for you. These are set based on supplier terms and must be managed directly by you within your account.
💬 How to get further help
If you have explored your account and still need assistance, there are two ways to get the answers you need without waiting:
1. Chat with Sunny (Our AI Assistant)
Follow the step-by-step instructions from Sunny, our digital assistant. Sunny can guide you through the booking process, find links for you, and resolve common queries 24/7.
2. Explore the Help Centre
Read our Help Centre articles for expert advice on how to best manage your holiday yourself. These guides are designed to help you get the most out of your trip without ever needing to wait in a queue.
📱 Accessing Live Chat
If your query is complex and cannot be resolved via self-service or Sunny, you can access Live Chat.
For the best experience, download the On the Beach app, log in, and head to 'Contact Us.' The Live Chat icon will appear in the bottom right corner.
🛡️ A Note on Security
To keep your holiday safe, please remember:
We will never call you or message you asking for payment over the phone or social media.
Official payment requests will only ever come via a secure payment link sent to your email or accessible in your 'My Bookings' account.
Never share your card details in a chat or over a message.
Ready to manage your booking? Download our App now!