It has taken us 3 MONTHS to get our money back from Hays! Don't book with Hays! shocking customer service! Have sent numerous emails to John Hays (CEO) who appears once he has your money can't be bothered dealing with customers and has to pass it on to his staff. Booked a holiday in January through Hays. Paid full balance in May. Holiday cancelled in July. Told no refund until tour operator paid Hays. Raised Section 75 Claim with our bank on 18th August. Eventually got refund of majority of money on 4th September. No refund of £198 deposit, again told due to tour operator not refunding Hays. Despite their promises on 16th September that they would refund deposit of £198 as soon as they had received it from tour operator. Hays informed us they had received the £198 deposit back from tour operator on 4th October Hays told us they would not refund the deposit unless we dropped the Section 75 claim! Needless to say we did not do this. Hays sent us an email stating they had "successfully challenged" Section 75 claim. Eventually on 12th October they informed us that they would be giving us a refund, which had be credited into our account. On checking our account on 12th October, no such payment had been made. Eventually received money in our account on 14th October. Will never book another holiday with Hays again!