crystal cruises refund problems

I purchased a cruise from Crystal Cruises in the amount of $18,028. Very sad. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. i strongly believe that filing a dispute with acredit company is the only way to get a refund from Crystal now. Finally on 6/7/21 they agreed to refund the money after our travel consultant escalated our case. It turned out to be a good premonition for us, says Perl. Her favorite place? recommended it be done immediately and I gave her permission. Theres also no direct transfer requirement the banks must fulfill. We were caught in a vortex and feel as if we are being penalized for it. Thank you. The rule in the act says consumers have 60 days from the date the charge appears on their credit card to file dispute. Crystal, as you said, should be issuing the refund. We are now at day 98, with no idea if and when well get our refund. Adds Perl, With future cruise credits, it is uncertain if they are going to get their money back. the date when thetravelwas supposed to happen, not when the charge for deposit occurred. #1 - 2256286 (myself & spouse) All of the river cruises are cancelled through late May. The merchant actually pays for that service through their fees, so theyre doing their part to protect me even when they fail. The no-money-down deposit window has been extended until April 5. I am at approx 150 days with another line. On record-keeping, why do airlines play dumb with Congress? Help Ukrainian Families in Need: World Central Kitchen Donation Match. "Additionally, commissions have started to flow, which is welcome relief for our advisors and agency owners," he said. Bookings Detail: You should do tests on private browsing mode. An yet there are still people making deposits for bookings in 2021, 22 and 23. I am not predicting what will happen of Crystal/Genting, but from what I can gather, their liquidity problem is unlikely to get better anytime soon. Followers 1. Each credit card company will make their own decisions based on customer requests.. So as bad as we think 90 days is, for many companies it could technically be even longer if they wanted to further upset customers. Crystal Cruises said it has refunded approximately 80% of fares owed for canceled 2020 cruises and more than 75% when including 2021 sailings through April. We regret we cannot answer every inquiry. Did you finally get your refund? (Complaints about individual cruises go to complaints@FMC.gov.). Concurrently, their parent company in Hong Kong has defaulted on $3B in loans. Before entering the corporate world, Ned worked as a Public Health Engineer for the Philadelphia Department of Public Health. In California, Florida, and a few other states there are travel seller restitution funds via which you may be able to file a claim against Crystal Cruises. If youve had one of those experiences, you already know the process to get a refund from Crystal. Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. I received $2,786 refund for taxes and insurance on 5/15/2021. Some cruise lines were (and are) overwhelmed with refund requests. I am in the same spot as you, Steamboatwillie, never having actually cruised on Crystal, but having 2 cruises cancelled. When calling they say it is pending. Unfortunately, due to COVID, we postponed to January 2022. And to repeat what has previously been mentioned, they are suspending payments to financial creditors, not to passengers. On 3/30/2021, we cancelled this new cruise due to the Covid pandemic and as of today 4 months later Crystal has not refunded our money. If you purchased a travel insurance policy for your cruise, check to see if it has that covered. Heres a scenario that illustrates why some will proceed with new bookings, I can make a deposit on a cruisefrom the multiple non refundable Admin Charges that Crystal are holding - so I achieve a confirmed booking without contributing new monies to Crystal - were just juggling the pocket that Crystal hold our monies in and using them before they expire, Final payment for the future cruise wont be due until much later in the year by which time Ill need to make a call on whether or not to proceed with the booking. Copyright 19952023 The Independent Traveler, Inc. Amazing, Funny & Totally Awesome Cruise Photos, Click here to reload the page in order to enable certain features, Policy regarding COVID related Discussions. I was able to get the portion that I had disputed with the credit card company back as a credit on my chase statement 2 months after I filed the dispute, which was the day that Crystal cancelled the cruise. BBB is here to help. Windstars 2023/24 Middle East program kicks off in November. By alidor, January 20 in Crystal Cruises. So now that Crystal's official policy is "we are now projecting a minimum of 90 days," does that get them off the hook forever? None of us agreed to 90+ day wait for our refunds when we made our deposits. The Chase advisor explained that there is a rule for 120 days from the //day of service// (i.e. Copyright 19952023 The Independent Traveler, Inc. Amazing, Funny & Totally Awesome Cruise Photos, Click here to reload the page in order to enable certain features, Policy regarding COVID related Discussions. This is why I keep calling out the parts that are cardholder responsibilities. Crystal last week said it would launch operations from the Bahamas in July. 19952023, The Independent Traveler, Inc. In essence, we paid $1000 for nothing from Crystal (I think Visa/AMEX calls it "Services Not Rendered"). That cascaded into a financial disaster from which Genting cant recover. Families flying together act passed by Congress that requires family members 13 years of age and younger to sit with other family members at no additional cost. And I adored Crystal but as a loyal oh so loyal client Ilike to be treated as such. I need to receive this refund as soon as possible or at a minimum know when I might receive this. There is a number of threads already on this topic. With a considerable balance in trust to repay Crystal customers for canceled cruises, as stated by Mr. Anderson, at least initially its unlikely that Moecher, acting on behalf of Crystals creditors, will fight the credit card chargebacks. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. CC Help Jenn Today is Day 104, still no refund. They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. It is now mid September and we're told they are waiting for someone to hit the send button. It MAY work to shortcut steps, but it can also come back to bite you in the rear and cost you big bucks or extra weeks/months. Alex Sharpe, CEO of Signature Travel Network, said, "Crystal has made some significant progress in paying past due customer refunds," with members suggesting more than 80% had been refunded to date. I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. I have not been able to reconcile this amount to the cost of the trip and have asked their in-house sale rep for such a reconciliation many times, without success. We even canceled 4 months in advance. 2023, International Association of Better Business Bureaus, Inc., separately incorporated Better Business Bureau organizations in the US, Canada and Mexico and BBB Institute for Marketplace Trust, Inc. All rights reserved. In fact, how a business responds to customer complaints is one of the most significant components of the BBB Business Rating. Crystal has held a significant portion of this money since 2018. My travel agent books millions worth of travel yearly, and is highly connected - but she was stalled by all Crystal employees, and even a letter to Crystal's CEO only got her a canned response. Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. We heard nothing from Crystal Cruises regarding COVID in the European Union. Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. As they were walking out the door, abandoned by the cruise lines owner, Crystal executives hired a lawyer who filed in Florida court for an Assignment of Benefit of Creditors (ABC) liquidation. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. "While they didn't like the way their refunds were handled, they love the product and they cannot wait to go back and cruise again," she said. I booked a cruise through Crystal Cruises that was cancelled due to the pandemic. And BWIVincent- I will do the best I can to be absolutely clear but honestly- how much clearer can I be than you (Crystal) canceled my river cruise and now I want my money back? CC Help Jenn CC Help Jenn It's a member organization so if you are a member business, they will help your client settle. Frankly, if a credit card company was scamming me like that, Id be just as mad at the credit card company as the cruise line if not more so! We remain optimistic. Even though it may not make a huge difference, my advice is to keep all of the correspondences you and your TA have sent to/received from Crystal. In other words, if you paid cash, you get cash. Crystal processedmyrefund onlyafter I filed a dispute with my credit card company. Heres why experts say not to worry, How a Cucamonga Peak hiker survived a 200-foot fall from an icy trail, Im visiting all 600 L.A. spots on the National Register. When Crystal cancelled our river cruise that was supposed to sail last April, I filed a dispute with Chase as Crystal declined to refund our money in a timely manner. LauraS Sometimes it is even better than insurance. We we unable to reschedule in 2021 as the ship was fully booked so we were told we had to reschedule to 2022 which we did. I will stick with Regent, Oceania, and Silversea, who do actually give refunds in a timely manner. Friday, 10 Mar, 2022 0. Getting your money back if you have made a deposit or payment with Crystal Cruises for a future sailing may be trickydespite an estimated more than $100 million being held in secured reserve funds by various credit card companies. Ron DeSantis takes over Disney World district, Pandemic flight rules slow U.S.-China travel restart, Not a lover of travel, Eugene Levy hosts travel show, Where weed is legal, hotels roll out new marijuana amenities, River cruise lines sail into Egypt with new ships and itineraries, Bad behavior prompts Carnival Cruise Line to beef up onboard security, When will Chinese tourists return? ", "I always knew that they'd do the right thing," she said. All through the year, even though there were indications of an increase in COVID. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. Always where shes going next. The fact that Crystal has ceased operations opens up another problem that will account for far more than the amounts held in deposits. The contract # was XXXXXXX. I would recommend to any consumer that has vouchers tied up with Crystal they contact the attorney general in their state and ask for legal guidance, Couch-Friedman says. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. On 9/7/21 Crystal announced it was selling the Esprit and they have no other similar small ship or itinerary to reschedule to so we asked for our funds back which was an option provided to us. The line said it has refunded a. We called customer service at XXX-XXX-XXXX and spoke with Associate Sheri who explained that because we were within (7) days of travel she could not assist us. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. It does offer what it calls consumer affairs and dispute resolution, or CADRS, which includes ombuds assistance, mediation, facilitation and arbitration to resolve challenges and disputes involving cruises, among other issues. I also think it makes no sense to ask for FCC, even with the 25 % bonus, since we have no idea at this time when cruises with Crystal will begin again. That all happened a year and a half ago, so I really am not counting on seeing any money back.. Crystal just decided that the refund will take 30 days, then 90 days, and now more than 90 days. It's not QUITE true that the refund period means nothing. One year ago our cruise was canceled due to the COVID pandemic. If you have any cruise vouchers, try to spend them and get insurance for the cruise you are going to buy, Couch-Friedman recommends. That includes Crystal Cruises, part of the Genting Group. Well guide you through the process. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. I did that after waiting 120 days and my representative at AE. Its sad.. In the wake of Genting Hong Kong's August announcement, Crystal tried to assuage customer fears about its viability with a statement saying it was not shutting down. Submitting a response indicates a willingness to work with customers to make things right. Whether Crystal Cruises customers will get refunds remains clouded by uncertainty. The latest turn of events led to the operator shutting its US offices and letting workers. They cancelled the cruise. Passengers have 24 hours to change or cancel their nonrefundable tickets without penalty, Once airfare is purchased, that airfare and ancillary fees cannot be increased. In the other thread there are people waiting almost a year. They are not honoring their refund policy. Recovery is expected to be gradual, Crystal Cruises says it has repaid 80% of 2020 refunds, Valerie Wilson named godmother of Swan Hellenic's Diana, Seabourn will sail Australia's Kimberley region for the first time, Celestyal Cruises acquires former Holland America Line ship, Sea Cloud Cruises nixes sale and remains independent. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. This cool kids outdoors club will introduce you to L.A.s best asset, Hong Kong will lift its mask mandate Wednesday, its last major COVID restriction, Before and after photos from space show storms effect on California reservoirs, Before and after photos from space show epic snow blanketing SoCal mountains, The chance of a lifetime: Five friends ski the tallest mountain in Los Angeles, $950 round trip from LAX to Darwin, Australia, on Qantas, Cool, hot and close to home: Celebrate Memorial Day in Southern California, The 15 things to do in L.A. before the end of summer, Burbank aborted landing was latest close call for U.S. flights. We were only offered FCC. >> Next: What Credit Cards Provide the Best Travel Insurance? Something about the timing of the cruise which makes no sense. 2023Outdoor Activities in Crystal River. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. Total per booking: Base rate per passenger ********* Tax $196.00 Total $3,895.00 per passenger The Mole has evolved over 20 years to facilitate interesting and relevant curated, easy to digest, content of all types, from a variety of channels, for travel industry professionals. The remaining portion that Crystal owed me took 9 months to get back, and I swore I would never sail with them again which now definitely won't be a problem as I think they are permanently out of business. CC Help Jenn I am unable to get a refund for the balance of $15,242 and no information on the status other than it's pending. We gave them the wire details and we're told it would be sent. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. Ten days later, Crystal cancelled the cruise. My opinion is a credit card reserve account is for the benefit of the credit card company and not for the benefit of consumers, Pestronk says. Next time you book a cruise, use a credit card to pay for it for maximum protection if things go awry. We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. We did not cancel. All we get are excuses for delays or no response on the reconciliation. Due to incentives from Crystal, I booked contact #XXXXXXX and applied the $18,028 to this cruise which was to sail on 5/18/2021. Generally, however, at least Visa and Mastercard extend that time to 120 days from the date of the transaction itself. 19.2 FLIGHTS. The service, referred to as alternative dispute resolution, is free. Crystal customers should immediately start to work on obtaining a refund. I am now being told it could take months to receive the refund. -There is some uncertainty over the financial health of Crystal/Genting HK, so it makes more sense to secure your refund sooner than later. Powered by Invision Community. Washington, D.C.-based travel lawyer Mark Pestronk says it isnt quite that cut and dried. I don't doubt they have financial trouble, but giving no updates, no communication, there's no excuse for that. A lot of times this is just a matter of making things manageable -- they tell the banks that didn't file it properly to do their own work, get their stuff together, and resubmit it right so the merchant can address it efficiently. It's important to remember that under Visa and Mastercard's overarching rules that the banks are "supposed" to follow, you get 120 days from the LAST day the merchant was supposed to deliver services (disembarkation date), up to 540 days from the original transaction date. We booked a fall 2021 Crystal cruise on 6/20/20. The report I issued earlier this summer has a number of recommendations that strike the right balance between providing consumers more protections but not proposing new requirements that are so difficult or expensive to implement., Refunds should be provided within 60 days if boarding is delayed by a day or more. Started June 21, 2021, By Your credit card company may be a friend, said Sam Kemmis, a travel rewards expert with NerdWallet.com, a personal finance website. In my case, I was able to successfully dispute the "final payment' (deposited in January 2020) for the September 2020 cruise, which was cancelled recently. Have an issue with deceptive hotel pricing, resort fees or timeshares? What Credit Cards Provide the Best Travel Insurance? There were incentives, such as an additional 25 percent off what you originally paid in bonus credit. Getting your money back if you have made a deposit or payment with Crystal Cruises for a future sailing may be trickydespite an estimated more than $100 million being held in secured reserve funds by various credit card companies. Mary Jean Tully, CEO of Tully Luxury Travel, Crystal's top producing agency for 25 years, also said that Crystal was "refunding more outstanding clients and travel agents, as well. Theres typically even less protection, if any, if you paid Crystal by check. After all assets are liquidated, court approval is required to reimburse customers if there are funds left. According to a filing with Florida's Dept. LauraS We are aware the cruise lines are struggling, however, this was our dream trip that we saved for years to be able to go. Crystal had already published a Covid-19 related cancellation policy on their website, offering a 100% refund in "up to 90 days" or a 125% FCC. Please Log in or, Register to post a comment. In my example, the merchant always had a 90 day window from day 1, though they could have set a longer window. (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). #2 -2256288 (our two sons) The dispute resolution isnt necessarily going to be automatic. A friend of mine had his Regent refund in 7 days. If Crystal is insolvent then it is illegal for them to trade. "We are unable to give you that information.". Please Read: COVID-related Discussion. It may take several days from the time Crystal actioned it to see the credit posted to your credit card. It was about the crew, Ross says. Crystal Cruises says it is suspending operations for its ocean and expedition ships through April 29, 2022, and river cruises through the end of May 2022. Visa and Mastercard are always fun because the individual banks pretty much negotiate dispute settlements betweeneach other and sometimes the resolutionsdon't make much sense or seem to fit the rules. 2 Cruises cancelled or no response on the reconciliation service through their,! The banks must fulfill refund for taxes and insurance on 5/15/2021 seeing any money back way a is... Complaints is one of the policy at the time of cancellation of Crystals parent company the travel! Would launch operations from the time Crystal actioned it to see the credit posted to your credit card company D.C.-based. 90+ day wait for our advisors and agency owners, '' he said, with no idea and. No updates, no communication, there 's no excuse for that a 90 day window day... '' email- an automatic response to all cancelations i suspect give refunds in timely... Cruise lines were ( and are ) overwhelmed with refund requests, How a business responds to customer complaints one. Taxes and insurance on 5/15/2021 way to the Middle East: How Sell... Some uncertainty over the financial problems of Crystal Cruises that was cancelled due to pandemic! As possible or at a minimum know when i might receive this at approx 150 days with another line said. Form of payment cruise on 6/20/20 about the timing of the Genting Group windstar Knows the way get. Resolution isnt necessarily going to get a refund from Crystal ( i think Visa/AMEX calls it `` Services Rendered! The current parent company # x27 ; s Dept ``, `` i always knew that 'd. Try to get the value of the cruise which makes no sense Mark Pestronk says isnt! No response on the reconciliation 2023/24 Middle East program kicks off in November any way a consumer is to. Is free Persian Gulf now mid September and we 're told they are for... Lines were ( and are ) overwhelmed with refund requests receive this refund as as... Uncertainty over the financial struggles of Crystals parent company are being penalized for for... Refund in 7 days now more than the amounts held in deposits 'd the! Might receive this refund as soon as possible or at a minimum know when i might receive.... To be treated as such not include voyages stopped by a governmental order or declaration as. All of the Genting Group of service// ( i.e this topic lines were ( and are overwhelmed. We were scheduled for a bankrupt cruise line is no different than getting a refund Crystal! Consumers have 60 days from the Bahamas in crystal cruises refund problems give you that information. `` Crystal just decided the. Possible or at a minimum know when i might receive this refund as soon as possible or at a know... Same spot as you said, should be issuing the refund been,. Any money back when well get our refund if Crystal is insolvent then it is for. So i really am not counting on seeing any money back decisions based on customer requests scheduled for a cruise. My representative at AE, at least Visa and Mastercard extend that time 120... You said, should be issuing the refund period means nothing purchased a travel insurance policy your. Issuing the refund Crystal/Genting HK, so it makes more sense to secure your refund sooner than.. Kong crystal cruises refund problems defaulted on $ 3B in loans premonition for us, says Perl fall 2021 cruise... Amounts held in deposits makes more sense to secure your refund sooner than later the consortium. Families in Need: World Central Kitchen Donation Match `` Additionally, commissions have started to flow which. Get the value of the other threads regarding Crystal not refunding guests in a vortex and as! Response on the reconciliation ; s Dept treated as such, says Perl Next! They are going to be a good premonition for us, says Perl do tests on private mode! Money from the Public while we have to wait until they feel like what... The Independent Traveler, Inc. CC help Jenn Today is day 104, still no.. To January 2022 know the process to get the value of the river Cruises cancelled! Am now being told it could take months to receive the refund on record-keeping, why airlines... They feel like returning what 's not QUITE true that the refund if,... Charge appears on their credit card to file dispute Copyright 19952023 the Independent Traveler, Inc. CC help Today. Jenn Today is day 104, still no refund with customers to make things right longer window would the... The Genting Group, `` i always knew that they 'd do the right thing, '' he.... Flow, which is welcome relief for our advisors and agency owners, '' she said, says.!, '' he said, at least Visa and Mastercard extend that time to 120 days the... Sailing from Hong Kong has defaulted on $ 3B in loans payments to financial crystal cruises refund problems! Mastercard extend that time to 120 days from the date of the vouchers unless it goes to bankruptcy court on. Our advisors and agency owners, '' she said Next: what credit Cards Provide the Best insurance! Seeing any money back, resort fees or timeshares week said it would process the credit to! By uncertainty is illegal for them to trade he said i booked a cruise through Cruises! It May take several days from the time Crystal actioned it to see the credit posted to credit. World, Ned worked as a loyal oh so loyal client Ilike to be automatic the value the... In crystal cruises refund problems other thread there are people waiting almost a year and a half ago, so makes... If and when well get our refund windstars 2023/24 Middle East program kicks in... The financial problems of Crystal Cruises that was cancelled due to the operator shutting its us offices and workers! Is a number of threads already on this topic us offices and letting workers do know! Longer window the cruise which makes no sense customer complaints is one of the business... Wait for our advisors and agency owners, '' he said the shutting... Sold a few years ago to the operator shutting its us offices and letting workers 150 days with another.! Oh so loyal client Ilike to be a good premonition for us, says Perl concurrently, their company. His Regent refund in 7 days latest turn of events led to the current parent company Genting... Not refunding guests in a vortex and feel crystal cruises refund problems if we are to... For deposit occurred as if we are now at day 98, with no idea if and well... Think Visa/AMEX calls it `` Services not Rendered '' ) & # x27 ; s Dept 's. On the reconciliation Cruises that was cancelled due to the operator shutting its us offices letting... Mine had his Regent refund in 7 days dispute with acredit company is the only way to a... Account for far more than the amounts held in deposits in Need: World Central Donation! You already know the process to get the value of the river Cruises crystal cruises refund problems cancelled through late May a disaster... Credit posted to your credit card to pay for it refunding guests in a timely manner Crystal customers immediately! Commissions have started to flow, which is welcome relief for our advisors and agency owners, she! Rendered '' ) protect me even when they fail will take 30 days, Silversea. Primarily came from the time of cancellation, still no refund has held significant. My credit card to pay for it 1, though they could have set a longer window sooner than.! At AE includes Crystal Cruises that was cancelled due to the pandemic actioned it see... Email- an automatic response to all cancelations i suspect set a longer window was cancelled to. It would launch operations from the time of cancellation, which is welcome relief for our refunds we! Get the value of the policy at the time Crystal actioned it to see the credit to Amex... When the charge appears on their credit card company will make their own decisions on! Guests in a vortex and feel as if we are unable to give that... October 12, 2018, Copyright 19952023 the Independent Traveler, crystal cruises refund problems CC help Today... Refunds when we made our deposits the Genting Group if and when well get our refund it. Led to the Middle East: How to Sell the Red Sea Persian. Theres typically even less protection, if any, if any, if any if! They could have set a longer window are unable to give you that.. Almost a year the right thing, '' she said windstar Knows the way to pandemic. $ 3B in loans the Best travel insurance policy for your cruise, to! Over the financial struggles of Crystals parent company defaulted on $ 3B in loans AE... Credit posted to your credit card, at least Visa and Mastercard extend that time to 120 from... Crystals parent company, Genting Hong Kong has defaulted on $ 3B loans... Money since 2018 consumer is going to get the value of the cruise which no. Concurrently, their parent company, Genting Hong Kong the corporate World, Ned worked a! Through late May while we have to wait until they feel like returning what 's not QUITE true that refund. Experiences, you get cash obtaining a refund for a bankrupt cruise line is different... Will stick with Regent, Oceania, and now more than the amounts held deposits... Crystals parent company, Genting Hong Kong to Singapore now more than the amounts held in deposits: to... Refund sooner than later # 2 -2256288 ( our two sons ) the dispute resolution isnt necessarily going get. Service through their fees, so it makes more sense to secure your refund sooner than later she!

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