In March 2020, following the purchase of Thomas Cook, Hays Travel was named as one of the Top 100 Employers in the United Kingdom. On 3 August 2020, Hays Travel announced up to 878 members of its retail staff would be made redundant. This was mainly due to the effects of the COVID-19 pandemic.

Hays Travel made global headlines in 2019 when it "saved the high street" by acquiring the entire retail portfolio of the collapsed Thomas Cook, which included 555 shops and saved thousands of jobs. Following this massive expansion, the company faced the immense challenge of the COVID-19 pandemic, which hit just months later. Despite the travel shutdown and the passing of its beloved founder John Hays in late 2020, the company remained resilient under the leadership of Dame Irene Hays. By 2025 and into 2026, Hays Travel has not only survived but thrived, reporting record-breaking turnover and profits. The company has continued its strategic growth by acquiring several smaller independent agencies, such as Polka Dot Travel and Millington Travel, further solidifying its position as the UK’s largest independent travel agency. In 2026, Hays is known for its "homegrown" apprenticeship programs and its commitment to a physical presence on the high street, bucking the trend of purely digital travel booking.