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Payments and Protection

If I book with you, how financially protected is my holiday?

Hays Travel is a member of Association of British Travel Agents (ABTA) and hold membership number J3665. ABTA and ABTA Members help holidaymakers get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct.


In addition, all our package and Flight-Plus holidays are financially protected by the Air Travel Organisers Licence (ATOL) scheme to give you peace of mind (our ATOL number is 5534). If the operator fails, then the ATOL scheme makes sure that customers don't lose their money or find themselves stranded abroad. The ATOL scheme does not encompass accommodation only or flight only bookings. For more information regarding the ATOL scheme and what it covers, visit the CAA website at www.caa.co.uk/atol.


Booking a Flight-Plus provides you with protection under our ATOL licence number 5534 in the event of supplier insolvency, but we are still acting as agent for the individual suppliers and a Flight-Plus booking does not constitute a Package. We have arranged ATOL protection for our Flight-Plus holidays. A Flight-Plus is where you purchase through us, at the same time or within a day of each other, a flight plus overseas accommodation and/or car hire from separate suppliers (i.e. not a package holiday). When you make a Flight-Plus booking through we will give you an ATOL Certificate showing what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. On all Flight Plus holiday arrangements, your money is ATOL protected meaning that you will be able to continue with your holiday or receive a refund of the amount paid to us in the unlikely event of our insolvency or the insolvency of your service providers. Please note however that we have no liability beyond that for insolvency as set out in the ATOL scheme, because we act as agent of the suppliers. An ATOL Protection Contribution of £2.50 per passenger is payable to the CAA on Flight-Plus bookings and this will be reflected on your booking summary as a charge for "Flight Plus". For more details as to when a Flight-Plus exists and the protection provided under the ATOL scheme please see www.caa.co.uk.

What deposit and payment schemes do you offer when booking by phone?

You will be required to pay a deposit or make full payment for your booking at the time of your telephone booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you on your booking confirmation. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.

For more information on how to pay please visit Ways to Pay

What deposit and payment schemes do you offer when booking online?
You will be required to pay a deposit or make full payment for your booking at the time of your online booking. Where you only pay a deposit you must pay the full balance by the balance due date notified to you on your booking confirmation. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their Terms and Conditions. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.
For more information on how to pay please visit Ways to Pay
What payment methods do you accept when booking by phone and are there any card charges?
At the time of booking you will be required to pay a deposit or make full payment for your booking either by debit or credit card, or by Bank transfer (a simple, speedy, secure way to make a payment directly from your bank account). We do not make any charges for payments using these methods. Where you only pay a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set our in their Terms and Conditions. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.
For more information on how to pay please visit Ways to Pay
Are there any additional charges when booking online?

We believe in honest pricing and will always state what is included and not included in your holiday when you make your booking online. However, we depend on the tour operators, hotels and airlines to provide us with accurate information, which can unfortunately change from minute to minute. Where we can, we will absorb these price changes, but in some instances we will need to pass the extra costs on to our customers.

 

Please note that local taxes, including city taxes, are not covered within the price, as these would be payable locally abroad.

What have you done to ensure your website is secure?
Hays Travel is committed to ensuring a completely secure online experience when you book your holiday with us, either via our website or through our call centre. haystravel.co.uk protects its visitors with encryption technology from VeriSign. VeriSign provides a secure foundation for e-commerce and the VeriSign Secured © Seal remains the most recognised symbol of trust when using the internet. By choosing the latest and most visible website security - Verisign Extended Validation SSL Certificates - you can be confident that your data is protected when buying your holiday from Hays Travel.
What does 3DSecure mean?

3D Secure is a service facilitated by VISA and Mastercard which allows you book securely online using your credit card. This service is verified by Visa/ Mastercard Secure Code and it requires you to know your unique password when booking your holiday.

What is the ‘Bank transfer’ payment method?
You can pay with Bank transfer in store, on the phone, or in the ‘My Bookings’ section of the website. Bank transfer is a simple, speedy, secure way to make a payment directly from your bank account. It lets you see your account balance before you approve the payment, and means you benefit from bank-grade security and no shared card details, as the payment is handled entirely by your bank. All you need to do is click on the ‘Bank transfer’ button on the payment page or email and select your UK bank. You’ll then be automatically redirected to the bank’s webpage or app, where you will confirm it’s you using your normal method and approve the pre-filled details. That’s it. It’s powered by American Express but open to everybody.
What is ABTA and what does this mean for me?

ABTA and ABTA Members help you to get the most from your travel and assist you when things don't go according to plan. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. For further information about ABTA, the Code of Conduct, and the arbitration scheme available to you if you have a complaint, please visit www.abta.com.

What is ATOL and what does this mean for me?
All our package and Flight-Plus holidays are financially protected by the Air Travel Organisers Licence (ATOL) scheme to give you peace of mind (our ATOL number is 5534). If the operator fails, then the ATOL scheme makes sure that customers don't lose their money or find themselves stranded abroad. The ATOL scheme does not encompass accommodation only or flight only bookings. For more information regarding the ATOL scheme and what it covers, visit the CAA website at www.caa.co.uk/atol.