Crystal Travel 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

“Absolutely the worst experience I’ve ever had traveling. Months everything was wrong! The person I spoke to on the phone lied to me said the trip was 100% refundable 100% changeable if I “upgraded” and I wouldn’t need to buy the additional insurance. Needs to cancel as one member of the trip was not well—— I was told I had to pay a cancellation fee before receiving my 60% +\- refund so I tried to change the tickets around to make it easier and was told I was not able to change origin or return location no matter what! And if I wanted to change the dates I would have to pay a fee about 25% of the ticket cost. We where forced to use the original tickets or we would have lost money. After the trip I did some checking and found MANY reviewers saying this same “bait and switch” type practice happened to them. I originally tried booking these tickets on kayak with Asiana airlines, the transaction wouldn’t go through this person called me and said “we see the transaction didn’t go through” I thought they where with Asiana as they never specifically said who they where. I thought it was Asiana trying to help but this “company” intercepted the call and lied to me. If I could give negative stats I would HORRIBLE HORRIBLE HORRIBLE”

Helpful Report

Posted 1 year ago

Dear Passenger, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We have asked our relevant team to check and contact you to resolve this concern. Team Crystal Travel

Posted 1 year ago

“I booked the ticket with crystal travel they changed my flight and I paid them partial amount £1250 because of some circumstances I can not travel so I want to cancel the booking and they don’t want to give my money back please guys don’t book any tickets with this travel agent they are scammers”

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Posted 1 year ago

“In the weeks following booking, and before departure, 3 of my 6 flights were changed. Although informed i still missed the return flight and had to buy another ticket. Although the fault was mine I was told I could reclaim the airport taxes (paid twice although used once). The airline said this was up to the travel agent. After phone calls and emails Thomas said he would look into it and call back the following month. He did not and i also had no response to my follow up email. What is the point of booking through an agent and paying them their commissions if they do not act for their customers? When someone says he will phone back and does not then he lies and cannot be trusted. On other points: 1. The prices on Crystal Travel website were out-of-date at time of phoning and prices were generally a couple hundred £ more expensive than advertised. 2. Although I received email for ticket I did not receive a receipt for the most expensive ticket I have purchased. I had previously booked flights with Crystal Travel but never again. I very much hope that potential customers look elsewhere.”

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Posted 1 year ago

“BE VERY CAREFULL WITH THIS TRAVEL AGENT - They sold me insurance for my flights as I said we may have to cancel one ticket - However today I tried to cancel the one ticket out of 4 and they tell me thats not what the insurance was for and I could not get a refund - Took a chance on this cheap small travel agency and they have let me down - you get what you pay for - bad service”

Helpful Report

Posted 2 years ago

Dear Neale, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We have asked our relevant team to check and contact you to resolve this concern. Team Crystal Travel

Posted 2 years ago

“I am unable to find an email to discuss with Crystal Travel, but I was charge for a flight and when I checked with the airline, there is no record of me on their itinerary. A legit company should not be so difficult to confirm travel with.”

Helpful Report

Posted 2 years ago

Dear Passenger, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We are unable to trace a booking request under your name. Request you to kindly send an email to customercare@crystaltravel.co.uk with your details so we can assist you accordingly. Team Crystal Travel

Posted 2 years ago

“I have tried Crystal several times. Every time one of the flight legs advertised has been ‘unavailable’ and after some theatrical pauses a fare is available £200- 300 more than the advertised. This manifests itself every time as ‘booking declined’ online followed by a call from Crystal offering pricier alternatives. This is the pattern every time (I always decline the extra and go to another agency or the airline). This has happened to me too often to be genuine! It’s a bait-and-switch con!”

Helpful Report

Posted 2 years ago

Hi Paul, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We have asked our relevant team to check and contact you to resolve this concern. Team Crystal Travel

Posted 2 years ago

“Avoid this company at all costs!!! CRYSTAL TRAVEL charged me excessive fees even though the agent sold me " a refundable rate". I have contacted the agent and management several times but they keep ignoring me. I travel a lot and I have never experienced anything like this. RUN, don't walk, from this company if you want fair price and service for your holiday. You have been warned!”

Helpful Report

Posted 2 years ago

Dear Passenger, We acknowledge your concern and sincerely apologize for this experience. The feedback is shared with the team. However, We apologize for the inconvenience caused but are glad your booking is resolved. Team Crystal Travel

Posted 2 years ago

“Sadly, we too have just been scammed by CRYSTAL TRAVEL. In writing this review, the utmost care has been taken to confirm the correct spelling of the company name taken directly from their email confirmation before writing this review. My reason for doing this (as seen from previous reviews) is to counteract any attempt from these characters to claim that another company named Crystal(s) travel is responsible for tarnishing their good reputation. In the process of booking our holiday, we did the homework and found the flights that we wanted and started the booking process. After 3 attempts, our payment was declined. So, we thought schucks! maybe the card issuer had blocked the payment as it was for a large sum. Within minutes, we receive a call from CRYSTAL TRAVEL who explained the card was declined as the flight was full. How strange is that we thought!!! They then offered to find us alternative flights AND...guess what, they did! They offered us a later flight costing us £400.00 more with the same airline. As we had already reserved the cars, train tickets and apartment, we accepted the higher price (as you do when you are in buying mode and beginning to shape and plan the vacation). However, something DID not feel right about this and so we went direct to the BA (British Airways) website and input the dates and times we wanted only to find they were available AND COST MUCH LESS than we had just paid!! WE realised that scammers are not just theives who prey on the elderly but also businesses whom the public trust to comply with trade laws, regulators and industry practices to protect the avergage consumers and not use ploy and scare tactics to make sales. Sadly, CRYSTAL TRAVEL have proved to be among the companies who will stop at nothing to increase their bottomline. PLEASE BE AWARE and BE DILIGENT. Big companies like British Airways, do not call you up to make a sale - at least not yet they dont!) And, if you do get caught out, It will be an utter waste of time and energy and life to waste time trying to claim a refund from this unscrupulous company of individuals - entirely on the basis that "if you accept the quote and make the payment" you will make it difficult to prove otherwise and the said company will give you the run-around and frustrate you in the process. The images below show todays date 22/09/2023 proving the desired flights and times are available one week after my purchase as evidence of their malpractice. I have also posted images of previous reviews to help make other buyers aware of their practices”

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Posted 2 years ago

Dear Passenger, We feel for you that you were treated this way but also on the other hand after doing an in-depth investigation we came to know that the booking that you made is not with Crystal Travel it is with Crystal Travels and that's totally a different company. Therefore, we request you to kindly connect with them and would be really pleased if you can remove the negative review from our site as the same does not belong to us. For a great experience of booking we would suggest you to kindly connect with us in future we would love to help you out and show how we can make your journey more pleasant. Thank you Team Crystal Travel

Posted 2 years ago

“Absolutely horrendous company. AVOID AT ALL COSTS. Spent 4 hours on the phone with multiple different ‘customer service reps’ after the company cancelled our flights (which we needed for the next day). They refused to take responsibility and left us out of pocket and wasted our time. Read the fine print very carefully when booking and ‘confirming’ tickets, this company are ruthless and have zero customer service initiative or support - you will be the one that has to pay the price for dealing with this awful company. Had the worst experience of my life, please please stay away.”

Helpful Report

Posted 2 years ago

Hi Passenger, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We have asked our relevant team to check and contact you to resolve this concern. Team Crystal Travel

Posted 2 years ago

“I have read of some of these comments and the same has happened to me. I tried to book a flight online and was not able to. I received a call telling me the price was no longer available and was £400 more. I ended up booking through them but when I received the receipts from the airline it wa the original price. It seems they do this as a matter of course. I am taking them through small claims under their parent company Moresand Ltd. I advise you do the same.”

Helpful Report

Posted 2 years ago

Dear Customer, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We would like to draw your attention to the point that the online portal had a certain delay compared to the live system on which we are working. Hence, it takes some time to update the website details compared to the live availability. We are unable to trace a booking request under your name. Request you kindly send an email to customercare@crystaltravel.com with your details so we can assist you accordingly. Team Crystal Travel

Posted 2 years ago

“Not very happy, along with a lot of customers, I went through Kayak to crystal to book my flight to Thailand, on their web site I entered all the details, when I went to pay it showed 14 mins to complete the transaction but it didn’t let me pay, tried 3 times no luck. Had to call their call back number, when they called me back they said the problem was that it was a very popular flight & all tickets at that price had been sold but the had a few seats a an extra £250 as I only had a few days to get the booking I felt I had to pay the new price, but I believe the price shown on Kayak doesn’t exist and the pay portal on their web site is a front to get your details & then hit you with a higher price when you call them”

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Posted 2 years ago

“Crystal travel is fraud. They are running a scam. When you book with them, you get an email saying that there is a problem with your booking and a number to call them. I thought it was strange that I was asked to call but I did anyway. They sent an email and asked I confirm typing “I agree”. I ended up getting a confirmation booking with a higher price from the original price, I was never able to get my money back. The stiffed me of about $300. PLEASE PLEASE PLEASE, NEVER EVER EVER book with them.”

Helpful Report

Posted 3 years ago

Dear Customer, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We have asked our relevant team to check and contact you to resolve this concern. Team Crystal Travel

Posted 3 years ago

“Crystal travel has the absolute worst customer service.. Also, after giving the phone number to use for my booking, the lady decides to call me on the cell number that I dialed in with. I asked her not to do so and that it was not the number that I'd indicated on the travel booking.. She refused to listen and kept interrupting the call with a lot of disruptions .. she refused to listen to what was being said and asked.. I don't believe that anyone should trust their travels with this company”

Helpful Report

Posted 3 years ago

Dear Customer, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We are unable to trace a booking request under your name. Request you kindly send an email to customercare@crystaltravel.co.uk with your details so we can assist you accordingly. Team Crystal Travel

Posted 3 years ago

“See recent Asiana Airline notice on Recent Fraud Activity of Certain Low Cost Meta Search Websites. https://flyasiana.com/C/US/EN/customer/notice/detail?id=CM202108200001478879 Crystal Travel is one of them. It's the agency just hook you showing fake cheap price, and then it will get your credit card information through booking, and then will call you back that the ticket is not available. Then this agency will try give you another option with different prices, sending you a booking confirmation email. And the all agents speaking weird English in Indian accents and background noise is quite huge, it sounds like those scammers are having the office desk outside. (I am not joking) Go to airline office homepage. Those fake agencies are quite popular nowadays due to COVID after-effect, everyone seeks cheap flight tickets.”

Helpful Report

Posted 3 years ago

Dear Customer, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We request you kindly send an email to customercare@crystaltravel.com with your details so we can assist you accordingly. Team Crystal Travel

Posted 3 years ago

“I'm a thrifty person so I tried to camp a cheap ticket.   On 07/19/2022, I booked a flight for 2 people (me and my gf) from USA to Vietnam around at 5:30pm, the ticket is $1808 ($904/each) and the airline is Asiana Airlines  . After that, there is a guy whose name Leo Miller in here “Crystal Travel” contacted me back and said that I’m not able to afford that price since it was too cheap and gave me a bunch of hilarious reason. Then he started quoting me a really high price which is more higher than the price of original airline and asked me to confirm.   Firstly, he quoted me at around $2600. Secondly, he quoted me back at around $2300. Lastly, he quoted me back again at around $2000 more. And I denied all of them, I asked him why you charged me more, he made up that this price is for selected seat, I will book for you guys to sit together and your $1808 is not included the checked bags. I took my confirmation number and searched it up on Asiana Airlines, it popped up that I got free 2x23kg/person checked bag, free carry-on.I told him that for the seat, I don't want to pay extra to be together. On the day of departure, I will go to the airline to get tickets and seats and then go to the airport to sit. I don't need easy-refund or easy-cancellation so don't need to charge anything .  I asked him why I got charged more? If you didn’t agree on my price, why would you put it on sale then your customer booked it and you gave them a bunch of crapped reasons which don’t make sense?    They will still give me full refund but this is my first and last time using this service!! Really really bad. Tryna scammed people around here?   Thx!”

Helpful Report

Posted 3 years ago

Dear Vinh, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We have asked our relevant team to check and contact you to resolve this concern. Team Crystal Travel

Posted 3 years ago

“just nowNEW-Edit Very disappointed with my experience of Crystal Travel. I purchased a flight advertised at a certain price on Momondo, only to receive a notification that the booking wasn't successful ant to call Crystal Travel, which I did. I received a call back 20 mins later from an advisor called Freddie Smith. He told me that there was only one seat left on the flight and it was 30% more expensive than they had advertised. As the flight was for a friends birthday and everyone else was on that particular flight I panicked slightly, and accepted what I was being told (big mistake). I felt pressured to accept the price as I didn't want to miss out on the last flight and accepted the offer. When I returned home 1/2 hour later I checked the BA website to find the flight had many seats and the price was considerably lower than I had been charged. BA have a policy that they will cancel flights within 24hrs of booking. I emailed Freddie to see what could be done, but received no reply. When I complained to the team leader Vikram Thakur we eventually agreed on a £50 refund. I agreed to this as it seemed otherwise the process would be long and drawn out. Unfortunately, I then received an email offering me £60 off my next flight, which was not what I agreed. I complained but again no reply. Avoid this company at all costs.”

Helpful Report

Posted 3 years ago

Dear Customer, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We request you kindly send an email to customercare@crystaltravel.com with your details so we can assist you accordingly. Team Crystal Travel Delete

Posted 3 years ago

“Avoid!! Booked flight ticket last minute and due to a protocol on the system, my son wasn't listed on the passenger list and had to buy last minute elsewhere. Not professional and not what is needed at 5am when you get to the front of the check in.”

Helpful Report

Posted 3 years ago

Dear Customer, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We request you kindly send an email to customercare@crystaltravel.com with your details so we can assist you accordingly. Team Crystal Travel

Posted 3 years ago

“I’ve read the good reviews about Crystal palace and as my cousin booked the tickets to India with them I gave it a go ! It was the worst agency I’ve ever experienced ! First of all , most of the operators are frauds as they have ‘English style ‘ names such as Aron Smith and Daisy Swanson , as you can imagine these guys are based in India and these are not their real names ! Why are the hiding their real names you might be wondering ! Yes you guesses it well , to get away with all their scams and frauds and deceiving their customers without getting into trouble ! I booked my tickets with ‘Aron Smith ‘ who appeared friendly and nice to talk to at first ! Booked a ticket to India with a multi stop to Sri Lanka on Sri Lankan airlines 30/04 on ref CTUK151647 for travel between 26th May and 16th of June with a stop over in Sri Lanka ( I payed extra for flexible tickets so in total £3000 ) ! On May 18th the government of UK put a ban on travel to Sri Lanka due the political situation there ! This is when their real face appeared ! Sri Lankan airlines told me that I’m entitled for full refund due to the government notice ( I’ve also got a friend who works for the airline who confirmed this ) ! When I contracted this Aron Smith he informed me that cancellation fees would apply and I will lose all my money but the airlines told me that the agent is able to apply for a full refund due to the political Situation ! This Aron smith made it look like as if he was doing me a favour and trying to get a better deal for me just for India trip which on the day of discussing costed only £1700 return on their own website but instead of refunding me £3000 for the multi trip ticket I payed and re charging me £1700 for a new tickets to India they ‘ refunded me , £400 out of my £3000 and they made a hefty money of £900 out of my tickets ! These guys are frauds , they seems so nice on the phone but in face they try to steal every penny out of the customers ! We booked 8 tickets with these guys but we have learned our lessons and will never use them again! Aron Smith is a cheat and in fact a scammer . I’ve added screen shots for your info”

Helpful Report

Posted 3 years ago

Dear Customer, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We have asked our relevant team to check and contact you to resolve this concern. Team Crystal Travel

Posted 3 years ago

“I used their US service. When I called 18667217639 it went to voicemail immediately which said they were closed and to call back during business hours. This was well before the 24 hr window so I thought I would wait and call back the next day. The next day, during business hours as listed on their webpage, I got the same message. I wasn’t able to fly because of a last minute passport visa issue and I couldn’t reach anyone. I went through their UK number to reach a US person. That person said they could not do anything as we were within the 24 hr window to reschedule. I told them about their phone line and he simply said they might have had a high call volume. High call volume? Excuse me? That’s why you won’t help me? Do yourself a favor and book with literally any other agency. Maybe someone else will accept responsibility for not providing their service.”

Helpful Report

Posted 3 years ago

Dear Customer, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We are unable to trace a booking request under your name. Request you to kindly send an email to customercare@crystaltravel.com with your details so we can assist you accordingly. Team Crystal Travel

Posted 3 years ago

“I booked my family ticket in Feb 2020 and the flight was cancelled due to covid. I asked for evoucher but could not travel due to flight fare is very expensive. I went back to this company and asked for full refund until today I have not received any. I sent to the company the reply of the airline but has not acknowledge it. I have been ringing them every month was promised that they will refund until now I have not received any. I used to love this company but no anymore. I will never comeback to this company”

Helpful Report

Posted 3 years ago

Dear Customer, We sincerely apologize for the inconvenience caused. This is not the kind of service we intend to deliver. We have asked our relevant team to check and contact you to resolve this concern. Team Crystal Travel

Posted 3 years ago

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