Holiday Extras Reviews

Updated 19 Jun 2020

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4.1
81%
Recommend to a Friend
89%
Approve of CEO
Holiday Extras CEO Matthew Pack
Matthew Pack
112 Ratings
  1. Helpful (4)

    "Great in so many ways, but not as progressive as they think..."

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Senior Role in Hythe, Kent, South East England, England
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Holiday Extras part-time for more than 3 years

    Pros

    I LOVED my time here, but it's not without its faults. My actual role was brilliant within the creative team, I loved the flexibility, team support, and how transparent the company was with goals and objectives. Progression is there to an extent if you're hungry and willing to adapt to the business needs, but you will find the ceiling quickly.

    Cons

    Money. Every single time I was promoted, I was given a below standard pay rise. So in effect, I was working a year on a previous pay and having to 'prove' myself to actually get the pay I deserved. Money isn't everything but not being paid fairly for your role isn't acceptable. I was only eventually paid the industry standard on deciding to leave. There's also an unsaid issue of hiring new staff in on higher wages than then current staff too... The constant business agenda changes are expected, but hiring consultants constantly who actually aren't good at what they do, and then demanding your staff follow this persons 'vision' is undermining the experts you've employed who actually know what they're doing! If you're a woman, you won't do as well here. I never realised it much, but as time went on and I fort my way up the ladder you can see it more clearly.

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    Holiday Extras Response

    September 27, 2018Deputy CEO Holiday Extras

    Thank you for leaving a review. We’re pleased to hear that you loved your time at Holiday Extras - this is our aim for every person who works here. We were however sad to hear about some of the points you’ve raised, particularly around pay and progression so wanted the opportunity to respond to these. As part of our ongoing commitment to fair and transparent pay, we are continuing to review market data against current salaries. When it comes to hiring decisions, salary is determined in the same way that it is for everyone: inline with market data and the person’s skills and experience. Progression has always been open to all at Holiday Extras, irrespective of gender. Through our Women at HX network, as a business, we have been discussing and identifying what more we can do to support women reach their full potential and have created an plan of short and long term actions that are already being implemented. We are committed to ensuring that opportunities continue to be available to everyone and that every HXer has the support to grow their careers. We absolutely trust and believe in our team, encouraging a culture of feedback through the many channels that we have available. Like most businesses, we engage consultants to help deliver our strategic aims where we need a particular skill or external perspective. We do so however in tandem with the fantastic expertise that we have in-house so that we can work together as a team to grow and promote our business and brand. We hope the above clarifies some of the points raised in your review. We wish you all the best and thank you again for your feedback.

  2. "Good employer that genuinely cares"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Holiday Extras full-time

    Pros

    Flexible hours, can work from home, time banking all help with childcare needs plus a great working environment and really lovely people.

    Cons

    High pressure environment for what appears to be a relatively low salary unfortunately encourages people to look elsewhere.

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  3. Helpful (4)

    "Heading in a very unsettling direction"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Holiday Extras full-time for more than 3 years

    Pros

    - Good learning and development. - Opportunity to work with talented people (although the really talented ones don't stay for long). - Flexible working. - An okay place to work if you want to settle down. This company is not for the ambitious.

    Cons

    - Some choices for people management are questionable. - A considerably large gender pay gap. - The board is largely made up of men. Female talent and other diversity verticals are almost none existent. - The "people team" (HR) don't do a great job of looking after their people. Conflict is solved by putting two people in a room together to "have it out" which often causes more problems than it solves. - Pay is not transparent. There are various cases of people being paid much less despite having the same job title and level of responsibility. - Various complaints have been made about one employee in a senior position who uses derogatory language in meetings, creates sexist imagery and generally has a lack of respect for people in "lower" positions. Unfortunately, these complaints do not get taken seriously. - There have been many rebrands of Holiday Extras over the years which is inconsistent and frustrating to employees. It's hard to raise brand awareness on a brand that is forever changing. - The latest rebrand is heading in an unsettling direction. They're trying to be "shocking" but unfortunately, this often comes out as offensive, vulgar and desperate.

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    Holiday Extras Response

    September 13, 2018Deputy CEO Holiday Extras

    Thank you for your review. We are very disappointed to hear that you feel this way about working at Holiday Extras. The experience you describe does not match our intentions for our team where we foster a culture of inclusion, support and respect. In response to some of the specific points you have raised: - We are a very ambitious company, in terms of how we want to change the future of travel, to grow our business, services, products and create new opportunities for all; we aspire for each person to reach their full potential. - We are proud to say that many members of our leadership team started and built their careers here. In Quarter 1 alone, we have promoted 17 people within the business and this year, have promoted several women at a senior level. - Opportunities for progression have always been open to everyone but as part of our culture of listening to our team, we created a ‘Women at HX’ network to identify further steps we can take to support women, no matter what stage they are at in their careers. It has seen fantastic momentum and has opened up positive dialogue across all areas of the business on diversity and inclusion, with many actions being driven off the back of this. We were pleased to be finalists in the Association of Women Travel Executives awards for the Company Award. One of our managers is also a finalist in the Professional Woman of the Year category in the upcoming Customer Experience Awards. - Holiday Extras has always offered equal pay for equal work, regardless of gender. We have a pay framework which ensures this and provides transparency on how pay decisions are made. - We are hugely proud of our brand and its direction. We are equally proud of our talented team which is why we have actively encouraged them to feedback on its evolution. In no way do we see our brand as offensive or vulgar and the positive response from our customers supports this. You have raised concerning remarks about the behaviour of our team which we take very seriously. We provide management and leadership training to our managers so they are equipped to support the different needs of their team. We want to make it very clear that we do not tolerate unreasonable behaviour in any form. For this reason, we’d like the opportunity to discuss this further with you, so please do get in touch at people.team@holidayextras.com so we can understand more. We thank you for your feedback and we wish you all the best.

  4. Helpful (2)

    "A marginally better call centre...."

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Travel Consultant in Hythe, Kent, South East England, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Holiday Extras full-time for more than a year

    Pros

    Friendly people, was a relaxed environment (but that's changed), home working

    Cons

    Poor wages, poorer wage increases.

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    Holiday Extras Response

    September 27, 2018Deputy CEO Holiday Extras

    Thank you for your review. Our people are at the heart of everything we do so we’re sad to hear this feedback. We are proud to be a Living Wage employer and have been for the past three years. As a company, receiving feedback from our team is integral to everything we do. Specifically in our Contact Centre, we have a number of feedback channels for people to tell us what we're doing well and what we can do differently, either via our regular engagement surveys or open forums with the team. We have taken many positive actions of the back of these, including ways of working and pay. We hope that you were able to voice your concerns through these avenues or with your manager who are on-hand to discuss any specific feedback.

  5. Helpful (1)

    "Holiday extras"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Holiday Extras full-time

    Pros

    Good profit share quarterly. Option to work from home.

    Cons

    Management styles conflicting and not much support

    Holiday Extras Response

    September 27, 2018Deputy CEO Holiday Extras

    Thanks for your feedback. We’re really glad that you liked the option to work from home. We pride ourselves on our approach to flexible working, which includes the ability to work remotely to help people balance their personal and work lives. We’re also pleased to hear your feedback about our quarterly profit share scheme - it means that everyone works together and benefits from the business achieving its strategic goals. We’re however sorry to hear your feelings about the level of support. We work hard to create an open environment for the team where people can speak about how they feel - our managers are integral to the success of this. We are very much ‘One Team’ and our managers work together to provide the best experience to their teams. It’s important that this is the same for each person, no matter who they report to, which is why we provide training and guidance to each manager so that they consistently provide the high-level support that we expect for our team at Holiday Extras. Thank you for taking the time to leave this review. We wish you well for the future.

  6. Helpful (3)

    "Disappointed"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee 
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Holiday Extras full-time

    Pros

    struggling to find any pros at the moment, only thing really is the healthcare and a BBQ and firework display,

    Cons

    People team are unable to provide any real support and seem unclear of what the job entails. There is a lot of lip service and not much action. There is very little respect unless you choose to be a yes sir, no sir, three bags full sir type of person. You cannot have your own opinions as if you do you will be pushed to leave and stand absolutely no chance of progression. There is a very big boys club within the hierachy of the company. It is shocking that if you are not a member of staff there are more benefits and discounts, would like to have thought that they would rather provide job satisfaction and a decent profit share as this dwindled considerably regardless of how hard we seem to work

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    Holiday Extras Response

    September 27, 2018Deputy CEO Holiday Extras

    We’re really sorry to hear this feedback - we don’t want anyone to feel this way about working at Holiday Extras. Particularly as you are a current HXer, we’d really like to open a dialogue with you to understand more about the points raised in your review. The People Team are especially sad to hear about the level of support you feel is missing. If possible, they would like the opportunity to open a conversation with you in a space where you feel comfortable to speak openly about this so they can understand more about your experience. My door is also open and we are all here to listen. We also actively encourage feedback through the various channels we have available - for example you can comment on your experience via our engagement surveys, one of which is currently open if you haven’t completed it already. We also have our Women at HX group who met last week with their first ‘all inclusive’ session - we hope you were able to attend and discuss your concerns in this space. Please be assured that people are at the heart of everything we do and we work hard to make sure we have a culture of inclusion at all levels. If you think there is more we can do however, please do get in touch so we can discuss this in more detail.

  7. Helpful (1)

    "Travel consultant"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Holiday Extras full-time

    Pros

    Amazing company, lots of benefits, profit share, free bbqs, parties, well being week, Christmas and Halloween dress up, birthday off as paid

    Cons

    Call centre very separate to the rest of the company

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  8. "Management - Holiday Extras"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Holiday Extras full-time

    Pros

    Great staff benefits, constant support, understanding management team.

    Cons

    Communication is not always proactive

  9. Helpful (14)

    "Pound signs! Not people!"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Contact Center Agent in Hythe, Kent, South East England, England
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Holiday Extras full-time for more than a year

    Pros

    Fun days, The contact centre staff, Bonus structure

    Cons

    Time off the phones for fun days, Managers, Call quality measures, favouritism

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  10. Helpful (11)

    "Upsetting targets and monthly worry"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Travel Consultant in Hythe, Kent, South East England, England
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I have been working at Holiday Extras part-time for less than a year

    Pros

    Nice parties, average benefits compared to other companies. Nice events from time to time, lovely if you happen to be involved in them.

    Cons

    I didn’t want to write this review as I’ve remained optimistic for positive change. I’ve come to a conclusion it’s now beyond repair. They really want to expand the business but don’t sort out the problems they have currently first, CC staff mental well-being being the main one and the way they target phone staff. This site is full of the same stories :-( With bullying claims recently, it’s just so sad to see a place I once loved become so lifeless. They claim to be a “30 year old company thinking like a start-up”, with the extremely out of date targets in the CC, it’s not exactly thinking like a millennial-company. It’s very poor. There is no incentive to up-sell or be a great sales ambassador as there’s no bonus that’s actually achievable. Who targets staff on customers options on a phone menu when customers press wrong options to get through quicker? This impacts CC agents overall monthly performance. The poor staff on the receiving end of this. You are not thinking like a startup. Think of actual accurate targets, it’s honestly not that hard. Being told everyone in same situation is not being pioneering in spirit. The company receives too many wrong number calls into their CC, phone agents being victim to this affecting their monthly performance which is very upsetting. Again, the company refuses to rule these out at all. And of course, you guessed it, this is the phone agent’s fault!! CC Managers turn off their instant chat or set to not-available, frustrating when needing help with a call. Quick to moan when agents haven’t hit a target though. I’ve heard agents and Home workers say they just don’t message them anymore. So many of the CC staff feel drained after a shift, it used to be a fun environment and a second home but now it’s the complete opposite. Anonymous feedback system needed urgently for the CC. People are scared of the outcome of speaking out or emailing People Team about what’s upsetting them because it’s got so bad. Buzz sessions won’t resolve the issues. Only those not on the phone in the CC have a positive word to say. Let sort this mess out once and for all?

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    Holiday Extras Response

    January 8, 2018Associate People Director

    Thank you for your feedback, we’re sorry that you feel this way and would like the chance to speak in more detail about some of the points raised in your review. Please don’t feel that you can’t speak to a member of the People Team or your manager as we always encourage people to come to us with any concerns or questions. We have been holding feedback sessions to discuss works well, what could be better and create opportunities to ask questions and share ideas. The buzz sessions have been really valuable and we will continue to run these in January. The team has helped to shape some of the actions and your input is integral so please come along and share your thoughts.

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