How can we help?
We're usually great at keeping secrets, but we've laid out all the answers here. Search below or browse our categories to get sorted in a flash.
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How do I check in for my flight and add luggage or extras?
Most airlines open online check-in 24–48 hours before departure, using your flight reference (PNR), a six-character code in your confirmation or in My Bookings under flight details.
Check in and add extras on the airline’s own website (Ryanair via myRyanair, easyJet and British Airways via Manage Booking).
Your baggage allowance is shown when selecting flights and in your confirmation; if no hold bag is listed, only cabin luggage is included. If you haven’t received tickets yet, that’s normal, flights often queue for ticketing and your booking is confirmed.
What happens if my flight is delayed or cancelled?
Cancelled flight (part of a Secret Escapes booking): wait for us or your travel provider to contact you with alternatives: rebooking, refund or credit. If it’s within 72 hours and you haven’t heard from us, reach out to our support team. If you booked flights independently, contact the airline directly.
Delayed at the airport: the airline must provide duty of care after a set amount of time: food and drink, two free calls/emails, and hotel plus transport if it runs overnight. Keep all receipts. For a delay over 12 hours, reach out to our support team; we can cover up to 3 nights at the original hotel cost if neither the airline nor your insurance does.
Compensation (EU261/UK261): claims go directly to the airline, we can’t file them for you. You may be eligible for operational delays causing arrival 3+ hours late, but not for force majeure such as extreme weather.
What is Holibob and how do I book activities?
We’ve partnered with Holibob for local tours and experiences on hotel-only bookings. Around your check-in date you’ll get a genuine WhatsApp message from Secret Escapes with recommendations, follow the link to browse and book on Holibob (payments show as Holibob Ltd, and they email your vouchers).
Most activities offer free cancellation 48+ hours before the start via Manage this booking, and support is at bookings@holibob.tech. We can’t view or modify Holibob bookings. If any message asks for your card details, don’t share them, reach out to us immediately.
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Detailed query or docs? Email us with your booking ID in the email body. AI handles some replies, with our team monitoring and on hand.
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