Your complete travel support guide
Accepted Payment Methods
We accept major debit and credit cards, including Visa, Mastercard, and select international cards. Payments are processed securely through encrypted gateways, ensuring your financial information remains protected at all times.
Deposits & Instalments
Some holiday packages allow low deposits or instalment-based payment plans. Where available, the deposit amount and remaining balance will be clearly shown during checkout. Failure to pay outstanding balances may result in cancellation without refund.
Payment Failure or Decline
If a payment declines, the booking may not be confirmed. Prices and availability can change quickly, so we recommend completing payment promptly. If funds were deducted but you did not receive confirmation, contact us to verify the transaction.
Refund Eligibility
Refunds are governed by airline or supplier policies. Many flight tickets are non-refundable, while flexible fares may allow partial refunds. On Beach Holiday service fees are non-refundable across all transactions. Refund eligibility will be assessed once we receive your request.
Refund Processing Times
Refund timelines vary depending on the supplier. Airline refunds may take between 6–12 weeks due to internal processing times. Hotel and package refunds usually process within 2–8 weeks. We will keep you informed throughout.
Changing Your Travel Dates
Date changes depend entirely on airline fare rules. Some fares allow changes for a fee, while others do not permit any modifications. If allowed, you must pay any fare and tax differences plus the airline’s change fee.
Correcting Passenger Names
Minor spelling errors may be correctable for a small fee depending on the airline. Major changes are treated as cancellations and new bookings. Always ensure names match passports exactly to avoid issues at the airport.
Cancelling Flights or Packages
Cancellation charges increase as you get closer to the travel date. Many low-cost airline fares are strictly non-refundable. For holiday packages, cancellation fees may apply separately to flights, hotels, transfers, and extras.
Supplier Penalties
Suppliers impose their own cancellation and amendment penalties. These vary widely by airline, hotel type, or travel season. Our team will explain all applicable fees before confirming any changes.
Revalidation & Rebooking Fees
In cases of schedule changes, name mismatches, or date adjustments, airlines may require ticket revalidation or reissue. These processes incur administrative charges plus any differences in fare.
Passport Validity
Most countries require passports to be valid for at least 6 months beyond your travel date. Some destinations accept shorter validity while others require longer. Always check official government guidelines before travelling.
Visa Requirements
Visa rules differ by destination and nationality. Some countries allow visa-free entry, while others require applications submitted weeks in advance. Others offer visa-on-arrival or e-visas. It is your responsibility to obtain the correct visa before travel.
Health & Vaccination Rules
Certain destinations require proof of vaccinations such as Yellow Fever, Hepatitis, or other region-specific immunisations. Some countries have special entry requirements relating to health declarations or pre-arrival forms.
Travel Insurance
Travel insurance is highly recommended to protect against unforeseen events such as medical emergencies, cancellations, or lost luggage. Ensure your policy covers the full duration of your trip and any planned activities.
Special Assistance
If you require wheelchair assistance, medical support, or special meal requests, please inform us at least 48 hours before travel so we can coordinate with the airline.
Baggage Allowances
Each airline has unique cabin and checked baggage rules. Before travelling, confirm your allowed weight, dimensions, and number of bags to avoid costly airport fees.
Airport Arrival Times
We recommend arriving at least 3 hours before international departures and 2 hours before domestic flights. This ensures sufficient time for check-in, security, and boarding.
Online Check-In
Many airlines open online check-in 24 to 48 hours before departure. Checking in early allows you to confirm your seat and avoid long queues at the airport.
Flight Schedule Changes
Airlines occasionally adjust flight times. Always reconfirm your departure time 48 hours before travelling to avoid any surprises.
Packing Guidelines
Liquids over 100ml must be placed in checked baggage. Sharp objects, chemical products, and certain electronics may be restricted depending on airline and destination laws.
Flight Delays or Cancellations
If your flight is delayed or cancelled, follow the airline’s instructions at the airport. Many airlines offer rebooking options or compensation based on local regulations. Contact us if you need help with alternative arrangements.
Missed Connections
If your itinerary is on a single ticket and you miss a connecting flight, the airline should rebook you on the next available flight. If on separate tickets, you may need to purchase a new flight.
Hotel Check-In Issues
If you encounter issues such as room unavailability, overbooking, or incorrect arrangements, contact the hotel reception first. If unresolved, contact On Beach Holiday for assistance.
Lost or Delayed Luggage
Airlines are responsible for lost or delayed baggage. File a Property Irregularity Report (PIR) at the airport immediately. Keep receipts for essential purchases for reimbursement claims.
Emergency Assistance
Save our emergency support number for urgent travel disruptions:
📞 +44 02080546456
Refund Follow-Up
If you requested a refund before or during your trip, you can check its progress by emailing your booking reference to support@onbeachholiday.eu. We will provide updates directly from the supplier.
Requesting Receipts or Invoices
If you need an invoice for business claims, tax purposes, or record-keeping, our team can generate and email one upon request.
Submitting a Complaint
We take customer satisfaction seriously. You can email any complaint to support@onbeachholiday.eu. We typically acknowledge all complaints within 48 hours and aim to resolve them within 14 days.
Insurance Claims
For events such as accidents, cancellations, or lost baggage, contact your insurance provider immediately. We can supply supporting documents such as booking confirmations or airline reports.
• Terms of Use – explains how you may use our services.
• Privacy Policy – outlines how we collect and protect your data.
• Cookie Policy – explains cookie usage and preferences.
• Booking Conditions – defines supplier relationships.
• ATOL Protection – protects your package financially.
• Payment Failure Policy – explains failed transactions.
How to Reach Us
Email: support@onbeachholiday.eu
Phone: +44 02080546456
Address: 24 St. Stephens Green
Dublin 2
DO2EK82
Support Hours
Our customer support team operates during standard UK business hours. Emergency support is available for urgent travel disruptions.
What Information to Provide
Priority Support
If your travel is within 24 hours or you are already abroad, call us directly for immediate assistance.