Hayes & Jarvis: most-reported complaints
- Complaints in recent reviews
- 0% of 221 recent reviews analysed
- Most-reported issue
- Support unhelpful 46% of complaints
- Company replies
- 100% of negative reviews, typically within 1 days
- TrustScore
- 5 from 2,661 total reviews
- Review window analysed
- 2011-11-22 to 2026-10-13 300 reviews
- Sector
- Travel
Automated analysis of 300 public Trustpilot reviews published 2011-11-22 to 2026-10-13. TrustScore 5 from 2,661 total reviews — see the Trustpilot page. Quick answer: is Hayes & Jarvis legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, with 36 complaints noting that staff refuse refunds or offer credit notes instead. A significant number of customers also find support unreachable, citing instances where the company declines to process refund requests. Additionally, some reviewers mention that refunds are refused, a trend that is currently rising, while others report that services are not as described, such as failed hotel bookings.
What are the most common complaints about Hayes & Jarvis?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Support unhelpful | 46% | 36 | steady | |
| Support unreachable | 27% | 21 | steady | |
| Refund refused | 24% | 19 | rising since 2020-03 | |
| Not as described | 23% | 18 | falling | |
| Overcharging | 22% | 17 | falling | |
| Refunds delayed | 6% | 5 | rising since 2020-03 |
Support unhelpful
36 reports · 46% of complaints“refuses to refund the money, giving us a refund credit note instead”
The company replied on 2020-08-18: “Dear Janet, I'm so sorry to hear about your frustration and I would love to speak with you to discuss this further. Please email me directly at [email protected]. Warm regards, James…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“have totally ignored their own terms of booking , together with not complying with ABTA guidelines on refunds”
The company replied on 2020-08-18: “Dear Gary, I'm so sorry to hear about your experience with us. I would love to speak with you to discuss this further. Please email me directly at [email protected]. Warm regards, James…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“All Hayes and Jarvis say is they are not discussing Refunds at this time”
The company replied on 2020-08-18: “Dear Mr Bateman, I'm so sorry to hear about your experience with us. I would love to speak with you to discuss this further. Please email me directly at [email protected]. Warm regards,…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
Support unreachable
21 reports · 27% of complaints“they have decided that they are not refunding their customers on request”
The company replied on 2020-08-18: “Dear Mr. Bailey, I'm so sorry to hear about your frustration and I would love to speak with you to discuss this further. Please email me directly at [email protected]. Warm regards, James…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“we've just received a credit refund. It feels like we are been forced to have to book with them”
2 readers marked this review helpful on Trustpilot.
“They have flatly refused to refund our money even though this is against the terms & conditions”
The company replied on 2020-08-18: “Dear Mrs. Bennett, I would love to speak with you to discuss this further. Please email me directly at [email protected]. Warm regards, James Golding (UK Country Manager)”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Refund refused
19 reports · 24% of complaints“refuses to refund the money, giving us a refund credit note instead”
The company replied on 2020-08-18: “Dear Janet, I'm so sorry to hear about your frustration and I would love to speak with you to discuss this further. Please email me directly at [email protected]. Warm regards, James…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“have totally ignored their own terms of booking , together with not complying with ABTA guidelines on refunds”
The company replied on 2020-08-18: “Dear Gary, I'm so sorry to hear about your experience with us. I would love to speak with you to discuss this further. Please email me directly at [email protected]. Warm regards, James…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“All Hayes and Jarvis say is they are not discussing Refunds at this time”
The company replied on 2020-08-18: “Dear Mr Bateman, I'm so sorry to hear about your experience with us. I would love to speak with you to discuss this further. Please email me directly at [email protected]. Warm regards,…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
Not as described
18 reports · 23% of complaints“We discovered we were not booked in. We then went to a different Hilton, the one on our itinerary, only to find we were not booked in there either”
The company replied on 2017-02-09: “Dear Mr Robinson, As per our telephone conversation this morning I am sorry to hear you have been left feeling so disappointed after your holiday. As agreed earlier today, I am going to conduct a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“their adviser sold to us as adults only-it actually had two play areas with children playing in throughout our stay”
The company replied on 2016-12-06: “Dear Ms Richards I am so sorry to hear about the issues you are having regarding your holiday. I have spoken to my Customer Relations team regarding your feedback and they will contact you to discuss…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“we were over charged for many of our excursions and the quality of accommodation booked was sub standard”
1 reader marked this review helpful on Trustpilot.
Overcharging
17 reports · 22% of complaints“took a non-refundable deposit of £300”
The company replied on 2018-10-22: “Hello Following our communication I can confirm the refund has been requested. I am sorry you were left feeling disappointed and that your experience fell short of our usual high standards, I will…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“We discovered we were not booked in. We then went to a different Hilton, the one on our itinerary, only to find we were not booked in there either”
The company replied on 2017-02-09: “Dear Mr Robinson, As per our telephone conversation this morning I am sorry to hear you have been left feeling so disappointed after your holiday. As agreed earlier today, I am going to conduct a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“their adviser sold to us as adults only-it actually had two play areas with children playing in throughout our stay”
The company replied on 2016-12-06: “Dear Ms Richards I am so sorry to hear about the issues you are having regarding your holiday. I have spoken to my Customer Relations team regarding your feedback and they will contact you to discuss…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Refunds delayed
5 reports · 6% of complaints“only to be told its a further 2 months to process they payment!”
1 reader marked this review helpful on Trustpilot.
“So from April 2020 I got told we would have to wait until 31st January for our refund (nearly 1 year).”
The company replied on 2021-02-08: “Dear Cloe, Many thanks for your comment below. Please contact myself at [email protected] directly and I will ensure you receive your refund via TUI. warm regards Steven Wilkinson”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“We have been waiting since February for a refund”
The company replied on 2020-12-03: “Dear Ben, I would love to speak with you to discuss this further. Please email me directly at [email protected]. Warm regards, Steven”
Our classifier read this reply as a substantive response.
It promised: to make contact.
How to reach Hayes & Jarvis
These are the contact details Hayes & Jarvis publishes on its Trustpilot profile, as of our last check on 2026-11-12 — phone 01293 839210, email [email protected], address Platinum Road, St Mark's Hill, Surbiton, KT6 4BH, GB.
The company claimed its Trustpilot profile on 2016-06-01, uses Trustpilot’s paid features, and last replied to a negative review on 2026-10-14. Trustpilot ranks it 1 of 42 in Tour Agency. We last checked this profile on 2026-11-12 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 42 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 07/03 Win A £2000 Hayes & Jarvis Holiday (Take Quiz)”, “E: 09/01 Win 1 of 10 £1,000 vouchers towards a Hayes & Jarvis holiday”, “Hayes & Jarvis vs Kuoni !!”.
Elsewhere: 4.5★ on Google (248 reviews, as of November 2026)
TrustScore over time
5.0 → 5.0 across 22 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 21 dated readings
2026-08-15 (0%, 0.0d) · 2026-08-18 (0%, 0.0d) · 2026-08-21 (0%, 0.0d) · 2026-08-24 (0%, 0.0d) · 2026-08-30 (0%, 0.0d) · 2026-09-02 (0%, 0.0d) · 2026-09-05 (0%, 0.0d) · 2026-09-08 (0%, 0.0d) · 2026-09-12 (0%, 0.0d) · 2026-09-21 (0%, 0.0d) · 2026-09-24 (0%, 0.0d) · 2026-09-30 (0%, 0.0d) · 2026-10-09 (0%, 0.0d) · 2026-10-15 (100%, 1.0d) · 2026-10-22 (100%, 1.0d) · 2026-10-25 (100%, 1.0d) · 2026-10-28 (100%, 1.0d) · 2026-11-03 (100%, 1.0d) · 2026-11-06 (100%, 1.0d) · 2026-11-09 (100%, 1.0d) · 2026-11-12 (100%, 1.0d).
Severity: 45% of this company’s 78 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
What their policy promises
support availability: 24/7
“You’ll also have a personal and dedicated trip coordinator, backed by 24/7 support in case of emergencies while you’re travelling.”
support availability: 09:00 - 17:30
“Call us today from 09:00 - 17:30”
support availability: email or phone
“Start planning your dream trip by talking to our Destination Specialists”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-11-11.
Policy-page monitoring
We monitor this company’s published policy page. No change to the policy text has been detected since we started watching on 2026-09-14.
1 other page edit recorded (dates, counters, menus, banners, or edits we could not verify against the page text) — not listed
Automated change detection on the company’s own published policy page. A change is listed only when a term, price, time limit, right or contact route in the policy text changed; other edits are counted, not listed.
Measured reply time: across 52 negative reviews that received a public reply, the median wait was 2.5 days — the company profile reports an average of 1 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 52 company replies to negative reviews analysed, 40% engaged with the specific problem and 50% were generic templates.
Review provenance: 190 company-invited reviews in the recent window average 4.99★, while 44 organic (uninvited) reviews average 4.91★.
14% of its 232 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 46% of this company’s complaints vs a 31% median across 133 ranked companies in its sector.
Review velocity: 141 of this company’s 2,661 Trustpilot reviews (5%) were written in the last 12 months.
Other UK companies with evidenced “Support unhelpful” complaints
See all companies by issue: Support unhelpful · Support unreachable · Refund refused · Not as described · Overcharging · Refunds delayed · Sector table: Travel in the UK
Compare Hayes & Jarvis with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-10-15.