I have received an email asking me to re-submit a complaint

You might have previously reached out to us regarding a concern with your holiday but have since received an email asking you to please resubmit your complaint. 

We’ve been doing some work on our side to improve how we handle and deal with any feedback we receive as ensuring our customers have the best holiday experience from start to end is our #1 priority. 


Our old process just wasn’t working fast enough so we’ve implemented a brand-new system to ensure we’re doing everything we can to help and offer our support when you need us most. 


If you have returned from your holiday and feel the feedback is still relevant, we’d really appreciate if you could re-submit this to our new system via the instructions sent. We’re sorry for any inconvenience, however, this will help us respond more quickly to your feedback. A member of the team will pick up your feedback and we will look to resolve the issue in 28 days or fewer. 


If you are yet to travel, we're confident we can resolve the issue for you. You can drop us a message via our Live Chat, which can be found in your On the Beach account. This is the quickest way to deal with any queries before you depart.  

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