Complaint Procedure

Step 1: Submit Your Complaint

If your complaint relates to your holiday, travel arrangements, tour operator/supplier, the lead passenger on the booking is to submit the complaint directly to the branch of booking. If booked via our contact centres or online, please forward the complaint to customer.relations@hays-travel.co.uk.

Receipt of the complaint is deemed as authorisation to share all information with appropriate third parties to also investigate.

Under ABTA guidelines, we are required to:

•    Acknowledge receipt of your complaint within 14 days.
•    Provide a full written response within 28 days of receiving your complaint.

Step 2: If You Are Not Satisfied with the Response

If you are unhappy with the response you receive, you should write again, clearly explaining:

•    Why you remain dissatisfied.
•    Any points that you feel have not been addressed.
•    The outcome or resolution you are seeking.

Being clear about what would be an acceptable resolution can help progress the matter more effectively.

Step 3: If You Remain Dissatisfied After Two Responses

If you have received two responses and the matter remains unresolved to your satisfaction, you may wish to seek further advice from:

•    ABTA, The Travel Association, or
•    An independent third-party advice service of your choice.

Complaints About Hays Travel Service

If your complaint relates solely to the service provided by Hays Travel and does not concern the tour operator/supplier, we encourage you (the lead passenger) to contact us directly by telephone.  Alternatively, you may submit your complaint in writing, outlining the details of your concerns. We will investigate the matter and endeavour to provide a prompt and fair resolution.

As an ABTA member, we follow ABTA's complaint handling guidelines and aim to:
•    Acknowledge complaints within 14 days.
•    Provide a full response within 28 days.

If our investigation requires additional time, we will inform you and provide an update. In such circumstances, a further 28-day extension may be necessary.

If Your Complaint Is Still Unresolved

If we are unable to resolve your complaint to your satisfaction, our membership of ABTA, The Travel Association, gives you access to ABTA's dispute resolution scheme, which has been approved by the Chartered Trading Standards Institute.

This independent process is designed to help resolve disputes fairly and impartially.

For further information or to register a complaint with ABTA, please visit:

www.abta.com

For Hays Travel contact details, please visit:

www.haystravel.co.uk