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Transport information

Important travel information including visa and passport information, flight information, air carrier liability and car hire conditions for your ski holiday booking.

Important travel information

Holiday and flight supplements

The basic holiday price shown on each page below the hotels is based on departures with no Holiday supplement, which means there is no Flight supplement and no 'Base Price supplement'. Departures that do not attract a Flight supplement are shown as £0 or NIL supplements in the Flight supplement tables. If you choose to fly from a different airport, or on certain days, a Flight supplement may apply, as shown on the Holiday supplement and Flight Information page and will be included in the Holiday supplement on your booking. Flights not listed in our published information, but which become available, may also attract charges, worked out in the same way. Please note that some holidays are only available with flights with extra charges, either because the accommodation is available only on certain days of flying, or because onwards travel arrangements are only available at certain times.

A Base Price supplement will be included in the Holiday supplement according to demand. This 'supplement' can be a discount, if the holiday demand is lower than expected or it can be a supplement if the holiday demand is higher than expected. We reserve the right to increase or decrease the Base Price supplement and therefore the Holiday supplement, according to demand.

Airport/resort transfers

Approximate timings: In order to keep prices low and still offer you as many UK departure airports as possible, we often need to combine transfers to and from the resorts for passengers from several arriving and departing flights. This means you may incur additional waiting time on arrival at the airport and on your return, though we will do our best to keep waiting times to a minimum. Transfer times listed on resort pages, which apply to the actual journey time after leaving the airport/station, are approximate and can vary due to poor weather, traffic conditions or transfer routes. Please note that there won't be a rep on the transfer to your resort. Your journey may also include transferring onto a smaller vehicle to take you into the resort and your accommodation.

Please note that transfers which involve crossing national borders may be subject to delays as a result of immigration control and customs. Therefore, approximate timings as advertised may sometimes be longer than anticipated. We recommend the customers contact the Embassy of the destination country for any visa requirements prior to travel.

Due to customer demand we are offering express direct transfers on certain routes and trains in Switzerland (this is why these flights carry a larger supplement).

At Crystal, we are proud of our record of shorter waiting times at our overseas airports, with transfer coaches over last few winters leaving within an average 30 minutes of the first passengers boarding.

Due to traffic and parking restrictions in some resorts, a short walk may be required to reach your accommodation. Where possible we will endeavour to assist you with this to minimise any inconvenience however this may not always be possible.

Border controls

Airlines are now required to provide passenger details to government authorities in advance of travel for the purpose of border control. This includes information contained within your passport. If you are travelling on a scheduled carrier please contact your airline directly to supply this information. Failure to provide this information may result in you being unable to travel.

Flight delays

We'll keep you informed and in the unlikely event of a flight delay, we will endeavour to provide refreshments and or meals as per EU regulations (copies will be available at the airline counter) where it is reasonable to do so, unless it is likely to cause a further delay to your flight. In the event of extended delays, we will try to make arrangements for overnight accommodation for you, though this is not guaranteed, and again depends on local circumstances. You should be able to reclaim the costs against your insurance policy. Please note we may not always be aware of delays on some scheduled or internal flights - in which case, if applicable, welfare arrangements will be made by the airlines. If you are travelling in the USA or Canada utilising connecting flights and experience a delay, please phone free from any USA or Canadian payphone 1888 877 6445 (or alternatively call +1 970 547 0788 from any phone) to inform us of your amended travel details.

Times and routes

All land and air travel arrangements, airlines and aircraft types, timings, routings and arrival airports are provisional until confirmed with your tickets and may change after this due to circumstances beyond our control. We reserve the right to substitute airlines/aircraft and make any necessary alteration to your travel arrangements, including method of carriage, in a force majeure situation to enable us to fulfil our obligation to transport you to/from the resort or your UK departure airport.


There is a ticketless system with Eurotunnel. We will include in your final documentation the 8 digit booking reference number. Please quote this at the automated check-in lanes (by typing in the number) or to the Eurotunnel staff at the manned check-in lanes.


Flying when pregnant? Check out the policy for TUI flights. For all other airlines, please check with the airline directly.

Operation decisions

These may be taken by carriers and/or airports, port authorities and other competent authorities, resulting in delays, diversions or re-scheduling. When such situations occur, this is not within our control and we do not accept liability for them.

Personal property

From the point of arrival to transfer vehicle and from transfer vehicle to accommodation, and return, remains your responsibility to ensure that your luggage and personal property is loaded/off-loaded from the transfer vehicle. Please note that porterage is not included, unless indicated otherwise.

Name change on tickets

On a charter flight, name corrections such as changing to a married name or a spelling mistake will be free of charge. Name changes due to a different person travelling or changing the passenger type is chargeable at a cost of £25 per ticket.

On non-charter flights, name corrections and changes will be at cost as advised by the airline. Please note that some airlines treat these as full cancellation of the flight.

Visas and passports

Please have a look at our ‘Visa, Health, Passport, Travel Documentation’ section on our Holiday Agreements page for more information.

Flight information


An infant is defined as a child who is under the age of 2 years on the day of return travel. Children 2 years and above must have their own seat booked and paid for on the aircraft. Infants under 2 years as defined above can either sit on an adult's lap with the appropriate seat belt or alternatively you can book a seat at the child price or the airfare price, if this is lower than the administration charges below.

Area Administration charge
Europe £45
USA & Canada £179

If you do book a seat you must use a purpose-designed car safety seat as long as it has a proper restraining harness and can be fixed facing forward on the seat in the plane (you are required to bring your own car seat, in good condition and provide the instruction leaflet for the cabin crew). We recommend you call the airline direct to check for any restrictions and further advice.

Baggage allowance

Remains specified by charter airlines and must be strictly complied to avoid excess baggage charges or luggage being off-loaded from the aircraft, as we will not accept claims in the respect.

Flying with TUI: The current EU limit for the maximum weight for one item of luggage is 25kg. Those who have pre-paid for an allowance exceeding 25kg must check-in another bag. Baggage allowance can be pooled over the party e.g. 60kg between 3 passengers. Infants under 2 years will have their own allowance of 10kg.

Carriage of skis/snowboards and boots by air

With a growing number of skiers and snowboarders taking their own equipment on holiday, charter airlines are finding it increasingly difficult to cope with the extra weight and handling of these items. This has increased the risk of luggage being off-loaded from aircraft. In common with all other major winter sports operators, we have therefore introduced a system to improve the reliability of ski/snowboard carriage as a paid for service. Ski carriage can be purchased per set of skis or snowboard and not per bag, with a maximum weight limit of 15kg. If you're planning to take two sets of skis or two snowboards in one bag, you must purchase two ski carriage extras, however the total weight must not exceed 23kg.

If you wish to have skis or snowboards added to your booking, these must be added at the time of booking. For any reason, should your carriage fail to arrive on your flight, the charge will be refunded and skis forwarded to you in resort free of charge. We will also arrange hire for you until your skis arrive. For each pair of skis/board that you have paid carriage for and that does not arrive, you will receive hire for 1 set of skis and/or snowboard. If you do not pre-book your skis/board carriage, there is no guarantee that they will be carried, but if accepted, a minimum £50 charge will be levied at the check-in desk by an appointed rep. This charge does not apply to scheduled airlines, unless operating as a charter, where ski equipment may be included in the total baggage allowance and additional charges may be levied if this is exceeded. Please note ski/snowboard boots contribute to the overall luggage allowance and must be checked in as hold luggage.

Seats with extra space

You may be able to reserve seats with extra space for your journey. Some of these seats are located close to Emergency Exit doors, and some are situated behind a 'bulkhead' or dividing wall, where there's extra space from not having a seat in front of you. For safety reasons, Emergency Exit seats are only available to passengers who are able bodied and of suitable size. You must have no medical conditions and, in the opinion of the cabin crew or check-in staff, have the strength and full mobility to open the Emergency Exit door. It is a Civil Aviation Authority requirement that only customers aged 14 years and over occupy these seats. Extension seatbelts cannot be provided on Emergency Exit rows. Only a limited number of seats with additional space are available

Pre-book your seats with TUI flights

Seats together: guarantee that your party sits together on both the outbound and homeward TUI flights. Exact seat numbers will be given at check in. Prices are just £15 per adult and £7.50 per child.

Seat only

For those who have their own accommodation, return flight seats are available at extremely competitive prices starting from just £99. Some transfers can also be pre-booked.

Air carrier liability for passengers and their baggage

This information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention.

Compensation in the case of death or injury

There are no financial limits to the liability for passenger injury or death. For damages up to 100000 SDRs* (approximately £105,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.

Advance payments

If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16000 SDRs (approximately £17,000).

Passenger delays

In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4150 SDRs (approximately £4,400).



In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1000 SDRs (approximately £1,050).

Destruction, loss or damage to baggage

The air carrier is liable for destruction, loss or damage to baggage up to 1000 SDRs (approximately £1,050) In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.

Higher limits

A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.

Complaints on baggage

If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.

Liability of contracting and actual carriers

If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.

Time limit for action

Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.

Basis for the information

The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No 2027/97 (as amended by Regulation (EC)No 889/2002) and national legislation of the Member States. *SDR (Special Drawing Rights) is a unit of account created by the International Monetary Fund in 1969, based on a basket of the world's leading currencies, principally US Dollars, Euros, Japanese Yen and Sterling.

Air carriers

In accordance with EU regulation 2111/2005 please note that there is a 'community list' which contains details of air carriers that are subject to an operating ban within the EU community. This list can be seen at

We have listed below the code and full name of the carriers to be used or likely to be used in our ski programme:

  • AC – Air Canada
  • AY – Finair
  • BA – BA Cityflyer
  • BA – British Airways
  • D8 & DY – Norwegian
  • EZY – Easyjet
  • FPO – ASL Airlines France
  • IG – Meridiana
  • JP – Adria Airways
  • LS – Jet2
  • LX – Swiss International
  • MT – Thomas Cook Airlines
  • TOM – TUI
  • UA – United Airlines

Car hire

Car hire is available on request. Please call on 020 8610 3123 and talk to one of our advisors if you would like to add this feature to your booking.