Tui Our Agreement With You

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If you have a complaint about your holiday while on holiday, you should immediately inform our service staff and the corresponding service provider and contact us in the UK if further action is required from us. If you are not satisfied with their measurements, please contact our team after travel to TUI Ski, DST House, St Marks Hill, Surbiton, KT6 4BH or email us at aftertravel@crystalholidays.co.uk within 35 days of your return from vacation. We will confirm your written notification within 7 days and send a full response within 28 days. We can also offer you an ABTA dispute resolution system approved by chartered trading standards Institute. If we can`t resolve your complaint, go www.abta.com to use ABTA`s simple procedure. For more information on abTA`s code and dispute resolution assistance, see www.abta.com. You can also ec.europa.eu/consumers/odr/ on the European Commission`s Online Dispute Resolution Platform (ODR). This ODR platform is a way to register your complaint with us; It is not possible to determine how your complaint will be resolved. If you prefer, you can file your complaint in the regional court or any other appropriate jurisdiction. Complaint information may be shared with other tour operators. In accordance with Article 11 of regulation (EC) No. 2111/2005, you should be informed of the identity of the airlines in flight in connection with your flight.

If the identity of the flying airline is not yet known at the time of booking, the name of the airline that will likely be an operational airline on the flight concerned will be indicated. The list of airlines that qualify is in section 14.3. Once the identity of the export airline is known, the airline will inform you. If a change to the export airline occurs after the booking, the airline takes all necessary measures to inform the passenger of the change as soon as possible. In all cases, passengers must be informed at check-in. Please check with the airline about the limits of the amount of baggage and the maximum unit weight allowed. If you have an illness, serious illness, recent illness or recent accident, you must inform us and your airline, and you may need to be discharged by the airline for travel where you must obtain a flight fitness certificate from a family doctor. If you wish to cancel your booking or part of it, you or your travel agency should let us know. Once we have received your cancellation notice, you should expect to receive a cancellation bill within 14 days. If you do not do so, please contact us in writing. In order to cover the processing costs of your cancellation and to compensate us for the risk that we will not be able to resell your travel arrangements, we will charge a cancellation fee on the schedule below. This fee represents a percentage of the total cost of your booking.

The person who made the booking is responsible for paying this tax. The amount of the tax depends on when we receive your notification – the more you communicate, the less we will charge. We strongly recommend that you take out insurance that includes coverage against irremediable cancellation fees. All of the indicative prices we have indicated are correct on the published date, but we reserve the right to change these prices from time to time. Prices include estimated fuel costs at the time of publication. Prices on our website are regularly updated. In the unlikely case of administrative error leading to an erroneous price, we reserve the right to correct it. Offers can only be combined if they are not expressly specified and can be withdrawn at any time.

All offers are provisional until confirmed in writing on your booking confirmation and invoice. Before making a reservation, we insert you the current price of your selected holiday, a

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