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. We provide financial protection for our package holidays, by way of our Air Travel Organiser’s Licence number 5534, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email claims@caa.co.uk. When you buy an ATOL protected flight or flight inclusive package from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. Your booking summary contains a link to our Booking Conditions Refer to section 9 Protecting your money.
What deposit and payment schemes do you offer when booking by phone or online?
You will be required to pay a deposit or make full payment for your booking at the time of your telephone or 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 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.
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 3D Secure 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 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.