This is my third holiday booked with Rachael at Hays Travel, I will now never book through anyone else. Racheal is so helpful, quick in responding to all my emails, nothing is ever too much trouble,... See more
Company replied
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
Rachael was incredibly helpful, even taking time out on the weekend to call me out of working hours. She found exactly what we were looking for and went out of her way to find alternative flight optio... See more
Company replied
Rachael, our independent travel agent, was excellent. She guided us in the best place to stay in New York and really listened to our needs and accommodated us perfectly. She even arranged our attracti... See more
Company replied
Ii struggle with things online, so would never have attempted to book this holiday on my own, Rachael has been a real star, sorted it all out for us, always there when I contacted her, which was quite... See more
Company replied
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
Personal Travel Consultant - Rachael Russell, NR31, Gorleston, United Kingdom
- 1493886764
4.6
Excellent
27 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.
Excellent service
Excellent service, good communication and very helpful. Racheal was very good answered all my questions and printed out luggage labels. Would definitely recommend.
September 30, 2025
Reply from Hays Travel - Rachael Russell
Thank you so much for your lovely review! I’m so pleased to hear you were happy with the service, it was a real pleasure helping you get everything sorted. I really appreciate the recommendation and look forward to helping you again with your next getaway.
Highly recommend
This is my third holiday booked with Rachael at Hays Travel, I will now never book through anyone else. Racheal is so helpful, quick in responding to all my emails, nothing is ever too much trouble, finding dates at cheaper rates, flights which would be cheaper etc. Checking us in when needed and printing all our documents and posting to us so i had them at hand for the airport.
I highly recommend Rachael and Hays travel
September 14, 2025
Reply from Hays Travel - Rachael Russell
Thank you so much for your amazing review! It truly means the world to me that you’ve chosen to book with me again and again. I always want your holiday planning to feel easy and stress-free, so I’m thrilled to hear you’ve felt well looked after. It’s always a pleasure helping you find the best options, get everything organised, and make sure you feel ready for your trip.
I can’t wait to help plan your next adventure, thank you again for your loyalty and lovely words!
Rachel is a delight to deal with again…
Rachel is a delight to deal with again nothing is to much trouble, swapping fares and even hotels was not a problem.
If you want to take the stress out of booking a trip away look no further !
We have now used Rachel multiply times to book city breaks !
June 11, 2025
Reply from Hays Travel - Rachael Russell
Thank you so much for taking the time to leave this lovely review. I’m so pleased to hear that you’ve been happy with the service and that I’ve been able to make the process of booking your trips that little bit easier and more enjoyable. It’s always a pleasure to help arrange your city breaks, and I truly appreciate your continued trust and support. I look forward to helping you plan many more adventures in the future!
Reply from Hays Travel - Rachael Russell
Thank you so much! 😊 I'm so glad I could help—it's always a pleasure to find the perfect holiday for you! I really appreciate your kind words and look forward to helping with your next adventure! 💙✨
Rachael was incredibly helpful
Rachael was incredibly helpful, even taking time out on the weekend to call me out of working hours. She found exactly what we were looking for and went out of her way to find alternative flight options when I wasn't sure on the times. She was delighted to talk with and overall the process was simple and effortless.
March 2, 2025
Reply from Hays Travel - Rachael Russell
Thank you so much for your lovely review! It was my pleasure to help find the perfect trip for you, and I’m so glad you found the process effortless. I really appreciate your kind words and hope you have the most amazing holiday!
Great experience!
This is the second time we have used Rachael to find our family holiday. She came back to me within a couple of days with several options and each one ticked the boxes. Thank you Rachael for making the whole process seamless and for finding us another perfect holiday!
February 6, 2025
Reply from Hays Travel - Rachael Russell
Thank you so much for your lovely review! 😊 I’m so pleased I could help you find another perfect holiday for your family. It’s always a pleasure working with you, and I’m thrilled the options I sent ticked all the boxes. Have the most amazing time away – I can’t wait to help you plan your next adventure! ✈️🌴✨
Great service no issues
January 31, 2025
Reply from Hays Travel - Rachael Russell
Thank you so much for taking the time to leave a review. I'm delighted to hear you had a great experience with no issues.
Great experience booking with Rachael…
Great experience booking with Rachael from Hays Travel!!
2nd holiday we booked and can't stress enough the helpful, efficient and professional service she provides, taking all the stress out of booking and always on hand to answer any questions. Will definitely book our holidays to come through Rachael at Hays Travel. :)
November 29, 2024
Reply from Hays Travel - Rachael Russell
Thank you so much for your lovely review! It’s been an absolute pleasure helping you book your holidays, and I’m thrilled to hear you’ve had such a great experience. Knowing I’ve made the process stress-free for you means the world to me! I can’t wait to help you plan your next adventure :)
Rachael was so helpful again helping us…
Rachael was so helpful again helping us find the right holiday to suit us, even though I’m fussy she kept sending new places to look at, gave me her honest opinion and yet again was so efficient, have recommended her to other people because she just makes booking holidays so easy!! Thank you 🥰
October 14, 2024
Reply from Hays Travel - Rachael Russell
Thank you so much for your lovely review! 🥰 It was my pleasure to help you find the perfect holiday, and I'm so glad we found something that suits you! I understand how important it is to find the right fit, so I'm always happy to keep exploring options until it's just right. 😊 Your kind recommendation means the world to me, and I’m thrilled to have made booking your holidays easier! Can’t wait to help with your next adventure! ✈️🌍 Thanks again! 💙
Very efficient
Very efficient, helped and looking for everything I wanted for our holiday, any questions asked she was able to answer for me. Absolutely brilliant
July 4, 2024
Really helpful
Really helpful, very friendly and highly recommended.
Returning customer and will continue to use Rachael Russell for our holiday bookings.
June 17, 2024
Reply from Hays Travel - Rachael Russell
Thank you so much for your kind words! 😊 It’s always a pleasure to assist you with your holiday bookings, and I look forward to helping you plan many more memorable trips in the future.
Rachael was super helpful
Rachael was super helpful, and guided me very well throughout the process. Thank you for all your help.
June 4, 2024
Reply from Hays Travel - Rachael Russell
Thank you so much for your kind words! I'm thrilled to hear you had a great experience. Looking forward to serving you again!
Rachael, independent travel agent
Rachael, our independent travel agent, was excellent. She guided us in the best place to stay in New York and really listened to our needs and accommodated us perfectly. She even arranged our attraction passes. I am very impressed with the service from both Rachael and hays. Will definitely be using her again.
May 5, 2024
Reply from Hays Travel - Rachael Russell
I'm grateful for your kind words and your trust in me. I can't wait to assist you with your future travel plans and provide you with more great experiences. Please don't hesitate to reach out when you're ready for your next adventure!
Reply from Hays Travel - Rachael Russell
Thank you so much for your positive review! I'm delighted to hear that you had an excellent experience with our communication.
Rachael was amazing in finding holidays…
Rachael was amazing in finding holidays to fit the criteria given, communication was excellent and she was really friendly and helpful.
April 20, 2024
Reply from Hays Travel - Rachael Russell
Thank you so much for your fantastic review! I truly appreciate your feedback and look forward to assisting you with your future travel plans.
Rachael helped find exactly what I was…
Rachael helped find exactly what I was looking for, she was super friendly, patient and helpful. I will be recommending her to everyone I know! Thank you
November 7, 2023
Reply from Hays Travel - Rachael Russell
Thank you so much for your fantastic review! We're thrilled to hear that Rachael provided such excellent service and that she helped you find exactly what you were looking for. Rachael is known for her friendliness, patience, and helpfulness, and we're so glad that she could assist you with your travel plans.
Your recommendation means a lot to us, and we truly appreciate your kind words. If you ever need assistance again or have friends or family looking for travel advice, please don't hesitate to reach out. We look forward to helping you again in the future!
Ii struggle with things online
Ii struggle with things online, so would never have attempted to book this holiday on my own, Rachael has been a real star, sorted it all out for us, always there when I contacted her, which was quite a lot!! Very helpful every time, so a big thankyou Rachael & Hays travel.
October 22, 2023
Reply from Hays Travel - Rachael Russell
Thank you so much for taking the time to leave a review. I’m so pleased we found the perfect option for you both :)
The consultant took time to understand
The consultant (Rachael) took time to understand what I was looking for and to a price point. Excellent options given with various Cities and experiences
July 17, 2023
Fantastic service
Really helpful and patient with all the changes and questions and a great price. Couldn’t have asked for more.
July 12, 2023
Reply from Hays Travel - Rachael Russell
Thank you so much for taking the time to leave a review. It was a pleasure to help put the package together for you :)
Rachael provided answers to my…
Rachael provided answers to my questions very quickly and was incredibly lovely and helpful
May 12, 2023
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.