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 Holiday Extras bookings made directly through our website, app, or via the Holiday Extras contact centre or through an affiliate partner of Holiday Extras using the Holiday Extras booking engine. 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.
Before you book
We review all of the products we sell. Wherever possible we offer first-hand video reviews and photos of every product so you can buy with confidence. 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.
Wherever possible, we have confirmed with our providers that they have made their facilities Covid-secure, and marked the products we offer as such. Where we mark a product as Covid-secure it means we have checked with our provider that they are following the Health and Safety Executive’s Covid-secure protocols. We display this for information only, and do not offer or imply any warranty that any particular precautions will be in place. If you would like to satisfy yourself that a particular Covid precaution is in place, please check with the provider.
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.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.
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.
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
Make sure you read your booking confirmation 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.
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. If you believe that damage has been caused to your vehicle while in the care of the parking provider, this must be reported before you leave 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 the 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 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. 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.
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 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. 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 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. 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.
Other important Car Hire terms:
Drivers must usually be aged between 21 and 75 although this can vary amongst 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. Please take care to check what documents you will need to collect and drive your car as neither we nor the provider will be responsible if you fail to take the required documentation. 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.
UK Short Breaks
UK short break bookings for hotel and ticket packages are subject to these terms and conditions.
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
If you booked with us through another company, you will need to cancel with them directly.
Sometimes we may have to make changes to your booking after you have made it. Should this happen, we’ll notify you as soon as we’re able. You can find a current copy of your booking here. We reserve the right to correct any pricing errors on our website and/or on any bookings at an incorrect price.
Travel insurance and medical travel insurance products have their own cancellation and amendment terms. Please ask for a copy of these.
Cancelling or Amending a booking “Fully-Flexible”, “Free Cancellation” bookings for Parking and Hotels can be amended or cancelled up to your booked time of arrival on your booked travel date, up to 48 hours before you travel for Car Hire; and 72 hours before you travel for Transfers. See below for further specific terms.
“Saver” bookings for Parking, Hotels, Lounges or Fast Track can be amended or cancelled up to 11:59pm on the day before you travel (unless otherwise stated), up to 48 hours before you travel for Car Hire; and 72 hours before you travel for Transfers. See below for further specific terms.
“Fully-Flexible” or “Free Cancellation” bookings If a “fully flexible” or “free cancellation” product is cancelled, you will receive a voucher for the full value of your original booking to use for any future Holiday Extras booking. This voucher can be used to pay for any future Holiday Extras Parking, Hotel, Lounge, Fast Track, Transfer or Car Hire booking, any time at all, within 2 years of issue.
You can also choose to exchange your voucher for a cash refund up to 14 days from the date of issue. Bookings cancelled 7 days or more after the original booking date will be refunded, less £10 which will be held as a non-refundable balance on your account, available to spend the next time you book.
Vouchers issued for a “Fully-Flexible” and “Free Cancellation” booking which are cancelled on the booked arrival date are not eligible for a cash refund.
“Saver” bookings If a “Saver” product is amended or cancelled, you will receive a voucher for the full value of your original booking to use to rebook the same product. This voucher can be used for 18 months from the date of issue. We do not offer a refund on saver products.
“Can’t Cancel or Amend” or “Non-flexible” bookings These products cannot be cancelled or amended, nor will we offer any voucher or refund.
Vouchers Vouchers will be issued for the full value of your original booking. If, when using a voucher, the price of the new booking is higher than the value of the voucher, you will need to pay the difference. Vouchers do not need to be used in full; partial payments are accepted. Any unused amount on your voucher will remain and can be used for other bookings. The same expiry date will remain. Following the expiry date, your voucher will lapse. Vouchers must be redeemed using the same website as the original booking.
On the day
When you travel, take your booking confirmation (either as a printout 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.
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.
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 complete this form to make a Late Return Cover refund request. You'll need 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).
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.
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.