The Growth Story of Hays Travel: From a Small Agency to a Market Leader
Hays Travel is one of the largest independent travel agencies in the UK. Founded in 1980, it started as a small business in the Sunderland area, providing local people with affordable holiday packages. Over time, the company grew and established a strong presence in the British travel market. This article explores the journey of Hays Travel and how it has become a market leader today.
The Early Days of Hays Travel: The Struggle for Growth
Hays Travel was founded by husband and wife team, John and Irene Hays. They started with just one shop in Seaham, County Durham, where they sold travel packages to local customers. At that time, the travel industry was highly competitive, and big tour operators dominated the market. To compete with them, Hays Travel had to offer something unique and different.
One of the key factors that helped Hays Travel grow was its commitment to customer service. John Hays believed that personal interaction with customers was crucial in building trust and loyalty. He also recognized the importance of offering a wide variety of destinations, tailored to customers’ specific needs and preferences. This customer-focused strategy was instrumental in the successful expansion of the company.
The Acquisition of Bath Travel and the Expansion of Hays Travel
In 2013, Hays Travel acquired Bath Travel, a well-established travel agency with 60 stores across the UK. This acquisition enabled Hays Travel to expand into new regions and increase its market share. The company continued to acquire other small travel agencies in subsequent years, adding more stores to its network.
By 2018, Hays Travel had over 1,000 employees and 190 stores across the UK. The company’s annual turnover exceeded £1bn. Hays Travel’s success can be attributed to its business model, which focuses on providing customers with expert advice, personalized service, and competitive prices.
Hays Travel’s Response to the COVID-19 Pandemic
The travel industry was hit hard by the COVID-19 pandemic, with many travel agencies and tour operators struggling to stay afloat. Hays Travel was no exception, but the company’s response to the crisis was admirable. In October 2019, Hays Travel acquired all 555 Thomas Cook stores in the UK after Thomas Cook went out of business, which helped the company regain market share.
During the pandemic, Hays Travel remained committed to its customers and employees. The company offered refunds and rebookings to customers whose trips were affected by travel restrictions. It also avoided mass layoffs, instead opting to furlough staff to protect their jobs.
The Future of Hays Travel
Despite the challenges posed by the pandemic, Hays Travel has remained resilient and optimistic about the future. The company has continued to invest in technology and innovative services to improve the customer experience. It has also launched an apprenticeship scheme to nurture new talent and promote career growth within the travel industry.
In conclusion, Hays Travel’s growth story embodies the power of customer service, innovation, and adaptability. The company’s commitment to personalized service and competitive pricing has established it as a market leader in the UK travel industry. By staying true to its core values and investing in the future, Hays Travel is poised to remain a dominant player in the years to come.
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