We haven’t been away for many years and gave our travel advisor a long list of wants and very little budget, something nowhere else had been able to work with. He found us 3 possibly holidays,... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
We visited Lucy at Hays Lancaster several times before we booked our holiday. We changed our minds several times before we finally decided on Benidorm and she was extremely helpful and patient with us... See more
Company replied
I booked my holiday at the Lancaster Store with Tom, what amazing customer service, he listened to all my requests and there was a few...but managed to get exactly what I wanted, nothing was ever too... See more
Company replied
A very pleasant and easy process. Knowledgeable and very helpful staff. A very nice experience. I will definitely use Hays Travel again.
Company details
- Travel Agency
- Cruise Agency
- Cruise Travel Agency
- Cultural Tours Provider
- Currency Exchange Service
- Travel Aggregator
Written by the company
Hays Travel, the UK's largest independent travel agent, brings over 40 years of expertise and customer care to every aspect of your holiday planning. With over 460 branches nationwide, we pride ourselves on providing our customers with tailor-made travel packages, exceptional service, and exclusive deals local to them. Whether you dream of family-friendly resorts, all-inclusive holiday packages, luxury cruises, UK short breaks, or last-minute getaways, Hays Travel is here to bring your dream holiday to life. In addition to popular travel destinations across Europe, we also provide exotic trips to far-off destinations, including Asia, the Caribbean, and beyond. Our dedicated travel agents are passionate about creating the perfect holiday experience for you. As your one-stop travel shop, we offer a wide range of services, from flights, cruise, and hotel bookings to airport parking, travel insurance, attraction tickets, and award-winning foreign exchange services. We partner with trusted suppliers like TUI, P&O Cruises, and Jet2holidays, to ensure top-quality service for all our customers, whilst hand-selecting the best deals that fit your budget and needs. Committed to delivering exceptional value, we also offer free child places and flexible payment options, including interest-free monthly direct debits and low-deposit deals on select holidays. Because everyone deserves to Holiday the Hays Way. Choose Hays Travel today for an unforgettable holiday experience backed by trusted, expert guidance every step of the way.
Contact info
11 Cheapside, LA1 1LY, Lancaster, United Kingdom
- 01524889527
4.9
Excellent
717 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
We managed to get a cruise in the dates…
We managed to get a cruise in the dates we wanted. It just seem to cost us a lot more than it would have done had we booked it ourselves at home .
It seems to be £600 more than the online price I’m disappointed that I didn’t try to book it myself as we went over our budget booking through yourselves.
January 4, 2026
Reply from Hays Travel - Lancaster
Thank you for taking the time to share your feedback. We’re pleased to hear that we were able to secure the cruise on the dates you wanted.
Cruise prices can fluctuate frequently and are influenced by availability, demand, and promotions at the time of booking. The price you paid reflected the live rate available when we secured the reservation, and unfortunately these can change at any time, sometimes even within hours.
We’re sorry to hear that the final cost exceeded your original price range and that this led to disappointment. Our intention is always to be transparent and to help our clients secure the best available option at the time of booking.
We do appreciate your feedback and hope to have the opportunity to assist you again in the future.
Team Lancaster
Hays review
Lucy was lovely. Friendly, efficient and very patient. I am extremely happy with the service. Thanks
January 6, 2026
Reply from Hays Travel - Lancaster
Thank you so much for the lovely review ! It was a pleasure helping you with your trip and hope to help with more in the future.
Lucy
I payed a visit to hays travel …
I payed a visit to hays travel cheapsiide lancaster today to book a holiday in Cyprus and a cruise. When we entered the shop one of the agents asked us what we wanted we explained what we was looking for and was given 2 brochures of the shelf told to have a look through those and book it ourselves on the Internet. However we went to dales travel in kirkby Lonsdale and they were smashing went through loads of holidays until they found what we were looking for glad I spent seven and a half thousand pounds at dales travel highly recommended. Hays travel vary disappointed.
January 5, 2026
Unprompted review
Reply from Hays Travel - Lancaster
Thank you for taking the time to share your feedback with us. We’re very sorry to hear that your experience at our Cheapside branch was not what you expected. This is certainly not the impression we ever wish to give, and we sincerely apologise for the disappointment you felt.
We have spoken with the team, and no one recalls a specific Cyprus and cruise enquiry taking place at the brochure rack. It’s possible there may have been a misunderstanding at the time. Some customers visit us to take brochures away to look through at home, while others are ready to sit down and discuss and book their holiday in store. We would never advise customers to book their holiday online rather than assist them ourselves, and we’re very sorry if this is how the interaction came across.
We’re pleased to hear that you are now all sorted and have been able to book a holiday that suits you. Thank you again for your feedback, which we truly value and will use to help ensure clearer communication and a better experience for all our customers going forward.
Reply from Hays Travel - Lancaster
Hello, Thank you so much for booking with us again, always a pleasure in finding the trips for you to enjoy & for the laughs when you come in store. Look forward to arranging many more.
Very friendly
Very friendly, informative and helpful with things i hadnt even thought of. Options were presented in a simple to understand way, even better options.
December 12, 2025
Reply from Hays Travel - Lancaster
Thank you so much for the wonderful review and comments about your experience in the store with us. We look forward to seeing you again soon. The Lancaster Team.
Reply from Hays Travel - Lancaster
Thank you so much for the 5 star review and wonderful comments. Thank you for booking with us again and we look forward to seeing you soon in the lead up to your holidays. The Lancaster Team
The lady did explain the consequences…
The lady did explain the consequences of what need to pay and needs of what to do when we get the on holiday especially sorting seat on plane plus car parking
November 2, 2025
Reply from Hays Travel - Lancaster
Thank you so much for the 5 star review and wonderful comments. We really appreciate it. The Lancaster Team
A poor experience
Whilst the staff were very pleasant we were given the wrong information for example we were told that hold luggage was included in the price which it was not. We were told that the difference between booking with Hays and the internet was that Hays did "everything for us" we were then told in a later conversation that we had to download an app and sort out flights directly with the airline.
Before our holiday we received a phone call asking us to contact them about the holiday but it was 'nothing to worry about' it turned out that they were trying to sell us currency where as it sounded like there might be a problem with our holiday.Bit of a poor experience really, I doubt whether we will use Hays again. We understand that Hays Travel have a good reputation but that was not our experience.
July 23, 2025
Reply from Hays Travel - Lancaster
Thank you very much for taking the time to share your feedback. We’re really sorry to hear that there were elements of your experience that left you feeling disappointed.
We can see that your booking was made around five months ago and that you travelled around two months ago. We’re sorry that this is the first time you’ve been able to let us know about this, as we always do our best to help resolve any issues as quickly as possible when they arise.
Having reviewed your booking, The information provided by the tour operator does explain that an online account needs to be created with the airline in order to get boarding passes and check in.
Regarding the phone call before your departure, it is part of our usual service to contact customers from around four weeks before travel to check in with them and offer any additional assistance, including foreign currency if required. When leaving a message, we aim to reassure customers that there is nothing to worry about and simply invite them to call us back at a convenient time.
Our manager will give you a call on Monday or Tuesday to discuss this further with you after looking into things in even more detail.
We genuinely appreciate you taking the time to let us know about your experience, as your feedback helps us to improve our service. We’re sorry that we didn’t fully meet your expectations on this occasion.
Hays Travel Lancaster
Excellent service
Logan was very informative, patient with my questions, and able to unscramble tricky flight routes and connections! Looking forward to our trip. Thank you Logan!
December 6, 2025
Reply from Hays Travel - Lancaster
Thank you for this, I hope you have a wonderful time, always appreciated.
- Logan =)
So happy Oz is all booked!
I was worried about booking my flight to Australia next year, as there were so many options and variations online, so I decided to go into town. Claire in Lancaster was great and found me a super flight at a good price. She was really friendly, efficient and reassuring.
November 30, 2025
Reply from Hays Travel - Lancaster
Thank you so much for leaving a 5 star review and amazing comments for Claire. Really amazing to see and thank you for taking the time, to complete the review. We look forward to seeing you soon. The Lancaster Team
I use hays in Lancaster and the team…
I use hays in Lancaster and the team are brilliant
November 26, 2025
Reply from Hays Travel - Lancaster
Thank you so much for the 5 star review and wonderful comments. Most of all thank you for booking with us again, we really appreciate it! Claire, Tom and the Lancaster team
Reply from Hays Travel - Lancaster
Thank you for a lovely review, I hope you have the best time!!
Hays travel Lancaster
Staff were amazing
Staff were amazing, so friendly and helpful. From start to finish they were so professional and couldn't do any more to help. I will definitely be using them again without a doubt!
November 21, 2025
Reply from Hays Travel - Lancaster
Thank you so much for the 5 star review and amazing comments about Claire and the team. It has been amazing to read your comments and it made us smile with the feedback. We are glad that you will be back to us. We look forward to seeing you Soon. The Lancaster Team
Claire sourced and organised our holiday perfectly.
Claire was very welcoming, worked out quickly what we wanted, discussed alternatives, contacted the provider and confirmed all that we wanted in a very speedy manner. We'd booked our complicated travel holiday inside 40 mins. Perfect.
November 22, 2025
Reply from Hays Travel - Lancaster
Thank you so much for this great review Claire will be thrilled to hear this!
From all of us at Hays Travel Lancaster
We knew which cruise we wanted to book…
We knew which cruise we wanted to book and Cadence? completed the whole arrangements in less than 20 mins, very satisfied and she will assist with final documentation.Overall great service!!!
November 13, 2025
Reply from Hays Travel - Lancaster
Thank you for a 5 star review, We are glad you had great service and appreciate you booking with us, See you soon,
Cadence, Hays travel Lancaster
Very helpful staff
Very helpful staff! We weren’t sure where we wanted to go on holiday next year. Once we had given the young lady a rough idea of what we wanted she was quickly able to find us something
November 9, 2025
Reply from Hays Travel - Lancaster
Thank you so much for your lovely review ! I hope you have a great holiday and hope to help with more in the future.
Lucy
Always great service We have used Hays Travel in Lancaster…
We have used Hays Travel in Lancaster several times now, and have always received excellent service. The staff are friendly and went above and beyond to find exactly what we wanted within a tight budget last time.
Hays take the stress and frustration out of booking a holiday.
We will be using Hays again and would highly recommend them to anyone.
July 29, 2025
Reply from Hays Travel - Lancaster
Thank you for your amazing review we always love hearing positive feedback especially from returning customers.
Hays Travel Lancaster =)
Helpful and happy staff
October 31, 2025
Reply from Hays Travel - Lancaster
Thank you for the 5* review & lovely comments. Was a pleasure in arranging your trip away & look forward to many more. Tom
The lady who dealt with my booking was…
The lady who dealt with my booking was extremely helpful and professional
October 23, 2025
Reply from Hays Travel - Lancaster
Thank you so much for your kind words! We’re delighted to hear that our team member provided helpful and professional service during your booking experience. We truly appreciate your feedback and look forward to welcoming you again soon.
Best regards,Hays Travel Lancaster
Reply from Hays Travel - Lancaster
Hello, thank you so much for booking with us. Was an absolute pleasure in arranging this for you and look forward to hearing all about the cruise when your back.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.