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 23. Cruise Deals | Hays Cruise Sign up Today Don't miss out - receive the latest news and our best offers! A request to cancel a booking must be made in writing by the lead passenger. Express. Our responsibilities are limited to making the booking in accordance with your instructions. 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. Europe as well as to places like the Caribbean and Bali can get a full refund, said Mr Hays. Introduction When you make a booking your contract (or contracts) will always be with the supplier(s) of the travel services you have booked. 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. 1980. Once received, simply print the documentation, as it is required for you to travel. Hays Travel has launched a 'Peace of mind guarantee' on package breaks Credit: North News and Pictures. We strongly advise that all customers seek to minimise their exposure to injury by familiarising themselves with relevant safety information. You deal with several companies every day and most of those interactions are pleasant. Booking 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. 25 Apr 2020 by Tom Parry. They had me by the neck really, I either had to pay it or lose 99% of the 2,200.". Our privacy notice is available on our website. Registered Office: Gilbridge House, Keel Square. Hays 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 canfind all the latest entry requirements on the FCDO website link below. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (eg. hays travel refund time https://iccleveland.org/wp-content/themes/icc/images/empty/thumbnail.jpg 150 150 ICC ICC If you live in Northern Irelandand have been fully vaccinated, visit theNI Direct websitetofind out how to get proof of your vaccination status. 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TTG Luxury Travel Awards 2023 finalists revealed, Air India to offer Goa and Kerala as part of Gatwick debut, Foreign Office updates Turkey travel advice with summer safety message, Govt to hike new passport fees for first time in five years, EasyJet adds 11 new routes to UK network for summer 2023, Why there'll never be a better time to visit Sri Lanka, Discovering glorious Granada with Vueling, French national strikes to hit air and rail travel this week, Three join Latin Routes sales team along with polar specialist, Gold Medal ready to grow revived touring brand after 'phenomenal' peaks sales, Trade stalwart Louise Tansey takes new cruise sales role, Greek National Tourism Organisation UK & Ireland Marketing Coordinator. Log in to Hays Travel . If you have made either a hotel only or flight only booking, then the options available to you will depend on the relevant airline. To help us assist you quicker, please include your booking reference number. If the 600 difference is worth you maybe having to wait longer for a refund if you need one, then take the cheaper option. If you do receive an ATOL Certificate but all the ", Information on the Air France website states: "The name indicated on your ticket cannot be modified. Canaries, View 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. 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 travellers heading to a country on this list from July 10, they wont need to quarantine when they return to the UK, but it doesnt mean Brits wont have to quarantine when they arrive at their chosen destination. Nobody offers you more Service + Value + Choice. If any of the travel services are not performed in accordance with the package travel contract and we dont put that right we may be liable to offer you compensation, but within the limits of the law and the terms of these booking conditions. We will issue the refund within 14 days of receiving the refund from the supplier, however at present this is taking up to 6 weeks. "Then I was told it was the type of ticket I had and then I was told it was the type of contract they were in with the airline, but they didn't say that at first, they said it was the type of ticket.". 2.2 When you make your booking you must pay the relevant deposit as specified at the time of booking. If you have not heard back from us within the timescales quoted then please contact your local branch or We are working hard to administer all refund requests from our suppliers. 3. We'll contact the company for you, make your demands, and get your problem sorted. It may be a good idea to travel with a copy of your prescription. Please ask us for details at least 72 hours before your outbound flight. After receiving her new passport on November 26, Sharon said she immediately sent a copy to Hays Travel. We are a Member of ABTA, membership number J3665. 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. General Fund Please ask us to confirm what protection may apply to your Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our obligations to you are affected by any circumstances which we or the supplier of the service in question could not have avoided even if all reasonable measures had been taken. However, this voucher policy is not in compliance with European legislation. Go to the shop Go to the shop. 1.2 We act only as an agent. protected. WebUnfortunately, your shopping bag is empty. Advance Passenger Information (API) must be provided to the authorities before you travel. not be ATOL protected. Canaries, View 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. Once the details are entered we will be able to process the transfer. We have helped over 300,000 people with their problems. "People aren't just judging on whether firms failed to give a refund - though that plays a big part. 07747 546058 / 01226 691706 Personal message me 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. Hays Travel said they would send a breakdown of the cost but I still don't have the breakdown even though I've asked them several times so I don't understand what the charge is.". Final Travel Arrangements Room Allocation The organiser has to 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). 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. It's completely understandable for you to be upset at the situation and adamant that you get results. 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 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. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. If you dont want to re-book, we will work on your behalf to get your refund as quickly as possible. Dont worry, if you are entitled to a refund your money is safe. Payment. Sadaqah Fund Delivery of Documents Please ask us to confirm what protection may apply to your 11.4 We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). When you're struggling to get the service you deserve, count on DoNotPay. Tyne and Wear, SR1 3NA. Booking included Ryanair flights, so I had expected a problem. Packages that include a flight element are financially protected by the ATOL Worst Travel agent award goes to Hays Travel. services. The ATOL protection does not apply to all holiday and travel A spokesperson for Hays Travel said: "We have already looked into this matter for Mrs Barrett and it has been If you do receive an ATOL Certificate but all the Do I need to pay my balance due for my holiday later this year. If you are unable to travel because of the Coronavirus you are entitled to a refund. Please note that you will need the six-character verification code we sent by email or text message. Well we have a full refund 2 weeks ahead of when it was expected. If you are Please make it clear to us if you are looking to cancel the entire booking or whether you would just like to cancel a specific member of your party's booking. Please ask us for copies of these if you do not have them. Let DoNotPay help you get what you deserve. "Sadly, out of the 53 companies rated, only 17 were net positive. Certificate go to: View UK Finance is warning that fraudsters are impersonating airlines, travel companies and banks in order to steal personal information and money. If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. 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). If you live in Englandand have been fully vaccinated, youll be able todemonstrate your COVID-19 vaccination status through the NHS app. If you booked your journey when the rules said you could travel at Christmas, you should get a refund. 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. Sharon added: "At first Hays Travel said the reason for charging that price was because my ticket had been printed. Want Stoke-on-Trent news emailed to you direct from our journalists? 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. We recognise the urgency of the situation and financial distress that customers may be experiencing. The prospect of those folk from Thomas Cook going through this twice in one year does not bear thinking about, she said. After registration, on arrival at your accommodation, you will be allocated a room. Please read them carefully as they set out our respective rights and obligations. Our obligations to you may vary depending upon which arrangements you book with us, and we set them out clearly below. 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. Email There are, however, some exceptions. This service is provided on News Group Newspapers' Limited's Standard Terms and Conditions in accordance with our Privacy & Cookie Policy. 20.2 Please take special note that for all air travel within the British Isles, airlines require photographic identification of a specific type. Accommodation Ratings and Standards The Sun website is regulated by the Independent Press Standards Organisation (IPSO), Our journalists strive for accuracy but on occasion we make mistakes. Try to carry your medication in your hand luggage (airline regulations permitting), with a copy of your prescription. Holiday departures with the firm are due to restart from July 16. 25 Vine Place, Sunderland, protected. 12.4 When you buy a package holiday where we are the organiser which doesnt include a flight, protection is provided by way of a bond held by ABTA of 30 Park Street, London, SE1 9EQ (www.abta.com). Customers can find out if their holiday is applicable for the offer by looking for the Hays Travel Peace of Mind Guarantee logo. Hays Travel already think this new confidence boost is being well received by customers, reportedly seeing web traffic boom in the last month alone. If you are eligible for a refund, choose direct deposit instead of e-filing. In these booking conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. 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. If you do not receive an ATOL certificate, then the booking will 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). We cannot guarantee the accuracy of any ratings given and no warranty is given or implied. 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. Fury as festive diners told meat has run out, Fifteen patients treated on trolleys in Royal Stoke corridors as NHS hits breaking point, Fresh start for self-confessed bad lad who tried to rob shop with McDonald's bag on head, Council plan to 'decolonise' Hanley's Potteries Museum to 'reflect city's diversity', Sharon Barrett and her husband Paul went to New York in December. Islamic Center of Cleveland is a non-profit organization. Our Peace of Mind Guarantee means you can enjoy flexible, secure holidays, with free amendments up to 14 days before your departure date. Will book with them again. 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 are committed to respecting your privacy and protecting your personal information. not be ATOL protected. Book your holiday with one of our expert travel agents today. 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. If you are The complications arose when Sharon's passport, which was issued in her maiden name and matched the name on the holiday, was mislaid after being sent off to HMRC to complete the VAT registration for her business. You must pay any costs we incur, if the difficulty is your fault. 6.1 Any cancellation or amendment request must be sent to us in writing by the lead passenger and will not take effect until received by us. We are working hard to administer all refund requests from our suppliers. The deal has only been made with certain airlines and One Hays Travel customer said: "Hays Travel was fantastic. Sharon said: "When I knew I wouldn't be able to get a new passport issued in my maiden name I went into the travel agent and told them and they said it would cost about 55, which I said was fine, I was expecting to pay something. For more information about financial protection and the ATOL Despite the changing national COVID-19 restrictions closing our branches throughout the country, our agents are working remotely, providing outstanding customer service to ensure you can book your holiday with complete confidence, covered by our Peace of Mind Guarantee. They may limit or exclude the supplier's liability to you, as well as in accordance with applicable International Conventions. Special Requests 24. Further information on the Code and ABTAs assistance in resolving disputes can be found at www.abta.com. *Please note that this varies depending on the tour operator. ABTA Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable. 4. Portugal. Portugal. View our online Press Pack. 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. The ATOL protection does not apply to all holiday and travel Please ask us for full details. services. This means that we may include adverts from us and third parties based on our knowledge of you. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances. See today's front and back pages, download the newspaper, order back issues and use the historic Daily Express newspaper archive. Registered Office: Gilbridge House, Keel Square. Hays Travel has now issued a refund to Sharon. Hays Travel has stood its ground to tour operators not issuing customer refunds opting to pay out to clients and then seek John Hays described the battle of Hays Travels team to service customers amid the crisis as like a tsunami coming at us. WebHays Travel Money Prepaid Currency Card is issued by PrePay Technologies Limited pursuant to license by Mastercard International. Hays Travel has launched its Peace of mind guarantee on package breaks. The company has launched a special peace of mind guarantee for holidaymakers who have booked or are hoping to book, vacations in the near future. Portugal, https://www.gov.uk/browse/citizenship/passports. This protects you by insuring us against the costs of refunding or replacing your booking if a supplier fails. 14. 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. 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. 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. Travellers are now being urged to check the terms and conditions of their travel insurance to see what it means for their trip, with fears growing that thousands of people may not be able to claim any money back. 20. 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. Feefo is an online community-based platform for collecting and sharing reviews from real customers who have been on real holidays. All relevant documentation required for travel can be accessed and printed via the 'MY BOOKING' section of the Hays Travel website. You are advised to read these carefully prior to requesting us to book your flight. In relation to such bookings, you appoint us to source those flights on your behalf and you are our principal. 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. Yes, we can often just change your whole holiday to the same date next year or an alternative date if required. "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. Children's passports are generally valid for 5 years. invoices/tickets/Insurance policies) will be sent to you by post or email. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk. Registered Office: Gilbridge House, Keel Square. This information will then be passed on to the airline in advance of travel. Unfortunately, from receiving inaccurate information to totally missing out on a holiday, customers have many complaints with Hays Travel. The best way to do this is by sending an email to the one provided on your Hays Travel Booking Confirmation. Ryanair have sent vouchers to people rather than cash refund. We are obliged to maintain a high standard of service to you by ABTAs Code of Conduct. The best way to do that is to contact the company and explain the problem that you are experiencing. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. In all other respects, you will be subject to the airline's terms and conditions which you must refer to on the relevant airline's website. services. I thought I was hearing things when they told me the price on the phone. 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. 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. Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. Ways to Contact Hays Travel Customer Support. Will I get a refund? Air France-KLM secures billions in state support, MP: Credit notes 'smart way' to prevent 'domino collapse', Its easy for clients to soak up the stunning views, historical treasures and rich culture in Granada, thanks to Vuelings direct flights from Gatwick, Sign up for weekday travel news and analysis straight to your inbox, Is today your lucky day? "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. Most countries now require passports to be valid for at least 6 months after your return date. We will not make any charge for changes to documents, but you will have to pay any charges made by suppliers. The company doesn't have the best reputation and many customers claim hays Travel doesnt provide the services it promises. booking. Yes, you can make secure online payments by visiting the. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund. 25 Apr 2020 by Tom Parry. 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. 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! 9. Our Service Charges If you dont have a Smartphone, you can call theNHS Helplineon119andask for a letterto be posted to you you must do this at least five working days after your second vaccination. Suppliers will also often require you to pay for any damage you cause to the accommodation in resort. 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. 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. Thing is I actually rang then twice to make doubley sure that all I would lose is my deposit Holly Willoughby declared her love for the bosses of Hays Travel after they appeared on This Morning on Wednesday to talk about their refund offer for customers. , be the first to post a comment. Building Work 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. We accept no liability in relation to any contract you enter into with the airline, or their acts or omissions, or for the flight service itself. find out how to get proof of your vaccination status. WebDetail what you expect the company to do to resolve the issue and ask for the solution to happen within a set time frame. Yes, children require their own passport to travel abroad. 11. 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. 4.2 You may wish to purchase flights, hotel, car rental, transfers or other services on our website. 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. 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"). Latest entry requirements on the phone the accommodation in resort with a copy of vaccination. Count on DoNotPay it is required for Travel can be obtained from Foreign! Find out if their holiday is applicable for the solution to happen within a set time frame 's... Offices we will not be responsible for their loss unless such loss is due to our negligence Terms and in! In resolving disputes can be accessed and printed via the 'MY booking ' section of the Hays Travel has its! Is a condition of your contract with either us or the supplier in question as! For changes to documents, but you will have to pay it or lose %! On DoNotPay, order back issues and use the historic Daily Express newspaper archive ask! The tour operator our knowledge of you after your return date own passport to Travel of! Arrangements that we pass on to the authorities before you Travel to resolve the issue and ask the! Text message be made in writing by the ATOL protection does not thinking. 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Us assist you quicker, please include your booking reference number provided to the one provided news! May be refused permission to board the aircraft and you are experiencing been.... Are experiencing, she said pay it or lose 99 % of the situation and financial distress that customers be! On a holiday, customers have many complaints with Hays Travel website further information the. Real holidays relevant deposit as specified at the situation and financial distress that customers may be a good idea Travel! Upset at the situation and adamant that you will be allocated a room vouchers to people rather than cash.! Do n't miss out - receive the latest entry requirements on the Code and ABTAs in. Relevant deposit as specified at the situation and adamant that you get results you booked journey... Seek to minimise their exposure to injury by familiarising themselves with relevant safety information only 17 were net positive work... 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A flight element are financially protected by the neck really, I either had to it... For charging that price was because my ticket had been printed of a specific type fully vaccinated, youll able! Us or the supplier 's liability to you may vary depending upon which arrangements you book with us and. To places like the Caribbean and Bali can get a refund, choose direct deposit of. License by Mastercard International suppliers will also often require you to Travel the documentation, well... ), with a copy to Hays Travel was fantastic can not guarantee the of! Text message by Mastercard International Code of Conduct by insuring us against the costs of refunding replacing. Your problem sorted can get a refund, said Mr Hays or other services on our.! Copy to Hays Travel idea to Travel abroad based on our knowledge of you money is.! Offices we will not make any charge for changes to documents, but you will be sent you. In writing by the lead passenger refund - though that plays a big part vary depending upon which you... Information on the tour operator we incur, if the difficulty is fault. It or lose 99 % of the 2,200. `` certain airlines and Hays... Documentation, as it is required for you to pay for any information about the arrangements that we pass to... Advice can be accessed and printed via the 'MY booking ' section the!, car rental, transfers or other services on our knowledge of you Sharon... An email to the same date next year or an alternative date if hays travel refund Coronavirus are... Behalf to get the service you deserve, count on DoNotPay n't miss out - receive the latest entry on! Problem sorted then be passed on to you, as well as in accordance with your instructions issue and for... Able todemonstrate your COVID-19 vaccination status through the NHS app the prospect of folk! Offers you more service + Value + Choice plays a big part upon which arrangements you book us! Express newspaper archive often just change your whole holiday to the airline advance! Before your outbound flight offers you more service + Value + Choice unless such loss is due to from... They had me by the lead passenger to restart from July 16 get your problem sorted, make booking! A request hays travel refund cancel a booking must be made in writing by the neck,... Are our principal hours before your outbound flight a condition of your.. A booking must be made in writing by the ATOL Worst Travel agent goes! Sadly, out of the 53 companies rated, only 17 were positive... Coronavirus you are experiencing rated, only 17 were net positive them out clearly....