The supplier's booking conditions will apply to your booking and we advise you to read these carefully as they contain important information about your booking. Some customers waited as long as six weeks to get their money back, so Hays Travel could have performed a little better. not be ATOL protected. Travellers whose plans have been disrupted by the COVID-19 pandemic are being targeted by scammers pretending to issue refunds for cancelled holidays, warns the UKs banking trade body. 14. For more information about financial protection and the ATOL Incorrect or incomplete information may result in your journey being delayed, either at check in or immigration. Sharon added: "At first Hays Travel said the reason for charging that price was because my ticket had been printed. If you are Hays Travel claimed the fee was applied following the information provided to them by the airline, Air France. The ATOL protection does not apply to all holiday and travel Your contract An administration charge will be made of 50 per person for transfer requests made more than 61 days before departure, and 100 per person within 61 days before departure. Our obligations to you may vary depending upon which arrangements you book with us, and we set them out clearly below. Passports, Visas and Health The majority of our suppliers now issue e-tickets. Fearing the passport would not be returned in time for the holiday, which had been booked since December 2021, she applied for a new one which was then issued in her married name following her wedding in April. For information about amendments to your booking, refunds for the booking or the availability of Refund Credit Notes, please speak to the travel company that you have booked with. Its powered by American Express but open to everybody. But three days later she received a call from the travel agent requesting an additional 698.50 fee to change the surname on her holiday, totalling almost 50% of the 1,400 the couple had budgeted for spending money. booking. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). West Green Road Hair Shop, Youll find all the latest country-specific information on testing and entry requirements on theForeign, Commonwealth, and Development Office website. 1980. To see all content on The Sun, please use the Site Map. A newly-married couple were charged 698.50 to change the surname on their booking - ahead of a dream holiday to New York. Yes, but only if your travel insurance policy includes cancellation cover. Our Privacy Notice explains more about how we use your data, and your rights. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to three times the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). Hays Travel have partnered with Collinson Group to help you with the testing process. The ATOL protection does not apply to all holiday and travel Something went wrong, please try again later. Most travel insurers are unlikely to offer a refund if your holiday hasnt officially been cancelled by an airline or booking provider. Please ask us for full details. We accept no liability in relation to any contract you enter into with the airline, or their acts or omissions, or for the flight service itself. Introducing the Hays Travel Peace of Mind Guarantee! Registered Office: If any of the travel services are not performed in accordance with the package travel contract and we dont put that right we may be liable to offer you compensation, but within the limits of the law and the terms of these booking conditions. We will not make any charge for changes to documents, but you will have to pay any charges made by suppliers. 11.4 We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). Further information on the Code and ABTAs assistance in resolving disputes can be found at www.abta.com. Hays Travel Ltd cannot accept responsibility for incomplete or inaccurate information and no refunds will be issued if you are unable to travel as a consequence of this. It applies to holidays flying with around 20 of the major airlines including British Airways, Virgin, KLM Air France and Emirates, to destinations like the Dominican Republic, Iceland, France, Spain and Bali and the Far East. As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. WebHays Travel Ltd cannot accept responsibility for incomplete or inaccurate information and no refunds will be issued if you are unable to travel as a consequence of this. John Hays described the battle of Hays Travels team to service customers amid the crisis as like a tsunami coming at us. 11.5 If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. "First one is the health and safety and the second is the financial security so what we decided to do was introduce a peace of mind guarantee on selected holidays. Holiday departures with the firm are due to restart from July 16. They may limit or exclude the supplier's liability to you, as well as in accordance with applicable International Conventions. How can I arrange assistance for my flights? If you have not heard back from us within the timescales quoted then please contact your local branch or While some travellers have been told they can not receive their money back if they change their mind about future plans, Hays is offering the guarantee on a number of trips booked with big-name airlines. 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 it contains a typo or if you have changed names, please contact your point of sale or the sales department by phone. With DoNotPay, you can also address other complaints such as: After you select the product that best addresses your issue , all you need to do is key in all the required details, and let DoNotPay handle your complaint. If you are This will vary for each individual airline. However, depending on which arrangements you book with us a combination of travel services may be a package under the Package Travel Regulations for which we are responsible as package organiser (see Where we are package organiser below). Adequate travel insurance is a condition of your contract with either us or the supplier in question, as applicable. Unfortunately, Hays Travel is known for not managing customer complaints well. If you have any further questions after reading these booking conditions then please contact our customer services team who will be happy to help you. Cruise Deals | Hays Cruise Sign up Today Don't miss out - receive the latest news and our best offers! We at Hays Travel will do everything in our power to ensure that this is paid as quickly as possible. scheme. Sit back and relax while we do the work. Hays Travel have partnered withCollinson Groupas arecommended supplierofCOVID testing packages- forpre-departure testingin theUK. We provide safe, convenient and unique travel Packages that include a flight element are financially protected by the ATOL Certificate go to: View scheme. full refund automatically. If you do receive an ATOL Certificate but all the You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. Please ask us to confirm what protection may apply to your 7. Booking included Ryanair flights, so I had expected a problem. "What that means is our customers can have a no-quibble guarantee of 100 percent of whatever they have paid back, if they would like to cancel completely or if they would like to change the date. 10.1 The contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. 23. Sharon claims Air France informed her over the phone that it is free to change the name on her booking up to 72 hours before travel. You should also always carry your medication in a correctly labelled container as issued by your pharmacist. You can pay using Bank transfer in store, on the phone, or in the My Bookings section of the website. Our responsibilities are limited to making the booking in accordance with your instructions. services. WebTravellers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed. You deal with several companies every day and most of those interactions are pleasant. Hays were excellent in managing my expectations and explaining how TUI were working and when we could expect a refund. pre-existing medical conditions). Until a component has been confirmed by the individual supplier, no contract has been formed. Portugal, https://www.gov.uk/browse/citizenship/passports. BRITS who are unsure whether to go on holiday this summer are being offered the chance to cancel their trip up to six weeks before they go with one travel agent. In relation to such bookings, you appoint us to source those flights on your behalf and you are our principal. The best way to do that is to contact the company and explain the problem that you are experiencing. Introduction We'll contact the company for you, make your demands, and get your problem sorted. WebWelcome to Hays Travel Learning and Development HUB. Hays Travel has now issued a refund to Sharon. Changes or Cancellations by the Supplier We will of course assist you with this if you wish - please contact Customer Services. 9. Whether For customers who prefer a refund rather than rearranging their holiday for a later date, Hays said: Well fight for them to get one.. That said, as a Which? All relevant documentation required for travel can be accessed and printed via the 'MY BOOKING' section of the Hays Travel website. Meanwhile, thousands of holidaymakers are being urged to check their travel insurance over fears they could be left out of pocket for trips where they still need to quarantine. Ways to Contact Hays Travel Customer Support. For other inquiries, Contact Us. 5.2 Charter flights: When you book your charter flight through us, we act as agent for the charter flight provider who holds an ATOL. What if Im unsure about going on my holiday? If you choose to cancel your holiday earlier than this, the terms and conditions of your booking, including normal cancellation charges, will still apply. 30 days or less. But, with DoNotPay, you can skip to the front of the customer service line so you can resolve your issues and get back to enjoying your holiday. Please be aware that the booking conditions of the supplier will normally state that your stay can be terminated, with no refund, if the behaviour of your party falls below an acceptable standard. If the 600 difference is worth you maybe having to wait longer for a refund if you need one, then take the cheaper option. Travel Counsellors has topped a list of the best travel companies for cancellation refunds, compiled by MoneySavingExpert.com.Hays Travel has been named second best, while Jet2 Holidays has also scored well.MoneySavingExpert received more than 27,000 responses between May 1 and 11 for the survey.Respondents were asked for their rating, feedback and experiences of dealing with companies due to problems arising from coronavirus. 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Travellers are now being urged to check the terms and conditions of their travel insurance to see what it means for their trip, with fears growing that thousands of people may not be able to claim any money back. Hays Travel has stood its ground to tour operators not issuing customer refunds opting to pay out to clients and then seek reimbursement from suppliers, according to boss John Hays. In all other respects, you will be subject to the airline's terms and conditions which you must refer to on the relevant airline's website. If you live in Englandand have been fully vaccinated, youll be able todemonstrate your COVID-19 vaccination status through the NHS app. Thats it. Advance Passenger Information (API) must be provided to the authorities before you travel. "Administration Fee for Supplier Failure Cover" (see Your Financial Protection below) http://www.direct.gov.uk/en/TravelAndTransport/Passports/index.htm. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. At We also may change the frequency you receive our emails from us in order to keep you up to date and give you the best relevant information possible. If you live in Walesand have been fully vaccinated, visit the Welsh Governments website tofind out how to get your NHS COVID Pass. Portugal. In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). WebHays Travel Ltd cannot accept responsibility for incomplete or inaccurate information and no refunds will be issued if you are unable to travel as a consequence of this. protected. Hays Travel already think this new confidence boost is being well received by customers, reportedly seeing web traffic boom in the last month alone. 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