Crystal Travel Reviews

Name: Crystal Travel
Address: 10-11 Percy Street, Fitzrovia, London, London
Rating: 4.49

4.5 Rating 881 Reviews

90 %

of reviewers recommend Crystal Travel

Company Reviews

Metrics

Info

4.5

Based on 881 reviews

Shipping & Delivery
On-time Delivery	Greater than 90%
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

Visit Website

Phone:

0207 612 0500

Email:

support@crystaltravel.co.uk

Location:

10-11 Percy Street,
Fitzrovia,
London
London
W1T 1DN

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Crystal Travel 5 star review on 21st June 2018

Najmul Hoda Khan

Crystal Travel 5 star review on 28th May 2018

ABDUL MAJID

Crystal Travel 5 star review on 5th April 2018

MUHAMMAD I NOOR NOOR

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Book with this company at your peril . I booked a flight with them to bali for £1800 back in January 2020 to fly out 2nd May 2020 but was cancelled due to covid, had to take a voucher as no option for a cash refund. This was valid until June 2021 but was extended to December 2021 then was told voucher had expired no mention of refund so i told them i wanted a full refund in January 2022 after numerous emails and phone calls to various people I'm still waiting for it 2//4/22 I've given them 7 days to sort it out or legal proceedings will be started. I feel this company is just giving me the run around hoping I'd get fed up and drop it but i won't”

Helpful Report

Posted 3 years ago

Dear Nicholas, We sincerely apologize for the inconvenience caused. Since the travel voucher is expired, we are checking the possibilities with the airline for a refund. Also, our team members are rigorously following up with the airline for the same. We give you assurance that the refund will be processed as soon as it is received. Team Crystal Travel

Posted 3 years ago

“Worst Travel agency, DONT trust their words FREE DATE CHANGE... you pick any date which is cheapest everywhere, this Travel agency still charge you £118 as minimum fare... Also please remember NO REFUNDS... .. Any airlines might charge £100 and give you full refund, but this Travel Agency keep all our money and NO REFUND to Customers. They are cheating customers and making money.. They are not FLEXIBLE, NO Loyalty , NO ETHICS, NO VALUES... NO CUSTOMER SERVICE YET ALL... Only during booking you see nice words and pleasing talk.. Then after HORRIBLE and WORST.. Their managers Muneer is at another LEVEL. Talks according to Terms & Conditions 12, 14, 16 like that... So DONT GET TRAPPED into this Agency.. Better you find someone else or book direct with Airline only.. DONT USE THIS TRAVEL AGENCY to book your ticket/holiday.... YOU WILL LOOSE EVERYTHING.. BE CAREFULL !!!!!!”

Helpful Report

Posted 3 years ago

Dear Customer, We acknowledge your concern and apologize for the inconvenience caused. One of our expert is contacting you to assist in the best way possible. Team Crystal Travel

Posted 3 years ago

“I paid for a plane ticket 1300 pounds sterling to travel to Ecuador I was traveling to say goodbye to my mother who had passed away I took a PCR test and came out positive for Covid-19, they gave me a voucher of 850 pounds sterling and they did not give me a explanation of the missing money, I have sent certified letters by mail and I do not receive a reply, this has caused me anguish since I cannot afford to lose that money. It is not an agency that guarantees or provides help to users, very bad experience, I do not recommend using it.”

Helpful Report

Posted 4 years ago

Dear Vinicio, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver, however, you have made the voluntary cancellation and the airline was only offering travel vouchers or day change. If you still require further assistance, please write to customercare@crystaltravel.co.uk and immediate assistance will be given. Team Crystal Travel

Posted 4 years ago

“There website gives false information about everything. Even if you call them within 24 hours the return just 50% of the money you have spent while on the website it was written free cancellation behind which I spent £100 more than the normal non-refundable ticket which was not of use.”

Helpful Report

Posted 4 years ago

We acknowledge your concern and sincerely apologize for the inconvenience caused. We were, however, unable to trace your reservation. Request you to kindly send an email to customercare@crystaltravel.co.uk with your booking details so we can assist your further. Team Crystal Travel

Posted 4 years ago

“I am not sure what is going on with the company. While they successfully booked my flight tickets, they have been more than disappointing in processing a flight change request I made. They made they issue more complicated than ought to be. I was told by the airline (when I eventually called the airline directly). They even made it somewhat impossible for the airline to help me directly. To add to that, I was charged a fee to effect the ticket change and was told I would be getting a refund which they have not made. I emailed a reminder twice but did not get any response back. I called to speak to them directly and the person that answered the call said a colleague who could help me was on the phone and would call me back. When I asked to speak to any manager, I was told that all managers where in training all day. This just sounded so muck like an absolute joke. I have just made a request to my credit card company to help me get my money back.”

Helpful Report

Posted 4 years ago

Dear Okon, We acknowledge your concern and please accept our sincere apologies for the inconvenience caused. Our expert has contacted you and resolved your query on priority. Team Crystal Travel

Posted 4 years ago

“Most of these review are fake -the company is a scam and they hold off on confirming your tickets and then call you later saying the price has changed but if you don't confirm then you don't get a refund.. They use really shady tactics into trying to scare you into confirming the higher price. Absolutely do not use them.”

Helpful Report

Posted 4 years ago

Dear Caroline, Please accept our sincere apologies for the inconvenience caused. We work on a live availability system and prices are dynamic. Anytime you do not want to confirm a booking and the amount has been charged, we contact our customers and proceed as per their wishes. We were unable to find any bookings with the details provided so request you to kindly send an email to customercare@crystaltravel.co.uk and we will be able to assist you further. Team crystal Travel

Posted 4 years ago

“SCAM! Absolutely awful experience, no confirmation email, customer service lines are shocking and get you no where. Get put on hold every 2 minutes, got hung up on. Got told I'll get a call back and never did. 5 phone calls later and still have no idea if my order has even gone through. AVOID AT ALL COSTS”

Helpful Report

Posted 4 years ago

DearJ, Your query has been acknowledged and please accept our sincere apologies for the inconvenience caused. We are also investigating the reason why numerous calls had to be made by you. An expert is contacting you to resolve your query on priority. Team Crystal Travel

Posted 4 years ago

“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.”

Helpful Report

Posted 4 years ago

Dear Alex, We acknowledge your concern and sincerely apologize for the inconvenience caused. We were unable to find any bookings under your name. Request you to please send an email to customercare@crystaltravel.co.uk with your booking details so that we can contact and assist you accordingly. Team Crystal Travel

Posted 4 years ago

“Do not use this company. I paid £280 online for a room and they called me less than an hour later to inform me that the rooms are sold out. I now cannot book my weekend away as the refund can take up to a week. Bitterly disappointed and really sad that we now can't have the break I promised my 4 year old as we can't afford it. Why take the money before confirming the room is available? Seems like a scam to me”

Helpful Report

Posted 4 years ago

Dear Kim, Your concern is acknowledged and please accept our sincere apologies for the inconvenience caused. We had forwarded your concern to the Hotels Team who tried to contact you several times, however, were unable to reach you. Team Crystal Travel

Posted 4 years ago

“After trying to book online spoke to a gentleman on the phone. "Seat not available" he declared. Offered me a seat that was £190.00 extra. Said it was the cheapest available. Ended up booking the same flight £130 cheaper. Well done guys. But surely no need to lie. :-(”

Helpful Report

Posted 4 years ago

Dear Muhammed, We acknowledge your concern and sincerely apologize for the inconvenience caused. The prices are dynamic and since we work on a live system are subject to availability. This also depends on your preferred dates so the agent advised you accordingly. We are glad, however, that you have booked a more economical price and we wish you a safe journey ahead. Team Crystal Travel

Posted 4 years ago

“I booked a flight last year with Crystal. They said that there was a covid refund policy. I gave them a deposit. The flight was cancelled. They did not return my deposit this was in 2020 at the height of the pandemic. This year 2021 they said that they were going to give me back the deposit. After i had rebooked the flight they asked for the remaining money for the flight in 2020 which was cancelled. They only asked me for the money back after I had booked the new ticket. As Yah lives, they have no chance of getting it back from me. Them soon get sweep off the earth wicked people.”

Helpful Report

Posted 4 years ago

“I’m a genuine costumer, I was looking online for the tickets price, then the agent call me on my number regarding the tickets that I was looking for, and start persuading me to buy a flexible ticket and they said that I can change the time and the date easily if I can find similar ticket price, they will change it at no extra cost,I agree and purchase the tickets, after some time the flight got cancelled and they amend it for different date, I accept it, after 4 days I call the crystal travel and ask for different date, as I can see online the price is lower than my ticket and there is similar price as well, I asked on similar dates/time for the one online and they give me higher fare, and they asked me to pay extra, even I moved the date to December 2021, and January 2022,they still give me higher fares until I asked them why? Online is different case scenario. At the end I paid £102 extra plus £420 before , I was going to attend my mum funeral end up broke and not saying good bye. I’m asking everyone if you would buy flexible tickets, the agent would not be flexible and the fares is definitely higher than a normal fare price even if you move the date to next year. Please be careful with them.”

Helpful Report

Posted 4 years ago

“I booked a Premier Inn Hotel in Edinburgh through Crystal Travel as we were hoping to go to the Tattoo but due to covid it has been cancelled for the 2nd time. We cannot go next year and have since last Wednesday beeen asking for a refund each time were are told to wait 48 hours and we will send you an email. Needless to say we have still not had an email and no refund. I am very frustrated with this company and will not ever use them again and will tell friends and family not to use them. I can't afford to loose this money.”

Helpful Report

Posted 4 years ago

“Booked flights with Crystal Travel agent for my Father in law for 5th April went to Airport was devastated to hear that the flight had been pre scheduled for 4th April Airlines had informed Crystal Travel agent but we were not informed rebook the tickets but was a big hassle for my 75 year old Father in law still haven't replied for any of my emails they are very unprofessional won't be using them again in near future”

Helpful Report

Posted 4 years ago

“Do not book anything with Crystal travel my holiday was cancelled due to COVID and I got 480 back for a 700 pound booking and I’m yet to see my money I was given A written date I would receive some of my money back and guess what ....... still no money the absolute worst customer service I ever received in my whole 30 years on earth . Save your money or go elsewhere”

Helpful Report

Posted 4 years ago

“I had a holiday booked for myself and my mother which due to the pandemic was cancelled, totally understand this and sympathise, however, since I have been unable to get any sense out of anyone about my money! terrible service, cant understand why they have a rating of 4.82 on here when all I have read is bad reviews, wish I had checked them first”

Helpful Report

Posted 5 years ago

“Its been lies and deceitful tactics since March and still no full refund for the cancelled flights from crystal travel. They even rebooked my cancelled flight to a day after in March while still being in lockdown without my consent.”

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.”

Helpful Report

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.”

Helpful Report

Posted 5 years ago

Crystal Travel is rated 4.5 based on 881 reviews