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Head to Head with Dame Irene Hays (Hays Travel Group)

Dame Irene Hays, Owner and Chair at Hays Travel, will be meeting with Jo Causon, CEO of The Institute of Customer Service, as part of our Head to Head series to discuss leadership and challenges faced.

Dame Irene Hays built her career in both local and central government. Now the owner of Hays Travel, Dame Irene has been Chair of the Hays Travel Group for 16 years. Her late husband, John Hays, began selling holidays in 1980 and Dame Irene joined him in running Hays Travel when she retired from Whitehall.

Both Irene and John were hailed as ‘heroes of the high street’ in 2019, when they acquired the Thomas Cook estate and offered jobs to nearly 3,000 people. Headquartered in Sunderland, Hays Travel is the UK’s largest independent travel agent.

Supporting and enabling young people to reach their potential has been a constant throughout Dame Irene’s career. She was awarded a CBE in 2008 and a Damehood in the New Year Honours List of 2020 for services to the education and training of young people.


Tue 3rd October 2023


09:30 - 10:00

Who Can Attend

Open to Members & Non-Members




The Institute of Customer Service
The Institute of Customer Service
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