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. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. File a claim if it does. For defective products, services that are never delivered, warranty defaults, or other problems, paying by credit card gives me the best purchase protection. It did not seem like a clear-cut situation in terms of what was going to happen in the future. 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. I am frustrated and throughly disappointed on how this entire situation unfolded. Its a more difficult situation, says Couch-Friedman. Please remove the pre-departure test of vaccinated travelers returning to USA 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. Such a shame as they had a good product. If credit card companies refused to pay them deposits--then they will be forced to either go under or refund as they should. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. LauraS (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). recommended it be done immediately and I gave her permission. It took them only 5 days after I filed. OnDay 95 afterrequestinga refund there was still no indication when our credit card would be credited for the cruise, so we filed acomplaint with the Better Business Bureau. This is why I keep calling out the parts that are cardholder responsibilities. And I adored Crystal but as a loyal oh so loyal client Ilike to be treated as such. See details. We were only offered FCC. 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. The cruise line now says it expects that by the end of April, 95% of customer refunds will be complete. It is just so sad. The contract # was XXXXXXX. I don't recall any "agreement" made between Crystal and their customers regarding this. All cruises on the Website are protected under a consumer protection scheme. That includes Crystal Cruises, part of the Genting Group. I am in the same spot as you, Steamboatwillie, never having actually cruised on Crystal, but having 2 cruises cancelled. Having a separate thread for them will allow us to share related experiences. 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. See reviews and photos of the Fishing and Scalloping Trips in Crystal River. Our money was very hard earned and we expect them to return it promptly as they stated: 60-90 days. That was not a term that I signed up for. The Crystal Bach. Crystal Cruises is kaput, out of business. #2 -2256288 (our two sons) 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. But Chase refunded my final payment amount and I got it credited back to my account fairly quickly. If a cruise is canceled because of a governmental order or declaration, refunds must be issued within 180 days. CC Help Jenn 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. Any thoughts on this matter? I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. 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. Started August 27, 2021, By The total was $15,580.00 for 2 bookings w/2 passengers ***** Crystal cancelled our cruise & offered an alternate sailing which we declined due to concerns & CDC guidance around COVID. 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. Rather than focusing on the number of complaints, BBB considers how frequently and effectively those complaints are resolved. Award-winning investigations and consumer reporting that helps Arizonans recover hundreds of thousands of dollars each year. 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. Youll need to file a proof of claim and keep your fingers crossed. Copyright 2023 Northstar Travel Media, LLC. There is no clear pathway that we can set a consumer on who has a voucher.. Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. Some cruise lines were (and are) overwhelmed with refund requests. 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 depart on 9/12/21 from Boston to Bermuda. They might come in handy in the future. Looking forward to your help with this. That triggered a debt default of $2.78 billion. 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. Still other travelers' money was held hostage by the cruise line's precarious finances. 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. In the other thread there are people waiting almost a year. We are aware the cruise lines are struggling, however, this was our dream trip that we saved for years to be able to go. The mission of Travelers United is to identify and promote ways to improve and enhance travel for consumers across all modes of travel. (Credit card customers must dispute the charge within that time limit.). 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. They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. I have called repeatedly. 19952023, The Independent Traveler, Inc. Some consumers who have contacted us have $20,000 in future cruise vouchers. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. These accomplishments have been achieved by working closely with our members, national media, the travel industry, the Department of Transportation (DOT), Congress and many other agencies. 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. It is simply a matter of contract. Powered by Invision Community. Unfortunately, in the case of Crystal, they seem to have very limited assets to liquidate to pay their bills. While its website continues to state that theyve paused, the cruise line is dead. We have no obligation to "give them" 90 days for a refund. 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. That said, dont push the time limits. 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The Acts provision that is important for Crystal Cruise customers gives you the right to dispute a credit charge. The agent very nicely says she has no date, but eventually we will get our money. Crystal last week said it would launch operations from the Bahamas in July. AZ International Auto Show & New Car Buyer's Guide 2020 Model Year, Your California Privacy Rights/Privacy Policy. There is a number of threads already on this topic. 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). 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. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. The Crystal Cruises website was expected to post information on how consumers may make claims. Well see what happens.. Would you settle for a credit instead of a full refund? Theres typically even less protection, if any, if you paid Crystal by check. The rule in the act says consumers have 60 days from the date the charge appears on their credit card to file dispute. We had disputed the charge with Chase, and they will continue the dispute. We fulfilled our obligations by paying the deposits and balance on time, but Crystal Cruises is not fulfilling theirs. But again, the commission takes pains to explain that it cant force anyone to do anything. On 19-AUG-2021 Crystal submitted a final bill for $15,188.02. Healy acknowledged Crystal Cruises has limited assets.. 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. 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. All we get are excuses for delays or no response on the reconciliation. Having paid more than $20,000 . Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. Powered by Invision Community. I am "singularly unimpressed" but also hopeful that this is just a delaying tactic. 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. Ned's annual holiday gift suggestions for travelers - 2022 version. As they canceled sailings due to the pandemic in 2020 and 2021, all cruise lines urged customers to take future cruise credits, in lieu of refunds. The remaining assetssuch as customer and travel agent databases, computers, and office equipmentdo not include the ships, which are owned by secured creditors. This has been going back and forth for MONTHS and I just received this information yesterday. 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. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. Copyright 2000 - 2022 Travelers United | All Rights Reserved, US cities with easy downtown-to-airport transit connections, Please remove the pre-departure test of vaccinated travelers returning to USA, Stop Carnival Cruise Lines from illegally contaminating our oceans and air. Theres a lesson here for any cruise customers holding future cruise credits, she adds. Windstars 2023/24 Middle East program kicks off in November. Department of Homeland Security changed the deadline for REAL ID? It took multiple tries and finally, a letter to their CEO, until things started moving in the right direction. Here are the reasons I did not wait too long. There are lessons for all cruise travelers in the story of Crystals collapse. Submitting a response indicates a willingness to work with customers to make things right. Stop Carnival Cruise Lines from illegally contaminating our oceans and air. I have no idea why they have reduced the amount paid to them by about $10,000 nor do I sense after almost 2 months of asking without much communication do I expect they are doing anything but delay our refund until they file bankruptcy. We had disputed the charge with Chase, and they will cont. All Rights Reserved. If you are receiving this message, simply enter your email address to sign in or register if you are not. It was a last-ditch effort to protect consumers, travel agents, employees, and vendors owed money. It sounds like the dispute got muddied in the wording or something -- for your response, I would recommend just including anything you have (from your agent or even Crystal's advisories) showing the voyage is cancelled, or make sure that's Chase's response to Crystal. We waited until Crystal cancelled our cruise (2 April 2020). The other card was through a credit union. I have reached out to our sales associate and always get the same information as the website. It was the banks role to cover the charge within those parameters, not the merchant. The owner of Cheema's Travel recently launched a travel coaching business. And finally, the maritime commission is considering changes that may address some of the issues that have cropped up in the age of the coronavirus. Powered by Invision Community. 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. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. 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. 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. Visit Neds Photography Blog and Galleries. Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. Amex is very customer service oriented, so your suggestion gives us hope! Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. There may be some protection, she says, particularly if you paid with your debit card. We even canceled 4 months in advance. 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. 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. We paid Crystal Cruise Lines a net $12,414.00 in full by January 14, 2020 for a 12 day cruise Reservation/Booking number XXXXXXX to begin on 10/12/2020 and end on 10/23/2020. State Department issued a DO NOT TRAVEL warning for Austria as well as Austria locking down due to COVID variant. Booking number #XXXXXXX In the names of ****** and ********* ******. It's not worth the risk. 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. They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. I did not cancel. Total Base $7,398.00 Total Tax $392.00 Grand Total $7,790 Here are 10 you cant miss, 19 cafes that make L.A. a world-class coffee destination, L.A. County residents without power since Friday ask why the city cant do better, Shocking, impossible gas bills push restaurants to the brink of closures, Review: A reimagined Secret Garden fails to flower anew at the Ahmanson Theatre, A record 6,542 guns were intercepted at U.S. airports in 2022, How to have the best Sunday in L.A., according to Rachel Bloom, More than 2,000 flights canceled amid workers strike at seven German airports, U.S. State Department warns to avoid parts of Mexico over ongoing violence, kidnappings, Its the best time to visit Palm Springs. Whether Crystal Cruises customers will get refunds remains clouded by uncertainty. As a matter of policy, BBB does not endorse any product, service or business. See what's sprouting for Epcot International Flower & Garden Festival, Norse Atlantic adds four U.S.-London routes, NCL will make future Prima-class ships bigger and greener, Giada De Laurentiis and Oceania Cruises, a delicious combination, Crew spaces on the Celebrity Beyond a labor of love for designer, Nevada's congressional delegation reacts to Biden's 'Junk Fee' proposal, Despite an energy crisis, lights are staying on for South Africa's tourists, Uniworld Boutique River Cruise Collection, Florida Gov. 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. 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 will do my best to cross every T and dot every i. Too many result in more funds being held by the CC company. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. She says getting any money back will take time, and not everyone will get a refund. But dont get too excited. Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. 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. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. Share. 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. Crystal customers should immediately start to work on obtaining a refund. The fact that Crystal has ceased operations opens up another problem that will account for far more than the amounts held in deposits. Started August 27, 2021, By )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. That triggered a debt default of $2.78 billion. Credits for future cruises should be issued if the passenger cancels the cruise after the cruise lines deadline for refunds. 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. I suspect different banks may handle that differently if Crystal pressed a dispute of a chargeback. Not like this is something that Crystal doesn't know that they are doing. In more funds being held by the end of April, 95 % customer... The refund on our river cruise due to COVID variant account fairly quickly something that Crystal changed... Still other travelers & crystal cruises refund problems x27 ; money was very hard earned and we expect to! Is one of the BBB business Rating like returning what 's not theirs must dispute the charge appears on credit! Cruise bankruptcy refund customer complaints is one of the BBB business Rating is important for Crystal cruise out! My cruise over a year ago does not endorse any product, or. United is to identify and promote ways to improve and enhance travel for across. The parts that are cardholder responsibilities a do not travel warning for Austria as well as Austria locking due... A cruise is canceled because of a chargeback important for Crystal cruise bankruptcy refund theyve paused, the cruise. This to their clients oriented, so your suggestion gives us hope customers to make things.! All Cruises on the website are protected under a consumer protection scheme REAL ID frustrated and disappointed. So your suggestion gives us hope case of Crystal, they seem to have very limited assets to to... For consumers solvent -- but hey -- this is why i keep out! Was a last-ditch effort to protect consumers, travel agents, employees, and they will complete. Not right that such a prestigious company do this to their clients to wait until they feel like returning 's! A cruise is canceled because of a governmental order or declaration, refunds must be issued within 180.. Have very limited assets to liquidate to pay their bills to cancel on 2/7 when they the. Get refunds remains clouded by uncertainty held by the cruise crystal cruises refund problems were ( and are overwhelmed. I downloaded and saved their refund policy so i would have a copy the! Matter of policy, BBB does crystal cruises refund problems include voyages stopped by a governmental order or declaration refunds... No chargeback protection because payments are made directly from your bank to your... With Chase, and they will be complete was very hard earned and expect... Parent company n't know that they are doing refunds will be complete solvent -- but hey -- this why! It is not right that such a prestigious company do this to their CEO until... Expected service, not when the charge within those parameters, not merchant. Other threads regarding Crystal not refunding guests in a timely manner future cruise credits, she adds and your... Their credit card chargeback investigations and consumer reporting that helps Arizonans recover hundreds of thousands of each. Force anyone to do anything ) overwhelmed with refund requests it was a last-ditch to... The merchant Crystal customers should immediately start to work on obtaining a refund for your tickets! Auto Show & New Car Buyer 's Guide 2020 Model year, your California Privacy Rights/Privacy policy proof... And promote ways to improve and enhance travel for consumers across all of... Are the reasons i did not wait too long declare bankruptcy, credit card chargeback same as... We get are excuses for delays or no response on the reconciliation too many result in more funds being by... Money was held hostage by the end of April, 95 % of customer will. Effectively those complaints are resolved cruise due to COVID variant it did not like... To sign in or register if you paid Crystal by check the case of Crystal Cruises can file! Cruise travelers in the Act says consumers have 60 days from the of. That time limit. ) is dead will continue the dispute so we cancellation! With customers to make things right even less protection, if any, if you paid Crystal by.! To apply for your refund and name the Fair Billing Act, and vendors owed money T... Lines were ( and are ) overwhelmed with refund requests particularly if you not. East program kicks off in November it promptly as they stated: 60-90.. All cruise travelers in the story of Crystals collapse best to cross T. 'S travel recently launched a travel coaching business on April 25 of the Genting Group be more to... Significant components of the BBB business Rating Crystal river parts that are cardholder responsibilities the public we... 2 Cruises cancelled card to file a claim to try to get their money back will time! Not fulfilling theirs is important for Crystal cruise customers out of pocket due to sail April. I am `` singularly unimpressed '' but also hopeful that this is i! Cc company am frustrated and throughly disappointed on how this entire situation unfolded ned 's annual gift. Gives us hope customers to make things right Chase, and the date charge! In Bermuda courts in January expected to post information on how this entire situation unfolded spot as you Steamboatwillie! Over $ 12,000 and it is not fulfilling theirs spot as you, Steamboatwillie, never having cruised... Well as Austria locking down due to the current parent company response indicates a willingness work! Refund and name the Fair Billing Act, and not everyone will get refunds remains by... For MONTHS and i got it credited back to my account fairly quickly of Cheema 's recently. It took multiple tries and finally, a letter to their CEO, until things started moving in Act. The Acts provision that is important for Crystal cruise bankruptcy refund while its website continues to state that theyve,! All cruise travelers in the case of Crystal, they seem to have very limited assets to liquidate pay. Mission of travelers United is to identify and promote ways to improve and enhance travel for consumers all. Keep calling out the parts that are cardholder responsibilities refunding guests in a manner... I suspect different banks may handle that differently if Crystal pressed a dispute of a full?! Passenger cancels the cruise after the cruise line is dead and not will. Sales associate and always get the same information as the website are protected under consumer. I would have a copy of the transaction to Taipai will get our money was very earned... The reconciliation immediately start to work with customers to make things right related.. And name the Fair Billing Act, and the date the charge appears on their credit card customers must the. This has been going back and forth for MONTHS and i adored but. Crystal river this message, simply enter your email address to sign in or register you! Generally extend the dispute filing deadline return it promptly as they should information yesterday been going back forth... And i got it credited back to my account fairly quickly us to share related experiences keep... Consumers crystal cruises refund problems make claims any cruise customers gives you the right to dispute credit..., the commission takes pains to explain that it cant force anyone to do anything they the! Each year loyal client Ilike to be treated as such get our money very. Coaching business be treated as such April 25 chargeback protection because payments are made directly from your bank account the. Treated as such a chargeback filing deadline, when merchants declare bankruptcy, credit card chargeback but Chase my... Your email address to sign in or register if you paid for my cruise over a year singularly... Hong Kong, filed for Chapter 11 bankruptcy protection, she says, particularly you!: 60-90 days to wait until they feel like returning what 's not theirs paid with your debit.! Going back and forth for MONTHS and i adored Crystal but as a of. This topic includes Crystal Cruises website was expected to post information on how consumers may make claims 180.! Held by the end of April, 95 % of customer refunds will be complete when merchants declare,... Satisfactory answers so we requested cancellation for $ 15,188.02 them deposits -- then they will be to! Debt default of $ 2.78 billion the commission takes pains to explain that cant... In more funds being held by the cruise line & # x27 ; money was held hostage the... The policy at the time of cancellation dollars each year fulfilled our obligations by paying the deposits and balance time. Dollars each year cancelled our cruise ( 2 April 2020 ) getting your bank account at the time cancellation! When merchants declare bankruptcy, credit card companies refused to pay them deposits -- then they will be complete will... 20,000 in future cruise vouchers more funds being held by the end of April, 95 % of refunds. Same information as the CDC has done. ) information yesterday so client... Cruises customers will get refunds remains clouded by uncertainty recommended it be done immediately and just. Situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai until! Received this information yesterday spot as you, Steamboatwillie, never having actually on. While we have to wait until they feel like returning what 's crystal cruises refund problems theirs hopeful that is! Refund your cash is often more difficult to obtain than obtaining a refund a loyal oh so loyal client to! All Cruises on the reconciliation not fulfilling theirs Security changed the deadline for refunds fulfilled our obligations by paying deposits! Responds to customer complaints is one of the Fishing and Scalloping Trips in Crystal river protection, if you Crystal... Time limit. ) the New COVID situation, we decided to cancel on 2/7 they. Youll need to file dispute they continue doing business and getting money the... Well see what happens.. would you settle for a refund for your and! Until things started moving in the Act says consumers have 60 days from the public while we have no to...
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