Kind-hearted travel firm offers 100% holiday refund if customers cancel because of Covid

As holidaymakers prepare to jet off abroad this summer, it’s natural that many will have reservations.

Travel experts have warned that flights may be moved or cancelled at the last moment if government restrictions change.

And localised outbreaks in your area or abroad could see holidaymakers forced to stay at home.



Countries have begun to loosen travel restrictions

It’s important that all travellers are aware of their refund options, in case they’re needed.

Most holidaymakers aren’t entitled to a refund on their holiday if they choose not to go and it’s still going ahead, otherwise known as a disinclination to travel.

But one travel company has guaranteed a full refund on some holidays for their customers.

Hays Travel hit the headlines after taking over 550 Thomas Cook stores when the tour operator collapsed.

Married founders John Hays and wife Irene were hailed ‘heroes of the high street’ after saving thousands of jobs which would have been axed otherwise.

In 2016, Mr Hays was awarded the Freedom of the City award by Sunderland Council in 2016.

Shortly after, the couple gave every staff member a £100 bonus for each year of service with the company.



Irene Hays and John Hays have been praised over their no-quibble refund policy

In an appearance on This Morning, they spoke to Holly Willoughby about what they’ve been doing to reassure their customers.

Asked by Holly about the “incredible” policy, co-owner Irene said they wanted to give customers peace of mind.

She said: “We took the decision at the end of March that we really needed to do something.

“There are two things our customers are concerned about.



Countries such as Spain are welcoming Brits back

“First one is the health and safety and the second is the financial security so what we decided to do was introduce a peace of mind guarantee on selected holidays.

“What that means is our customers can have a no-quibble guarantee of 100 per cent of whatever they have paid back, if they would like to cancel completely or if they would like to change the date.

“As long as they let us know six weeks before they are due to travel.

“That’s just been a really helpful reassurance for people and it has gone down very, very well.”

John added: “We’re fairly sizeable and we negotiated with selected airlines, quite a lot of the big airlines, to work with us to offer this guarantee.”

The travel firm has seen a spike in bookings as travellers look to enjoy a holiday abroad this summer.

Irene said: “We’re definitely feeling more optimistic.

“The number of enquiries and bookings have increased day on day and we’ve had a real surge.”

And loyal customers who had their holidays cancelled are now rebooking with the firm.

John said: “People were really disappointed that they couldn’t get that holiday.

“Now it appears that it’s going to be reopen they are coming back which is great.”

source.



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