Holiday Extras - Answers to your Questions
What do Holiday Extras do?
Holiday Extras are the UK market leader in travel extras. Core offerings include airport hotels, airport parking, airport lounges, airport transfers, travel insurance, holiday car hire, airports by rail and coach and UK port parking. Holiday Extras' provide comparison and booking for all the above, including exclusive, multiple-product packages all in one place and supported by award-winning customer service. Holiday Extras offer travellers less hassle so they get more holiday.
Is Holiday Extras owned by Thomas Cook?
No. Holiday Extras is an independent company founded by Gerry Pack in 1983. Holiday Extras works with a network of over 8,000 travel agents and with 4,000 exclusive partnership agreements which includes Thomas Cook, AA, TUI, British Airways, Saga Holidays and easyJet.
Are Holiday Extras reliable?
Yes. 99.8% of Holiday Extras customers say they would book again. Holiday Extras has a 4-star rating on Trustpilot and reviews collected directly from customers post-holiday, represent all transactions, are unmoderated and very positive. Reponse times from their customer services average just 20 seconds and their call centre regularly wins industry awards.
How do I contact Holiday Extras?
Most of our customers find what they need on our Action Station but if you still need to speak to someone, our dedicated Help Squad are on hand for any questions you have via our Live Chat service which operates 9am-8pm every day.
You can also speak to us by phone if you've spoken to us on live chat or email first. We can either arrange to call you or give you a freephone number.
For help with an existing booking outside of 9am-8pm, we recommend checking your email confirmation which will provide you with your supplier's contact number.
Where are Holiday Extras based?
Holiday Extras are based in Newingreen, near Hythe Kent, 2 mins from Junction 11 of the M20.
Address:
Holiday Extras,
Newingreen,
Hythe,
Kent,
CT21 4JF.
What is a flexible booking with Holiday Extras?
Flextras are our most flexible booking terms. At Holiday Extras, bookings are always flexible, always easy to amend and if you need to cancel you can, without charge. With our fully flexible Free Cancellation products you can amend or cancel up to the time you've booked to arrive and if you do need to cancel, you'll be issued a voucher for the full value of the booking so you can re-book any holiday extra (from hotel to parking, from car hire to fast track security) when your plans have been rearranged. As long as you cancel at least before midnight on the day before your booking was due to start, we can organise a cash refund for you within 14 days of the voucher being issued.
For more information, check out our dedicated Flextras page.
How do I get a refund on Holiday Extras?
Log in to the Holiday Extras website and click on 'My bookings'. From here you can select to cancel your booking. You will receive confirmation by email. Parking, hotel, lounge, Fast Track, airport transfer or car hire bookings are cancelled for free up to the day before you travel (so, by 11:59pm that day) and you'll immediately receive a voucher to use for a future Holiday Extras booking.
For Transfers and Car Hire, you can cancel for free up to 72 hours before you travel and receive a voucher to use for a future Holiday Extras booking.
You can redeem that voucher against a future Holiday Extras parking, hotel, lounge, Fast Track, airport transfer or car hire booking, any time in the 18 months from the time of cancellation (after which the voucher will expire). You don't have to spend all of your voucher at once either, partial payments are accepted. Any unused amount on your voucher will remain and can be used on other bookings - the same expiry date will remain.
Can I get a cash refund from Holiday Extras?
Yes, Holiday Extras does offer cash refunds. 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 3 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.
How do I use my Holiday Extras voucher?
If you have a Holiday Extras account
- Visit the Holiday Extras homepage
- Log in to your Holiday Extras account. You can do this using the yellow "Login" button at the top right on a desktop browser, or by selecting "Customer login" within the header menu at the top left on a mobile browser.
- Go through the buying process as usual and select the product you would like to purchase.
- Continue through to payment and select "pay using voucher" on the payment page to make a new booking using some or all of your voucher balance.
If you don't have an account
- Visit the Holiday Extras homepage
- Go through the buying process as usual and select the product you would like to purchase.
- Continue through to payment and select "pay using voucher" on the payment page to make a new booking using some or all of your voucher balance.
- You will be asked to enter your Voucher Reference here - you can find it on your voucher email.
If your voucher was for a booking made with one of our partners
- You can either return to the site of the partner that you originally booked through and follow from step 2 of the "If you don't have an account" section above...
- Or you will soon receive an email from us that includes a specific link to follow so that you can use a voucher.
For more details check out our dedicated Holiday Extras vouchers page.
Is Holiday Extras ATOL protected?
ATOL is a protection scheme for flights and air holidays only - it protects travellers from losing money or being stranded abroad in the event of a tour operator going out of business. As a travel extras provider, Holiday Extras is not eligible to be ATOL protected.
How much money will I lose if I cancel my holiday?
Should you cancel your holiday plans it's likely you'll have to pay a cancellation fee, which is usually a percentage of what you've already paid. It's best to check the terms and conditions of your booking for details. If you have travel insurance you might be able to claim back the costs of your holiday.
If the UK Foreign Office has warned against travelling to your holiday destination (due to a security risk, natural disaster or disease outbreak), you're entitled to cancel without paying any fees and get a full refund.
If you have a booking with Holiday Extras and you've cancelled your holiday plans, you need to log in to the Holiday Extras website and select cancel within your booking section. See more details here.
How do I get my money back from a cancelled flight?
You need to contact your airline on the phone number contained in your flight documents. If flights are cancelled, the airline must refund you within 7 days.
If you have reservations made with Holiday Extras and your flight is cancelled, you need to log in to the Holiday Extras website and select cancel within your booking section. See more details here.
What happens if my holiday provider goes bust?
In the rare event that your holiday provider goes bust the first thing to do is to call your provider to check if your booking is still in place. If this is confirmed you should be OK to proceed with your trip. If not, you'll need to check your paperwork to see if you're ATOL (Air Travel Organiser's Licence) or ABTA protected.
Under the ATOL financial protection scheme if a holiday provider goes out of business your booking will be refunded. If a company should go bust when you're already abroad your provider will take care of you and fly you home at no extra cost to you. The ABTA scheme offers similar protection for cruises/package holidays without a flight.
It is a legal requirement in the UK that travel companies selling package holidays must covered by the ATOL scheme. Your booking confirmation will show that you are ATOL protected. Keep this document safe and bring it with you on your travels.
If your travel plans have been affected by your holiday provider going into administration and you have a booking with Holiday Extras you will need to log into the Holiday Extras website and select cancel or amend within the booking section.