Holiday Extras Reviews 

No notification up front about possible travel times. On the day before returning, my shuttle service was booked to be 6 hours prior to flight from a hotel that’s less than a hour’s drive. They arranged us to be the first of about 20 other pick ups, making a journey take nearly 2 hours longer than it should. You are better off arranging your own local transfer via local buses and trains. Do not use these unless you are prepared to lose a day from your hotel.

There was an error in that i had seemed to booked 2 different hotels for same date and charged 5 times . when noticed i contacted holiday extras and all sorted very quickly and easily

Very helpful. Hardly no waiting and answered my questions straight away. Thank you

I had to cancel my booking and needed a cancellation invoice for my insurance company, Sunita sorted this in seconds on the live chat, excellent service thank you.

Speedy response, my query was answered immediately. Ver polite.

Customer care people are ok and helpful enough though not always as knowledgeable on their own insurance products as they should be during what can be a very stressful time ie. when actually having a reason to call them.
My biggest gripe with them is their pedantic interpretation of their T&Cs in order to wriggle out of a seemingly legitimate claim when a EuroStar train was cancelled because of a fire at a Dutch railtrack control centre - never assume that such an eventuality will be covered by this company. Won't be using them again for either business or personal travel.

Need to update parking times and terminal at Gatwick and was not allowing this online, got through on live chat to Marc who was na absolute star did all the updates and resent me my confirmation within 15 minutes. Great service

Great service and helped with my refund voucher.

Sadly the company was not as competitive as I thought it could have been. Lena guided me through the renewal process and was very thorough and professional throughout

I will not be using Holiday extras again after being stranded at the airport for 2 hours waiting for our transfer and very poor communication and customer service.
Our flight was delayed by 2 hours so we called ahead of arriving at our planned destination to advise of this but was reassured that the transfer company would be tracking our flight and available when we arrive.
After we arrived, we tried calling the number that was given for the driver however their phone number was either switched off or not correct. As it was past 8pm on the evening the ‘emergency’ helpline was closed so there was no way of contacting anyone. There was a small group of us all waiting for the transfer we had booked and paid for. Eventually after 2 hours someone showed up and agreed to take us but this ended up taking us to midnight and ruined the next day for us as we had a trip booked early on. Still not heard anything from Holiday Extras about this and they just do not seem to care. Will not use them again.

the lady i dealt with was fantastic. she guided me through the process calmly and was extremely patient.

Quick response and satisfied with outcome

That chat assistant Zahra was able to sort the booking completion quickly with the given information as I could not progress beyond then last page of the online booking form.

Assistant sorted out very quickly

Was easy and resolved promptly

Lena was very helpful, courteous and knowledgeable.
I was really pleased with the outcome.

A software glitch or more likely MY MISTAKE led me to booking Terminal 3 car park when I needed the car park to be Terminal 2. The online chat with "Lavesh" sorted the problem immediately without any hassle - just a short exchange of information. I asked for a cash refund rather than messing about with a voucher. No problem.
Immediately I booked again, making sure that the correct terminal CAR PARK was shown each step of the way. Thank you "Lavesh" - I always try to use Holiday Extras. So understanding if there is a problem

A lot of other reviews written here are focused on ease of booking rather than making a claim. I made a claim for a stolen iPhone 13 Pro Max 256GB which was stolen in Spain. The device was also relied on for managing a disability. Whilst my claim was eventually upheld and they sent a refurbished phone, the process they took to validate the claim was nothing short of ridiculous asking for 6 photos of the jacket that was worn at the time of the theft, images of the iphone cardboard box which we no longer had, all written contact with Spanish police (of which there was none because they never responded to the crime report made on the same day) or they wouldn’t pay out etc. I understand the need for an investigation but it went on for 3 weeks (they state 48 hours) leaving me without a device compulsory to manage a condition.

Also, it’s worth reading very carefully - their gadget cover does not guarantee the same colour of device and although my iPhone 13 Pro Max was a gold 256GB I was sent a refurbished iPhone 13 Pro Max in green 128GB. There is a difference of £100 in the value of these devices from launch but they never responded to my communications about this. To be totally transparent, despite being refurbished the phone has worked brilliantly since, but I am frustrated it was not the same storage option as this has caused me issues.

This year, I had an interaction with customer service about renewing my annual cover. They had offered me a discount on an annual policy stating 20% off. I felt led to believe that this was 20% off the price I had paid for the last 3/4 years with them due to the wording of the repetitive emails and texts, but it was not. They upheld their complaint that the member of staff was passive aggressive in their responses to me though nothing was offered other than this. They’re an insurance company so of course their aim is to avoid a payout, but I will never use them again.

Do not use Holiday Extras. I booked a hotel transfer in Majorca’s through them. When we got there there was no transfer and the company we were told to go to had no record of our booking. Had to call holiday extras emergency number and they said there was nothing they could do - they told me to call a US number which cost me £30 and used all my holiday data up. These calls kept getting cut off. Finally had someone back home manage to call the UK support number who told us to get a taxi and claim it back. Now over 5 weeks later we have tried multiple times to get £160 worth of taxi back and have had no response from anyone. I hope Matthew Pack checks the reviews of his company as they are acting like scammers.