Great service from Rachael. She chatted on line and sent me several quotes. When I rang with a question she called me back. I was happy to go ahead and she was professional and patient over the phone.... See more
Company replied
Location
Switch locationHays Travel, Ground Floor Gilbridge House, Keel Square, SR13HA Sunderland, GB
•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
Researching & booking another cruise with help from Becky Yuen. Every time we contact we get the information we need to go ahead & book but there's no pressure if it isn't what we want. From booking t... See more
Company replied
Staff have excellent product knowledge and are extremely helpful. They dont rush you to book. They obviously work well as a team because contact with different team members is seamless. They also do... See more
Company replied
Lyn was friend friendly and you could sense the genuine want to help and get the best deal! She found us different quotes for different cruise room options and dates very quickly and explained all de... 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
Hays Travel, Ground Floor Gilbridge House, Keel Square, SR13HA, Sunderland, United Kingdom
- 03330339985
4.9
Excellent
3K 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.
Your in good hands
Firstly, it was a joy to talk and arrange our cruise with Ella. She helped make the booking so very simple with expert advice and alternatives to choose from. We are now looking forward to our Princess cruise. Thanks to Ella and Hays Travel
July 15, 2026
Reply from Hays Travel - Specialist Cruise Centre
Thank you so much for your wonderful feedback! I really appreciate your kind words and hope you have an amazing time on your Princess cruise. Ella
Reply from Hays Travel - Specialist Cruise Centre
Thank you so much for your wonderful 5-star review! Your kind words are truly appreciated. Tim
Hannah was very helpful and patient…
Hannah was very helpful and patient with me as it was my first time booking a cruise, she explained everything to me and told me things I didn't know, so I was very pleased.
July 15, 2026
Reply from Hays Travel - Specialist Cruise Centre
Thank you for your wonderful comments and sharing your positive feedback! I am so pleased to hear that I provided such helpful and patient service for your first cruise booking. Hannah
Hannah was extremely helpful and…
Hannah was extremely helpful and thorough throughout the whole booking process. She answered all the questions I had, went out of her way to discuss cabin options with me so we could select the ‘right’ one and has been on hand since for further queries and came back straight away. Great experience and excited for our first cruise!
July 10, 2026
Reply from Hays Travel - Specialist Cruise Centre
Vanessa Brooks,
Thank you for your fantastic 5-star review! We are so pleased to hear that our colleague provided such thorough and helpful service, ensuring you found the perfect cabin. We hope you have an amazing first cruise!
Kind Regards
Hays Travel
Very quholick and easy to book I was well…
Very quick and easy to book I was well impressed with the service 👏
July 14, 2026
Reply from Hays Travel - Specialist Cruise Centre
Thank you for your 5* review. We hope you enjoy your cruise on board Ambience. Kind regards Michelle.
Reply from Hays Travel - Specialist Cruise Centre
Thankyou for the 5* review, it was my pleasure booking your cruise for you.
Regards
Michaela
Hannah answered all our queries in a…
Hannah answered all our queries in a friendly and helpful manner.
July 12, 2026
Reply from Hays Travel - Specialist Cruise Centre
Emma,
Thank you so much for your wonderful 5-star review! We are so pleased to hear that I was friendly and helpful in answering all your questions. Enjoy Iona
Kind Regards
Hannah
usual speedy and efficient Hays service.
Used a few times before, speedy service and booking soon arranged. Follow up check by agent to ensure all was well.
July 13, 2026
Reply from Hays Travel - Specialist Cruise Centre
RB of Warwickshire,
Thank you for your wonderful feedback! We are so pleased to hear that you experienced speedy service and that our agent followed up to ensure everything was to your satisfaction.
Kind Regards
Hays Travel
The telephone booking went smoothly
The telephone booking went smoothly. The operator was efficient, helpful and personable.
July 5, 2026
Reply from Hays Travel - Specialist Cruise Centre
Thank you for your wonderful review! I am so pleased to hear that your telephone booking experience with me was smooth, Your kind words are greatly appreciated!, Kind Regards, Polly
Access to Medical Endorsement file.
I have been trying to access my medical endorsement account (£722.00 paid) but every time i try to access it (HAYGBA800001271) I am told i will be sent a verification code to approve access. The codes are sent by e-mail but are valid only for 5 minutes. So far every time I have asked for a code(and also resend code), it takes at least 6 minutes to receive the code. Suggestions? I have tried telephoning 0800 098 3585 but it is always busy. Suggestions? Nick Sills.
July 11, 2026
Reply from Hays Travel - Specialist Cruise Centre
Nick Sills,
We appreciate you sharing your experience regarding the verification code delays and difficulty reaching us by phone. We understand how frustrating it is when you cannot access your account, especially with time-sensitive codes. We are actively looking into the reported issues with code delivery times and phone line availability to improve our service. Your feedback is invaluable as we work to enhance our systems for a smoother experience. I am glad we have got your log in details sorted with Rush insurance.
Kind Regards
Amanda
Danielle was so reassuring and helpful…
Danielle was so reassuring and helpful when booking our cruise. When I went to go ahead and book she called me outside of her working hours to make sure this was done. Excellent service and very friendly
July 11, 2026
Reply from Hays Travel - Specialist Cruise Centre
Thank you for your wonderful feedback Sam! I am so pleased to hear that you had such a positive experience and received excellent service. I appreciate your kind words. Kind Regards, Danielle
Tim is very knowledgeable
Tim is very knowledgeable, helpful and makes the booking process so easy. A real pleasure to deal with.
July 10, 2026
Reply from Hays Travel - Specialist Cruise Centre
Thank you for your wonderful feedback Michael! It was my pleasure to help you as always, Kind Regards, Tim
Jack was very helpful
Jack was very helpful. Took time to answer my query and book the trip.
July 10, 2026
Reply from Hays Travel - Specialist Cruise Centre
Thank you for your excellent feedback. I was my pleasure assisting you with your query and booking your trip. Kind regards, Jack
Chelsey was fabulous a real…
Chelsey was fabulous a real understanding of my needs and with commitment to ensure my holiday was matched with what I was looking for
July 1, 2026
Reply from Hays Travel - Specialist Cruise Centre
Thank you for your wonderful feedback! I am so pleased to hear that I was able to find the perfect holiday for you. I appreciate your kind words. Chelsea
Cruise 2028
Very easy to book the cruise with a good price and extra bonus of paying in installments. Staff very friendly and knowledgeable. This is our second booking with Hays Travel and would thoroughly recommend them.
June 27, 2026
Reply from Hays Travel - Specialist Cruise Centre
dave tidbury,
Thank you for your wonderful feedback! We are so pleased to hear that booking your cruise was easy and that you found me friendly and knowledgeable. We appreciate your continued recommendation.
Kind Regards
Jack
The whole process was made very easy…
The whole process was made very easy from the outset and went through very smoothly.
No pressure applied to come to any decision.
July 9, 2026
Reply from Hays Travel - Specialist Cruise Centre
Glyn Gatland,
Thank you for your wonderful feedback! We are so pleased to hear that the process was easy and smooth for you, and that you felt no pressure.
Kind Regards
Rachael
Amazing service…
Shelley was absolutely amazing both on the chat and over the telephone. She helped me book my dream cruise.
July 7, 2026
Reply from Hays Travel - Specialist Cruise Centre
Sandra Cooke,
Thank you for your wonderful feedback! We are so pleased to hear that you had such a positive experience and that we could help you book your dream cruise.
Kind Regards
Shelley
The lady I spoke to was very helpful…
The lady I spoke to was very helpful and answered all my questions.
July 7, 2026
Reply from Hays Travel - Specialist Cruise Centre
Thank you for your kind comments and 5* review, have a wonderful cruise. Polly
Excellent customer service.
The customer service agent was extreamly knowledgeable and very helpful for all questions I asked and I got the answers I needed. I would highly reccomend hays travel insurance have now used them a few times.
June 30, 2026
Reply from Hays Travel - Specialist Cruise Centre
Natasha Baynham,
Thank you for your wonderful review! We are so pleased to hear that our team was extremely knowledgeable and helpful, providing all the answers you needed. It's great to know you would highly recommend us.
Kind Regards
Hays Cruise Call Centre
Courtenay was extremely helpful in her…
Courtenay was extremely helpful in her explanations mm. The booking was straight forward and a very pleasant experience. Thank you.
July 7, 2026
Reply from Hays Travel - Specialist Cruise Centre
CAROLYN NEALE,
Thank you for your wonderful feedback! We are so pleased to hear that your booking experience was straightforward and pleasant.
Kind Regards
Courtenay
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.