 Poster: A snowHead
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When booking with Crystal your correspondence contains a Crystal covid promise logo which includes:
'Package refund guarantee'.
When you then get an email from Crystal stating:
"We're aware that the lockdown in Austria has been lifted in time for your ski holiday. However, we need to make you aware of new restrictions which means restaurants must close at 11pm and they’ll have reduced capacity too. Also, pubs, nightclubs and après-ski bars won’t be open. We understand this will impact the enjoyment of your holiday."
This promise has been made with fingers crossed.
Crystal position is that, despite recognising that the holiday offered has been impacted resulting in acknowledged reduced enjoyment (ski holiday with no bars and reduced capacity restaurants), the only alternative is an amended booking requiring you to commit to revised dates by close of play tomorrow.
How is this in any way realistic with a group of skiers?
Otherwise there is no refund, or an option of a credit against a future booking.
Customer loyalty is hard won and easily lost.
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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Goodness me! You have the opportunity to go skiing in these difficult times but without bars and emptier restaurants. Your glass may be half empty but mine’s half full. I’m looking forward very much to travelling to Flaine tomorrow, but I’ll be keeping away from the bars and busy restaurants to ensure I can pass the fly home Covid test and avoid being quarantined in France instead of getting home for New Year. I seem to remember that Austrian ski bars were a key spreader of the initial pandemic in Europe. Enjoy the fantastic skiing and have fun!
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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?
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FWIW. I have sympathy with you and sympathy with Crystal.
They have lost serious money during the Pandemic....and if you book a Holiday during a pandemic, you can expect issues/disruptions.
The Holiday is still going ahead, albeit with resort restrictions.
Bookings have been very busy, so slotting in different dates may be awkward and need time to sort.
All I can say, is either just go and enjoy yourselves and concentrate on the good; or maybe make your case for a slight extension to sort something different.
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Cant see the issue here, your holiday is available with a bit less "apres" why don't you go, enjoy your time on the slopes and in the bars (while they're open) and be grateful you get to ski this year.
I fail to see how its Crystal's fault that you travel in a group and may find it hard to get agreement throughout the group regarding changes.
Many people will miss out altogether again this year for one reason or another so as On The Rocks says.....enjoy the fantastic conditions and have some fun!
In further defence of Crystal my January trip has been amended and they've been 100 percent on the ball with us.
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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| andy'n'netty wrote: |
Many people will miss out altogether again this year for one reason or another... |
I suspect that I will be one of them, as I usually go with Crystal....and this year, left the holiday to see how Covid went. Prices sky-rocketed, availability nose-dived and Omicron appeared....and with the extra hassle and costs over testing, have (probably) decided not to go (especially as this year I'm on my own). If I had a holiday booked that was going ahead, given the current conditions....I'd be running onto the plane.
Last edited by Anyway, snowHeads is much more fun if you do. on Sat 11-12-21 14:51; edited 4 times in total
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You'll need to Register first of course.
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| Old Fartbag wrote: |
.and if you book a Holiday during a pandemic, you can expect issues/disruptions.
The Holiday is still going ahead, albeit with resort restrictions.. |
I totally agree with this. A bit unfortunate if thats something that was key to you but it doesn’t sound like it is a material change to what is a SKIING holiday that would trigger a refund scenario. And not much Crystal can do about local regulatory issues about restaurants closing times and capacities?
You lucky to be going, ours at Xmas got cancelled on us so now scrambling around trying to reorg for another time. So go and enjoy the skiing.
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[quote="Old Fartbag"]
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...I'd be running onto the plane. |
+1. Best early season snow for decades and a sacrifice I'd be more than willing to make.
Think of the money you'll save having your evening drinks in your accommodation instead
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Was Après part of the package supplied by Crystal? Thought not!
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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.
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| On the rocks wrote: |
| Goodness me! You have the opportunity to go skiing in these difficult times but without bars and emptier restaurants. Your glass may be half empty but mine’s half full. I’m looking forward very much to travelling to Flaine tomorrow, but I’ll be keeping away from the bars and busy restaurants to ensure I can pass the fly home Covid test and avoid being quarantined in France instead of getting home for New Year. I seem to remember that Austrian ski bars were a key spreader of the initial pandemic in Europe. Enjoy the fantastic skiing and have fun! |
It's a self created opportunity that I have paid for. It's not the benefit of some form of benevolence that has landed me with the trip.
The restaurants will not be emptier - they will be full based upon restricted occupancy.
You may enjoy skiing like a monk and great if that is your thing. Its not my group's thing and my experience is my group is a reasonable representation of lots of skiers.
Maybe many will get pissed up on the slopes in the huts instead? Nice safe skiing.
So for a multitude of reasons this is not the holiday I booked.
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@cooperman17, I understand your disappointment that you may not get the full ski trip experience of times past.
However, none of the features affected are within the control of Crystal, or any other TO. If they deliver the package you’ve paid for, they’ll have met their part of the deal.
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snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
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Not sure if you can get food delivery but if you’re self catering you will have cooking facilities so maybe make a rota. I am sure you would be worse off if there was no snow rather than less eateries. Book online for the meals you want?
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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.
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@cooperman17,
Your post must be a wind up , surely
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| cooperman17 wrote: |
| On the rocks wrote: |
| Goodness me! You have the opportunity to go skiing in these difficult times but without bars and emptier restaurants. Your glass may be half empty but mine’s half full. I’m looking forward very much to travelling to Flaine tomorrow, but I’ll be keeping away from the bars and busy restaurants to ensure I can pass the fly home Covid test and avoid being quarantined in France instead of getting home for New Year. I seem to remember that Austrian ski bars were a key spreader of the initial pandemic in Europe. Enjoy the fantastic skiing and have fun! |
It's a self created opportunity that I have paid for. It's not the benefit of some form of benevolence that has landed me with the trip.
The restaurants will not be emptier - they will be full based upon restricted occupancy.
You may enjoy skiing like a monk and great if that is your thing. Its not my group's thing and my experience is my group is a reasonable representation of lots of skiers.
Maybe many will get pissed up on the slopes in the huts instead? Nice safe skiing.
So for a multitude of reasons this is not the holiday I booked. |
what kind of holiday did you think you would be getting when you booked?
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You know it makes sense.
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| Mr.Egg wrote: |
what kind of holiday did you think you would be getting when you booked? |
From what I've read - a Pre-Covid style holiday.....which imv is the problem.
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Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
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Crystal aren't supplying the Apres or restaurants. Not their problem or responsibility.
Stop whining and enjoy it!
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Poster: A snowHead
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There was never a chance of a normal skiing holiday. I along with everyone else may have hoped for it, but we are taking what we are given. My only fear is a positive test two days before coming home!
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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| cooperman17 wrote: |
| On the rocks wrote: |
| Goodness me! You have the opportunity to go skiing in these difficult times but without bars and emptier restaurants. Your glass may be half empty but mine’s half full. I’m looking forward very much to travelling to Flaine tomorrow, but I’ll be keeping away from the bars and busy restaurants to ensure I can pass the fly home Covid test and avoid being quarantined in France instead of getting home for New Year. I seem to remember that Austrian ski bars were a key spreader of the initial pandemic in Europe. Enjoy the fantastic skiing and have fun! |
It's a self created opportunity that I have paid for. It's not the benefit of some form of benevolence that has landed me with the trip.
The restaurants will not be emptier - they will be full based upon restricted occupancy.
You may enjoy skiing like a monk and great if that is your thing. Its not my group's thing and my experience is my group is a reasonable representation of lots of skiers.
Maybe many will get pissed up on the slopes in the huts instead? Nice safe skiing.
So for a multitude of reasons this is not the holiday I booked. |
I think Crystal are perfectly in order and you should be very grateful that you can go skiing. I feel sorry for the people whose livelihoods depend on skiing hospitality though. By the way, I have never knowingly seen a monk ski but I have met a few and I can assure you that "On the rocks" is not like a monk either on or off the snow. (Enjoy Flaine "on the rocks" - the snow looks perfect)
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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?
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We're still hopefully going out to our apartment before Christmas and returning home after New Year. We're happy to be going and getting our skis on. We may eat in every night, money's tighter than it was in any case, as we've had to supplement the French expenses due to lack of bookings since March 2020. Summer's been OK, but last winter almost non-existent. We still may have nothing for January,as our only booking has not paid their balance (they booked through a third party). As they booked in March, they were well aware of what restrictions could be in place for this winter. There were no lifts open last season, we couldn't travel to France without an 'essential reason'. and PCR tests and quarantine were needed on our return. Things are much less strict now, but seemingly not enough for them to pay what they are due. They are vaccinated, have had boosters and can enter France with just a lateral flow. They claim to be unconcerned about things being different. While I do have some sympathy for you it is not Crystal's problem, just like tightening of restrictions on ski lifts and in bars is not mine.
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You need to Login to know who's really who.
You need to Login to know who's really who.
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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| PeakyB wrote: |
@cooperman17, I understand your disappointment that you may not get the full ski trip experience of times past.
However, none of the features affected are within the control of Crystal, or any other TO. If they deliver the package you’ve paid for, they’ll have met their part of the deal. |
I’ll pick this one to respond to.
Crystal offered a full refund guarantee.
So, it has not met it’s part of the deal.
Could you and others please read the full content of my post before you make your comments.
This would make the thread constructive.
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You'll need to Register first of course.
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Isn't this a decision that could have been made during the lockdown? Presumably you've been aware of the possibility that your options would be limited since the lockdown in Austria was announced on November 16th? We didn't even know that Austria would be open in the next couple of weeks until Tuesday.
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@cooperman17, Which bit of 'the deal' you have with Crystal is not being met?
And is there an 'I've changed my mind and don't want to go anymore' in the guarantee?
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@cooperman17,
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I’ll pick this one to respond to.
Crystal offered a full refund guarantee.
So, it has not met it’s part of the deal.
Could you and others please read the full content of my post before you make your comments.
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I’ve pasted below Crystal’s Package Refund Guarantee.
‘If you book a package holiday, you're protected under the package holiday refund guarantee. This means that if we need to cancel your holiday, you’ll be able to change your booking to another Crystal holiday fee-free, or we’ll give you a full refund within 14 days.
If we do cancel your holiday, we'll be in touch as quickly as possible to discuss your options with you.’
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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.
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| cooperman17 wrote: |
Crystal offered a full refund guarantee.
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My understanding for this coming season, is that the conditions for a full refund, was a Country being moved onto the Red List prior to travel.
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@cooperman17,
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if we need to cancel your holiday
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They haven't cancelled, they've offered to move it IF that would be better for you
You haven't a leg to stand on
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snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
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@cooperman17, I have read your post thoroughly, they are not cancelling your holiday, your accommodation is open and you are able to travel to it, so they are not cancelling. In the circumstances, I think they are being very generous.
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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.
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| Quote: |
You haven't a leg to stand on
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I agree. It's unreasonable to expect travel companies who have been struggling for ages to guarantee every peripheral aspect of a holiday under current circumstances.
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| cooperman17 wrote: |
It's a self created opportunity that I have paid for. It's not the benefit of some form of benevolence that has landed me with the trip.
The restaurants will not be emptier - they will be full based upon restricted occupancy.
You may enjoy skiing like a monk and great if that is your thing. Its not my group's thing and my experience is my group is a reasonable representation of lots of skiers.
Maybe many will get pissed up on the slopes in the huts instead? Nice safe skiing.
So for a multitude of reasons this is not the holiday I booked. |
What exactly is "the holiday we book"? A drinking holiday? A partying holiday?
In the middle of a pandemic!
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You know it makes sense.
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Dry your eyes! Did you think this guarantee would come into play if your favourite run was poorly pisted? Or if the beers were unpleasantly pricy this year? Or any of a million other minor things, outside of the TO control, that might make this “not the holiday you wanted? 
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Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
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| abc wrote: |
| cooperman17 wrote: |
It's a self created opportunity that I have paid for. It's not the benefit of some form of benevolence that has landed me with the trip.
The restaurants will not be emptier - they will be full based upon restricted occupancy.
You may enjoy skiing like a monk and great if that is your thing. Its not my group's thing and my experience is my group is a reasonable representation of lots of skiers.
Maybe many will get pissed up on the slopes in the huts instead? Nice safe skiing.
So for a multitude of reasons this is not the holiday I booked. |
What exactly is "the holiday we book"? A drinking holiday? A partying holiday?
In the middle of a pandemic! |
Imagine offering a holiday in the middle of a pandemic with a covid comfort sell of a full refund.
Imagine you had booked relying on this promise.
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Poster: A snowHead
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| gilo wrote: |
| Dry your eyes! Did you think this guarantee would come into play if your favourite run was poorly pisted? Or if the beers were unpleasantly pricy this year? Or any of a million other minor things, outside of the TO control, that might make this “not the holiday you wanted? |
Crystal have stated to me that my holiday will not be as enjoyable.
Not someone on a forum who can press roll eyes. But my tour operator.
Anything relevant to add?
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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Looks like the court of opinion is against you on this one, that's the "we" you were asking about on another thread 
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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?
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Am I reading this correctly - crystal are offering you a reschedule because a minor part of the ski holiday is affected. This strikes me as incredibly generous. I doubt if they'd do the same if the major part was affected such as poor snow conditions.
They are probably doing it because they know few people will take up the offer but it sounds good.
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You need to Login to know who's really who.
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So, in summary:
"Aw diddums"
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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| cooperman17 wrote: |
Imagine offering a holiday in the middle of a pandemic with a covid comfort sell of a full refund.
Imagine you had booked relying on this promise. |
Just for clarification, can you print the terms and conditions, where Crystal have told you that they would give you a Full Refund, even though the Holiday is taking place?
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You'll need to Register first of course.
You'll need to Register first of course.
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@cooperman17, The skiing is open, you booked a ski holiday, while you may be disappointed about apres restrictions, that’s not what you have paid Crystal for.
@cooperman17, Imagine offering a holiday in the middle of a pandemic with a covid comfort sell of a full refund.
Imagine you had booked relying on this promise.
Promise of what skiing or drinking?
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| ski3 wrote: |
| Looks like the court of opinion is against you on this one, that's the "we" you were asking about on another thread |
There is no particular love for Crystal on here and very few things we all agree on - except the need for properly fitted Ski Boots - but this seems to be uniting everybody. We say what we think - which is not necessarily what the OP wants to hear.
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| gilo wrote: |
| Did you think this guarantee would come into play if your favourite run was poorly pisted? Or if the beers were unpleasantly pricy this year? Or any of a million other minor things, outside of the TO control, that might make this “not the holiday you wanted? |
One year, I flew all the way to Denver; met up with my Brother and his Family - and drove for hours to get to Crested Butte. The idea was to get knee deep champagne powder. What we actually got, was the worst conditions for years, so we scrapped about on hard snow, avoiding the bare patches. Ironically, Europe actually had much better conditions. Anything above a Red was closed, due to a lack of snow. Still had a great holiday though... IMV. By far the most important thing on a Skiing Holiday is the quality of the company and the quality of the snow, closely followed by decent weather. Anything else can be worked around.
Every year you are at the mercy of the weather. This year, we are at the mercy of Covid (and the weather).
Last edited by After all it is free  on Sat 11-12-21 18:23; edited 1 time in total
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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.
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My tuppence ..
If I go skiing with a group we really dont need anyone else to make our holiday enjoyable.. If there isnt a bar to wee wee it up in then we would get the beeers in and have a great time either way... Pre book the restaurants for lunch.. you can eat drink and be merry there..same with the evening too. I understand that it may be a winter holiday rather than a full ski holiday youre after ...
Think the biggest mistake was Crystal offering the change ... if they hadnt youd still be looking forward to going ..
So, forget all the stuff on here ... get packed and get ready to get away ...... it will be great ( and you should guarantee that to yourself)
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I'm in a similar position in that I've got two holidays booked with Crystal and have been offered the opportunity to re book to another date in the light of the more stringent testing requirements. They will only offer a cash refund if they have to cancel through government travel bans i.e.if a destination becomes red. I think if you read the small print in the terms and conditions of your holiday you will discover that TUI/Crystal are being fully compliant with English Contract law. In essence, you wouldn't have a leg to stand on if you decided to take matters further. Just go and enjoy the wonderful snow conditions on offer and enjoy a drink or two with your evening meal. Save the money you'd normally spend on Apres and hire a guide for the day with your group. Look at the positive opportunities not the negative ones.
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FAQ
about it though but credit to Crystal for giving us the choice.