Hays Travel - Cockerton Reviews 

Incorrect records, no assistance leaving us stranded 9000 miles from home…beware

booked a holiday through Haye’s Travel flying from Heathrow to Tokyo on 2/6/26

We want to fly down to Heathrow to pick up our main flight, we spoke back to Haye’s whom advised they couldn’t see any suitable flight and to book myself independently.

I then booked flight for my husband and I to Heathrow from Glasgow.

Unfortunately the Glasgow flight was delayed as soon as I knew this I spoke back to Haye’s travel in cockerton and they said I should be ok but worst case if I miss my flight then to book myself independently own and claim from my travel insurance and just continue with my holiday.

Once we got to London I could see we were cutting it fine to make our flights so I spoke back to Haye’s travel in cockerton and they said worst case buy new flights claim it back and continue with my holiday, it took over 40 minutes for baggage to come off, I spoke to Sam at British airways he tried twice to call china airlines and told me we would be rebooked but at least try to make this flight! we had to wait for our baggage as it constrained stoma devices for my husband and he can’t go without.

We got to check in 3 minutes late with china airlines and was told we wouldn’t be flying and it was up to British Airways to reschedule the flights.

So after running from terminal 5 to terminal 2 I was exhausted as I suffer with fibromyalgia I spent £30 on a taxi back to terminal 5, I went to zone D and spoke to Ana and she said don’t worry they will get me rebooked and to go to zone H, I went there and they said the couldn’t do anything. So I went back to zone D and spoke to Hameed he said go to zone E all the managers are there and I will get rebooked.
I went to zone E and the lady tried and could not rebook me, she then spoke to a team leader on the phone and he could rebook me either! She then went to a COM (the most senior manager on shift) she immediately turned on me stating all British airways had to do was to get me to Heathrow and that was her job done, I explained that her other members of staff had promised me a rebook on our dream holiday and she asked me to name each of the staff members I didn’t have all of them and the ones I did have she said she didn’t know them as there’s hundreds of staff on site, I asked her if she could help book more flights to which she accused me of asking her to manipulate prices, I asked her why she was looking at me in utter disgust and she said this is how she could look all the time, I don’t know her and I said surely as a manager she has authority to help a customer, then I got shouted for apparently telling her how to do her job!

She made me feel like white trash! She was so dismissive and disrespectful.

I then returned to terminal 2 by taxi and went back the the china airlines desk and asked if I could by a ticket for the later flight, I got told no we don’t sell tickets!

By this time I was burnt out and in tears and an airport member of staff came to ask what’s wrong? I told him and he went back to the china airlines desk and was told I could buy a ticket from the sky fix desk over the way, I went there and was told ticket sales had stopped at 9.15 and it was 9.20!

We looked for hotels as it was getting late, due to all the delays and failed connections all hotels were full we had no option other than to stay in the cold terminal all night!

We were approached by police to make sure we had tickets the next day, to which we complied and showed our tickets.

We finally got to Tokyo a day late to recover a Facebook message from Haye’s travel cockerton to say I had to contract visita (the tour operator urgently about our return flights.

As it stands our return flights have been cancelled vista are blaming Haye’s travel for giving me poor advise as it’s common knowledge if you miss one flight on a booking they cancel the remaining booking.

I have been told my case has been escalated but not hopeful by vista I have spent hours on the phone to no avail and getting told to relax and rest and enjoy my holiday! How can I with no way of getting home! Other thank you buy more tickets but funds are low and I have already paid for flight home!! I should be allowed to get home on the booking I have paid for.

I have never felt racism like it in my own county it really is a disgrace.

Fantastic helpful friendly service from Sue as usual great team at cockerton.

Great experience. Helped me find and book the best deal and flights for my break.
Would recommend and rebook with Hayes

I had a fantastic experience booking my holiday. From start to finish, Kati was professional, friendly, and incredibly helpful. She kept in regular contact throughout the whole process, providing updates and making sure everything was running smoothly.
What impressed me most was how well she listened to what we wanted. They took the time to understand our preferences and found options that suited out needs perfectly. Nothing felt rushed, and any questions we had were answered promptly.
Her communication, attention to detail, and excellent customer service made the whole experience stress-free and enjoyable. I wouldn't hesitate to book through them again and would highly recommend them to anyone looking for a reliable and knowledgeable travel advisor.

Great service very much appreciated

My Husband and I always use Hays travel in Cockerton,
Always have excellent service,
Friendly and helpful staff (Katherine was our lovely travel advisor today),
And this travel agency is convenient and local to us.

I went into Hayes Travel Agents in Cockerton, Darlington not really knowing where I wanted to go, and I had certain stipulations due to my age, travelling alone and other complications, but I felt that Sue, the manager, had all the time in world for me. Nothing was too much trouble and eventually after a lot of searching, and coming up with some superb hotels in some wonderful locations, I settled on a hotel which fit all my criteria in Lanzarote. I ended up booking a junior suite for sole occupancy in a beautiful hotel, which suits my needs right down to the ground. She has booked absolutely everything for me, and I am thinking of booking somewhere else in September. I will definitely go back to Hayes again. It was a pleasure!

A wonderful way to book a holiday at Hays Travel. Cockerton. I had to cancel my last holiday cruise due to a sudden illness. The girls at Hays helped along the way and sorted the cancellation with no problem at all. Rearranged another cruise with them this week with so much help and advice. First Class service and with a smile.

Excellent service from answering the phone to booking my holiday
Well done as always Hays Cockerton

Fantastic service as always

Always straight forward from the girls
10/10 as always

All details clearly communicated, really easy to book ☺️ thank you!

Excellent very helpful advice will go back again

Brilliant always are no faults at all . Very helpful

Very efficient.

The girls in there second to non! Heys travel their a credit to you

Very helpful

We look forward to receiving a friendly, informative and efficient service whenever we visit. We have booked all our holidays through Hays Travel since they first opened and we will continue to do so.

Hays Cockerton Darlington
Once again, Thank You so much for making booking our Cruise such a lovely experience
Sue, Katie & Jess
1st class service and knowledge
Thank You!!