“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.””
“Booked a trip to Vegas was due to fly in June and due to COVID we didn’t get going we still haven’t as a family of 4 been refunded yet will never book again with hays travel they don’t care about their customers”
“Seriously, whilst this whole covid thing is ongoing. If you want to book a holiday with confidence of a safe return of your money, should you need to cancel etc, don't book with Hays. Cancelled in April, still not refunded. Always having to chase. Awful service.”
“Stay well away from these rip off merchants demanding people pay them but won’t do refunds never dealt with a company so bad makes you laugh do a tv program all our customers get full refund they don’t even respond”
“Our holiday was cancelled in April due to COVID-19 at no fault to Hays or the Tour Operator. 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 June Hays telephoned is to say they were in receipt of the Invoice and a refund would be paid within 14 Days.
It is now approaching the end of July and Hays have failed to refund the money, they now 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 may be a case of seeking legal advice.”
“We booked a Holiday with Saga to Rhodes through Designer Travel, our local branch of Hays here, in Ramsbottom Lancashire.
We paid the balance in February the holiday was due to take place 3rd-17th June but was cancelled in May. We have been struggling to get our money back ever since. Saga insist they are waiting for the accounts team at Hays to accept the refund cancellation credit. Designer Travel who we paid the money to say they are also waiting for the accounts team at Hays Head office to accept the credit and say they are powerless to refund until they do.
In the meantime Hays Travel Head Office in Sunderland have ignored every email and phone call and we are still waiting for nearly £4,000 to be refunded.
How on earth have they got such a good press when they treat their customers so badly?
When the future of the tourist industry does not look good our local branch of Hays is about to lose two regular customers.”
“Should have gone to Disney land Paris in March, due to covid 19 the holiday was cancelled, I had my flight and hotel money back pretty quick from jet 2 but the park tickets costing £500 are apparently not refundable. At any time was I told this I paid in full for that holiday for a treat for my little grandson and I feel I'm just being fobed off with excuses. It is not my fault Disney closed the park but all hays travel are doing is making excuses to the point I'm going to get the financial ombudsman involved.”
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Sharryn
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Sharryn
4 reviews
1 star: Bad
Just now
DO NOT BOOK WITH HAYES TRAVEL
Would not reccomend this company at all...Romford branch was all helpful saying how much my destination was lovely then found out later after booking that the complex was horrible I couldn't go out of the complex ..The girl who did my booking messed up so many times with my direct debit...after weeks of messing about i decided to cancel...told me if I cancelled it cost me £150.00...took a loss of £150.00 and now back with TUI going to sharm el in Eygpt....PLEASE consider before booking with this awful company....UNPROFESSIONAL!!! DISGUSTING customer service..”
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Sharryn
GB
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Sharryn
4 reviews
1 star: Bad
Just now
DO NOT BOOK WITH HAYES TRAVEL
Would not reccomend this company at all...Romford branch was all helpful saying how much my destination was lovely then found out later after booking that the complex was horrible I couldn't go out of the complex ..The girl who did my booking messed up so many times with my direct debit...after weeks of messing about i decided to cancel...told me if I cancelled it cost me £150.00...took a loss of £150.00 and now back with TUI going to sharm el in Eygpt....PLEASE consider before booking with this awful company....UNPROFESSIONAL!!! DISGUSTING customer service..”
