I used Crystal to book return flights to Canada at a cost of approximately £600, around £50 less than booking directly through Lufthansa. My friend booked their flights directly. My original return flight was the 16th of December. My friend and I decided to shorten our trip so decided to move our flight up. On Monday the 22nd of November he was able to change his flight to the 30th of November for £75. I rang Crystal and was told no flights where available for that date but I could change them to the 1st of December. They promised someone from their specialist team would call me back within 30 minutes to confirm this. I did not receive a callback. Over the next week, I called Crystal to ask for confirmation that my flights had been changed. Each time I was promised a call back that never happened. Finally, 4 hours before my proposed new flight on the 1st of December, I received a call back asking "what changed would you like to make". I inform the agent of the changes I wanted and how the flight was due to depart in a couple of hours. He informed me he could make the changes but it would cost upwards of £300 due to the increased demand. Save yourself the trouble and book directly. The hassle of dealing with this travel agent will outweigh any possible savings. They had 8 days to complete a change and left it until 4 hours before the proposed flight to ring back. I have no doubt if they had conducted the change at the same time as my friend, it would not have cost over £300 To summarise, any savings will cost you more in your own time and stress, book directly with the airline, at least then you will be able to manage your booking.