• Crystal Travel

Crystal Travel

Overview

Crystal Travel has a rating of 1.96 stars from 68 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Crystal Travel most frequently mention customer service, credit card, and full refund problems. Crystal Travel ranks 54th among Travel Deals sites.

  • Service
    32
  • Value
    32
  • Shipping
    17
  • Returns
    20
  • Quality
    30

This company does not typically respond to reviews

Positive reviews (last 12 months): 7.1%
Positive
1
Neutral
0
Negative
13
14
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • I had no idea what to think so I called Crystal Travel.
How would you rate Crystal Travel?
Top Positive Review

“Good experience”

George K.
4/17/23

I booked a flight with them to Accra, Ghana. The team was very helpful. I had good customer service. I will use them again.

Top Critical Review

“Never again!”

Peter S.
12/28/23

Booked plane tickets to Thailand. Or so I thought. Went through the process within couple of minutes and then they told me there were no seats left at the price. Someone calls and tells you that you can book at a totally different price, of course it's a higher price than it was advertised on the website. I smell the scam when I see it. It was my first attempt to use this website and the last one. Never again! Scammers!

Reviews (68)

Rating

Timeframe

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Reviews that mention popular keywords

crystal travel (31)
Thumbnail of user hyiplab.com
1 review
0 helpful votes
December 28th, 2023

Booked plane tickets to Thailand. Or so I thought. Went through the process within couple of minutes and then they told me there were no seats left at the price. Someone calls and tells you that you can book at a totally different price, of course it's a higher price than it was advertised on the website. I smell the scam when I see it. It was my first attempt to use this website and the last one. Never again! Scammers!

Service
Quality
Thumbnail of user lgarosi13
1 review
0 helpful votes
January 16th, 2024

Unfortunately Site Jabber does not allow me to give no star but if I could I would! Made booking 5 months ago for business class ticket. I was promised advanced free seat selection which I could not get booking directly with British Airways aside for the usual 24hrs pre-departure check-in. Despite chasing for that and being promised by the agent all was arranged, Crystal travel was never able to send me confirmation of these seat selections while British Airways, when contacted by phone, never received any requests from Crystal Travel. Clearly Crystal Travel is using tricks like that to get you to book with them! Communication has been horrendous and a promised call back from a manager never materialised despite my threat to complain to ABTA and Trading standard. Dreadful experience and customer service. Avoid at all cost!

Thumbnail of user shawnpierre1980
1 review
3 helpful votes
June 22nd, 2023
Verified purchase

I used the Google flight app to book a flight to Vegas. Somehow Crystal travel gets involved. I receive a confirmation and all seems fine. Well 3 months before my flight I get an email stating the flight was canceled due to mechanical issues. They then offered me the same flight for $109 more. I refused and demanded a refund. When contacting the airline directly they confirmed they never had a flight booked. Now I'm in a fight of my life to get my money back. I will be filing suit.

Tip for consumers:
Criminals

Products used:
Travel agency

Value
Shipping
Returns
Quality
Thumbnail of user georgek1286
1 review
1 helpful vote
April 17th, 2023

I booked a flight with them to Accra, Ghana. The team was very helpful. I had good customer service. I will use them again.

Thumbnail of user dupedd
1 review
7 helpful votes
February 16th, 2023

Do not use! Not even a 1/5. I tried to make a business class reservation for three people w them after finding them on Google Flights worth $$$$$. Bad choice. They called me from a number listed as "mainland China" and left me a voicemail saying to call them back to "confirm flight details". Both the phone numbers they left and the email confirmation were not working numbers/addresses. The guy had a foreign accent. When I checked back in the Google Flights website (about 45 mins later), their provider info was gone! S.C.A.M.!

Tip for consumers:
Don’t!

Products used:
Air reservation

Service
Value
Quality
Thumbnail of user douge164
1 review
5 helpful votes
January 24th, 2023

After I completely booked with Crystal Travel, I receive a phone call from them saying that the price has been raised by Frontier Airlines and so they must charge me $50 more. I said no and cancelled the entire reservation even though I had already given out my debit card information. BTW, Frontier Airlines did NOT raise the ticket price. Not sure how a company can run like this without criminal investigation.

Thumbnail of user tammyr402
1 review
2 helpful votes
September 25th, 2021

Received good service and no problem booking
Bob Martin was very helpful, will book again
Thank you
Tammy

Thumbnail of user maradnymahmoud
1 review
2 helpful votes
April 26th, 2023

I had a problem with one flight because Carier change the time of the flight so i try to change the flight date.
First call with them they asked me to pay $600 however it should be free in those cases
Second call the manager hangup on me while we talking
And third time a guy told me your flight is in 2 month bot tomorrow and put men hold for 30 min.
Worst travel agent and worst customer service.

Service
Value
Thumbnail of user williamk2453
1 review
2 helpful votes
August 15th, 2023

Horrible people trying to over charge and rob customers money. Terrible customer service. After them for the overcharge. They denied refunding money. I give no star rating if it was possible.

Thumbnail of user ss6248
1 review
3 helpful votes
June 13th, 2023

I made a reservation through the website for a flight. I discovered just one day before the scheduled flight that my reservation had been canceled. The reason provided for the cancellation was the lack of timely updates on the website. It is truly disheartening to know that the agency failed to update its website promptly, resulting in my reservation not being secured from the very beginning. I had to scramble to find an alternative flight at the last minute, incurring additional expenses and wasting valuable time.

Thumbnail of user bentobyschwartz
1 review
3 helpful votes
July 3rd, 2023
Verified purchase

You will not be able to cancel and get a refund. Simple as that. They make it impossible. There is literally no way to get your money back.

Service
Value
Quality
Thumbnail of user pamelaf1737
1 review
2 helpful votes
November 22nd, 2022
Verified purchase

I took a chance on a discount ticket to visit friends. I just happened to check my flight about a week before the trip, only to find out that the flight had been cancelled. I contacted the airline, and they told me they would refund Crystal Travel, and that I would have to contact them. So far I have not heard back from Crystal, I had to buy a last minute (expensive) ticket, and have filed a dispute with my credit card company. Le$$on learned.

Service
Value
Returns
Quality
Thumbnail of user juliaj392
1 review
1 helpful vote
January 2nd, 2023

Bought 2 flight tickets. Minutes after receiving the confirmation, they were calling me saying that the flight is oversold and i should rebook for another day or or upgrade to business. I said no, asked for the refund. They said that they will issue full refund as this is their fault. Well, still no confirmation of the refund nor a cancellation email.

Service
Value
Shipping
Returns
Quality
Thumbnail of user selin2ky
1 review
3 helpful votes
August 2nd, 2023

If the option were available, I would rate this company zero stars due to their deplorable business practices and customer service.

My journey of disappointment began when I was redirected to their website in search of tickets to Istanbul this summer. Intrigued by their competitive prices, I was led to believe I had successfully purchased the tickets, even receiving a confirmation email to back up this belief.

However, my optimism was short-lived. Fast forward two months later, and I found myself on the phone with their customer service, seeking answers as to why there had been no further communication regarding my flight due to take off in a mere 2 weeks.

Following numerous transfers between customer service representatives, each requiring me to repeatedly relay my booking and personal details, I was finally presented with an unsettling revelation. Despite the initial confirmation, my tickets were not "confirmed," and in fact, no purchase had ever been made on my behalf.

Their proposed solution to this conundrum? To re-purchase the same tickets, now suddenly inflated by a baffling 20%. I was left with the distinct impression that this tactic is employed intentionally as a means of inflating their profits.

Consider this a warning - do not make the same mistake I did. Patronizing this company could very well lead to the disruption of your travel plans and unnecessary stress. In this case, the saying rings true, "If it seems too good to be true, it probably is." I strongly advise avoiding this company and seeking your travel arrangements elsewhere. Your peace of mind and holiday enjoyment depend on it.

Service
Value
Shipping
Returns
Quality
Thumbnail of user mikej1502
1 review
10 helpful votes
March 16th, 2022

Booked a flight. Under review and have not received a confirmation. Nobody picks up the phone. I don't know how they are honestly in business. Insane!

Thumbnail of user all245
1 review
2 helpful votes
August 22nd, 2023

I booked a flight to Costa Rica with friends. I rented hotel rooms and also rented a house. I checked the flight status several times and it said that I needed to enter my date of travel but there was no option. Through customer service it said that I could not confirm my flight until closer to the date of travel. So I then contacted customer service and spoke to a representative and they informed me that they cancelled my trip! And without speaking to me! So at this point I cannot get hotel or house refunded. I ended up having to rebook my flight which was double the price. I have never had such a nightmare of an experience as I have with crystal travel. Stay away. Do not book with them! This 3rd party travel agency needs to go out of business and quit scamming people.

Tip for consumers:
Do not book through Crystal Travel

Products used:
Flight

Service
Value
Shipping
Returns
Quality
Thumbnail of user juliens29
1 review
2 helpful votes
June 7th, 2022

I made a reservation for a Kuala Lumpur-NYC via Doha trip on 5 June via Crystal Travel. I walked in the Kuala Lumpur airport that day only to find that my first flight had been cancelled, which I had never been made aware of. I called Crystal Travel's customer service number in order to ask them to book me on a new flight asap, but no one picked up. I wrote an email titled "URGENT" and am still to get an answer to this day. I got my problem resolved by the airline themselves (Qatar Airways), they booked me on a new pair of flights operated by other airlines that left later that day - the airline said that my initial flights had long been cancelled and Crystal Travel had been made aware of that and had to forward me the info (which the airline could not do themselves because Crystal Travel had not entered my email address in the form they provided the airline), which they never did. Unprofessional. This was the first time I booked with Crystal Travel and it will be the last.

Thumbnail of user megans955
1 review
4 helpful votes
May 10th, 2022

Crystal Travel is a complete scam, and they've singlehandedly ruined my first vacation in over two years.

They charged my card almost 7 months ago, but I have yet to receive any confirmation from the airline. I've tried to reach out to Crystal Travel on multiple occasions, and the phone just continues to ring. A friend that I'm travelling with received a refund without being informed, and as of now she doesn't have a flight home from our trip- and at this point I'm not sure if I do either.

This is a trip that we have already paid for accommodations for, along with the airfare there and everything else we need for the trip. I'm genuinely livid.

I work in the news industry, and I will be bringing this story to every outlet that will listen if my situation doesn't get rectified. That kind of publicity will hopefully stop people from making the mistake that I did in booking with Crystal Travel.

Thumbnail of user jninen
1 review
1 helpful vote
September 2nd, 2023

I booked business travel and the flight was immediately cancelled. Then a middle eastern person called and requested credit card infomration for a ticket at a higher price.

Thumbnail of user gerryg81
1 review
0 helpful votes
July 21st, 2022

Booked a flt with A T I airways and somehow crystal travel intercepted it,,, charged 700 dollars to my card and never received any confirmation. I requested it over the phone 3 separate times with a promise it would be forthcoming, never happened! Called again talked to someone in India with a promise from him that the charge would be returned... you guessed it, never happened. Still trying to fight it with the card co. No luck. (U S. Bank visa.) be very careful when you book on line, they intercept and keep your money. BE AWARE OF CRYSTAL TRAVEL.

Thumbnail of user ramud2
3 reviews
7 helpful votes
September 7th, 2022

BIG SCAM, Never book a ticket with them. If you book a ticket they send an email saying "Payment Under Verification" and they provide some phone number for a call. If you call them, they answer barely and they will say that flight no longer available. They offer different flights with un reasonable prices.

I am wondering how they connected to Google Flights

Tip for consumers:
BIG SCAM, I suggest don't use this company at all

Products used:
Flight Ticket Booking

Service
Value
Shipping
Returns
Quality
Thumbnail of user not170
1 review
1 helpful vote
August 15th, 2022

Typical Bait & Switch. Post low prices. You tend to purchase. The purchase is "pending". They call you back, saying that fare is not available, and trying to stiff you with higher rate. This is an unethical, terrible company, and maybe in UK this is ok. In the US this would be persecuted as a scam, as bait & Switch is illegal in the US.

Service
Value
Quality
Thumbnail of user taskmister
1 review
2 helpful votes
August 27th, 2023

Went to book two direct flights to Bangkok, priced up at £882 in Agoda and redirect to Crystal travel. Put in our details, made the payment only to be told on the webpage that the booking was pending. Alarm bells went off when we were doing the booking and Crystal wanted £88 pounds each way to pick our seats, the site showed just 4 seats available in a tiny cross section of the B777 aircraft. This semed strange as the booking was 5 months in advance, and we have done this flight several times before, booking well in advance.But thought it maybe o.k.

Two minutes later got a call from a bloke with a western anglo type name, but his accent was not western or Anglo.

He went on to tell me that my booking was not completed, that the seats we had booked were now another £200 more expensive per person. His excuse was that someone booked the other seats that were available and as such our price was elevated by £200.

Their website is deliberately underpricing flights to bait customers to book and then the call you 2 minutes later with a higher price, knowing that you were keen enough to book and pay just moments earlier. It's a lowlife scam.

The guy on the phone was argumentative and unprofessional, he made a habit of refering to trustpilot reviews. I hope he refers to this one.

Date of experience: 27 August 2023

Thumbnail of user hansf58
1 review
0 helpful votes
December 23rd, 2022
Verified purchase

As the headline states, they booked connecting flights separately, which caused me to have to pay insane baggage fees if I was to go through the regular process online. Luckily the airline corrected it, but I still had to pay way more because it was the day before the flight.

Tip for consumers:
Just don't use them. Google will recommend them, but you should go to the airline's site and find the same flight there.

Service
Value
Shipping
Returns
Quality
Thumbnail of user giannah7
2 reviews
10 helpful votes
June 22nd, 2023

I booked and paid for a flight that was not real at all. I went to check in for my flight with the airline and it did not exist, wasted hundreds of dollars, had to book a whole new flight. DO NOT trust this site.

Tip for consumers:
Horrible.

Products used:
Flight

Service
Value
Shipping
Returns
Quality

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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.

Business History

About Us
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.

Company Background
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.

Company Representative

Thumbnail of user crytsalt
Crytsal T.
Typically does not respond to reviews
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.

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