Unable to obtain Crystal Cancellation/No Show letter

NormGA

Hi
Does any body know how to obtain a NoShow/Cancellation letter from Crystal Ski Holidays as my insurance require it for to make a refund.
My single jabbed 14 year old son tested positive the day before we were due to travel to Bulgaria for a Xmas ski break. 
I tried to contact Crystal that day but due to their call centre operating times was unable. I have since contacted Crystal 6 times over the last month, after waiting in queues for as long as 3 1/2 hours. They promise me they will send the letter so I can claim on my insurance but it never comes. 
I have emailed AfterHolidays@crystal.co.uk as one of the call centre operatives suggested but again nothing.
The call centre is in Egypt as far away from the snow as you an get and they appear to say anything to appease and get you off the phone.
I would really appreciate some help as the customer service from TUI/Crystal is shambolic.
Waiting in anticipation.

Westin

NormGA said:

Hi
Does any body know how to obtain a NoShow/Cancellation letter from Crystal Ski Holidays as my insurance require it for to make a refund.
My single jabbed 14 year old son tested positive the day before we were due to travel to Bulgaria for a Xmas ski break. 
I tried to contact Crystal that day but due to their call centre operating times was unable. I have since contacted Crystal 6 times over the last month, after waiting in queues for as long as 3 1/2 hours. They promise me they will send the letter so I can claim on my insurance but it never comes. 
I have emailed AfterHolidays@crystal.co.uk as one of the call centre operatives suggested but again nothing.
The call centre is in Egypt as far away from the snow as you an get and they appear to say anything to appease and get you off the phone.
I would really appreciate some help as the customer service from TUI/Crystal is shambolic.
Waiting in anticipation.

What makes you think this?

Looks like you have made the request. It might however just be a case of some patience to get the booking amended and a cancellation invoice for one of the party.  They might not be acting as quickly as you ideal wish but are they really ‘shambolic’?  I expect they have been busy dealing with the on-off-on entry to France which must have impacted so many of their customers.