Hays Travel - 1 Direct Booking Centre Reviews 

Have used Hays for many holidays to date and have always been quick to praise highly in reviews. Sadly, poor experience this trip to Malaga has left me regretting the fact I have another holiday booked through them later this year and seriously considering if I'd ever use them again.
Upon arrival at Malaga airport there was no transport to hotel that Hays had sold me as part of a package. This meant I wasted an hour late in the day trying to track down a non existant coach. The supplier that Hays told me would be providing transport had no record of my reference number and despite numerous, lengthy calls to his Boss, the rep at airport was unable to help. Ended up getting private taxi to our hotel as sourced and funded by myself at that late time after a long afternoon travelling. On route to hotel, I emailled Hays to advise of the issue. Hays responded promptly insisting i had transfers included. I advised again that the company they had promised me a transfer from had no knowledge of me/the transfer. I asked Hays if they could make enquiries and ensure my return transfer a few days later was in place.I told them I didn't want the hassle of sorting this out any longer. Instead, Hays supplied a telephone number for me to call myself to speak to "local rep". I again informed Hays that this had all been done via rep at airport and the transfer company had no record of me. Frustrated as I simply wanted to start enjoying the holiday I had paid Hays for I gave up asking for their help when they said "they [transfer company] will send you a text 72 hrs before departure to confirm transfer." Knowing there was no record of my transfer on the Malaga side, i wasnt confident this would ever be the case. A few days later I was again in position of organising a private taxi back to the airport, at my own cost. Of course, transfer company hadn't been in touch- as I'd told Hays would be the case.
Whilst I was away Hays had indicated in email that the cost of my taxis "would be sorted upon return". Strangely, I'm back now and not getting any response from Hays on same email??? Check your inbox please Hays...I'm a longstanding customer who feels like she's had extremely poor customer service not to mention unnecessary stress on a short break.

Update: still no recognition of my complaint from Hays. Only contact is from reply to this review. Would the FCA get a better response?

They never let us down going all out to fet us best deals always happy to help friendly

Dylan made booking so easy, he went above and beyond and even got a better deal for us then we expected for only a few pound more we were beach front which was amazing. Hotel and staff were amazing. Thanks so much will defo book again xx

The customer rep was veryhelpful .we booked seats on the plane but cannot see them on the booking

Hayes Travel's reply was totally inaccurate. Hayes Travel start being truthful. Nothing to do with Jet 2.

Reply from Hays Travel

12 minutes ago
The price was from Alfa travel and the price was for this August and unfortunately they advised all the single rooms had gone. The other issue was sorted instore and was a hotel name was wrong on the Jet2 system.

Really lovely guy who helped me book our holiday. Phillip was very patient and gave us lots of options.

Will definitely use them again 😄

Takes the hassle of trawling the internet away , friendly , helpful and enthusiastic young lady called Charley booked our holiday

Efficient personal service and friendly staff, plus an easy booking process. Very satisfied.

Sometimes I hate making speculative contact with travel agents because of the hard sell, but Sarah was brilliant - she listened to what I wanted and gave great advice. I didn’t feel under pressure to make a decision. She was friendly and knowledgeable and had lots of great tips.

Judith was amazing she went above and beyond to get the holiday booked for us. She even stayed after finish time. Excellent service.

We thoroughly enjoyed our holiday Everything went smoothly, with no hitches. From the boking process through to our trip home the service we received was excellent. We would thoroughly recommend Hays Travel to anyone wishing to book a holiday

Nadine was excellent in finding us exactly what we wanted.

Trust has been their core mandate, which is very awesome.

Joanne was brilliant from start to finish.
She listened to my queries and answered them all.
This is our first booking with Hays Travel and so far I am very impressed with the service.
Thank you 😊

Sally Mcdonald went above and beyond to make sure my daughter and my needs where met. Being disabled we both have a requirement that bathrooms have walk in showers. The hotels have lifts etc. She even went as far a making sure we had our transfers in place. Will definaty be booking with you again. No question asked was left unanswered.

booking easy friendly staff service great

Everything went smoothly, staff were very helpful and friendly. Looking forward to my holiday.

Helpful, pleasant staff, didn't feel like I was getting a big sales pitch at all.