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Shocking Crystal Ski, Customer Service
mg101
Posts: 1 Newbie
I would appreciate advice on a complicated complaint about Crystal ski (aka Tui).
On the return trip from Andorra we were traveling the 3hrs to Toulouse airport and encountered a landslide that closed the road, in the past this road closure would mean being redirected to Barcelona (3hr journey) and some delays as new flights were arranged, however on this occasion our busses were required by the rep manager at Toulouse and he insisted that we continue to France via Spain (7hrs journey), the rep manager was fully aware that the round trip would put us well beyond our flight departure time.
Before we got to Toulouse airport, we were taken to a hotel and informed that we would have to stay the night as there were no available flights back to the UK. We were then told that as he could not find any UK flights from anywhere to the UK, so he had arranged a bus. The next morning we were loaded on to a French school bus with a free 500ml bottle of water and sent on our way with two non English speaking drivers and no Crystal rep heading from Toulouse to Bristol airport.
The resulting 21 hour bus ride was a stressful catalogue of events put our family at great risk and a couple of times were moments from serious accidents.
I accept that the initial landslip was not Crystal’s fault but a reasonable alternative and delay (like being diverted through Barcelona) would have been acceptable, however the 3hr transfer and 1.5hr flight that ended up being a 44hr ordeal (including 7hr and 21hr bus journeys), was clearly due to a lack of management and bad decisions by the rep manager without any thought to the ordeal and danger that he was to put Crystal customers in.
Crystal did apparently pay for the hotel but, nothing for food, drink or any other expenses at all
Details of this journey, its events receipts and evidence were sent to Crystal and Tui three weeks ago, with no response or acceptance of the events.
As Crystal and Tui appear not to be interested where do I go next.
On the return trip from Andorra we were traveling the 3hrs to Toulouse airport and encountered a landslide that closed the road, in the past this road closure would mean being redirected to Barcelona (3hr journey) and some delays as new flights were arranged, however on this occasion our busses were required by the rep manager at Toulouse and he insisted that we continue to France via Spain (7hrs journey), the rep manager was fully aware that the round trip would put us well beyond our flight departure time.
Before we got to Toulouse airport, we were taken to a hotel and informed that we would have to stay the night as there were no available flights back to the UK. We were then told that as he could not find any UK flights from anywhere to the UK, so he had arranged a bus. The next morning we were loaded on to a French school bus with a free 500ml bottle of water and sent on our way with two non English speaking drivers and no Crystal rep heading from Toulouse to Bristol airport.
The resulting 21 hour bus ride was a stressful catalogue of events put our family at great risk and a couple of times were moments from serious accidents.
I accept that the initial landslip was not Crystal’s fault but a reasonable alternative and delay (like being diverted through Barcelona) would have been acceptable, however the 3hr transfer and 1.5hr flight that ended up being a 44hr ordeal (including 7hr and 21hr bus journeys), was clearly due to a lack of management and bad decisions by the rep manager without any thought to the ordeal and danger that he was to put Crystal customers in.
Crystal did apparently pay for the hotel but, nothing for food, drink or any other expenses at all
Details of this journey, its events receipts and evidence were sent to Crystal and Tui three weeks ago, with no response or acceptance of the events.
As Crystal and Tui appear not to be interested where do I go next.
0
Comments
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The Crystal Ski website has ATOL, IATA and ABTA logos on it, so complaining to one or all of them could be something to explore.0
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