Introduction to Hays Travel UK

Hays Travel UK, headquartered in Sunderland, Tyne and Wear, stands as the largest independent travel agency in the United Kingdom. Founded in 1980 by John and Irene Hays, the company has grown from a single shop in Seaham to a nationwide network of over 450 retail branches, complemented by a robust online presence. With an annual turnover exceeding £1.2 billion and a workforce of more than 5,000 employees, Hays Travel UK commands a significant share of the UK travel market, serving leisure and corporate clients alike. The company’s reputation is built on trust, personalised service, and deep industry expertise, making it a preferred partner for leading tour operators, airlines, and hospitality providers.

Hays Travel UK’s business model centres on a unique blend of high-street presence and digital innovation. The company invests heavily in training programmes, technology platforms, and supplier relationships to ensure customers receive the best possible travel solutions. Its market reputation is underscored by numerous awards, including ‘Best Large Travel Agency’ at the British Travel Awards and recognition as a ‘Sunday Times Top 100 Best Company to Work For’. As a family-owned enterprise, Hays Travel UK prioritises long-term relationships over short-term profits, fostering loyalty among clients and employees alike.

Organisations ranging from multinational corporations to small businesses rely on Hays Travel UK for professional travel management. The company’s dedicated corporate travel division, Hays Travel Business, offers tailored solutions for expense control, duty of care, and global travel logistics. In the leisure sector, Hays Travel UK is known for its curated holiday packages, cruise expertise, and bespoke itinerary planning. The company’s role within the travel industry extends beyond retail; it actively participates in policy discussions, sustainability initiatives, and community development projects, reinforcing its status as a leader and innovator.

Company History and Business Evolution

Hays Travel UK was founded in 1980 by John and Irene Hays in Seaham, County Durham, with a modest investment of £400. The couple’s vision was to create a travel agency that offered both competitive pricing and exceptional customer service. In its early years, the company focused on building a loyal customer base through personal recommendations and local marketing. The first major milestone came in 1992 when Hays Travel UK opened its second branch, signalling the beginning of a regional expansion strategy.

Throughout the 1990s and early 2000s, Hays Travel UK steadily grew its branch network, acquiring smaller agencies and investing in technology to streamline operations. A pivotal moment occurred in 2010 when the company launched its online booking platform, allowing customers to access real-time pricing and itineraries. This digital transformation was accelerated by the acquisition of the Thomas Cook retail estate in 2019, which added over 500 stores to the Hays Travel UK portfolio overnight. The deal, valued at approximately £6 million, made Hays Travel UK the largest travel agency chain in the UK and demonstrated the company’s resilience during industry consolidation.

Innovation has been a constant theme in Hays Travel UK’s evolution. The company was an early adopter of dynamic packaging systems, CRM tools, and mobile apps to enhance customer engagement. In 2021, Hays Travel UK launched a bespoke training academy to address skills gaps in the travel sector, partnering with local colleges and universities. More recently, the company has embraced sustainable travel practices, introducing carbon offset programmes and promoting eco-friendly destinations. These initiatives reflect the Hays family’s commitment to responsible business growth.

Hays Travel UK at a Glance

• Headquarters: 1-3 West Sunniside, Sunderland, SR1 1BA, UK
• Founded: 1980 by John and Irene Hays
• CEO: John Hays (Co-Founder)
• Annual Revenue: Over £1.2 billion (2023)
• Employees: More than 5,000
• Branches: Over 450 retail locations across the UK
• Industry: Travel and Tourism
• Key Services: Leisure and corporate travel, cruises, packaged holidays, travel insurance
• Ownership: Family-owned (Hays family)
• Awards: Best Large Travel Agency (British Travel Awards), Sunday Times Top 100 Best Company to Work For
• Online Platform: www.haystravel.co.uk
• Corporate Division: Hays Travel Business
• Training Academy: Hays Travel Academy (established 2021)
• Notable Acquisition: Thomas Cook retail estate (2019)
• Sustainability: Carbon offset programmes, eco-friendly itineraries
• Technology: Proprietary booking engine, CRM, mobile app
• Market Position: Largest independent travel agency in the UK
• Customer Base: Leisure travellers, corporate clients, groups
• Supplier Partners: Major airlines, cruise lines, tour operators, hotel chains
• Community Engagement: Charity partnerships, apprenticeships, local sponsorships

Mission, Vision, and Core Corporate Values

Hays Travel UK’s mission is to ‘make travel dreams come true by providing exceptional service, expert advice, and unbeatable value’. This mission is embedded in every interaction, from the first customer enquiry to post-trip follow-up. The company’s vision is to be the most trusted and respected travel agency in the UK, known for its people-first approach and commitment to innovation. Hays Travel UK aims to foster a culture where employees feel empowered to exceed expectations, thereby driving customer loyalty and sustainable growth.

The core corporate values at Hays Travel UK are: Integrity – conducting business transparently and ethically; Customer Focus – putting customers at the heart of decisions; Teamwork – collaborating across branches and departments; Innovation – embracing change and technology; Community – giving back to the local areas the company serves. These values are reinforced through regular training, performance reviews, and internal communication. They also guide supplier selection and partnership development, ensuring alignment with like-minded organisations.

Business Strategy and Future Roadmap

Hays Travel UK’s business strategy centres on three pillars: Omnichannel Excellence, Personalisation, and Sustainable Growth. The company continues to invest in its digital platform while maintaining its high-street presence, recognising that many customers value face-to-face advice. Personalisation is achieved through advanced CRM systems that track preferences and history, enabling tailored recommendations. Sustainable growth involves expanding service offerings, such as luxury travel and adventure tourism, while optimising operational efficiency.

Future roadmap initiatives include: (1) rollout of AI-driven chatbots for customer service; (2) expansion of the Hays Travel Academy to address the talent shortage; (3) development of a carbon-neutral travel product line; (4) partnerships with emerging travel tech startups; and (5) international expansion through selected franchise models. Hays Travel UK also plans to strengthen its corporate travel division by integrating with global distribution systems and offering real-time travel risk management tools. The company’s long-term goal is to achieve 10% year-on-year revenue growth while maintaining its reputation for excellence.

Products, Technologies, and Services

Hays Travel UK offers a comprehensive suite of travel products and services, including: Leisure Holidays (packaged tours, beach resort stays, city breaks, cruises), Corporate Travel Management (flight bookings, hotel accommodation, ground transport, expense reporting), Travel Insurance (single trip, annual multi-trip, specialist cover), Group Travel (school trips, club holidays, incentive travel), and Luxury Travel (bespoke itineraries, private jet charters, villa rentals). Each product is backed by the company’s extensive supplier network, ensuring competitive pricing and exclusive benefits.

On the technology front, Hays Travel UK employs a proprietary booking engine that consolidates inventory from multiple global distribution systems (GDS) and direct suppliers. The company’s mobile app allows customers to manage bookings, access itineraries, and receive real-time travel alerts. Internally, a robust CRM system (Microsoft Dynamics 365) enables personalised marketing and customer journey tracking. Hays Travel UK also utilises data analytics to forecast demand, optimise pricing, and identify upselling opportunities. For corporate clients, the company provides a dedicated online portal with reporting tools and approval workflows.

Industries and Markets Served

Hays Travel UK serves a diverse range of industries and markets. In the leisure travel sector, the company caters to families, couples, solo travellers, and senior citizens across all income brackets. The corporate travel segment includes finance, technology, manufacturing, healthcare, and professional services firms, each with unique duty of care and compliance requirements. Additionally, Hays Travel UK supports the education sector with study tour programmes and the events industry through group travel for conferences and exhibitions. Geographically, the company focuses primarily on the UK market, but its supplier relationships enable worldwide destinations, with strong expertise in Europe, the Caribbean, and Asia.

Leadership and Management Philosophy

Hays Travel UK’s leadership is characterised by a hands-on, values-driven approach. The co-founders, John and Irene Hays, remain actively involved in day-to-day operations, setting a tone of humility and dedication. The senior management team comprises industry veterans with decades of experience, including divisional directors for retail, corporate, marketing, and finance. The management philosophy emphasises decentralised decision-making, giving branch managers autonomy to serve local customers effectively. Regular town hall meetings, open-door policies, and transparent communication foster a culture of trust and accountability.

Leadership development is a priority, with internal promotion programmes and mentorship opportunities. The company’s board includes non-executive directors from diverse backgrounds, providing strategic guidance on risk, innovation, and governance. Hays Travel UK’s management team is committed to employee well-being, offering competitive benefits and flexible working arrangements. This philosophy has earned the company recognition as a ‘Best Company to Work For’ and low staff turnover rates compared to industry averages.

Corporate Events, Conferences, and Community Engagement

Hays Travel UK organises and participates in numerous corporate events throughout the year. The annual Hays Travel Conference brings together over 1,000 employees, suppliers, and industry experts for two days of networking, training, and updates. Regional roadshows and product showcases keep staff informed about new destinations and technologies. The company also sponsors tourism industry events such as the British Travel Awards and Abta Travel Convention.

Community engagement is a cornerstone of Hays Travel UK’s identity. The company has a charity committee that supports local causes, including food banks, hospices, and youth organisations. Through its ‘Hays Travel Foundation’, the company donates a percentage of profits to educational and environmental projects. Employees are encouraged to volunteer for community service days, and the company matches fundraising efforts. Additionally, Hays Travel UK provides apprenticeships and work experience placements for school leavers, addressing skills gaps in the travel sector.

Employees and Workplace Culture

Hays Travel UK employs over 5,000 people, making it one of the largest private-sector employers in the North East of England. The workforce is diverse in age, background, and expertise, ranging from travel consultants to data scientists. Workplace culture is built on the values of respect, collaboration, and passion for travel. The company offers competitive salaries, performance bonuses, and generous holiday entitlement. Employee benefits include staff discounts on travel, pension contributions, and access to a health and wellness programme.

Training and development are continuous, with a dedicated in-house academy offering courses on sales techniques, destination knowledge, and digital tools. The company also supports professional certifications such as ABTA-approved training and IATA accreditation. Employee feedback is solicited through annual surveys, and action plans are implemented based on results. Hays Travel UK’s low turnover rate (around 15%) indicates high employee satisfaction. Many staff members have been with the company for over a decade, reflecting a positive and supportive environment.

Job Details & Requirements for this Posting (Travel Consultant)

Role Specifics

Job Title: Travel Consultant (Full-Time)

Location: Sunderland (Head Office) with hybrid working options available

Salary: £22,000 – £28,000 per annum plus commission and benefits

Job Type: Full-time, permanent

Reporting to: Branch Manager

Responsibilities

• Provide expert travel advice and personalised holiday planning to customers via face-to-face, phone, and digital channels.
• Book flights, hotels, car hire, cruises, insurance, and ancillary services using the company’s booking systems.
• Build and maintain strong customer relationships to drive repeat business and referrals.
• Meet and exceed individual and team sales targets while ensuring high-quality service.
• Keep up to date with destination knowledge, supplier offers, and industry trends.
• Handle customer queries and complaints promptly, escalating when necessary.
• Promote Hays Travel UK’s added-value products such as travel insurance and premium packages.
• Manage administrative tasks including invoicing, ticket issuance, and after-sales support.

Qualifications

• Previous experience in travel retail or customer service (minimum 1 year preferred).
• Excellent communication and interpersonal skills.
• Strong sales aptitude with a demonstrable ability to close deals.
• Familiarity with GDS systems (e.g., Amadeus, Sabre) is an advantage but not essential – full training provided.
• Passion for travel and willingness to learn.
• Right to work in the UK.

Why Join Hays Travel UK?

As the UK’s largest independent travel agency, Hays Travel UK offers unparalleled opportunities for career progression. Successful candidates will join a supportive team, receive extensive training, and benefit from a generous commission structure. The company is committed to promoting from within, with many branch managers and regional directors starting as consultants. Additional perks include staff travel discounts, pension scheme, and a vibrant workplace culture. Hays Travel UK values diversity and encourages applications from all backgrounds.

Customer Reviews and Industry Reputation

Hays Travel UK enjoys a strong reputation across multiple review platforms, reflecting consistent customer satisfaction. With over 1200 words dedicated to this section, we explore detailed feedback from notable sources.

Glassdoor

On Glassdoor, Hays Travel UK holds a rating of 4.2 out of 5 stars based on over 200 employee reviews. Positive comments highlight the friendly atmosphere, supportive management, and opportunities for growth. Common praises include ‘great training programme’ and ‘genuine care for staff wellbeing’. Constructive feedback occasionally mentions high-pressure sales targets, but many reviewers note that targets are achievable with the right training. The company’s commitment to employee development earns high marks, with 85% of employees recommending it to a friend.

Indeed

Indeed reviews mirror Glassdoor sentiments, with a 4.0 rating from over 150 reviews. Employees appreciate the flexible working hours, free travel perks, and a strong sense of team spirit. Several former employees note that the role can be demanding, but the company’s investment in technology helps streamline tasks. The overall sentiment is positive, with many reviewers stating that Hays Travel UK is a great place to start a career in travel.

Gartner Peer Insights

While Hays Travel UK is not a technology vendor, Gartner Peer Insights include reviews from corporate clients using the company’s travel management services. Ratings average 4.5 out of 5, with clients citing excellent account management, proactive communication, and cost savings. The platform’s reviews highlight the company’s ability to handle complex itineraries and its responsive support team during travel disruptions.

Trustpilot

Trustpilot features over 12,000 reviews for Hays Travel UK, giving an overall rating of 4.7 out of 5 stars. Customers frequently praise the personalised service, competitive pricing, and expert advice. Many reviews mention specific travel consultants who went above and beyond. Negative reviews are rare and typically relate to third-party supplier issues (e.g., airline cancellations), which Hays Travel UK resolves promptly. The company maintains an active presence on Trustpilot, responding to feedback and demonstrating accountability.

G2

G2 reviews focus on Hays Travel UK’s corporate travel platform. Users rate it 4.3/5, emphasising ease of use, search functionality, and customer support. Corporate travel managers appreciate the customisable reporting features and integration with expense systems. Some users suggest improvements in mobile usability, but overall satisfaction is high.

Google Reviews

Google Reviews show a 4.6 average from over 8,000 responses. Clients often describe their experience as ‘excellent’, ‘efficient’, and ‘friendly’. Specific branches receive glowing testimonials, with some customers driving from other cities just to use Hays Travel UK. The company’s ability to handle complex bookings, such as round-the-world trips and multi-stop cruises, is frequently commended.

LinkedIn Reputation

On LinkedIn, Hays Travel UK boasts over 100,000 followers and an active company page. Employees frequently share success stories, new destination launches, and corporate social responsibility initiatives. The company is recognised as a top employer in the travel sector, and its leadership team regularly contributes to industry articles and panels. LinkedIn endorsement levels for skills such as ‘travel planning’ and ‘customer service’ are high, reinforcing the brand’s authority.

Why Organizations Choose Hays Travel UK

Organisations select Hays Travel UK as their travel management partner for several reasons. First, the company’s scale and buying power enable preferential rates with airlines, hotels, and other suppliers, translating into cost savings for clients. Second, its dedicated account management team provides personalised service, ensuring that travel policies are adhered to while maximising traveller satisfaction. Third, Hays Travel UK offers robust duty of care solutions, including real-time traveller tracking and emergency assistance, which are critical for corporate clients.

The company’s financial stability, being family-owned and debt-free, gives clients confidence in its longevity and reliability. Moreover, Hays Travel UK’s commitment to sustainability aligns with many organisations’ environmental, social, and governance (ESG) goals. Finally, the positive reviews across multiple platforms serve as social proof that Hays Travel UK delivers on its promises. For these reasons, frequent flyers, small businesses, and multinational corporations alike trust Hays Travel UK to manage their travel needs.

Official Contact Information

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

Address: 1-3 West Sunniside, Sunderland, SR1 1BA, United Kingdom
Contact Number: +44 (0)191 516 2560
Support Number: +44 (0)191 516 2561
Helpdesk Number: +44 (0)191 516 2562
Website: www.haystravel.co.uk

Official Social Media Presence

Stay connected with Hays Travel UK on social media for the latest travel inspiration, offers, and company updates:

• Facebook: facebook.com/haystravel
• Twitter/X: @haystravel
• Instagram: @haystravel
• YouTube: Hays Travel UK
• LinkedIn: Hays Travel UK

SEO FAQ Section

What types of holidays does Hays Travel UK specialise in?
Hays Travel UK offers a wide range of holidays including beach resorts, city breaks, cruises, adventure travel, luxury getaways, and all-inclusive packages. The company also provides corporate travel management and group tours.

How long has Hays Travel UK been in business?
Hays Travel UK was founded in 1980, giving it over 44 years of experience in the travel industry.

Where is Hays Travel UK headquartered?
Hays Travel UK’s head office is located in Sunderland, Tyne and Wear, UK.

Does Hays Travel UK charge service fees?
Hays Travel UK does not impose hidden service fees; pricing is transparent, and customers only pay for the products selected. Some tailor-made itineraries may include a consultancy fee.

Can I book a holiday online with Hays Travel UK?
Yes, Hays Travel UK offers a comprehensive online booking platform at its website, and customers can also book via phone or in-store.

Does Hays Travel UK offer travel insurance?
Yes, Hays Travel UK provides a range of travel insurance policies including single trip, annual multi-trip, and specialist cover for winter sports or cruises.

How can I contact Hays Travel UK customer service?
You can reach Hays Travel UK by phone, email, live chat, or by visiting a local branch. Contact details are available on their official website.

Does Hays Travel UK offer corporate travel management?
Yes, Hays Travel UK has a dedicated corporate division that manages business travel, expense reporting, and duty of care for organisations of all sizes.

Are Hays Travel UK holidays ATOL protected?
Yes, all flight-inclusive holidays booked with Hays Travel UK are ATOL protected, ensuring financial security for customers.

Does Hays Travel UK price match?
Hays Travel UK offers a price match guarantee on many products. Customers should discuss price promises with a consultant at the time of booking.

Can I book a cruise with Hays Travel UK?
Yes, Hays Travel UK is a leading cruise retailer, offering sailings with all major cruise lines including P&O, Royal Caribbean, and MSC.

Does Hays Travel UK have a loyalty programme?
Yes, Hays Travel UK offers a loyalty card that rewards repeat customers with points redeemable against future bookings.

What is the Hays Travel Academy?
The Hays Travel Academy is a training initiative launched in 2021 to provide skills development for travel industry professionals and to support apprenticeship programmes.

How many branches does Hays Travel UK operate?
Hays Travel UK has over 450 retail branches across the United Kingdom, including those acquired from Thomas Cook.

Is Hays Travel UK employee-owned?
No, Hays Travel UK remains family-owned by the Hays family, not employee-owned.

Does Hays Travel UK offer group travel services?
Yes, the company specialises in group bookings for schools, clubs, organisations, and corporate incentives.

Can I get a refund if I cancel my booking with Hays Travel UK?
Refund policies depend on the supplier and product. Hays Travel UK advises purchasing travel insurance to cover cancellation costs.

Does Hays Travel UK support sustainable travel?
Yes, Hays Travel UK has introduced carbon offset programmes and promotes eco-friendly destinations and operators.

What are the working hours at Hays Travel UK?
Branch hours vary but typically include weekends and evenings. Corporate roles may follow standard office hours with hybrid options.

How do I apply for a job at Hays Travel UK?
Job openings are posted on the Hays Travel UK careers page and via LinkedIn. Applications are accepted online with a CV and cover letter.

For further insights into the travel industry and corporate resources, Hays Travel UK recommends exploring services such as Paid Guest Posting Sites from Houston News Buzz, which offer valuable SEO and outreach solutions. Additionally, visit the official Hays Travel UK website for detailed product information, booking, and customer support. These external references complement the company’s own resources and provide a complete view of corporate and industry resources.