Our promise to you
We are here to help:
|Monday – Friday||
|Saturday – Sunday||
If you need help with a parking, hotel, lounge, car hire or airport transfer booking, you can speak to us in real time by live chat.Live Chat
If you need to speak to us about an insurance policy, chat to our insurance specialists.Insurance Live Chat
At Holiday Extras, we are dedicated to delivering a hassle-free service to our valued customers, allowing you to fully enjoy the most precious time of all - your holiday or break. Our mission is to achieve 'epic' levels of customer satisfaction, striving to be the best in travel. We want you to know that you are incredibly important to us, and we never take your trust for granted. You deserve the best, and we are committed to providing it.
Because we understand the value of your time, our primary goal is to ensure ease & simplicity and we are proud that less than 2% of our customers ever need to speak to our team. This is not because we are unavailable (far from it) but because we have designed our processes to be as quick as a click of a button.
If you do need to get in touch, we are here for you. Our dedicated team responds promptly, with over 85% of our customers being answered in less than 1 minute, even during our busiest periods when you may need assistance the most.
We take immense pride in our service, and we are delighted that over 70% of our customers rate us as excellent, even world-class. This positive feedback motivates us to continue delivering exceptional experiences.
And while we strive for excellence, we recognise that there is always room for improvement. Fewer than 1% of our customers feel the need to make a complaint about our products or services but on the rare occasion that something goes wrong, we are committed to providing fast assistance. On average, we resolve issues within 7 days, and you can expect a response from us within 24 hours.
Update 6th November 2023 - recent disruptions like fires, storms, and airport closures have briefly delayed us and we are not quite hitting those targets currently, so we've brought in extra resources to catch up swiftly and aim to be hitting our usual targets again by the end of the month.
Thank you for choosing Holiday Extras. We look forward to serving you and exceeding your expectations.