Only giving one star because I can't give none. We booked a cruise through them for May. As our outgoing flight was cancelled we got onboard 2 days late and have a letter from cruise line confirming they would make a pro rata refund within 3 -5 working days but if we booked through a travel agent we would need to get it processed by them. 2 months later we are still waiting. Hays have told us how much we are getting, a significant amount, almost a 4 figure sum, and that it is being processed by them(that was about 4 weeks ago) but every time we contact them we get a different story. We asked about rasing a formal complaint but were told it needed to go through Customer Service but they told us it needed to be the branch. We feel we are going round in circles. Other people affected have had their refunds. We used the Troon branch because we wanted to shop local but never again