Name: Crystal Travel
Address: 10-11 Percy Street, Fitzrovia, London, London
Rating: 4.38

“The worst travel agent! Poor customer service! I booked a flight that was canceled because of the current pandemic (COVID-19), and I called Crystal Travel at least 10 times before departure time to check the status of my booking. After speaking to different customer service representatives and promised that I would get a call back within a day or two every time to get the latest update and no one ever did, I managed to speak to Juilet who assured me that she will apply for a future travel voucher through BA for me. A couple of weeks later, I received an email from BA stating that I am not eligible for future travel credits since I did not book through their and I must contact my travel agent. I tried to contact Juilet again, sending her several emails, and never received a reply for three months. I talked to different agents through their online chat service, and again was promised to get a reply from Juliet who is following up with the airlines regarding my case, yet nothing received! Every single agent I talked to (including Javier, Evelyn, Kapil) was telling me that they will take a look and get back to me with the recent update, yet no one ever did! I would be online for more than one or two hours to just get an update then I would be told to wait for 48 hours to get an answer from the airlines every time! I called the airlines myself and was told that they absolutely issue refunds for canceled flights and I have to claim that from Crystal travel! Not sure what is going one with these people and not sure about the way they operate!”

Helpful Report

Posted 5 years ago

“The worst travel agent! Poor customer service! I booked a flight that was canceled because of the current pandemic (COVID-19), and I called Crystal Travel at least 10 times before departure time to check the status of my booking. After speaking to different customer service representatives and promised that I would get a call back within a day or two every time to get the latest update and no one ever did, I managed to speak to Juilet who assured me that she will apply for a future travel voucher through BA for me. A couple of weeks later, I received an email from BA stating that I am not eligible for future travel credits since I did not book through their and I must contact my travel agent. I tried to contact Juilet again, sending her several emails, and never received a reply for three months. I talked to different agents through their online chat service, and again was promised to get a reply from Juliet who is following up with the airlines regarding my case, yet nothing received! Every single agent I talked to (including Javier, Evelyn, Kapil) was telling me that they will take a look and get back to me with the recent update, yet no one ever did! I would be online for more than one or two hours to just get an update then I would be told to wait for 48 hours to get an answer from the airlines every time! I called the airlines myself and was told that they absolutely issue refunds for canceled flights and I have to claim that from Crystal travel! Not sure what is going one with these people and not sure about the way they operate!”

Helpful Report

Posted 5 years ago

“Re: CTB1430212 **URGENT** I PURCHASED THROUGH CRYSTAL TRAVELS VIA FLYNOWPAYLATER MY FLIGHT WAS CANCELLED DUE TO COVID 19 SO THEIR AGENT CALLED ME AND TRIDE TO FORCE ME WITH HER WORDS TO ACCEPT THE (1YRVOUCHER) OPTION TO FLY IN FUTURE WHICH MEANS I WOULD STILL HAVE TO PAY THE INSTALLMENTS TO FLYNOWPAYLATER WHICH DID NOT WANT AS ONE I DONT HAVE ANYMORE PLANS TO FLY FOR NEXT 2YRS AND SECOND I TOLD THE AGENT ON THE CALL REPEATEDLY THAT I DO NOT WANT THE VOUCHER OPTION I REQUESTED HER TO MAKE THE REFUND TO FLYNOWPAYLATER WHICH THEY HAD PAID ON MY BELHALF AND TO REFUND ME THE £109 WHICH I DIRECTLY PAID CRYSTAL TRAVELS AS I WANTED FULL CANCELLATION I DONT WANT ANY VOUCHERS. **SO BASCIALLY CRYSTAL TRAVELS INFORMED WRONGFULLY TO FLYNOWPAYLATER THAT I WANTED THE VOUCHR OPTION WHICH WAS NOT TRUE SO PLEASE CORRECT YOUR MISTAKE AND INFORM FLYNOWPAYLATER THE CORRECT INFO AND REFUND THEM THEIR MONEY SO THEY DONT BOTHER ME FOR INSTALLMENTS.”

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Posted 5 years ago

“Avoid at all costs!! Absolute shocking service. Due to travel restrictions the flight was cancelled. They don't give me refund no answer my emails or phone. They are robbers, please don't use them.”

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Posted 5 years ago

“Stay away from this company. I booked a trip to Krakow with them. I was meant to have a tour of a local site on the holiday. A day before I called asking for information regarding the tour. They said it hadn't been booked and rearranged it for another day. Then on the day of the tour the taxi that was apparently booked never arrived, I called them up and they said it was my fault as I hadn't booked the taxi myself, even though the person on the phone said my ride was all booked. After the trip they agreed to give me a partial refund. The holiday was almost 5 months ago and I am still waiting for this refund.”

Helpful Report

Posted 5 years ago

“My husband purchased a ticket through crystal travel and flew to Dhaka. During this lockdown time, he wanted to come back early as possible. When I called them (as i booked the ticket) I was told someone called Oscar would be calling but no one did. After few times try, I managed to get hold of them. I was then told he needs to buy business class ticket to come back or they can get him another airlines ticket which would also cost me a lot for a single journey more than what he had already paid for his trip.I was also told the London airport will be shut by 22nd March so he can only come back on 21st March though I haven't seen any news like this. We tried to book separately online and there are seats available in Qatar airways but according to the travel agent, there is none. They are trying to make money in this tough time instead of supporting the customer. I bought 2 tickets earlier through crystal travel so I had always good impression about them but when this time we needed the service, they turned us down. I will never buy from them in the future.”

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Posted 5 years ago

“They are terrible and they will not refund you”

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Posted 5 years ago

“I am currently having the worst time dealing with Crystal Travel for my upcoming American Holiday. I am ignored and ignored, lied to, speak to someone then ignored again! I have lost all faith in this company and am feeling more and more concerned by the day, but do they care - course they don’t!!”

Helpful Report

Posted 5 years ago

“Not recommended ,they are not helpful with cancellations and they’re terms show that,go direct...”

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Posted 5 years ago

“This company may be fraudulent. I purchased a ticket from them, but they never issued it to the airline. I am currently at the airport trying to get ahold of a travel agent, but no one is answering. They are open. Ridiculous. Illegal.”

Helpful Report

Posted 6 years ago

“Never again this is worst company ever, awful customer service, unhelpful staff and over book flights, in total has cost us £1500 more to return from holiday, thank you for conning two pensioners, lesson learnt never booking with this company again”

Helpful Report

Posted 6 years ago

“Fraud fraud fraud fraud. Please don't use them they fraud me.237 dollars.”

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Posted 6 years ago

“Please don't use crystal travel they are scamming people. Please don't use them .”

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Posted 6 years ago

“Well for the first they tried to scam me and asked for more money. Then they changed the departure airport and again tryed to get more money from be with the reason that the flight that I was supposed to get for my holiday was on the evening and for some extra cash they will find something in the morning. Whan I checked the flights on that airport is was only one and it was in the morning. I have called them and they said that is not that airport and they changed the airport. That guy Bob is a scammer and ruins the company name”

Helpful Report

Posted 6 years ago

“Really bad customer services Hello. I would like to make a complaint. I had a booking with Travel (Return flight to Rome with Ryanair and easy jet). I did not have any problem with easy jet, but I was trying to do my check in with Ryanair using the app and the website and I could not. I contacted Ryanair by website chat and I explained my problem they told me to contact the agency because it looks like something with my email is wrong. I called Cristal travel on 2/10/2018 at 18.52pm. I explained to someone my problem and what Ryanair said about my email.the person who I talk, told me that my booking was fine, I told him that I coudnt do my check in with Ryanair also I told Him, Ryanair is charging extra money to do the check in at the airport. He told me that is not true, Ryanair is not charging nothing these was his first lie. Then I checked something on the system and told me there are a list of airports, which you have to check in online, you have to do it on the airport and Ryanair is one of them you have to do it at the airport, I have told me that and I asked again .are.you sure? I do not have to pay extra for the check in (2nd lie). I have told me Not do not worry. On Wednesday 3 I was at the airport and I did the queue to the check in and the girl on the till charged my for £ 110 for the check in I explained to her the same I tried on the app and website and I couldn ' t and the agency told me is because is stansted airport and you can not do it online, you have to do at the airport. I told you that is not true you should.contact the agency because it is something wrong with your email. So at the end Ryanair was right wrong with my email and when I contacted Glass Travel the guy told a massive lie which cost me £ 110 just because he did not want to help me. If I had checked my booking, maybe I realized that I had a problem that was why I could not check it online, but it looked like it did not check anything, if it did not want to help me, I should have passed my call to another person. but I preferred to said to lie about the check in. Im really disappointed with the customer services that I received. I had to used money that I expected to use for my holidays at the airport doing the check in, which one is not fair to my because I was trying to do it by myself and just because I wont do it his job properly .I had to be unjustly charged and spend money that I had provided for other things.”

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Posted 6 years ago

“I booked a ticket with Crystal travel 4 months before my intended travel date. Due to an ill health I am not going to be able to travel on the said day. I contacted British Airways who were more than happy to change my flight date for a £100 fee but couldn't do it because I had booked through crystal travels. I contacted the agency who said the can only change my flight date for a charge of £550. Citing price difference as the reason. I choose a date that was far lower than what I had already paid and crystal travel still demanded that I pay £400 extra to get a date change even though they have stated in their terms and conditions that, they reserve the right to charge £50 in an event of a date change. To cut the long story short, I will advise anyone to stay clear of Crystal travel. All they are interested in is to make money and give not even the basic services. Their agents put pressure on first time customers to write good reviews about them before they realises how poor their services are.”

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Posted 6 years ago

“Booking failed and then I had to call a helpline which said it was in London but obviously in India. Indian guy with a British name, to get the booking activated. Then the price went up by 40 pounds. Not impressed by the service so far.”

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Posted 6 years ago

“Totally shocking, booked a flight with them to Singapore in December. Once the flight was booked, a short while later i recieved an email stating the flight booking was declined. No bother, this has happened before with another travel agent. It normally requires a quick call, a slight change and all would be sorted. Not with Crystal Travel. 24 hours after my first call to them, 3 promised call backs, 1 promised email and still no closer to confirming my flights Money has been taken, I keep being put on hold then get told there are no managers, or supervisors in the office to give me a proper explanation for the utterly woreful customer service. If it was a £15 Ryanair flight I wouldnt mind, but when spending close to £600 on a flight and then being told that for the exact same flight and time i now need to pay over £70 more, or £200 if i want a different flight is insane. I have been told I will recieve a call back at 2pm today (28/6/18) which i can be 100% sure will not happen. I would avoid at all costs. Seems to be happening alot to reviews below, not the bot generated 100% happy reviews.”

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Posted 7 years ago

“LIARS. MISLEADING SALES Decievers they don't return nothing they rob you for your money as quick as thieves”

Helpful Report

Posted 7 years ago

“A bit of one of the several emails I have had to send your company "Once again you are not understanding the issue. I NEVER had two bags. My bag was taken from T3 security by a different passenger and I asked if you could try and find MY bag with MY clothes in Manchester whilst I attempted to find MY bag with MY clothes in Barcelona. And as I said before I expect to be sat with my traveling companion when booking through an agent. Your customer service is the most dire I have ever experienced and I wouldn't send Mickey Mouse on a holiday with you. I have had less contact with Althams and been on 10+ holidays with them. If it hadn't been such a catalogue of disasters from day one it would be quite hilarious - I only wish I could contact Peter Kay so he could do a stand up of it." Your review on TripAdvisor seem to back up my point entirely.”

Helpful Report

Posted 7 years ago

Shipping & Delivery
On-time Delivery	Greater than 82%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.2 out of 5
Returns & Refunds
Refunds Process	Difficult

Crystal Travel Reviews