Hays Travel introduces customer app as part of ‘tech transformation’

Both staff and customers have trialed it 

A bespoke Hay Travels app has been developed to complement the service provided by agents in branches.

The technology enables clients to keep and view their travel documents in one place, settle balances with fast and secure payments, add holiday extras such as airport parking and car rental.

The UK’s largest independent agency group appointed travel technology specialist digitaltravel.io to build the app, following a competitive procurement process.

Hays Travel staff in retail branches and at its Sunderland head office put the new app through its paces during a trial phase, giving the development team feedback on their experiences.

A customer trial phase then involved the app being introduced across Hays Tavel’s retail divisions, with staff in branches encouraging customers to download and use the app and give feedback.

Owner and chair Dame Irene Hays said: “We are delighted to reach the launch stage of this important output in our tech transformation programme. 

“Whether they are researching their next holiday or managing their booking, our app’s interactive features that will further improve our customers’ experience and complement the service our agents provide in branches.

“We were impressed by the digitaltravel.io team who understood our objectives and demonstrated that they have the experience and capability required to build us a bespoke Hays Travel app.”

She added: “This is just the beginning, working with digitaltravel.io and our tech partner Nordstar, we have a roadmap in place for further developments and additional functionality that will improve customers’ experience and journey.”

Peter Whittle, digitaltravel.io chief executive, added: “This is a landmark project for digitaltravel.io. The bespoke app we have developed for Hays Travel will offer customers an even better experience and further grow Hays’ brand loyalty and reputation. 

“From travel planning and trip booking to staying connected on the go, this all-in-one app focuses on customer engagement and post booking services to make holiday planning simple.

“It was a pleasure working with the Hays team who were open to our ideas and challenged us to deliver a first-class bit of tech – we are all very happy with the results.”