Help us to help you

We’re proud of the customer service we offer to our agent partners, we’ve built our company on partnerships over the last 40 successful years.

We are very mindful, as we re-build from the pandemic that it sometimes takes a little longer to answer our calls than we would like. We are working hard to recruit additional colleagues into our contact centre and improve our efficiencies, so we can help you and your customers even better than we do right now.

We’ve been looking at some of the reasons for calls into our Customer Service team in recent weeks and have put some helpful tips below for you, which might answer some of the questions you have.

Amendments

• Amendments are permitted outside of balance due date.
• Amendments within balance due date are considered a cancellation and re book.
• As things stand, we offer a reduced administration fee for customers who have booked through our agent partners. That amendment fee is £35pp plus any difference between the existing and new holiday (Subject to change).
• New holidays can be priced on our agent website.
• If you have a quote for an amendment already, you can email the details to [email protected] and we will make that change for you, proving all the details match. If they don’t, we’ll contact you back.

Cancellations

Our cancellation terms are listed below.

You can email [email protected] should a customer wish to cancel (we hope they don’t!) and the team will action this for you.

Chasing Invoices

At Newmarket Holidays, our invoices deploy overnight to the address set up on our system. Please don’t call and ask for an invoice if you made the booking that same day. If after 48 hours you’ve still not received your invoice, please email [email protected] stating the booking reference.

Commission Queries

We receive a lot of calls, after bookings have been made, asking to confirm the commission amount. We are working on a solution to display this information our agent website. In the meantime, the quickest way to find this information is:

• Check your internal systems and consortium regarding your commission levels.
• Await your invoice, which could take 48 hours. Email [email protected]