Help and support for customers trying to contact us
We're sorry that our contact centre is much busier than usual
Last updated: April 6
Dear valued Holiday Extras customer
Now that international travel restrictions have largely been lifted and holidays are well and truly back, we're seeing unprecedented demand in our contact centre. We're also seeing increased contact as a result of a new regulatory change called Secure Customer Authentication, designed to reduce the risk of fraud when making online purchases, which has made it harder for some customers to pay online.
Because of this, we are unfortunately not currently able to deliver our normal high level of service. .
What have we done to fix it?
- We've recruited new team members for our contact centre, who will be fully available very soon
- We're prioritising speaking immediately to customers who are travelling within the next 10 days, by live chat
- For help with a booking 10 days or more away, to save you queueing, please give us your details and we'll call you back as soon as possible.
- For those customers who have already travelled with us, we've also set up a prioritised queuing system. We'll come back to you as soon as possible
Every one of our customers are important to us.
We apologise that if you've tried to reach us by telephone or chat you may have experienced a longer wait than usual.
Remember, most requests can be self-served using our online tools, so we recommend checking the options below.
In the meantime, thank you again for your patience.
Help with making a payment
Our payment help and support page contains advice that can help you complete the authentication process for any online transaction, including with Holiday Extras.
Help with amending a booking
Changes are easy and fast to do online when you log in to your booking page.
Help using a voucher
We are aware that using a voucher for payment asks you to renew your card details even if the voucher fully covers the price of the booking - this is required and normal and allows our system to refund any amendment made to your booking.
Our voucher page contains everything you need to know to use a voucher or view your voucher balance.