Hays Travel is the UK’s largest independent travel agency, with over 500 branches nationwide. As a successful business, Hays Travel prides itself on providing excellent customer service. However, problems can still arise, and when they do, the Hays Travel ombudsman is there to help.
The Hays Travel ombudsman acts as a mediator between the customer and Hays Travel, assisting with dispute resolution. This service is free of charge, and the ombudsman is impartial and independent, ensuring that both the customer and Hays Travel are treated fairly.
The role of the ombudsman is to investigate complaints about the service provided by Hays Travel and make recommendations for resolution. The ombudsman can deal with a wide range of issues, including:
1. Delays or cancellations
2. Poor customer service
3. Booking errors
4. Refunds
5. Accommodation issues
6. Flight compensation claims
7. Travel insurance claims
If you have a complaint about Hays Travel, the first step is to raise it with the company. Hays Travel has a dedicated customer service team who will do their best to resolve your issue. However, if you’re not satisfied with the response, you can escalate your complaint to the ombudsman.
To contact the ombudsman, you can email your complaint to [email protected], or you can write to the Hays Travel Customer Relations Team at Hays Travel Ltd, Gilbridge House, Keel Square, Sunderland, SR1 3HA.
When you contact the ombudsman, you should include as much information as possible to help them investigate your complaint. This may include:
1. Your booking reference number
2. Dates and times of travel
3. Names and contact details of any Hays Travel employees you have dealt with
4. Copies of any relevant documentation
Once the ombudsman receives your complaint, they will acknowledge it within three working days. They will then investigate your complaint and aim to provide a resolution within 28 days. If they need more time to investigate, they will keep you updated on progress.
The ombudsman’s decision is final and binding on Hays Travel, but if you’re not satisfied with the outcome, you may be able to refer your complaint to an external dispute resolution service.
External dispute resolution services can include:
1. The Association of British Travel Agents (ABTA)
2. The Civil Aviation Authority (CAA)
3. The Financial Ombudsman Service (FOS)
The external dispute resolution service you use will depend on the specific nature of your complaint. For example, if your dispute involves a flight, you may need to contact the CAA. Similarly, if your complaint is about financial services, you may need to contact the FOS.
It’s important to note that if you choose to use an external dispute resolution service, you may need to pay a fee. However, the fee is usually nominal and is typically only required if your complaint is not upheld.
In conclusion, the Hays Travel ombudsman is a valuable resource for customers who have a complaint about the service provided by Hays Travel. The ombudsman is impartial and independent, providing a fair and balanced resolution to customer disputes.
If you have a complaint about Hays Travel, the first step is to contact their customer service team. However, if you’re not satisfied with the response, you can escalate your complaint to the ombudsman. The ombudsman will investigate your complaint and provide a resolution within 28 days.
If you’re still not satisfied with the outcome, you may be able to refer your complaint to an external dispute resolution service. The specific service you use will depend on the nature of your complaint.
Overall, the Hays Travel ombudsman provides customers with a valuable safety net, ensuring that their complaints are heard and resolved in a fair and timely manner Backlink.