Hi, I'm Ian and I run the customer team here at Holiday Extras. There are over 200 people in my team that work super hard to deliver our promise of less hassle, more holiday.
You can make a number of amendments or cancel your booking online, via our manage your booking area - and of course you can talk to us over the phone, via live chat and email. Let me explain the different services we offer.
We're here ready to take your call 8am to 9pm Monday to Friday and 8:30am to 8pm on Saturday and Sunday. We aim to answer all calls within 20 seconds. The team are well trained and incentivised to deliver a great service every time. Call 0800 458 8454 now.
If you'd prefer to chat to us online we do that too. We usually answer chats within 2 minutes. Start a live chat.
If you have a difficult issue, a complaint or you're just not happy with something may we ask you to send us an email with as much information as possible including your contact details. We follow up every issue we have with our partners and ensure changes are made to improve our service every time we receive feedback. Submit this simple form to contact us. We read every email within 24 hours and it generally takes us around 10 days to close off more difficult issues.
We value every customer and every booking. I am personally bonused on how happy our customers are and the service level the team and I deliver. I have worked in customer facing teams for more than 18 years and am very happy to talk to customers directly and deal with any thorny issues.
This year we will answer 1 million calls, reply to 200 thousand emails and answer 200 thousand chats. We might not get it right every time but we do get it right 99.5% of the time according to the numbers in front of me.
I thank you for being a customer of Holiday Extras and wish you happy travels.
Ian Copley - Customer Director
p.s. if you'd like to join the conversation with Holiday Extras online we have one of the biggest followings in travel on facebook, twitter and instagram. And remember, the best way to make a booking or manage an existing booking is by downloading our app.