Holiday Extras - Not that Extra!!!

cjcollinson

Trying to use a voucher from cancellation due to lock down 1.

I booked airport parking at Heathrow T5 through Holiday Extras with MBW meet and Greet T5

The booking was made on 28th January for use on the 28th July 2020 and unfortunately Covid hit and we could not travel.

As we had to cancel all travel plans, I had to cancel the parking and I took a voucher from Holiday Extras under the impression I could use the voucher for a future booking. 

I've just looked at booking parking at Gatwick Airport and their system is saying that I cannot use the voucher.

After talking online with an advisor, I apparently have a non flexible voucher and have to use it with MBW at Heathrow T5.

The email i received after having to cancel said "which can be used in full or part against any Holiday Extras booking I make in the Future"

Voucher issued for £86.39

We've refunded your booking in the form of a voucher for 100% of the value of your cancelled booking (including any fees) which can be used in full or part against any Holiday Extras booking you make in the future. Vouchers are valid for bookings and stays within 3 years of issue with the exception of non-flexible bookings (which are valid for redeeming within 18 months of issue). Vouchers are non-transferable.

I'm now being told this isn't true and I cannot use the voucher for ANY future booking.

I've asked for a refund they refused saying that the type of voucher I purchased doesn't allow this.

Where do I stand with this, I'd prefer to use the voucher to book parking, failing that my money back so I can book else where

Westin

Holiday Extras are an intermediary selling third party add-on travel services.  MBW Meet & Greet is a business based in Hounslow offering parking services at LHR. I don’t think they operate at other airports.  I suspect this is the issue.

The voucher conditions you have posted, if published in full, are however (IMO) misleading if you are now told you have a restriction on use to be with the same LHR supplier.  It would make sense that the credit is used up with the company that has your initial payment (MBW) but the Holiday Extra conditions do suggest otherwise and perhaps an indication of weak and rushed terms put together when the need to issue CV19 vouchers came about.

I would probably try Holiday Extras again, hoping to speak to someone different and in their customer services team that acknowledges the issue and the voucher terms that Holiday Extras attached to use of the credit, which are not specific to use at LHR with MBW.  

If that doesn’t bear fruit then I think it will get messy as I guess for £86 you have to determine if worth your time and effort to go down the small claims court system.

J_B

Slightly O/T, but HE offered me 20% off with their 'special' code, as I was a previous customer.

A quick google found a better code for cheaper parking!!!

kuroneko

Holiday extras reduced our booking to one day and we didn't see it on the confirmation. It cost loads of money but they won't offer any compensation. 

kuroneko

Has anyone else experienced this? I know we should have looked more carefully at the confirmation but is their website faulty? 

Westin

I think their counter argument will be that you need to check your confirmation paperwork carefully and let them know asap after booking if any errors found.