Hassle free helpUpdated: Friday, June 5, 2020
Thank you for visiting our help page. Here you will find the most up-to-date information about making a new booking (including how to use a voucher), making a change to an existing booking or how to contact us.
Select from these options:
Getting in touch with us
Our team is working from home for the moment, in line with government guidelines that it is safest to do so if possible. The easiest and quickest way to get in touch with us is via the forms on this page, so if you have a question or problem please let us know here and we'll email you back within seven days.
We are responding in the order in which queries were raised and you only need to get in touch once. We are responding to everyone.
Making a new booking (including how to use a voucher)
We are really pleased to see some destinations opening up and our customers booking again - it's an encouraging sign that we'll all be going on holiday again soon.
Select from the options below for help with making a new booking.
Using a voucher to make a new booking
You can now pay online for a new hotel, parking or lounge booking using a Holiday Extras voucher.
In order to make a new booking using a voucher, follow these steps:
- Visit the Holiday Extras homepage
- Log in to your Holiday Extras account. You can do this using the yellow "Login" button at the top right on a desktop browser, or by selecting "Customer login" within the header menu at the top left on a mobile browser.
- Go through the buying process as usual and select the product you would like to purchase.
- Continue through to payment and select "pay using voucher" on the payment page to make a new booking using some or all of your voucher balance.
This will reduce your voucher balance by the value of the new booking. If the new booking exceeds your voucher balance you will be asked to pay the difference using the usual payment methods.
You can always visit the voucher manager page to see your voucher balance and validity.
Also visit the voucher manager page if you'd like to use a voucher that you received from a non-flexible booking or to use a voucher to book something other than hotel, parking or lounge - our team will be delighted to make the new booking for you.
Review our flexible terms for new bookings
Our Hassle-Free cancellation terms make it really easy if your plans have to change.
With the exception of travel insurance, you can cancel any flexible Holiday Extras product, without charge, and receive a credit voucher for the full amount, valid for up to 3 years.
If you'd prefer cash, you can cancel and refund a voucher two weeks after cancelling the booking, minus a £10 processing fee. Request to cancel and refund a voucher here, minus £10 processing fee.
How are Holiday Extras' partners and suppliers staying COVID-19 secure?
We are currently in discussions with all of our suppliers to advise and support them on providing a hygienic and safe travel environment for you. With our 37 years of experience, we are leading the charge on making sure that all products and services are adapted correctly to travelling safely. We will update each product with more information as we get it.
Making a change to a booking
Select from the options below for help with an existing booking:
How to cancel a booking
Travel dates in June 2020
All bookings for travel during June 2020, even those that are marked "non-refundable", can be easily cancelled online using our hassle-free help and support system.
We will send a reminder email to all customers with a booking in June to ask if they still plan to travel and to cancel on their behalf if not.
A voucher worth 100% of the value of cancelled bookings is issued immediately sent to the email address on the booking and visible on the voucher manager page
Travel dates July 2020 onwards
All flexible bookings with a travel date later than June can be cancelled online and a voucher will be issued.
Vouchers will not currently be issued for non-flexible bookings with travel dates from 1st July 2020. 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.Contact us if you are having problems cancelling a booking.
How to amend a booking
It's easy to amend a booking online using our hassle-free help and support system.
How to cancel and refund a voucher
Some customers have told us that they would prefer a cash refund instead of a voucher. As a gesture of goodwill, we are now contacting those customers that have requested a cash alternative to vouchers from flexible (and many non-flexible) bookings, in cancellation-date order, with the option to take a refund in cash (subject to any fees that may apply).
We have refunded the majority of these requests up to and including 22nd March and our team are now also working through refund requests for cancellations made on 23rd March. This means that we are now over one-third of the way through the backlog of refund requests that we have received to date. Our thanks for your patience whilst we work through the requests.
For each date we reach, we 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.
If we haven't already please use the following form to cancel and refund a voucher/sYou can request a cash refund here.
Not received your vouchers or the amount is incorrectPlease complete this form. One of our 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.