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Nottinghamshire |
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 #16 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 15/03/2010 @ 12:07 |
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lets face it they do not want bad press, we took twenty five people to Austria with Crystal this year and are looking to do the same next year, the last thing they want is to be seen as sh*t with customer service!as earlier suggested speak to top brass if no joy get legal advice |
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Sno-ageltd.com |
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| Posts: 1274 |
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West Midlands |
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| #17 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 15/03/2010 @ 17:29 |
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QUOTE (wesdev - 15/03/2010 @ 09:53) 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...
Agreed. I have had this happen to me on a poorly designed website for an Insurance Company.
Luckily I took screen dumps as I progressed my order and that gave me something to argue with.  |
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- Our attitude toward life determines life's attitude towards us -
- Better to do something imperfectly than to do nothing flawlessly - |
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| #18 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 15/03/2010 @ 17:47 |
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thats unlike crystal, they're usually awesome :/ |
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Burton Bullet 59, Burton Custom Bindings |
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Advertising Partner |
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Kent |
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| #19 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 15/03/2010 @ 18:53 |
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@Saraj42 - any update? |
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www.WhistlerCondo.co.uk - Luxury 2 bed/2 bath Whistler Village condo - discount for GB members |
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| #20 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 17/03/2010 @ 10:28 |
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I suspect legal proceedings will be throwing very good money after very bad money.
Either your friend has screen dumps/prints with the correct date or the wrong date. If its the correct date, then you would have had the holiday when you expected to. If its the wrong date, suing Crystal may be difficult. Crystal will not consider their name to be tarnished in any way by this, either.
I once booked flights to Marseilles for the wrong weekend. I cancelled within the hour, realising my mistake when reading the details over to my wife, and it cost me nearly £200. It was my stupidity and suing BA would not have got me any of this money back. |
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| #21 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 17/03/2010 @ 17:45 |
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Hi
Not a fan of Crystal Ski, not because I am in the industry but because of personal holiday experiences. BUT......
I have a feeling that your friend inputted the date he wished to travel as the 13th but what can happen with online booking systems is they will also bring up availability 7 days before, and after your selected date, this is done as not everyones dates are fixed and people can have flexibilty so to save on trawling back and forth on a site info is there to hand, plus some dates can be cheaper, it is a selling technique that many companies use, so even though your friend inputted the date he had to travel he may have seen a holiday that was for a different date and at a really good price and if he doesn`t know about that the site will highlight dates +7 and -7 he would assume it was for his specific date.
All I can think is that he didn`t double check, plus the small print with all companies will state that full balanance due 8 weeks prior to departure and if booking withing this time full payment due at time of booking, refunds of funds less deposits are available on a sliding scale upto the 8 weeks deadline so Crystal are well withing their rights and t&c`s to not refund or change the holiday i am afraid.
Te only way to prove what he booked on line was by screen dumps, but not many people do this so I have a feeling your friend is out of pocket and holiday.
he could write to them and ask for a gesture of goodwill say 50% refund of a discount off a trip next year, but in this case I don`t think Crystal are in the wrong (it pains me to ay this too)
from a customer service point it would be good of Crystal to offer your friend something but they are a very large company (TUI) and the loss of 10 potential clients is a mere dip in the ocean to them. |
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Aktiv Meri Girl
AktivExperience
600kms of riding. |
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| #22 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 20/03/2010 @ 19:23 |
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Update: we managed to speak to the floor manager who offered another week, all they had to do was pay for accom, which wasnt cheap. They paid but ended up in 1800 and not 1950 in a two star when they booked a 4 star. However it was at least something. They did say there may have been a fault on the website at the time, and checked the dates entered. To be honest i think it was half and half to blame, however when i wrote a email as a fellow customer saying i was unhappy with how they dealt with the situation and that for 1 week in total they got 1800 pounds, i heard from the friend that had booked that they were unhappy i sent the email and werent sure they would help them since i sent the letter. I had nothing to do with their booking and was giving my thoughts, hoping it my help, but it did the opposite. I then, due to my friend asking, resent another emailing saying i would still use them etc and take back the first emails comments. They seemed more interested in my customer service than my friends, which is odd as i wasnt the customer! They didnt like us talking about her bad customer service to each other, which is hard when its a group holiday and you are sharing lifts! so i sent the email,l but only as my friend asked, i am not happy about the tatics they used and it has def put me off booking with them.But at least we got some kind of result.
My last holiday they put us in the wrong room, until we had to complain and show our booking details, then we missed our flight as we werent even booked on it, they made us wait while everyone else checked in to see if there was space, then the manager said when this normally happens there is space, i thought, normally happens..surely once is enough, but now you let it happen again. We then waited only to be told the airline was full and we would have to get another flight, that was on top of the wrong room, a cancelled day trip and 2 iphones getting stolen...a great holiday!
Oh well i guess its just unlucky, that both holidays in the space of 4 weeks f***ed up with crystal.
Thanks for all your support, all i can say is double check everything and dont give up when sorting issues out - go to the floor manager, they seem to be the only ones who can do anything.
thanks |
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| Posts: 1105 |
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UK - Scotland |
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| #23 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 20/03/2010 @ 21:33 |
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Revision #2 (Last edited: 20/03/2010 @ 21:35) |
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Go DIY.
I haven't done a package trip since 2003 - and have never looked back.
Can't say I miss the reps giving you the speil about all the "crazy" pub crawls they can take you on. |
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| #24 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 21/03/2010 @ 11:12 |
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QUOTE (saraj42 - 09/03/2010 @ 10:36) 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!
Doesn't matter as all the necessary details would have arrived in the confirmation email. As far as the rest is concerned, you can't really blame Crystal because your buddy booked the wrong date. I hate people who don't take responsiblity for their own actions. |
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| #26 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 21/03/2010 @ 21:57 |
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QUOTE (Sinbad - 20/03/2010 @ 21:33) Go DIY.
Absolutely. It's kind of ironic because people do the package thing because they don't want to put in the effort to do it themselves... but it turns out that you still have to put at least some effort into it. I have been on package deals, but I don't miss the whole herd thing one bit.
We had a bloke turn up at the cafe the other day expecting a seat on a cat.... He was adamant that he'd booked a seat and there was a single free seat so he got his turns.
It turned out that he'd booked for the day after. That's kind of ok, although we could have sold that second day's seat to someone else if he'd not booked it, and if there'd been no seats he'd have been riding the piste. So it's good for everyone if people check their receipts. |
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West Yorkshire |
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| #27 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 22/03/2010 @ 12:45 |
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| In reply to post #21
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even then, there's usually a screen just before you pay stating everything you'll be paying for, which they tell you to check carefully. they then send a confirmation email. if they were correct, but crystal had something different it's their error. if not, then it's the person booking, as they didn't check.
Glad your mates got something back, the people on the call centre floor would have no authority to give you anything so always ask to speak to someone who has authorization to make that type of decision. |
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Dick Dastardly was right, don't just stand there, do something |
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| #28 Re: Crystal ski - Hoilday Hell - Advice URGENT Posted 22/03/2010 @ 21:38 |
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| In reply to post #20
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QUOTE (bar shaker - 17/03/2010 @ 10:28) I suspect legal proceedings will be throwing very good money after very bad money. Either your friend has screen dumps/prints with the correct date or the wrong date. If its the correct date, then you would have had the holiday when you expected to. If its the wrong date, suing Crystal may be difficult. Crystal will not consider their name to be tarnished in any way by this, either. I once booked flights to Marseilles for the wrong weekend. I cancelled within the hour, realising my mistake when reading the details over to my wife, and it cost me nearly £200. It was my stupidity and suing BA would not have got me any of this money back.
normally the threat does the trick.... |
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