Flexible cancellation policy helps Hays win Martin Lewis's UK's top travel agent during coronavirus lockdown title

The firm is trialing a new video service which allows customer to receive one-to-one advice and see holiday searches on their screen simply by contacting their local branch and booking a time.

And it has introduced a ‘Peace of Mind’ guarantee on holidays which means they can be canceled or amended free of charge up to just six weeks before the departure date, giving people the confidence to book for this year or next.

In March, 880 staff at the firm had their working hours axed to zero, while all others were cut by half for a month as the company worked to overcome the devastating consequences of the coronavirus pandemic.

But last month, the company confirmed hundreds of people had returned to work after a surge in winter bookings.

And the new ways of working have helped see Hays ranked the best high street travel agent in the UK for its response to customers during the coronavirus crisis.

More than 1,000 Hays Travel customers rated their experience in Martin Lewis's MoneySavingExpert.com survey of 53 of the UK's best-known travel companies including airlines and tour operators.

An overall score of over 70% for a "great" response placed Hays Travel way ahead of all of the big travel and tour operators on the list. Of all of the companies surveyed, only 17 had a net positive score and only two achieved a score of over 56%.

Managing director John Hays said: "We have been doing everything in our power to make sure our staff and customers are safe first and foremost.

"We have 2,500 people continuing to live our value of excellent customer service and caring for customers even while working from their homes and managing their own family responsibilities too.

"It's great to know that the efforts made by our staff in these really difficult circumstances for everyone have not gone unappreciated and Irene and I are really proud of them.

"We know there are still challenges every day and we are all working harder than ever to make sure our customers can be refunded or rebook – whatever is best for them.”

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