Our travel agents are ready and waiting to help you book your holiday today. Go to the shop Go to the shop. The majority of airlines will allow you to increase the amount of luggage you wish to take for an additional fee. We are negotiating with them to try to speed things up for you. 5.2 Charter flights: When you book your charter flight through us, we act as agent for the charter flight provider who holds an ATOL. 5. To help us assist you quicker, please include your booking reference number. Packages that include a flight element are financially protected by the ATOL scheme. Certificate go to: View Canaries, View If the government advises against travel at the time youre due to travel, your money is protected and you will be able to consider your options about rebooking or having a refund. booking. If the tour operator isnt willing or able, were giving it [refund to the customer] and then trying to get it back, he told The Guardian. parts of your trip are not listed on it, those parts will not be ATOL Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. If you have any further questions after reading these booking conditions then please contact our customer services team who will be happy to help you. Typically, airlines and travel agencies will have your payment details on file if youve made a booking, and will process any refund to the method of payment you originally paid with. READ: Police descend on Hanley Tesco as 'large section' of car park taped off, "I paid it just so I could go on holiday and I didn't lose the money I had already paid but obviously I'm skint now. "People aren't just judging on whether firms failed to give a refund - though that plays a big part. 15. Used Hays travel to book holiday with Jet2 Holidays to Pefkos Rhodes which was cancelled beginning of May. Neither we nor the supplier accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please ask us for copies of these if you do not have them. With DoNotPay, you can also address other complaints such as: After you select the product that best addresses your issue , all you need to do is key in all the required details, and let DoNotPay handle your complaint. booking. Travel Counsellors has topped a list of the best travel companies for cancellation refunds, compiled by MoneySavingExpert.com.Hays Travel has been named second best, while Jet2 Holidays has also scored well.MoneySavingExpert received more than 27,000 responses between May 1 and 11 for the survey.Respondents were asked for their rating, feedback and experiences of dealing with companies due to problems arising from coronavirus. If you find yourself struggling to get the assistance you need from Hays, you may want to ramp up your efforts. Something went wrong, please try again later. Full cash refund offered before I even asked for it. In fact, Hays Travel, like most companies, provides avenues for customers to file complaints and request additional assistance. West Green Road Hair Shop, However, as package organiser we will be responsible for the performance of the travel services included in your package, irrespective of whether those services are to be performed other travel service providers (our suppliers). One Hays Travel customer said: "Hays Travel was fantastic. parts of your trip are not listed on it, those parts will not be ATOL WebHays Travel Ltd cannot accept responsibility for incomplete or inaccurate information and no refunds will be issued if you are unable to travel as a consequence of this. Book your holiday with one of our expert travel agents today. Hays Travel, which took over Thomas Cook late last year, have launched their peace of mind deal where customers will receive a 100% refund on selected We have helped over 300,000 people with their problems. 9.1 Your contract is with the supplier and its booking conditions apply. Youre fully vaccinated from 14 days after you have your second dose of a UK government-approved vaccine. Its just impossible to give the level of service that we wanted to do but our staff have been working in the eye of the storm, from 7am until late, sometimes seven days week. "However we picked this up again on behalf of Mrs Barrett and, as ultimately the airline did not apply the charge, we have been able to fully refund the fee to Mrs Barrett. Information relating to your booking will be sent to you within 48 hours of the booking being made. According to the company, the policy - which is only on new bookings - will give you 100 per cent of your money back if you change your mind about a trip, up to six weeks before you are due to depart. "Service Charge" a charge for the booking agency services we provide to you. If the airline you are travelling with is uses e-tickets, you will be sent the required information via email within 24 hours of making your booking. Please ensure that the names given are the same as in the relevant passport. If you do not receive an ATOL certificate, then the booking will "But then they rang me and said I would have to pay 698.50 or you'll lose 99% of your holiday so I had no choice but to pay it. services. 12.7 Where we are package organiser, you can contact us to complain about any lack of conformity perceived during the performance of the package or to request assistance if you are in difficulty through our Customer Relations department on 0333 033 6890 or customer.relations@hays-travel.co.uk. Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable. According to the company, the policy - which is only on new bookings - will give you 100 per cent of your money back if you change your mind about a trip, up to six weeks before you are due to depart. All documents (e.g. 7. services. The Sun website is regulated by the Independent Press Standards Organisation (IPSO), Our journalists strive for accuracy but on occasion we make mistakes. This protects you by insuring us against the costs of refunding or replacing your booking if a supplier fails. According to the company, the policy - which is only on new bookings - will give you 100 per cent of your money back if you change your mind about a trip, up to Registered Office: Gilbridge House, Keel Square. Delivery of Documents John Hays described the battle of Hays Travels team to service customers amid the crisis as like a tsunami coming at us. But that means they should get even louder plaudits for trying to do it right. We will not make any charge for changes to documents, but you will have to pay any charges made by suppliers. 12.3 We provide security for flight-inclusive packages where we are the organiser through our Air Travel Organisers Licence number 5534 issued by the CAA of 45-59 Kingsway, London WC2B 6TE (www.caa.co.uk). But three days later she received a call from the travel agent requesting an additional 698.50 fee to change the surname on her holiday, totalling almost 50% of the 1,400 the couple had budgeted for spending money. 11.2 When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. Hays made headlines last year when it took on a number of Thomas Cook shops, saving hundreds of jobs, after the firm went into administration. There are times, however, when you just can't stay silent and you must speak up. Hotel & Travel Accommodation. 7.1 We will inform you of any changes or cancellations as soon as reasonably possible. 1.2 We act only as an agent. 13. Insurance "MoneySavingExpert.com will be compiling a full, detailed report of travel firm behaviour, with both the ratings and people's experiences, and sending the findings to the Government's Departmentfor Business, Energy and Industrial Strategy, as well as the Competition and Markets Authority.Martin Lewis, founder of MoneySavingExpert.com, said:"This is a tough time for the travel industry. If we cant resolve your complaint, go to www.abta.com to use ABTAs simple procedure. 3.1 You will be required to pay a deposit or make full payment for your booking at the time of booking. Low cost airlines do not offer this facility, however, many will offer a pay-on-board trolley service during your flight. Police descend on Hanley Tesco as 'large section' of car park taped off, Botched markings to be repainted before 43m road opens next week. Hays Travel has agreed a deal to operate all 555 Thomas Cook stores in the UK, saying its expansion could lead to 2,500 jobs being saved. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Booking conditions. Balances for holidays which are not currently cancelled are still due to be paid, or you could lose your deposit and pay charges according to the booking conditions. If you do receive an ATOL Certificate but all the Our obligations to you may vary depending upon which arrangements you book with us, and we set them out clearly below. 100m to 500m. ", Her husband and co-owner John Hays added: We're fairly sizeable and we negotiated with selected airlines, quite a lot of the big airlines, to work with us to offer this guarantee.". Two months ago things were going fantastically but its not anybodys fault and in these circumstances, all you can do is make the best of it.. Booking included Ryanair flights, so I had expected a problem. Unless we act as package organiser (see Where we are package organiser below), as agent, we accept no responsibility for the actual provision of the travel services. We recognise the urgency of the situation and financial distress that customers may be experiencing. "What that means is our customers can have a no-quibble guarantee of 100 percent of whatever they have paid back, if they would like to cancel completely or if they would like to change the date. WebWe at Hays Travel will do everything in our power to ensure that this is paid as quickly as possible. If you live in Northern Irelandand have been fully vaccinated, visit theNI Direct websitetofind out how to get proof of your vaccination status. By continuing to browse this site you are agreeing to our use of cookies. From time to time, renovation or refurbishment and its associated noise are unavoidable at a hotel. This site is secure and the information will not be used for any other purpose than your refund. A few examples of issues this amazing product can handle include: Visit DoNotPaytoday to learn more about this incredible new way to manage your life. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). WebWelcome to Hays Travel Learning and Development HUB. For more information about financial protection and the ATOL Zakat ul Fitr. We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information. "ATOL fee" (see Where we are package organiser below) Click herefor your branch contact details. If your cover does not meet your requirements, please contact your local Hays Travel branch within 14 days of receiving your insurance confirmation and return all Accommodation Ratings and Standards Tyne and Wear, Final Travel Arrangements 14. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. However, on occasion, things don't go so well. Where we are package organiser Portugal. Will I get a refund? Even if some firms are being slow to refund customers though, your right to a refund is clear: With most cancelled flights, you're due a full refund within seven days. Booking This required information includes your passport details and your contact information. Jupyter-widgets/jupyterlab-manager'' Is Not A Valid Extension, However, this voucher policy is not in compliance with European legislation. If we are notified of such works we will inform you before you make your booking or within a reasonable time of us being notified. 21. Co-owner Irene Hays told This Morning: "There are two things our customers are concerned about. "Administration Fee for Supplier Failure Cover" (see Your Financial Protection below) For most bookings we act as agent for the supplier but we act as your agent when making a booking with most no frills airlines. The latest FCO travel advice can be found here: https://www.gov.uk/guidance/travel-advice-novel-coronavirus. Please ask us to confirm what protection may apply to your Tyne and Wear, SR1 3NA. Registered Office: Gilbridge House, Keel Square. 1.1 These booking conditions, together with our privacy notice and any other written information we brought to your attention before we confirmed your booking, apply to your booking with Hays Travel Ltd of Gilbridge House, High St West, Sunderland SR1 3LH ("we" or "us"). The booking conditions below apply to holidays sold by Hays Tour Operating Limited under its trading names Hays Faraway/Hays Cruise/Hays Ski. Residents spotted that the markings on the new Etruria Valley link road were incorrect. We are committed to respecting your privacy and protecting your personal information. 11.1 Many of the travel arrangements that we sell are protected in the case of the financial failure of the travel company. We realised our customers were concerned about two things: health and safety, and financial security. Refund Request Please note that you will need the six-character verification code we sent by email or text message. This includes the removal of testing for arrivals into the UK for non-vaccinated travellersand the need to complete a passenger locator form. The 58-year-old said: "They charged us this absolutely ridiculous price without an explanation of what the fee was for. 11.3 Please note that ATOL protection is not available for flights with low-cost carriers or where your payment is made direct to airlines unless they are part of a package (see Where we are package organiser below). Yes, you need a passport to travel and will be prevented boarding if you do not have one. 24. There are currently no COVID-19 travel restrictions in place for re-entry into the UK. On certain new bookings you can get our Peace of Mind Guarantee you can amend your booking free of charge, up to 14 days before your departure date. Express. "What that means is our customers can have a no-quibble guarantee of 100 per cent of whatever they have paid back, if they would like to cancel completely or if they would like to change the date. Once received, simply print the documentation, as it is required for you to travel. Hays said the coronaviruss impact on the travel sector was of a totally different magnitude to anything weve ever seen during his 40-year travel career, predicting: Sadly, many good viable businesses will go under., Speaking alongside co-owner Irene Hays, the pair promised to do what we can to protect our staff, protect the business and protect our customers.. What is the Bank transfer payment method. "Sadly, out of the 53 companies rated, only 17 were net positive. When you make a booking your contract (or contracts) will always be with the supplier(s) of the travel services you have booked.