Terms and conditions information

Terms and conditions

We’re dedicated to making your airport experience as easy as possible. That’s why it’s important to us that you understand what you’re booking before you commit. We’ve set out everything you need to know below, so there are no nasty surprises. These terms and conditions are governed by English law and apply from when we provide you with a booking reference, either by phone or on the website. You and we both agree to submit to the non-exclusive jurisdiction of the English courts. When we talk about 'we', 'us', etc, we mean Holiday Extras Limited.

If you need to get hold of us for any reason, email us at hasslefree@holidayextras.com and we’ll get back to you. You can also call our award-winning contact centre on 0871 360 2603*. It’s open from 08:00 to 23:00 on weekdays and 08:30 to 20:00 at the weekend.

Before you book

We do our best to tell you as much about our products as possible before you arrive. We try them out ourselves and regularly update the information so it’s as useful as we can make it. Please take the time to read the product information so that you book a product that is suitable for you. Unfortunately, we sell so many great hotels and car parks that we can’t always keep track of changes to how they run. If you find anything that’s not completely accurate in our information, please tell us as soon as possible.

The companies that provide the hotels, car parks and lounges we sell will have their own terms and conditions, which will also apply to you. We can get you a copy of these if you need one, just ask, but we’ll try to make you aware of anything you need to know.

If you book one of our Mystery products, you’ll be getting a great product at a lower price than you’d otherwise pay. We won’t be able to tell you what hotel or car park that is until after you’ve booked and many Mystery products cannot be cancelled once they’ve been purchased. We’ll do our best to tell you anything that might make any of our Mystery products unsuitable, but if you book, you should do so on the understanding that the Mystery product may not be ideal for your needs. As such, we cannot be responsible if it is not suitable.


All prices include VAT and are constantly updated so we can give you the best deal available at the time. Since we offer some amazingly-low rates, a price we’ve offered you may go up or down if you come back to book later. Make sure you book the package you want when you see it, so we can guarantee you’ll pay the price you’ve seen. If you’re paying by credit or debit card or by PayPal, we will add an extra charge to cover the costs of processing that payment. You will be informed about this charge before you pay.


If you use a discount code when looking at our products, the discount will be noted on each package it applies to. If you want to take advantage of your discount, make sure you book a package that states your discount can be applied.

Before you go on holiday

We put together handy little guides to what to do at the airport for all our customers and send them out by email with your confirmation. Make sure you read this thoroughly to confirm what you’ve booked is suitable for you and take it with you when you go on holiday. If you don’t follow the instructions we give you, we may not be able to refund you any additional costs you’re charged as a result.


Any parking is at your own risk and subject to the owner of the car park’s terms and conditions, so we ask that you don’t keep any valuables in your car. You should be prepared to leave your keys with staff as this may be necessary. If you have a larger-than-average vehicle or a motorbike, please check with us that the car park can accommodate it without an additional charge by calling us on 0871 360 2603* or emailing contactus@holidayextras.com.

Changes and cancellations

If you need to cancel, you can do so any time up until a minute to midnight, two days before you arrive at the airport. So, if you fly on the 3rd, you'd need to cancel by 23:59 on the 1st. If you booked with us through another company, you will need to cancel with them directly.

If you cancel in time, you will be refunded what you’ve paid, less our cancellation fee, which is normally £10.50 for a lounge or a parking booking or £19.95 for a hotel booking, including ones that offer parking, unless you added a cancellation waiver. The cost is higher for certain packages, but we will inform you of this before you book. With the waiver added to your package, we’ll refund you the full cost of your package, less the waiver and card fees, but it must be added to the package at the time you booked.

Many of our special offers and reduced-rate products cannot be changed or cancelled. As such, we can’t give you a refund for these products and you can’t change the date you have booked for, but you’ll find a note telling you that you’re booking one of these before you buy.

Sometimes we may have to make changes to your booking after you’ve made it. Should this happen, we’ll notify you as soon as we’re able. If the new arrangements are not suitable, we’ll offer you a full refund. You can find a current copy of your booking here.

Confirmations by post

If you need a copy of your confirmation sent by post, you can add this to your booking. This will cost £1.49. We’ll post the confirmation by first-class post on the next working day after you booked. We’ll still hold you to our terms if your paper confirmation is delivered late or not at all.

On the day

When you travel, take your booking confirmation and the credit or debit card you booked with. The confirmation will give you instructions on what to do on the day and let the hotel, car park or lounge know who you are. If you booked at a discounted rate for yourself as a travel agent, you will need to take a pay slip or proof of employment as confirmation that you are entitled to this. Make sure that you leave enough time to get to your departure gate as we can’t help you if you miss your departure because you’re running late.

If you have any problems on the day, please let the team at the hotel, car park or lounge know so they can help you. If you don’t let them know, we may not be able to help you later on. If you’re delayed in getting to a lounge, so can’t be there for all the time you booked, we cannot offer you a refund.

If you’re parking and you arrive before the day and time you booked for, or stay later than when you have arranged to leave, you may be charged for the extra parking at the car park’s normal price. If you leave earlier than planned, we can’t refund any of your money.

When you get home

We hope everything went smoothly, but if you had any problems at all with the services you’ve booked through us, please contact our Customer Experience team and we’ll do our best to put things right. You can get hold of us by clicking here. If possible, please send us copies of any relevant receipts or documents you have.

If you'd rather email, you can get hold of us at customerrelations@holidayextras.com or send a letter to: Customer Experience, Holiday Extras, Ashford Road, Newingreen, Hythe, Kent CT21 4JF

After you get home, we’ll send you an email to ask you how everything went. We might pass some of your details on to an independent company so they can process that information for us.


We know how important your privacy is online, so we take it seriously. To find out more about how we use your data, take a look at our privacy policy.

*Please note, calls to this phone number cost 11 pence per minute, plus your phone company's access charge.

Never Beaten on Price

You can be confident that our prices will never be beaten. So, in the unlikely event you find the same product for less somewhere else, we will match the price, guaranteed. Terms and conditions apply.

Our customers' thoughts

“Excellent - everything worked as planned, easy and cost effective. 3rd time I have used your service - no problems at anytime. Thanks for making the start and end of my holiday a pleasure.”
Mr Parsons

"A fantastic and hassle free start and end to our holiday - thank you!"
Mr Newman

"I have already sent an e-mail to your head office in Ashford, Kent thanking you for a really professional service. We will not hesitate to use you again. What we paid for is what we got without any hidden extras. Many thanks."
Mr Wildish

"From booking the hotel with parking to been picked back up at the terminal and returning to the hotel for our car not one problem everything ran very smoothly. I will be using you again when I next go on holiday in November. "
Mrs Robinson