Holiday Extras Service Promise
We are here to help:
Monday – Friday |
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Saturday – Sunday |
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AI Assistance |
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At Holiday Extras, we strive to deliver "the easiest, fastest, most personal service in travel." By leveraging advanced technology and a highly trained team, we are dedicated to meeting your needs efficiently and effectively.
We have always been committed to delivering "less hassle, more holiday," and this mantra remains a driving force. It ensures our team focuses on making every interaction seamless, so you can focus on having an extraordinarily good time on holiday.

Here's what you can expect from our service:
We Make It Easy For You To Help Yourself
Our super self-serve platform empowers you to manage your bookings, vouchers, and policies with ease. Available 24/7, this intuitive system allows you to handle your travel arrangements at your convenience. We are proud that less than 2% of our customers ever need to speak to our team.
If you need assistance with making changes, our new AI assistant Nina is here to guide you to get the support you need.

We're Harnessing The Power Of AI To Provide Assistance
Our AI assistant is available around the clock to guide you swiftly to the help you need. Whether it's managing a booking, finding information, or troubleshooting, our AI is equipped to assist you promptly.
On those occasions you're unable to make changes to your booking or policy on your own, our team of dedicated agents is ready to assist you.
Live Chat Support With Real Humans Is Always Available
For those moments when you need human interaction, we offer comprehensive live chat support Monday to Friday from 9am to 8pm and Saturday & Sunday from 9am to 5pm. Our goal is to respond within 60 seconds and resolve most queries within a few minutes. Over 85% of our customers are answered in less than 1 minute, even during our busiest periods.
Using our live chat first service is incredibly convenient. Its smart design allows us to quickly pull up relevant information about your booking and the stage of your booking journey, enabling us to address issues even faster. This means you receive timely and efficient assistance, making your overall experience smoother and more satisfying.

We Provide A Freephone Number If You Need To Call Us
If your issue requires a more in-depth conversation, or if you prefer speaking directly to a person over the phone, we'll provide a freephone number for you to call. Our dedicated UK-based human-powered service is available Monday to Friday from 9am to 8pm and Saturday & Sunday from 9am to 5pm. With a fully trained team of over 100 experts, we ensure your calls are answered swiftly, over 80% of calls are answered in under a minute even at peak times because we know speed matters to customers.
Travel Confidently with Experience, Care, and Ease:
With decades of industry expertise, our dedicated professionals understand the nuances of travel and the importance of feeling secure on your journey. We prioritise your peace of mind by offering personalised support tailored to your unique needs. In the unfortunate event that you need to make a claim, we ensure a seamless and hassle-free process.
We Aim To Resolve Any Issues Fast
When things don't go as planned, we are here to set things right quickly:
- AI-Assisted Issue Reporting: Use our AI assistant to draft a letter to our team, capturing all necessary information for follow-up.
- Prompt Response: We will acknowledge the issue as soon as you report it, read and triage the issue within 24 hours, and keep you updated throughout the resolution process.
- Resolution Timeline: Our goal is to resolve 80% of issues within 21 days, with an average resolution time of 7 days. We understand how important timely resolutions are, and we've increased our team size to get back on track. We're committed to improving our response times

Your Feedback Is Very Important To Us
We value your feedback and are always looking for ways to improve our service. If you have suggestions on how we can make it easier for you to get the help you need, or if you'd like to provide feedback on the service you've received, please let us know by clicking feedback if you are in our app. Your insights are invaluable in helping us enhance our offerings.
Your Satisfaction Means The World To Us
Our commitment to service excellence is reflected in our high customer satisfaction scores. Over 70% of our customers rate us as excellent, even world-class, and we take immense pride in delivering a service that not only meets but exceeds your expectations. We recognise there is always room for improvement and are committed to making continuous enhancements.
At Holiday Extras, we are dedicated to ensuring your travel experience is as seamless and enjoyable as possible. Thank you for choosing Holiday Extras. We look forward to serving you and exceeding your expectations.