Well trained, Lovely & friendly staff. Really helpful in finding the perfect holiday for us. Even little details, like checking different days to see if it a bit cheaper. ( we got 11 days holiday as i... 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
I found a holiday online but would rather book with a travel agent I can talk to. Ruby looked through suppliers and found me a really good deal. She was polite, friendly and extremely helpful. Highly... See more
I’m a returning customer, I’ve been using Ruby for my holidays now for years, she’s been an amazing help and goes above and beyond to meet my families need. 10/10
As always a fabulous team who cannot help enough booked 2 holidays with Leah who went above and beyond to get what we wanted I will never book anywhere else thanks again
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
25 Vine Place, SR1 3NA, Sunderland, United Kingdom
- 0191 5677711
4.9
Excellent
955 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.
A pleasant booking experience
Friendly, approachable and open to suggestion, our contact at Hays Travel made booking our holiday easy and straightforward. She listened carefully to our ideas and came up with a couple of good suggestions. Thank you!
January 27, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you for your lovely review Janet & Stephen! It was a pleasure to book your holiday to Venice I hope you have the most amazing time and I look forward to booking your future holidays. Many Thanks Ruby ☺️
Wonderful
Wonderful, sent an email, got a prompt reply and following day, it was all ready to go…. Marvellous Thank you Melanie
January 21, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you so much for taking the time to leave this feedback, I really appreciate it! Hope you're looking forward to your fab trip, if you need any further help with anything just let me know! Thanks, Mel :D
Ruby was very good in finding the best…
Ruby was very good in finding the best place for us she worked hard thanks you ruby
January 24, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you so much for your lovely review Stephen! It was a pleasure to book your holiday to Egypt I hope you have the most amazing time and I look forward to booking your next one. Many Thanks Ruby ☺️
Great staff
January 22, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you for the lovely review Freda, it was a pleasure booking you! I hope you both have a lovely time in Fuengirola! 😊- Leah
Tenerife Holiday.
We were treated with respect and friendliness by the young lady who knew her job. We were able to book our holiday at a good price. So we were highly satisfied.
January 23, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you for taking the time to leave us some lovely comments. I hope you both have an great time in Tenerife, cant wait to book your next trip. Kind regards Rachel
Ruby was oustanding as usual
Ruby was oustanding as usual , helpful and informative.
Always makes booking a pleasure
January 22, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you so much for your lovely review Teresa! Its always a pleasure to book your holidays I hope you all have an amazing time and I look forward to booking your next one ☺️xx
Reply from Hays Travel - Sunderland Vine Place
Thank you so much for your lovely review Julie! It was a pleasure to book your holiday I hope you have an amazing time and I look forward to booking your next one. Many Thanks Ruby :)
Ruby ⭐️⭐️⭐️⭐️⭐️
Didn’t even enter the store and I received an outstanding service, and my holiday is booked that’s how easy it is!
Ruby is amazing at her job, she’s so patient and there’s never any pressure, I emailed her with all the info she needed and she got back to me with the best packages and a few different options exactly like I asked. I always book my holidays confidently knowing I’ve got the best price as Ruby is that good!
Thank you for another excellent service Ruby, you always go above and beyond 😊
January 20, 2026
Reply from Hays Travel - Sunderland Vine Place
Aww thank you so much for your amazing review Demi! You have made my day!! 🥰It was a pleasure to book your holiday I hope you all have the most magical time in Disneyland I look forward to hearing all about it! Many Thanks Ruby 💕xx
Excellent service from Ruby…
A huge thank you to Ruby she was extremely helpful and sorted our holiday quickly and easily and at a great price
January 16, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you so much for your lovely review Brenda! It was a pleasure to book your holiday I hope you have an amazing time and I look forward to hearing all about it. Many Thanks Ruby :)
Happy customers
We were looking for a cruise within in minutes Maddison had explained different choices etc, she was very knowledgeable. We felt really comfortable & other staff member,s making us a coffee was a nice touch. So now happy customers looking forward to our cruise in August thank you.
January 18, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you so much for your lovely review Mandy! It was a pleasure to get you both booked for the cruise and I'm so pleased we managed to find you something! I look forward to hopefully booking the next one :) Thank you, Maddison
Great experience
Thanks to Ruby who was extremely helpful and used her experience to find me the best deal to meet my holiday requirements.
January 17, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you for taking the time to leave this lovely review Keith! It was a pleasure to book your holiday i hope you have an amazing time and I look forward to booking your next one. Many Thanks Ruby :)
Great customer service fantastic prices…
Great customer service fantastic prices and very helpful
January 9, 2026
Sunderland Hays
Mel from Sunderland Hays was amazing , answered all question from me and made me feel great I have no concerns thank you Mel x
January 14, 2026
Reply from Hays Travel - Sunderland Vine Place
Aw thankyou so much for taking the time to leave this review! I really appreciate it and hope you're still looking forward to your holiday! :D Mel x
Great service as always
January 15, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you for your lovely review Darren! It's always a pleasure to get you booked up and we're looking forward to booking the next! :D Maddison
Long haul flights
We visited the Sunderland branch for long haul flights. Our assistant wss helpful and knowledgeable which made a stressful purchase easier. We can now look forward to our trip. Thank you! Your assistance was much appreciated.
Can definitely recommend. We would use again.
January 13, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you for your lovely review Anne! It was a pleasure to book your flights to New Zealand I hope you have an amazing time and I look forward to hearing all about it. Many Thanks Ruby :)
Helpful informed staff good knowledge…
Helpful informed staff good knowledge and price with discounts
January 10, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you for the lovely review Mel, It was such a pleasure booking your holiday to Mexico and I hope you have a fab time next year! :) - Leah
Reply from Hays Travel - Sunderland Vine Place
Thank you for the lush review Yvonne, it was a pleasure helping you and I hope you have a lovely time! - Leah :)
Very friendly helpful staff
Very friendly helpful staff. Especially Maddison who found the perfect holiday for me and Kim who is sorting out travel money also for me. Great service, great staff.
January 6, 2026
Reply from Hays Travel - Sunderland Vine Place
Thanks for your lovely review Gordon! It was a pleasure to get you booked up and we look forward to hearing about it :) Thanks! Maddison & Kim
Ruby was great
Ruby was great, she listened to our requirements & went away to find the best options.
Nothing at all to do with Ruby as she allowed us to leave the store & called us back when promised but the wait times on calling head office & suppliers were extremely long & hampered her ability to give answers when she wanted too.
January 7, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you for your lovely review Nicola. It was a pleasure to book your holiday to Thailand I hope you have the most amazing time and I look forward to hearing all about it! I will be sure to pass on your feedback on for the call wait times. Many Thanks Ruby :)
I was managed by Rachel at the…
I was managed by Rachel at the Sunderland office (Vine Place). She was so informative and helpful. I will now make sure to book everything through her. she is amazing at her job
January 4, 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you for your lovely comments, it was a pleasure to book your New York trip. I hope you both have a lovely time. I cant wait to help plan your future trips. Thanks Rachel
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.