On The Beach - May 2024
Watchdog investigated reports from viewers that On The Beach had changed the details of their package holidays without informing the customers of these essential changes.
We contacted On The Beach and it said it was really sorry for Mr Roberts' experience. It said it was reviewing its processes internally to look at how these mistakes were made and make sure this doesn’t happen again.
After the airline made major flight changes, Mr Roberts was entitled to a full refund. It said it would like to reassure its customers that when booking a package holiday they are protected under the PTRs and are also protected financially under the ATOL scheme.
It said it has contacted Mr Roberts to apologise and have processed a full refund with an additional gesture of goodwill for the inconvenience caused.
It added that Miss Sutcliffe's experience isn’t acceptable and that it was really sorry.
It said it had seen a record number of major flight changes from airlines over the last few months which has had a significant impact on its operations team and its customers. It said it has therefore reviewed its processes, which includes adding more timely, proactive communications to customers about major flight changes and the options available to them. It said its customers are always protected against major flight changes under the Package Travel Regulations.
Finally it said it has apologised to Miss Sutcliffe and that it has amended her package holiday booking to align with her new flights, with an additional gesture of goodwill for the inconvenience caused.
If you want to watch the show, for up to 30 days after TX, it will be here on iPlayer -
