Our holiday was cancelled in May due to COVID-19 at no fault to Hays or the cruise Operator Princess. So we were told we would get a full refund. However this could not be processed until the Tour Operator supplied Hays with a Refund Invoice. At the beginning of August Princess cruises telephoned they had refunded hays travel, hays travel say This hasn’t been refunded??? It is now October and Hays have failed to refund the money, they say they have to wait for the funds from the Tour Operator, incidentally the Tour Operator confirm that Hays have received the money. What rubs salt in the wound is if you telephone Hays the introductory recorded message states, if you are awaiting a refund this will only be paid once they receive the ‘Refund Invoice’ and will be paid within 14 days. Hays are failing to respond directly to this so it will be a case of seeking legal advice.”