“We booked a Hays package offer to Italy with the Walsall Hays Branch after seeing it advertised on Facebook in July 2022 that included 3 nights at a 4 star hotel in Sorrento and 7 nights at a 4 Star on the Amalfi Coast. We arrived in Naples yesterday evening after a delayed flight with Tui, to be told by a Tui rep that we can no longer stay at the first hotel (which we booked to be the Grand Hotel Capodimonte Sorrento), but they had us booked to stay in the Grand Hotel Capodimonte Naples (which we never booked nor would we book as this part of Italy is not very nice). The Tui rep proceeded to tell us that the “incorrect”
Booking at the Naples hotel was fully booked and we was being put in the Ramada in Naples. This immediately was upsetting and causing distress as we never booked to stay in Naples in the first place, and now we was not only not staying in the hotel Sorrento we really wanted to stay in, but we was staying in a hotel that in Naples that we really did not wish to stay. All this being told to us after an hour after landing in Naples airport. This was suppose to be our honeymoon, a special and memorable time as a newly married couple but this was instantly ruined when we arrived. Not only that, the Tui reps were very abrupt, smirking when I was trying to explain we was never booked to stay in Naples, and that this was our honeymoon. To then be told that we can sleep at the airport if we don’t wish to stay at the alternative hotel they have offered.
It was now getting on for midnight, we was tired, hungry and wanted our bed but we refused to go to the hotel and location of Naples to stay as we did not book to stay in this part of Italy and did not see the Ramada hotel as a well matched alternative. But the reps did not care. Instead we had to pay an additional £1500 to stay in the Grand Hotel Capodimonte Sorrento as we had originally planned but now out of pocket because Hays mis sold the hotel to us in the first place. I have tried to speak to a member of their team today to see if I can be reimbursed for the additional cost we have incurred as a result of Hays mess up but I have been told that we did not book for the Sorrento hotel even though I have written communication emails that say otherwise. I have lost all faith and confidence in the Walsall Hays Branch and strongly believe they lack the ability to accept when they have made a mistake, instead they are happy to leave us out of pocket during our honeymoon even though two members of staff have emailed me communications regarding the Sorrento Capodimonte Hotel back in March and April and more recently while being on the trip. If you are considering booking with this branch, I strongly recommend you reconsider because they are incompetent and lack any kind of customer service.
It goes without saying that I will be taking this matter to ABTA and the Ombudsman along with my supportive documentation for them to investigate as this should not be allowed to happen.”
“what a terrible experience used hays to book holiday arrivved at stansted 0400 saturday morning refused travel HAYS printed off my boarding card my passport was issued jan 2013 expires october 2023 if i had booked online this would have been flagged very poor service travel dimwits idiots inept”
“I wanted to book a slightly different holiday to Egypt. Vicki at the bridges branch in Sunderland went above and beyond to help me. Thank you Vicki im so happy and would not go else where now.”
“Booked 2 holidays yesterday at the Rayleigh branch with Donna and was given the best customer service, she was really helpful and made our choices really easy by exploring options and choices with dates , hotels and travels transfers . Well done Donna.”
“Would give no stars if possible ,have been on holiday the taxi ordered to return to airport did not arrive so obviously had to pay for another so we did not miss our flight , went to travel company on return to ask for a rebate 6weeks later still waiting for significant amount of money to be returned ,unless I have gone to ask one update all I get is it’s still being looked into an investigation has to take place? No one seems bother or has the courtesy to update us will never book with Hays ever again!!!”
“Absolutely useless customer service. I booked a once in a lifetime holiday in March to travel in October. Had o paperwork/ comformation since booking even after calling constantly and being reassured it's all OK. Just received the itinerary to find out the flights have changed. Called and was told its was down to American Airlines and not their fault. It I had known this earlier I wouldn't have paid the £6000 . Now no one will talk to me and they keep palming off. Looks like my only option will be camping on their doorsteps until someone talks to me. I haven't shouted or been rude yet but it's coming. Stay away from Hays Travel”
“approx 2 months ago i wanted to get prices on a flight to the philippines to visit my sik son,i gave all the info and explained i did not want a layover of more than 2 hours having checked out some airlines that do this.i also asked bout re serve seating on the aircraft and to leave uk anytime but to arrive at aquino airport in the afternoon.and gave a budget figure for this flight to the agent,which was well within the grasp of the airlines i checked. i told her i need the infor within 2 weeks so i could fly within the month,the agent all very nice on the tel told ,me she got all the details shess tem me back with 24/48 hours ,no call came,so i sent e mail to the branch st albans,did i get a reply NO,so then i tel them asked to speak to the person whose name i have now forgot but said she was the mngr,spoke to someone else there as the so call mngr ewas busy but shell pass on the message and get het to call me.did she NO.so dont tell me that Hays travel is all good,i tel a company called dial a flight got everything i wanted within 48 hrs paid them off i went.Service ?what service???”
“I don’t know where to begin or end with Hays Travel, I let them hang onto my money through 2 cancellations in 2020 and 2021, during the pandemic and finally got to go to Los Angeles in July 2022, (now). But the amount of errors, mis-communication and lack of flexibility when it comes to flights/hotels/anything, unless you really push is shocking. Still stuck in Heathrow Airport as I type, no sleep since Sunday in Los Angeles, it’s Tuesday here in the U.K, after a ten hour flight, the original 8 hour wait for flight to Newcastle is now at 11 hours wait, flight keeps getting delayed. There are some genuine people at Hays, but I will never go with them again, this was supposed to be the trip of a lifetime for my son. he is having a horrendous time on this journey. Please note: Never use travel agents because everything is non negotiable with flights, hotels or anything else, you have to include them in the situation, but if you deal direct with the companies, you can change most things within reason. Been told this everywhere. Lesson learnt.”
“Only giving one star because I can't give none. We booked a cruise through them for May. As our outgoing flight was cancelled we got onboard 2 days late and have a letter from cruise line confirming they would make a pro rata refund within 3 -5 working days but if we booked through a travel agent we would need to get it processed by them. 2 months later we are still waiting. Hays have told us how much we are getting, a significant amount, almost a 4 figure sum, and that it is being processed by them(that was about 4 weeks ago) but every time we contact them we get a different story. We asked about rasing a formal complaint but were told it needed to go through Customer Service but they told us it needed to be the branch. We feel we are going round in circles. Other people affected have had their refunds. We used the Troon branch because we wanted to shop local but never again”
“Please take my advice use another agent,
We booked a last min trip to New York at Hempstead Valley branch, we paid extra for private taxi to our hotel and then back to the airport at the end of our stay, on arrival out taxi was not there, at the end of our trip our private taxi turned up so late we missed our flight, the cost we incurred were quite a lot, we reported that evening what had happened to Lauren and We were promised everything would be covered. It was not we have had so much grief and stress trying to get our money back, it just made the whole experience worthless.we ended up losing quite a lot of money.
Lauren was no help what so ever, our first and last holiday using Hays.”
“Firstly the star rating. I’ve given Hays 1 star but I feel I should be giving 5 out of 5 but that would be for lying and an unbelievable humiliating condescending service ….. well I booked my holiday with Hays but actually I didn’t …. Or so they tell me. If you are confused just think how I feel!!!! Something went a little wrong; so Hays tell me … actually you didn’t book through us we are just Agents. Urm I did book and have all docs and transactions which they agree. Bet I’m on CTV paying the deposit for our holiday too ….. oh yes and all those direct debit transactions to Hays. The other thing is, apparently, You can only complain to the Travel Agent whom you bought the holiday from. I am beginning to realise why they think they can lie and treat their customers so badly. I’m going to pop my experience down in instalments because it’s long and probably more effective.”
“My daughter went into hays travel in stockton heath to change some euros for her first holiday abroad got a rate of 1.030 to the pound although rate online was 1.15 what a con be aware before using this company for any of your travel needs”
“Having booked our Holiday to Turkey some 2.5 years ago, due to Covid we could not travel, we do have a date of the 28/8/2021, but that was cancelled once again due to Covid, we then were informed that our holiday had been changed to the 1st September,2022 without negotiation, we informed them that that date was not a viable date, due meeting a wedding party in Dalyan on the 29th August, Hays did not seem to understand about the timing, and then were going to charge us to change the date !! They have now informed us that the date outbound is the 27th August returning 14 days later. It was also found that Hays had removed from ALL of the holiday shops the reference number of the holiday making it impossible to track the Holiday, Head office has the details but NOT the local Hays office so no information can be got from the local Hays Holiday Shop !!”
“Went into their Wallasey store today to ask for some simple advice regarding travelling to USA
Firstly was told they wouldn't even talk to me unless I already had a booking with them then as I said "how helpful you aren't" instead of recognising my disgust with them they laughed as I left the shop.”
“Only given 1 star as I could give none. Sold a holiday that didn’t exist and then get told to complain to someone else..
no,one I. Hayes can be bothered to chase up anything and do the job correctly. Fobbed off with lie after lie. Never will I use or recommend such a rubbish company”
“I have only given them one star as I had to put something! Absolutely ripped off by the Company who are extorting people with Covid despite airline and hotels being accommodating at minimal costs! They should be investigated as they are not treating customers fairly. Avoid!”
“Will never book with Hays again. So much stress that was totally unessasary. We booked a 3 night break to Iceland well over a year ago. We pointed out that one date of birth was incorrect and was told it would be changed. Fast forward to all confirmation coming through a few weeks ago and the date was not changed and also a misspelt name, which was our fault. Told we will have to pay £50 to change it all. We had also asked one of the tours to be changed to the Blue Lagoon, which we paid extra for and this also was not changed. No baggage was added so had to do this last minute and all 3 of us ended up sharing one case. Hays agreed to pay for this but we would have to pay and they would refund it.. Still waiting for refund!! I appreciate that the 2 staff members who made the mistakes are no longer there but feel Hays should take responsibility for ruining our break. No compensation has been offered and all communication seems to have stopped. As soon as confirmation came through we did nothing but chase their errors. Terrible customer service not even worthy of 1 star.”
“We can not praise the customer service of all of the team at Hays Travel Seaham Branch who supported us with the requirements that were needed for our holiday in Sri Lanka.
We particularly would like to thank Beth for her patience and commitment, she went above and beyond expectations, and can’t thank her enough for this, she is an asset to the company.
The team at Seaham branch are always so helpful and can’t recommend them enough”
“We visited Hays travel Lancaster on the off chance whilst in Lancaster to rebook our honeymoon to Dubai (previously booked a hotel at the top of the palm with Virgin holidays) due to Covid-19 we had to change the date 3 times. The staff are so helpful & knowledgable & advised you only stay at the top of the palm if you want to drop & flop (not sightsee). They found us the perfect hotel Dukes the Palm which is at the bottom of the palm looked great however when we got to the hotel it was amazing & in the perfect location. Thank you so much for finding us the perfect hotel for our honeymoon. Would highly recommend Hays Lancaster.”
“Booked a 4 night trip to newyork for myself and my son last April to travel 17th Feb 2022 £1600. Called into office in Omagh County Tyronne on 11th Feb to collect tickets, which were not all there. Ask if I had anything extra to pay and was given the bomb shell that the 2 rooms that the agent had booked for us as it was a package will cost us an extra $41 per room per night that is an extra $320 out of our spending money. Up ontil that point I was not at anytime informed of the extra amount to pay or I would not have booked it”
