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 #1 Crystal ski - Hoilday Hell - Advice URGENT Posted 09/03/2010 @ 07:35 |
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hello
my friends where due to go on holiday this weekend 13th, but they booked the 6th on the crystal sk website by mistake. They informed crystal as soon as they found out. Since then crystal have been very unsupportive, we asked for a partial refund and would re book there and then a new holiday, we asked for discount if they booked again, or pay admin charges to change the date, they keep saying NO. They admitted that the date typed in on the system online was the 13th and not the 6th, but the computer generated a different date, hence the confusion. Phone calls where even made to crystal to confirm the holiday booking to them and from them, as avalibility was a issue. As a customer of crystal ski i am disappointed in their effort to help. I have spent 8 holidays in 4 years with them and have only just come back from 2 weeks in val thoren, which we spent 5k. My friends are also very good customers, having had 1 holiday with them this year and 2 last. Im really not sure what to do? any ideas would be much appreciated! thanks |
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| Ranked Posts: 9 |
| Berkshire |
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| #2 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 09/03/2010 @ 08:00 |
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| Ranked Posts: 208 |
| Hampshire |
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| #3 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 09/03/2010 @ 08:19 |
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| In reply to post #1 ... |
| That seems really unlucky... but when did they book it? I hope your friends get something sorted but surely if they saw the mistake early enough (I would guess on the confirmation e-mail it asks you to check the details) they could sort it with a phone call... if they relied on e-mails then I don't know what to say other than they shouldn't have. |
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| #4 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 09/03/2010 @ 08:32 |
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| In reply to post #3 ... |
| they booked 1 week ago but dave the guy who booked it works away so only got his post this weekend and that was sat, the same day they where due to fly on the 6th. We have phone crystal ski several times, who have said they will do nothing, so they have lost 1300 and the holiday as the leaving date was sat. They are very upset and crystal ski have not helped, they just keep saying they have lost the money and they wont do anything. Not even help them get a cheap deal for the correct week, as there is a few of us going all to meet up out there. Not good customer service from crystal ski! |
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| #5 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 09/03/2010 @ 10:36 |
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| In reply to post #4 ... |
| it now seems the booking ref and flight details didnt come in the post till yesterday and all they had was a text saying we hope your having a nice holiday on sunday, this means the stuff arrived later than the leaving date! |
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| Ranked Posts: 538 |
| Clackmannanshire |
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| #6 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 09/03/2010 @ 10:54 |
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| In reply to post #5 ... |
| Unless it was sent recorded, unfortunately you'll have difficulty in proving that. |
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| Ranked Posts: 1174 |
| West Yorkshire |
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| #7 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 09/03/2010 @ 11:37 |
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| In reply to post #1 ... |
not sure from you're post i can tell who's at fault. you at first say that your friends booked the wrong date, then later say that they know you typed the 13th but the comp (crystals or your friends??) generated the 6th.
If it's your friends at fault, i don't think you've got a leg to stand on. You're only hope is to speak to someone high up and send in as many holiday confirmations as you can find to show your a loyal customer and how much you've spent in the past. Say you're disappointed that no resolution could be made and that you won't be booking with them again. Unfortunately as they booked last minute, crystal will have lost that booking being unable to sell it on to someone else and i would guess their within their rights to refuse a refund. Don't speak to call centre staff tho, make sure you're talking to someone high up, the call centre staff probably aren't able to do anything even if they wanted and without you asking to escalate it you won't get anywhere.
If it's their fault and they booked you on a different date than you asked for, I'd def persue it. Query it with the credit card if that's how you paid, they might be able to help. |
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| Dick Dastardly was right, don't just stand there, do something |
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| #8 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 11/03/2010 @ 20:46 |
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| In reply to post #7 ... |
To be fairto Crystal Ski it sounds as though they'd be doing you a huge favour to offer any kind of refund/discount. You say your mate who works away only realised that he had booked the wrong date on the day they were due to fly out? If i ran a holiday company and someone rang up on the day they were due to depart and said "I need to change i've booked the wrong date" I would tell them where to go. Politely of course but it sounds as though it was your friends mistake and as someone has already said you dont have a leg to stand on.  |
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| Ranked Posts: 129 |
| Leicestershire |
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| #9 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 13/03/2010 @ 08:41 |
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| In reply to post #8 ... |
When booking or paying for anything online you are agreeing to certain terms and conditions. There are clauses to these conditions.
If it is actual hard goods being p0urchased, you are protected by the distance selling regulations. You will also have some consumer rights when it comes to holidays and flights, but there will be different rules and regulations that apply to holidays bought oonline.
Having booked with Chrystal Ski, you can clearly see the dates etc... on the right hand side of each page. Your friend really should have checked this before finalising the payment.
Of course your friend had travel insurance when he made the booking didn't he? He cold clam on curtailment clause? |
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| #10 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 13/03/2010 @ 09:28 |
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| In reply to post #9 ... |
| "They admitted that the date typed in on the system online was the 13th and not the 6th, but the computer generated a different date" that line ensures that they are responsible its their problem you book for when you want to go not when the computer wantd you to go? |
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| Sno-ageltd.com |
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| #11 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 13/03/2010 @ 15:36 |
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| In reply to post #10 ... |
It's kind of tricky to say from the information you gave.
I'd say that quite clearly either you booked for the wrong date, or they made a mistake: it's one or the other, and it's easy to prove.
Their mistake They should sort it out. Stick to your guns, it doesn't matter if they sent you confirmations with different dates, so long as you can prove the date you booked it for (the first receipt should have that on it) then it's their problem. If they want to fight, I'd take them to court and they'd pay on the steps.
Your mistake Well check their cancellation policy. Cancelling with zero notice usually means they take the full cost and therefore so do you (it's the opportunity cost as well as the material cost you are hitting them with). If you bought their insurance then you may be covered, although I'm not sure they'd cover what would be basically ineptitude. |
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| Ranked Posts: 514 |
| Norfolk |
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| #12 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 13/03/2010 @ 16:36 |
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But does that, it's why it says this!
The following holidays match some of your search criteria: |
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| #13 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 15/03/2010 @ 07:53 |
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| Surely your friends have a print or saved page of the details they booked. From that it will be clear which dates they booked for. |
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| Ranked Posts: 2829 |
| Greater Manchester |
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| #14 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 15/03/2010 @ 09:05 |
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| In reply to post #1 ... |
| Has this developed any further? |
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| #15 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 15/03/2010 @ 09:53 |
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| Revision #1 (Last edited: 15/03/2010 @ 09:55:30) |
| In reply to post #13 ... |
do a dummy order on the website and check the values..
Also is the date drop down values?? Do you have a wheel mouse? You have to be very careful as sometimes the focus hasnt left the control...
P.S Ring them and speak to THE top person.. tell them their website is faulty if you are sure you entered the correct values... and if they dont help you you'll start legal preceedings as well as go to the papers... Only if your are sure though.. THey'll help you as they wont want the negative press...
If they are not part of the solution then they are part of the problem... |
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