Terms & Conditions

HAYS TRAVEL LIMITED BOOKING CONDITIONS

Last updated 5th September 2025

Our trading policy is both professional and fair at all times. These Booking Conditions set out the responsibilities of Joe Biggs – Personal Holiday Advisor, a trading name of Constant Travel Ltd of 16 Pavilion Business Park, Royds Hall Road, Leeds, LS12 6AJ, and you, the customer.

INTRODUCTION

1.1 These booking conditions, together with our privacy notice and any other written information we brought to your attention before we confirmed your booking, apply to your booking with Hays Travel Ltd of Gilbridge House, Keel Square, Sunderland SR1 3LH ("we" or "us"). Please read them carefully as they set out our respective rights and obligations. In these booking conditions references to "you" and "your", include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. If you have any further questions after reading these booking conditions, then please contact our customer services team who will be happy to help you.

1.2 We act only as an agent. When you make a booking your contract (or contracts) will always be with the supplier(s) of the travel services you have booked. Our obligations to you may vary depending upon which arrangements you book with us.

BOOKING

2.1 By making a booking, you agree on behalf of all persons detailed on the booking that you have read these booking conditions and agree to be bound by them and you are over 18 years of age.

2.2 When you make your booking you must pay the relevant deposit as specified at the time of booking. If you believe that any details on the booking summary (or any other document) are wrong you must advise us immediately as it may not be possible to make changes later, you may incur charges to make changes and it may harm your rights if we are not notified of any inaccuracies in any document immediately.

2.3 Please check that all names, dates and timings are correct on receipt of all documents and advise us of any errors immediately. We will not make any charge for changes to documents, but you will have to pay any charges made by suppliers. Please ensure that the names given are the same as in the relevant passport.

PAYMENT

3.1 You will be required to pay a deposit or make full payment for your booking at the time of booking. 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 out in their booking 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.

YOUR CONTRACT

4.1 When making your booking we will arrange for you to enter into contracts with the suppliers (tour operator, airline or other supplier) named on your booking summary. For most bookings we act as agent for the supplier, but we act as your agent when making a booking with most no frills airlines. Details will be given at the time of booking. The supplier's booking conditions will apply to your booking, and we advise you to read these carefully as they contain important information about your booking. They may limit or exclude the supplier's liability to you, as well as in accordance with applicable International Conventions. Please ask us for copies of these if you do not have them. Until a component has been confirmed by the individual supplier, no contract has been formed.

4.2 You may wish to purchase flights, hotel, car rental, transfers or other services on our website. Each component will be provided by different third party providers of the products you have selected. Your contract will be with the individual suppliers and not with us. As an agent we accept no responsibility for the acts or omissions of the supplier or for the services provided by the supplier. However, depending on which arrangements you book with us a combination of travel services may be a package under the Package Travel Regulations for which we are responsible as package organiser (see “Where we are package organiser” below).

4.3 Where your booking is with Jet2holidays or easyJet holidays, their booking conditions will also apply. You should read these carefully before booking:

Jet2holidays Booking Conditions

easyJet holidays Booking Conditions

FLIGHTS

5.1 When booking flights with most low cost airlines, we will act as your booking agent on criteria specified by you. In relation to such bookings, you appoint us to source those flights on your behalf and you are our principal. We will arrange for you to enter into a contract directly with the airline concerned. Your payment obligations will be as agreed between you and us. In all other respects, you will be subject to the airline's terms and conditions which you must refer to on the relevant airline's website. You are advised to read these carefully prior to requesting us to book your flight. By making a booking for which we are acting as your agent, you specifically agree to the terms of this clause. We accept no liability in relation to any contract you enter into with the airline, or their acts or omissions, or for the flight service itself.

5.2 Charter flights: When you book your charter flight through us, we act as agent for the charter flight provider who holds an ATOL. The contract will be between you and the charter flight provider.

IF YOU WANT TO CHANGE OR CANCEL YOUR HOLIDAY

6.1 Any cancellation or amendment request must be sent to us in writing by the lead passenger and will not take effect until received by us. If you cancel or amend your booking the supplier may charge the cancellation or amendment charge shown in their booking conditions (which may be 100% of the cost of the travel arrangements). We may collect this on their behalf, and you also must pay us any applicable administration charges.

6.2 Any discount applied by Hays Travel Limited to the cost of your booking, is offered on the basis that you travel. In the event there are any amendments to the booking, any discount applied will be subject to a pro rata adjustment in accordance with the amendment. In the event the booking is cancelled, any discount applied will no longer apply and the booking will revert to the supplier`s original booking cost.

6.3 In the event of cancellation within 70 days of departure, any discounts, promotional offers or booking incentives applied at the time of booking will be removed and may become payable in addition to the applicable cancellation charges.

Cancellation charges:

More than 70 days – Loss of monies paid

70 - 42 days – 30%

41 - 29 days – 60%

28 - 16 days – 70%

15 - 08 days – 80%

07 days to departure – 100%

CHANGES OR CANCELLATIONS BY THE SUPPLIER

7.1 We will inform you of any changes or cancellations as soon as reasonably possible. If the supplier offers alternative arrangements or a refund, you will need to let us know your choice within the time frame we stipulate. If you fail to do so, the supplier is entitled to assume you wish to receive a full refund. Except where we act as package organiser (see “Where we are package organiser” below), we accept no liability for any changes or cancellations made to your arrangements by the supplier under your contract with them.

OUR SERVICE CHARGES

8.1 In certain circumstances we apply service charges which will be shown on your booking confirmation as follows:

• "Administration Fee for Supplier Failure Cover" (see “Your Financial Protection” below)

• "ATOL fee" (see “Where we are package organiser” below)

• "Service Charge" – a charge for the booking agency services we provide to you.

Please note that the term Service Charge does not refer to us putting together a holiday package, it is our standard charge for the service of acting as booking agent.

OUR RESPONSIBILITY FOR YOUR BOOKING

9.1 Your contract is with the supplier and its booking conditions apply. Unless we act as package organiser (see “Where we are package organiser” below), as agent, we accept no responsibility for the actual provision of the travel services. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to three times the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

COMPLAINTS

10.1 The contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their local supplier or agent immediately. If you fail to follow this procedure, there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

10.2 If you wish to complain when you return home, write to the supplier as set out in your booking confirmation. We will of course assist you with this if you wish - please contact Customer Services. If the matter cannot be resolved and it involves us or another ABTA member then you have the option to use ABTA’s ADR scheme, approved by the Chartered Trading Standards Institute, see ABTA.com.

YOUR FINANCIAL PROTECTION

11.1 Many of the travel arrangements that we sell are protected in the case of the financial failure of the travel company. Please ask us about the protection that applies to your booking.

11.2 When you buy an ATOL protected flight, or flight inclusive holiday 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.

ABTA

Joe Biggs – Personal Holiday Advisor is a trading name of Constant Travel Ltd, an Accredited Body Member of the Hays Travel Independence Group. Hays Travel Limited is a Member of ABTA, membership number P7577.

ABTA and ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan.

ABTA.com

INSURANCE

You are strongly advised to take out suitable insurance for you and anyone travelling with you.

PRIVACY NOTICE

We are committed to respecting your privacy and protecting your personal information.

Please refer to our Privacy Policy and Cookie Policy for information about how we collect, store and use your personal data and website cookies.

Privacy Policy

Cookie Policy

LAW AND JURISDICTION

These booking conditions are governed by English law and the parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.