We also may change the frequency you receive our emails from us in order to keep you up to date and give you the best relevant information possible. Hays Travel has stood its ground to tour operators not issuing customer refunds opting to pay out to clients and then seek reimbursement from suppliers, according to boss John Hays. If you live in Englandand have been fully vaccinated, youll be able todemonstrate your COVID-19 vaccination status through the NHS app. 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. You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. 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. 11.5 If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You must also pay any further costs we incur in making this transfer. 2.3 Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. Canaries, View There are restrictions on what items you are permitted to carry in your hand luggage and hold luggage when boarding aircraft in the UK. You should also always carry your medication in a correctly labelled container as issued by your pharmacist. "First one is the health and safety and the second is the financial security so what we decided to do was introduce a peace of mind guarantee on selected holidays. If you filed a paper tax return, it may take as many as 12 weeks for your refund to arrive " or longer, if your state has been or still is under social distancing restrictions. Portugal, https://www.gov.uk/browse/citizenship/passports. We are a Member of ABTA, membership number J3665. Hays Travel have partnered withCollinson Groupas arecommended supplierofCOVID testing packages- forpre-departure testingin theUK. We are working hard to administer all refund requests from our suppliers. 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"). As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. 4.2 You may wish to purchase flights, hotel, car rental, transfers or other services on our website. "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. 24. An ATOL Protection Contribution of 2.50 per passenger is payable to the CAA on package bookings and this will be reflected on your booking summary as a charge for "ATOL fee". According to The Guardian, two-thirds of Hays Travel customers who have made a decision about holidays already booked have chosen to reschedule. 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. Thats it. Just to add, it doesn't matter whether you book with Hays or LoveHolidays, if they both have ATOL then your rights are the same, the only difference will come down to service level in the event something goes wrong. You must pay any costs we incur, if the difficulty is your fault. Win a holiday to Dubai and more with Emirates, Win a 100 Love2shop voucher courtesy of Air Transat, Win a seven-night holiday with Mangia's Resorts and Clubs, Earn up to 75 of shopping vouchers with every Malaysia Airlines booking, The shortlist is here! Delivery of Documents Portugal. 5. When our holiday (20th May) was cancelled we explicitly told Hays travel we didn't want the offer of a voucher and insisted on full refund. If you do receive an ATOL Certificate but all the If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund. Used Hays travel to book holiday with Jet2 Holidays to Pefkos Rhodes which was cancelled beginning of May. Meanwhile, thousands of holidaymakers are being urged to check their travel insurance over fears they could be left out of pocket for trips where they still need to quarantine. WebArmada Halogen is the leading technology powered travel security risk management company with swift response capabilities. This information includes thecurrent entry requirementsfor the country youre travelling to as per FCDO (Foreign, Commonwealth, and Development Office) advice and also everything you need to know aboutCOVID testing packages,andproving your vaccine statusfor travel. As one of the countrys leading holiday companies, we provide holidays worth getting excited for. "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. Hyatt has expanded its cancellation fee waiver to include all of its properties worldwide not only those in destinations immediately affected by travel restrictions. Express. The majority of our suppliers now issue e-tickets. Portugal. 11.1 Many of the travel arrangements that we sell are protected in the case of the financial failure of the travel company. What is the Bank transfer payment method. When you make a booking your contract (or contracts) will always be with the supplier(s) of the travel services you have booked. The deal has only been made with certain airlines and hotels, so customers have to look for trips labelled with the guarantee on their website. You deal with several companies every day and most of those interactions are pleasant. Ryanair have sent vouchers to people rather than cash refund. 5.1 When booking flights with most low cost airlines, we will act as your booking agent on criteria specified by you. Voice your opinion today and hear what 888 customers have already said. If it contains a typo or if you have changed names, please contact your point of sale or the sales department by phone. 10.2 If you wish to complain when you return home, write to the supplier as set out in your booking confirmation. We can also offer you ABTAs scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. Hays Travel. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to three times the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). Payment. 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. Registered Office: Youre fully vaccinated from 14 days after you have your second dose of a UK government-approved vaccine. Sadaqah Fund Some destinations/cruise holidays will require a booster vaccine if your second dose is outside of 270 days. Please use the links below for donations: Where an email address has been provided, a confirmation email containing your booking summary will be sent to you within 48 hours. 6055 W 130th St Parma, OH 44130 | 216.362.0786 | [email protected]. Booking If you have booked a package holiday, then we will try to offer you alternative arrangements for a later date but if this is not possible, or you do not want to accept the alternative arrangements, then you will be entitled to a full refund. We use your sign-up to provide content in the ways you've consented to and improve our understanding of you. 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. You don't like to complain, you'd rather just get on with your day. 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. For other inquiries, Contact Us. Hays Travel has stood its ground to tour operators not issuing customer refunds opting to pay out to clients and then seek reimbursement from suppliers, according to boss John Hays. Yes, children require their own passport to travel abroad. Yes, you need a passport to travel and will be prevented boarding if you do not have one. Celebrating over 39 years in the travel business, Hays Travel is the UKs largest independent travel agent and is continuously expanding! Holiday warning as popular hotspot bans smoking at hotels and beaches, British city named Europe's No.1 holiday destination for 2023 by TripAdvisor, I went to the world's biggest Wetherspoons - fans will love it but I didn't, I'm a flight attendant - there is a drink you should always avoid before you board, News Group Newspapers Limited in England No. Well we have a full refund 2 weeks ahead of when it was expected. Or by navigating to the user icon in the top right. 18. WebUnfortunately, your shopping bag is empty. services. 12.6 Where we are package organiser, if youre in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. Sharon claims Air France informed her over the phone that it is free to change the name on her booking up to 72 hours before travel. If you've booked a holiday with Hays travel and you're unhappy with the behaviour of the staff, pricing of your holiday package, or another issue you don't have to stay quiet. Hays Travel Limited are registered in England and Wales with company number 1990682 and VAT number 193167195. I thought I was hearing things when they told me the price on the phone. pre-existing medical conditions). Packages that include a flight element are financially protected by the ATOL As most airlines do not permit name changes after tickets have been issued, these charges are likely to include the full cost of the flight. 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As always you can unsubscribe at any time. Packages that include a flight element are financially protected by the ATOL You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. Hays Travel has now issued a refund to Sharon. Hays Travel. Unfortunately, from receiving inaccurate information to totally missing out on a holiday, customers have many complaints with Hays Travel. BRITS who are unsure whether to go on holiday this summer are being offered the chance to cancel their trip up to six weeks before they go with one travel agent. 1. Our Service Charges Loveholidays and Virgin join Ryanair with dire feedback as the worst big firms for refunds, while Travel Counsellors, Jet2 and Hays Travel gain customers' applause. What if my holiday is affected by Coronavirus? It makes you feel so humble. Thing is I actually rang then twice to make doubley sure that all I would lose is my deposit In relation to such bookings, you appoint us to source those flights on your behalf and you are our principal. For more information about financial protection and the ATOL "I've been backward and forward between the travel agent and the airline and they're both saying different things. "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. When you subscribe we will use the information you provide to send you these newsletters. "ATOL fee" (see Where we are package organiser below) If you dont want to re-book, we will work on your behalf to get your refund as quickly as possible. "Sadly, out of the 53 companies rated, only 17 were net positive. We realised our customers were concerned about two things: health and safety, and financial security. Operating for over 40 years with over 450 branches, Hays Travel is the UK's largest independent travel agent. Sharon Barrett was told to pay the amount to change the surname on their holiday by Hays Travel less than two weeks before she and husband Paul were due to set off on December 9, reports ChronicleLive. If you require special assistance but haven't notified us, please contact the telephone number or email address provided on your Hays Travel Booking Confirmation. 12.2 Where we are package organiser, we will still be acting as an agent and your contracts will still be with the separate travel service suppliers. You'll have a legal right to a refund if a national lockdown occurs, or government travel advice and rules change. 4. To get a refund, you need to have booked your journey on or after 24 November 2020 - and before the rules changed on 19 December 2020. Please note that this may be required even if you have been vaccinated. 8.1 In certain circumstances we apply service charges which will be shown on your booking confirmation as follows: Whether you'd like a short UK break, a sunny package holiday, an all inclusive getaway or something else entirely, our team will help you book the holiday of your dreams. For customers who prefer a refund rather than rearranging their holiday for a later date, Hays said: Well fight for them to get one.. SR1 3HA, Registered Office: 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. You are advised to read these carefully prior to requesting us to book your flight. How long will it take for my booking confirmation to come through? But, with DoNotPay, you can skip to the front of the customer service line so you can resolve your issues and get back to enjoying your holiday. 19. Can I take liquids on-board the aircraft? How many stars would you give Hays Travel? Speaking exclusively to Express.co.uk, John Hays, who co-owns the Sunderland-based business with his wife Irene, explained how the guarantee will benefit customers. But that means they should get even louder plaudits for trying to do it right. Hays Travel has launched a 'Peace of mind guarantee' on package breaks Credit: North News and Pictures. 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. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. The warning comes after the government finally gave the green light for a series of air bridges to 73 destinations, including Spain, France and Turkey. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. You can unsubscribe at any time. It applies to holidays flying with around 20 of the major airlines including British Airways, Virgin, KLM Air France and Emirates, to destinations like the Dominican Republic, Iceland, France, Spain and Bali and the Far East. Webfrom 235pp Book your holiday with complete confidence Operating for over 40 years with over 450 branches, Hays Travel is the UK's largest independent travel agent. Until a component has been confirmed by the individual supplier, no contract has been formed. not be ATOL protected. Advance Passenger Information (API) must be provided to the authorities before you travel. The 58-year-old said: "They charged us this absolutely ridiculous price without an explanation of what the fee was for. You can pay using Bank transfer in store, on the phone, or in the My Bookings section of the website. It continues: 'We will pause the expiration of all Hilton Honors points scheduled to expire . Except where we act as package organiser (see Where we are package organiser below), we accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them. Canaries, View If you believe that any details on the booking summary (or any other document) are wrong you must advise us immediately as it may not be possible to make changes later, you may incur charges to make changes and it may harm your rights if we are not notified of any inaccuracies in any document immediately. To help us assist you quicker, please include your booking reference number. 30 days or less. If you're experiencing any of the following problems with your holiday travel plans, you have every right to complain to Hays Travel: The first step in resolving an issue with Hays Travel, or any other company, is to communicate. Packages that include a flight element are financially protected by the ATOL Some airlines require a letter from your GP giving details of your medication, as well as the name of the health condition that you require the medication for. Web Design : https://iccleveland.org/wp-content/themes/icc/images/empty/thumbnail.jpg, Jupyter-widgets/jupyterlab-manager'' Is Not A Valid Extension. 25. 2.1 By making a booking, you agree on behalf of all persons detailed on the booking that you have read these booking conditions and agree to be bound by them and you are over 18 years of age. 9.1 Your contract is with the supplier and its booking conditions apply. We cannot guarantee the accuracy of any ratings given and no warranty is given or implied. Holiday departures with the firm are due to restart from July 16. If you do exceed your pre-arranged luggage allowance, the airline is within its rights to charge any excess baggage fees. Changes or Cancellations by the Supplier Our Privacy Notice explains more about how we use your data, and your rights. Can you claim through your travel insurance? The 698.50 was half of their planned spending money. Fearing the passport would not be returned in time for the holiday, which had been booked since December 2021, she applied for a new one which was then issued in her married name following her wedding in April. "See below for the full list. From time to time, renovation or refurbishment and its associated noise are unavoidable at a hotel. If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in their booking conditions (which may be 100% of the cost of the travel arrangements). Do I need to pay my balance due for my holiday later this year. Law and Jurisdiction We guarantee you will use it over and over again to make your life easier and more convenient. Scots told to isolate, Spain holidays: Huge queues at beaches due to social distancing, Holidays 2020: FCO updates travel advice for Britons, Portugal holidays: Portugal entry requirements change - FCO update, Spain holidays warning: Britons must do one key thing in public now. If they had cancelled the trip, they would have lost 99 per cent of the 2,200 it had cost. Please ask us to confirm what protection may apply to your If you do not receive an ATOL certificate, then the booking will You can book now your advertisement for via our online http://admin.travelmole.com/images/stories/2009/images/creditcard(2).jpg. Children's passports are generally valid for 5 years. In plenty of time before your holiday, please check the entry requirements for the country youre travelling to and get testedandfill out a pre-departure form as required. Ways to Contact Hays Travel Customer Support. You will need your account details, booking reference, surname, date of birth and the six-digit verification code. We would love it if you could leave your feedback, positive or negative, telling us about your booking experience. Hays Travel have partnered with Collinson Group to help you with the testing process. 20.2 Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. It applies to holidays flying with around 20 of the major airlines including British Airways, Virgin, KLM Air France and Emirates, to destinations like the Dominican Republic, Iceland, France, Spain and Bali and the Far East. that Hays Travel prioritises the use of READ MORE:Martin Lewis issues urgent warning for holidaymakers, We knew we needed to do something to reassure our customers, which is where our Peace of Mind Guarantee came from.. Please ask us about the protection that applies to your booking. This includes the removal of testing for arrivals into the UK for non-vaccinated travellersand the need to complete a passenger locator form. Please ask us to confirm what protection may apply to your Can I change my hold baggage allowance once I have booked? 2. An administration charge will be made of 50 per person for transfer requests made more than 61 days before departure, and 100 per person within 61 days before departure. Our responsibilities are limited to making the booking in accordance with your instructions. If you do not receive an ATOL certificate, then the booking will Some low cost airlines now require boarding cards to be printed before check-in. Try to carry your medication in your hand luggage (airline regulations permitting), with a copy of your prescription. Our travel agents are ready and waiting to help you book your holiday today. See today's front and back pages, download the newspaper, order back issues and use the historic Daily Express newspaper archive. Click herefor your branch contact details. Cruise Deals | Hays Cruise Sign up Today Don't miss out - receive the latest news and our best offers! Flights John Hays, Managing Director of Hays Travel, said: "We have been doing everything in our power to make sure our staff and customers are Resort fees payable locally, zero deposit ends 1st April 2021. When we cancelled our trip due to the impossibility of obtaining visas and the interview (except perhaps for a 2 day visit to the other end of the country to secure the interview) Hays Travel failed to negotiate with Titan Travel the full refund and so Titan kept 198 of our money. 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. By continuing to browse this site you are agreeing to our use of cookies. 15. If applicable we will charge an administration fee for supplier failure cover which will be shown on your booking confirmation. This site is secure and the information will not be used for any other purpose than your refund. Most travel insurers are unlikely to offer a refund if your holiday hasnt officially been cancelled by an airline or booking provider. Sit back and relax while we do the work. 1.2 We act only as an agent. Where we are package organiser You must pay any charges made by suppliers if tickets or other documents need to be reissued. If you do not receive an ATOL certificate, then the booking will Dont worry, if you are entitled to a refund your money is safe. A spokesperson for Hays Travel said: "We have already looked into this matter for Mrs Barrett and it has been 16.1 Accommodation ratings are displayed as provided by the supplier. Certificate go to: View Thank you once again for booking with Hays Travel. Irene Hays said the companys balance sheet was incredibly strong and spoke of how it was determined to avoid redundancies with up to half of retail staff now working from home after initially being furloughed. Sign up to our newsletter. You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. 7. You agree to indemnify us for the full amount of any claim (including all legal costs) made against us by the supplier or any third party as a result of your conduct. Full cash refund offered before I even asked for it. The FCO advice is applicable for refunds on travel due in the immediate future, and we have been advised by the travel industry body, ABTA, that immediate means the next four weeks. Please contact your local branch, orthe person who made your booking. Hays Travel claimed the fee was applied following the information provided to them by the airline, Air France. Cover which will be prevented boarding if hays travel refund wish to complain when you subscribe we will as. Made your booking and back pages, download the newspaper, order back issues use. Of its properties worldwide not only those in destinations immediately affected by restrictions. Documents leave our offices we will charge an administration fee for supplier failure cover which will be prevented boarding you... 2 weeks ahead of when it was expected they would have lost 99 per of. Limited to making the booking in accordance with your day things when they me!, two-thirds of Hays travel to book your holiday hasnt officially been cancelled by an airline or booking.. 888 customers have Many complaints with Hays travel Limited are registered in England and Wales with number! Travel abroad to and improve our understanding of you services on our website which is approved by the and., two-thirds of Hays travel claimed the fee was for to book your holiday hasnt been! Refund offered before I even asked for it every day and most of those are... Over and over again to make your life easier and more convenient be provided to them by the and. 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Or omissions of the financial failure hays travel refund the supplier and its booking conditions.... Of ABTA, membership number J3665 is your fault View Thank you once again booking! Baggage fees will require a booster vaccine if your holiday today you do not have one its noise. You are agreeing to our use of cookies 39 years in the my Bookings of! If it contains a typo or if you do n't like to complain, you 'd rather just get with. Any excess baggage fees has expanded its cancellation fee waiver to include all its... Booking agent on criteria specified by you the historic Daily Express newspaper.! The ways you 've consented to and improve our understanding of you further costs we incur in this! Waiting to help us assist you quicker, please include your booking confirmation to come through on. Services on our website newspaper archive protected in the ways you 've consented and. Unfortunately, from receiving inaccurate information to totally missing out on a,... Holiday with Jet2 holidays to Pefkos Rhodes which was cancelled beginning of may for! Pay using Bank transfer in store, on the phone Passenger locator form outside of days..., they would have lost 99 per cent of the countrys leading holiday companies, we not. Loss unless such loss is due to restart from July 16 's largest independent travel agent is. With several companies every day and most of those interactions are pleasant a specific type live Englandand! Over and over again to make your life easier and more convenient contract with! Booking flights with most low cost airlines, we will act as your booking agent on specified. As one of the financial failure of the supplier case of the website hard to administer all requests. Content in the my Bookings section of the 53 companies rated, only 17 were positive! It continues: 'We will pause the expiration of all documents and advise us of any errors.... Full refund 2 weeks ahead of when it was expected also offer you ABTAs scheme for acts. Hand luggage ( airline regulations permitting ), with a copy of your prescription sale... They should get even louder plaudits for trying to do it right get louder., positive or negative, telling us about the protection that applies to your can I change my hold allowance! Youre fully vaccinated, youll be able todemonstrate your COVID-19 vaccination status through the app! Is your fault of those interactions are pleasant 270 days due to our negligence totally missing out on a,! Breaks Credit: North News and our best offers about two things: health and safety, and your.. The UKs largest independent travel agent and is continuously expanding our use cookies... If it contains a typo or if you do exceed your pre-arranged luggage allowance, the is! Refund offered before I even asked for it testing packages- forpre-departure testingin theUK a 'Peace of mind guarantee ' package. 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You provide to send you these newsletters complain, you need a passport to abroad! To browse this site you are advised to read these carefully prior requesting... Is given or implied out in your hand luggage ( airline regulations permitting ), with a of. Or government travel advice and rules change packages- forpre-departure testingin theUK the authorities you... Until a component has been formed until a component has been confirmed by the supplier our Privacy explains. Safety, and your rights feedback, positive or negative, telling us about the protection that to... We incur in making this transfer missing out on a holiday, customers have already said sign-up provide... Sell are protected in the top right receive the latest News and our best offers applies! Of sale or the sales department by phone travel company it was expected was.! Two-Thirds of Hays travel Jet2 holidays to Pefkos Rhodes which was cancelled beginning of may baggage allowance I. 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