We booked a holiday in September 23 for May 24. Our holiday had to be cancelled as our dog needed emergency surgery within 2 weeks of our departure. We were not able to change the date. Friends said they would go and paid to transfer the names so they could go. We were just happy that it wasn't going to be wasted. We needed proof we could not proceed with the holiday for our dog insurance but Hays were unable to do this. We got a scrappy piece of paper from the Doxford Park branch (not on headed notepaper) stating we changed the name of the booking. Unfortunately the insurance company would not accept this as it looked like a 5 year old had written it. Hays travel do not have headed notepaper. Hays customer services were not much help either. They said we had gifted the holiday so it was not cancelled. We have now lost our holiday, the money for it as we did not pay with a credit card and the travel insurance does not cover us for cancelling because of a pet. I would not recommend Hays travel to anyone.