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Frequently asked questions
Cancel Hays Travel: Step-by-Step Guide
How to cancel your Hays Travel booking and recover your money in ireland
Why you might need to cancel with Hays Travel
Travel plans change, and circumstances shift without warning. Whether you face financial hardship, illness, redundancy, or simply a change of mind, cancelling a Hays Travel booking is your legal right as a consumer in Ireland. This section covers the main reasons Irish customers cancel and what you should know before you act.
Common reasons for cancellation
You might cancel your Hays Travel booking for many legitimate reasons. Financial difficulty, unexpected illness, family emergencies, job loss, or redundancy all carry weight under Irish consumer law. You might also cancel because the holiday no longer suits your needs, you have found better value elsewhere, or you have simply reconsidered. Each reason carries different legal standing, so understanding your situation helps you frame your cancellation request effectively and strengthen your position if disputes arise.
Why acting quickly matters
Hays Travel applies escalating cancellation charges based on proximity to your travel date. The sooner you notify the company in writing, the more flexibility you retain and the lower your penalties are likely to be. Under the Package Travel Regulations 2018 (which apply to package holidays booked in Ireland), you have statutory cancellation rights within specific timeframes. Acting fast protects those rights and gives you the best chance of recovering funds before supplier deadlines pass and refund windows close.
Your consumer rights under irish law
Irish consumer law grants you clear protections when you book a holiday package through an agent like Hays Travel. This section sets out your statutory rights and how to invoke them if Hays Travel or its suppliers refuse to comply.
Package travel directive protection in ireland
Under the Package Travel Regulations 2018 (statutory instrument which implements the EU Package Travel Directive into Irish law), Hays Travel must provide you with clear written terms before you pay, including the full price, cancellation policy, and details of any insurance cover. If Hays Travel fails to provide these terms at the point of sale, those terms cannot be enforced against you. Furthermore, if the company cancels your package, it must offer you an alternative package or a full refund without penalty. This is a statutory right, not a contractual courtesy.
Your right to cancel within the cooling-off period
If you booked a package holiday distance contract (meaning you did not meet Hays Travel face-to-face at the moment of contract), you have a statutory 14-calendar-day cooling-off period from the date of booking. During this period, you can cancel without penalty and recover your full payment, unless you have already begun your trip. This right is non-negotiable and exists regardless of Hays Travel's standard terms. To exercise this right, you must send written notice to Hays Travel within the 14-day window. Yafee recommends sending your cancellation by email with read-receipt enabled to preserve evidence of the date you sent your notice.
Consumer rights act 2022 protections
Under the Consumer Rights Act 2022 (which codifies Irish consumer protections), Hays Travel must treat you fairly and transparently. The company cannot impose hidden charges, apply unfair contract terms, or refuse a legitimate refund without clear justification rooted in its published cancellation policy. If Hays Travel acts unfairly or breaches these duties, you can escalate your complaint to the Competition and Consumer Protection Commission (CCPC), Ireland's statutory consumer authority. Yafee advises keeping all written correspondence with Hays Travel to support a CCPC complaint if needed.
Understanding Hays travel's cancellation charges and refund structure
Hays Travel operates as a travel agent intermediary, meaning your contract sits between you, the agent, and third-party suppliers like airlines and hotels. This section breaks down how charges work and what you can realistically expect to recover.
How Hays Travel charges for cancellations
When you cancel a booking with Hays Travel, the company applies cancellation charges in line with the underlying supplier's terms, plus its own administration fee. These charges typically escalate as your travel date approaches. A booking cancelled 90 days before departure may carry minimal charges (typically 10-20% of the total). Cancellation within 14 days often means losing 50% to 100% of your payment to the supplier. Hays Travel then deducts its own administration fee, which typically ranges from EUR 25 to EUR 100 depending on booking complexity and whether you cancel one person or the entire party. Always request a written breakdown of all charges before you confirm your cancellation, so you know exactly what you will recover.
Refund timescales and payment method
Once Hays Travel processes your cancellation and receives refunds from suppliers, the agent typically returns money to your original payment method within 14 to 28 days. If you paid by credit card, your card issuer may take a further 5 to 10 working days to post the credit to your statement. Bank transfer refunds are slower and less transparent. If more than 30 days pass without a refund and Hays Travel has confirmed it received the supplier's money, escalate your complaint immediately and contact the CCPC or seek advice from Yafee. Long delays suggest the agent is retaining your money rather than processing it.
Methods for cancelling your Hays Travel booking
Hays Travel requires written cancellation to create an auditable record and protect both parties. This section covers the approved methods and how to ensure your cancellation is recorded.
Email cancellation to Hays Travel customer support
The preferred method is to send a written email to [email protected]. Compose your email clearly, stating whether you wish to cancel the entire booking or only a specific traveller's portion. Include your booking reference number (this expedites processing and prevents delays). In your email, state the date you wish the cancellation to take effect. Request written confirmation from Hays Travel within 5 business days, including itemised charges and the amount you expect to recover. Send your email with read-receipt enabled so you have proof of delivery. Yafee recommends creating a dated folder on your computer or phone to store all correspondence with Hays Travel, including the confirmation email you receive.
Written letter by post
If you prefer post or cannot access email, you may send a signed letter by registered mail to Hays Travel's office address. Your letter must include your full name, booking reference number, the date you wish the cancellation to take effect, and a clear statement that you are cancelling. Send it by registered mail so you receive a proof-of-posting receipt showing the date. Keep this receipt until you receive written confirmation from Hays Travel and your refund appears. Registered post creates a statutory paper trail and is strong evidence if you later need to dispute the company's claim that it never received your notice.
Phone call followed by written confirmation
You may telephone Hays Travel customer support to initiate your cancellation verbally. However, do not rely on a phone call alone. Within 24 hours of your call, send a follow-up email or letter confirming the cancellation and referencing the name of the staff member you spoke to and the date of your call. This written follow-up creates a binding record and protects you if Hays Travel later claims it never received your cancellation request.
Step-by-step cancellation procedure
This section breaks down the exact steps you must take to cancel your Hays Travel booking and protect your right to a refund.
- Gather your booking documents
- Find your booking reference number (usually in your confirmation email from Hays Travel)
- Locate your payment receipt and any insurance documents
- Note the date you received your booking confirmation
- Check the 14-day cooling-off window
- Count 14 calendar days forward from your booking date
- If you are within this window and have not yet travelled, you can cancel with zero penalty
- If you are outside this window, calculate what Hays Travel's published cancellation charges will be by reviewing your terms
- Draft your cancellation email or letter
- Address it to [email protected] (email) or the registered office address (post)
- State your full name and booking reference number
- Write: "I hereby cancel my booking for [departure date / person's name]. I request a full refund, minus any non-recoverable supplier charges and your administration fee, to be returned within 14 days."
- Include today's date and your contact telephone number
- If cancelling on grounds of hardship or emergency, briefly state this (it may support a stronger position)
- Send your cancellation by your chosen method
- If email: use read-receipt and send during business hours (Monday to Friday, 09:00-17:00 Irish time)
- If post: use registered mail and keep the receipt
- Do not send by ordinary first-class post; it leaves no proof of delivery
- Await written confirmation from Hays Travel
- Hays Travel must respond within 5 business days
- Its response must include an itemised breakdown of all charges and the net refund amount
- If no response arrives within 5 days, send a follow-up email marked "urgent" and reference your original email date
- Track your refund
- Once Hays Travel confirms the cancellation, your money should appear within 14-28 days
- Check your bank or credit card regularly
- If 30 days pass without the refund, contact Hays Travel again in writing and ask for proof that suppliers have refunded the company
- Escalate if necessary
- If Hays Travel refuses to cancel, applies unfair charges, or withholds your refund beyond 30 days, file a complaint with the Competition and Consumer Protection Commission (CCPC)
- Yafee can help you draft a formal complaint letter if needed
Cancellation charges and refund table
The table below shows typical cancellation charge bands for package holidays and what you can expect to recover.
| Days before travel date | Typical supplier charge | Hays Travel admin fee | Total charge | Estimated recovery |
|---|---|---|---|---|
| More than 60 days | 10-15% | EUR 25 | EUR 50-100 | 85-90% of total |
| 30-60 days | 25-35% | EUR 50 | EUR 150-300 | 65-75% of total |
| 14-29 days | 50-75% | EUR 75 | EUR 300-500 | 25-50% of total |
| Less than 14 days | 75-100% | EUR 100 | EUR 400-800 | 0-25% of total |
What to do after you cancel
Cancelling is not the end of your involvement; you must actively monitor your refund and escalate if Hays Travel fails to deliver. This section guides you through the post-cancellation period.
Monitor refund progress
After Hays Travel confirms your cancellation in writing, set a calendar reminder for day 28. Check your bank account or credit card statement on that date to confirm the refund has arrived. If the money has not appeared, send a follow-up email to Hays Travel marked "urgent" requesting proof of payment from suppliers and an explanation of any delay. Do not assume the delay is normal; it may indicate that Hays Travel has not yet chased suppliers or is retaining your money.
Escalation if your refund is late
If 30 days pass from your cancellation confirmation and your refund has not arrived, escalate immediately. Send a formal letter to Hays Travel by registered mail stating that it has breached its obligation to refund you within a reasonable timeframe (28 days is the industry standard). Request immediate payment and state that if payment does not arrive within 7 days, you will file a complaint with the Competition and Consumer Protection Commission (CCPC). Yafee has helped thousands of consumers recover delayed refunds by following this escalation path; most travel agents process refunds within 48 hours once they receive a formal escalation letter.
Keep all documentation
Retain every email, letter, receipt, and bank statement related to your booking and cancellation. These documents form the basis of any formal complaint to the CCPC if Hays Travel refuses to cooperate. Photograph your proof of posting receipt if you sent your cancellation by registered mail. Store digital copies in a secure cloud folder so you cannot lose them.
Common mistakes to avoid when cancelling
Many consumers weaken their position by taking preventable actions. Rest assured, these mistakes are easily avoided if you follow the steps above.
Cancelling by phone only
Do not rely on a telephone conversation as your sole cancellation notice. Hays Travel staff may forget to log your request, or the company may later deny it received your cancellation. Always send a written email or letter within 24 hours of any phone call, clearly stating that you are confirming your verbal cancellation request.
Accepting the first refund figure without question
When Hays Travel sends you its itemised refund breakdown, scrutinise every line. Check that the supplier charges match Hays Travel's published cancellation policy and that the admin fee does not exceed EUR 100. If the figures seem high or unclear, email Hays Travel asking for a detailed explanation of each charge. Do not cash the cheque or accept the bank transfer until you are satisfied the calculation is correct.
Waiting passively beyond 30 days
If your refund does not arrive within 28-30 days, do not wait indefinitely hoping it will appear. Contact Hays Travel immediately and ask for proof that suppliers have refunded the company. If Hays Travel cannot provide this proof, the company is liable for your money, not the suppliers. Yafee recommends escalating to the CCPC if Hays Travel does not refund you within 35 days from cancellation.
Cancelling without stating your reason
If you are cancelling due to hardship, illness, or emergency, briefly mention this in your cancellation email. Whilst the law does not require you to justify your cancellation, stating a legitimate reason may persuade Hays Travel to waive or reduce its admin fee in a gesture of goodwill.
Comparison table: cancellation methods
The table below compares cancellation methods and their advantages and disadvantages.
| Method | Speed | Evidence of delivery | Recommended for |
|---|---|---|---|
| Email with read-receipt | 1-2 hours | Strong (read-receipt + email server logs) | Most cancellations (fastest and safest) |
| Registered post | 3-5 working days | Strong (proof-of-posting receipt) | Situations where email is unavailable |
| Phone + follow-up email | Immediate (phone), 1-2 hours (email) | Moderate (only email is binding) | Urgent cancellations requiring immediate human contact |
| Ordinary post | 5-7 working days | Weak (no proof of delivery) | Not recommended; use only if no other option |
Your legal position: the cancellation framework
Under Irish law, your position depends on when you cancel. Within 14 calendar days of booking, you can cancel with zero penalty (unless you have already travelled) under the Package Travel Regulations 2018. After 14 days, Hays Travel can apply supplier cancellation charges in line with its published policy, plus a reasonable administration fee (typically EUR 25-100). You are entitled to a full refund of all amounts Hays Travel recovers from suppliers within 14-28 days of your cancellation confirmation. If Hays Travel breaches these obligations, you can lodge a complaint with the Competition and Consumer Protection Commission, which can order the company to refund you and pay compensation for unfair conduct. Yafee advises documenting every communication so you have evidence if escalation becomes necessary.
Frequently asked questions about cancelling
Can Hays Travel refuse to cancel my booking?
Hays Travel cannot refuse to cancel your booking. You have an absolute right to cancel under Irish consumer law. The company may apply charges in line with its published policy and supplier terms, but it cannot block your cancellation or refuse a refund of the amounts it recovers from suppliers.
What if i cancel within 14 days of booking?
If you cancel within 14 calendar days of your booking date (the statutory cooling-off period under the Package Travel Regulations 2018), and you have not yet travelled, you are entitled to a full refund without penalty. Hays Travel cannot apply any charges to this refund, although it may retain credit card processing fees if those were separately charged at purchase.
How long before my trip should i cancel to minimise charges?
The sooner you cancel, the lower the charges. Cancellations more than 60 days before travel typically cost 10-15%. Cancellations within 14 days often cost 50-100%. If your circumstances change, cancel immediately rather than hoping the situation improves.
What if Hays Travel does not respond to my cancellation email?
If Hays Travel does not respond within 5 business days, send a follow-up email marked "urgent" and state that failure to respond within 48 hours will be reported to the CCPC. Most companies respond within 48 hours once they receive a formal escalation notice.
Can i get a refund if i cancel during the trip?
No. Once your trip has begun, you no longer have a cooling-off right, and Hays Travel can apply full cancellation charges. However, if suppliers refund any component (e.g. unused hotel nights), you are entitled to recover that portion.
Contact details and next steps
When you are ready to cancel, use the email address below. Keep a copy of every communication you send and receive. If Hays Travel refuses to cooperate or delays your refund beyond 30 days, file a complaint with the Competition and Consumer Protection Commission (CCPC), the statutory consumer authority in Ireland. You can file a complaint online at www.ccpc.ie or in writing to the CCPC, 3 Shelbourne Street, Dun Laoghaire, Co. Dublin A96 F6D3.
Hays Travel customer support email: [email protected]
Yafee specialises in helping Irish consumers navigate cancellations and refunds with travel agents, holiday companies, and online travel platforms. If you need guidance on your specific situation, contact Yafee at www.yafee.com. Yafee has helped thousands of consumers cancel their bookings and recover unfairly withheld refunds. Your cancellation is within your rights, and Yafee is here to ensure Hays Travel honours its legal obligations to you.
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