Our service guarantee

Our service guarantee, here to help you

When you travel there’s a lot to take care of before you even get to the airport. Our aim is to make sorting these things out as easy as possible for each and every one of the 6.2 million people who use our services each year.

"Holiday Extras does what it says on the tin..."

... according to Mr Milner, another satisfied customer. We have listened and connected with you, our customers and we are delighted that a staggering 99.88% of you say you are happy with our service.

What to expect from us


Holiday Extras is a one-stop shop for all your travel add-ons. We offer you the best choice of airport car parks and airport hotels anywhere in the UK. We’re here if things go wrong, and we will follow up every issue you, our customers raise. At Holiday Extras, we make these commitments to you.

1. Commitment to our customers


We’re a people business. Every year, HOLIDAY EXTRAS takes over 3 million bookings from people like you, so we make sure that your satisfaction is paramount. That’s why HOLIDAY EXTRAS is dedicated to making your travelling experience smooth, trouble-free, efficient and secure at lowest possible price. And perhaps that’s why we have over 99% satisfied customers?

2. Commitment to listening


We’re all ears. You want the best deals? You’ve got them. Guaranteed spaces? You’ve got them. Super efficient service? It’s all yours. If we disappoint in any way, complaints are acknowledged within two days and resolved within two weeks. Could that explain why satisfaction among our customers rates over 99%?

3. Commitment to efficiency


Fed up hanging on the telephone? At Holiday Extras’ HQ, our up-to-date systems allow our consultants to answer telephone calls within 20 seconds. Email confirmation will be received within 15 minutes. Payment is instantly authorised and deducted from your bank account overnight. Online, if your query’s not settled by our easily-navigated website, we promise an email response within 48 hours. Another reason why over 99% of our customers express satisfaction?

4. Commitment to 24/7 access

24/7 access

Our wide-awake Call Centre in Kent (no outsourcing here) never sleeps. And rigorous site monitoring and maintenance by our internal tech squad means that our site is operational 98.5% of the time. And that means you can search and book on HolidayExtras.com at any hour, and on any day of the year. It certainly helps satisfy over 99% of our customers.

5. Commitment to reliability


Your booking is safe at Holiday Extras. We have the maximum rated credit rating. Our distinguished travel partners include THOMAS COOK, TUI, EASYJET, SAGA, BA and the AA. Our compliance with Package Travel Regulations requirements is total. And be assured you’ll always be offered the cancellation protection option (allowing full refund** if you need to cancel for any reason) with your airport hotel or parking booking. Could this be why over 99% of our customers are fully satisfied?

6. Commitment to top-flight staffing


Our super-skilled people know the business. And that’s why Holiday Extras has led the field since 1988. We have been named as one of he top performing UK call centres for three years running. Since 2006, we’ve been included in the Sunday Times’ BEST 100 COMPANIES TO WORK FOR. In 2008, Investors In People awarded us their top spot. Could all this recognition explain our scoring 99% customer satisfaction?

7. Commitment to offering lowest prices

Guaranteed, in fact. We demonstrate our value by listing our competitors’ prices online. Every single day, our computer system monitors competitors’ prices automatically. And weekly, we have a team checking over 200 hotel prices. Furthermore, if we get it wrong and you find the same product, by the same supllier, for less within 24 hours of booking and paying for it with Holiday Extras, let us know and we will refund you the difference.

8. Commitment to guaranteed spaces

reserved parking sapce

Parking space or hotel room, we check availability daily to ensure that we can find what you need for the date that you need it. Perhaps that’s why over 99% of our customers are so satisfied?

9. Commitment to transparency


Goodbye nasty surprises. All charges are clearly explained upfront and you’re always offered alternative options to avoid them. To simplify and ease your choice, all airport hotel and car parking product prices are displayed including and excluding cancellation protection side-by-side. No fees are charged to customers paying by debit card. Credit card users will be charged a small fee to cover our own bank charges. Our system seems to satisfy over 99% of our customers.

10. Commitment to providing peace of mind.

peace of mind

At times, travel can be stressful, but HOLIDAY EXTRAS exists to reduce the irritations. Our commitment to lowest prices, efficient service, helpful staff, no surprises and guaranteed spaces adds up to a large quantity of peace of mind. Your privacy is paramount. All card transactions and personal data are secure: only operational details like car registrations are passed to third parties. And you know what? Over 99% of our customers won’t disagree.

Never beaten on price - Our Guarantee*

If you can find exactly the same product provided by the same supplier cheaper within 24 hours of paying for your booking, we will match the price by refunding the difference.

(*Terms and conditions apply ).

Check the Cancellation Charge Waiver**

Select and pay for our Cancellation Charge Waiver when you book your airport parking, port parking, airport hotel, port hotel or hotel-with-parking package, and you will be protected if you cancel your booking in accordance with our cancellation policy. All for as little as 99p per booking.

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