Full Booking Cancellations
Self-Serve Cancellation Process Customers can cancel their entire booking and view an instant cost breakdown via their online portal:
Log into My Bookings.
Select the relevant holiday and click View and Manage Booking.
Navigate to Make Changes and select Cancel Booking.
The system will generate a full breakdown showing the amount already paid, refundable components, cancellation fees, and the final refund or payment amount due.
Refundability Constraints
Flights: Strictly non-refundable from the moment the booking is confirmed. If a customer has not yet paid for their flights in full, the outstanding flight balance must be paid before the cancellation can be processed.
Travel Insurance: Strictly non-refundable.
Transfers and Airport Extras: Refundable if cancelled more than 7 days before departure.
Hotels: Refundability depends on the specific hotel's terms and conditions (outlined in the customer's Hotel Booking Conditions).
Cancellation Fees Cancellation fees are charged per person and are added to any applicable supplier charges (e.g., non-refundable flights or hotel penalties).
Package Holidays (Hotel + Flights):
More than 60 days before travel: £50 per person + supplier charges.
Within 60 days of travel: £100 per person + supplier charges.
Hotel Only Bookings:
More than 60 days before travel: £30 per person + supplier charges.
Within 60 days of travel: £45 per person + supplier charges.
Understanding the Cancellation Balance
Refund Due (Minus Balance): The amount will be refunded to the original payment method within 5-7 working days.
Payment Due (Positive Balance): The customer owes money to cover outstanding costs (e.g., unpaid flights) plus the cancellation fee. This is normally due as a single upfront payment.
Within 28 Days of Departure (Paid in Full): The balance will often show £0.00 due. The customer owes nothing extra, but no refund is available due to proximity to the departure date.
Cancellations for Health, Bereavement, or Pregnancy
Standard Cancellation Policy and Fees Cancellations due to health, bereavement, or pregnancy follow the standard business cancellation terms:
Flights & Travel Insurance: Strictly non-refundable. Unpaid flight balances must be cleared before the cancellation can be processed.
Transfers & Extras: Refundable if cancelled more than 7 days before departure.
Hotels: Refundability depends on the hotel's specific terms and conditions.
Cancellation Fees: £50 per person (plus supplier charges) if cancelled more than 60 days before departure; £100 per person (plus supplier charges) if cancelled within 60 days of departure.
Self-Serve: Processing the Cancellation To cancel the booking, direct the customer to:
Log into My Bookings.
Select the relevant holiday and click View and Manage Booking.
Navigate to Make a Change and select Cancel Booking.
Review the final refund or payment amount due and submit the cancellation.
Travel Insurance Claims
The primary route for recovering costs due to medical reasons, bereavement, or pregnancy is through the customer's travel insurance provider.
Bot Action: If a customer requests proof of cancellation for their insurance claim, submit a request to issue a formal proof of cancellation letter.
Uninsured Customers: Direct Airline Refunds If a customer does not have travel insurance but possesses valid proof of inability to travel (e.g., a medical document or death certificate), they can attempt to request a flight refund directly from the operating airline.
Ryanair Exception: Ryanair strictly does not cancel or refund flights due to illness. They only consider refunds in the event of a bereavement. If flying with Ryanair and cancelling due to illness, the customer must use travel insurance or process a passenger name change.
Pregnancy Exception: Airlines do not typically offer refunds for pregnancy. Instead of a full cancellation, advise the customer to explore changing their dates or removing/changing a passenger via the Make a Change section of their account.
Bot Action / Customer Routing (Airline Approval): If the customer contacts the airline directly and the airline formally agrees to refund the flight, direct the customer to submit this proof to the business via Live Chat. An agent will then review what can be done regarding the hotel and transfer costs.
Changing Holiday Dates
Policy on Date Changes
The business cannot amend or change the travel dates of an existing booking.
If a customer wishes to travel on different dates, they must cancel their current booking and place a brand-new booking via the website homepage.
Cancellation Process and Fees
Self-Serve Action: To cancel the current holiday, direct the customer to log into My Bookings, navigate to the Manage My Booking section, and select Cancel Booking.
Standard cancellation charges from both the business and the suppliers will apply to the original booking.
If the cancellation is made close to the departure date, most airlines and hotels will charge the full cost of the booking, meaning no refund will be available.
Travel Insurance Claims
If a customer or a member of their party cannot travel on the originally booked dates due to unforeseen circumstances, they must explore a claim through their travel insurance provider to recover the costs.
Advise the customer that their original booking confirmation paperwork serves as the required proof of the initial holiday cost for their insurer.
Changing Holiday Destination
Policy on Destination Changes
The business does not permit destination changes on an existing booking.
To travel to a different destination, the customer must cancel their current booking entirely and create a brand-new booking via the website homepage.
Cancellation Process and Fees
Self-Serve Action: To cancel the current holiday, direct the customer to log into My Bookings, navigate to the Make Changes menu, and select Cancel Booking.
Standard cancellation charges from both the business and the suppliers will apply to the original booking.
Most airlines and hotels do not allow destination changes and will charge up to 100% of the booking cost if the customer cancels.
Warning: Direct Airline Changes
Customers must not change their flights to a new destination directly with the airline without cancelling their original booking with the business first.
Changing flights directly to a different location may result in the hotel and transfer suppliers automatically cancelling the arrangements without a refund. The customer will be left responsible for the cost of both the original and the new arrangements.
Travel Insurance Claims
If the customer needs to change their destination due to unforeseen circumstances, advise them to explore a claim through their travel insurance provider to recover the costs of cancelling their original booking.
Amending Hotel Bookings (Hotel, Room Type, Board Basis)
Permitted Hotel Changes Customers can amend their existing hotel booking to do any of the following:
Change to a completely different hotel.
Change the room type (at the same hotel).
Change the board basis (at the same hotel).
Add extra rooms to the booking.
Time Constraints and Cancellation Warnings
10-Day Cut-Off: The business cannot facilitate or process any hotel changes within 10 days of the customer's departure date.
Cancellation Penalty: If a customer chooses to cancel their booking entirely within this 10-day window, the hotel will charge 100% of the cost of the stay (no refund available).
Amendment Fees Processing a hotel change will incur a standard administration fee. The exact fee varies based on the specific change requested and how close the customer is to their travel date. This admin fee is charged in addition to any increased supplier costs for the new hotel, room, or board basis.
Self-Serve/Bot Action: Processing the Change To amend their hotel booking, direct the customer to their online portal:
Log into My Bookings.
Select the relevant holiday and click View and Manage Booking.
Navigate to the Make Changes menu and select Hotel Changes.
Select the desired change and follow the on-screen steps to generate a cost breakdown and confirm the amendment.
Exception: Missing 'Hotel Changes' Option
If the 'Hotel Changes' option is not visible in the customer's portal, it means the system cannot process that specific request at this time.
If the customer is trying to change their room type or board basis and the option is missing, advise them to contact the hotel directly to see if the property can accommodate the request locally.
Special Hotel Requests (Room Location, Adjoining Rooms, Occasions)
Policy on Special Requests
The business cannot process, manage, or guarantee special hotel requests (such as adjoining rooms, specific floor preferences, or room decorations for special occasions) on the customer's behalf.
Because hotels manage their own daily schedules and room allocations, all special requests must be made by the customer directly to the accommodation provider.
Advise the customer that while hotels will try to accommodate requests, they are strictly subject to availability and can never be guaranteed.
Self-Serve/Bot Action: Locating Hotel Details To submit a special request, the customer must contact the hotel directly. Instruct the customer to find their required reference number and the hotel's contact information via their online account:
Log into My Bookings.
Navigate to the Special Hotel Requests section.
Locate the Hotel Reservation Number (a unique supplier reference, e.g., OTBH111111111). The customer should use the copy button provided, as the hotel will require this specific code to locate their reservation.
Click the Find hotel contact details button to automatically generate the direct phone number or email address for the specific hotel.
The customer must then reach out to the hotel directly using those details to submit their request.
Cancelling Travel Insurance
Travel Insurance Booked via On the Beach (ROCK Insurance) For policies added to a booking via the website, insurance coverage is provided by partner ROCK Insurance.
Within 14 Days of Booking (Cooling-off Period):
The policy can be cancelled for a full refund.
Action Required: The customer must contact ROCK Insurance directly to cancel. Contact details can be found on their Insurance Summary document.
More than 14 Days After Booking:
Travel insurance is strictly non-refundable and cannot be cancelled or refunded.
Third-Party Travel Insurance
If the customer purchased travel insurance independently through a separate provider, the business has no access to or record of the policy.
The customer must contact their insurance provider directly to manage or cancel their cover.