CRYSTAL SKI HOLIDAYS - NEVER AGAIN !

I have just returned from one of the worst holidays of my life! Basically a skiing holiday in Alpe D'Huez, turned into a nightmare when first my 10 year old daughter and then I, fell ill.

Therefore, instead of skiing, we both spent the entire week in our hotel room, the only trips being to the local doctors surgery ! To be clear, I have no reason to believe our illness had anything to do with Crystal, the hotel or the resort. However, the manner in which our difficult situation was handled was deplorable.

It started with a refusal to take my sick daughter, when we were unable to secure a cab, just 500 metres in a company vehicle, to the local doctors surgery. This apparently contravenes company policy. I was then told to put her on a bus !

Subsequently, when I asked about the potential to seek refunds on our unused ski hire, one rep told me that similar refunds had been provided in the past, the other telling me that no refunds could be provided and I would need to go through my insurer ?

However, it was my request for a private taxi to Chambery Airport, needed as we were both still feeling unwell at the end of the holiday, that was nothing short of shambolic. Over a period of 48 hours, the booking went from arranged to not guaranteed to confirmed, the suggested price quoted more than doubled and I was initially informed that I would need to pay in cash for what was supposed to be a company booking?

However when I complained about this cash requirement, within half an hour, I was told I could pay by credit card?

I found the rep to be ill informed, keen to blame others and occasionally rude. She certainly gave insufficient consideration to the difficult situation in which we found ourselves.

Following the notification that Crystal could not guarantee the taxi transfer, I immediately arranged a taxi transfer through my travel insurers. Needless to say this was promptly confirmed, without delay or any requirement for up front cash payments.

Upon my return to the UK, I wrote a polite e-mail to Crystal Customer Services, requesting the company consider, in these unfortunate circumstances, providing a refund for the unused ski hire, lessons and passes or preferably a discount on another Crystal Ski Holiday booking, to make up for my daughters ruined first ski experience. I was only hoping for a 10%, or possibly a 15% gesture of goodwill.

The response was short and to the point, "As a Tour Operator we do not offer compensation / refunds in the event of illness or injury". Nice touch !!!

Needless to say, I will not be placing my custom with Crystal Ski Holidays again in the future !