15th June 2020

As the government cautiously begins to ease the lockdown, we will gradually re-open our shops in England, where it is safe to do so, over the next four weeks.  We hope to follow soon with shops opening in Northern Ireland, Scotland and Wales, and await the guidance for those countries.

We are all really looking forward to welcoming our customers back.  Before you visit, please check our website here to see if your local branch is open.

Like many other shops and supermarkets, we will be limiting entry to comply with social distancing.  To help all of our customers, we are continuing to offer our services virtually.  You can still contact us by email or phone, book an appointment to visit a shop, or even have a video conference call using Zoom, Skype or Facetime to see the holidays on offer – it could save you a journey! Click here for our list of branch emails.

We’re now booking lots more future holidays, and many of our great holidays now come with our new Peace of Mind Guarantee, meaning that if you need to cancel or change for any reason up to six weeks before departure, you can have a full refund with no cancellation charges. 

While the Foreign & Commonwealth restrictions on immediate non-essential travel remain in place, we’re continuing to process refunds according to departure date.  Please bear with us – we have 3,000 colleagues working hard to process these as fast as we can.

We are grateful for the feedback so many of you have given - not least those who helped us reach the top ranking in Martin Lewis’s survey for refunds.  

Thank you again for bearing with us through these extraordinary times.  Your support and patience is hugely appreciated and keeps us all going.

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 almost 3,000 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. 

Our shops will re-open gradually from 18th June onwards, with social distancing, screens and hygiene measures in place, according to government guidance in England, Scotland, Wales and Northern Ireland.  As many shops and supermarkets have been doing, we will limit entry to comply with social distancing. To avoid queues and inconvenience, please check our website or contact the local branch by email or phone, and they will be able to arrange an appointment for you to come into the shop or book a video conference call with you.

If you bring children with you when you visit us you will need to keep them close by you to maintain social distancing.

The FCO is currently advising British nationals against all but essential international travel in the immediate future.   

We currently do not know when this blanket restriction will be lifted.  We are contacting customers due to depart in the next four weeks to discuss the options.

This is in line with advice from our industry body, ABTA.  Bookings for later in the year or next year are not affected at this stage.

If you want to book a holiday, don’t forget certain holidays now come with our Peace of Mind Guarantee, which means you can cancel or change free of charge for any reason, up to six weeks before your departure date.

We will contact you within four weeks of your departure date to discuss the options*. 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.  If you have made either a hotel only or flight only booking, then the options available to you will depend on the relevant airline.

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.  For holidays due after that, we await further advice from the FCO.  If you choose to cancel your holiday earlier than this, the terms and conditions of your booking, including normal cancellation charges, will still apply.

The latest FCO travel advice can be found here:

*Please note that this varies depending on the tour operator.

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 refund from the supplier, however at present this is taking up to 6 weeks.

If we have asked you to submit bank details for a refund, click here

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 you are not due to travel in the immediate future, and we have not yet contacted you to discuss your options, you can opt to cancel or change your arrangements, in line with the normal terms and conditions of your booking, which means 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.   On certain new bookings 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.

From 27 July, the FCO advise against all non-essential travel to Spain, including the Balearic and Canary Islands, based on the current assessment of COVID-19 risks in the country.

We will be contacting all affected customers in departure date order, as soon as we have more information available from your tour operator.

And finally ………

Thank you once again for booking with Hays Travel.  Please help us all stay safe and avoid delays by emailing your local branch or to the person who made your booking.  They will get back to you as soon as possible.