Holiday Extras - Answers to your Questions

Holiday Extras Answer 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?

The best way to speak to our team is via our Live Chat service. They are currently available Monday to Friday 0900-1700. We're operating at reduced hours due to the impact the coronavirus pandemic has had on our team. We hope to be back to full operating hours, 7 days a week as soon as possible.

If you need help with Travel Insurance please get in touch here: Holiday Extras Insurance Customer Request Form.

For help with an existing booking outside of these hours, 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.

Google map for Holiday Extras

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 recieve 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. All 'Free & Flexi', 'Fully-Flexible', and 'Free Cancellation' bookings can be amended or cancelled up to the day before you travel. When you cancel your booking online you will receive a voucher for the full amount of your original booking to use for any future Holiday Extras bookings within 3 years. You can also choose to cancel your voucher and request a cash refund within 14 days. The full process will be explained on your booking confirmation. The value of the voucher will be refunded, less a £10 processing fee.

Can I get my airport parking money back?

Yes. Should you need to cancel your airport parking booking (only applicable to flexible bookings) Holiday Extras will issue you a credit voucher for the full amount, which can be used to book any of our products within 3 years. If you'd prefer a cash refund you can cancel your voucher and request a refund, which will be processed within 14 days. The value of the voucher will be refunded, less a £10 processing fee.

Can you cancel an airport lounge?

Flexible airport lounge bookings, marked 'Free Cancellation', can be amended or cancelled up to the day before you travel (so, by 11:59 pm that day). You can cancel with a couple of taps online and Holiday Extras will issue you a voucher for the full amount, which can be used to book any holiday extra within 3 years.

Where an airport lounge product is marked 'Can't Cancel or Amend' the booking cannot be cancelled or amended, nor can we offer any voucher or refund.

How do I use my Holiday Extras voucher?

If you have a Holiday Extras account

  1. Visit the Holiday Extras homepage
  2. 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.
  3. Go through the buying process as usual and select the product you would like to purchase.
  4. 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

  1. Visit the Holiday Extras homepage
  2. Go through the buying process as usual and select the product you would like to purchase.
  3. 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.
  4. 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

  1. 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...
  2. 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.


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