“I booked a holiday with Hays travel , Airdrie, Scotland to Las Palmas on February 13. 2 2025. Initially they told me I had to make my way to hotel from airport myself as they didn't do transfer to my hotel.( fair enough ) although when I went to pay balance, a transfer was available for £50. (Curious). So I booked it. Paperwork told me someone will b waiting at airport with our name on card. No one was there. Eventually found our bus transfer. We were to be picked up at hotel on way back, but bus didn't arrive. I waited at hotel entrance for 2 hours prior to pick up. Hotel phoned the transfer Co. To b told we weren't at pick up point. Hotel new they were lying also. At Hotel it's all one way system, so no traffic can stop outside. Must drive into car park, where I was waiting. Although I could see Main Rd. from where I was. I've just had argument with Hays manager. Who says transfer Co. has GPS proof. ( not possible). Manager says he's not responsible. I say he took my money, so he is. Never deal with these robbers again. Also cost me 40 euros for taxi.( Could have missed flight.)”
“Went to the local Hays to get some euros. Been before and no problems but this time without me being aware they added £3.95 for ‘pay back guarantee’. I never return with euros to be bought back so why would I need this. The member of staff was adamant she told me about this and it would not have been added if I had said I did not require this. This was not true all she said to me was the total amount. This I did not see until I checked the info days later. I contacted them with no success of refund as I was told it was my fault and she had mentioned this money back. If she had mentioned this why would I be happy to accept this. Unbelievable no apology. Disgraceful service”
“We have always booked with hays traval in Sheffield chappletown and meadowhall branch.
We booked a cruse with p&o jan but at to cancel because of waiting for a prostate problem. We contacted hays traval chappletown and they said p&0 can move it on to a other month.we moved it on till March. But in-between moving the cruise I went to hospital and they said I might need to go to hospital so I have waite for a appointment.
So with this I couldn't go on my planed cruise in March.i spoke to hays traval and they said I can't move my cruise again or move it to other day .so not I have lost my deposit of£500.in which I think it's wrong .a
I have contacted my insurance and they said I have got to contact hays. Because I'm fit to traval. Well no I'm not because I wouldn't be going to hospital in the first place .
I am seeking more advice with this .I wanted to change my holiday but hays wouldn't change it.i will never use chappletown hays again .I have spent a lot of money in the past .but never again..”
“Well booked krakow in August for a party of 4 for 2 rooms only to find when we arrived the hotel had been cancelled.Phoned Hayes travel several times. 4 hours later they sent us to a hotel only to find after 30minute walk away from town they were already fully booked. We had completely lost all faith in Hayes resolving this at this point and had to ask help locally in Krakow as was now getting dark Fortunately a local hotel assisted us and made sure we all had accommodation for our holiday. Sorry to say Hayes travel could not resolve our problem could only appoligise and blame a third party involved in booking and cancelling our paid booking for our chosen hotel. Unbelievable,we would have been on the streets all weekend if it was not for local help. I had been recommended to try Hayes from my customers. Sorry to say they will never have my business again”
“Private pick up from airport arranged but nobody there when arrived, ended up asking Tui to help us (you booked flight thru them) who pointed us to a desk. Eventually a coach arrived to take us to destination, only ones on it, clearly forgotten our booking. Mediterranean hotel in Tenerife has been refurbished and acceptable Pool lovely but food always cold. Breakfast awful, cold eggs,beans, etc etc. evening no better. VERY DISAPPOINTING FOR 4\5 STAR.”
“This company is absolutely terrible, when booking your holiday they are all smiles and cannot do enough for you, but when they make a mistake costing us £1200 extra by amending my holiday without my consent and then lying about it, I even escalated my complaint to the highest to be told that it was my word against the advisors they even told me that they were not able to view cctv as the branch does not have cctv when clearly it does there are 3 cameras based in the shop, absolutely shocking customer service but hey ho another disgruntled customer and hays get away with it again never ever will I be using hays ever again and experience is a valuable peace of marketing.”
“I and my dad booked a f1 package to the Italian grandprix for my 40th birthday with hays travel the flight out was fine and the hotel we stayed at for 5 days was lovely but that's were good stuff ends.Hays didn't tell us that hotel was on industrial park or that it was 25 minutes from the center of Milan we told 2 day before we flew that we weren't get a transfer from the airport to the hotel.Also there was no holiday rep at the hotel or at race circuit but we were told be the staff hays travel that would a rep at the circuit be we had no way of contacting them.Also we we were told that there would be no race shuttle from hotel to circuit for the 3 day's me and my dad were at the circuit which was friday,saturday and sunday which we had all reddy paid for though hay's travel.We were told we could for the 3 day's we taxi's
for 3 days we were at the circuit we tryed this on the friday it was ok getting there but getting back was a lot more difficult we had no idear we the taxi pick up point's
were located we had to ask staff working at the track because there was no rep at the circuit unfortunately the staff at the circuit could not help but we manage to find one by pure luck just on one of the streets.After this we decieded to give the next 2 days at the circuit a miss which is shame because that what we came for 4 thousand pounds i don't this shows a good quality service from hays travel this why i will no be using them again”
“Terrible company, choose another as Hays don’t care.
They say customer service is at the heart of what they do, it means they lie as well!
Lots of great travel companies out there and Hays aren’t one of them.”
“Rated 1 out of 5 stars
do not take the free upgrade option…
do not take the free upgrade option when booking a cruise with this company.my wife and i booked our dream cruise through Hayes for a p&o cruise ,the day before we are due to leave we get an email saying that you have been upgraded to a better cabin, what a joke !!.
its the worst cabin on the ship that they could not sell so upgrade for free and sell your cabin to someone else . when we said we did not want it they said you have to keep it as the old one has be sold .
my wife suffers for mental heath issues , THIS HAS REALLY SPOILED OUR HOILDAY BEFORE IT STARTS .
DO NOT BOOK WITH HAYES TRAVEL.”
“Paid deposit of £790 , due to circumstanes had to cancel less than 48hrs and was told they would not refund the deposit , most places its 14 days refund , how ever the holiday was £20,000.all they were concerned about was transfer the holiday to another.
we have a holiday booked with them for a cruise in September 2024 which is paid for
disappointed is the word will not be doing business again.
what away to look after your customers.”
“Over inflating price of Mercury Travel's Grand Tour of South America. Booked direct with Mercury but Hays conned us out of our £500 deposit! We also paid for currency buy back at issue rate and found some extra currency after unpacking...Hays refused to exchange the currency at the original rate as you only have one chance and that's it! What a money grabbing company! Avoid!
Hays' cost £12,291 verses Mercury £10,598...a Hays' con of £1,693. Be warned!”
“What a shame, all staff so friendly and nice when your in booking your holiday.
When there is a problem, they really don't want to know and we was lied to our faces by Ellen once we was back off Holiday.
On the Hays website it said if your dissatisfied with your travel experience they offer a no quibble refund guarantee, went into store about this Ellen said I've never heard of that and other staff members shaking there head. it was literally on the main screen on Hays website, yet nobody knew about it or the company they work for.
due to being lied to our faces we would never step foot in that store or book with Hays again.
feel free to contact myself if anyone has had a complaint pre April 2024 as I have the screenshots that proves what was on there website at the time our holiday was booked.”
“We booked a holiday in September 23 for May 24. Our holiday had to be cancelled as our dog needed emergency surgery within 2 weeks of our departure. We were not able to change the date. Friends said they would go and paid to transfer the names so they could go. We were just happy that it wasn't going to be wasted.
We needed proof we could not proceed with the holiday for our dog insurance but Hays were unable to do this. We got a scrappy piece of paper from the Doxford Park branch (not on headed notepaper) stating we changed the name of the booking. Unfortunately the insurance company would not accept this as it looked like a 5 year old had written it. Hays travel do not have headed notepaper.
Hays customer services were not much help either. They said we had gifted the holiday so it was not cancelled.
We have now lost our holiday, the money for it as we did not pay with a credit card and the travel insurance does not cover us for cancelling because of a pet.
I would not recommend Hays travel to anyone.”
“I've paid over 4 grand for a holiday for me and my husband 40th wedding anniversary but when I went to order my money there was not enough so I asked them to order it in I asked for my
Paper work as I did not get any while booking and the boarding passers they told me they would do it later and phone me if there was a problem when I got home about an hour after I got a phone call saying I had to download an app to book on my cruise only for 4 days as we r doing bali n Singapore which is 7 days before I travel why did they not tell me this when I booked when I put the app on my phone and checked in you could do this 30 days before you go so all the trips have only got 1 place or are sold out you also have to book your restrauts so we will still enjoy ourselves but we can not do what we had planned and wanted to do I will never book with them again”
“So we changed our holiday money from pounds to euros on the 27 th of February 2024.
We had around 300 euros to change back to sterling pound.
I called in to our local branch at front street chester le street this morning on tuesday the12th of march.
I was then told by the staff that they were out of pounds sterling and I would have to call back in 2 days time as they didn't have any money in the till to exchange back to the pound£.
Really ...are hays so desperate to hang on to our few hundred pounds..a terrible company..i wont be going back on 2 days time..
I would rather lose out on a couple of quid than deal with these charlatans again.
If I could I would Give 0 stars..a total waste of time...beware you have been warned.”
“I wrote a letter of complaint, and after one month they never replied, never book with them once they have your money you are history, so never again you have been warned. Keeping you updated after booking a holiday is up to you to chase, the staff will lie, just rubbish !!”
