Heathrow Flooding - Burst Water Main in Car Park
What happened? And how did Holiday Extras respond to last week's flooding
Last updated: May 18, 2026
On Wednesday 13 May 2026, flooding at a car park near Heathrow Airport affected Holiday Extras customers' vehicles. The incident was caused by a burst water main near Eastern Perimeter Road, not by weather conditions. Holiday Extras contacted affected customers, provided dedicated claim support packs, and worked with our parking partner to arrange onward transport and support.
What caused the Heathrow car park flood?
Some news reports described this as a flash flood during heavy rain. One national outlet stated that cars had been "swamped by floodwater as torrential rain hit the capital." We want to be clear for our customers: the flooding that affected this Heathrow car park was caused by a burst water main, not by the weather.
The burst happened near Eastern Perimeter Road, outside the car park. We understand the water main involved was approximately 1.2 metres wide, and the volume of water meant the site flooded extremely quickly — reportedly within around 15 minutes.
Was the Heathrow car park flood caused by rain?
No. Heathrow Airport itself described it as a "localised water issue." The cause was external to Holiday Extras and the car park operation. We understand the burst water main was on land owned by Heathrow Airport, and the resulting water entered the adjacent car storage site. The relevant parties are working through liability. Our focus has been on supporting customers while that process runs its course.
Which car park was affected?
The affected site was a car storage facility near Terminal 4, accessed via Eastern Perimeter Road. The burst water main was outside the car park, on infrastructure not owned or operated by Holiday Extras or our parking partner.
How many Holiday Extras customers were affected?
Around 143 Holiday Extras customer bookings were identified as potentially affected. Not every vehicle was damaged or written off — each customer's position depends on the vehicle assessment carried out by our parking partner and the outcome of their insurer's process.
What Holiday Extras did for customers
As soon as we were made aware, Holiday Extras mobilised a dedicated support team. Colleagues across our Contact Centre and Customer Experience teams were briefed immediately. Five ring-fenced agents proactively contacted affected customers — before they returned home where possible — and follow-up emails were sent where calls could not be answered. Colleagues were on site to help returning customers through what was understandably a stressful situation.
Where vehicles could not be returned, taxis were arranged so customers could get home safely.
The customer support pack
We also created a dedicated insurance claim support pack for every affected customer. This included the incident details insurers are likely to ask for, the customer's Holiday Extras booking information, vehicle details where available, a practical claims checklist, and guidance on courtesy cars, repairs, write-offs and next steps. Contact details for both our parking partner and Holiday Extras were included throughout.
The aim was straightforward: customers should not have to piece the story together themselves while trying to make a claim.
Insurance claims, courtesy cars and next steps
Customers are being advised to contact their own motor insurer as the fastest route to getting a claim moving. Their insurer may then seek to recover costs from the party ultimately found responsible for the burst.
If you were affected and haven't yet heard from us, please contact our customer services team and we'll make sure you're looked after.
Timeline of the Heathrow burst water main incident
- Wednesday 13 May, early morning — Burst water main near Eastern Perimeter Road floods the car storage site. Site affected within approximately 15 minutes
- Wednesday 13 May — Holiday Extras teams mobilised. Customer contact begins. Courtesy cars and taxis arranged for returning customers. Handover captains briefed and on site.
- 13–15 May — Vehicle assessments under way. Proactive customer contact continues by phone and email. Dedicated insurance support packs prepared and distributed
- Ongoing — Holiday Extras and our parking partner continue to support customers through vehicle assessments and insurance claims
- Flash Flood Swamps Hundreds of Cars Parked at Heathrow Airport Evening Standard
- Hundreds of Cars Submerged in Water at Heathrow Airport... The Sun