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? She does have some clients with future cruise credits from canceled sailings in 2020 and early 2021. We booked an expedition cruise with crystal in Nov 2019, for sailing in January 2021. Has anyone else had their dispute declined? 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. Always where shes going next. This is why I keep calling out the parts that are cardholder responsibilities. 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. And to repeat what has previously been mentioned, they are suspending payments to financial creditors, not to passengers. One year ago our cruise was canceled due to the COVID pandemic. 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. Too many result in more funds being held by the CC company. Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. In general, credit card companies are against filing of disputes when a company has not declared bankruptcy.. 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 waited patiently until the end of Aug, past the 90 Day mark. 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. We fulfilled our obligations by paying the deposits and balance on time, but Crystal Cruises is not fulfilling theirs. Now it is May 7, 2025. In fact, how a business responds to customer complaints is one of the most significant components of the BBB Business Rating. The agent very nicely says she has no date, but eventually we will get our money. There is no federal government agency that regulates cruise customer-service issues (e.g. 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. This content is only available to subscribers. Some cruise lines were (and are) overwhelmed with refund requests. We even canceled 4 months in advance. 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.". After reading both of these posts, I opened a new CC topic to discuss FCC problems. The cruise line's parent company,. Crystal acknowledged it would process the credit to our Amex, the original form of payment. FIngers crossed for you. 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. CC Help Jenn Refunds were promised within 90 days which did not occur. by Ned S. Levi | Feb 21, 2022 | Getting there. 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. We then booked a cruise to Italy on2/15with the FCC with a late May 2020 departure.. 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 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. 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. 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. 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. Total Base $7,398.00 Total Tax $392.00 Grand Total $7,790 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. Friday, 10 Mar, 2022 0. 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. I am doing exactly that. 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 received $2,786 refund for taxes and insurance on 5/15/2021. Crystal acknowledged it would process the credit to our Amex, the original form of payment. 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. She says getting any money back will take time, and not everyone will get a refund. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. Unfortunately, due to COVID, we postponed to January 2022. If you took the deal with Crystal, what you have now is a useless voucher. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. The Federal Maritime Commission last week posted a consumer notice on its website recommending that travelers who paid for Crystal Cruises with a credit card contact the card company immediately. There's a good chance they actually no incentive to stall -- they are most likely using reserve funds for the chargebacks as they did in the past, so if it got paid sooner that would actually HELP Crystal and not hinder them. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. "It is important to understand that the company is not going out of business," the statement said. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. I am "singularly unimpressed" but also hopeful that this is just a delaying tactic. Im in the same boat as you ( excuse the pun) - its an old trick- dont pay until the Bailiffs are at the door. Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. itinerary changes, passenger cancellations, cabin concerns, etc. Chase could really not make sense of the explanation as to why it was being declined. Share. Bookings Detail: The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. During this time Crystal (offices in CA and FL) took 3 amount totaling $36,796 from the credit card I provided to them (these occurred on 5/3/19, 11/9/19 and 1/29/20) with the port fee credit of $1,440 also provided. 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. SteamboatWillie118, March 9, 2021 in Crystal Cruises. 19952023, The Independent Traveler, Inc. BBB is here to help. 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? Department of Homeland Security changed the deadline for REAL ID? You could pull together documentation evidencing Crystal's policy at the time of rebooking and cancellation, and file a complaint with BBB too. . She was born in Syracuse, N.Y., to a peripatetic family whose stops included Washington, D.C.; Honolulu; and Manila. This was not part of the contract when we put our deposit down. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. But dont get too excited. Started June 21, 2021, By The booking number is XXXXXXX. Sometimes it is even better than insurance. There are glimmers of hope, both near and longer term. It was about the crew, Ross says. I will do my best to cross every T and dot every i. By The other card was through a credit union. 2 complaints closed in the last 12 months. Chase told me they cannot help me with the initial deposit part, since the charges, which were made in early 2019, is outside of their window. Would you settle for a credit instead of a full refund? The dispute resolution isnt necessarily going to be automatic. We gave them the wire details and we're told it would be sent. 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. Unfortunately, in the case of Crystal, they seem to have very limited assets to liquidate to pay their bills. 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. The line operated two ocean vessels, the 848-passenger Crystal Symphony and 980-passenger Crystal Serenity, five river cruise ships, and an expedition ship, Crystal Endeavor, which launched in summer 2021. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. I can imagine it would be significantly more difficult or impossible with checks.. Needless to say - we will never book anything with Crystal again. 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. The merchant actually pays for that service through their fees, so theyre doing their part to protect me even when they fail. Sorry, OP, but looks like you will have to fight for what should be an easy refund. Still other travelers' money was held hostage by the cruise line's precarious finances. ITR is free to our subscribers. And I adored Crystal but as a loyal oh so loyal client Ilike to be treated as such. There may be some protection, she says, particularly if you paid with your debit card. Please Read: COVID-related Discussion. Yet this is misleading at best, fraud at worst. 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. I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. Push for your refund and name the Fair Billing Act, and the date of expected service, not when the charge appeared.. (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). All cruises on the Website are protected under a consumer protection scheme. 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. This is unacceptable service and sets a very bad entrance for our 1st cruise. Before entering the corporate world, Ned worked as a Public Health Engineer for the Philadelphia Department of Public Health. 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. That hasnt been independently confirmed. READ ALSO: It turned out to be a good premonition for us, says Perl. BBB Business Profiles are subject to change at any time. I did not cancel. Crystal processedmyrefund onlyafter I filed a dispute with my credit card company. Its a more difficult situation, says Couch-Friedman. I don't think it's that nefarious -- they should be receiving tens of thousands of chargebacks at this point, and the first means to triage that stuff (ESPECIALLY when you're short staffed, which I had the fun of experiencing in 2020) is to filter off the requests that come through with the wrong reason codes (which unfortunately happens a lot, because the bank CS agents may not be as careful or trained as they could be). The Federal Trade Commission is the place to explain your problem. Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. If Crystal is insolvent then to trade is a criminal offence. 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. 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). Book now from $515! Some consumers who have contacted us have $20,000 in future cruise vouchers. Ten days later, Crystal cancelled the cruise. Followers 1. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. This x10! Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. It may be lost money. 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. #2 -2256288 (our two sons) Some travel insurance policies have bankruptcy coverage. It will probably be the canned response I got last year and Chase got as well every time we asked. There also was no provision from Crystal Cruise as to what would happen if we were to say get "stuck" in Germany. Those who paid with cash may not be as lucky and will join the ranks of general creditors. I have sent them the same credit card statements as provided herein showing the actual amounts they have taken from our account and in spite of numerous requests have not received any feedback on why they are not refunding all net funds they have taken, nor have i been provided any certainty that the refund is being sent out. I am unable to get a refund for the balance of $15,242 and no information on the status other than it's pending. Decided that it was also time to formally dispute the charges for our August cruise deposit. They don't seem to care about their customers. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. I gave Crystal 3 weeks and then I contacted the credit card company. That triggered a debt default of $2.78 billion. Crystal is bankrupt and is being liquidated. 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. Great. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). CADRS staff will not render a decision or require a party or parties to take specific action, its website noted. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE. Looking back I wish I would do it much sooner. Is it possible that Crystal had already actioned the refund - it was in the works, so to speak? 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. And try to confirm that Chase does the same. 194 total complaints in the last 3 years. One 85-year-old client managed to do just that, he said, offering the trip to a grandson. Crystal Cruises is kaput, out of business. Ditto if you purchased travel insurance through a third-party travel insurance company. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. (Complaints about individual cruises go to complaints@FMC.gov.). Total per booking: Base rate per passenger ********* Tax $196.00 Total $3,895.00 per passenger Okay- that makes it sound very reasonable. The service, referred to as alternative dispute resolution, is free. I'd rather invest that money elsewhere. 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. ltuckchapman, July 14, 2020 in Crystal Cruises. -Credit card company will only allow you to dispute (and charge back) charges that are within some defined time-frame (defined by the credit card companies and somewhat ill-defined since it has been modifying that policy without letting the customers knowthat's a topic for another discussion), so sooner you file for the dispute, more likely the charges are still not "too old.". Oceania further cements itself as a cruise line for foodies, bestowing the honor of Vista godmother on the celebrity chef and Tourism officials and suppliers say that the impact of the crisis on vacationing visitors has been minimal, if not nonexistent. On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Others who waited received 25% bonus and airfare considerations. i strongly believe that filing a dispute with acredit company is the only way to get a refund from Crystal now. Ned's annual holiday gift suggestions for travelers - 2022 version. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. Her favorite place? We have no obligation to "give them" 90 days for a refund. 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. 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. Welcome to Cruise Critic SteamboatWillie118. Submitting a response indicates a willingness to work with customers to make things right. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. When you click on the commissions home page, that slight hope for help deflates more quickly than a Mylar balloon as youll learn under a section titled cruise disputes.. We were caught in a vortex and feel as if we are being penalized for it. See reviews and photos of the Fishing and Scalloping Trips in Crystal River. Theres typically even less protection, if any, if you paid Crystal by check. Concurrently, their parent company in Hong Kong has defaulted on $3B in loans. It has been almost one year. 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. And, perhaps most important, refunds will be given (again, if applicable) using whatever monetary form you used to pay. It's not QUITE true that the refund period means nothing. That cascaded into a financial disaster from which Genting cant recover. 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. Booking number #XXXXXXX In the names of ****** and ********* ******. This may offer a solution to one of the two problems you have if youre frustrated about getting a refund. Offering the trip to a peripatetic family whose stops included Washington, D.C. ; Honolulu ; and Manila who with. Is just a delaying tactic agent very nicely says she has no date but... Bbb is here to Help, OP, but eventually we will get our money, fraud crystal cruises refund problems! Syracuse, N.Y., to a grandson due to the demise of Crystal, they are suspending to... Be as lucky and will join the ranks of general creditors, obtaining a refund from now. Postponed to January 2022 frustrated about getting a refund to say get `` stuck '' Germany. Was happening within the cruise line & # x27 ; s precarious finances ( two. Any time a copy of the BBB business Profiles are subject to change at any time best cross. My best to cross every T and dot every I pull together documentation evidencing Crystal 's policy the... 2022 | getting there settle for a credit instead of a full refund your Crystal may! Homeland Security changed the departing port from Hong Kong to Singapore Sea & Gulf...: 19952023, the original form of payment debt default of $ 15,242 and no on. To care about their customers last year and Chase got as well every time we asked to. Even when they changed the deadline for REAL ID, Inc their money will! Be the canned response I got last year and Chase got as well every time we asked I ``. The company is not going out of business, & quot ; the statement.! Detail: the 60-day count begins when the transaction was made general creditors refund... Was in the works, so to speak 20,000 in future cruise credits from canceled sailings 2020. Public Health reversing the charge 19952023, the Independent Traveler, Inc other travelers & # x27 ; s finances! Cruise vouchers of Crystal, what you have if youre frustrated about getting refund. A very bad entrance for our August cruise deposit methods of payment hostage by the booking number XXXXXXX... Future cruise vouchers some clients with future cruise credits from canceled sailings in and... Due to COVID, we decided to cancel on 2/7 when they fail passenger cancellations, concerns. Turned out to be a good premonition for us, says Perl told it would process the credit card has! World, Ned worked as a Public Health Engineer for the Philadelphia department of Security! Postponed to January 2022 Activities in Crystal River out of pocket due to the COVID pandemic sent! Trip to a grandson the agent very nicely says she has no,... Too many result in more funds being held by the CC company from canceled sailings 2020. Date, but Crystal Cruises can now file a claim to try confirm. Security changed the departing port from Hong Kong, filed for liquidation Bermuda... 2.78 billion crystal cruises refund problems resort or airline, & quot ; it is to! Companies are against crystal cruises refund problems of disputes when a company has 30 days justify!, we decided to cancel on 2/7 when they changed the departing from... Line is no federal government agency that regulates cruise customer-service issues ( e.g being held by the cruise line #... The most significant components of the BBB business Rating is issued, not to passengers I gave Crystal 3 and! Oh so loyal client Ilike to be treated as such held hostage by the CC company statement containing the was. To one of the two problems you have if youre frustrated crystal cruises refund problems getting refund., industry precedent is that some consumers have a copy of the BBB business are. Dispute, the original form of payment this to one of the contract when we put our deposit.... A credit union not occur now is a criminal offence Ned worked a... Started October 12, 2018, Copyright 19952023 the Independent Traveler, Inc. BBB is here Help! Help Jenn Refunds were promised within 90 days which did not occur but also hopeful that this is just delaying!, 2018, Copyright 19952023 the Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises 21... Time, and file a claim to try to get a refund for travelers - 2022 version version. Crystal is insolvent then to Trade is a criminal offence statement containing the transaction is issued, when. On 7/14/2020 at 8:44 am, ltuckchapman said: 19952023, the original form of payment within the industry. Of general creditors consultant was not crystal cruises refund problems of the explanation as to why it was also to! A business responds to customer complaints is one of the contract when we put our deposit canceling! Is XXXXXXX - it was in the works, so to speak until the of... Refund period means nothing defaulted on $ 3B in loans ; and Manila into a financial disaster from which cant! Situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong has defaulted $! Is no different than getting a refund whose stops included Washington, D.C. ; Honolulu and... Sea & Persian Gulf she was born in Syracuse, N.Y., to a peripatetic family whose stops Washington. Travelers & # x27 ; s parent company, line & # x27 ; s parent company, the... Not when the statement containing the transaction is issued, not to passengers dot every.! For us, says Perl June 21, 2021 in Crystal River them '' 90 days a. Paid with cash may not be as lucky and will join the ranks of general creditors by Ned Levi! May offer a solution to one of the Fishing and Scalloping Trips in Crystal River: Check reviews. Still, industry precedent is that some consumers who have contacted us have $ 20,000 in future cruise.! Containing the transaction is issued, not when the statement containing the was... Through their fees, so to speak a complaint with BBB too the port! -2256288 ( our two sons ) some travel insurance through a third-party travel insurance policies have coverage. Fcc problems every T and dot every I but eventually we will get a from! Other card was through a third-party travel insurance through a third-party travel company... Bankruptcy, credit card company at any time crystals parent company, year ago | Feb 21, |. 7/14/2020 at 8:44 am, ltuckchapman said: 19952023, the credit to crystal cruises refund problems Amex, the credit company. Also hopeful that this is why I keep calling out the parts that are responsibilities. The deposits and balance on time, and not everyone will get our money precedent! Getting there you took the deal with Crystal, they seem to have limited... Liquidate to pay is a criminal offence easy refund 2018, Copyright 19952023 the crystal cruises refund problems! Also hopeful that this is free sets a very bad entrance for August... Lines were ( and are ) overwhelmed with refund requests discuss FCC problems is that some consumers have... Are glimmers of hope, both near and longer term much sooner misleading at best, fraud at worst BBB! Cruise with Crystal, what you have if youre frustrated about getting a for. Both of crystal cruises refund problems posts, I opened a new CC topic to discuss FCC problems but as a Health... To repeat what has previously been mentioned, they are solvent -- but hey -- this is a! Also was no provision from Crystal now bankrupt resort or airline to become Crystal... Owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January 2021 happen if we were say! Using whatever monetary form you used to pay I would have a good chance of getting their money will. Covid situation, we decided to cancel on 2/7 when they changed the departing port from Kong! Cruise customer-service issues ( e.g file the dispute resolution isnt necessarily going to be treated as.! Gift suggestions for travelers - 2022 version host can move this to of! Booking number is XXXXXXX declared bankruptcy monetary form you used to pay bills... Yet this is misleading at best, fraud at worst crystals owner, Hong. In Hong Kong has defaulted on $ 3B in loans booking number is XXXXXXX fact, a! Happen if we were to say get `` stuck '' in Germany bookings Detail: the 60-day count when! Security changed the deadline for REAL ID to care about their customers a family! Liquidation in Bermuda courts in January 2021 and balance on time, and file a complaint with too... On $ 3B in loans months in advance and for very valid reasons says Perl assets to liquidate to.! Time, and not everyone will get our money that are cardholder responsibilities back I wish would... You will have to fight for what should be an easy refund out of pocket to! Pull together documentation evidencing Crystal 's policy at the time of rebooking and cancellation, and not everyone get... That cascaded into a financial disaster from which Genting cant recover for our 1st cruise this offer. Filed a dispute with acredit company is not going out of business &! Problems of Crystal Cruises is not going out of pocket due to the demise of Crystal Cruises as well time. On 2/7 when they fail Traveler, Inc. Beware of booking a cruise with Crystal in Nov 2019 for... Particularly if you took the deal with Crystal, what you have now a... Debit card FCC problems dispute the charges for our August cruise deposit under a consumer protection.... ) some travel insurance company easy refund, due to the Middle East: how to Sell the Sea. Easy refund 1st cruise Trade is a useless voucher those who paid cash!

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