Web Frequently Asked Questions
- How can I check what I've booked?
- When should I expect my tickets?
- What should I check on my tickets?
- When do I need to pay for my holiday?
- What is My Crystal?
- How do I pay the balance of my holiday?
- What if I want to change, add or remove passengers from my booking?
- What if I need to cancel or change my flight?
- Will I get a refund if I cancel my holiday?
- Do I need travel insurance?
- How do I hire equipment with you?
- How do I book ski lessons with you?
- How do I get a lift pass?
- Can I take my own equipment?
- How can I check what I've booked?
You will receive an invoice approximately 14 days after you have made your booking. The invoice will give you a breakdown of your booking.
Alternatively, you can log onto My Crystal to see the details of your booking.
- When should I expect my tickets?
You will receive your tickets two weeks before the date of your departure.
- What should I check on my tickets?
You should check all the details on your tickets when they arrive. If you find any mistakes, such as incorrect names, dates, airline or resort, please email us on pds@crystalholidays.co.uk or call us on 0871 231 3297 as soon as possible.
- When do I need to pay for my holiday?
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When you book your holiday you will need to make a deposit per person of £130 for European holidays, £179 for North America and Canada and £300 for Chile and Japan. The remaining balance is due 56 days before the start of the holiday. If you book within 56 days of the start of the holiday, the full holiday price will need to be paid at the time of booking.
- What is My Crystal?
Your My Crystal is automatically set up if you have supplied us with an email address. It allows you to view your booking online, add and amend extras and pay your balance.
If you didn't supply us with an email address call us on 0871 231 3297 so we can set your account up for you.
- How do I pay the balance of my holiday?
To pay online using your credit or debit card you can use My Crystal by logging onto my.crystalholidays.co.uk.
Or you can pay over the phone by calling us on 0207 106 0373.
- What if I want to change, add or remove passengers from my booking?
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Changes must be made at least 14 days prior to your scheduled departure. You can call us with the details on 0871 231 3297 or by emailing us on pds@crystalholidays.co.uk.
Unfortunately, we are unable to make changes to your booking within 14 days of departure – with the exception of changing the names of passengers.
Please note that you cannot change your travel date within 56 days of your scheduled departure.
- What if I need to cancel or change my flight?
You can cancel your holiday by emailing us on pds@crystalholidays.co.uk.
- Will I get a refund if I cancel my holiday?
If you cancel, you will be liable to pay the cancellation charges set out in our table in the particular version of our agreement or booking conditions. Cancellation charges depend on the date when your cancellation is received in writing by us.
- Do I need travel insurance?
It is your responsibility to ensure that everyone who is going on your holiday has adequate travel insurance. There is a range of single holiday insurance policies that we have arranged with Mondial Assistance. Please call us on 0871 231 3297 so we can add the insurance to your booking.
- How do I hire equipment with you?
You can hire all the equipment you need before you go.
To book equipment online access your my.crystal account and follow the on-screen instructions. This will provide prices and all available options in your chosen resort.
Alternatively call us on 0871 231 3297 before 30 days prior to your departure and we'll add on the hire equipment for you.
- How do I book ski lessons with you?
Make the most of the slopes by joining our ski or board schools. From first-timers to experts, our pre-bookable tuition has something for everyone.
To book lessons online access your My Crystal account and follow the on-screen instructions. This will provide prices and all available options in your chosen resort.
Alternatively call us on 0871 231 3297 before 30 days prior to your departure and we'll add on the ski lessons for you.
- How do I get a lift pass?
Save time by booking your lift pass before you go for hassle-free access to the lifts and slopes. Either go for a local lift pass or if you want to explore further try an area lift pass.
To book your lift pass online access your My Crystal account and follow the on-screen instructions. This will provide prices and all available options in your chosen resort.
Alternatively call us on 0871 231 3297 before 30 days prior to your departure and we'll add on the lift passes for you.
- Can I take my own equipment?
You can take your own snowboard and skis with you. As these items are classed as oversize they are transported in the luggage hold and incur an additional charge. Ski carriage can be pre-booked from just £30 and must be added to your booking before departure.
To book ski carriage online access your My Crystal account and follow the on-screen instructions. This will provide prices and all available options in your chosen resort.
Alternatively call us on 0871 231 3297 before 30 days prior to your departure and we'll add ski carriage for you.
