Rated "Excellent"Our Airport Transfer Guarantee Explained
Here at Holiday Extras, we ensure that the journey from the airport to your hotel runs as smoothly as possible. We offer only the very best of transfer providers in over 4000 destinations around the world, and arrange hundreds of thousands of journeys for our many happy customers.
However, sometimes things don't go exactly to plan. We're working hard to make sure every single customer gets their holiday kick-started with a smile on their face – but what if you need a little extra help on the very rare occasion where something goes wrong?
Well... that's where our transfer guarantee steps in! Read on to discover everything you need to know about our guarantee, and how to use it.
What is our Transfer Guarantee?
We are so confident in the reliability of our transfers, this guarantee is our promise that, in the unlikely event that your driver fails to meet you, we will refund you within 48 hours of you contacting us with your documentation;
A full refund on a like-for-like alternative transfer arrangement
Plus a refund of 50% of your original booking as a gesture of goodwill in the form of a voucher
How do I use it?
Once you have made your transfers booking with Holiday Extras and before you set off on your trip, you will receive an email with everything you need to know about how to use our guarantee, including a claims form, which you can submit to our customer support team if you need to. Our brilliant team will review your claim form and refund you within 48 hours. Easy-peasy!
To be eligible...
To be eligible for our 100% transfer guarantee, you will need to have followed these steps:
What do I do if my transfer doesn't arrive?
- Check your confirmation to ensure you are at the correct meeting point or if you need to contact the provider to make them aware of your arrival.
- Call the emergency contact number/s provided in your confirmation after 60 minutes.
- Arrange a like-for-like transfer to get you to your accommodation.
- Keep proof of purchase for your alternative transfer and evidence of emergency calls.
Our Top Tips for your Transfer
Leave your mobile phone on throughout your journey in case your driver needs to call you. You'll also have quick access to your booking confirmation if you need it.
Let your provider know if you're delayed by more than 60 minutes once you land by calling the emergency number and giving the booking reference on your confirmation.
If you've tried the contact number for your transfer provider and they don't answer you'll find the number for the 24/7 helpline on your booking confirmation.
You'll get everything you need to know for your return transfer 24 hours before departure. Make sure you follow all instructions for the smoothest journey.
What you need to submit a claim
- You will need to provide a receipt for the alternative transfer that you booked, this can be a printed or digital receipt from your taxi or transport provider. Handwritten receipts cannot be accepted.
- You must also provide proof that you contacted both the provider phone number and the emergency contact number. This can include a screenshot of your mobile call log or phone records.
Holiday Extras Customer Support - always on hand!
Our help team is standing by for your questions about your airport transfers and our 100% transfer guarantee. Visit our help and support page for more information.
Why book with Holiday Extras?
As well as being the very first on the market to offer a 100% transfer guarantee, we also have...
- Decades of experience and trusted by leading travel agents
- A great choice of shared and private transfers
- Accessible vehicles available in many locations
- A round-the-clock, UK-based contact centre
- Vehicles in top condition, under 5 years old and with air conditioning
- 1000s of transfer options in just one click.
- Wifi included on many transfers (enter travel details for availability)
- Exclusive discounts for our mailing list