Hassle free helpUpdated: Thursday, July 2, 2020
Thank you for visiting our help page. Here you will find the most up-to-date information about making a new booking (including how to use a voucher), making a change to an existing booking and how to contact us.
Select from these options:
Getting in touch with us
Our team is working from home for the moment, in line with government guidelines that it is safest to do so if possible. The easiest and quickest way to get in touch with us is via the forms on this page, so if you have a question or problem please let us know here and we'll email you back within seven days.
We are responding in the order in which queries were raised and you only need to get in touch once. We are responding to everyone.
Making a new booking (including how to use a voucher)
We are really pleased to see 47% of destinations reopening to travellers and customers booking again - it's an encouraging sign that we'll all be going on holiday again soon.
Select from the options below for help with making a new booking.
Using a voucher to make a new booking
You can now pay online for a new hotel, parking, lounge or airport transfer booking using a Holiday Extras voucher that you received for both flexible and non-flexible bookings.
Please let us know if you have any problems using your voucher to make a payment, or to use a voucher to book something other than hotel, parking, lounge or airport transfer - our team will be delighted to make the new booking for you..
You can always visit the voucher manager page to see your voucher balance and validity.
Review our flexible terms for new bookings
Our Hassle-Free cancellation terms make it really easy if your plans have to change.
With the exception of travel insurance, you can cancel any flexible Holiday Extras product, without charge, and receive a credit voucher for the full amount, valid for up to 3 years.
If you'd prefer cash, you can cancel and refund a voucher two weeks after cancelling the booking, minus a £10 processing fee. Request to cancel and refund a voucher here, minus £10 processing fee.
How are Holiday Extras' partners and suppliers staying COVID-secure?
We are currently in discussions with all of our suppliers to advise and support them on providing a hygienic and safe travel environment for you. With our 37 years of experience, we are leading the charge on making sure that all products and services are adapted correctly to travelling safely. We will update each product with more information as we get it.
Making a change to a booking
Select from the options below for help with an existing booking:
How to cancel a booking
Travel dates in up to July 2020
All bookings for travel in June or July 2020, even those that are marked "non-refundable", can be easily cancelled online using our hassle-free help and support system.
We will send a reminder email to all customers with a booking in July to ask if they still plan to travel.
A voucher worth 100% of the value of cancelled bookings is issued immediately sent to the email address on the booking and visible on the voucher manager page
Travel dates August 2020 onwards
All flexible bookings with a travel date later than July can be cancelled online and a voucher will be issued.
Vouchers will not currently be issued for non-flexible bookings with travel dates from 1st August 2020. If your non-refundable booking is for August 2020 or beyond, please take no action at this time. We recommend you revisit this page in July to check on the latest advice.Contact us if you are having problems cancelling a booking.
How to amend a booking
It is easy to amend a booking online using our hassle-free help and support system.
How to cancel and refund a voucher
Some customers have told us that they would prefer a cash refund instead of a voucher. As a gesture of goodwill, we are now contacting customers that have requested a cash alternative to vouchers from flexible (and most non-flexible) bookings, in cancellation-date order, with the option to take a refund in cash (subject to any fees that may apply).
We have refunded the majority of these requests up to and including 8th April and our team are now also working through a batch of refund requests for cancellations made up to 22nd April. We're now well over half way through the backlog of refund requests that we have received to date - we received 2 years worth of cancellations since lockdown began and we really appreciate your patience while we work through them. Thank you.
For each date we reach, we send an email to customers that have contacted us to ask for a cash refund, with a choice to keep the voucher for 100% of the booking value or convert it into cash, less any cancellation fees and non-refundable elements that were agreed at the point of booking.
If we haven't already please use the following form to cancel and refund a voucher/sYou can request a cash refund here.
Not received your vouchers or the amount is incorrectPlease complete this form. One of our team will get back to you as soon as possible.
If you are overseas and returning earlier or later than booked
We appreciate that flights and airlines are disrupted.
If you've got a booking with us, especially if you have a car parked with us and you're experiencing problems getting home as planned, please use our early/late returns form to let us know. We'll contact the car park and explain the situation.