Crystal Ski apologises for long call wait times and offers solution

Crystal Ski Holidays
By Lisa James
Home » Crystal Ski apologises for long call wait times and offers solution

Crystal Ski has apologised to agents who have been left hanging on the phone trying to get information or amend bookings.

Agents have complained of spending most of their day waiting for someone to answer the phone, with some saying they’ve been cut off after several hours.

One agent posted on the Travel Gossip Facebook group to say she’d spent over five hours a day for three days in a row this week, trying to get through – unsuccessfully. Another spent her annual leave hanging on the phone, while another was left waiting ‘endlessly’. Others said they would no longer sell the operator.

Crystal Ski told Travel Gossip it is getting in touch with agents to tell them they no longer need to contact the call centre to amend customer bookings and will explain how they can process changes themselves.

A spokeswoman for Crystal Ski said: “Frequent changes in entry requirements for many of our ski destinations means we’re experiencing exceptionally high call volumes and we’d like to apologise for the lengthy delays that both customers and agents are experiencing trying to contact us. 

“We understand this is frustrating and want to reassure them we’re doing everything we can to improve the situation. 

“At this time, we’d ask only those customers departing before the end of February, or those we’ve asked you to contact us by a specific date to get in touch. We’d like to thank both customers and agents for their understanding as we work through this extremely busy period.”

The spokeswoman added that agents and customers can find updated information here.

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