We answer more than one million calls a year in our contact centre and aim to keep every one of our customers happy. Over 99 per cent are happy, and we're working extra hard to please the rest.
Our contact centre regularly wins awards, including the UK's Top 50 Call Centres for Customer Service.
Our customers are the reason we have been in business for nearly 30 years, and you come first.
"Thank you very much. It is good to see that not everyone is purely concerned with making money. Your help was quick and efficient and it has guaranteed you my continued custom..."
The customer relations team at Holiday Extras does everything it can to pre-empt any problems and to deal with them swiftly and effectively.
We have a specialised team that works to keep our customers happy. And we constantly run quality control checks on the service we are providing.
Our complaints ratio is just 0.15%, an industry low, meaning that less than one per cent of our customers encounter a problem when booking travel add-ons with Holiday Extras.
If you are dissappointed with the service you have received from Holiday Extras, please contact us immediately in writing.
You can email us at firstname.lastname@example.org
Or send your letter to: Customer Relations Department, FREEPOST NATE1280, Holiday Extras, Ashford Road, Newingreen, Hythe, Kent, CT21 4BR.
You can also contact us by phoning 01303 815 318.
We acknowledge your complaint immediately, shortly afterwards you will be contacted by a personal advisor. Everything will be done to resolve your problem in a fair and reasonable manner.
Each year we ask hundreds of thousands of you what you thought of the products you bought from us and the service we gave. We're really proud that so many of you take the time to reply, like Mr Hyde, below, who booked his Heathrow airport parking with us. Not only do your views help us improve, but they provide valuable information for others looking to book.
The Holiday Extras team is dedicated to you and your holiday. We will keep on listening to you and offering you the best service along with the best products at the most competitive prices, so you think of us every time you travel.
"I would also like to take this opportunity to thank you for the exceptional customer service you guys provide - not only super prices but every single advisor I've spoken to from point of sale to present [about 5 in all] have been extremely polite, pleasant, and helpful. Sometimes you think that if you're getting cheap deals you're going to have to expect cheap customer service but not so with Holiday Extras; how refreshing to find a company where all the staff sing off the same hymn sheet! I will definitely recommend you to friends and family - thanks again.."
"I appreciate the very generous gesture from HolidayExtras and I gracefully accept. I shall call soon when I am travelling next. The way in which you and your colleagues have dealt with this is very heart warming. I run a shipping and courier business and I try to impact on my staff that they should deal with customers in a way that is fair and impacts them positively. You have managed to do that here and I shall be using this experience as a case for my next training if that is acceptable to you. Thank you once again. "
"Thank you for taking the time to reply, this seems a very fair outcome as it will cover the cost of extra diesel used in the trip.
It is nice to see a company acknowledging a (genuine) mistake without trying to somehow turn the blame on the customer.
We will continue to use your company and recommend you to others, I always think the way a business reacts to problems is a good indicator overall and your company have dealt with our issue quickly and fairly.