Hays Travel Stoke Talke - Stoke-on-Trent

Mary Harvey

We went today to book for krakow. The young girl we saw doesn’t normally work at this shop she works at longton. Chloe was an absolute delight she was amazing and nothing was too much trouble. I would definitely use hays travel for more trips xx

daniel pugh

they are unhelpful they with hold your money when your flight gets cancelled twice and they dont want help find u a holiday i would not recomend them any more

Iain Shenton

As we, as a nation face uncertain financial times, my wife & I decided to throw caution to the wind - book a second holiday for us in 2022. One never knows what tomorrow may bring.

We sat with a lovely lady, chose a holiday for October - very exciting!

We asked her to give us a few hours to mull over our decision.

Our advisor agreed to call us at 2pm that same day, no call, no follow up, no
email...

Guess what... no sale.

We booked with a competitor the next day.

You only get one chance to make a first impression.

Shocking customer journey.

Sandy Dee

Went to change £600, checked rates online and looked favourable. Went to the store, no signage to give rates, no receipt with exchange rate given, no mention of different rate from staff - cost the equivalent of £50 difference between rate online and rate in store - would only recommend if you're happy to give £50 away.

Michelle Millward

Awful customer service, received an email 1 week before our holiday to advise there is building work going on at the hotel we are due to stay at, we went to hays to be told they will not do anything as they are just the agent and its out of their hands!! As we were leaving 2 of the staff started laughing, disgusting customer service, i would give no stars if it was an option. Will not be back

Beata Ch

If I wasn't more educated from the travel agent , I would of cancel my holiday I be stressed out.

One week before holidays I went to check in and after checking my partner passport travel agent said she can't check him in as his passport will be not valid with new 10 years rule. I was sure those 10 years passport rule apply just to EU countries. We were going to Turkey so validity of it was absolutely fine.

I told travel agent to research, after doing it so she checked my partner in.

You would of think they should know all of the rules , but it wasn't in this case. I came out stressed out .

Next time will be booking on my own not the travel agency.

Sam

If I could rate 0, I would.

Had me waiting for over an hour to finally come up and explain that I won't be seen today. There were two agents on, one whom had the same clients in there for over an hour (just browsing and deciding on their hotel) and the other agent was completing a booking. Fair enough, that's how it goes, I get that.

But .... If you're with a customer and you know you're not going to be finished within the next 15 - 20 minutes, surely you could pre-warn the customers that are waiting and explain the possibility of not being seen, then that is up to the customer whether they wait or not. Not just, "Oh we close in 20 minutes, we can't see you."

The agent offered to take details and phone me back in the morning. I stated that I'll be at work, to which I got 'the eye roll'. Well, I'm sorry that I work in aid to pay for your commission.

Whilst waiting, there were other customers bobbing in and out. All of whom were explaining how they've been phoning all week and no one's answered, emails sent but no replies and some who had previously called in at the weekend and told to return in the week. Oh and one agent gave the wrong information to a couple and when questioned on it, the agent stated "I was just looking at their date of birth, not their age."

I obviously knew I'd have to wait, hence why I was ok waiting for 75 minutes but, seriously, as a travel agent, you would surely know an average time for how long a booking takes and if you think you're not gonna be done, please just let the customers know. Especially when you've seen them sat there for over an hour.

Safe to say, I won't be returning and I'll take my custom elsewhere.

Edit: 2 days later, booked my holiday via Three Way Travel Ltd in Congleton; super friendly, helpful, honest and couldn't have asked for more. Glad they're getting my commission ?

Ryan Moore

Very short staffed, queue out the door, no one on travel money counter, just needed to change some money, waited over 25mins, no one came to me, so walked out, will go to tui instead