CORONAVIRUS UPDATE

7th May 2021 Update:

We are pleased to advise that our shops are open!

When we welcome back you into our shops, we will be ensuring that we do everything to keep our customers and our staff safe. Our shop opening hours may vary; click here for details.

As you enter the shop, we will kindly ask you to use the hand sanitiser provided. There will be fewer desks in use, and every desk will be cleaned after each customer. Perspex screens will be in place, and we will be adhering to the 2metre rule-following social distancing at all times.

There may be some occasions in smaller locations where staff need to manage entry into our shops; please bear with us that you can always leave your details and arrange a telephone call or video appointment if you are in a rush.

And just so you are aware our preferred payment method will be by card where possible.

We look forward to seeing you soon!

Update Following the English Government announcement Friday 7th May 2021:

To protect the UK, the government* has introduced a new ‘traffic light system’ for travellers; so we wanted to let you know what it means for you…

GREEN: You’ll need to take a pre-departure test as well as a polymerase chain reaction (PCR) test on or before day two of your arrival back into England. But there’s no need to quarantine on your return (unless you receive a positive result) or take any additional tests; halving the cost of tests on your return from holiday.

AMBER: You’ll need to take a pre-departure test, quarantine for a period of ten days on your arrival back into England, and also take a PCR test on day two and day eight - with the option for Test to Release on day five to end self-isolation early.

RED: You’ll be subject to the restrictions currently in place for ‘red list’ countries; which include pre-departure testing, a 10-day stay in a managed quarantine hotel on your arrival back into England, and also PCR testing on day two and day eight.

Testing remains an essential part of protecting public health as restrictions begin to ease - with all arrivals who are not exempt required to book a pre-departure, day two, and day eight test before travelling.

We want to make your holiday booking as seamless as possible, by taking care of everything for you, including arranging your PCR tests from £20pp per test. Our highly skilled, friendly travel agents are also ready to guide you through the complexities of the government’s traffic light system, tests, quarantine - and anything else you need to know.

Book early so you don’t miss out on your first choice at the right price – and you can also take advantage of our monthly direct debit scheme to spread the cost. All our holidays are ATOL-protected and we also offer travel insurance to cover you for all eventualities.

*For further information on your local Government restrictions please visit your local Government website:

 

England: https://www.gov.uk

Scotland: https://www.gov.scot

Wales: https://gov.wales

We have many experienced staff travel agents back at work to help you. 

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

Click here for your branch contact details

 

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:

https://www.gov.uk/guidance/travel-advice-novel-coronavirus

*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.

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.