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Crystal Ski customer service

 Poster: A snowHead
Poster: A snowHead
They have just changed are flights with out telling us !

Extra 9 hours plus a connection flight.
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 Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
@Billy steele, how do you know if they didn't tell you? Serious question.
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 Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
My balance for a holiday on 12th March is due on 15th January so eight weeks before I go.
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 You need to Login to know who's really who.
You need to Login to know who's really who.
@Billy steele,
Not to France or Italy I guess?
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 Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
Email this morning from Crystal with an updated 8-digit booking reference number.

I can now access the manage my booking portal and there was a request to pay the balance by 13th. November for a 6th. January departure.

A result for me, as I now feel I am actually going Very Happy
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 You'll need to Register first of course.
You'll need to Register first of course.
Layne wrote:
@Billy steele, how do you know if they didn't tell you? Serious question.


On are booking they gave us are flight ref for Air Canada.

Went to upload API and showed that are flight was not direct and would have to use a connecting flight as well.

Crystal site still shows direct flight.
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 Then you can post your own questions or snow reports...
Then you can post your own questions or snow reports...
Nemisis wrote:
@Billy steele,
Not to France or Italy I guess?


Canada
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 After all it is free Go on u know u want to!
After all it is free Go on u know u want to!
Nemisis wrote:
@Billy steele,
Not to France or Italy I guess?


Canada
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 You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
Layne wrote:
@Billy steele, how do you know if they didn't tell you? Serious question.


On are booking they gave us are flight ref for Air Canada.

Went to upload API and showed that are flight was not direct and would have to use a connecting flight as well.

Crystal site still shows direct flight.
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 Ski the Net with snowHeads
Ski the Net with snowHeads
Layne wrote:
@Billy steele, how do you know if they didn't tell you? Serious question.


On are booking they gave us are flight ref for Air Canada.

Went to upload API and showed that are flight was not direct and would have to use a connecting flight as well.

Crystal site still shows direct flight.
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 snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
@Billy steele,
The only (extremely) small benefit of not being on a stop stop flight is that you clear customs and immigration at the point of entry (e.g. Toronto) and when you arrive at your final destination (e.g. Calgary) you only have to wait for the bags to appear on the carousel. However, 9 hours makes it sound like they are routing you via Vancouver and then back to Calgary.

Air Canada will have sent a message to Crystal for each booking within 24 hours of making the change, but some poor soul within Crystal has to read the massages, update the bookings and then someone else as to decide whether send out the updated bookings with a message on the invoice "please note change made by Air Canada" (do they know how to do that with their new system?) or to knock out a mailmerge letter and get that done.
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 And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
An extra 9 hours sounds outrageous and unacceptable.
Air Canada has been shifting internal flights about so it's possible that the change comes from there, but if you're
paying for a Tour Operator then I'd expect them to realize that a 9 hour delay isn't acceptable. There must be more
efficient ways of doing it than that. They'll no doubt have lawyers and small print, but it's not reasonable for them
to expect you to wait around that long.

Non-stop flights are always worth the extra in my view, if only because ... changing planes increases the chance
of your bags going astray. In any case, always take your boots in your cabin baggage and be prepared for your
bags to go somewhere different from you.
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 So if you're just off somewhere snowy come back and post a snow report of your own and we'll all love you very much
So if you're just off somewhere snowy come back and post a snow report of your own and we'll all love you very much
Nemisis wrote:
@Billy steele,
The only (extremely) small benefit of not being on a stop stop flight is that you clear customs and immigration at the point of entry (e.g. Toronto) and when you arrive at your final destination (e.g. Calgary) you only have to wait for the bags to appear on the carousel. However, 9 hours makes it sound like they are routing you via Vancouver and then back to Calgary.

Air Canada will have sent a message to Crystal for each booking within 24 hours of making the change, but some poor soul within Crystal has to read the massages, update the bookings and then someone else as to decide whether send out the updated bookings with a message on the invoice "please note change made by Air Canada" (do they know how to do that with their new system?) or to knock out a mailmerge letter and get that done.


Being routed Via Montreal ! This is causing the delay. I did get through to them today and have been asked to be routed VIA Vancouver or Toronto as the delay is less, and get in at 1500Hrs, not 2145ish. But we have to wait until Monday if they can do it.

That's what happened last time but my skis and boots turned up but it was a clothes bag that did not turn up for 3 days! Not to Canada though Bansko and Wizz Air.
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 You know it makes sense.
You know it makes sense.
Nemisis wrote:
@Billy steele,
The only (extremely) small benefit of not being on a stop stop flight is that you clear customs and immigration at the point of entry (e.g. Toronto) and when you arrive at your final destination (e.g. Calgary) you only have to wait for the bags to appear on the carousel. However, 9 hours makes it sound like they are routing you via Vancouver and then back to Calgary.

Air Canada will have sent a message to Crystal for each booking within 24 hours of making the change, but some poor soul within Crystal has to read the massages, update the bookings and then someone else as to decide whether send out the updated bookings with a message on the invoice "please note change made by Air Canada" (do they know how to do that with their new system?) or to knock out a mailmerge letter and get that done.


That's a positive regards customs. being routed Via Montreal.
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 Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
@brianr,
Quote:

Any recent views/experience on Crystal. I see they are now predominately flight/transfer, with majority (if not all) accommodation privately ran in Alps, so gone are the days of Crystal seasonnaire staffed accommodation


My latest experience with Crystal was having to cancel my place on a booking for the upcoming season.

Knee op instead but fortunately another skier wanted my place. Change of lead passenger and name change (£25 fee) dealt with effectively, all by email.

Subsequently the new travellers preferred a change of UK airport. Again, dealt with well, by phone, resulting in a significant saving on the original flight supplement.

Overall, the original package was about £100pp cheaper than the same trip booked independently.

So far so good.
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 Poster: A snowHead
Poster: A snowHead
Zedster wrote:
Email this morning from Crystal with an updated 8-digit booking reference number.

I can now access the manage my booking portal and there was a request to pay the balance by 13th. November for a 6th. January departure.

A result for me, as I now feel I am actually going Very Happy


How did you contact them? We're to pay on the 6th Nov but the site isn't working and struggling to get through on the phone.
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 Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
@blacksheep I emailed them on PreTravel@crystalholidays.co.uk

It is not quite the good news I was hoping for though, as although I now have the 8 digit booking reference number, there is still no access to the manage my booking portal and when I called yesterday to pay my balance and add ski carriage, it was not possible.
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 Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
@Zedster, thanks for the info, I've emailed them as well. Saying that it doesn't sound as though it will help! I'll just have to call them and hope I get through.
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 You need to Login to know who's really who.
You need to Login to know who's really who.
Have done 30+ trips with Thomson Ski as it was then Crystal ski over the past 20+ years. Only ever had two bad hotel experiences & 1 extra delayed transfer. We’re booked in to go back to Pila in January - we were there the first week of March last year & left the day before all resorts shut & we’re very happy with how the whole resort was dealing with the impending looming doom of covid. Balance has just been paid at 12 wks out via online. I did add lift passes & leg room just before paying & this was all sorted over email over a few days. I think they are just extremely busy with fewer staff so a small degree of understanding & patience still required. I’d happily recommend Crystal to anyone whereas I’d struggle to be so enthusiastic about Inghams Ski.
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 Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
I have booked my first ski trip with Crystal Ski, so I hope it goes all well. I too was surprised when the pay-by date was pushed back, but that works a lot better for me.

Incidentally, if you buy lift passes with Crystal Ski, when and where do you pick them up?
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 You'll need to Register first of course.
You'll need to Register first of course.
hogofwar wrote:

Incidentally, if you buy lift passes with Crystal Ski, when and where do you pick them up?

They will either be in your Ski Pack handed out as you get on the Bus, or delivered to your room/accommodation.....either way, they will be handed to you by the Reps.
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 Then you can post your own questions or snow reports...
Then you can post your own questions or snow reports...
I'm not feeling the Crystal hate. I've been with them loads and cannot complain. Prices are sometimes cheaper than DIY, but with the assurance that I won't miss my transfer if the flight is delayed etc. Their customer service is markedly more sluggish this year though. I'm guessing they are on reduced staffing levels because of covid. If you think Crystal are sh*te then you should try Alpine Elements (or 'Alpine Excrement' as I believe they are known in the trade Very Happy ).
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 After all it is free Go on u know u want to!
After all it is free Go on u know u want to!
I've been away with Alpine Elements a few times (though never paid full price) and with the exception of one really shabby chalet in Meribel, they have been completely acceptable.
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 You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
Just to add, I've also been away with Crystal, though not for many years. I'd say they used to be lower end of the market but seemingly now mid-market?
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