CALL OUR EXPERTS ON 0808 302 4500 DESTINATIONS HOLIDAY TYPES HOLIDAY EXTRAS CRUISE HOLIDAYS FARAWAY HOLIDAYS COVID ADVICE MY BOOKING PACKAGE RIGHTS Key rights under The Package Travel and Linked Travel Arrangements Regulations 2018 Travellers will receive all essential information about the package before concluding the package travel contract. There is always at least one trader who is liable for the proper performance of all the travel services included in the contract. Travellers are given an emergency telephone number or details of a contact point where they can get in touch with the organiser or the travel agent. Travellers may transfer the package to another person, on reasonable notice and possibly subject to additional costs. The price of the package may only be increased if specific costs rise (for instance, fuel prices) and if expressly provided for in the contract, and in any event not later than 20 days before the start of the package. If the price increase exceeds 8% of the price of the package, the traveller may terminate the contract. If the organiser reserves the right to a price increase, the traveller has a right to a price reduction if there is a decrease in the relevant costs. Travellers may terminate the contract without paying any termination fee and get a full refund of any payments if any of the essential elements of the package, other than the price, are changed significantly. If before the start of the package the trader responsible for the package cancels the package, travellers are entitled to a refund and compensation where appropriate. Travellers may terminate the contract without paying any termination fee before the start of the package in the event of exceptional circumstances, for instance if there are serious security problems at the destination which are likely to affect the package. Additionally, travellers may at any time before the start of the package terminate the contract in return for an appropriate and justifiable termination fee. If, after the start of the package, significant elements of the package cannot be provided as agreed, suitable alternative arrangements will have to be offered to the traveller at no extra cost. Travellers may terminate the contract without paying any termination fee, where services are not performed in accordance with the contract and this substantially affects the performance of the package and the organiser fails to remedy the problem. Travellers are also entitled to a price reduction and/or compensation for damages where the travel services are not performed or are improperly performed. The organiser has to provide assistance if the traveller is in difficulty. If the organiser or the retailer becomes insolvent, payments will be refunded. If the organiser or, where applicable, the retailer, becomes insolvent after the start of the package and if transport is included in the package, repatriation of the travellers is secured. Hays Travel Limited and Hays Tour Operating Limited have taken out insolvency protection with the Civil Aviation Authority (“CAA”) (the entity in charge of the insolvency protection for flight packages) and the Association of British Travel Agents (“ABTA”) (the entity in charge of the insolvency protection for non-flight packages). Travellers may contact the CAA (Gatwick Airport South, West Sussex, RH6 0YR, telephone 0333 103 6350, email claims@caa.co.uk), ABTA (30 Park Street, London SE1 9EQ, 020 3117 0500, www.abta.co.uk), or, where applicable, the competent authority, if services are denied because of Hays Travel Limited or Hays Tour Operating Limited’s insolvency. Average Customer Rating: 4.9/5 Independent Service Rating based on 37722 verified reviews.Read all reviews excellent and informative service excellent service and very informative. Mr HALL - November 25, 2021 Always a good experience booking with Hays Travel The service we received from Hays Travel Hedge End was fantastic as usual. We always ask for Natalie to do our requests because she always gives us a very good service. No matter how complicated our booking is, she always comes up with the best options which saves us so much time if we were to do it ourselves. She makes booking a cruise so much easier. That is why we always go to her for her professionalism, friendliness and helpfulness. Mr Roylance - November 25, 2021 Professionally assured service - generated customer confidence. The Pocklington Office were professionally helpful and knowledgeable from original enquiry and browsing of options all the way through to booking a firm holiday; all our questions were answered fully, and options well explained. It was a joy to book there and we felt very assured by the whole experience. Joy - November 25, 2021 Professionally assured service - generated customer confidence. The Pocklington Office were professionally helpful and knowledgeable from original enquiry and browsing of options all the way through to booking a firm holiday; all our questions were answered fully, and options well explained. It was a joy to book there and we felt very assured by the whole experience. Joy - November 25, 2021 GET EXCLUSIVE OFFERS AND MUCH MORE Sign up to our emails today... SIGN UP Top destinations Greece New York Turkey Lapland Tenerife Benidorm Lanzarote Customer services Customer reviews FAQs About us Contact us Booking Conditions Package Rights Privacy notice Financial protection More from Hays Travel Careers Hays Travel Foundation Business Travel Blog © 2021 Hays Travel Limited. Registered Office: Gilbridge House, Keel Square, Sunderland, Tyne and Wear SR1 3HA FIND A BRANCH 0808 302 4500 By clicking “Accept All Cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. Cookies Settings Accept All Cookies