Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to book a ticket online, they instantly called me said my credit card transaction didn't go through. They instantly figured out that the airline was the "reason" and said that the tickets I tried to book where no longer available for for another $500 for our two tickets they could book us on the same flight on economy + or something. They told me there were no better priced flights available all month and got really mad when I declined. They were being very pushy and aggressive. I ended up booking my tickets directly through the airline for a lot cheaper than what they were asking for.This business is clearly operating a scam and trying to pressure people in to paying extra for tickets at prices then don't actually sell it at.

  Business Response

  Date: 02/26/2025

  Dear Better Business Bureau,
  
  Greetings from Crystal Travel
  
  The customer attempted to book a flight on the Crystal Travel website, but the transaction was declined. Upon investigation, it was found that the booking was declined due to unavailability of seats.  Upon reattempting the booking, the agent found that the payment was not the issue. Instead, the booking was declined because the selected flight (nonstop, basic economy) no longer had available seats at the basic economy price. The customer was confused as the price was still showing on the website. The agent explained that the website inventory takes time to update, whereas live airline data is updated in real-time.
  
  The agent offered an Economy Flex ticket at a higher price ($1,865 per person) since the basic economy option was no longer available. The customer was not willing to pay the increased fare and decided to look for other options, possibly in a different month.
  
  Regards
  *******
  

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased (3) ********* airline tickets from this Outfit. ********* confirmed the tickets where never purchased. We disputed this charge and they provided an invoice with invalid confirmation and ticket #s. This may appear to fraud as some; i hope they will do the right thing an either provide the tickets we paid for or issue a full refund

  Business Response

  Date: 01/28/2025

  Dear Better Business Bureau,
  
  Greetings from Crystal Travel.
  
  We are writing to provide clarification regarding a complaint involving a booking request initiated by a customer from phone number *****************. The customer requested a booking for ********************** from ************************************************, ************* (***), to *******************************, ******* (***), scheduled for Saturday, July 13, 2024.
  
  Our agent, ******, assisted the customer in completing the booking *************. The total price of $4,787.63 was communicated to and agreed upon by the customer. Additionally, we informed the customer that the tickets were non-refundable and non-transferable, but they could be changed prior to departure as per fare rules. Change requests would incur applicable penalties and fare differences. The tickets were issued and sent to the customer on the same day.
  
  Subsequently, we received a chargeback dispute from the customers bank for the amount of $4,787.63, citing the reason Product not received. We provided all necessary documentation to defend the case and successfully resolved the dispute in our favor.
  
  Later, the customer contacted us again, stating they were a no-show for the flight and requesting a refund. We reiterated that the ticket was non-refundable as per the airlines fare rules. However, to confirm, we contacted the airline and received written confirmation that the customer was indeed a no-show and that a refund was not applicable.
  
  We have attached all relevant documents, including the booking details, fare rules, dispute resolution, and the airlines confirmation, for your reference.
  
  Thank you for your attention to this matter. Please let us know if additional information is required.

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:07/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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