I spent 3 hours planning a holiday with Hays as the advisor had to keep calling booking agents each time we wanted to look at a different option. I returned the same day to book the holiday and at this point had a child with me, another 90 minutes and we left with the lady still finalising the booking. A month later I relooked at paperwork and noticed she had booked return flights on wrong dates, apparently I should have been supervising her throughout the 4.5 hours I spent there that day so it is my error. To get the transcripts of the conversation to a booking agent they want various forms of ID I think to determine people from doing this but I am confident in the morning the dates were correct. If the customer is responsible for making sure they book the holiday dates you originally give them I can't see what benefit it is to use them at all.