Our Agreement for Package Holidays.
We’re TUI Holidays Ireland Limited, trading as Crystal Ski, Company Number 116977, our Registered Office is One Spencer Dock, North Wall Quay, Dublin 1, Ireland and Our Agreement sets out what we can expect from each other when you buy a holiday from us.
Please Note: Adequate and valid travel insurance is compulsory for all our travellers and it's a condition of accepting your booking that you agree you’ll have obtained adequate and valid travel insurance (including winter sports cover). We recommend you take out travel insurance as soon as your booking is confirmed.
Booking Your Holiday
When you book your holiday, you’re accepting Our Agreement on behalf of everyone travelling with you. We’ll only deal with you, the lead name, and you must be an adult (aged 18 or over) when you book. Anyone aged under 18 on your holiday must be accompanied by an adult.
When we say “you” and “your” we mean you, as the lead name, or you and everyone travelling depending on the context.
Our Agreement includes our Crystal A-Z, the conditions of carriage of the airline, the provisions of international conventions (including the Warsaw, Montreal, Strasbourg and Athens conventions) that apply to travel by air, land, sea or river and your booking confirmation. Please ask for a copy of any conditions applicable. Our Agreement along with the relevant details in the booking confirmation is the entire agreement between us for your holiday.
Your holiday booking will exist as soon as we issue our booking confirmation.
Our Agreement is subject to Irish law and you agree to the exclusive jurisdiction of the Irish Courts If you live in England, Wales, Scotland or Northern Ireland, you can choose to use the laws of your home country instead.
Providing Information
You must ensure all information you give is correct. We’ll use the personal data you give us in line with our Privacy Notice. You must pass on any information we give you to everyone travelling. You must comply with all health, passport, visa and other immigration requirements. Your passport and travel documents must be in good condition – you may be refused travel if they are damaged. Please refer to “Passports”, “Vaccinations” and “Visa, Health, Passport and Travel Documentation” in the Crystal A-Z for further information.
Your personal safety is of paramount importance to us. Please let us know before you book of any condition, medical or otherwise, that might affect your trip so that we can check whether the holiday is suitable for you. If you’re not self-reliant or have reduced mobility (like finding it hard to walk 500 metres) you must tell us before you book and if this changes, tell us at least 48 hours before your holiday. Please refer to “Assisted Travel” in the Crystal A-Z for further information on how to contact us for this purpose.
The Price You Pay
When you book your holiday, you must pay a deposit unless this is within 12 weeks of your holiday when you must pay in full. We’ll tell you the price of your holiday and the deposit before you book. At least 12 weeks before you go you must pay the full balance. If you don’t make a payment as it falls due, we can cancel your holiday and charge you a termination fee (which could be up to 100% of the total price of your holiday – see ‘If You Cancel Your Holiday’ for more information on our fees below).
If your holiday booking includes non-transferable and/or non-refundable travel services, such as special air fares, or any other applicable supplements, you may also be asked to pay for these in full at the time of booking (please note, these travel services may be non-refundable in the event of cancellation). We’ll let you know if you need to pay for these at the time of booking.
When you book your holiday, we’ll send your booking confirmation within 14 days. Mistakes can happen, so if any price on your booking confirmation, our website or our booking system is obviously wrong, a booking made based on that price won’t be valid, we can cancel it and refund you unless you want to pay the correct price.
If, after you book, the holiday price you paid us changes because of movement in the relevant exchange rates, taxes or fees charged by someone else including tourist or landing taxes, port or airport fees or the cost of transport fuel or other power sources we can charge you that increase or refund you a decrease (less our administrative expenses) providing it doesn’t happen within 20 days before the start of your holiday. If we need to do this, we’ll forward an amended invoice to you showing the changes made along with a detailed explanation. Additionally:
- we’ll absorb any increase of 2% or less of your holiday price, so we won’t pass on any increase below that level;
- if any of these costs decrease before your departure date, we’ll pass that saving on to you (less our administrative expenses); and
- If the increase is more than 8% of the holiday price, you may cancel your holiday within 14 days of us telling you about the increase and we’ll refund your holiday price except any amendment fees; and the increase will be considered a major change, see “If We Change Your Holiday” below.
Insurance
You, and everyone included in your booking (including children and infants) need to have adequate and valid travel insurance before you travel. This is a condition of us accepting your booking. Please make sure that your travel insurance policy includes cover for winter sports related risks and contains no exclusions limiting or excluding cover for the activities included, or the altitudes to be attained, in your holiday. Your policy should also provide cover for personal belongings, loss of baggage/equipment/money, pre-existing medical conditions, cancellation fees, medical expenses, repatriation, and assistance costs in the event of accident or illness. We recommend that you take out travel insurance as soon as your booking is confirmed, and your cover must be in place throughout your holiday and until you return home. See also “Health Insurance Cards” in the Crystal A-Z.
Before Your Holiday
If You Change Your Holiday
Sometimes you can make changes to your holiday. The table below shows the amendment fees that we charge, which you’ll need to pay together with any further costs we incur in making the change for you. Where we treat your change as a cancellation, you’ll pay a termination fee instead of an amendment fee. If the new holiday is more expensive, you’ll need to pay these fees and the difference in price.
Airlines or other transport providers can charge a fee for a change and sometimes treat a change as a cancellation. Fees can be up to 100% of the price for that part of your holiday. Some elements of your holiday, such as excursions, flight options, lessons and lift passes may also be non-refundable. You must pay those fees as well as our amendment fees shown in the table below.
Just so you know, some optional extras are unable to be added or changed within 2 days of departure.
When making changes, the price of your new travel arrangements will be based on the price that applies on the day you make the change. Any offers on optional extras e.g. lift passes, will be based on the offer that applied on your original holiday booking date.
If your change means fewer adults travel, and your holiday price is based upon the number of adults, we’ll recalculate the total price and the price per person may go up. If you have received an offer for lift passes and/or equipment hire that is based on a number of adults, we’ll recalculate those costs also and the cost per person may go up. This extra price isn’t a termination fee. You’ll also need to pay the appropriate proportion of the termination fee for the adult who has cancelled. See “If you Cancel Your Holiday”.
You may transfer your holiday to someone else if you give us at least 7 days’ notice in writing or by email and your replacement accepts the transfer and the terms of Our Agreement – insurance can’t be transferred. You’ll be responsible, together with your replacement, for our amendment fees and any costs resulting from the change.
| Change Type Amendment Fees | 84 days or more before departure | 83-71 days before departure | 70-29 days before departure | 28-15 days before departure | 14-0 days before departure |
| Name correction (same person travelling) | No fee | No fee | No fee | No fee | No fee* |
| To change a name, passenger, or passenger type | €25 per person | €25 per person | €25 per person | €25 per person | €25 per person* |
| To upgrade a service, add on a flight extra, upgrade a room type or board basis | No fee | No fee | No fee | No fee | No fee |
| To change accommodation, flight time, airport, and/or duration | No fee | €50 per person | €50 per person | 90% of original cost | 100% of original cost |
| To travel earlier than planned | No fee | €50 per person | €50 per person | €50 per person | €50 per person |
| To travel later than planned | No fee | €50 per person | Cancellation fees apply (see "If You Cancel Your Holiday") | Cancellation fees apply (see "If You Cancel Your Holiday") | Cancellation fees apply (see "If You Cancel Your Holiday") |
| To remove extras/ski packs from your booking e.g. lift passes, equipment hire and/or lessons or downgrade a service e.g. board basis, room upgrade or a flight extra | No fee | €25 per change | €25 per change | €25 per change | €25 per change* |
*Note: 100% cancellation fees apply if you make this type of change after your booked departure date.
If You Cancel Your Holiday
To cancel your holiday you must tell us as soon as possible. If you booked using a travel agency, that agency must tell us. When your holiday has been cancelled, you’ll receive a cancellation invoice.
You must pay a termination fee which covers our administration costs and compensates us for the risk that we do not resell your holiday. The fee is based upon how long before your holiday you tell us you want to cancel and is a percentage of the total price of your holiday (not including your insurance premium).
| Cancellation Fees | |
| How long before your holiday you cancel | Percentage of Your Holiday Price* |
| 70 days or more | Loss of deposit |
| 69 - 63 days | 30% |
| 62 - 49 days | 50% |
| 48 - 29 days | 70% |
| 28 - 15 days | 90% |
| 14 - 0 days | 100% |
*Please Note certain travel arrangements may have higher cancellation fees than those shown in the table above, for example, where there are non-refundable scheduled flights and/or additional extras included in your booking. In certain cases, a cancellation fee of up to 100% will apply to those specific services. In these circumstances, the applicable cancellation percentage in the table above will be applied to the cost of all other arrangements included in your booking and the non-refundable fees will be added to calculate the total cancellation fee.
If you’re cancelling because of an event beyond our control happening at your destination that will significantly impact the performance of your holiday or your flight to get there, you’ll not have to pay a termination fee and your deposit will be refunded. See “Events Beyond Our Control”.
If We Cancel Your Holiday
If we cancel your holiday, except where you haven’t paid or you have been disruptive, you can have a refund or accept a replacement holiday from us of a similar standard and price if we can offer you one. We’ll also pay the compensation shown below (unless we have cancelled because of one of the reasons listed in “Events Beyond Our Control” or where you haven’t paid or you have been disruptive) and we’ll refund the difference if the replacement holiday is of a lower price.
If We Change Your Holiday
We aim to give you what we promise but, as we plan our holidays a long time in advance, sometimes things can change. We can make a change any time but we’ll let you know before your holiday if there’s time.
Flight times given are for guidance only – your actual times will be shown on your e-ticket. Check that carefully when you receive it. Aircraft type and carrier can change and some facilities such as entertainment or advertised seat pitch may not be available. If we can’t provide a seat option, we’ll refund the price you paid for that option.
Occasionally, we may have to make a major change to your holiday such as a change of destination, a change of accommodation to a lower category, a change in flight time by more than 12 hours or a change of Irish departure airport. A change in flight time that we need to make within 24 hours before you’re due to fly isn’t a major change unless the time changes by more than 24 hours.
We’re also not responsible for snow conditions at your destination(s) and insufficient snow will not be considered to be a major/significant change to your holiday.
If we tell you about a major change after you book your holiday, you can accept the new arrangements offered by us; or accept a replacement holiday from us of the same or similar standard and price at the date of the change (we’ll always refund the difference in price if the replacement holiday is of a lower price at the date of the change) if we’re able to offer you one; or cancel your holiday with us and received a full refund.
If we make a major change, and you choose to cancel your holiday and receive a full refund, we’ll pay the compensation shown below, unless the change is because of an event beyond our control. Any compensation payable is based upon how many days before your holiday departure we tell you about a major change. We’ll pay 50% of the compensation for each person who paid a child price. No compensation will be paid for free child places.
| How long before your holiday we tell you about a major change/cancellation made by us | Compensation per person |
| 84 days or more | €0 |
| 83 - 29 days | €30 |
| 28 - 15 days | €40 |
| 14 - 8 days | €50 |
| 7 - 0 days | €100 |
Events Beyond Our Control
When we refer to events beyond our control in Our Agreement, we mean situations out of our control which we cannot avoid, even if all reasonable measures have been taken. Examples of events beyond our control are: war, threat of war, riots, civil disturbances, terrorist activity (threatened or actual) or its consequences, industrial disputes, any failure to secure relevant flying rights, natural or nuclear disasters, fire, flood, health risks (including pandemics and epidemics), unavoidable and unforeseeable technical problems with transport, closed or congested airports or ports, actual or potential severe weather conditions, lack of or shortage of snow at your destination, the imposition of sanctions or other Governmental action and any other similar events.
On Your Holiday
Behaviour
Only you can use your accommodation. You must not let anyone else stay there. You’re responsible for any damage to your accommodation or its contents during your holiday.
We can refuse to accept you as a customer and/or on your holiday and/or continue dealing with you if we, or someone in authority, believe your behaviour (by any form of communication or in person) is disruptive. The Captain of your aircraft or your train driver/conductor can restrict your movements on board or remove you.
If you’re disruptive and stopped from boarding your flight from Ireland, or disruptive during your flight, we’ll treat your booking as being cancelled by you at that moment. If you’re disruptive on your holiday we can remove you from your accommodation and you’ll be responsible for your own return home and for any other members of your group who can’t or won’t travel without you. You’ll not be entitled to a refund in either case and we’ll not provide compensation or meet any costs or expenses.
If you’re disruptive you’ll be responsible for any damages, costs and expenses (including legal expenses) incurred as a result. This can include cleaning, repairing or replacing property lost, damaged or destroyed by you, compensating any passenger, crew, staff or agent affected by your actions and diverting the aircraft or ship for the purpose of removing you.
Disruptive behaviour includes being threatening or abusive, damaging property, upsetting, annoying or disturbing any other traveller, our staff or agents or putting any of them in danger.
Excursions
We may introduce you to suppliers of excursions or other services. If you buy one of these, you’ll be contracting with the supplier directly, we act only as agent and have no liability for the performance of that contract. Our Agreement doesn’t apply to any contract for excursions or other services.
If Things Go Wrong on Your Holiday
You benefit from the rights applying to packages under the Package Holiday and Travel Trade Act 1995 (as amended by European Union (Package Travel and Linked Travel Arrangements) Regulations 2019). We’re responsible for all the travel services included in your holiday. If any of them isn’t provided as we agreed, we’ll pay you compensation, if appropriate, unless it’s due to an event beyond our control (See “Events Beyond Our Control”), is your fault or is caused by a third party.
If you’re in difficulty on your holiday we’ll help by providing information on health services, local authorities and consular assistance. We’ll help you make phone calls, send emails or find alternative travel arrangements. You must pay any costs we incur if the difficulty is your fault.
If You Have A Complaint
It’s very rare for things to go wrong. If they do, you must tell the supplier in question (e.g. the hotel) and our representative straight away so they can solve the issue. If our representative isn’t available, you can contact our 24/7 contact number. If you’re still not satisfied you should fill in this form within 28 days of coming home so we can investigate properly. See “Contact us” in the Crystal A-Z.
Personal Injury
Your holiday is made up from services provided by suppliers who follow local standards. Overseas safety standards are generally lower than in Ireland.
If anyone travelling suffers injury, illness or death because of the services provided as part of your holiday, you must tell us and the supplier involved about it and complete a report at the time. After your holiday you can contact After-Travel Customer Support. It must be no more than 3 months after you come home so we can investigate properly. See “Contact us” in the Crystal A-Z.
Protecting Your Money
In accordance with The Package Holidays and Travel Trade Act 1995 (as amended by the European Union (Package Travel and Linked Travel Arrangements) Regulation 2019), passengers booking with TUI Holidays Ireland Limited are fully protected for the initial deposit and subsequently the balance of all monies received by us, including repatriation costs and arrangements, arising from cancellation or curtailment of your travel arrangements due to the insolvency of TUI Holidays Ireland Limited.
TUI Holidays Ireland Limited has taken out an insurance provided by International Passenger Protection (Malta) Ltd with Liberty Mutual Insurance Europe SE (LMIE) trading as Liberty Specialty Markets, a member of the Liberty Mutual Insurance Group. Registered office: 5-7 rue Léon Laval, L-3372 Leudelange, Grand Duchy of Luxembourg. Registered Number B232280 (Registre de Commerce et des Sociétés). LMIE is a European public limited liability company and is supervised by the Commissariat aux Assurances and licensed by the Luxembourg Minister of Finance as an insurance and reinsurance company.
LMIE is regulated by the Central Bank of Ireland for conduct of business rules.
This insurance is only valid for passengers who book with TUI Holidays Ireland Limited. This insurance does not cover the insolvency of agents, however, bookings through agents with TUI Holidays Ireland Limited are covered in the event of the insolvency of TUI Holidays Ireland Limited.
In the event of our insolvency please make contact as soon as practically possible giving full details of what has happened quoting the name of your Travel Operator:
IPP Claims at Sedgwick
Telephone: +31 (0)10 312 06 66
Email: ippclaims@nl.sedgwick.com
Post: IPP Claims at Sedgwick, Postbus 23212, 3001 KE Rotterdam, the Netherlands
or online at http://www.ipplondon.co.uk/claims.asp