Get in touch with our customer care executives for your queries regarding flights and tickets, call us at 0800 368 0300 from within the UK. If you are calling from outside of the UK, please call on +44 207 612 0500
Feedback
We know that your holiday is everything that you have been looking for. We are continually looking for the ways to improve our service and your feedback is a vital part for that.
Have you travelled with Crystal Travel? Was there any part of our service that you were particularly impressed with or do you feel that we could have done more to meet your individual requirements?
We would appreciate any comments that you may have on our service or for those companies that we work with, please mail us.
Frequently Asked Questions:
1. How do I know if my booking is confirmed? Do I need to reconfirm my flight?
When you complete your booking, which will happen after you have submitted your credit card details and pressed the confirm button, you will reach a booking request confirmation page on the website. Your booking is only complete once you reach this confirmation page and hit the submit key. You will then be sent a confirmation e-mail shortly afterwards. Both the e-mail and the confirmation page contain the details and price of your order, along with your order number. You should quote this order number if you need to get in touch with us, as it will help us to identify your order. If you do not see the confirmation page or receive the e-mail, your booking may not have been confirmed.
There is no need to reconfirm your flights before departure from the UK though we do recommend that you reconfirm any onward or return flights with the airline you are travelling with.
2. How do I book an e-ticket?
E-ticketing is an extremely convenient way of travelling because it confirms your air ticket purchase without the need for a hard-copy record. The airline you are flying with stores all the ticket data on its computer, which means there is no paper ticket for you to collect and -more importantly - no ticket to lose. With an e-ticket, all you need to do is go straight to the check-in desk with a valid passport and a copy of the email confirmation sent out by Crystal Travel confirming your itinerary. Once these have been checked and verified, your boarding pass will be issued.
3. How can I cancel my Ticket / Flight?
In writing or by speaking to one of our Customer Relations agents on the telephone. All cancellation requests need to be received prior to departure. E-mail us at refunds@crystaltravel.co.uk or write to us at
Customer Support
Crystal Travel
38 Riding House Street
London W1W 7ES
Reservations will be cancelled automatically if any payment has not been received within 72 hours of the booking. All tickets are issued on a non-refundable / non-endorsable basis unless otherwise stated.
4. When will I receive my Tickets? What are the Ticket Delivery Options?
You should expect to receive your tickets/vouchers within 7 days of your date of travel. If travel is within 7 days your ticket will be sent within 24 hours. For Registered Mail (within the UK) or courier deliveries a signatory must be at the delivery address at the time of delivery. If they cannot effect delivery a card will be left, providing you with the location of your local depot. Please take identification with you for collection. E-ticket,, UPS (throughout the world) and Personal Collection from the airport (London Gatwick/Heathrow) are the different delivery options.
5. What is my Baggage / Hand Baggage / Cabin Baggage Allowance?
Each airline has its own Baggage Allowance. Please consult your Travel Consultant or the airline directly.
6. Can I book a flight for someone else if I'm not the passenger?
Yes, you can book a flight for someone else if you are not the passenger. If we need any verification or information from you regarding the purchase a member of staff from our service team will contact you directly. All you need to do is go ahead and make the reservation as normal.
7. How far in advance can I book my flight?
You can book a flight up to 11 months in advance.
8. How can I find out the status of my refund enquiry?
Air tickets returned for refund are subject to a minimum cancellation charge of £50.00 per passenger. Tickets are presented to the respective airline or consolidator for assessment. Refunds by airlines or consolidators for part-used tickets are always less than pro-rata and in some cases there may be no refund value whatsoever. Refunds will be paid to you as soon as the amount due has been established with either the relevant airline or consolidator. This usually takes between 10-40 days but in some cases (e.g. lost tickets, special circumstance requests) it may take considerably longer, i.e. up to 12 months.
Collection Points
Air Travel Guide
38 Riding House Street
London W1W 7ES
SAM Travel & Tours
803 Romford Road
London E12 5AN
Philippines Holidays
13 Hogarth Place
London SW5 0QT
