Terms and conditions information

Terms and conditions.

We’re dedicated to giving you less hassle so you can have more holiday. 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.

About us. 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 (co no: 01693250) Ashford Road, Newingreen, Hythe, Kent CT21 4JF. Travel insurance and medical travel insurance is Holiday Extras Cover Limited (co no 05058680).

These terms only apply to bookings made directly through this website, or via the Holiday Extras contact centre. We act as a booking agent for the companies that provide or operate the travel products we sell on our website. Your contract for the provision of these travel products will be with the applicable provider of them, and they have their own terms and conditions. These are available upon request. Bookings made via a third party partner website are subject to the terms and conditions set out on that website.

If you need to get a hold of us for any reason you can here or call our award-winning contact centre on 0800 458 8454. It’s open from 08:00 to 21:00 on weekdays and 08:30 to 20:00 at the weekend.

Before you book

We do our best to tell you as much about the 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. 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, lounges, car hire 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. Some hotels will charge a cancellation fee, which will be on that product where applicable. Once you book, our role is as an intermediary between you and the product provider, sharing the booking details to the provider and sending you a booking reference number by email on behalf of the provider.

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 are not responsible if it is not suitable.

Prices

All prices include VAT and are constantly updated so we can give you the best deal available at the time. 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. We reserve the right to correct any pricing errors on our website and/or on any bookings at an incorrect price.

Discounts

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 via 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.

Other important information on products:

Parking and meet and greet parking

Parking is at your own risk and subject to the car park operator’s terms and conditions. If you have an extra large vehicle or a motorbike, please check with us that the car park can accommodate it without an additional charge by calling us on 0800 458 8454. If you believe that damage has been caused to your vehicle whilst in the care of the parking provider, this must be reported prior to you departing the site. This will enable us to fully investigate any damage claims you raise with us after the event. If you report any damage after leaving site, then it will be difficult for us to investigate and reach an outcome. We will only be liable for our negligence in making the booking. We can help you communicate with the provider to resolve any issues, however any claims in relation to the parking product must be made against the car park provider and will be subject to their terms and conditions. If you find anything that is not accurate in our product information, please let us know as soon as possible.

Hotels

If you have any problems on the day, please let the hotel know so they can help you. If you don’t let them know, we may not be able to help you later on. Some hotels may charge a cancellation fee. Please read their terms and conditions for this. We can help you communicate with the provider to resolve any issues, however any claims in relation to the hotel must be made against the hotel and will be subject to their terms and conditions. If you find anything that is not accurate in our product information, please let us know as soon as possible.

Fast Track and Lounges

If you have any problems on the day, please let the product provider’s on-site team 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, and don’t use all the time you booked, we cannot offer you a refund. We can help you communicate with the provider to resolve any issues, however any claims in relation to the product provider must be made against the product provider and will be subject to their terms and conditions. If you find anything that is not accurate in our product information, please let us know as soon as possible.

Airport Transfers

If you have any problems on the day, please let the product provider’s on-site team know so they can help you. If you don’t let them know, we may not be able to help you later on. Our liability is for the booking process. We can help you communicate with the provider to resolve any issues, however any claims in relation to the transfer provider must be made against them and will be subject to their terms and conditions. If you find anything that is not accurate in our product information, please let us know as soon as possible.

Car Hire

If you have any problems on the day, please let the product provider’s on-site team know so they can help you. If you don’t let them know, we may not be able to help you later on. Our liability is for the booking process. We can help you communicate with the provider to resolve any issues, however any claims in relation to the car hire provider must be made against them and will be subject to their terms and conditions. If you find anything that is not accurate in our product information, please let us know as soon as possible.

Other important terms:

Drivers must usually be aged between 21 and 75 although this can vary between product providers, so we strongly advise that you check this with the product provider before confirming your booking. All drivers must present a full valid driving licence in their name for the category of vehicle hired when taking delivery of the hire car. International rentals may have different driving licence requirements. A passport and additional ID may also be required. Read the documents to take carefully. Additional charges may be payable by you such as refuelling, additional driver charges, young driver surcharge and delivery and collection fees. Details of these additional charges are available from the applicable product provider. Petrol is not usually included in the hire price. An excess amount may be applicable in the event of theft or damage to the hire car. This will vary depending on the product provider. You may be able to purchase additional insurance coverage to remove or reduce the excess payable. Details of the excess amount and the availability of insurance coverage is available from the applicable product provider. Insurance may be available from us for this product. Unless agreed otherwise, you must return the hire car to the branch from which it was collected. If you do not comply with this obligation, the product provider may apply an additional surcharge. Special equipment, such as child seats, can be requested, and will be payable directly to the product provider upon pick up (if available). We will not be liable if such items are unavailable.

Confirmations by post

If you need a copy of your confirmation sent by post, you can add this to your booking for a small fee. We’ll post the confirmation by first-class post on the next working day after you booked. Our terms still apply if your paper confirmation is delivered late or not at all.

Changes and cancellations

Hotels

If you need to cancel, you can do so any time free of charge up until a minute to midnight the day before your booking was due to start. If you booked with us through another company, you will need to cancel with them directly.

If you do need to cancel your booking through us, you can do so through this link using your booking reference and your email address. Or, give us a call on 0800 458 8454 with your booking reference and booking details.

This Free Cancellation offer is applicable to flexible bookings. 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. These products will show prior to booking where no refund is available.

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.

Parking & Lounges

If you need to cancel, you can do so any time up until a minute to midnight the day before your booking was due to start. 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 (where applicable), which is normally £10.50 for a lounge or a parking booking 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, but it must be added to the package at the time you booked.

Cancellation is only applicable to flexible bookings. 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.

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.

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. Some hotels will charge a cancellation fee, which will be on that product where applicable.

On the day

When you travel, take your booking confirmation (either as a print out or better, by using our app) 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. As a booking agent we will only be liable to you for losses directly arising from our negligence in booking the product. Any claims relating to the delivery of the travel product must be made against the product provider. Advising them of an issue at the time is therefore important.

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.

Events beyond our control

Very rarely, we may be forced to change or terminate your booking due to unforeseen major events known as force majeure. This means any major event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid and that were beyond our reasonable control. For the avoidance of doubt events beyond our control include (but are not limited to), war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, extreme weather, epidemics, natural and nuclear disaster, fire, adverse weather conditions, government regulations and advice, airlines cancelling or changing schedules due to airports or airways being congested or closed (due to amongst other reasons, the regulatory environment).

Changes or termination of your contract due to events beyond our control are extremely unlikely. If, however, such major events do occur, we regret we will be unable to make any refund of payments for services not received. We cannot accept liability or pay any compensation where the performance (or prompt performance) of our obligations under our contract with you is prevented or affected by events beyond our control. This is also the case if you suffer any damage, loss or expense of any nature as a result of the major event.

You should review the product provider’s terms and conditions to understand what liability there is in the event of a cancellation due to these circumstances. If your booking was made via a travel agent that becomes insolvent and has not paid us for your booking, we will cancel your booking and you will be required to pay us again in full should you wish to continue. You may have rights under the travel agent’s ATOL or ABTA bonded scheme, and should contact the travel agent or the scheme itself for refunds. We recommend that all travellers have comprehensive travel insurance. We can help you with your travel insurance on our website or through our contact centre on 0800 458 8454 .

We will of course do our best to offer you support as our valued customer in the event of any of these circumstances happening where we can, and will offer guidance on our website in the event of these out of the ordinary events occurring.

When you get home

We hope everything went smoothly. 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. Please send us copies of any relevant receipts or documents you have.

You can get hold of us here 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 to ensure the customer experience is a good one.

Privacy

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.

Late Return Cover

If for any reason you overstay in any airport car park (e.g. delayed or cancelled flights), you may be liable for an overstay charge. This is charged by the car park itself, based on their daily gate price, which the supplier will provide upon request.

An overstay charge may be incurred due to late arrival back at the car park, which excessively overruns your booked time of return.

However, by purchasing our late return cover, we will refund any overstay charges you’ve paid up to 24 hours, provided that the overstay is due to a valid reason and supported by sufficient evidence.

Evidence must include: Acceptable evidence of delay and cause e.g. copy/image of booked flight boarding pass or proof of purchase with a clear flight number evident. Valid evidence of overstay charge payment e.g. receipt.

Valid overstay reasons include but are not limited to: Delayed flights Cancelled flights Airport hold-ups Other valid extenuating circumstances, which will be assessed on a case by case basis.

Events beyond our control exceptions to Late Return Cover: Unfortunately, this cover does not include overstays as a result of any events beyond our control, and we cannot accept liability or pay any compensation where the performance of our obligations was impacted by such an event. For clarity this includes any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. These include (but are not limited to) war or the threat of war, riots, civil unrest, terrorist threats or activity, industrial disputes, extreme weather, epidemics, natural and nuclear disaster, fire, adverse weather conditions, government regulations and advice, airlines cancelling or changing schedules due to airports or airways being congested or closed (due to amongst other reasons, the regulatory environment).

Additional exceptions include any late returns as a result of illness/medical emergencies, bereavement, disinclination to travel or trip extensions. Also, any situation/circumstance where an overstay is a direct result of a lack of due care and attention, by you or any persons in your party, will not be covered. Such events include (but are not limited to), timekeeping and booking errors.

To make a refund request under the Late Return Cover: Please note Holiday Extras must be notified of a valid refund request within 48 hours of the last day of your booking or the day of your return to the UK, whichever is the latter. Overstay Evidence related to claim must then be supplied within 3 days of Holiday Extras being notified of the refund request.

Please send your flight details (e.g. copy of boarding pass or proof of purchase with a clear flight number evident) and proof of overstay payment (e.g receipt) to overstays@holidayextras.com

Important to know that unless we say so in these terms, if you want to amend or cancel your booking due to an event of the type listed in the events beyond our control category, we do not have to refund any payment you have made to us under your late return cover.

If you have any queries please don't hesitate to contact us on 0800 458 8454.

Never Beaten on Price

You can be confident that Holiday Extras 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.

Legal stuff

Holiday Extras Limited The Wave Ashford Road Hythe Kent CT21 4JF a company registered in England and Wales under company registration number 01693250 and is regulated by the Financial Conduct Authority under number 309682

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