London, United Kingdom W1W 7ES, UK
Tel: 0800 368 0300
The first agent I spoke to was extremely rude and laughed at me when I said I wanted a certain flight. The website said I had booked it, but he said that wasn't true and charged me $150 more for a flight. That should've been my first red flag. The online agent I asked about my e-ticket was also very rude. I called again and the guy that answered, while nicer, assured me my e-ticket would come within 30 minutes and that if it did not, he would cancel for free. It still didn't come. They tried to say it was my email, which was untrue as I was getting emails from other companies at the time. They refused to cancel it for free for me as they promised. I would never, ever do business with them again! Stay far away like the plague!!!
My wife booked a flight with Crystal travel trough Momondo because they offered the best price for the selected dates and flights from IAD to SOF and back. She entered the information needed and checked out. They charged my American Express card right away and sent her an e-mail "Booking Under Process" and at the top left corner of the e-mail is written "for changes to this itinerary,, please call us on 1-888-299-4844". She called the number and is said "the phone number you have called is currently unavailable".
I got home after work at 10 pm and she was crying and told me they took our money and didn't give us the ticket. This is when I was getting frustrated. I checked their Terms & Conditions and it says "All the offers, prices and even the sale conditions, are subject to change without notice". This is ridiculous!
I called the number posted in the terms and conditions and the gentlemen who piked up said that the payment was declined. I called American Express and they told me this is impossible. I called Crystal Travel again and they told me this flight is not available any more. I checked momondo and they were offering the same flight for the same price. I called Crystal Travel again and then they tried to offer me more expensive flight and then I told them to cancel everything and send me e-mail confirming the cancellation.
After all this I called them more than 20 times to get my confirmation for the canceled booking and they were ether trying to transfer me to unavailable extension or just hung up.
After 25 - 30 phone calls and 2 hours wasted I got my confirmation and booked with other web site for 10 minutes and for just $5 more than the price offered by Crystal Travel.
I searched a confirm family ticket from a www.cheapflights.com...paid money 40 days in advance to Crystal travels which was allocated by cheapflight as a best deal.
On the date of travel when I went to airport for check-in... the airlines refused to accept ticket issued by Crystal travel as a valid ticket.
When I called Crystal travel for explanation. ..the customer service (Angelina) shamelessly asked for more money or said take a refund !
Nightmare right !
Crystal travel UK has given me this nightmare on 15th September 2015
I had a confirmed ticket issued by Atlanta to NewYork
My cheap flights booking ref Y74SN4
Airline Reference:- AJD447
E-ticket Number:- 037-9336700786/ 037-9336700787
Names Sunil Phatak
My trip was spoiled by Crystal travel.
Please de-list Crystal travel and cheapflights to save fellow future travellers from such a trauma.
I will put this case on social media till a satisfactory reply is received.
Customer Questions & Answers
About CrystalTravel.co.uk (from the business)
Crystal Travel is the leading pan-European flagship travel company of Moresand Group of Companies. It is the largest online travel portal providing online travel and tour solutions for the UK. Being a prominent name in the travel arena it offers a varied range of travel products that include airline tickets from more than 150 airlines, 65,000+ hotels, holiday packages to your desired destination, car rentals, travel insurance and other travel extras.
Years of loyal service, success and acclamation has exalted Moresand Group to be listed among the "1000 most inspiring small and medium sized companies" by London Stock Exchange, that has further enhanced the company to shape itself to be one of the most trusted travel companies of the UK. On 17th December 2014, we have been granted the ultimate accolade from INVESTEC "Moresand Limited ranked in Investec Mid-Market 100 list of fastest-growing UK companies".
Other travel brands of Crystal Travel include Sam Travel, Air Travel Guru, Flights to India and Air Travel Guide. We are proud of our passion for travel, instigating memorable experiences and first class customer satisfaction. You can avail our services online, through telephonic conversation and from our retail outlets located in Central and East London.
As part of the Moresand Group; Crystal Travel was established in 1986. It is a well known travel organization which is situated at a walking distance from the Oxford Circus in the heart of London. Being experts in Flights, Car Rentals, Hotel Bookings, Holiday Packages, Travel Insurance and Last Minute Travel Deals, Crystal Travel is registered in England and Wales under number 2114691 and holds IATA and ATOL (3517) certification issued by the Civil Aviation Authority provideing ATOL protection for travel packages including flights and other itineraries. Crystal Travel is the official travel agent for over 84 airlines, providing the best price for maximum international airlines from various departure points.