Coronavirus Help & Support
Contacting usUpdated: Friday, May 21, 2020
While the majority of our team are furloughed and our offices closed, we're not offering our normal phone service but we are currently responding to customers within 14 days by email, thank you for your patience while we work through queries in the order in which they were raised. You only need to get in touch once. We will get to everyone. To help us answer your query as quickly as possible please follow the links below.
An update on cancellations and vouchersUpdated: Friday, May 21, 2020
All cancellations, for both flexible and non-flexible bookings, will receive a voucher for 100% of the price paid. We are not charging cancellation fees or deducting waiver payments. Our booking terms and conditions have always allowed us to adjust our refund policy in events beyond our control and we have chosen to take this alternative approach.
Vouchers for flexible cancellations can be redeemed against Holiday Extras: airport parking, airport hotels, lounges, fast track, airport transfers, car hire and even UK theme parks and London Theatre breaks, valid for bookings and stays within 3 years of issue.
Visit the voucher manager page to see how much you have in vouchers, their validity and how to redeem them. All vouchers issued have been topped up to the full amount paid.
We recognise that some people may not be planning a holiday abroad soon, so we will shortly be launching the opportunity to boost the value of your voucher by redeeming it against a series of great deals and offers, either at home or when out and about in the UK. We are in discussions with providers of family days out, UK breaks, self-catering accommodation, sporting equipment and even wine home delivery. We expect to have our first offers live in June.
An update on refundsUpdated: Friday, May 21, 2020
Some customers have told us that they would prefer monies refunded over a voucher. As a gesture of goodwill we are now contacting those customers with flexible bookings, in cancellation-date order, with the option to take a refund in cash.
We have refunded the majority of requests up to and including 17th March and our team are now also working through refund requests for cancellations made on 18th March.
For each date we reach, we will send an email to customers that have contacted us to ask for a cash refund, with a choice to keep the voucher for 100% of the booking value or convert it into cash, less any cancellation fees and non-refundable elements that were agreed at the point of booking.
We are doing everything we can to look after our customers, partners, team and business during these most difficult times. We've had to rapidly adapt our systems to allow us to process mass cancellations (over 1,000 times the normal volume of cancellations), with a vastly reduced team across our business and we appreciate that we are asking you, our valued customer, to bear with us. We will get to you. Every customer is important to us.
Our huge thanks once again for your patience and understanding and we wish you all the best.
The Holiday Extras Team
The links below are the quickest way to get help:
How to cancel a booking and receive a voucher
It is highly unlikely that you will be able to use any booking relating to travel in May or June. If you haven't yet rescheduled your trip, our advice is that you cancel the booking as soon as possible to receive a voucher worth 100% of the value of your cancelled booking. Vouchers can be used in full or part against Holiday Extras bookings (except insurance) you make in the future, valid for 3 years.
If your booking is for July 2020 or beyond, please take no action at this time. We recommend you revisit this page in June to check on the latest advice.
If you are certain you no longer require your booking, you can cancel it, following the procedure outlined below.
To cancel your booking and receive your voucher:
All bookings for travel during May and June 2020, even those that are marked "non-refundable", can be easily cancelled online using our help and support system
A voucher worth 100% of the value of your cancelled booking will be issued immediately and sent to the email address on the booking.
All flexible bookings with a travel date later than June can be cancelled online and a voucher issued.
Vouchers will not currently be issued for "Non-refundable" bookings with travel dates from July 2020 onwards so if your non-refundable booking is for July 2020 or beyond, please take no action at this time. We recommend you revisit this page later in June to check on the latest advice.Cancel a booking and issue a voucher
If you have already cancelled and not yet received a voucher:
Please complete this form. One of our team will get back to you as soon as possible.I've cancelled, but not yet received a voucher
If you have a voucher and would like to use it for a new booking
The tool to redeem your voucher online will be available from the start of June 2020. You'll see the option to "use voucher" on the payment page when you're logged in.
If you would like to make a new booking before June and use your voucher as payment, please let us know here. One of the team will get back to you as soon as possible.
If you are overseas and returning earlier or later than booked
We appreciate that flights and airlines are disrupted.
If you've got a booking with us, especially if you have a car parked with us and you're experiencing problems getting home as planned, please use our early/late returns form to let us know. We'll contact the car park and explain the situation.
Please don't try to call to let us know about a late return. Rest assured that if you complete the form, we will let the supplier know and they will be aware when you get back. Under the circumstances, we have asked them to be as flexible as possible with any overstay charges that apply.
I'm overseas and returning earlier or later than booked
If you have a general enquiry about vouchers or cancellations
Please complete this form. One of our team will get back to you within 14 days.