Hays Travel - Taunton Reviews 

My husband and I booked our 3-week honeymoon through Hays Travel after initially considering another travel agency in Taunton. We ultimately chose Hays because of the excellent service we received from Paige, who was professional, responsive. Based on that experience, we paid our deposit and later settled the remaining balance.
Unfortunately, everything changed once full payment had been made.
One month before our honeymoon, we visited the Taunton branch to confirm details and ask a few questions. The first staff member we spoke to seemed far more interested in discussing travel money products than our holiday itself. Once I explained that I already had a global money account and some US dollars, her interest disappeared immediately, and we were passed to another colleague, Lewis, because he could supposedly “deal with us better.” By that point, Paige had left the company, so we had no opportunity to speak with the person who had organised our trip.
From the beginning of that appointment, we were made to feel like an inconvenience. We were told we had come in “far too early,” despite the fact that we later discovered serious issues with our booking that were never resolved. The paperwork provided by Hays Travel was vague, so naturally we wanted clarification on important details such as hotel amenities, Wi-Fi, gym access, flight information, and lagguage options across the seven flights they had booked for us with four different airlines. Almost every response we received was simply, “Have you checked the website?” despite us explaining that the information provided by Hays was unclear and incomplete.
I also asked about flight check-ins. My only previous experience booking through a travel agent was with TUI, where everything had been handled for us, so I wanted clarification on the process. Instead of receiving a helpful explanation, I was told I needed to start “taking accountability.” The issue was never that we expected someone else to click a button for us — it was the dismissive and patronising way this was communicated. A simple explanation that the airlines only allow check-in 24 hours before departure would have been perfectly acceptable.
We had also booked three excursions through Hays: Niagara Falls, Grand Canyon, and Alcatraz. Once again, the information provided was vague and incomplete. After being told to “go home and check the paperwork,” I later emailed to ask for clarification regarding confirmations and transport arrangements for Niagara Falls, which we had specifically requested when booking.
A few days later, Lewis informed me by phone that transport was not included and suggested we simply use an Uber for a 90-minute journey. The alternative offered was private transport costing an additional £333. This was particularly frustrating because we had previously been told — and I could prove via email — that transport had been included in the package price we had already paid.
At that point, both Lewis and I agreed the matter needed escalating to management.
After repeated chasing on my part, the branch manager eventually contacted me and admitted that Hays Travel had incorrectly informed us that transport was included. However, despite acknowledging responsibility, the situation dragged on for weeks with no resolution. I was repeatedly promised callbacks that never happened unless I called first to chase for updates myself.
Each time I spoke to the manager, I was told they were “waiting to hear back” from the USA tour operator and trying to escalate the issue further. This continued right up until the day before our honeymoon.
My only request throughout this process was simple: since Hays Travel had accepted responsibility for the mistake, they should arrange the transport so we would not have the added stress of sorting it ourselves immediately before travelling. Instead, the final “solution” offered the day before departure was simply advice on which public bus we could book ourselves. The issue was never whether we were capable of booking a bus; it was the complete lack of ownership, customer care, and urgency shown throughout the situation.
What was especially disappointing was the manager’s response at the end of the call. She assured me this “would not happen next time” and that we would be “treated better next time,” seemingly surprised when I explained there would absolutely not be a next time. She also appeared unaware of my previous complaints regarding how I had been spoken to by her staff, despite me having already raised to her previously. Overall, this experience left us feeling that once the full payment had been received, customer service and support completely disappeared.

Great service, great team, no complaints.

The assistant was friendly, helpful and patient

Amazing customer service as always! Nadine booked me the perfect family holiday which was stress free!

Always a pleasure dealing with the lovely ladies at Branch. Nothing is ever to much trouble

The staff very knowledgeable.
Answered all our questions.
Easy booking process.

You have lost some great adviser's recently so the new staff we feel are not up to their standard yet. Suggest that you try to keep good adviser's

Emily listened to my travel needs and sorted them out quickly

Really great service, found us a lovely holiday

My daughter and I made a snap decision to book a holiday. Once in the shop we were treated wonderfully. We were listened to at all times, made to feel we were in control of all our choices.
It was a truly relaxed and wonderful experience.
Thank you Hays Travel.

I saw a holiday advertised, I called up got a quote back when advised I would, Nadine made the booking and I had complete confidence that I was getting what I was asking for throughout😁Very happy and looking forward to our trip in July. Thanks Nadine.

Very friendly professional advice

The assistant was very helpful in giving options and opinions which put ne at ease. Made the experience smooth and effortlessly. Will be back again

I have booked with Hays Taunton for the last few years , even though I live in Exeter .
I find them to be very pleasant, professional, patient, I tell them my requirements and leave them to it , then they email me back with fab choices.
The booking process is stress free , and they’re always available to answer any questions.
Will be booking my next holiday with them for sure .
Well done Emily for your attentive service for my recent booking

Very polite and efficient staff member did everything for us

Whent to get my tickets the staff member there Lewis has been spot on and holly also there so good they sorted every thing out start to finish 100% completely faultless highly recommend better than Tui .

A nice welcome and professional service. All aspects of the package relayed and left feeling excited

Staff were very helpfull very good sevice towards our travel