Terms and conditions information

Terms and conditions.

We’re dedicated to giving you less hassle so you can have more holiday. It’s important that you understand what you’re booking before you commit. We’ve set out everything you need to know below.

About us. These terms and conditions are governed by English law and they apply when full payment is received for a booking. You and we both agree to submit to the exclusive jurisdiction of the English courts. When we talk about 'we', 'us', etc, we mean Holiday Extras Limited (co no: 01693250) Ashford Road, Newingreen, Hythe, Kent CT21 4JF. Travel insurance and medical travel insurance is Holiday Extras Cover Limited (co no 05058680).

These terms only apply to Holiday Extras bookings made directly through our website, app, or via the Holiday Extras contact centre or through an affiliate partner of Holiday Extras using the Holiday Extras booking engine. We act as a booking agent for the companies that provide or operate the travel products we sell on our website. Your contract for the provision of these travel products will be with the applicable provider of them, and they have their own terms and conditions. These are available upon request. Bookings made via a third party partner website are subject to the terms and conditions set out on that website.

If you need to get a hold of us for any reason you can here or get in touch with our award-winning contact centre via live chat.

Before you book

We review all of the products we sell. Wherever possible we offer first-hand video reviews and photos of every product so you can buy with confidence. Please take the time to read the product information so that you book a product that is suitable for you. If you find anything that’s not completely accurate in our information, please tell us as soon as possible.

The companies that provide the hotels, car parks, lounges, car hire we sell will have their own terms and conditions, which will also apply to you. We can get you a copy of these if you need one, just ask, but we’ll try to make you aware of anything you need to know.Once you book, our role is as an intermediary between you and the product provider, sharing the booking details to the provider and sending you a booking reference number by email on behalf of the provider.

If you book one of our Mystery products, you’ll be getting a great product at a lower price than you’d otherwise pay. We won’t be able to tell you what hotel or car park that is until after you’ve booked and many Mystery products cannot be cancelled once they’ve been purchased. We’ll do our best to tell you anything that might make any of our Mystery products unsuitable, but if you book, you should do so on the understanding that the Mystery product may not be ideal for your needs. As such, we are not responsible if it is not suitable.

All prices include VAT and are constantly updated so we can give you the best deal available at the time. A price we’ve offered you may go up or down if you come back to book later. Make sure you book the package you want when you see it, so we can guarantee you’ll pay the price you’ve seen. We reserve the right to correct any pricing errors on our website and/or on any bookings at an incorrect price.

If you use a discount code when looking at our products, the discount will be noted on each package it applies to. If you want to take advantage of your discount, make sure you book a package that states your discount can be applied.

Before you go on holiday

Make sure you read your booking confirmation thoroughly to confirm what you’ve booked is suitable for you and take it with you when you go on holiday. If you don’t follow the instructions we give you, we may not be able to refund you any additional costs you’re charged as a result.

Parking and meet and greet parking

Parking is at your own risk and subject to the car park operator’s terms and conditions. If you have an extra large vehicle or a motorbike, please check with us that the car park can accommodate it without an additional charge. If you believe that damage has been caused to your vehicle while in the care of the parking provider, this must be reported before you leave the site. This will enable us to fully investigate any damage claims you raise with us after the event. If you report any damage after leaving the site, then it will be difficult for us to investigate and reach an outcome. We will only be liable for our negligence in making the booking. We can help you communicate with the provider to resolve any issues, however any claims in relation to the parking product must be made against the car park provider and will be subject to their terms and conditions.

Hotels

If you have any problems on the day, please let the hotel know so they can help you. If you don’t let them know, we may not be able to help you later on. We can help you communicate with the provider to resolve any issues, however any claims in relation to the hotel must be made against the hotel and will be subject to their terms and conditions.

Fast Track and Lounges

If you have any problems on the day, please let the product provider’s on-site team know so they can help you. If you don’t let them know, we may not be able to help you later on. If you’re delayed in getting to a lounge, and don’t use all the time you booked, we cannot offer you a refund. We can help you communicate with the provider to resolve any issues, however any claims in relation to the product provider must be made against the product provider and will be subject to their terms and conditions.

Airport Transfers

If you have any problems on the day, please let the product provider’s on-site team know so they can help you. If you don’t let them know, we may not be able to help you later on. We can help you communicate with the provider to resolve any issues, however any claims in relation to the transfer provider must be made against them and will be subject to their terms and conditions.

Car Hire

If you have any problems on the day, please let the product provider’s on-site team know so they can help you. If you don’t let them know, we may not be able to help you later on. We can help you communicate with the provider to resolve any issues, however any claims in relation to the car hire provider must be made against them and will be subject to their terms and conditions.

Other important Car Hire terms:

Drivers must usually be aged between 21 and 75 although this can vary amongst product providers, so we strongly advise that you check this with the product provider before confirming your booking. All drivers must present a full valid driving licence in their name for the category of vehicle hired when taking delivery of the hire car. International rentals may have different driving licence requirements. A passport and additional ID may also be required. Please take care to check what documents you will need to collect and drive your car as neither we nor the provider will be responsible if you fail to take the required documentation. Additional charges may be payable by you such as refuelling, additional driver charges, young driver surcharge and delivery and collection fees. Details of these additional charges are available from the applicable product provider. Petrol is not usually included in the hire price. An excess amount may be applicable in the event of theft or damage to the hire car. This will vary depending on the product provider. You may be able to purchase additional insurance coverage to remove or reduce the excess payable. Details of the excess amount and the availability of insurance coverage is available from the applicable product provider. Insurance may be available from us for this product. Unless agreed otherwise, you must return the hire car to the branch from which it was collected. If you do not comply with this obligation, the product provider may apply an additional surcharge. Special equipment, such as child seats, can be requested, and will be payable directly to the product provider upon pick up (if available). We will not be liable if such items are unavailable.

What to take with you to collect your rental car:

• All drivers to present a full valid driving licence (that they’ve held for at least 12 months). Some countries may require an International Driving Permit (IDP), see if this is required for the country you are visiting.
• Rental voucher (original confirmation)
• Passport of the main driver
• Credit Card in the name of the main driver with enough available funds to cover the excess/deposit amount and activated for international transactions. Debit cards will not be accepted and the physical card will need to be presented. Deposit and excess amounts are show in your original confirmation.
• DVLA code available from gov.uk

If you are delayed by more than 30 minutes on arrival, due to flight, immigration, or any other unforeseen circumstance, ensure you contact the rental office at least 30 minutes prior to your scheduled pick up time. Their number can be found in your confirmation. It’s important to note that many car rental companies offer a grace period, the length of this is detailed in your confirmation. However, if you fail to show up or communicate with them by the end of this grace period, there may be an additional fee, or the vehicle you reserved may no longer be available.

Additional insurance: You may be offered additional insurance cover to reduce or remove your excess or provide additional cover that is not included in your Collision Damage Waiver (CDW). This is different to our Full protection Insurance that you may have purchased at the time of booking. Please note that insurance sold locally is an optional insurance cover and the contract for this cover will be between you and the rental company. If you are dissatisfied with the cover, you will need to contact the rental company directly.

When dropping off your hire vehicle, ensure you read through any documents you are being asked to sign as it may outline additional charges that the rental company deems applicable to you.

UK Short Breaks

UK short break bookings for hotel and ticket packages are subject to these terms and conditions.

Confirmations by post

If you need a copy of your confirmation sent by post, you can add this to your booking for a small fee. We’ll post the confirmation by first-class post on the next working day after you booked. Our terms still apply if your paper confirmation is delivered late or not at all.

Changes and cancellations

If you booked with us through another company, you will need to cancel with them directly.

Sometimes we may have to make changes to your booking after you have made it. Should this happen, we’ll notify you as soon as we’re able. You can find a current copy of your booking here. We reserve the right to correct any pricing errors on our website and/or on any bookings at an incorrect price.

Travel insurance and medical travel insurance products have their own cancellation and amendment terms. Please ask for a copy of these.

Cancelling or Amending a booking “Fully-Flexible”, “Free Cancellation” bookings for Parking and Hotels can be amended or cancelled up to your booked time of arrival on your booked travel date.

“Saver” bookings for Parking, Hotels, Lounges or Fast Track can be amended or cancelled up to 11:59pm on the day before you travel (unless otherwise stated).

Car hire bookings cannot be amended but you can cancel up to 48 hours before you travel. If you need to amend your details, you will be able to cancel and rebook with your new details, up to 48 hours before you travel for Car Hire.

Transfers can be amended online, however, anything inside of 48 hours will be subject to availability with the local supplier and we will notify you once we have contacted them. Transfers are able to be cancelled up to 11:59pm the day before you travel.

“Fully-Flexible” or “Free Cancellation” bookings If a “fully flexible” or “free cancellation” product is cancelled, you will receive a voucher for the full value of your original booking to use for any future Holiday Extras booking. This voucher can be used to pay for any future Holiday Extras Parking, Hotel, Lounge, Fast Track, Transfer or Car Hire booking, any time at all, within 2 years of issue.

You can also choose to exchange your voucher for a cash refund up to 14 days from the date of issue. Bookings cancelled 7 days or more after the original booking date will be refunded, less £10 which will be held as a non-refundable balance on your account, available to spend the next time you book.

Vouchers issued for a “Fully-Flexible” and “Free Cancellation” booking which are cancelled on the booked arrival date are not eligible for a cash refund.

“Saver” bookings If a “Saver” product is amended or cancelled, you will receive a voucher for the full value of your original booking to use to rebook the same product. This voucher can be used for 18 months from the date of issue. We do not offer a refund on saver products.

“Can’t Cancel or Amend” or “Non-flexible” bookings These products cannot be cancelled or amended, nor will we offer any voucher or refund.

Vouchers Vouchers will be issued for the full value of your original booking. If, when using a voucher, the price of the new booking is higher than the value of the voucher, you will need to pay the difference. Vouchers do not need to be used in full; partial payments are accepted. Any unused amount on your voucher will remain and can be used for other bookings. The same expiry date will remain. Following the expiry date, your voucher will lapse. Vouchers must be redeemed using the same website as the original booking.

On the day

When you travel, take your booking confirmation (either as a printout or, better, by using our app) and the credit or debit card you booked with. The confirmation will give you instructions on what to do on the day and let the hotel, car park or lounge know who you are. If you booked at a discounted rate for yourself as a travel agent, you will need to take a pay slip or proof of employment as confirmation that you are entitled to this. Make sure that you leave enough time to get to your departure gate as we can’t help you if you miss your departure because you’re running late.

If you have any problems on the day, please let the team at the hotel, car park or lounge know so they can help you. If you don’t let them know, we may not be able to help you later on. If you’re delayed in getting to a lounge, so can’t be there for all the time you booked, we cannot offer you a refund. As a booking agent we will only be liable to you for losses directly arising from our negligence in booking the product. Any claims relating to the delivery of the travel product must be made against the product provider. Advising them of an issue at the time is therefore important.

If you’re parking and you arrive before the day and time you booked for or stay later than when you have arranged to leave, you may be charged for the extra parking at the car park’s normal price. If you leave earlier than planned, we can’t refund any of your money.

Events beyond our control

Very rarely, we may be forced to change or terminate your booking due to unforeseen major events known as force majeure. This means any major event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid and that were beyond our reasonable control. For the avoidance of doubt events beyond our control include (but are not limited to), war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, extreme weather, epidemics, natural and nuclear disaster, fire, adverse weather conditions, government regulations and advice, airlines cancelling or changing schedules due to airports or airways being congested or closed (due to amongst other reasons, the regulatory environment).

Changes or termination of your contract due to events beyond our control are extremely unlikely. If, however, such major events do occur, we regret we will be unable to make any refund of payments for services not received. We cannot accept liability or pay any compensation where the performance (or prompt performance) of our obligations under our contract with you is prevented or affected by events beyond our control. This is also the case if you suffer any damage, loss or expense of any nature as a result of the major event.

You should review the product provider’s terms and conditions to understand what liability there is in the event of a cancellation due to these circumstances. If your booking was made via a travel agent that becomes insolvent and has not paid us for your booking, we will cancel your booking and you will be required to pay us again in full should you wish to continue. You may have rights under the travel agent’s ATOL or ABTA bonded scheme, and should contact the travel agent or the scheme itself for refunds. We recommend that all travellers have comprehensive travel insurance. We can help you with your travel insurance on our website or through our contact centre.

We will of course do our best to offer you support as our valued customer in the event of any of these circumstances happening where we can, and will offer guidance on our website in the event of these out of the ordinary events occurring.

When you get home

We hope everything went smoothly. If you had any problems at all with the services you’ve booked through us, please contact our Customer Experience team and we’ll do our best to put things right. Please send us copies of any relevant receipts or documents you have.

You can get hold of us here or send a letter to: Customer Experience, Holiday Extras, Ashford Road, Newingreen, Hythe, Kent CT21 4JF

After you get home, we’ll send you an email to ask you how everything went. We might pass some of your details on to an independent company so they can process that information for us to ensure the customer experience is a good one.

Privacy

We know how important your privacy is online, so we take it seriously. To find out more about how we use your data, take a look at our privacy policy.

Late Return Cover

If for any reason you overstay in any airport car park (e.g. delayed or cancelled flights), you may be liable for an overstay charge. This is charged by the car park itself, based on their daily gate price, which the supplier will provide upon request.

An overstay charge may be incurred due to late arrival back at the car park, which excessively overruns your booked time of return.

However, by purchasing our late return cover, we will refund any overstay charges you’ve paid up to 48 hours, provided that the overstay is due to a valid reason and supported by sufficient evidence.

Evidence must include: Acceptable evidence of delay and cause e.g. copy/image of booked flight boarding pass or proof of purchase with a clear flight number evident. Valid evidence of overstay charge payment e.g. receipt.

Valid overstay reasons include but are not limited to: Delayed flights Cancelled flights Airport hold-ups Other valid extenuating circumstances, which will be assessed on a case by case basis.

Events beyond our control exceptions to Late Return Cover: Unfortunately, this cover does not include overstays as a result of any events beyond our control, and we cannot accept liability or pay any compensation where the performance of our obligations was impacted by such an event. For clarity this includes any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. These include (but are not limited to) war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, extreme weather, epidemics, natural and nuclear disaster, fire, adverse weather conditions, government regulations and advice, airlines cancelling or changing schedules due to airports or airways being congested or closed (due to amongst other reasons, the regulatory environment).

Additional exceptions include any late returns as a result of illness/medical emergencies, bereavement, disinclination to travel or trip extensions. Also, any situation/circumstance where an overstay is a direct result of a lack of due care and attention, by you or any persons in your party, will not be covered. Such events include (but are not limited to), timekeeping and booking errors.

To make a refund request under the Late Return Cover:

Complete this form to make a Late Return Cover refund request. You'll need your flight details (e.g. copy of boarding pass or proof of purchase with a clear flight number evident) and proof of overstay payment (e.g receipt). Overstay Evidence related to your claim must then be supplied within 3 days of Holiday Extras being notified of the refund request.

Important to know that unless we say so in these terms, if you want to amend or cancel your booking due to an event of the type listed in the events beyond our control category, we do not have to refund any payment you have made to us under your late return cover.

Airport Transfers 100% Guarantee

If your transfer does not arrive and you are at your meeting point within 1 hour of your scheduled flight arrival time, please double check your confirmation that you are in the correct meeting point and contact the emergency numbers within your arrival/departure instructions. If the transfer still fails to meet you after taking these steps, then please arrange alternative transport and keep a copy of your receipt and call logs to make a claim against our transfer guarantee.

Holiday Extras will refund 100% of the alternative transport cost, and in addition, 50% of your original booking cost as a gesture of goodwill in the form of a voucher. You will need to submit copies of receipts and proof you have followed all of the instructions. Once all information has been submitted correctly, we will refund and compensate you within 48 hours.

If you have a transfer booking and your flight is delayed by less than 2 hours, you do not need to do anything and your driver will wait up to 1 hour after your landing time. If you feel you might be delayed in immigration, please call the emergency numbers within your arrival instructions to inform them. If your flight is delayed by more than 2 hours, please contact the emergency numbers within your arrival instructions to inform them, they will endeavour to assist you. If your flight is delayed by more than 2 hours and the local provider is not able to facilitate your transfer, then please claim on your travel insurance.

Flight cancellation cover

If your departing flight has been cancelled but you have already parked your car at the car park, you will not be entitled to a refund for the unused parking. This is due to us being charged for the parking once it has commenced.

In addition to this, if you have managed to book another flight for the following day, most car parks will not keep this booking live as they use an automated number plate recognition system which closes the booking upon leaving the car park.

However, by purchasing our No Fly Cover, we will issue a voucher / refund to you, provided that the flight was cancelled and that this can be supported by sufficient evidence, and submitted within 48 hours of the time that your flight was supposed to depart, or the time that it was actually cancelled, whichever is the latter.

Evidence must include;

1. Acceptable evidence of flight cancellation e.g. copy / image of booked flight boarding pass or proof of purchase with a clear flight number evident.
2. Valid evidence of flight being cancelled e.g. screenshot of cancellation confirmation.

This cover is limited to flight cancellation only and will not cover you for the following reasons;

1. Forgotten / lost passports.
2. Refused boarding.
3. Missed your flight due to late arrival.

There may be other valid extenuating circumstances, which will be assessed on a case by case basis.

Please note, this cover entitles you to a refund for your parking reservation with us only, provided the evidence is submitted within the terms, and does not entitle you to a refund for your actual flight cancellation. Once the supplier has notified us that your vehicle has left the car park, and they have confirmed that you have not made a request to keep the reservation live, we will look to refund your booking.

Exceptions

Unfortunately, this does not cover cancellations as a result of a force majeure event and we cannot accept liability or pay any compensation where the performance of our obligations was impacted by such an event. For clarity, force majeure includes any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events will usually include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, extreme weather conditions, epidemics, fire, closure and all other events outside our control or that of UK Foreign Office advice.

Additional exceptions include any cancellations as a result of illness/medical emergencies, bereavement, disinclination to travel or trip extensions. Also, any situation/circumstance where an overstay is a direct result of a lack of due care and attention, by you or any persons in your party, will not be covered. Such events include, but are not limited to, timekeeping and booking errors.

To make a refund request Please note Holiday Extras must be notified of a refund request within 48 hours of the time that your flight was supposed to depart, or the time that it was actually cancelled, whichever is the latter. Cancellation evidence related to the refund must then be supplied within 3 days of Holiday Extras being notified of the refund request.

To make a claim fill out this form, attaching your flight details (e.g. copy of boarding pass or proof of purchase with a clear flight number evident) and proof of flight cancellation (e.g screenshot of cancellation confirmation).

If you have any queries please don't hesitate to contact us on 08004 588454.

Lounge no-entry cover

If you are unable to use your lounge stay, due to unforeseen circumstances, such as traffic or security delays, we'll refund you the price of you lounge booking in the form of a voucher (less the cost of this cover)

However, by purchasing our No Entry Cover, we will issue a voucher/refund to you, provided the reason for no entry is covered below and that the lounge confirms you have not used your booking, simply let us know within 48 hours of your return to the UK (see claim form below).

Exceptions Unfortunately, this does not cover cancellations as a result of a force majeure event and we cannot accept liability or pay any compensation where the performance of our obligations was impacted by such an event. For clarity, force majeure includes any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events will usually include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, extreme weather conditions, epidemics, fire, closure and all other events outside our control or that of UK Foreign Office advice.

Additional exceptions include any cancellations as a result of illness/medical emergencies, bereavement, disinclination to travel or trip extensions. Also, any situation/circumstance where an overstay is a direct result of a lack of due care and attention, by you or any persons in your party, will not be covered. Such events include, but are not limited to, timekeeping and booking errors.

To make a refund request Holiday Extras must be notified of a refund request within 48 hours of your return to the UK

To make a claim fill out this form with all relevant details

If you have any queries please get in touch on 08004 588454.

Outbound delay cover

If your outbound flight is delayed for any reason, you will either have to pay for another lounge booking (at the lounge's walk-in price) or leave and wait in the crowded terminal. The lounge's walk-in price which can be significantly more than the pre-booked price.

However, by purchasing our Outbound Delay Cover we will refund any additional charges you incur, subject to the exclusions below, meaning you can stay in the airport lounge for longer than your allocated time. This can only be if the reason for your delay is listed below and sufficient evidence is provided - the supported evidence criteria are listed below.

Limitations This cover will be limited to the same length of time and the same number of passengers as your pre-booked lounge booking with us. For example, if you book 2 people for 3 hours we cannot cover 3 people for 4 hours.

Unfortunately, airport lounges may not have the capacity at the time to extend your stay; under these circumstances, we will refund your original airport lounge booking in full.

Evidence must include;

1. Proof of the delay and cause, eg a copy of the booked flight, including a boarding pass or proof of purchase with the flight number clearly shown.
2. Proof of the overstay charge payment, eg a payment receipt.

Valid overstay reasons include but are not limited to;

1. Delayed flights
2. Cancelled flights

Exceptions This protection doesn't cover unforeseen events which include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, extreme weather conditions, epidemics, fire, closure and all other events outside our control or that of UK Foreign Office advice.

Additional exceptions include any late returns as a result of illness/medical emergencies, bereavement, disinclination to travel or trip extensions. Also, any situation/circumstance where an overstay is a direct result of a lack of due care and attention, by you or any persons in your party, will not be covered. Such events include, but are not limited to, timekeeping and booking errors.

Additional exceptions include situations or circumstances where a delay is a direct result of a lack of due care and attention, by you or any persons in your party, will not be covered. Such events include, but are not limited to, timekeeping and booking errors.

To make a refund request We must be notified of a refund request within 14 days of your return to the UK. The evidence related to the refund must then be provided within 3 days of us being notified of the request.

To make a claim fill out this form, attaching your outbound flight details (e.g. copy of boarding pass or proof of purchase with a clear flight number evident) and proof of extended stay payment (e.g receipt) or alternatively send all the relevant information to [email protected]

If you have any queries please don't hesitate to contact us on 01303 815318.

Never Beaten on Price

You can be confident that Holiday Extras prices will never be beaten. So, in the unlikely event you find the same product for less somewhere else, we will match the price, guaranteed. Terms and conditions apply.

Legal stuff

Holiday Extras Limited The Wave Ashford Road Hythe Kent CT21 4JF a company registered in England and Wales under company registration number 01693250 and is regulated by the Financial Conduct Authority under number 309682