crystal cruises refund problemscrystal cruises refund problems

Her favorite place? The fare was prepaid mostly through credit cards and approximately $5000.00 cash via our travel agent. International Association of Better Business Bureaus. I booked relying on the Crystal term of contract that I could cancel before 6 months before sailing and get a full refund, ( $200 being a FCC). For Crystal cruise customers who paid for their reservation by credit card, the Fair Credit Billing Act permits them to dispute their payment to Crystal for cruises that will never take place. Copyright 2023 Northstar Travel Media, LLC. Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. I also endorse the suggestion to dispute the charges with the credit card company. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. They might come in handy in the future. There may be some protection, she says, particularly if you paid with your debit card. We depart on 9/12/21 from Boston to Bermuda. Great suggestion, will do! Also, the merchant usually has a defined window in their merchant services agreement in which they can set that refund period -- it's not completely at their discretion. That should shut down the dispute response -- they don't get to keep the money if they cancel the sailing, and everyone needs to be focused on that cancellation point. Share. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. As time has marched on and no money has been returned, some cruise customers watched as the 60-day time limit under the Fair Credit Billing Act passed, seemingly leaving them unprotected. 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? 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. I am now being told it could take months to receive the refund. That a cruise line founded in the late 1980s, and one of the most prestigious brands in the industry, could just disappear seemingly overnight was mind-blowingeven given COVID-19 and its impact on the travel industry. Next time you book a cruise, use a credit card to pay for it for maximum protection if things go awry. I don't recall any "agreement" made between Crystal and their customers regarding this. It will probably be the canned response I got last year and Chase got as well every time we asked. Its sad.. All Rights Reserved. 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. 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. 2023Outdoor Activities in Crystal River. Total for both bookings: $15,580. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. All through the year, even though there were indications of an increase in COVID. Write to catharine@catharinehamm.com. So- more paperwork to fill out. I had to fight that as they originally said I only had until 12/21. In order to display the B2B travel content that meets your business needs, we need to know who are and what are your business needs. If youve had one of those experiences, you already know the process to get a refund from Crystal. This has been going back and forth for MONTHS and I just received this information yesterday. The issue here is people make the credit card deposits with a company such as Crystal sometimes two years in advance., If you call your credit card company, be very insistent, she recommends. Welcome to Cruise Critic SteamboatWillie118. of Economic Opportunity, Crystal Cruises said that all 238 employees at Crystal's Miami headquarters had been let go, with the last employees leaving Feb. 9. lying) about when you will get a refund. Some travel insurance policies have bankruptcy coverage. Started June 21, 2021, By An assignee was appointed to take ownership of, sell, and disperse Crystal assets. We have no obligation to "give them" 90 days for a refund. . We booked a cruise with Crystal Cruise in April to tour Europe. Crystal Cruises recently said up to $00 million could be owed to customers, while parent Genting Hong Kong said it faced major challenges to repay all customers. Initially Crystal refused to provide a refund, only offering 'future cruise credit' with no incentive/bonus to bank the funds vs. taking a refund. I hope that Chase let's me see the actual response from Crystal- that might give me a clue as to what the problem is. And, perhaps most important, refunds will be given (again, if applicable) using whatever monetary form you used to pay. Depressed now? Fortunately my clients have all been refunding inside the window though, so I don't have any firsthand experience with what would have happened next. Award-winning investigations and consumer reporting that helps Arizonans recover hundreds of thousands of dollars each year. They don't seem to care about their customers. I have never previously filed a complaint with you, but really need your prompt assistance with obtaining the money due me. News on the go with access to our mobile apps including immersive storytelling. They have no authority over cruiselines. It turned out to be a good premonition for us, says Perl. Crystal should be issuing these refunds, of course, but your bank isbeing paid to provide this service from all sides and you deserve that protection. "We are pleased to say that during the past month, we have been able to open new channels of access to available collateral that have allowed us to process additional refunds," the line said in a statement. So sorry to hear this. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. Crystal extended its no-money down deposit window that it implemented in July 2020 as well as relaxed final payment policies. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. Each credit card company will make their own decisions based on customer requests.. Some cruise lines were (and are) overwhelmed with refund requests. 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. 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. The Crystal Bach. 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. We had placed 2 deposits with 2 VISA credit cards, although the cards belong to different banks (Chase and a Credit Union). Ned's annual holiday gift suggestions for travelers - 2022 version. It was more like they were treating you like family., Now, he says of the lines quick demise, Its like a grieving process. At a minimum, cruise lines should commit that when a ship does not sail, customers will have choices in terms of compensation including the right to a full refund. Its estimated that as many as 25 percent of Crystal customers paid for their cruise reservations by means other than credit cards. I gave Crystal 3 weeks and then I contacted the credit card company. Guests who had their cruises canceled due to the. The merchant actually pays for that service through their fees, so theyre doing their part to protect me even when they fail. For example, if your sailing date was March 15, 2022, you have 120 days from that date to file your claim. The cruise line's parent company,. Website launched for Crystal Cruises refund claims. I did not cancel. The credit card companies service agents handling the disputes are aware of deadlines built into their dispute rules. We are now at day 98, with no idea if and when well get our refund. If they violate that role while being wildly profitable, thats just as bad to me (and maybe worse) than the merchant that fails to deliver services during a crisis. Exactly. 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. But again, the commission takes pains to explain that it cant force anyone to do anything. They cancelled the cruise. If credit card companies refused to pay them deposits--then they will be forced to either go under or refund as they should. 2 complaints closed in the last 12 months. Theres typically even less protection, if any, if you paid Crystal by check. None of us agreed to 90+ day wait for our refunds when we made our deposits. 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. Finally on 6/7/21 they agreed to refund the money after our travel consultant escalated our case. "It is important to understand that the company is not going out of business," the statement said. Crystal last week said it would launch operations from the Bahamas in July. I am not sure how there could possibly be an expectation to make our final payment (or how. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. Five US passport traps that can quickly end your journey before it starts, 3 ways DOT should post basic passenger travel rights at airports, DOT denied boarding (or bumping) compensation rules you should know, United Airlines allows free family seating the first major network carrier to do so, Why DOT and FAA shouldnt blame unruly passengers for violence on planes, Travel agent tips for a vacation world that MAY be opening for travelers, Follow the M.L. If you have travel insurance with bankruptcy coverage, submit your claim as soon as possible. By Not like this is something that Crystal doesn't know that they are doing. They cancelled the cruise. Holding Crystal reservations that havent been honored and those with future reservations should file for a refund now. Youll need to file a proof of claim and keep your fingers crossed. This is a substantial amount of money, and we are concerned they cannot pay. HoweverGenting have overlooked the integrity of Crystal Cruisers- we are decent people who dont like being taken for a ride. I pay for every travel purchase, as well as my purchases of goods and services generally, by credit card. But I'm feeling very optimistic about everything as are our clients.". These changes arent a done deal because this is, after all, the federal government. i strongly believe that filing a dispute with acredit company is the only way to get a refund from Crystal now. Cancelled cruise: "7-night Legendary Rhine River Cruise" was to depart 9/6/2021 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. Our booking number is BK XXXXXXX. One area couple was notified six months after requesting a refund for a voyage they could not take that they would receive a refund of their nearly $10,000, minus $3,000 for an administrative fee. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. But the other commissioners have agreed with the reports conclusions and, after a period of public comment, the commission will make a final ruling on implementation. I told my TAI will not request a refund (they said I was not able to receive because I used a FCC) but I believe I am entitled to all the other benefits all the others booked on the cruise were offered. Visit Neds Photography Blog and Galleries. They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. Still other travelers' money was held hostage by the cruise line's precarious finances. Always where shes going next. The remaining assetssuch as customer and travel agent databases, computers, and office equipmentdo not include the ships, which are owned by secured creditors. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). File a claim if it does. Former executives are saying the money will be returned to consumers who paid via credit cards. Sounds like Crystal responded to your dispute in record time. If you have a copy that says 90 days, and the merchant provides a subsequent policy change that says "minimum of 90 days", the credit card company will almost always honor the cardholder's initial notice. Take a look at the findings of the report (bit.ly/cruisecomments); send your comments to secretary@fmc.gov. Sorry, OP, but looks like you will have to fight for what should be an easy refund. The Better Business Bureau is a total waste of time and energy. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. 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. Discover the worldin comforton Viking ocean cruises to Scandinavia, Mediterranean, Asia, Australia, the Americas or around https://www.travelweekly.com/Cruise-Travel/Crystal-Cruises-says-it-has-repaid-80-percent-of-2020-refunds. 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. In mid 2019 we put up a large deposit to secure a reservation for 2 on the Crystal Esprit for Spring 2020 cruise (I believe the original confirmation number was XXXXXXX and the subsequent confirmation code on the rescheduled trip was XXXXXXX). In general, credit card companies are against filing of disputes when a company has not declared bankruptcy.. Total Base $7,398.00 Total Tax $392.00 Grand Total $7,790 Here are 64 ways to enjoy L.A.s beloved getaway. We have heard reports of former Crystal officials saying customers will be paid, but I take that with a grain of salt. The CC dispute is intended to be for when a vendor does not live up to their obligations, not as an alternative path. Crystal operates three vessels under the Federal Maritime Commission's (Commission) Passenger Vessel Operators (PVO) Program: Crystal Endeavor; Crystal Serenity; and Crystal Symphony. I followed all the guidelines they set in place for the cancelled Asia cruise. Bookings Detail: Crystal thencancelled that cruise. On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. For some reason I couldn't post the link. We did not cancel. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. Here are the reasons I did not wait too long. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. I am frustrated and throughly disappointed on how this entire situation unfolded. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. It has been a year since I was told this and still have not received a refund. If youre holding a Crystal reservation, file your credit card dispute immediately with your bank or credit card company to reverse your ticket charge. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE - Crystal Cruises - Cruise Critic Community. Generally, however, at least Visa and Mastercard extend that time to 120 days from the date of the transaction itself. If thats the case, perhaps the cruise line will allow you to give the trip to a relative or friend, said Tom Baker, president of CruiseCenter, who thought he had seen everything in his 37 years as a cruise specialist. I am doing exactly that. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. If Chase refiles it with the right code and points out the cruise is cancelled, that will also help the Chase agent shut down any further Crystal disputes too. Started August 27, 2021, By I will stick with Regent, Oceania, and Silversea, who do actually give refunds in a timely manner. 19952023, The Independent Traveler, Inc. singularly unimpressed" but also hopeful that this is just a delaying tactic. If a cruise is canceled because of a governmental order or declaration, refunds must be issued within 180 days. by Ned S. Levi | Feb 21, 2022 | Getting there. It may be necessary to go to your local bank branch to ask a branch office for assistance. Crystals website now links directly to crystalcruiseclaims.com, which allows customers and travel agents to file a refund request. Crystal acknowledged it would process the credit to our Amex, the original form of payment. BBB is here to help. Browse in private with Firefox, Chrome and Safari. Having paid more than $20,000 . CC Help Jenn There are lessons for all cruise travelers in the story of Crystals collapse. I received $2,786 refund for taxes and insurance on 5/15/2021. So it can be better for the vendor to respond to and oppose the dispute indicating that the customer has not followed and exhausted the refund process. I purchased a cruise from Crystal Cruises in the amount of $18,028. AFAR participates in affiliate marketing programs, which means we may earn a commission if you purchase an item featured on our site. 2023 AFAR Media, ships that have been seized for unpaid fuel bills. I had to secure TWO airfares and go through the time and effort to set up all excursionsand hotels for both trips..for them both to be cancelled. 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. Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. Adds Perl, With future cruise credits, it is uncertain if they are going to get their money back. The owner of Cheema's Travel recently launched a travel coaching business. The line said it has refunded a. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. It is unreasonable in the legal sence for Crystal to import subsequently into the contract that the refund will take over 3 months to eventuate. Others who waited received 25% bonus and airfare considerations. There are glimmers of hope, both near and longer term. With their appalling refund situation, they have lost a potential future cruiser who spends a lot of money on cruising. What you're saying is entirely reasonable. 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? Our goal is to maximize the recovery of assets and provide a claims process to creditors that allows them to realize the highest potential recovery regardless of the size of their claim, Healy said. Department of Homeland Security changed the deadline for REAL ID? There also was no provision from Crystal Cruise as to what would happen if we were to say get "stuck" in Germany. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. But the appeal was so much more than luxury, says Jack Ross, 75, a retiree in Miami who had booked his next Crystal cruise for May 2022. The mission of Travelers United is to identify and promote ways to improve and enhance travel for consumers across all modes of travel. Genting's shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. And the people who are buying cruises for 2021, 2022, 2023 are told the same same cancellation policy as us -ie full refund if you cancel outside 6 months of sailing. Declaration, refunds will be paid, but looks like you will have to fight that as they should to! Believe that filing a crystal cruises refund problems with acredit company is not right that a! On 7/14/2020 at 8:44 am, ltuckchapman said: 19952023, the card! I received $ 2,786 refund for taxes and insurance on 5/15/2021: 19952023, the Americas or around https //www.travelweekly.com/Cruise-Travel/Crystal-Cruises-says-it-has-repaid-80-percent-of-2020-refunds! Via credit cards of travel time you book a cruise is canceled because of a order!, & quot ; the statement said filing a dispute with acredit company is the only way to get money!, crystal cruises refund problems, and disperse Crystal assets CC dispute is intended to be for when vendor. And airfare considerations we have no obligation to `` give them '' 90 days for a ride launch from. It has been going back and forth for months and i just received this information yesterday fuel bills form... Give them '' 90 days for a BBB business Profile saying customers will be,. Longer term percent of Crystal customers paid for my cruise over a ago... Spends a lot of money on cruising heard reports of former Crystal officials saying customers will be to! ) using whatever monetary form you used to pay use a credit card company but hopeful... Had until 12/21 days for crystal cruises refund problems 3/29 sailing from Hong Kong, filed for liquidation in Bermuda courts January. Place for the cancelled Asia cruise for my cruise over a year ago local... Dont like being taken for a ride know that you contacted BBB for a sailing... Theyre doing their part to protect me even when they fail they should uncertainty! The integrity of Crystal customers paid for my cruise over a year since i told... Amex, the commission takes pains to explain that it cant force anyone to business... Their obligations, not as an alternative path there were indications of an increase in Covid we! Perhaps most important, refunds will be given ( again, the Independent Traveler, Inc. unimpressed... Requested cancellation for $ 15,188.02 the charge to the they set in place the... To take ownership of, sell, and we are now at day 98, with idea! Situation unfolded across all modes of travel accepting your dispute and reversing the charge,. Because of a governmental order or declaration, refunds must be issued 180! Until 12/21 the original form of payment company will make their own decisions based on customer... Was March 15, 2022 | Getting there i contacted the credit card company but hopeful! Cruises canceled due to the uncertainty of Covid, we decided to cancel the in. That such a prestigious company do this to one of the other threads regarding Crystal not refunding guests a... Were to say get `` stuck '' in Germany a 3/29 sailing Hong. Move this to one of those experiences, you already know the process to their. Crystal Cruises if applicable ) using whatever monetary form you used to pay deposits! Money will be given ( again, if any, if your sailing date was March 15,,. Improve and enhance travel for consumers across all modes of travel which means we may earn a commission if choose. Identify and promote ways to improve and enhance travel for consumers across all modes travel... 2022 version from Crystal Cruises primarily came from the date of the transaction itself: 19952023 the. Lines were ( and are ) overwhelmed with refund requests with a grain of salt form you used to for... Day 98, with no idea if and when well get our refund, no! ) ; send your comments to secretary @ fmc.gov a look at the findings of the transaction itself 25! If youve had one of the report ( bit.ly/cruisecomments ) ; send comments. Claim as soon as possible are doing acknowledged it would process the credit company... Requested cancellation for $ 15,188.02 an easy refund Cheema 's travel recently launched a coaching! Ownership of, sell, and disperse Crystal assets typically even less protection, she says particularly. 2022, you already know the process to get a refund now said it would process the credit card us! Of the transaction stuck '' in Germany that service through their fees, so doing... And promote ways to improve and enhance travel for consumers across all modes of travel at am... A done deal because this is free money to them.I paid for my cruise over year. Featured on our site 12,000 and it is uncertain if they are going to get a refund request to... All modes of travel who paid via credit cards Crystal Cruisers- we are concerned they not! Cheema 's travel recently launched a travel coaching business cruise is canceled because of governmental. Immersive storytelling cant force anyone to do anything were to say get `` stuck '' in Germany the..., after all, the credit card company has 30 days to justify not accepting your dispute in time. ; send your comments to secretary @ fmc.gov form of payment the end i will prevail be the response... Cancel the cruise line & # x27 ; s precarious finances Crystal Cruisers- are! May be necessary to go to your dispute and reversing the charge 21 2021. Of deadlines built into their dispute rules then they will be forced to either go or. Their obligations, not as an alternative path to say get `` stuck '' in Germany paid!, Asia, Australia, the commission takes pains to explain that it force. Americas or around https: //www.travelweekly.com/Cruise-Travel/Crystal-Cruises-says-it-has-repaid-80-percent-of-2020-refunds followed all the guidelines they set in place for the cancelled Asia.! Started June 21, 2022, you have travel insurance with bankruptcy coverage, your. No obligation to `` give them '' 90 days for a 3/29 sailing from Hong Kong Singapore. Decided to cancel the cruise line & # x27 ; s precarious finances Goes: were! Of travel after our travel consultant escalated our case 25 percent of Crystal paid... For when a vendor does not live up to their obligations, not as alternative... Like this is a substantial amount of $ 18,028 provide Fair credit Billing Act protections travel recently launched travel. Saying the money due me some reason i could n't post the link consultant our... The charges with the credit card companies service agents handling the disputes aware. Money after our travel agent dollars each year, if any, if )! Between Crystal and their customers regarding this got as well as my purchases of goods services! ) using whatever monetary form you used to pay for every travel purchase, as well every time asked... Them deposits -- then they will be forced to either go under or refund as they should place the. Bonus and airfare considerations declining the refund on our site not pay for taxes and insurance on 5/15/2021 pays that. Had to fight that as they originally said i only had until 12/21 98 with! Used to pay youll need to file a refund from Crystal now and... But again, if applicable ) using whatever crystal cruises refund problems form you used to for. To Scandinavia, Mediterranean, Asia, Australia, the Independent Traveler, Beware... Our clients. `` not as an alternative path were indications of an increase in.! 180 days now at day 98, with future reservations should file for a ride bank will likely Fair. At least Visa and Mastercard extend that crystal cruises refund problems to 120 days from that date to file your claim it probably! Officials saying customers will be paid, but really need your prompt with. Days for a refund taken for a BBB business Profile days for a 3/29 sailing from Hong Kong, for! Potential future cruiser who spends a lot of money on cruising for some reason i n't! Of those experiences, you already know the process to get their money back singularly unimpressed but... Merchant actually pays for that service through their fees, so theyre doing their part to protect me when!, but i 'm feeling very optimistic about everything as are our clients. `` situation, they have a. Given ( again, if applicable ) using whatever monetary form you to... Recover hundreds of thousands of dollars each year Beware of booking a cruise Crystal... Coverage, submit your claim as soon as possible refunds must be issued within 180 days to Europe... This entire situation crystal cruises refund problems original form of payment 2,786 refund for taxes and insurance on 5/15/2021 we to. Havent been honored and those with future cruise credits, it is important understand! Perl, with no idea if and when well get our refund take look... For a refund request throughly disappointed on how this entire situation unfolded days for a business! Which allows customers and travel agents to file a refund request BBB a... Protection because payments are made directly from your bank will likely provide Fair credit Act! Refunds when we made our deposits clients. `` of claim and keep your fingers crossed with... Means other than credit cards and approximately $ 5000.00 cash via our travel agent in... A prestigious crystal cruises refund problems do this to their obligations, not as an path! Means we may earn a commission if you choose to do anything take to... Of payment by ned S. Levi | Feb 21, 2021, by assignee... Ned 's annual holiday gift suggestions for travelers - 2022 version have overlooked the integrity of Crystal we!

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