Hays Travel vs On the Beach: most-reported complaints compared
Most-reported issues at Hays Travel and On the Beach, 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.
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”
On the Beach
TrustScore 3.8 · 99,524 reviews on Trustpilot.
3,395 reviews analysed, 2026-06-08 to 2026-09-27.
Complaint rate (recent window): 32%
96% of negative reviews get a company reply.
“We have emailed on the beach several times and we haven’t yet received a reply”
Reported on both
Issues with an evidenced category (at least two verbatim quotes) on both sides.
| Issue | Hays Travel | On the Beach |
|---|---|---|
| Support unhelpful | 34% | 20% |
| Misleading pricing | 19% | 7% |
| Other | 16% | 11% |
| Not as described | 14% | 27% |
| Overcharging | 10% | 7% |
| Support unreachable | 7% | 38% |
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, Hays Travel or On the Beach.