HomeCovid FAQS

COVID-19 FAQs

The information here covers off frequently asked questions relating to COVID-19, both before you travel and while you’re away, so you can still make the most of your time in the mountains.

Before you travel

What happens if I have COVID-19 so cannot travel and my insurance doesn’t cover this?


If you have symptoms or have been diagnosed with COVID-19 when you’re due to travel, and if your travel insurance doesn’t provide this cover, you can amend your holiday free of charge. You’ll need to submit a medical certificate, or confirmation that you have been advised to self-isolate, so we can amend your booking. If the price of your amended holiday is higher, you’ll need to pay the difference. If it’s lower, you’ll be refunded the difference.

I’ve been advised to self-isolate for 14 days and I’m due to go on holiday in that time.


If you’ve been advised to self-isolate and you’re due to go on holiday during that 14-day period, you’ll be able to amend your holiday free of charge. You’ll need to submit a medical certificate, or confirmation that you have been advised to self-isolate, so we can amend your booking. If the price of your amended holiday is higher, you’ll need to pay the difference. If it’s lower, you’ll be refunded the difference.

Alternatively, if you wish to cancel your holiday, you’ll need to do this through your travel insurance provider as our normal booking terms & conditions apply.

Read more

I’ve got symptoms/been diagnosed with COVID-19 and I’m due to go on holiday.


If you have symptoms or have been diagnosed with COVID-19 and you’re due to go on holiday, you can amend your holiday free of charge. You’ll need to submit a medical certificate, or confirmation that you have been advised to self-isolate, so we can amend your booking. If you change to an accommodation or destination that’s more expensive, you’ll need to pay the difference in price. If you change to an accommodation or destination that’s cheaper, we’ll refund you the difference.

Alternatively, if you wish to cancel your holiday, you’ll need to do this through your travel insurance provider.

Read more

My area is in a local lockdown and my holiday departure date is within the lockdown period so I can’t travel. What happens to my holiday booking?


We’re really sorry to hear this. If your holiday is due to depart within the dates your area is in lockdown, you can amend your booking to any other holiday on sale, free of amendment fees. If the alternative holiday is cheaper, you’ll be refunded the difference. If it’s more expensive, you’ll need to pay the difference.

Our normal terms & conditions apply for cancellations. If you wish to cancel your holiday, we advise you speak to your insurance company.

Read more

Should I pay my balance?


We appreciate that you may be feeling apprehensive about paying your balance. Unfortunately, if you don’t continue with payments your holiday will be cancelled.

To give you peace of mind, we’d like to reassure you that all of our package holidays are ATOL protected and are protected under the ABTA bonding scheme, so you can pay your balance with confidence. And, should your holiday be cancelled at a later date, you’ll receive a full refund.

Read more

How will my refund be given (cash or credit note), and what if I don’t want a credit note?


If your holiday has to be cancelled all refunds will be made as a cash refund back to the card(s) or method, you have paid with.

What happens if FCDO travel advice changes to 'all but essential travel'?


We’ll be following FCDO advice. If, when you are due to travel, there are restrictions in your destination that mean there is a major change to the holiday you booked, we’ll offer you an alternative destination similar to your booked holiday, or you can choose your own resort and accommodation, however you’ll be required to pay any additional costs, or you can cancel your holiday free of charge and receive a refund.

What happens if the UK introduces a quarantine period for arrivals from my holiday destination?


We’ll be following FCDO advice and won’t be taking our customers to destinations where they’ll need to self-isolate or quarantine on arrival in the destination or on their return home.

What happens if my destination introduces a quarantine period?


We’ll be following FCDO advice and won’t be taking our customers to destinations where they’ll need to self-isolate or quarantine on arrival in the destination or on their return home.

I’ve heard that to enter Austria I need to provide a medical certificate no older than 4 days old. What happens if this is still in place for the ski season?


Entry to Austria without the need for a COVID-19 test or quarantine is now possible from the UK. The previous requirement for a COVID-19 test or quarantine was removed on 27 July 2020.

I want to go on holiday. Should I be worried that Crystal will go bust due to Coronavirus?


Crystal is experienced with handling all external challenges, including Coronavirus. We’re totally confident that we will continue operating successfully. We’re part of the TUI AG Group of companies, one of the world’s leading travel groups. All of our package holidays include flights, transfers and accommodation, and are ABTA and ATOL protected too.

How do I know if the holiday I book will be going ahead?


We’ll be following Foreign, Commonwealth & Development Office (FCDO) advice, monitoring the situation closely and will do everything we can to get you to your destination. We won’t be taking our customers to destinations where they’ll need to self-isolate or quarantine on arrival in the destination or on their return home. If there are FCDO travel restrictions or quarantine requirements remain in place, we’ll be in touch around two weeks before your departure date to offer a range of flexible options – including amending for free to a different destination or departure date, or cancelling your holiday free of charge for a full cash refund.

For the latest travel advice, see https://www.gov.uk/foreign-travel-advice

Read more

My holiday/flight is still going ahead; however, I no longer wish to travel. Can I amend free of charge?


If you no longer wish to travel and your holiday is still going ahead then you can amend your holiday for free up to 28 days before your departure date, whatever destination you’ve booked, if you’re flying with TUI Airways. If you’re flying with another airline, there may be a charge to amend your booking. This includes changing your destination, date or moving your holiday to next season.

I feel unsure about travelling. Can I move my holiday to next year?


You can amend your holiday for free up to 28 days before your departure date, whatever destination you’ve booked, if you’re flying with TUI Airways. If you’re flying with another airline, there may be a charge to amend your booking. This includes changing your destination, date or moving your holiday to next season.

On your holiday

Who pays any costs incurred if I contract COVID-19 symptoms whilst on holiday with you?


You’ll need to contact your travel insurance provider so they can advise you.

What happens if I become unwell or develop COVID-19 symptoms whilst on holiday with you?


Should you start to feel unwell, you should stay in your room, seek medical assistance if required and report any illness/symptoms to the accommodation’s manager straight away.

If you do contract COVID-19, you’ll be asked to follow the specific procedures in place in your accommodation and destination. These may vary from accommodation to accommodation. Our resort team will be there to support you and you’ll have our 24/7 contact number.

Read more

What precautions are being taken in resort to maintain safety?


The safety and wellbeing of our customers is our highest priority. As the majority of ski resorts operate in winter only, there’s not much we can confirm at this point. We’ll proactively contact you ahead of your departure date with the current local information.

We’d like to reassure you that, working in partnership with our accommodation providers and ski suppliers, we’re focusing on keeping our customers safe and implementing local health and safety regulations.

Read more

Will there be restrictions in place in my destination? How will they impact my holiday?


The safety and wellbeing of our customers is our highest priority. As the majority of ski resorts operate in winter only, there’s not much we can confirm at this point. We’ll be in touch with you closer to your departure date, with accurate local information.

We’d like to reassure you that, working in partnership with our accommodation providers and ski suppliers, we’re focusing on keeping our customers safe and implementing local health and safety regulations so you can have an enjoyable holiday.

If, when you are due to travel, there are local restrictions in your destination that mean there is a major change to the holiday you booked then we’ll proactively contact you to offer you an alternative destination similar to your booked holiday, or you can choose your own resort and accommodation, however you’ll be required to pay any additional costs, or you can cancel your holiday free of charge and receive a full refund.

Read more