These Booking Terms apply to travel arrangements booked with Moresand Limited, trading as Crystal Travel.
By making a booking, you confirm that you are at least 18 years old, have authority to book for all passengers included in the reservation, and that the information you provide is accurate.
These terms should be read together with your booking confirmation, our Privacy Policy and any conditions issued by the airline, hotel, tour operator or other supplier.
1. Our Role
Crystal Travel may act as either:
- A travel agent for airlines, hotels, tour operators and other suppliers; or
- The organiser of certain package holidays.
For individual services such as flights or hotels, your contract is usually with the relevant supplier and their terms will also apply.
Where Crystal Travel acts as the organiser of a package within the scope of the Package Travel and Linked Travel Arrangements Regulations 2018, those Regulations apply to your booking.
2. Booking Confirmation
All bookings are subject to availability and confirmation.
Prices and availability may change before the booking is confirmed.
Please check your confirmation carefully, including:
- Passenger names;
- Travel dates;
- Airports;
- Flight details;
- Accommodation;
- Baggage allowance; and
- Any additional services purchased.
Passenger names must match the relevant travel documents.
Contact us promptly if you notice an error. Charges may apply where changes are required after confirmation.
3. Flights
Flight fares, schedules and availability are controlled by airlines and may change.
Some tickets may be:
- Non-refundable;
- Non-transferable; or
- Subject to amendment charges.
You are responsible for checking your flight schedule before travelling and meeting the airline's check-in and boarding requirements.
Baggage allowances vary depending on the airline, route, cabin and fare type. Additional baggage may be charged separately.
If you miss the required check-in or arrival time, the airline or travel provider may record you as a no-show.
4. Prices and Payments
The price shown on your confirmed booking includes applicable compulsory charges known to us at the time of booking unless stated otherwise.
Depending on your booking, you may be required to pay:
- The full amount at the time of booking; or
- A deposit followed by the remaining balance.
Any outstanding balance must be paid by the deadline shown on your confirmation.
Failure to pay on time may result in cancellation and applicable charges.
Airfares are normally not guaranteed until payment has been received and the booking has been ticketed or confirmed.
5. Cancellations
Cancellation rules depend on the airline or supplier, fare type and conditions attached to your booking.
- Some tickets and travel products are non-refundable.
- Where cancellation is permitted, airline or supplier cancellation fees may apply.
- Non-refundable booking amounts and Crystal Travel administration charges may also apply.
- In some cases, the total cancellation charge may be equal to the full booking value.
- Free same-day cancellation may be available on eligible bookings where this benefit is specifically confirmed at the time of booking.
- Any applicable cancellation deadline, eligibility requirements and exclusions will be stated in your booking conditions or confirmation.
Please check your booking confirmation or contact Crystal Travel to confirm the cancellation terms that apply to your booking.
6. Changes to Your Booking
Changes are subject to availability and supplier rules.
Where amendments are permitted, you may need to pay:
- Any fare or price difference;
- Supplier amendment fees; and
- Applicable administration charges.
Some bookings cannot be changed after confirmation.
7. Travel Insurance
We recommend arranging suitable travel insurance as soon as your booking is confirmed.
Your insurance should provide appropriate cover for matters such as:
- Cancellation;
- Medical emergencies;
- Repatriation;
- Lost or delayed baggage; and
- Unexpected disruption.
A GHIC or eligible EHIC is not a substitute for comprehensive travel insurance.
8. Passports, Visas and Entry Rules
Passengers are responsible for ensuring they have all documents required for their journey.
These may include:
- A valid passport;
- Visa;
- Electronic travel authorisation;
- Transit documents;
- Vaccination or health documents; and
- Additional documents for children.
Entry requirements can change, so you should check the latest official government and destination guidance before travelling.
Crystal Travel cannot accept responsibility where travel is refused because the required documents or entry conditions have not been met.
9. Health and Special Assistance
Please tell us before travelling if a passenger requires special assistance or has reduced mobility.
Each traveller should make sure their health allows them to safely complete the planned journey.
Airlines may also have specific requirements for pregnancy, medical conditions or special assistance.
10. Financial Protection
Crystal Travel operates under ATOL 3517.
Not every booking receives ATOL protection.
Where your booking is ATOL protected, you will receive an ATOL Certificate explaining what is covered.
If Crystal Travel acts as an agent for another package organiser, the financial protection may be provided by that organiser.
11. Package Holidays
Where Crystal Travel is the organiser of a qualifying package, your statutory rights under applicable UK package travel legislation apply.
If a significant change is made before departure, depending on the circumstances you may be offered:
- Revised travel arrangements;
- An alternative package; or
- Cancellation with any refund required by law.
Where unavoidable and extraordinary circumstances significantly affect your destination or travel arrangements, additional cancellation rights may apply.
If a problem occurs during your package, contact Crystal Travel or the relevant supplier as soon as possible so that reasonable steps can be taken to resolve it.
12. Events Outside Our Control
Travel may be affected by events outside the reasonable control of Crystal Travel or the supplier.
Examples include:
- Severe weather;
- Natural disasters;
- War or civil unrest;
- Government restrictions;
- Airport or airspace closures;
- Industrial action;
- Public-health emergencies; and
- Air traffic control disruption.
Your rights to refunds, alternatives or compensation will depend on the type of booking, supplier terms and applicable law.
Nothing in these terms removes statutory rights that cannot legally be excluded.
13. Complaints
If you experience a problem during your trip, report it immediately to the relevant airline, hotel, tour operator or supplier.
You should also contact Crystal Travel where assistance is needed.
If the issue remains unresolved after your journey, contact our Customer Care team and provide your booking reference and supporting information.
Where applicable, eligible disputes may also be referred to ABTA's dispute-resolution services.
14. Our Liability
Where Crystal Travel acts only as an agent, the relevant airline, hotel, tour operator or supplier is responsible for providing the travel service.
Crystal Travel is responsible for providing its booking services with reasonable care and skill.
Where Crystal Travel acts as a package organiser, additional responsibilities may apply under UK package travel law.
Nothing in these terms excludes liability where doing so would be unlawful.
15. Accommodation
Hotel ratings and classifications vary between countries.
Accommodation descriptions, images, facilities and other information may be provided by third-party suppliers and can change.
We make reasonable efforts to keep information accurate but cannot guarantee that every supplier-provided detail will remain unchanged.
16. Traveller Behaviour
Passengers must behave responsibly and follow the rules of airlines, hotels and other travel suppliers.
A supplier may refuse or end a service where a traveller's behaviour creates a safety risk, causes serious disruption or breaches supplier conditions.
Travellers may be responsible for losses or damage caused by their actions.
17. Personal Information
Personal information may be used and shared where necessary to arrange and manage your booking.
This may include sharing information with airlines, hotels, tour operators, government authorities and other travel providers.
Please refer to our Privacy Policy for more information about how personal data is processed.
18. Price Match Promise
Where a booking qualifies for Crystal Travel's Price Match Promise, the comparison must usually relate to an identical and publicly available travel arrangement.
Relevant details may include:
- Airline;
- Dates;
- Passenger numbers;
- Cabin;
- Baggage;
- Accommodation;
- Room type; and
- Included services.
The competing price must be verifiable and available for booking in GBP.
Private discounts, membership rates, loyalty offers, pricing errors and similar restricted promotions may be excluded.
Additional eligibility conditions may apply.
19. Optional Airline Services
Crystal Travel may assist with optional airline services such as:
- Baggage;
- Seat selection; and
- Other airline extras.
These services remain subject to airline availability and conditions.
Additional charges may apply and requests are not guaranteed until confirmed by the airline.
20. Contact Us
For questions about an existing booking, amendment, cancellation or complaint, please contact Crystal Travel.
Crystal Travel
12 Stephen Mews
London
W1T 1AH
United Kingdom
Customer Care: customercare@crystaltravel.co.uk
Telephone: 0207 612 0500
Please include your booking reference when contacting us about an existing reservation.
