A Sunderland-based travel firm that saved thousands of Thomas Cook staff from redundancy is celebrating its first profitable year since the start of the pandemic.
Hays Travel has survived a challenging three years since it rescued Thomas Cook staff when the firm collapsed in 2019. After buying all 555 of its UK travel agencies, Hays Travel faced a turbulent time when the coronavirus pandemic hit in 2020 with restrictions affecting travel.
Then in November of that year, the company's much-loved founder John Hays suddenly died leaving behind his beloved wife, Dame Irene Hays.
Hays Travel, which is the UK's largest travel firm, has now announced a profit before tax of £14.35m from its operations in high street retail, online service centres, homeworking, franchise, foreign exchange, and its Independence Group.
Owner and chairwoman, Dame Irene Hays, said: “These results vindicate our decision to acquire the Thomas Cook retail estate and we have fulfilled the commitment we made then to return the remaining shops to profit. The key to our success is our customer service ethos.
"Each time a new challenge appeared – whether it was traffic lights, restrictions or cancelled flights - our agents were there for their customers.”
She continued: “Our people have yet again been phenomenal. The success of the company in 21/22 is down to their fantastic commitment to continued customer service throughout the pandemic and ever since.
“We’ve continued to recruit and train more travel agents and head office positions and more than doubled the number of apprentices."
Despite the cost-of-living crisis gripping the UK, Hays Travel said there is still high demand for holidays. The firm said it has seen travel bookings increase by 221% compared to the previous 12 months, ending on April 30, 2021.
“The demand for holidays continues," Dame Hays said.
"As the UK’s largest independent agent, our vast range of products means we can find holidays for people who are on a budget or those who want luxury, longer cruises, or touring holidays, and we are seeing lots more people choosing to spread the cost by direct debit.
“In the current year, we will continue to grow organically and via acquisitions as well as developing our Independence Group, Foreign Exchange and Homeworking Divisions, continuing our focus on great value holidays and excellent customer care.”
Hays Travel was founded in 1980 and now has just under 500 stores, employing around 4,500 people across the UK.
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