Coronavirus Update

We are closely monitoring the ongoing Covid-19 (Coronavirus) situation, click here for all the latest information.

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Coronavirus Update

March 27, 2020

The health and safety of our customers and staff is always our main priority, and following recent government guidelines we are no longer able to open our shops.

Rest assured we have been working hard to urgently set up a dedicated contact centre for bookings made in branch, staffed by our experienced retail agents to help and support you with your requirements.

We are pleased to say this service is now available and you can contact us on:

0333 033 3435 or alternatively email us at

Mon – Fri: 9pm - 5.30pm

Saturday: 9pm - 5pm

If you have booked via the website or call centre please ring the existing customer support number: 0333 033 9985.

March 23, 2020

We have been supporting our lovely customers for more than 40 years – and we want to reassure you that you can continue to trust us now to help you through these unprecedented times.

Naturally everyone is worried about their holiday bookings and we are doing all we can to help.

Our experienced travel agents are all working hard to bring home safely anyone who is still abroad, and re-scheduling or refunding customers who were due to travel up to the end of April. Once they are looked after, we will be looking at May and June departures.

As you know we are no longer able to open our shops to handle all enquiries.

We have therefore arranged for a Customer Service Hotline number to deal with any queries you may have and we can be contacted on 0333 033 9985.

We would like to thank you for your continued loyalty and support, and your patience and understanding. We have had hundreds of kind messages for our staff and this has been so heartening and spurs us all on.

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 for autumn this year and summer 2021. You can book now, with free cancellations or changes 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.

March 20, 2020

We are closely monitoring the ongoing Covid-19 (Coronavirus) situation and are following the advice of the Foreign & Commonwealth Office ('FCO'). Please bear with us as we are currently experiencing extremely high call volumes.

Rest assured that we are working closely with the relevant authorities to keep fully informed of all the latest developments.

If you are not due to travel within the next 7 days, we recommend that you wait before contacting us to ensure we have the most up-to-date policy information for your travel. Should the advice against travel to any destination change, and that change affects you, we will be in contact at the earliest opportunity.

If you have made travel plans, we recommend that you read the FCO travel advice for the country you are due to travel to.

Below you can find our FAQs with more information which may address concerns you have at this time:

What is the current situation?

As countries respond to the COVID-19 pandemic, including travel and border restrictions, the FCO is currently advising British nationals against all but essential international travel. Any country, or area, may restrict travel without notice.

We currently do not know when this measure will be lifted, so we recommend you wait until a week before you are due to travel before contacting us.

Bookings for Autumn 2020 and 2021 are not affected. In fact, on certain holidays booked with Hays Travel, you can get a Peace of Mind guarantee – you can book now and cancel or change free of charge if you need to, up to six weeks before your departure date.

Many countries and destinations have introduced screening measures, entry restrictions and/or quarantine restrictions. Please see the latest travel advice for your destination country.

What if my holiday is affected by Coronavirus? Will I get a refund?

If the FCO advises against travelling to a country or region and this affects your holiday then we will contact you to discuss your options. If you have booked a package holiday then we will try to offer you alternative arrangements 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 or hotel and we will be in touch to discuss these with you.

Unless the FCO has advised against travel to your destination, then you don’t need to worry - your holiday will go ahead as planned. As such, our terms and conditions will still apply, meaning if you choose to cancel your holiday, cancellation charges will apply. The latest FCO travel advice including any countries which have restricted travel - can be found here.

What if I’m unsure about going on my holiday?

If your holiday is booked If there is no FCO advice against travel to your destination, it is up to you if you wish to go, but if you choose to cancel or change your arrangements in these circumstances, cancellation or amendment charges will apply.

What happens if there is an outbreak whilst I am away?

To ensure the wellbeing of all holidaymakers, local health authorities may decide to impose restrictions on hotel guests while they conduct investigations or carry out tests. These are preventative measures aimed at containing the spread of the virus and if it was to happen, we ask that you comply with instructions given by the health authorities.

If I cannot travel due to the Coronavirus outbreak, will I be entitled to compensation?

You won’t be entitled to any compensation, as the reason for not being able to travel is outside of our control.

If I change my booking and the alternative destination has an outbreak, will I be entitled to my money back?

If you make the informed decision to amend your holiday to an alternative destination and your new destination has an outbreak you will not be entitled to your money back, unless the FCO advises against travel to your alternative destination. In this case if your holiday arrangements are affected, we will get in touch and advise you of your options.

I am worried about travelling because I have visited a country with travel restrictions in the last 14-days

Before you embark on your holiday, you should always check the latest FCO advice for British nationals. Find the latest advice and updates here.

Useful links and more information about Coronavirus

Hays Travel have launched a unique Peace of Mind Guarantee, giving customers the option to book a holiday in store or on line for winter 2020 or spring 2021 with free cancellation or amendments up to six weeks before departure date. Available on selected holidays newly booked to travel from September 2021. For more details click here.

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