CORONAVIRUS UPDATE

23rd February 2021

In line with the UK governments latest lockdown announcement, there will be no international travel before 17th May in England.

Scotland, Wales and Northern Ireland will be reviewed in line with updated government advice.

Due to the high volume of our customers impacted we kindly ask that you bear with us.

For bookings made in a Retail shop we will be outbound calling our customers effected in date order within the next two weeks to re secure your holiday for a later date.

If you have booked via the website or call centre please ring the existing customer support number: 0333 033 9985 and we will be able to assist you.

We would like to thank you for your continued loyalty and support, and your patience and understanding.

As you know, we’re the largest independent travel agent in the UK and one of the largest companies covered by ATOL, so your holiday is protected to the highest level – your money can only be spent on your holiday.

We are offering our own Peace of Mind guarantee on holidays being booked from autumn this year and Summer 2022. You can book now, with free cancellations or amendments up to six weeks before departure on holidays where you see our Peace of Mind logo.

We hope we can continue to serve you and that booking your holiday will give you something to look forward to when the sun will be shining again for all of us.

With our grateful thanks for your ongoing support.

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

 

The FCDO 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 in departure date order and prioritising those that are travelling in the next 4 weeks.

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:

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.