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Latest News Story from Martin Lewis - Money Saving Expert


May 18th 2020

A huge thank you to all our customers who gave us such high praise in Martin Lewis’s survey.

As a result, we were ranked as one of the top two out of 50 of the UK’s best-known travel companies for the way we have looked after customers during the Covid-19 emergency.   

More than 1000 of our customers responded and we earned a score of over 70% for a “great” response.

We know we got off to a slow start but we now have nearly 3,000 people back from our branches, working from home and supporting our customers.

The survey took into account not just whether customers had received refunds for cancelled bookings, but their experience, feedback and the communications they’d received.

So we are very proud of all of our colleagues at Hays Travel who are working harder than ever to make sure our customers can be rebooked, receive a voucher or refunded – whatever is best for them.

If you’d like to know more, and see what some of our customers said, you can take a look at the money saving expert website here.

Thank you again – your feedback is hugely appreciated.

John and Irene Hays


We are closely monitoring the ongoing Covid-19 (Coronavirus) situation and are following the advice of the Foreign & Commonwealth Office ('FCO'). Please bear with us as we are currently experiencing extremely high call volumes.

Rest assured that we are working closely with the relevant authorities to keep fully informed of all the latest developments. 

If you have made travel plans, we recommend that you read the FCO travel advice for the country you are due to travel to. 

Below you can find our FAQs with more information which may address concerns you have at this time:

We now have 2,500 experienced travel agents back at work to help you. 

Please email your local branch, or the person who made your booking, and we will prioritise a call back to you.

Click here for branch email addresses. 

As countries respond to the COVID-19 pandemic, including travel and border restrictions, the FCO is currently advising British nationals against all but essential international travel.  Any country, or area, may restrict travel without notice.   

We currently do not know when this measure will be lifted, and we are contacting customers in departure date order to discuss your options so please bear with us.

Bookings for autumn 2020 and 2021 are not affected. In fact, on certain holidays booked with Hays Travel, you can get a Peace of Mind Guarantee – you can book now and cancel or change free of charge if you need to, up to six weeks before your departure date.

If the FCO advises against travelling to a country or region and this affects your holiday then we will contact you to discuss your options. If you have booked a package holiday then we will try to offer you alternative arrangements 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. If you have made either a hotel only or flight only booking, then the options available to you will depend on the relevant airline or hotel and we will be in touch to discuss these with you.

Unless the FCO has advised against travel to your destination, then you don’t need to worry - your holiday will go ahead as planned. If the FCO are not giving such advice, our terms and conditions will still apply. This means that if you choose to cancel your holiday, normal cancellation charges will apply. The latest FCO travel advice including any countries which have restricted travel - can be found here:

If you don’t want to re-book, we will work on your behalf to get your refund as quickly as possible.  Given the huge number of refunds being processed, some airlines and travel operators are delaying refunds or offering credit notes until a refund is processed.  We are negotiating with them to try to speed things up for you. 

We will issue the refund within 14 days of receiving the cancellation invoice from your supplier, however at present this is taking up to 6 weeks.

If you are unable to travel because of the Coronavirus you are entitled to a refund.  We at Hays Travel will do everything in our power to ensure that this is paid as quickly as possible.

We are working hard to administer all refund requests from our suppliers. At the moment we are experiencing significant delays in receiving these refunds from some of our suppliers due to the volume of people requesting refunds.

We will issue the refund within 14 days of receiving the cancellation invoice from your supplier, however at present this is taking up to 6 weeks.

If you have not heard back from us within the timescales quoted then please contact your local branch or agent where you originally booked your holiday.

We are really sorry that this is taking longer than you would expect under normal circumstances and are very grateful for your patience during these unprecedented times.

Don’t worry, if you are entitled to a refund your money is safe.

If there is no FCO advice against travel to your destination, it is up to you if you wish to go, but if you choose to cancel or change your arrangements in these circumstances, cancellation or amendment charges will apply.

Yes, we can often just change your whole holiday to the same date next year or an alternative date if required. And as the biggest independent UK travel agent we have access to thousands of holidays.  Bookings for autumn 2020 and 2021 are not affected, and on new booking you can get our Peace of Mind Guarantee – you can cancel or change free of charge, up to six weeks before your departure date.

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 the government advises against travel at the time you’re due to travel, your money is protected and you will be able to consider your options about rebooking or having a refund.

And finally ………

Thank you once again for booking with Hays Travel.  The best way to get in touch and avoid delays is by emailling your local branch or to the person who made your booking. 

They will get back to you as soon as possible