holiday extras havent refunded me

aelengland

booked through holiday extras, and had to cancel part of my booking. holiday extras said they would refund minus a fee, but the refund has not arrived after 30 days. My credit card company will not help because holiday extras uses a 3rd party company, so they have refused to help me out. Does anybody else have any ideas how I can get my money back ? cant get hold of holiday extras for love or money.....

Dizz

Hi Aelengland. I have been in a similar situation with Holiday Extras. I booked an airport hotel with parking, and I chose one that was fully flexible and could be cancelled with a full refund up until the day before the flight. As my flight to the USA was cancelled and FCO advice had been issued not to travel, I had to cancel the booking, which I did on Friday 13th March. I immediately received an email from Holiday Extras saying my card had been refunded, but the info on the website said that it could take up to 30 days to show on the credit card account, depending on the credit card company. I waited, but 30 Days later, no refund to my card.

I have chased them up twice this week using the online form on the website (it is the only way to contact them at the moment, by the look of things). They have today replied to my email with a voucher, which is not acceptable as I chose to book a flexible option with a refund if I needed to cancel. The voucher is no use to me as my flight was for a specific occasion which has now passed, so I will not be flying in the future and therefore have no use for a voucher for airport parking. There is nothing else on the website that I can use the voucher for.

Really not happy with them at all, I will try again to get my refund, which was obviously due as they originally confirmed it by email. I don't hold out much hope, though.

If you try the online form, you might get some luck. I wouldn't hold your breath for a refund, though, it will probably be a voucher, which is absolutely no use if the company goes bust. It's really unfair.

I certainly won't be using them again in the future.

Claire_w83

Same has happened to me.
Booked airport parking and paid extra for cancellation protection.
The booking has been cancelled but they are only offering a voucher rather than full cash refund, despite having paid extra for cancellation protection!
They reply to emails with no explanation other than a link to the info below.
I don't want a voucher, I want a refund which is what I paid extra for!
I don't understand how they can change their terms and conditions like that. Any advice would be gratefully received.
I won't be using them again either!

Coronavirus: Important information

Last updated: 14th April 2020

Welcome to our help and support page for customers whose trips have been affected by the restrictions placed on travel by the government due to Covid-19.

We believe that the great British public will want to go on holiday as soon as they are able to and we will be ready to serve our customers and partners as soon as they do.

These are exceptional times and they call for an exceptional response. 90% of our team are furloughed (many of them are volunteering where they can to help with charities and the NHS) and we have offered our campus and warehousing to local government. We are taking advantage of all of the possible help we can get from the UK and German governments to help us get through this difficult period.

The team that are working are on reduced hours but are responding to queries within 7 days. Our leadership team are all working at 50% pay and our CEO and Non-Executive Directors have taken no salary since March. Our phone lines are currently closed and our team are working from home prioritising responding to the most urgent online enquiries.

Like many other travel businesses, these exceptional circumstances require us to change our usual approach to refunds, to ensure that we are best placed to help our valued customers, like you, enjoy travel in the future.

Although our booking terms and conditions allow us to cancel bookings without making a refund of any kind (due to the Covid-19 pandemic being a "force majeure" event), we are choosing not to do this. Instead, 100% of the value of your cancelled booking will be converted into a voucher which can be used in full or part against Holiday Extras bookings you make in the future.

Your voucher is valid for 18 months from the date of issue.

We understand some customers may have a preference for a cash refund. However, the circumstances are so exceptional that we have opted for an exceptional solution, so that when we all return to travel we can once again offer you the sort of outstanding service upon which our reputation is built.

Thank you for your understanding, we really appreciate your support.

The Holiday Extras Team

bradders1983

Its a decent solution for those like me who booked non refundable products but its a kick in the teeth to those who paid for the cancellation cover, not even mentioned in the above.

rickyxsara

Was told by them I could cancel car parking and paid the £10.50 cancellation fee . This phone call took place on 13/3/20 and got email to confirm. Chased it up today online and they sent me a voucher. I have sent another email for refund but will keep you posted if I get result.

ryanm8655

Family member having the same issue - also paid for option to cancel up to the day before. Was told they were refunding but with no sign after 30 days. Chased them and then got sent the voucher email quoted above. Will follow up again and see what happens. It's not an insignificant sum at £150.
Anyone else had anything more out of them in terms of response?

bradders1983

They now seem to be ignoring everything on FB, pages and pages on their wall of people moaning.

Dizz

Hi everyone,
If you check their Facebook page, there are lots of people in the same situation. Many people have said they will be reporting Holiday Extras via the Government portal, I urge everyone to do this - I will be doing so.
https://www.coronavirus-business-complaint.service.gov.uk/
I will also be emailing them again through their online form to try to get the refund I am owed.
Good luck! Keep us all posted on any progress.

2Daughters

We are in the same situation, I booked car parking with cancellation cover and was told over the phone we would get a refund but may take 30 days.  I have today received an email saying they are not refunding me £140.00 only offering a voucher!  No good to me!  I shall start the painful battle of trying to get my money back  

westv

Same situation here. Booked parking and paid for waiver of cancellation fee. They refunded the fee and only offered a voucher.
Does anybody know if their previous terms mentioned a voucher or a cash refund?

AgentOso1

Same situation here. Was instantly given a car park voucher - tbh that is useless as I have no idea where and when I will be traveling from next and the majority of my holidays I don't need parking. When I submitted the web form it said 30 days if I'd asked for a refund which they would process minus fees. The 30 days are up next week... I am not banking on this but it is yet another test for another company.