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 some transfers to your resort may not be accompanied by a Crystal rep and may include transferring onto a smaller vehicle to take you into the resort and your accommodation. 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).
2-centre holidays are possible upon payment of the relevant supplement and the 2-cntre transfer will then be included in your holiday. It may be via airports to coincide with our normal transfer programme which will inevitably take longer than a direct journey.
Border controls: 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.
Carriage of skis/snowboards 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, at a cost of £15 per pair of skis/snowboard carried (max 6kgs per £15 charge made).
If you wish to have skis or snowboards added to your booking, these must be registered at the time of booking and if they should fail to arrive on your flight, the charge will be refunded and skis forwarded to you in resort free of charge. If you do not pre-book your skis, there is no guarantee that they will be carried, but if accepted, a £30 charge will be levied at the check-in desk by appointed Crystal rpresentatives. 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.
Carriage of bikes by air
With a growing number of bikers 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. If you wish to take your own bike, please contact our rservations team at least 2 weeks prior to departure. They will inform you of any additional fee due and how the bikes should be packed.
Flight delays
(i) In the event of a flight delay over 3 hours, we will endeavour in conjunction with the charter airline, to provide light refreshments and, over 6 hours, a main meal, though this will depend on local circumstances. 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, see “Our Obligations” 3 (iii) (c). Please note we may not always be aware of delays on some scheduled or internal flights in which cases 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 telephone the relevant Area Office to inform us of your amended travel details.
(ii) Airlines do not offer compensation for inconvenience or loss of holiday time caused by flight delays. Similarly, it is not possible to obtain refunds for any unused accommodation or facilities in the event of an extended delay.
Air carrier liability
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 £80,000) 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 £13,000).
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 £3,300).
Baggage delays: 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 £800).
Destruction, loss or damage to baggage: The air carrier is liable for destruction, loss or damage to baggage up to 1000 SDRs (approximately £800) 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 for baggage: 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.
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