I don’t know where to begin or end with Hays Travel, I let them hang onto my money through 2 cancellations in 2020 and 2021, during the pandemic and finally got to go to Los Angeles in July 2022, (now). But the amount of errors, mis-communication and lack of flexibility when it comes to flights/hotels/anything, unless you really push is shocking. Still stuck in Heathrow Airport as I type, no sleep since Sunday in Los Angeles, it’s Tuesday here in the U.K, after a ten hour flight, the original 8 hour wait for flight to Newcastle is now at 11 hours wait, flight keeps getting delayed. There are some genuine people at Hays, but I will never go with them again, this was supposed to be the trip of a lifetime for my son. he is having a horrendous time on this journey. Please note: Never use travel agents because everything is non negotiable with flights, hotels or anything else, you have to include them in the situation, but if you deal direct with the companies, you can change most things within reason. Been told this everywhere. Lesson learnt.