Flight Centre UK vs Hays Travel: most-reported complaints compared
Most-reported issues at Flight Centre UK and Hays Travel, according to reviewers on Trustpilot — classified by our automated reader and backed by verbatim quotes from distinct reviews. This is a side-by-side of what reviewers report, not a score, rating or recommendation for either company.
Flight Centre UK
TrustScore 4.9 · 41,337 reviews on Trustpilot.
626 reviews analysed, 2019-05-23 to 2026-09-23.
Complaint rate (recent window): 2%
100% of negative reviews get a company reply.
“I was misadvised on the best flights, was led to believe our flights were ATOL protected when they were not”
Hays Travel
TrustScore 4.9 · 438,001 reviews on Trustpilot.
3,402 reviews analysed, 2025-02-13 to 2026-09-23.
Complaint rate (recent window): 1%
90% of negative reviews get a company reply.
“they also tried to charge over £100 more than the online price”
Reported on both
Issues with an evidenced category (at least two verbatim quotes) on both sides.
| Issue | Flight Centre UK | Hays Travel |
|---|---|---|
| Support unhelpful | 30% | 34% |
| Support unreachable | 29% | 7% |
| Misleading pricing | 11% | 19% |
| Other | 7% | 16% |
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. Figures are census classifications, not official statistics, and reflect what reviewers reported — not findings of wrongdoing by either company. Not affiliated with, endorsed by, or sponsored by Trustpilot A/S, Flight Centre UK or Hays Travel.