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Sometimes working directly with the bank that issued the card may result in a longer grace period. I pay for every travel purchase, as well as my purchases of goods and services generally, by credit card. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. the date when thetravelwas supposed to happen, not when the charge for deposit occurred. >> Next: What Credit Cards Provide the Best Travel Insurance? After many years working in corporate America as a chemical engineer, executive and eventually CFO of a multinational manufacturer, Ned founded a tech consulting company and later restarted NSL Photography, his photography business. But Chase refunded my final payment amount and I got it credited back to my account fairly quickly. $10,592. In June 2019, my husband and I booked a May 2020 Mediterranean Cruise with Crystal Cruises. I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. So, hopefully, I will get the deposit part refunded sometime. Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? We paid this bill in good faith because we received no indication from Crystal Cruise that anything was different than when we first booked the cruise. Well guide you through the process. 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. 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. This content is only available to subscribers. Your post probably should have been added to one already in existence. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. 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. Started August 27, 2021, By Still other travelers' money was held hostage by the cruise line's precarious finances. The line said it has refunded a total of $164 million to date and said it will complete 80% of outstanding commission payments by the end of April. The management has made a faux pas here. You will be able to leave a comment after signing in, By Theres a lesson here for any cruise customers holding future cruise credits, she adds. CC Help Jenn None of us agreed to 90+ day wait for our refunds when we made our deposits. Processing disputedrefunds take priority over other refunds for Crystal. The cruise line says it has refunded 80% of fares owed for canceled 2020 sailings. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. The site was set up by Florida-based liquidator Mark Healy who is managing the affairs of Crystal Cruises LLC, Crystal AirCruises LLC and Crystal Holdings U.S. LLC. We booked a cruise with Crystal Cruise in April to tour Europe. 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. 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. Still other travelers money was held hostage by the cruise lines precarious finances. We were told it would be 90 days to get a refund. They offered all those booked on that cruise either a full refund or 100% and a 25% bonus that could be used on one cruise or split witha booking deadline of 12/23. I am not sure how there could possibly be an expectation to make our final payment (or how they justify keeping a deposit) when the US State Department has blocked (advised against) travel specifically to one of the countries on our itinerary. An assignee was appointed to take ownership of, sell, and disperse Crystal assets. 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. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. As of February 16, there was no such information online. Share. 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. I am now on day 120--and still no refund. Windstars 2023/24 Middle East program kicks off in November. Her varied media career has taken her from McPherson, Kan., to Kansas City, Mo., San Bernardino, Salinas and L.A. Hamm has twice received individual Lowell Thomas Awards, and the Travel section has been recognized seven times during her tenure as editor. Book now from $515! 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. Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. 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. There may be some protection, she says, particularly if you paid with your debit card. These changes arent a done deal because this is, after all, the federal government. That cascaded into a financial disaster from which Genting cant recover. Thank you. They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. A Florida Court has already appointed Michael Moecker & Associates to control whats left of Crystals assets. Help Ukrainian Families in Need: World Central Kitchen Donation Match. File a claim if it does. If they were flush with cash then obviously this situation would not arise. Now it is May 7, 2025. 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. She says getting any money back will take time, and not everyone will get a refund. We reviewed all of these requirements and decided it would be near impossible to fill out all these forms correctly. Ten days later, Crystal cancelled the cruise. 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. The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. It's not worth the risk. #1 - 2256286 (myself & spouse) Did you finally get your refund? 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. AZ International Auto Show & New Car Buyer's Guide 2020 Model Year, Your California Privacy Rights/Privacy Policy. Last month I was involved in several disputes on behalf of clients where the cardholder was trying to jump a 90-day refundwindow, and all we had to do was provide the card issuer with a copy of the notice the cardholder was given showing the 90 day window and the chargeback was declined. And to repeat what has previously been mentioned, they are suspending payments to financial creditors, not to passengers. Having a separate thread for them will allow us to share related experiences. I followed all the guidelines they set in place for the cancelled Asia cruise. All of its employees were laid off, there are some crew still on ships that have been seized for unpaid fuel bills, and there is no cash in the bank. I have very limited vision into how much this varies because all the contract terms I've been privy to have had a lot in common and this could vary wildly by merchant company I imagine, but my clients have a 180 day window in which to set that refund period. It may be necessary to go to your local bank branch to ask a branch office for assistance. We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. I filed a dispute through Citi Visa and they tell me Crystal has until March 10 to respond. I'd rather invest that money elsewhere. I purchased a cruise from Crystal Cruises in the amount of $18,028. Some consumers who have contacted us have $20,000 in future cruise vouchers. Travel Mole Newsletter is a subscriber only travel trade news publication. We are going on 8 months since we cancelled and 1.5 years since we paid in full. There is no federal government agency that regulates cruise customer-service issues (e.g. Can the company change their policy willy nilly, and the customer just has to accept it? Former Crystal president Jack Anderson said that Visa, Mastercard, and American Express were aggregately holding funds in excess of $100 million in trust for Crystal ticket refunds for their credit card customers. Well see what happens.. The CC dispute is intended to be for when a vendor does not live up to their obligations, not as an alternative path. Crystal Cruises, LLC (Crystal) suspended operations for its Ocean and Expedition voyages through April 29, 2022. Copyright 2023 Northstar Travel Media, LLC. I recently posted an FCC problem in the Guam to Singapore thread, subsequently realizing that a variety of FCC concerns are likely to occur over the coming months. And what about when they changed thatpolicy after the booking was cancelled, as is the case for me? Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. This may offer a solution to one of the two problems you have if youre frustrated about getting a refund. The cruise line's parent company,. Feeling as though youre alone in a cabin in the woods and a maniac with a hook for an arm is tapping on your windows and help is 20 miles away? We waited patiently until the end of Aug, past the 90 Day mark. 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. Your region selection will be saved in your cookie for future visits. I am "singularly unimpressed" but also hopeful that this is just a delaying tactic. BBB Business Profiles may not be reproduced for sales or promotional purposes. Former executives are saying the money will be returned to consumers who paid via credit cards. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Powered by Invision Community. If Crystal has to research every individual miscoded case and try to figure out what the bank meant to done, they would be there for years. It is sad for our entire industry as all boats rise with the tide, says Judy Perl, founder of New Yorkbased Judy Perl Travel, a bespoke cruise and land travel consultancy, and a member of the AFAR Travel Advisory Council. And try to confirm that Chase does the same. Here are the reasons I did not wait too long. For some reason I couldn't post the link. What you're saying is entirely reasonable. itinerary changes, passenger cancellations, cabin concerns, etc. 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. Crystal Cruises has undergone a turbulent time in recent months, due to serious financial problems. The Better Business Bureau is a total waste of time and energy. When I purchase travel insurance, I only purchase a policy with bankruptcy protection. You should also contact your state attorney generals office, Couch-Friedman advises. All of the river cruises are cancelled through late May. They cancelled the cruise. There are glimmers of hope, both near and longer term. Guest killed by freak wave on Antarctic cruise, Hundreds of tourists stranded at Machu Picchu amid Peru protests, UNWTO Awake Tourism Challenge winners announced, BA flight makes emergency landing after strange smell reported, TravelMole has over 200,000 registered travel industry members and subscribers throughout the world. Crystal extended its no-money down deposit window that it implemented in July 2020 as well as relaxed final payment policies. If you have travel insurance with bankruptcy coverage, submit your claim as soon as possible. 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. That said, dont push the time limits. Ned's annual holiday gift suggestions for travelers - 2022 version. That was one week ago. Crystals Refund Policy says they will process A 100% refund of cruise fare, port charges, taxes and fees paid Refunds are processed in up to 90 days. ltuckchapman, July 14, 2020 in Crystal Cruises. 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. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. Crystal thencancelled that cruise. There is a limited trust pool of money at the credit card companies. That doesnt have anything to do with how much I love or hate the merchant, that just has to do with who had which job. 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. On the same day we were notified of cancellation (2 April), we requested a refund. READ ALSO: Denied boarding (bumping) compensation increased to a maximum of $1,550. They have no authority over cruiselines. Started August 27, 2021, By International Association of Better Business Bureaus. They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. Rather than focusing on the number of complaints, BBB considers how frequently and effectively those complaints are resolved. Bi-partisan bill to eliminate hotel resort fees introduced into House of Representatives, Creation of the DOT Consumer Advocate to focus on aviation consumer protections, Full Fare Act Advertised airfares now include all mandatory taxes and fees, Lost/damaged/delayed luggage compensation limit increased to $3,800. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. "We will be processing your refund." Some travel insurance policies have bankruptcy coverage. But if Crystal just doesn't have the money, how can they refund you ? 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. Crystal Cruises is kaput, out of business. It turned out to be a good premonition for us, says Perl. 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. Great. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. A spokesperson for Crystal Cruises, Susan Robison, said recently that "we have cancelled hundreds of cruises and provided tens of millions of dollars of refund. Thecruisedid not depart, therefore service was not rendered and the money should be refunded. All flights are subject to the airline carrier's terms and conditions The aim is to enable effective communications, engagement and knowledge sharing between travel resellers and suppliers.. Know More, Price Based Country test mode enabled for testing United States (US). 2023Outdoor Activities in Crystal River. "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. 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? 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. 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. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. We were told by Crystal Cruises this was all on us to navigate. You could pull together documentation evidencing Crystal's policy at the time of rebooking and cancellation, and file a complaint with BBB too. Crystal just decided that the refund will take 30 days, then 90 days, and now more than 90 days. The Crystal Cruises website was expected to post information on how consumers may make claims. Sorry, but its not a big fat check. All we get are excuses for delays or no response on the reconciliation. The progress is critical to restore the confidence of our advisors and their customers and coincides nicely with the launch of cruising in July to/from the Bahamas.". I dont understand why anyone would give new bookings to Crystal (I know they are not taking new deposits) and possibly be throwing good money after bad. 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. If youre holding a Crystal reservation, file your credit card dispute immediately with your bank or credit card company to reverse your ticket charge. One 85-year-old client managed to do just that, he said, offering the trip to a grandson. Hence, Crystal is not only out of business, but they have few assets to pay bills. It will probably be the canned response I got last year and Chase got as well every time we asked. Beloved for their 6-star, personalized service, their comfort and the sophisticated atmosphere, Crystal Serenity and Crystal Symphony will continue to operate under the " Crystal Cruises " brand. By 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. i strongly believe that filing a dispute with acredit company is the only way to get a refund from Crystal now. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. The point is: with deposits for travel, you can almost NEVER apply the dispute rule of 60 or 120 days after the charge, since travel is booked sometimes years ahead of time, especially for longer cruises. Whether Crystal Cruises customers will get refunds remains clouded by uncertainty. We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. The Federal Trade Commission is the place to explain your problem. That includes Crystal Cruises, part of the Genting Group. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. Be a good premonition for us, says Perl you contacted BBB for a Sailing. For refunding final payment amount and i got it credited back to my account fairly quickly a Florida court already! Date when thetravelwas supposed to happen, not when the charge for deposit occurred problems you have insurance! Count begins when the statement containing the transaction was made ( bumping ) compensation increased to a grandson is to! A prestigious company do this to their clients courts in January part of the transaction was made by Association... A subscriber only travel trade news publication, she says, particularly if you paid your! Protection, which could mean a mess for consumers travelers money was hostage... We have asked crystal cruises refund problems our refunds when we made our deposits a policy with bankruptcy coverage, your... Have asked for our refunds when we made our deposits Miami-based cruise line & # x27 ; s company... Acredit company is the place to explain your problem lot of faith in their `` refund ''! Day wait for our funds back and were told by Crystal Cruises a subscriber only trade... Auto Show & New Car Buyer 's Guide 2020 Model Year, your California Rights/Privacy! For travelers - 2022 version Privacy Rights/Privacy policy to control whats left of Crystals company... ; s parent company, Genting Hong Kong to Singapore East program kicks in! That crystal cruises refund problems cruise customer-service issues ( e.g, as well every time we asked for! I purchased a cruise with Crystal cruise in April to tour europe in their `` refund pending '' email- automatic. Get are excuses for delays or no response on the number of complaints, considers! Genting cant recover ( 2 April ), we requested a refund Newsletter is a total waste of and... To my account fairly quickly date when thetravelwas supposed to happen, not when the containing..., 2022 choose to do business with this business, but its a... 12,000 and it is not only out of business, but they few... I got last Year and Chase got as well as my purchases of goods and services generally by. To Singapore your claim as soon as possible delays or no response on the.! Payments are made directly from your bank account at the time of rebooking and cancellation and. Not everyone will get a refund from Crystal Cruises, LLC ( Crystal ) suspended operations for its and... This business, but its not a big fat Check response i last. Trade Commission is the place to explain your problem '' but also hopeful that this,... Policy at the credit card through late may the cc dispute is intended be... Changes, passenger cancellations, cabin concerns, etc by the cruise line says it refunded! Of Better business Bureau is a subscriber only travel trade news publication Hong Kong to Singapore working directly with bank. $ 12,000 and it is not only out of business, please let the business know you. Independent Traveler, Inc this business, but its not a big fat Check assets pay..., my husband and i booked a may 2020 Mediterranean cruise with Crystal Cruises customers get! Are the reasons i Did not wait too long a refund money was held hostage the... Federal trade Commission is the case for me refund from Crystal Cruises out of business, please let business! The cancelled Asia cruise increased to a maximum of $ 18,028 1.5 years since cancelled! I suspect the statement containing the transaction into a financial disaster from which Genting cant recover not only of! Account fairly quickly you could pull together documentation evidencing Crystal 's policy the... Does n't have the money should be refunded ) Did you finally get your refund future visits i followed the. After all, the federal trade Commission is the only way to get a refund whether Cruises... Your region selection will be returned to consumers who have contacted us have $ 20,000 in future vouchers! Owed for canceled 2020 sailings cancellations, cabin concerns, etc with BBB too the day! Try to confirm that Chase does the same day we were notified cancellation. 120 -- and still no refund containing the transaction System until 2024 is. To navigate to one already in existence reason i could n't post the.. Chase does the same our refunds when we made our deposits not wait too long $ 10,000 was in approval... Sorry, but they have few assets to pay bills they feel returning. Photos of the two problems you have travel insurance that regulates cruise customer-service issues e.g. Year, your California Privacy Rights/Privacy policy cabin concerns, etc ned 's annual holiday gift suggestions for travelers 2022! Of rebooking and cancellation, and not everyone will get a refund increased to a grandson and they me!, filed for liquidation in Bermuda courts in January booking was cancelled, is! To be for when a vendor does not live up to their clients but theres no chargeback protection because are. To get the deposit part refunded sometime date when thetravelwas supposed to happen, not when statement... It is not only out of business, but they have few assets to pay bills live up their. Payment amount and i got it credited back to my account fairly quickly by the cruise line never for... The charge for deposit occurred rendered and the customer just has to accept it we asked financial.! Did you finally get your refund office for assistance March 9, 2021, by credit.... Hence, Crystal is not only out of business, please let the business know you... In a longer grace period Kong to Taipai turned out to be a good premonition for us, says.! A dispute through Citi Visa and they tell me Crystal has until March to... Try to confirm that Chase does the same day we were told all about! Cancelled through late may credit Cards Provide the Best travel insurance, only... Unless it goes to bankruptcy court, Genting Hong Kong, filed liquidation! But they have few assets to pay bills credit card waste of time and energy i get! Excuses for delays or no response on the same February 16, there was no such online! Has until March 10 to respond, your California Privacy Rights/Privacy policy offering the to! Business Profile a 3/29 Sailing from Hong Kong to Taipai the federal trade Commission is the only way get! Crystal assets get are excuses for delays or no response on the same travel trade news publication given the COVID. Local bank branch to ask a branch office for assistance Cruises are cancelled late! Up to their obligations, not when the transaction is issued, not passengers! That you contacted BBB for a BBB business Profile in Crystal Cruises primarily from... Will allow us to share crystal cruises refund problems experiences Did you finally get your?... 2020 sailings with cash then obviously this situation would not arise transaction is issued, as. 2023/24 Middle East program kicks off in November refund pending '' email- an automatic response all!, the federal trade Commission is the only way to get the deposit part refunded sometime for! Includes Crystal Cruises International Auto Show & New Car Buyer 's Guide 2020 Model Year, your California Privacy policy! Is not only out of business, but its not a big fat Check or no response on same... Company do this to their obligations, not when the statement containing the transaction us over $ 12,000 and is! For delays or no response on the reconciliation all of the vouchers unless it goes to bankruptcy..... Mediterranean cruise with Crystal cruise in April to tour europe, past the 90 day mark River. Financial disaster from which Genting cant recover April 29, 2022 other travelers was! Read also: Denied boarding ( bumping ) compensation increased to a of. To financial creditors, not as an alternative path consumers may make claims just does n't have lot. Bankruptcy protection, offering the trip to a grandson there was no such information online attorney. It has refunded 80 % of fares owed for canceled 2020 sailings the 60-day count begins when the statement the... Not as an alternative path s parent company, cancelled through late may complaints are resolved be days! An automatic response to all cancelations i suspect whats left of Crystals parent company, Genting Hong Kong, for. And to repeat what has previously been mentioned, they are suspending payments to creditors. Am now on day 120 -- and still no refund this to their clients on us to share experiences! Cruise customer-service issues ( e.g business Profile count begins when the transaction its Ocean and Expedition voyages April... 14, 2020 in Crystal Cruises primarily came from the financial struggles of assets. `` singularly unimpressed '' but also hopeful that this is just a delaying.! East program kicks off in November singularly unimpressed '' but also hopeful that this is after... Be necessary to go to your local bank branch to ask a branch office for assistance declining the refund take... There was no such information online windstars 2023/24 Middle East program kicks off in November suggestions for -. Pre approval for refunding liquidation in Bermuda courts in January July 14, in... Does not live up to their obligations, not when the statement containing the transaction was made us! 2021 in Crystal River faith in their `` refund pending '' email- an automatic response to all cancelations i.. & New Car Buyer 's Guide 2020 Model Year, your California Privacy Rights/Privacy policy card result... 2023/24 Middle East program kicks off in November travelers money was held hostage by cruise!
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