Here are some of our most frequently-asked questions. If you have a question that isn’t answered below please get in touch.
- Can you resend my confirmation?
For another copy of your confirmation please use our resend confirmation form which is available via the help page and enter the your booking reference and the email address for your booking.
To have your confirmation sent to another email address, please use our resend confirmation form which is available via the help page and enter your booking reference and the existing email address for your booking
- Can I amend a booking?
You can make changes to your dates and times via the help page, provided your booking is fully flexible and you are not within 24 hours of your stay. Unfortunately, car hire bookings are non-amendable and would need to be fully cancelled and rebooked.
You can change your car details, name, email address or flight info via the help page, and these can be changed at any time until your booking has started. It will not cost you anything to change these details and it won’t matter if your booking is non-flexible - you can still get these amended.
If you’d like to request anything extra such as a particular sort of room (for example an accessible room, or with a runway view) or add anything onto your booking (for example a cot in your room, car valeting or wine in your room when you arrive), there are two ways to do so. You can amend or add extras to your booking via the help page; or if you’d like to ask for something that isn’t listed amongst the options there please get in touch.
- How do I view product information?
Detailed information about the product you’ve booked can be found via the view your booking link on our help page.
For arrival or return procedures for your booking, please use our view your booking form which is available via the help page.
Maps, directions and addresses will come through on your booking confirmation. If you have not received this, please use our resend confirmation form which is available via the help page and enter your booking reference and the email address address you booked with.
- What are your cancellation policies?
Flexible bookings can be cancelled up until 24 hours before the date of your stay. If you’ve purchased a cancellation waiver you will be fully refunded - if not, there will be a charge.
Non-flexible bookings are cheaper packages which you should only book if you don’t expect your plans to change. Once it has been booked a non-flexible product cannot be amended, cancelled or refunded, so please don’t opt for this package type unless you are sure your plans won’t change.
Car hire bookings can be cancelled up until 24 hours prior to the date the booking starts for a full refund.
If you do not have a cancellation waiver on your parking, lounge or hotel booking, you will be charged if you decide to cancel. Parking and lounge bookings cost £10.50 while hotel bookings cost £19.95 per room per night.
All of our insurance policies have a 14-day cooling off period, meaning you have 2 weeks to cancel the policy for a full refund. However please note that if you are due to travel with the 14-day period, we are unable to offer a refund once your trip has started.
- How can I get a VAT receipt?
Please fill in our VAT request form to receive a VAT receipt for any parking booking. Unfortunately, due to current UK VAT legislation, we are unable to issue a VAT invoice for any other type of booking (including lounges, hotels and insurance).
It takes approximately 3-5 working days for us to process a VAT receipt. We would therefore advise filling in a form as soon as you’ve made your booking so we can get this sent to you promptly.
- How can I book parking for two (or more) cars?
You’ll need separate bookings for each car so please complete the booking process for one and then return to the homepage to book another. Don’t worry if you don’t know all of the car details, these can be added later.
- How can I book a hotel stay at each end of my holiday?
You’ll need two bookings for this so please complete the booking process for one, including parking if you need it, and then return to the homepage to book again for the hotel only.
- How do I unsubscribe from your emails?
We’d love to keep you in the know about our latest offers and discounts, but if you’d prefer not to receive our promotional emails please visit our unsubscribe page.
- I’d like to complain about the service I’ve had with Holiday Extras. Is there anyone I can talk to about it?
If you’re not happy with Holiday Extras, please tell us why by emailing us at firstname.lastname@example.org or writing to us at:Holiday ExtrasCustomer Experience,Ashford RoadNewingreen
As soon as we get your message, we’ll let you know by sending you an email. Shortly after that, you’ll get a follow-up email from our experienced team who’ll do everything we can to sort your problem out.
Questions about your account
- Can I change the email address on my account?
Unfortunately, your account is tied to your email address and therefore if you wanted to use a different email address it would open a new account. To do this, all you’d need to do is enter your chosen email address the next time you make a booking with us and this will prompt you to enter a new password and personal details.
- How do I change my password?
If you visit the log in page and click the ‘reset my password’ link under the password field and from there just follow the simple instructions.
- How do I update personal information?
First, please log in to your account. Once you’ve changed the information you want to change, please save the changes by scrolling down to the bottom and clicking the ‘save changes to account’ button at the bottom of the page.
- How do I change my card details?
First, please log in to your account. Then delete the card you have attached to your account on the right-hand side. Make sure to save your changes by clicking the ‘save changes to account’ button at the bottom of the page
Questions about our mobile app
- Do you have a mobile app?
Yes we do. Please download our mobile app for either Android or iOS.
- Do I need to print my booking confirmation?
No - you’re fine as long as you’re able to access your confirmation through our mobile app when you travel.
- Why can’t I log in?
To have an account with us, you must first make a booking and enter your email address. Once you have made a booking, you will have created an account, and you can use the email address on your booking to log in.
- Why isn’t my booking showing?
Sometimes it can take a little while for your booking to show on our app so don’t worry if it doesn’t appear straight away. If you are still unable to view your booking 3 hours after you’ve booked, try logging in to our website instead. If your booking is still not showing, please get in touch.