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On Your Return All Answers

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How do I make an insurance claim?

This depends on how you purchased your holiday insurance.

If you purchased your holiday insurance from SuperEscapes then click on the below link to make your claim:

If you purchased your holiday insurance from another company, then please check your insurance documentation for the correct contact details.

Saying Thank you to an SuperEscapes member of staff

We are glad you had a great holiday and look forward to helping you organise your next holiday.

 

Please email [email protected] to ensure that your compliments get through to the member staff and management

I have had no reply to my customer care query?

If you have not had a response after 28 days of sending your original query to customer care, then please contact us on our website section 'My Booking', Email your enquiry section, you will receive a response to this enquiry no later than 48 hours of sending this.

Or alternatively email [email protected]

What if I was dissatisfied with my holiday in any way?

SuperEscapes strives to deliver the highest standards of customer service at all times.

In the unlikely event that you have a reason to complain you would need to contact our customer care team by emailing them at [email protected]

You must ensure that you contact us within 30 days of your return journey.

Please note we are unable to accept anything verbally.

When submitting a complaint please ensure that full details are provided including any documentary evidence that you may have in the way of receipts or photographs.

SuperEscapes act as a travel agent only and will contact the travel supplier, Transfer, Airline or hotel on your behalf and try to resolve your complaint.

It can take on occasion's 28 days for the suppliers to respond to ourselves.

How do I lodge a complaint?

In the unfortunate case that you were unhappy with your holiday, we would like to hear from you to allow us to improve for the future.

Please access the 'My Booking' tab on the SuperEscapes website home page and login to your booking with your SuperEscapes Reference number.  Once you are logged in as long as within 30 days of your return date you can leave your comments on the post holiday comment section, we will then take over your complaint and liase with the suppliers involved.

Alternatively please email [email protected]

You have submitted a CAA form due to the company that you booked your flights with having gone into liquidation and are awaiting re-imbursement.



A - You have received a letter from us - This has informed you that your form has been processed and is now with the CAA awaiting re-imbursement. The CAA will now revert back to you directly and as your agent we will not hear anything further. If you wish to contact them directly to chase the status of your claim, please contact them on 01243 621 009.

B - You have not received a letter from us - Then we are currently still in the process of dealing with your claim. We apologise for the delay, but this is due to the sheer volume of forms that have been received. Please be assured that these have our urgent attention and you will receive notification shortly.

We regret that we cannot receive telephone calls regarding this as this will only serve to hinder the process, but if you wish to check that your claims form has been received please email [email protected] and we can check and notify you in this manner.

What is the complaints procedure?

If you are making a complaint this must be received in our office no later than 28 days from your return date of travel. The complaint must be received in writing – please note that we cannot accept anything verbally. When submitting a complaint please ensure that full details are provided including any documentary evidence that you may have in the way of receipts or photographs. Please view the ‘Contact Details’ section for details.

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