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Holiday Extras backtracks on refund policy

Written by: Emma Lunn
The airport parking site will now offer refunds for cancellations due to Covid-19.

Airport parking site Holiday Extras has been forced to amend its refund policy after a backlash from angry customers.

People forced to cancel their trips due to the pandemic were only offered vouchers by the booking site, with requests for cash refunds for airport parking, hotels stays, and other travel add-ons turned down.

The company cited a “force majeure” clause in its terms and conditions which it claimed allowed it to send vouchers instead of arranging a refund.

Disgruntled customers turned to Facebook with their woes and reported on their plight.

The firm has now reversed its decision and says anyone with a “flexible” booking – plus some people with “non-flexible” bookings – can cancel and opt for a refund. However, they will have to pay a £10 cancellation fee.

The change of heart comes after holiday firms Hoseasons and were forced to change their refund policies last week, ahead of action by the Competition and Markets Authority.

Holiday Extras previously said customers who’d booked airport parking, transfers or hotel stays in April or May and cancelled after 17 March would get a voucher worth the price paid.

This rule would apply even if the original booking was “flexible” which would have usually allowed customers to get a full refund minus a cancellation fee.

However the firm now says many who’ve cancelled bookings will be able to claim a cash refund by clicking a link on its website.

A statement on the firm’s website says: “With the exception of travel insurance, you can cancel any flexible Holiday Extras product, without charge, and receive a credit voucher for the full amount, valid for up to three years.

“If you’d prefer cash, you can cancel and refund a voucher two weeks after cancelling the booking, minus a £10 processing fee.”

Customers who paid extra for a “cancellation waiver” at the time they booked won’t have the £10 cancellation fee deducted.

If you have a non-flexible booking for up until the end of June 2020, this can be cancelled online up to 11.59pm the day before and a voucher will be issued.

Whether you’ll be able to get a refund instead of a voucher depends on the type of booking. Non-flexible airport parking bookings and stays at two regional airport hotels won’t be eligible for a refund, but other types of booking, such as airport transfers, will be.

If you have a non-flexible booking for July 2020 onwards, you can’t get a refund yet. Holiday Extras advises checking its refund page later in June for the latest advice.

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