Frequently Asked Questions

Yes, Crystal Travel is a fully legitimate and trusted UK-based travel agency with over 38 years of experience in the industry. We are ATOL protected (licence number 3517), IATA accredited, members of ABTA, and part of the well-established Moresand Group of Companies. Our head office is located at 12 Stephen Mews, London W1T 1AH, United Kingdom.

To find the best deals on CrystalTravel.co.uk, use our smart search filters to compare prices across 150+ airlines. Flex your travel dates, consider flying mid-week, and explore nearby airports for lower fares. Plus, we regularly offer exclusive promo codes for UK travellers—unlocking additional savings when you book online or speak to our agents.

We accept all major credit and debit cards (Visa, Mastercard, American Express), bank transfers, and secure online payment methods. All transactions are processed through encrypted, PCI-compliant payment gateways for maximum security.

For standard online flight bookings, e-tickets are issued instantly and sent to your email—usually within 4 hours (remember to check your spam folder). For complex or agent-assisted bookings, your tickets are typically confirmed and emailed within 24 hours of payment confirmation.

Yes, but ensure all passenger details exactly match their passport/ID. The person traveling must present valid identification at check-in. Name changes after booking are usually not permitted by airlines, so double-check all spellings before confirming.

Yes! Crystal Travel specialises in both leisure and corporate travel solutions. Our dedicated business travel team offers tailored corporate rates, group travel management, and account support for companies of all sizes—helping you save time and money while staying focused on business goals.

Cancellation policies depend on the fare rules associated with your ticket. Low-cost airline tickets are usually non-refundable and must be cancelled directly with the airline. For standard airline bookings made through Crystal Travel, cancellations may be handled by our support team, subject to airline terms and any applicable fees. We recommend reviewing the fare conditions before confirming your booking or contacting us with your reference number for guidance.

Refund processing typically takes 7-14 business days from approval. ATOL-protected refunds may be faster. Bank processing can add 3-5 business days. We'll provide regular updates on your refund status and notify you once processed.

If airlines cancel flights, you're entitled to a full refund or rebooking at no extra cost. We'll assist with rebooking on alternative flights or processing refunds. For EU flights, you may also be entitled to compensation under EU261 regulations.

Changes are subject to airline policies and availability. Most changes incur fees from both the airline and us. Contact us immediately with your booking reference to discuss options. Some fare types don't permit changes, while flexible fares offer more options.

Yes, Crystal Travel holds ATOL licence number 3517, issued by the UK Civil Aviation Authority (CAA). This means that all our flight-inclusive holidays and Flight-Plus bookings are financially protected. If Crystal Travel were to cease trading, the CAA would ensure you're not stranded abroad and that you receive a full refund of any advance payments.

For international travel, you'll need a valid passport with at least six months' validity from your return date. Depending on your destination, visas or other documents—such as proof of accommodation, return flights, or vaccination certificates—may be required. Crystal Travel recommends checking the latest government travel advice and referring to our destination guides for specific entry requirements.

Crystal Travel recommends arriving at least 2 hours before domestic flights and 3 hours before international departures. Be sure to check your airline's latest guidelines and factor in extra time during peak seasons or if enhanced security screening is expected. Being early helps ensure a smooth journey.

Baggage allowances vary by airline and fare type. Most include hand luggage (size/weight limits apply). Checked baggage may cost extra, especially on budget airlines. Review your booking confirmation for specific allowances and purchase additional baggage in advance for better rates.

Seat selection depends on your airline and fare type. Some airlines include free seat selection, others charge fees. Many offer free selection 24 hours before departure during online check-in. Premium seats typically cost extra regardless of fare type.

Yes, we offer comprehensive travel insurance covering medical emergencies, trip cancellation, baggage loss, and more. Insurance is highly recommended for international travel and is often required for certain destinations. Add insurance during booking or contact us separately.

We can arrange special assistance including wheelchair access, dietary requirements, and medical equipment transport. Contact us at booking or at least 48 hours before travel. Airlines provide these services free but require advance notice to ensure availability.

Phone: 02030237773 or 0207 612 0500
Email: enquiry@crystaltravel.co.uk
Address: 10-11 Percy Street, Fitzrovia, London W1T 1DN
Business hours: Monday-Friday 9 AM - 6 PM, Saturday 10 AM - 4 PM

Phone queries are answered immediately during business hours. Email responses typically come within 24 hours. Urgent booking issues are prioritized. For emergencies while traveling, contact your airline directly or use emergency contact numbers in your booking confirmation.

Contact us immediately with your booking reference. Minor spelling errors can sometimes be corrected free of charge if caught early. Major changes (dates, destinations, names) may require ticket reissue with associated fees. Time is critical for corrections.

We can only directly assist with bookings made through CrystalTravel.co.uk. For bookings made through other platforms, contact the original booking agent. However, we're happy to provide general travel advice and assistance where possible.

Email your concerns to enquiry@crystaltravel.co.uk with your booking reference and detailed explanation. We aim to resolve complaints within 7 working days. Unresolved issues can be escalated to ABTA, ATOL, or relevant industry bodies.

Our standard support operates during UK business hours. For travel emergencies outside these hours, contact your airline directly, your travel insurance provider, or use emergency contacts in your booking documentation. We provide comprehensive pre-travel support and guidance.