ComplaintsforCrystal Travel LLC

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a flight to ***** ** through Crystal Travel September 2023 (which was only a few months ago) through ****** search for cheap flights. When I booked with them, I did not know anything prior and like many travelers was looking for a good price. I also bought their flight protection just in case which was an extra $62. Once booking with them, I was immediately brought to an error page and did not even know if my transaction went through or not. I was then sent an email 5 minutes later stating to call the company. *** never experienced that ever to be told to call the company directly. I did call them b/c I wanted to make sure they got my booking and the lady on the phone said not to worry and I should get a confirmation soon. I did but the whole thing was sketchy to me so I went onto ****** to look at the reviews and saw how many people had problems and how many people reported them as a scam. I called them right back and made up and excuse to cancel my flight and was met with being hung up on and then transferred to a belligerent man named ***************. After fighting with him since I was in my right to cancel (it was within an hour of booking and I bought the flight protection) he finally agreed to cancel my flight and told me that my refund would take up to a month. I didnt argue because I knew I was calling my bank as soon as I hung up the phone. I have disputed a claim with my bank twice to get my money back to no avail. I just want even partial of my money back and I want these people to be called out for what they are- Scammers! No one should have to go through this over a flight. They have also bait and switched on several other people and recently too. Their reviews are drowned out with bots. I am seeking your help at this point to start an investigation into this company and to find a way to recoup what *** lost. I also had to rebook with the airline itself due to this insanity so now Im in the hole with what I spent with Crystal Travel.

  Business response

  01/02/2024

  Dear Better Business Bureau, 
  
  Greetings from Crystal Travel 
  
  We appreciate you allowing us time to address the comments and concerns brought to our attention. We do endeavor to provide the best standards of service to our customers and any exceptions are dealt with high priority. As per the records, Ms. ****** requested the booking from the website on Sep 13, 2023. And the she called the same day for cancellation. Our customer service agent had notified her that refund protection is non-refundable once purchased and the ticket was confirmed. The passenger accepted this information and agreed to the refund amount of $413.96.
  
  After placing the call on hold and sending an email to our customer for further acknowledgment, agent did not receive any response. Agent tried calling the customer several times on her registered phone number and left voicemail messages, but unfortunately there was no response.
  
  After that we sent an updated ticket on Oct 12, 2023 due to minor schedule change in the flight, we received an email from customer stating that the ticket had already been cancelled. Booking was never cancelled as we never received the cancellation confirmation from customer.

  Sincerely,

  **********************

   

  Customer response

  01/03/2024

  
  Complaint: 20999688
  
  I am rejecting this response because:
  
  The original representative that I spoke to named *************** was extremely rude and screamed at me on the phone when I attempted to cancel my flight within an hour of booking the tickets. I was within policy to cancel because the policy stated within 24 hours and I did it within an hour. After *************** finally decided I could get refunded after I had to point out that I bought the flight protection from them, he stated ON THE ***** that he was canceling my tickets and the refund would take up to a month to get back. He NEVER stated that I had to sign anything or call anyone back. No one emailed me or called me either. This company is a SCAM as I said before. I want my money back for tickets that were 100% never used and I will not lose almost $500 worth of my own money. I gave VERBAL permission over the phone during my conversation with *************** after he berated me. They have one of the most awful business models and practices I have ever witnessed.  
  
  Regards,
  
  *********************

  Business response

  01/07/2024

  Dear Better Business Bureau,
  
  I hope this email finds you well. 
  
  As per our company's process, we are unable to cancel a booking without the approval of the customer. Despite our efforts to reach out to the customer, we have not received any response. We have sent multiple reminders and voicemails in an attempt to obtain the necessary approval, but unfortunately, we have not received any response. We take our customer service responsibilities seriously and are committed to resolving this matter in a fair and timely manner. 
  
  We appreciate your understanding and assistance in this situation.

  Customer response

  01/09/2024

  
  Complaint: 20999688
  
  I am rejecting this response because:
  
  They have not reached out multiple times. They are flip flopping what they said to me over the phone. They are in the wrong and they know that. I am not the only person they have done this to and everyone has stated that they have to fight to get their money back due to the loophole they created to get around having to give customers their money back. Most of us cannot afford a legal suit and they know that as well so they sit back knowing they cant get sued or taken to court. The fact that I have to accept losing $476 because of their actions is ridiculous. I hope that they are shut down or least karma gets to you.
  Regards,
  
  *********************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 20th, 2023, I unintentionally bought round trip airline tickets to ****** for $1075.62 through Crystal Travel. My booking reference number is: CTUO575927 PNR: 3ESCGK Airline reference: U6QKM My intention was to buy the tickets directly through ******* airlines but I accidentally clicked on this option and much to my regret, I ended up purchasing the tickets from them. Anyway, my flight was scheduled for Sunday May 14th, 2023. My relative was going through a terrible medical emergency late at night May 11th, 2023 leading up to May 12th, 2023. I had not slept the whole night dealing with this and my family and I were all terrified, anxious, and stressed because we didnt know what would happen because of the medical emergency. I knew I couldnt get on this flight. I called Crystal Travel and they were extremely insensitive to the medical emergency and kept firmly repeating that they will only help me if I have documentation proving the medical emergency. I kept telling them that I did. Then, they said that they will only help me if I pay them $200 and send in writing that I understand that I will never get a refund. This is blackmail. I didnt agree to do this and I ended the conversation respectfully and hung up. I knew I wasnt going to take the flight and even when I tried to cancel, I was being blackmailed so I then started the dispute process with **************** to show them Crystal Travels dishonest and unethical business practices. They keep telling **************** that their policy also includes Please note, the airlines will not provide any exception whatsoever in case of No-Show when the reason I couldnt take the flight was because of a medical emergency and they were blackmailing me to put in writing that I will never get a refund so they claimed I never tried to cancel it. When in actuality, I tried canceling/rebooking with them with a heavy heart because of a medical emergency, they blackmailed and extorted me so I was not able to.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased on June 24 with Crystal Travel. I also purchased insurance with my ticket. I was planning on traveling to *****. However, my placement has changed. I have been trying to cancel and rebook at a later date. They said the ticket was in changeable. I understand I will incur rebooking fees. I have never had an agency not allow a flight to be changed.

  Business response

  08/03/2023

  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Crystal Travel regarding an issue from our customer. We appreciate the ********************** allowing us time to address the comments and concerns brought to our attention. Crystal Travel is disheartened the customer felt their concerns were not resolved adequately and apologies for the inconvenience caused.
  
  We are responding to the consumer complaint from ***************************** (BBB Complaint number #********) regarding a flight Refund. but we require some additional information to locate the booking in our system. Could you please provide us with either booking number or the registered email address associated with the booking? 
  
  Once we have this information, we will be able to promptly address any queries or concerns. 
  
  Thank you for your cooperation. We look forward to hearing from you soon.

  Regards,

  ***************************************

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom this may concern on the morning of December 23 I was to fly from ******* to ********* via Spirit. I had purchased my ticket here for $155.50 one way I got to the airport $36 only to be told your flight has been cancelled and you might want to return home or your hotel and try again to rebook after the 26th so here we got this Crystal Travel and Spirit no refund first hotel via Expedia $172.55 then the hotel $265.65 2nd hotel $80.65 26th again cancelled third hotel 12/28 $135.78 and finally after more taxis and transportation I spend over $200 then finally ended up buying bubound ticket for $ ****** plus $189 in ********* also going to file with the **************************** because not only dd an original 3 day trip emed up turning into a 9 night nightmare I was abused in every way imaginable plus one night the 27th I am was told I should be able to fly out and I waited all day and night again only to be told no. I was out of options no car rentals available no hotels at 2 AM I want both Spirit and Crystal to reimburse me for all the extra I ended up paying because of their lack of service

  Business response

  01/22/2023

  Dear Better Business Bureau,

  
  Thank you for taking the time to contact Crystal Travel regarding an issue from our customer. We appreciate the ********************** allowing ** time to address the comments and concerns brought to our attention.Crystal Travel is disheartened the customer felt their concerns were not resolved adequately and apologies for the inconvenience caused.

  We are working on customer's complaint and investigating the booking further and will get back to you at the earliest possible within 5 to 7 business days.

  We appreciate your patience in this matter.

   

  Regards,

  ***** Write

  Customer response

  01/22/2023

  
  Complaint: 18668207
  
  I am rejecting this response because: that is what you call a response

  Not satisfied I need a solution 
  
  
  
  Regards,
  
  ***************************

  Business response

  03/09/2023

  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Crystal Travel regarding an issue from our customer. We appreciate the ********************** allowing ** time to address the comments and concerns brought to our attention. Crystal Travel is disheartened the customer felt their concerns were not resolved adequately and apologies for the inconvenience caused.
  
  We are responding to the consumer complaint from ********************** (BBB Complaint number # ********) regarding a flight booking. ********************** contacted us on Dec 23, 2022 about last minute schedule change on the booking and as per the conversation one of our agents informed him airline did not notify the agency about the same as it last minute change by the airline. Agent advised him we will check for full refund from the airline and will get back to him. Later, we tried calling customer several times but were unable to reach him.
  
  Our records indicate that on Feb 02, 2023 we have processed full refund to ********************** for the total amount $155.60 to the original form of payment (Card ending XXXX4965. Please be aware that any compensation customer is looking for will be dealt by the airline directly as being a third-party intermediary cannot decide any compensation on the booking as flight was cancelled by the airline.
  
  While we regret *********************** experience was not as we would have hoped and we understand that it must be inconvenient for him,looking at the complete situation we have processed the full refund from our end and that it the best we could do to resolve this for him.
  
  Kindly, consider this email as closure of this complaint.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention and apologies for the inconvenience caused.
  
  Regards,
  ***** Write
  Subject Matter Expert
  Customer Experience Team

  Customer response

  03/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  09/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is against Crystal Travel, whose services I came across after completing an airline flight search on ****** Flights. After selecting the itinerary I wanted in my ****** Flights search, I was given several choices of companies to use for my booking. The prices ranged by about $100. I selected the lowest offered price, which was Crystal Travel. Once I was sent to their website, the process was fairly standard to book my plane tickets. But upon completing the transaction, rather than being given a confirmation/ticket number, I received a message that my order was in "payment verification". I was advised that I would be contacted "shortly". About three hours passed, and I decided to call the company to see if my flight had been confirmed and ticketed. I spoke with a representative who said my order was already being processed by another agent, and that that agent would call me within 10 minutes. About 3 more hours passed without a call from that agent. So I called again, and told the *** that I still haven't received confirmation of my tickets. She told me the same thing--my order was being handled by another agent, and he would call me within 5 minutes. I said that I needed to have confirmation on the spot, or I would need to cancel my order. She placed me on hold, and within a few minutes another agent came on the line. He told me that he could confirm my order and get my tickets, but that the price I had agreed to pay was not available. It would be considerably more expensive now. I asked him to cancel my order, which he said he would. After hanging up, I received an email which said my card had been declined for the transaction, which was not accurate. I had cancelled the order. I then did a search and the lower price was no longer available for my requested itinerary. It seems their tactic is to show prices in ****** Flights which they can not honor, and then hope to talk the customer into a higher price when talking on the phone. Deceptive at best.

  Business response

  11/06/2022

  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Crystal Travel regarding an issue from our customer. We appreciate the ********************** allowing ** time to address the comments and concerns brought to our attention.Crystal Travel is disheartened the customer felt their concerns were not resolved adequately and apologies for the inconvenience caused.
  
  We are responding to the consumer complaint from ************************* (BBB Complaint number #********) regarding a flight booking number CTUO293479.

  ************ tried to confirm the booking the return flight booking on our website from ******* to ****** on Sept 18, 2022. As per the process as soon as customer books on the website a confirmation email is generated which is directly sent to the registered email address informing booking is under payment verification as there is a dedicated team who works to verify the payment. Furthermore, once payment gets authorized by the bank ticket are automatically issued and sent to the passengers email.
  
  Upon investigation, We have found payment was under verification and meanwhile the fare customer had booked was sold out and seats got unconfirmed as fares are not guaranteed until the tickets are not issued.************ contacted us to confirm the booking status and we had informed him the same fare is not available anymore and customer did not agree to pay the new fare given by the airline.

  Please be informed that being a third party intermediary to book travel needs we need to abide by the airline policies and cannot honor the same fare if they haven been sold our or expired by the airline.
  
  While we regret Mr. ***** experience was not as we would have hoped and we understand that it must be inconvenient for him, However our hands are tied we are unable to offer the same fare and rest assured customers card was not charged from the booking.  
  
  We thank you for allowing us the opportunity to address the issues brought to our attention and apologies for the inconvenience caused.
  
  Regards,
  ***** Write
  Subject Matter Expert
  Customer Experience Team

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 15th, 2022 four airline tickets were purchased in the amount of ********. The terms of conditions stated the tickets would be received within 24 hours. After 72 hours no ticket was received. After contacting the phone number listed on ****** "**************" it was out of service. Afterward, it was reported to **************** this is a fraudulent charge. Crystal Travels provided fictitious paperwork stating that tickets have been produced. After confirmation from the airline, these tickets did not exist. According to crystal Travel once my dispute has been left they would issue a refund in 48 hours. No refund was issued. The airline stated that the tickets are fake. After attempts to contact crystal Travel to resolve this issue directly they did not assist but rather created excuses involving their computer system and manipulated me with a callback. I would like my full refund back from this business.

  Business response

  05/29/2022

  Dear Better Business Bureau,

  
  Thank you for taking the time to contact Crystal Travel regarding an issue from our customer. We appreciate the ********************** allowing ** time to address the comments and concerns brought to our attention.Crystal Travel is disheartened the customer felt their concerns were not resolved adequately and apologies for the inconvenience caused.

  We are responding to the consumer complaint from Mr. ***** Tomcini (BBB Complaint number # ********) regarding a flight booking. This is definitely not the kind of service that we intend to provide our valuable customers. We do endeavor to provide the best standards of service to our customers and any exceptions are dealt with high priority. As a result of this complaint, we have carried out a formal inquiry to discover and examine the fact of this case and we will get back to your at the earliest possible within 3 to 5 working days.

   

  We thank you for allowing us the opportunity to address the issues brought to our attention and apologies for the inconvenient caused.

   

  Regards,

  *****

  Customer Experience Team

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,This is regarding an existing BBB complaint number # ******** against Crystal Travel LLC, **********. The matter is NOT resolved yet.I have the confirmation from ***** airlines that the refund was issued (back in August) and I've shared the refund issue confirmation number from ***** airlines with Crystal Travel. Yet, they continue to tell the excuse that they haven't received the refund yet. It's mid November and I still haven't received my refund. And now they aren't even responding to my emails anymore.Appealing to BBB as to what would be my next step to fight against those crooks in business. Why should those kind of businesses be out of business so less people like me get cheated on their hard earned money.

  Business response

  11/21/2021

  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Crystal Travel regarding an issue from our customer. We appreciate the ********************** allowing us time to address the comments and concerns brought to our attention. Crystal Travel is disheartened the customer felt their concerns were not resolved adequately and apologies for the inconvenience caused.
  
  We are responding to the consumer complaint (BBB Complaint number #********) regarding a refund on flight booking. We would like to inform you that we are doing continuous follow *** in regards to pending refund from Delta airline however, the refund still does not reflect in our account.
  
  Hence, we would request you to allow us some more time and we will get back to the customer at the earliest possible within 10 to 15 working days.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention and apologies for the inconvenient caused.
  
  Should you have further queries, please reply on the same email or call us back on below number and our team will assist you accordingly.
  
  Regards,
  
  ***** Write 

• Initial Complaint

  09/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked 4 tickets through crystaltravel.us (CONFIRMATION: H63CAK) for traveling in March 2020 through ***** airlines for $1,905, but due to COVID we were not able to travel. Initially, we were offered e-credit to be used towards the next travel,we requested to use for another international flight but they gave us unusually high price for the tickets and I was told to pay $2800 as differential cost for those tickets. I asked for refund and they told me that the tickets were non-refundable, I called the ***** airlines and explained the situation. ***** told us that since this was COVID related travelling restriction they ****************** I submitted the refund request to *****, they approved the refund and I've confirmation on that. I sent those confirmation email from delta airline to crystal travel but they continued to tell me that they haven't received the refund from delta yet and they have been doing this for the last 4 months. I'm beyond frustrated at this point.

  Business response

  09/29/2021

  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Crystal Travel regarding an issue from our customer. We appreciate the ********************** allowing us time to address the comments and concerns brought to our attention. Crystal Travel is disheartened the customer felt their concerns were not resolved adequately and apologies for the inconvenience caused.
  
  We are responding to the consumer complaint from Mr. ********************* (BBB Complaint number # ********) regarding a refund on flight booking. ************** contacted us on Mar 12th, 2020 and requested to cancel the ***** Airlines flight booking for four passengers. The customer was advised about future ********************** credit upon cancellation with terms and conditions attached as per the airline advisory and policy. Hence, booking was cancelled as per request and consent via email.
  
  Furthermore, ************** contacted us on July 21, 2021 to make new flight booking against future credit wherein the new travel dates had fare and tax difference which customer was not ready to pay and requested refund. However,we have requested refund on the booking as per Mr. ****** email and waiting for the airline to respond on the same.
  
  Please be informed that it takes maximum 8 to 2 weeks to complete the process of refund to the original form of payment and as soon as airline processes the refund and it reflects in our account an auto refund will be generated to process the payment to customers card.
  
  While we regret Mr. ****** experience was not as we would have hoped and we understand that it must be inconvenient for him, we would request you to allow us some time as we are doing continuous follow *** with airline regarding refund and will get back to you at the earliest within 7 to 10 working days.
  
  Should you have further queries, please reply on the same email or call us back on below number and our team will assist you accordingly.
  
  Regards,
  
  ***** Write 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩