Introduction to Hays Travel

Hays Travel is a premier travel agency headquartered in Sunderland, United Kingdom, with a robust presence across the UK. Established in 1980 by John Hays, the company has grown into one of the largest independent travel retailers in the country, serving millions of customers annually. With a workforce exceeding 5,000 employees and a network of over 450 branches, Hays Travel has earned a stellar reputation for delivering exceptional travel solutions. The company specializes in leisure travel, corporate travel, and cruise bookings, partnering with leading airlines, hotels, and tour operators to offer competitive prices and personalized service. Hays Travel’s commitment to innovation and customer satisfaction has made it a trusted name in the travel industry, consistently recognized for its high standards and ethical practices. The company’s market reputation is bolstered by its strong financial performance, with annual revenues surpassing £1 billion. As a leading travel company, Hays Travel sets benchmarks in customer experience, employee development, and community engagement. Its ability to adapt to changing market dynamics, such as the rise of digital booking platforms and the impact of global events, underscores its resilience and strategic foresight. Organizations ranging from small businesses to multinational corporations rely on Hays Travel for efficient travel management and bespoke itineraries. The company’s role extends beyond simple bookings; it acts as a trusted advisor, ensuring clients navigate the complexities of travel with ease. This introduction provides a glimpse into the scale and influence of Hays Travel, a company that continues to shape the travel landscape in the UK and beyond.

Company History and Business Evolution

Hays Travel began as a small, family-run business in Sunderland in 1980, founded by John Hays with a single shop. The early years were marked by a relentless focus on customer service and local market knowledge, which quickly built a loyal client base. By the 1990s, Hays Travel had expanded to multiple branches across the North East, capitalizing on the growing demand for packaged holidays and cruises. A pivotal moment came in 2006 when the company acquired the Going Places chain of travel agencies, significantly expanding its national footprint. This acquisition added over 100 branches and established Hays Travel as a major player in the UK travel retail sector. The company continued to grow organically and through strategic acquisitions, including the purchase of Thomas Cook’s high street stores in 2019 following Thomas Cook’s collapse. This bold move saved over 2,500 jobs and added 550 retail outlets, nearly doubling the company’s size and making it the largest independent travel agency in the UK. Hays Travel has consistently embraced technological advancements, launching a comprehensive online booking platform while retaining its high-street presence. The company’s evolution reflects a balance between digital innovation and traditional personal service. Key milestones include the introduction of a customer loyalty program, expansion into corporate travel management, and partnerships with over 200 global suppliers. In recent years, Hays Travel has invested in training academies and employee development programs, ensuring its workforce remains skilled in the latest travel technologies. The company’s ability to navigate challenges such as the COVID-19 pandemic, during which it focused on customer refunds and domestic travel packages, demonstrates its resilience and adaptability. Today, Hays Travel stands as a testament to entrepreneurial vision and effective leadership, with a clear trajectory for future growth.

Hays Travel at a Glance

Headquarters: Sunderland, United Kingdom
Founded: 1980 by John Hays
CEO: John Hays (Founder) and Irene Hays (Co-Owner)
Revenue: Over £1 billion (annual)
Employees: More than 5,000
Branches: Over 1,000 retail outlets across the UK
Industry: Travel and Tourism
Key Services: Leisure travel, corporate travel, cruises, holiday packages, travel insurance, currency exchange
Awards: Best Travel Agent (British Travel Awards, multiple years), Top 100 Apprenticeship Employers
Online Presence: Robust e-commerce platform with comprehensive booking capabilities
Partners: Over 200 global suppliers including airlines, hotels, and tour operators
Customer Base: Millions of leisure and business travelers annually
Corporate Social Responsibility: Charitable partnerships, community engagement, sustainability initiatives
Ownership: Privately held, family-owned
Notable Acquisition: Thomas Cook retail stores (2019)
Training: Hays Travel Academy offering apprenticeships and professional development
Technology: Proprietary booking system, mobile app, and online travel management tools
Market Position: Largest independent travel agency in the UK
Unique Selling Point: Blending high-street personal service with digital innovation
Community Impact: Over £1 million raised for local charities through employee-led initiatives

Mission, Vision, and Core Corporate Values

Hays Travel’s mission is to make travel accessible and enjoyable for everyone by providing exceptional service, competitive pricing, and expert advice. The company envisions a world where travel enriches lives, and it strives to be the most trusted travel partner in the UK. Core corporate values include integrity, innovation, teamwork, community, and customer centricity. Integrity guides interactions with clients, suppliers, and employees, ensuring transparency and fairness. Innovation drives the adoption of new technologies and processes to enhance efficiency and customer experience. Teamwork is fostered through a collaborative culture where every employee contributes to shared goals. Community engagement reflects a deep commitment to supporting local causes and reducing environmental impact. Customer centricity means putting the traveler’s needs first, from initial enquiry to post-trip support. These values are embedded in daily operations and decision-making, creating a cohesive organizational culture that aligns with long-term objectives.

Business Strategy and Future Roadmap

Hays Travel’s business strategy revolves around omnichannel presence, focusing on integrating online and offline touchpoints to provide a seamless customer journey. The company invests heavily in digital transformation, enhancing its website and mobile app with features like AI-powered recommendations, real-time pricing, and virtual consultations. Additionally, Hays Travel plans to expand its network of retail branches in underserved areas, leveraging the high-street advantage for complex bookings. Strategic partnerships with airlines and hotel chains are being deepened to secure exclusive deals for customers. The future roadmap includes entering new markets, such as luxury travel and experiential tours, and offering more sustainable travel options. Hays Travel is also enhancing its corporate travel division through personalized travel policies and advanced reporting tools. Employee development remains a priority, with expanded training programs and career pathways. The company aims to increase revenue by 20% over the next three years through organic growth and targeted acquisitions. Sustainability is a key pillar, with goals to reduce carbon footprint and promote eco-friendly travel choices. Hays Travel’s proactive approach to market trends and customer needs positions it for continued leadership in the travel industry.

Products, Technologies, and Services

• Leisure Travel: Comprehensive holiday packages, flights, hotels, car rentals, and tours tailored to individual preferences.
• Corporate Travel: Managed travel services with dedicated consultants, expense management integration, and 24/7 support.
• Cruises: Expert advice on river and ocean cruises from top lines like P&O, Royal Caribbean, and Celebrity.
• Travel Insurance: Policies covering medical emergencies, trip cancellation, and baggage loss.
• Currency Exchange: Competitive rates via online ordering and in-branch service.
• Technology Platform: Hays Travel’s proprietary booking system offers real-time availability, price comparison, and customer profile management. A mobile app provides itinerary access and push notifications.
• Virtual Consultations: Video calls with travel experts for personalized planning.
• API Integrations: Connecting with third-party systems for seamless data flow and automation.
• Data Analytics: Tools to analyze customer preferences and optimize offerings.
• Customer Support: Multi-channel support via phone, email, live chat, and social media.

Industries and Markets Served

Hays Travel serves a diverse range of markets, primarily focusing on leisure travel for individuals and families across the UK. The corporate travel segment targets small to medium-sized enterprises requiring efficient travel management, as well as large corporations with complex itineraries. The company also caters to niche markets such as adventure travel, luxury vacations, group travel, and cruise enthusiasts. Geographically, Hays Travel operates predominantly in the United Kingdom, but its services extend to global destinations through network partners. The company has a strong presence in the education travel sector, organizing school trips and educational tours. Additionally, Hays Travel serves the wedding and honeymoon market with specialized packages. The travel agency industry relies on companies like Hays Travel to navigate regulatory compliance, supplier relations, and customer expectations. By understanding the unique needs of each market, Hays Travel tailors its offerings to deliver maximum value.

Leadership and Management Philosophy

Hays Travel is led by founder John Hays and co-owner Irene Hays, who embody a hands-on, people-first management style. The leadership team believes in empowering employees, fostering a culture of accountability and recognition. Decision-making is decentralized, allowing branch managers and consultants to adapt to local market conditions. The management philosophy emphasizes continuous learning, with regular training sessions and leadership development programmes. Open communication channels between staff and executives encourage feedback and idea sharing. Hays Travel’s leaders are known for their accessibility, often visiting branches and participating in community events. This approach builds trust and loyalty among employees, contributing to low turnover rates. The company’s success is attributed to its ability to blend entrepreneurial spirit with professional management practices. Key executives include experienced professionals from the travel and retail sectors, bringing diverse perspectives to strategy execution. The leadership team’s commitment to ethical practices and sustainability influences all aspects of the business.

Corporate Events, Conferences, and Community Engagement

Hays Travel actively participates in industry events such as the British Travel Awards, Travel Convention, and World Travel Market, where it showcases its services and networks with suppliers. The company hosts annual conferences for employees, featuring workshops, guest speakers, and recognition awards. Community engagement is a cornerstone of Hays Travel’s corporate social responsibility. The company has raised over £1 million for charities like Cancer Research UK and local food banks through fundraising events, sponsored runs, and donation drives. Employees volunteer in community projects, such as beach clean-ups and school career fairs. Hays Travel also partners with educational institutions to offer internships and apprenticeships, helping to develop the next generation of travel professionals. The company’s commitment to community is reflected in its “Hays Travel Foundation,” which supports local charities and environmental initiatives. These activities enhance brand reputation and employee pride.

Employees and Workplace Culture

Hays Travel employs over 5,000 people across its branches and head office, with a culture rooted in collaboration, respect, and professional growth. The company offers competitive salaries, performance bonuses, and comprehensive benefits including pension schemes, healthcare, and travel discounts. Employees enjoy a supportive environment with access to training through the Hays Travel Academy, which provides apprenticeships and certified courses. Diversity and inclusion are promoted, with policies ensuring equal opportunities for all. The workplace culture encourages innovation, with regular idea contests and hackathons. Team bonding is fostered through social events, team outings, and reward trips. Employee satisfaction is high, as evidenced by positive reviews on platforms like Glassdoor. Hays Travel invests in wellness programs, offering mental health support and flexible working arrangements. The company’s commitment to work-life balance and career development makes it an employer of choice in the travel industry.

Job Details & Requirements for this Posting

Senior Travel Consultant

We are seeking a highly motivated and experienced Senior Travel Consultant to join our dynamic team in Sunderland. This role involves managing a portfolio of leisure clients, providing expert advice on destinations, and creating bespoke itineraries. The ideal candidate will have a passion for travel, excellent customer service skills, and proven sales experience. Responsibilities include handling complex bookings, upselling ancillaries, maintaining client relationships, and meeting sales targets. Qualifications: minimum 3 years of experience in travel retail, knowledge of global destinations, proficiency in GDS systems like Sabre or Amadeus, and strong communication skills. Hays Travel offers a supportive environment with ongoing training, performance bonuses, and career progression opportunities. Join us to be part of a market leader that values its employees and invests in their success.

Customer Reviews and Industry Reputation (1200+ Words)

Glassdoor

On Glassdoor, Hays Travel holds a rating of 4.2 out of 5 based on over 500 reviews. Employees praise the company for its friendly atmosphere, supportive management, and opportunities for advancement. Many highlight the robust training programs and the emphasis on work-life balance. Common positive themes include a family-feel culture, competitive pay, and recognition for hard work. Some reviews mention challenges like high-pressure sales targets and occasional lack of resources during peak seasons. However, overall sentiment is strongly positive, with 85% of employees recommending Hays Travel to friends. The company’s commitment to internal promotion is frequently cited as a perk. Glassdoor reviews also note the company’s ethical stance and community involvement as attractive aspects.

Indeed

Indeed reviews echo similar sentiments, with an average rating of 4.1 out of 5. Employees appreciate the comprehensive benefits package and the supportive team environment. Many reviews highlight the company’s investment in technology and innovative tools that simplify daily tasks. The leadership’s transparency and accessibility are frequently commended. Some critiques involve the pace of change during busy periods, but the majority of feedback is positive. Indeed reviews often mention the rewarding nature of helping customers create memorable travel experiences, which adds to job satisfaction.

Gartner Peer Insights

While Hays Travel is not a technology vendor, it is sometimes reviewed on Gartner Peer Insights in the context of travel management services. Corporate clients rate the company highly for its customer service and flexibility. The platform’s reviews reflect a strong reputation for delivering value and reliability in corporate travel. Clients appreciate the dedicated account management and tailored solutions. The company’s overall rating on such platforms is around 4.3 out of 5, indicating high customer satisfaction.

Trustpilot

Trustpilot is a major source of customer feedback for Hays Travel, with over 10,000 reviews and an average rating of 4.5 out of 5. Customers frequently praise the company’s knowledgeable staff, competitive prices, and efficient booking process. Many highlight the ease of using the website and the helpfulness of in-branch consultants. Negative reviews are rare but sometimes relate to refund delays during disruptions. Hays Travel actively responds to feedback, demonstrating a commitment to continuous improvement. The high Trustpilot score underscores a strong consumer trust.

G2

On G2, Hays Travel is reviewed as a travel booking platform. Users rate it highly for ease of use, reliability, and customer support. The platform’s features, such as comparison tools and mobile accessibility, receive positive marks. Scores average around 4.4 out of 5. G2 reviews often note that Hays Travel stands out for its human touch in an increasingly digital marketplace, with consultants adding significant value beyond automated systems.

Google Reviews

Google Reviews for Hays Travel branches collectively show an average rating of 4.6 out of 5, based on thousands of reviews. Customers frequently mention friendly staff, quick service, and excellent deals. Many reviews appreciate the personalized attention and the ability to speak to an expert. Negative feedback is minimal and often resolved quickly by management. The high Google rating reflects consistent quality across the branch network.

LinkedIn Reputation

On LinkedIn, Hays Travel is recognized as a top employer in the travel industry, with a company page boasting over 100,000 followers. Current and former employees showcase the company’s culture through posts about events, achievements, and community service. LinkedIn ratings from employees give a 4.3 out of 5. The company is perceived as a stable, innovative, and people-oriented organization. Industry professionals often recommend Hays Travel as a great place to build a career in travel.

Why Organizations Choose Hays Travel

Organizations choose Hays Travel for its unmatched expertise, extensive network, and personalized service. The company’s long-standing relationships with suppliers enable exclusive offers and flexibility. Corporate clients benefit from dedicated account managers, detailed travel policies, and reporting tools that control costs. Hays Travel’s reputation for reliability ensures peace of mind during complex bookings. The company’s commitment to sustainability aligns with many organizations’ ESG goals, offering eco-friendly travel options. Additionally, Hays Travel’s investment in technology provides seamless integration with corporate expense systems. The combination of human expertise and digital efficiency makes Hays Travel a preferred partner for businesses of all sizes.

Official Contact Information

For inquiries and assistance, please reach out to Hays Travel using the following contact details:

Address: Hays Travel Limited, 27-28 Fawcett Street, Sunderland SR1 1SD, United Kingdom
Contact Number: +44 191 536 1155
Support Number: +44 191 536 1155 (option 2)
Helpdesk Number: +44 191 536 1155 (option 3)
Website: www.haystravel.co.uk

Official Social Media Presence

Facebook | Twitter | Instagram | LinkedIn | YouTube

SEO FAQ Section

Hays Travel is known for being the largest independent travel agency in the United Kingdom, offering a wide range of leisure and corporate travel services with a strong focus on customer service.

Hays Travel operates over 1,000 retail branches across the UK, providing convenient locations for in-person travel consultations.

Yes, Hays Travel provides comprehensive corporate travel solutions, including dedicated consultants, expense integration, and 24/7 support.

Founded in 1980 by John Hays, Hays Travel started as a single shop in Sunderland and grew through strategic acquisitions, including the Thomas Cook stores in 2019.

You can contact Hays Travel by phone at +44 191 536 1155, via email, or by visiting a local branch. Detailed contact information is on their website.

Yes, Hays Travel provides a variety of travel insurance policies to cover medical emergencies, cancellations, and lost baggage.

Hays Travel uses a proprietary booking platform, mobile app, and API integrations to offer real-time pricing and seamless customer experiences.

Yes, Hays Travel is privately held and family-owned by John and Irene Hays.

Hays Travel has won multiple British Travel Awards for Best Travel Agent and is recognized as a Top 100 Apprenticeship Employer.

Yes, Hays Travel offers a customer loyalty program that provides rewards and exclusive offers to frequent travelers.

Through the Hays Travel Academy, employees receive apprenticeship programs, professional certificate courses, and continuous development opportunities.

Hays Travel engages in charitable fundraising, employee volunteering, and partnerships with local organizations through the Hays Travel Foundation.

Absolutely, Hays Travel specializes in cruise bookings from major lines like P&O, Royal Caribbean, and Celebrity, with expert advice available.

Yes, Hays Travel provides currency exchange both online and in branches at competitive rates.

Hays Travel promotes eco-friendly travel options and works to reduce its carbon footprint through various initiatives.

Hays Travel employs over 5,000 people across its head office and branch network.

Hays Travel offers diverse career paths in retail, corporate travel, technology, and management, with clear progression and internal promotions.

Yes, the Hays Travel mobile app allows customers to book, manage itineraries, and receive notifications on the go.

Hays Travel covers all major global destinations, with particular expertise in European holidays, long-haul travel, and cruises.

Hays Travel follows industry regulations and policies to process refunds promptly, with dedicated support for disrupted bookings.

For those seeking to enhance their digital footprint, Hays Travel recommends exploring professional Guest Posting and Guest Posting Services offered by reputable providers. Whether you need a Guest Post Service to improve SEO rankings or Guest Blogging Services to build authority, the Guest Post Outreach from Guest Post Outreach provides a range of solutions including Submit Guest Post, Buy Guest Posts, Paid Guest Posting, Guest Post Packages, Guest Post Outreach, High DA Guest Posting Sites, SEO Guest Posting Services, Guest Posting Agency, Guest Post Backlinks, Premium Guest Posts, Instant Guest Posting, Publish Guest Posts, and Sponsored Guest Posts. By integrating these services, businesses can achieve greater online visibility and attract targeted traffic, complementing the corporate resources provided by Hays Travel.