“My daughter and I went to New York we got to our hotel and they had no knowledge of us and sent us round the corner to another hotel. Thankfully after hours they found an email and gave us rooms. I didn’t know and wasn’t made aware that you had to give over your card when you booked in. They said no money will be taken ( we only had a debit card) when I got back to the uk two amounts of £208.14 had been taken from my account. Have tried to get it back but no one seems bothered. I had also a holiday to Chernobyl booked so last day of January 2022 was told that because of the situation out there my holiday will be cancelled and we agreed that I would go see them in the next few weeks to have a chat about when we would go. Today I get an email saying that they hope I would agree to a later flight coming home. It has taken me completely by surprise as I now have cancelled my Leave due to work commitments and no longer having a holiday to go to. I am waiting for a reply and who knows if they are going to deny cancelling it. Fed up with always having something going on and would never book through them again”
“Firstly, I'm not paid or neither do I receive any perks or any incentives for leaving reviews.
I do so to help people make the best of their money's worth. Below is my experience with Hays Travel.
If I could I would give them a zero. I recently purchased a money card from their travel center in Silverburn Shopping Centre in Glasgow. They told me the terms and conditions of using the card but never did they mention that my money would get locked for 30 days if I used the card as a security deposit. When I called them to ask them to release the funds, they said that it's not within their capacity to do so. I feel totally cheated because now I have money in my card and I can't use it and it will only be available once my holiday is over.
How is it even acceptable that they conveniently avoid these crucial details but clearly remember others. The representative at the Silverburn center seemed to lack any sense of empathy. She asked me to contact their card services but why should I do it if Hays is providing the card on the card provider's behalf. Even so, I called up card services and they were unwilling to even let me know the name of their company! I mean seriously how's this even acceptable that they don't disclose the name of the company but they want to hold my money!!
I'm convinced that it's a deliberate dirty tactic because by locking my money it would mean that I would require to put more money into my card at a disadvantaged foreign exchange rate only to end up having extra foreign currency at the end of my trip to come back and exchange with Hays to get my pounds back.
It's just ruined my wonderful holiday....Like I said never again with this agent.
For those who have used Hays before, just be very careful about these fine details.
I hope that anyone reading this post doesn't have to go through this experience like I did”
“My friends and I paid nearly £8000 for a special holiday in Thailand for March 2022. Due to Thai restrictions we would not have been able to go to our first 3 night stop over in Bangkok, as had to have covid test on arrival at airport then go to a designated hotel till results come through, then no domestic flights from Bangkok to Phuket, who are doing the sandbucket scheme, so couldn't go outside Phuket. Oh and forgot to mention that at the time the Thai government had stopped issuing passes into the country.. curfew on opening times etc etc, list goes on. So we asked to transfer to 2023, this was supposed to be the dream holiday, they came back and said it would be an extra £500 each, for flights that have not even been released yet ??? Of course we refused and decided to cancel because we had the Hays Promise, which incidentally is one of the main reasons we booked with them, meaning all money would be refunded if holiday affected by covid in anyway. So imagine my shock when I've been emailed to say that I can expect the refund of £3222, in the next few days... no explanation about what's happened to the over £4000 that's missing. This is going to be an interesting next few days, trust me. National papers, Facebook, Instagram, ABTA, governing bodies, if we don't get the full refund 😡”
“I have used Hayes Travel, Porthcawl, Bridgend on numerous occasions now and highly recommend them. Gemma (The Manager) and her staff are so helpful, reassuring, professional, nothing is too much trouble. In these current times booking holidays is not an enjoyable experience but Gemma takes all the stress away with her knowledge of ever changing requirements”
“Do not book with this company, spent 1,500 as trip to Dublin, for Christmas however due to the current guidelines for Southern Ireland not prepared to take the risk and be dictated to ie bars closing wearing masks sounds to me like they are having lockdown, but not declaring this, told if I cancel no refund is possible. Tried contacting but being fobbed off. Disgraceful service!!”
“STILL waiting on our refund from our cancelled Florida holiday - they confirmed it would be refunded in 90 days - days 95 today and just constantly being fobbed off and there is no escalation process. £12,000 of our money being held for no reason - STAY AWAY!!!! DO NOT BOOK WITH HAYS TRAVEL - The customer service from the Swansea branch is SHOCKING!!!”
“Shocked at all these negative reviews! Thought we were dealing with a decent company.
Our flight were cancelled by EasyJet to Jersey 5 weeks ago and we were offered a refund.
We are still waiting for a refund. I have been to the branch in person, phoned the agents and sent emails but just get fobbed off.
Will not be booking with them again!!”
“Mrs Price
I saw what I thought was a bargain cruise holiday advertised in hays holiday shop window as a special deal . So went into shop and booked the cruise costing £1632.00 for 2 adults . My friend then booked exactly the same cruise on line direct with P&O choosing their own room and paid in total £ 1398.00 so for going into shop to book it cost me £234.00 more for absolutely nothing . So I will not be booking anymore holidays with them in future . I did go back into shop today to say I was not very happy and the reply I got was ( we cannot do anything about it )”
“I dealt with Dan at Maidenhead Branch rearrangin booking for party of 11. He was outstanding from start to finish. After several attempts managed to get a a better all inclusive resort for same price as our original booking. He was so patient and came back to me every time as promised. Can't praise him and Hays Travel generally enough.”
“Would never book again with hays travel,had 3 holidays cancelled ,and the latest one was a change from the florida trip that got cancelled last year,even though the cancellation was taken out of my hands I have lost £150 admin fee for changing from last year to this year and lost £120 insurance,yous are robbing people ,but got my insurance back for the one that got cancelled in may and everything was done on the same day total disgrace at least Robin Hood wore a mask 🤬🤬🤬🤬🤬🤬🤬 no one expected a pandemic but think holiday company should honour insurance and admin fee,they have not provided a service at the end of day”
“Couldn't be bothered attitude from the rep in branch. It seemed to much trouble for her to help us look for another holiday after the last had been cancelled twice.( covid) no explanation why a holiday incentive taken off us. Only to be offered another insensitive off another holiday only this time a lot less. All the ignorant rep would say is . Don't know how they gave you the first insensitive in the first place!! Won't book with hays again. Especially after the custom we have given them. DISSATISFIED customers.”
“Don’t go with company my holiday was cancelled which I found out by seeing it re advertised £600+ more on the web site of James villas.
My flight was cancelled in January and I’m still trying to get my money back now in June,James Villas confirmed 18th May that they had sent my money to Heys travel 25th May heys travel confirmed they had the money it’s now 14 June and still not got my money even though they have contacted me for my banking details and said it was being processed straight away.
I have booked cruises ect for years with this company they are nice till they have your money then if anything goes wrong it’s a fight to sort it .”
“IWAS TOLD THAT BY BOOKIHG WITH HAYS TOUR OPS THEIR AMENDMENT POLICIES WERE AT LEAST AS GOOD AS TUI AND JET 2.
NOW BECAUSE I NEED TO AMEND I FIND THIS IS NOTVTHE CASE, THEY ARE BLAMING JET2.
THE MANAGERXWAS THE ONE WHO DID NOT MAKE IT CLEAR ANDVTOLD ME A PACK OF LIES.
I WOULD NEVER HAVE BOOKED IF I HAD BEEN TOLD THE FULL FACTSWHICH THEY ADMITTED TODAY THEYVDID NOT KNOW THEMSELVES. SO I WILL GE OUF OF POCKET 230.00
THERE IS NO ONE TO COMPLAIN TOO EITHER .
DO NOT TRUST THIS COMPANY THEYBJUST WANT THE BOOKINGS AND DO NOT GIVE THE FULL FACTS.
THE BRIDLINGTON MANAGER IS A NIGHTMEAR TO DEAL WITH
THEYVEVEN SAID ITCWAS BETTER I BOOK MYCEXTRAS DIRECT WITH JET2 SO I STAND TO ,LOSE THAT AS WELL NOW”
“Forced to cancel a holiday due to Covid threat
Hays advise booking a dummy holiday to preserve deposit as that were busy cancelling holidays.
Now won't return money blaming Jet 2. Jet2 blaming Hays going around in a circle. Avoid this company like the plague don't trust them”
“Refunds... Don’t be in a rush for your money back with Hays travel,6 weeks and still waiting! Waste of time contacting stores or head office all you get is fobbed off .”
“Booked cruise Dec 2019 but due to a number of problems, concerns about covid and cruise company making dramatic changes to itinerary, cancelled. Out of the blue told that our £2199.00 deposit no longer available to refund as the deposit no longer existed, it was now a 'future cruise credit' (a voucher). Not told by Hays or cruise line of this but was told by Hays not to worry, our money was safe with them in their bank account, even offered to book us a land based holiday and take deposit off our refund. But 11 months on, no refund repaid by Hays or cruise line (Regent Seven Seas Cruises).”
“Check before you book through Hayes Travel. They DO NOT have your back. Profiteering through the COVID pandemic. What other travel company cancels your holiday yet keeps your deposit. Utterly disgusting. Hayes Travel & P&O avoid at all costs...
They love a little loop hole - telling you that the full balance needs paying by a certain date when the whole world knows the cruise will not take place. And then because people do not want to part with thousands of pounds knowing full well the holiday will not be fulfilled, they penalize you and keep your deposit. I really don’t know how these people sleep at night.”
“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!”
“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.””
