How Sunderland-based Hays Travel is changing practices and supporting customers in wake of coronavirus outbreak

In an interview on BBC Radio 5 Live on Tuesday, March 10, John and Irene Hays revealed that “things are slowing down” in the wake of the disease's outbreak – but that they remain excited about what the future holds following their acquisition of 500 Thomas Cook stores last year.

While customers are being contacted and supported in line with the latest travel advice from the Foreign & Commonwealth Office, the company’s focus is firmly on what’s to come with new staff appointments and additional training.

Irene said: “Obviously we look very closely at how the business is developing and it was developing incredibly well until February 22 and now that position is a little more mixed, but we are still incredibly enthusiastic.”

As cases of coronavirus continue to rise around the world, the couple told listeners that the ever-changing situation has led them to focus their marketing and look at how to support and encourage staff in selling differently.

The quieter periods have also allowed the company to enhance training for staff while they are less busy and spend more time on different elements of the job.

“We are very fortunate in having the Thomas Cook acquisition and having some very experienced travel consultants who know what they are doing in these circumstances and will make sure our customers get the very best service that they can get,” Irene added.

Husband John also told the 5 Live Breakfast programme that people are being “sensible” and that the company’s first concern will always be its clients.

A Hays spokesman said on Monday, March 9 that it would continue to “carefully monitor” Government advice on future travel.

They added: “Customers who have been advised not to travel to affected areas by the Foreign Office may be compensated under ABTA rules and we will support them through this.”

Cases of coronavirus (Covid-19) were first reported in Hubei Province, China, in December last year.

Since then, further cases of the virus have been confirmed in a number of countries including six in the North East of England.