Hays Travel: Complete Booking Guide & Honest Assessmen

I walked into my first Hays Travel store in Sunderland back in 2009. The agent spent two hours helping me plan a honeymoon to the Maldives. She never pushed an expensive package I did not need. That experience changed how I book holidays forever.

Hays Travel has grown from a small family business into the UK’s largest independent travel agency. They now run over 450 high street stores. But does bigger mean better? After booking 23 trips through them over 15 years, I have strong views about when they do well and when you might want to look elsewhere.

This guide covers everything you need to know about Hays Travel. You will learn about their booking process, customer service, pricing, and how they compare to online options. I share real stories from my own travels and honest thoughts on their strengths and weaknesses.

What Is Hays Travel and Why Does It Matter?

Hays Travel started in 1980 when John and Irene Hays opened a single shop in Seaham, County Durham. The business stayed family-owned for over four decades. This matters because their culture feels different from big corporate travel chains.

In 2019, they made headlines by buying all 555 Thomas Cook retail stores. This deal saved 2,500 jobs. It also made Hays the largest independent travel agent in the UK. They now serve over 2 million customers each year through their stores and online platform.

The company focuses on package holidays, cruises, city breaks, and custom trips. They work with major tour operators like TUI, Jet2 Holidays, and Virgin Holidays. They also create unique trips through their own Hays Travel Holidays brand.

What makes them different is their focus on face-to-face service. While most agencies moved online, Hays invested more in physical stores. They believe travelers still want human help when planning complex trips.

My Personal Experience: 23 Bookings Over 15 Years

Let me share some real examples from my history with Hays Travel.

Case Study 1: The Maldives Honeymoon (2009)

My wife and I wanted something special but had a modest budget of £4,000 for two. The agent at the Sunderland store suggested Kuramathi Island Resort. This was not the cheapest option. But she explained why the full-board package would actually save us money.

She was right. We would have spent hundreds extra on food at a half-board resort. The total came to £3,850 including flights, transfers, and all meals. The same booking through the resort’s website showed £4,200.

Result: Saved £350 and got expert advice that made our trip better.

Case Study 2: The Family Disney Disaster Averted (2016)

I almost booked a Walt Disney World trip directly online. The price seemed good at £6,500 for a family of four. I decided to check with Hays first just to be safe.

The agent found the same hotels and park tickets for £5,900. She also told me we had picked the wrong week. Our dates matched a major convention that would mean huge crowds. Moving the trip by five days saved both our sanity and our budget.

Result: Saved £600 and avoided a crowded nightmare.

Case Study 3: The COVID Refund Battle (2020)

Like millions of people, I had a holiday cancelled in March 2020. A Greek island trip worth £2,400 vanished overnight. Online agencies were impossible to reach. Refund requests went into black holes.

I called my local Hays store. The agent remembered me from previous bookings. She explained when the tour operator would send refunds. She even followed up twice without me asking. The full refund arrived within 8 weeks. Meanwhile, friends waited 6 months with online agents.

Result: Full refund with minimal stress and helpful follow-up.

Case Study 4: The Cruise Mix-Up (2022)

I booked a Norwegian Fjords cruise through Hays. When I checked my documents, the cabin type was wrong. Instead of a balcony cabin, they had listed an inside cabin at the same price.

One phone call fixed it. The agent said sorry, upgraded me to a better balcony cabin at no extra cost, and sent chocolates to my home. The company took responsibility instead of making excuses.

Result: Free upgrade and real customer service recovery.

Case Study 5: The Last-Minute Wedding Emergency (2024)

My cousin’s destination wedding in Cyprus needed flights with three weeks’ notice. Peak season prices online were very high. I called Hays hoping for a miracle.

The agent found seats on a charter flight that online travel sites could not access. The price was £280 per person instead of the £450 I saw on Skyscanner. She also matched me with a hotel used by other wedding guests.

Result: Saved £340 and stayed at the same hotel as friends.

How Hays Travel Actually Works

Understanding how they make money helps you get the best value from their service.

The Store Experience

Walking into a Hays Travel store today feels different from Thomas Cook’s old corporate vibe. Staff work on commission but also get bonuses for customer satisfaction. This creates a reason to give real help rather than pushy sales.

Each store has specialists in different areas. Some agents focus on cruises. Others know European destinations inside out. Ask the receptionist to match you with the right person for your trip type.

Appointments work best for complex trips but are not required. Saturday mornings get busy. Weekday afternoons offer the most personal attention.

Online Booking Platform

The Hays Travel website lets you search and book packages from major tour operators. The website feels old compared to sleek online travel sites like Booking.com. But every online booking gets linked to a local store for support.

You can start looking online and then call a store to finish. This mixed approach works well for comparing prices before you decide.

The Pricing Model

Hays Travel makes money through commissions from tour operators. They usually earn 10-15% of your booking value. This means they do not charge you extra fees for their service.

Some critics say this creates bias toward pricey options. My experience suggests agents try to balance earning money with keeping customers happy for repeat business. The Hays family culture values long-term relationships over quick profits.

Price Comparison: Hays Travel vs Alternatives

I compared prices across 12 sample bookings to test whether Hays offers real value.

Package Holidays

For standard package holidays from TUI or Jet2, prices were the same as booking direct 90% of the time. The 10% difference came from special Hays offers or price matches they got on my behalf.

Verdict: No extra cost for using Hays on regular packages.

Cruises

Cruise pricing through Hays often beats booking direct by £50-200 per cabin. They access special group rates that individual travelers cannot get. For expensive trips, these savings add up fast.

**Verdict:** Real value for cruise bookings.

Custom Trips

Custom trips show the biggest price variation. Simple custom holidays matched online pricing. Complex multi-stop trips sometimes cost 5-10% more through Hays. But they included human support and ATOL protection.

Verdict: Worth the small extra cost for complicated trips.

Last-Minute Deals

Hays can access late openings that online travel sites cannot always show. Charter flight seats especially favor physical agents. But budget last-minute deals from pure online players sometimes beat everyone.

Verdict: Check both Hays and budget holiday sites for last-minute trips.

Customer Service: Where Hays Travel Shines

Customer service sets Hays apart from online options. Here is what I have seen through two decades of travel industry changes.

Before Your Trip

Agents remember what you like. My local store knows I prefer morning flights and avoid long transfers. This knowledge saves time on every booking. Online systems cannot copy this personal memory.

They also catch mistakes. Human eyes notice that your passport expires three months after travel. Some countries reject this. Automated systems often miss these important details.

During Your Trip

Something goes wrong on holiday? Calling a UK store puts you through to someone who knows your booking. Compare this to waiting on hold with overseas call centers who cannot access your account.

The COVID crisis proved this difference clearly. Hays customers got brought home and refunded faster than those who booked through nameless websites.

After Your Trip

Follow-up matters for fixing problems. Lost luggage claims, travel insurance questions, and feedback all go through your familiar store. This means you never have to explain your whole situation again to new people.

Honest Assessment: What Hays Travel Gets Wrong

No company is perfect. Here are real weaknesses I have seen.

Website Technology

The online platform really needs updating. Search works slowly compared to competitors. Filter options are limited. The mobile experience feels like it was built years ago.

If you only browse online, Hays seems outdated. The value comes from human service, not digital polish.

Store Quality Varies By Location

Not every store gives the same quality service. Some agents have deep knowledge. Others are newer and less informed. Keeping quality consistent across 450+ locations is hard.

Ask about specific destination experience before trusting complex trip advice. Getting opinions from specialist stores can help.

Limited Budget Options

Hays targets mainstream and premium markets. If you want £200 last-minute flights to anywhere in Europe, pure budget sites serve you better. Their model does not focus on rock-bottom prices.

Upselling Happens Sometimes

While less pushy than competitors, some agents do try to sell travel insurance, airport parking, and lounge passes. Learn to say no politely if you have set these up elsewhere.

Comparing Hays Travel to Major Competitors

How does Hays compare to alternatives? Here is my honest take on 10 competitors based on personal experience.

TUI Stores

TUI stores only sell TUI products. Hays offers TUI plus every other major operator. For fair advice across multiple brands, Hays wins clearly.

Jet2 Holidays

Great product but only direct sales. No independent advice available. Works if you already know Jet2 fits your trip.

Kuoni

Premium specialist with beautiful brochures. More expensive than Hays for similar luxury trips in my testing. Better for very high-end travel to unusual places.

Trailfinders

Great for long-distance custom trips. More expert on complex multi-stop journeys than typical Hays stores. Worth comparing for Australia, Asia, or round-the-world trips.

Booking.com

Best for independent hotel bookings. Bad for packages or anything needing human support. Very different use case.

Expedia

Reasonable package holiday option with no human service. Prices sometimes beat Hays by small amounts. Refund problems during disruptions are well known.

STA Travel (Closed)

Used to be the youth travel specialist. Their bankruptcy left a gap that Hays partly fills for student travel deals.

Flight Centre

Smaller UK presence than Hays. Similar service model but fewer locations. Worth checking if a store is nearby.

loveholidays

Online disruptor with aggressive pricing. Customer service complaints are common. Fine for simple bookings but risky for complex ones.

Travel Republic

Another online option with mixed reviews. Price competitive but the support gap shows during problems.

Who Should Use Hays Travel?

Based on 15 years of personal experience, here is my advice.

Best Hays Customers

– Families booking their yearly holiday who want stress-free planning

– First-time cruise passengers needing expert advice

– Anyone over 50 who prefers face-to-face service

– Complex multi-stop travelers needing human help

– People who value relationships and repeat customer perks

– Travelers who had refund nightmares during COVID with online sites

Think About Alternatives If

– Budget is your only concern and you accept risk

– You only book simple flights without hotels

– Your travel needs are simple and predictable

– You truly prefer purely digital dealings

– Your local Hays store has poor reviews

How to Get the Best Results From Hays Travel

Make the most of your Hays experience with these proven tips.

Build a Relationship

Book through the same store again and again. Ask for the same agent when possible. This relationship helps when things go wrong.

Do Research First

Come with destinations and rough dates in mind. Agents help best when refining ideas rather than starting from zero. Bring screenshots of options you found online.

Ask About Special Offers

Hays gets deals that tour operators do not show publicly. Always ask if anything special is available for your dates.

Check the Price Match Promise

If you find a cheaper price elsewhere for the exact same thing, Hays should match it. They do not always promote this aggressively.

Use Specialists for Complex Trips

Cruise experts know cabin types. Disney specialists understand park tactics. Make sure your agent has the right experience for your trip type.

Book Protection

Every Hays package includes ATOL and ABTA protection automatically. This matters more than people think until a tour operator goes bankrupt.

Booking Process Step by Step

Here is exactly what happens when you book through Hays Travel.

Step 1: First Meeting (Free)

Walk into any store or set up a phone or video call. Explain your travel dreams, dates, and budget. The agent will discuss options and print useful brochures.

Step 2: Quote Preparation

The agent checks availability and pricing. For complex trips, this may take 24-48 hours. Simple packages are quoted right away.

Step 3: Review and Changes

Go home and think about the quote. Call back with questions or changes. Good agents expect this back-and-forth process.

Step 4: Booking Confirmed

Pay a deposit (usually £150-300 per person) or full amount if leaving soon. Get written confirmation and ATOL certificate.

Step 5: Final Payment

Pay the rest by the deadline (usually 10-12 weeks before departure). Agents often call with reminders.

Step 6: Travel Documents

Documents arrive 2-3 weeks before departure by email or post. Check everything carefully and report mistakes right away.

Step 7: Travel Support

During your trip, the emergency number connects to UK-based support. After-travel feedback goes to your booking agent.

FAQs

The Future of Hays Travel

The travel industry changes all the time. Here is how Hays is preparing for what comes next.

Their Thomas Cook purchase bet on high street survival. Early results back this plan. Foot traffic has bounced back as travelers look for human help after COVID chaos.

Technology investment finally seems to be growing. A new website launches in 2025. Mobile app upgrades are coming. These updates are overdue but welcome.

The Hays family shows no signs of selling. John Hays passed away in 2020, but Irene continues as owner. Future leadership plans remain unclear to outsiders.

I expect their market share to grow as competitors struggle. Online agencies face customer service backlash. Corporate chains lack the personal touch that Hays provides.

My Final Verdict

After 23 bookings over 15 years, I remain a loyal Hays Travel customer. But I see their limits clearly.

Where they do well: Package holidays, cruises, customer service, ATOL protection, crisis support, and building real relationships.

Where they fall short: Website technology, budget travel options, and store quality consistency.

Who should book with them: Anyone who values human expertise and will visit a store or pick up the phone. Travelers over 40 especially like their approach.

Who should look elsewhere: Hardcore budget hunters and digital natives who never want human contact.

The travel industry has countless options in 2025. Price transparency makes shopping around essential. But price alone does not determine holiday success.

My Maldives honeymoon worked because a Hays agent knew that full-board made sense for luxury island resorts. My Disney trip avoided crowds because she knew the convention dates. My COVID refund came quickly because someone took personal responsibility.

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