Crystal reps are useless

A snowHead

If it was Crystal's fault this week when there was a big dump of snow which mean people have their holiday affected, why wasn't it their fault last week when there was no snow which created different problems. Ironic really. As skiers and hence risk takers, we should know better than most that it's quite difficult to overcome the forces of the weather ...... "no such thing as bad weather, just bad clothing" and all that...... and when you go on a skiing 'holiday' you are putting yourself in a potentially harsh and dangerous environment and hiccoughs occur (snapped Achilles a few years ago).

I suspect that there were risk assessments and contingency plans in place by TOs and local government offices which is why they could get emergency accommodation but looks like the situation that presented itself was bigger than anything that had been planned for. I'm not aware that anybody is seriously ill (or even died) as a result of being stuck which, frankly, must have been a concern (and perhaps even primary concern) given the conditions out there so on that basis, there should be some applause. I dare say there will be lessons learnt and changes that will make it better next time - being able to communicate seems to be the big one. Of course if we all want less hassle transfers on snowy days then we will all need to accept that ski trips become that little more expensive as more contingency will cost money.

A snowHead

Well, the person's real but it's just a made up name, see?

Since having worked in the ski travel industry I'm constantly amazed at what customers expect from a rep in times like this. Crystal is a budget tour operator and provides a basic but decent service. At this time of year the rep is likely to be a youngster with no real practical experience, having just got through training in mid December. And that's not unique to Crystal, seasonal working for tour operators has a huge staff turnover and every November is the start-again period. Any reps that return to do more seasons as a rep with the same TO or another one are in the minority (probably around 5-10% in my experience), so there is very little retained knowledge amongst the transfer staff.

It's a common complaint that "there was no information given", but the rep can only pass on the information they have to hand, which in scenarios like this weekend with chaos abound is extremely likely to be guesswork or just a complete lack of info from travel HQ. I've seen some comments on here suggesting that the reps blatantly lied, which I struggle to believe. I do believe that the system for getting all information to the reps on stuck coaches is limited, but its predominantly limited by the fact that generally even those organising transport rearrangements don't know the solution until very short notice, and the amount of options are very few. Besides, I found that passing on bad news as you found out about it was never well received, it's only good information that is wanted and in such situations people just want to sound off at someone even they were provided with a fully accurate but bleak picture.

The reps are always the ones that bear the brunt of the customer but its a thankless task as they are in no position whatsoever to influence anything, they can only pass on information that they actually have, and disruption in the Alps is almost unlike any other form of travel when it comes to such out of control matters as monumental snowfalls and general chaos everywhere.

I'm not suggesting that TOs do everything right, far from it. But the expectation level of the customer is sometimes at such ridiculous levels that there can be no right solution from the rep; some customers expect the rep to sort out all the problems there and then when they are simply not in any position to do that, whoever they work for.

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I would suggest to blame the [generally very young, inexperienced] rep on the bus as unfair, yet not unusual with big corporations.

Those at the 'sharp end' get the grief & the 'suits' keep their heads down...no surprise there then!

We have travelled with Crystal several times & on the whole they have met our expectations satisfactorly, as for 'budget operator' got to disagree having always had to go Feb 1/2 term. Last holiday with Crystal was 2010 to the Diva @ Val Claret, I think the base price was around £1200/pp & that was x 5...add lift passes, lessons, drink, lunches etc, not a cheap weeks holiday.

As for providing water/food would it make a difference if the holiday was 'off peak' hence 'Budget?'

Hindsight is a wonderful thing & any criticism should be voiced direct to the management/directors & customers should vote with their feet or skis Toofy Grin

No matter how it was dealt with some customers will never be satisfied & expect someone else to take responsability, is this an American thing? ie: if there's blame there's a claim? I do hope not.

I acknowledge though it wouldn't have been a pleasant experience for customer or rep, ultimately in the ideal world delays wouldn't occur Twisted Evil

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what @Dav says they are...

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@Shimmy Alcott, apart from the obvious sales blurb from Crystal, I don't necessarily see that comments within both those two paragraphs are mutually exclusive, if that's what you're trying to suggest?

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After all it is free

@Randomsabreur,

@Shimmy Alcott, well, let's dissect that a bit.

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@Dav, you say they are budget and basic operator - they seem to sell themselves differently to the consumer, so are they misleading their customers? I certainly have a very low opinion of them as a Company, though am rather indifferent about the reps. themselves.

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Crystal are incompetent.

Two years ago they sent a 34-seater coach (or thereabouts) to pick up our group returning from a resort in Italy. We had a group of ~30. However the coach already had 10 passengers on it. And even after they were ejected (they were booked on a later flight) there was not enough luggage space for our group - as being a club, the vast majority of people had (and had booked) their own ski carriage. Did we just strike lucky that on the way out they did send a full-sized coach?

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@Lizzard, and another gem...

You know it makes sense.

@Shimmy Alcott, all the marketing b0llocks on everybody's website is a load of old rubbish. You're not supposed even to read it, let alone actually believe any of it, as any fule no. Really, how old are you? Laughing

Otherwise you'll just go on seeing the one name:

I'm not going to defend Crystal, their a big company and can do that themselves, but does anyone really think having a nasty go at a young 19 to mid twenty year old Rep really going to help? As a person who knows what it's like dealing with difficult customers in my own job, I would only seriously complain if their is a serious problem that can be rectified to a reasonable expectation.

Maybe I'm just soft but that's the way I think. Confused

A snowHead

A snowHead

Well, the person's real but it's just a made up name, see?

I think, as is quite usual, that loads of SH with tonnes of experience in resorts either as punters or as resort workers tend to forget that a great deal of people going on ski holidays are not as clued up as some people on here. That is why we get people on here asking where they get their ski pass from and should they get lessons or not etc etc Experience may tell many of you to pack extra water and snacks in case of long delays but people without experience may not know this, they probably rightfully think that their TO donkeys years of experience and one of the best in the business will take care of them - after all they are the ones that organise the journeys week after week year after year.

This isnt the fault of the reps. Its the fault of the TO. They cant solve the traffic chaos at the click of a finger but they should, with all their supposed knowledge and experience, be able to provide water and snacks if people are stuck on buses due to traffic chaos as a result of PREDICTED heavy snowfall.

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Crystal are right in there with half a dozen other companies which offer identical products in a similar price range. However, Crystal appear to attract more flack than the others.

Let's face it, it can all go 't!ts' for any company for any reason. It's how the company manages the situation which makes the difference. Leaving a bunch of fresh out of 'training' teenagers to muddle through isn't managing.

We had a broken plane issue at INNS years ago, when travelling with Total. A 'suit' was 'parachuted' in swiftly, we were bused off to Munich, booked into the Kempinski with food/drink laid on at 2am. That's crisis management from a 'budget' company.

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An app to do what exactly?

As I intimated in another thread a few weeks back, I wouldn't board a dog with Crystal, (quite a few Crystal fans leaped to their defence and I was roundly criticized. Where are they now?) but I'm not sure there was much they could have done. What information did people want? It must be like having kids in a car asking "are we there yet?" every twenty seconds. As for food and drink, they might win customer loyalty by providing some in instances such as this, but I certainly wouldn't expect it from a budget TO.

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@Shimmy Alcott, I agree. If it's a DIY trip you plan. You check the weather, traffic, change plans, divert, buy stuff etc. If a TO says it's a 2 hour trip to the airport you believe them. And if they pick you up at your chalet/hotel at 5/6 o'clock in the morning without telling you that chaos is outside you trust them. You have no chance of buying your own drinks/snacks at this stage, anyway.

(Nothing against Crystal reps, btw. They're just kids who do as they're told.)

After all it is free

@maggi, you don't have much option at 5am to stock up either. You're lucky to have any bread for breakfast let alone anywhere open to find any. ON the occasion we were severely delayed we were meant to be served breakfast and just say managed to find a cup of tea and a glass of juice.

@maggi, if you are getting picked up at 5am then the hotel, in my experience, will provide a packed breakfast. Usually a filled roll, piece of fruit, a drink, and maybe a slice of cake.

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@dode, like I said just above, we didn't, the breakfast room was actually locked and reception closed. Many of the chalets were lucky to have bread at that time of the morning.

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@genepi, +1

I cant imagine going 5 minutes down the road without food or drink for our little one, its the only thing to keep him quiet Happy

I'd agree Crystal sit in the "budget“ category. The tag applies to where they sit in relation to other operators. Yes, their prices go up for peak weeks, but so do all prices. They still remain at the more cost effective end of the market.

You know it makes sense.

@genepi, +2.

As I said yesterday, I think rule 5 applies.

Otherwise you'll just go on seeing the one name:

Several phone networks were down, the APPR radio station that gives traffic news, worked only intermittantly, loads of cars on summer tyres broke down, badly fitted chains broke ...... the snowploughs often couldn't get though the traffic to deal with the snow. Outside our place in Plan Peisey, the snow was falling faster than they could clear it - there were 2 ploughs up there. Seems unfair to blame anybody for the weather, I think.

A snowHead

A snowHead

And the people arriving will enjoy the most fantastic conditions so far of the season, so please stop whinging.

Well, the person's real but it's just a made up name, see?

@genepi, and I arrive in 5 days time Toofy Grin

yipee!!

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@PaulC1984, snowHead

Enjoy

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@genepi, I intend to Happy

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Then you can post your own questions or snow reports...

After all it is free

My last trip with Crystal was booked by a pal a few years ago to Canazei. It was NY week and far from 'budget'. The chalet was a bit off the beaten, comfortable other than, the garage that they'd loosely converted into a dining room. Confused

The portion sizes at breakfast were a complete joke. My pal took the cooked option every day, which would be a spoonful of scrambled eggs or six mushrooms etc. By day six, my pal was again asked at breakfast time if he'd like the cooked option. He replied 'Right, I've had ALL the samples which were fine, can I now have the whole bl**dy breakfast?!!' The chalet lad looked blankly at him, the table full of guests fell about. Very Happy

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Help!!

Crystal reps are useless

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