After obtaining quotes via Facebook for Florida 2029 we were debating whether to just wait to book however Ruby was more than happy to check various options for us without any hesitation to get us the... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Ruby Lynn was absolutely fantastic from start to finish. She really took into consideration what we wanted from our holiday and nothing was ever a bother if I wanted prices for different flights/hotel... See more
Ruby who took our booking was very helpful and patient (!) in helping putting into place our holiday requests. Nothing was too much trouble for her and she was able to address our concerns most profes... See more
Company replied
Well trained, Lovely & friendly staff. Really helpful in finding the perfect holiday for us. Even little details, like checking different days to see if it a bit cheaper. ( we got 11 days holiday as i... See more
Company replied
Company details
- Travel Agency
- Cruise Agency
- Cruise Travel Agency
- Cultural Tours Provider
- Currency Exchange Service
- Travel Aggregator
Written by the company
Hays Travel, the UK's largest independent travel agent, brings over 40 years of expertise and customer care to every aspect of your holiday planning. With over 460 branches nationwide, we pride ourselves on providing our customers with tailor-made travel packages, exceptional service, and exclusive deals local to them. Whether you dream of family-friendly resorts, all-inclusive holiday packages, luxury cruises, UK short breaks, or last-minute getaways, Hays Travel is here to bring your dream holiday to life. In addition to popular travel destinations across Europe, we also provide exotic trips to far-off destinations, including Asia, the Caribbean, and beyond. Our dedicated travel agents are passionate about creating the perfect holiday experience for you. As your one-stop travel shop, we offer a wide range of services, from flights, cruise, and hotel bookings to airport parking, travel insurance, attraction tickets, and award-winning foreign exchange services. We partner with trusted suppliers like TUI, P&O Cruises, and Jet2holidays, to ensure top-quality service for all our customers, whilst hand-selecting the best deals that fit your budget and needs. Committed to delivering exceptional value, we also offer free child places and flexible payment options, including interest-free monthly direct debits and low-deposit deals on select holidays. Because everyone deserves to Holiday the Hays Way. Choose Hays Travel today for an unforgettable holiday experience backed by trusted, expert guidance every step of the way.
Contact info
25 Vine Place, SR1 3NA, Sunderland, United Kingdom
- 0191 5677711
4.9
Excellent
962 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
It wasn't the customer service
It wasn't the customer service, couldn't fault her. I booked a holiday, paid £360 deposit on 27th February 2026,Friday.
Only to find out that this was no longer viable. Went back on the Monday to be told deposits are not refundable (3 days) .Fuming.
28 February 2026
Reply from Hays Travel - Sunderland Vine Place
I would like to once again apologise that we were unable to retrieve your deposits from Easyjet, this is normal T&Cs with any operator once the holiday is booked they do not give a cooling off period for deposits. I understand Mel offered you to amend the holiday to another trip but on this occasion you were unable to do this. Once again sorry for any inconvenience caused. Kind regards Rachel
Ruby was very helpful
Ruby was very helpful, working between our available dates to secure us a booking at an amazing price!
28 February 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you so much for your lovely review Keith! It was a pleasure to book your cruise I hope you have the most amazing time and I look forward to hearing all about it! Many Thanks Ruby :)
Safe and good place
Nice people to talk to lovely staff.
Mel help us sort all holiday thank you so much for help and check all place what we ask for. 🙏
21 February 2026
Absolutely fabulous… I dealt with…
Absolutely fabulous… I dealt with ruby.. who couldn’t do enough for us.. she bent over backwards to help us,and was sooooo very patient…hays travel,ruby is a credit to your company.. every company should have a ruby!!! Thanks again for all your help….
27 February 2026
Reply from Hays Travel - Sunderland Vine Place
Aww thank you so much for your lovely review Jill! It was a pleasure to book your holiday to Rhodes I hope you have the most amazing time and I look forward to booking your next one! Many Thanks Ruby :)
Staff are fab
Ruby found some great holiday choices and very soon found a great one for us at a good price. Arranged extra details for some medical issues. All in all fab service
27 February 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you for your lovely review Kathryn! It was a pleasure to book your holiday to Bulgaria I hope you have the most amazing time and we look forward to hearing all about it! Many Thanks Ruby :)
Chloe Henderson was Amazing
Chloe was very professional, kept me updated and checked anything they were not sure of. Re iterated the holiday back to me to clarify. Made sure i was happy and kept me well informed. Advised me of currency Hays offer to their customers too. Was a lovely easy process and i was really happy with the excellent service Chloe provided. Thank you
21 February 2026
Reply from Hays Travel - Sunderland Vine Place
Thank You For such a lovely review Chloe:)
Always get fabulous service from the…
Always get fabulous service from the girls in the Sunderland shop, very friendly & polite 👍🏻😊
22 February 2026
The lady who dealt with our holiday…
The lady who dealt with our holiday booking was very helpful, making it an enjoyable experience. She was also able to ask any queries we had.
20 February 2026
Last minute deal
We were greeted by Ruby when we entered the shop, she was so lovely and helped us book a last minute holiday, she explained everything in full and was very professional, she is a asset to the business.
17 February 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you so much for your lovely review Julia! It was a pleasure to book your holiday to Tenerife I hope you both have the most amazing time and I look forward to hearing all about it! Many Thanks Ruby :)
Aways a pleasure going to book through…
Aways a pleasure going to book through maddison in the sunderland shop , im guttered shes leaving x
11 February 2026
Reply from Hays Travel - Sunderland Vine Place
Thankyou so much for leaving this lovely feedback! We'll pass this on to Maddison, she'll be over the moon! Thanks again! :) Mel
Reply from Hays Travel - Sunderland Vine Place
Aww thanks so much Elsa! :D Was lovely to see you both and glad we could get you all booked up for your next holiday! :D Thanks again, Mel
Reply from Hays Travel - Sunderland Vine Place
Thanks so much for taking the time to leave this lovely feedback, I really appreciate it and it was a pleasure to get you all booked up again! Thanks again and you know where I am if you need any further help at all! :) Melanie
Hays have some fab cruise deals Hays staff are professional and…
Hays staff are professional and friendly Rachel know that we love cruise holidays and informs us about the great deals
We went to pay money off a cruise we going later in the year and booked a cruise for next January
11 February 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you for leaving us some lovely comments, its a pleasure to book your holidays. Hope you both have a great time on your cruise. I cant wait to hear all about it when your back. Thank you Rachel
Reply from Hays Travel - Sunderland Vine Place
Thanks so much for taking the time to leave this feedback, I really appreciate it and hope you're looking forward to your holiday! :D Thanks again, Mel
Very helpful patient very happy family…
Very helpful patient very happy family perfect experience
8 February 2026
Reply from Hays Travel - Sunderland Vine Place
Aw thank you so much for taking the time to leave this lovely feedback, I'm so glad you were happy with my service, and it was a pleasure booking your summer holiday for you! Hope you're all still looking forward to your holiday and if you need any further help at all you know where I am! :) Many thanks again, Melanie
Reply from Hays Travel - Sunderland Vine Place
Awww thanks so much for this lovely feedback Julie! Really appreciate it and hope you're still looking forward to your amazing holiday! :D Thanks again, Mel x
Reply from Hays Travel - Sunderland Vine Place
Thank you for the lovely review David! It was a pleasure to get you both booked up on your cruise and I hope you have a lovely time! :) Maddison
Excellent service
spoke to Melanie at hays travel who was excellent in helping me arrange my holiday . she was very knowledgeable and the deal she came back with exactly what i wanted at a great price. would recommend them to anybody
7 February 2026
Reply from Hays Travel - Sunderland Vine Place
Thank you so much for leaving this feedback for me, I really appreciate you taking the time to do this and I'm really glad you were happy with my service! I hope you're still looking forward to your holiday, and if you need any further help at all you know where I am! :) Many thanks, Melanie
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.