", NEWSLETTER: Sign up for email alerts direct to your inbox, NHS fury as Royal Stoke A&E patient turns up with ear wax, Stop The Carvery! Canaries, View This information will then be passed on to the airline in advance of travel. If you find yourself struggling to get the assistance you need from Hays, you may want to ramp up your efforts. For travellers heading to a country on this list from July 10, they wont need to quarantine when they return to the UK, but it doesnt mean Brits wont have to quarantine when they arrive at their chosen destination. Some customers waited as long as six weeks to get their money back, so Hays Travel could have performed a little better. To see all content on The Sun, please use the Site Map. Sadaqah Fund If you are due a refund and have been sent a verification code - please click here. Introducing the Hays Travel Peace of Mind Guarantee! Youll then be automatically redirected to the banks webpage or app, where you will confirm its you using your normal method and approve the pre-filled details. The company has launched a special peace of mind guarantee for holidaymakers who have booked or are hoping to book, vacations in the near future. 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. However, it may not be as easy as you may think to get in touch with someone who will actually help you. Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved. Incorrect or incomplete information may result in your journey being delayed, either at check in or immigration. 12.3 We provide security for flight-inclusive packages where we are the organiser through our Air Travel Organisers Licence number 5534 issued by the CAA of 45-59 Kingsway, London WC2B 6TE (www.caa.co.uk). If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in their booking conditions (which may be 100% of the cost of the travel arrangements). If the matter cannot be resolved and it involves us or another ABTA member then then you have the option to use ABTAs ADR scheme, approved by the Chartered Trading Standards Institute, see www.abta.com. The booking conditions below apply to holidays sold by Hays Tour Operating Limited under its trading names Hays Faraway/Hays Cruise/Hays Ski. HAY Booking When asked, the couple said they had no regrets over purchasing Thomas Cooks 555 high street retail estate last October now faced with the Covid-19 pandemic. Complaints 8. By using our unique system, you can skip the customer service queue and get help fast. 12.7 Where we are package organiser, you can contact us to complain about any lack of conformity perceived during the performance of the package or to request assistance if you are in difficulty through our Customer Relations department on 0333 033 6890 or customer.relations@hays-travel.co.uk. 10.2 If you wish to complain when you return home, write to the supplier as set out in your booking confirmation. not be ATOL protected. Payment 11.3 Please note that ATOL protection is not available for flights with low-cost carriers or where your payment is made direct to airlines unless they are part of a package (see Where we are package organiser below). 1. Portugal. Packages that include a flight element are financially protected by the ATOL Restrictions may still apply to the country you're travelling to, and you may be required to wear a face mask on flights, cruise ships, and in resort. In these booking conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. This must be your own bank account as lead passenger, or your authority to process to another passenger on the booking. Nhl Playoffs Start Date 2021, Unavoidable and Extraordinary Circumstances 3.1 You will be required to pay a deposit or make full payment for your booking at 12.4 When you buy a package holiday where we are the organiser which doesnt include a flight, protection is provided by way of a bond held by ABTA of 30 Park Street, London, SE1 9EQ (www.abta.com). The 58-year-old said: "They charged us this absolutely ridiculous price without an explanation of what the fee was for. Web Design : https://iccleveland.org/wp-content/themes/icc/images/empty/thumbnail.jpg, Jupyter-widgets/jupyterlab-manager'' Is Not A Valid Extension. In plenty of time before your holiday, please check the entry requirements for the country youre travelling to and get testedandfill out a pre-departure form as required. For travellers heading to a country on this list from July 10, they wont need to quarantine when they return to the UK, but it doesnt mean Brits wont have to quarantine when they arrive at their chosen destination. 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. Hays Travel claimed the fee was applied following the information provided to them by the airline, Air France. Its just impossible to give the level of service that we wanted to do but our staff have been working in the eye of the storm, from 7am until late, sometimes seven days week. Scots told to isolate[INSIGHT]Spain holidays: Huge queues at beaches due to social distancing[PICTURES]. Most travel insurers are unlikely to offer a refund if your holiday hasnt officially been cancelled by an airline or booking provider. We will arrange for you to enter into a contract directly with the airline concerned. "ATOL fee" (see Where we are package organiser below) Please ask us about the protection that applies to your booking. 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. 21. Our responsibility for your booking Your Financial Protection If you do not receive an ATOL certificate, then the booking will Please use the links below for donations: 8.1 In certain circumstances we apply service charges which will be shown on your booking confirmation as follows: 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. 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. You will be protected by the trade association your travel operator is a member of, which will normally be the Association of British Travel Agents (ABTA). Please ask us for copies of these if you do not have them. Where we are package organiser Bank transfer is a simple, speedy, secure way to make a payment directly from your bank account. 1980. "Then I was told it was the type of ticket I had and then I was told it was the type of contract they were in with the airline, but they didn't say that at first, they said it was the type of ticket.". "However we picked this up again on behalf of Mrs Barrett and, as ultimately the airline did not apply the charge, we have been able to fully refund the fee to Mrs Barrett. scheme. 16.2 Safety standards in some countries may differ from those applicable in the United Kingdom. Sunderland, Irene Hays said the companys balance sheet was incredibly strong and spoke of how it was determined to avoid redundancies with up to half of retail staff now working from home after initially being furloughed. Where necessary, we will add supplier failure insurance to your booking automatically. Hays Travel has now issued a refund to Sharon. 5.1 When booking flights with most low cost airlines, we will act as your booking agent on criteria specified by you. Our Privacy Notice explains more about how we use your data, and your rights. A request to cancel a booking must be made in writing by the lead passenger. To ease your preparations for your holiday and to put your mind at rest about what you need to do; we have collated all the latestCoronavirus informationonto one easy-to-use page. http://www.direct.gov.uk/en/TravelAndTransport/Passports/index.htm. Ryanair have sent vouchers to people rather than cash refund. 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. Standards and ratings may vary between countries, as well as between suppliers. Speaking exclusively to Express.co.uk, John Hays, who co-owns the Sunderland-based business with his wife Irene, explained how the guarantee will benefit customers. Hays Travel has now issued a refund to Sharon. Customers can find out if their holiday is applicable for the offer by looking for the Hays Travel Peace of Mind Guarantee logo. 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. Please ask us for full details. booking. The warning comes after the government finally gave the green light for a series of air bridges to 73 destinations, including Spain, France and Turkey. 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. 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