Some Britons can now get their money back if they change their mind about holidays

Britons who are concerned about travel after the coronavirus pandemic have been offered a lifeline opportunity by travel firm Hays Travel. 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.


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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.

Speaking exclusively to, John Hays, who co-owns the Sunderland-based business with his wife Irene, explained how the guarantee will benefit customers.

“We’ve negotiated with some of the biggest airlines, including British Airways, KLM and Emirates so that customers travelling to Europe as well as to places like the Caribbean and Bali can get a full refund,” said Mr Hays.

“We realised our customers were concerned about two things: health and safety, and financial security.

“We knew we needed to do something to reassure our customers, which is where our Peace of Mind Guarantee came from.”

“Where we can, we’re offering 100 percent refunds to customers who want to cancel their holiday completely, or they can change the date, so long as they let us know six weeks before their departure date.

“This has really helped our customers.”

Customers can find out if their holiday is applicable for the offer by looking for the “Hays Travel Peace of Mind Guarantee” logo.

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Speaking on ITV’s This Morning, Mrs Hays said: “There are two things our customers are concerned about.

“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.

“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.

“As long as they let us know six weeks before they are due to travel.”


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Hays Travel already think this new confidence boost is being well received by customers, reportedly seeing web traffic boom in the last month alone.

Holiday departures with the firm are due to restart from July 16.

Hays made headlines last year when it took on a number of Thomas Cook shops, saving hundreds of jobs, after the firm went into administration.

Following the sudden closure of Thomas Cook, Hays took on 555 stores across the country.

Speaking in October, Mr Hays explained they worked by combining the traditional high street travel agent experience with the new online world.

“The difference with us between most high street travel agents is that we embrace the internet, and two out of three of our customers have engaged with us digitally before booking,” he said.

He added that Hays Travel prioritises the use of social media when communicating with customers.

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