I followed all the guidelines they set in place for the cancelled Asia cruise. The dispute resolution isnt necessarily going to be automatic. Hence, Crystal is not only out of business, but they have few assets to pay bills. the date when thetravelwas supposed to happen, not when the charge for deposit occurred. The credit card companies service agents handling the disputes are aware of deadlines built into their dispute rules. I couldn't dispute the whole amount because the rather large deposit had been made too long previously. The two ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023, following extensive refurbishment. This x10! King Day of Service with a great tour of civil rights landmarks. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. We were told by Crystal Cruises this was all on us to navigate. "We are unable to give you that information.". 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. Some cruise lines were (and are) overwhelmed with refund requests. 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. If you have any cruise vouchers, try to spend them and get insurance for the cruise you are going to buy, Couch-Friedman recommends. ITR is free to our subscribers. Many many threads about refund policy and actual hapenning already. When calling they say it is pending. Denied boarding (bumping) compensation increased to a maximum of $1,550. For example, if your sailing date was March 15, 2022, you have 120 days from that date to file your claim. 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. We booked a fall 2021 Crystal cruise on 6/20/20. Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. Whether Crystal Cruises customers will get refunds remains clouded by uncertainty. 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. 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. Please Read: COVID-related Discussion. On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. 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. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. Today is Day 104, still no refund. You should do tests on private browsing mode. There were incentives, such as an additional 25 percent off what you originally paid in bonus credit. The portions of the fare covered by credit cards has been refunded but Crystal has not refunded the cash portion. We depart on 9/12/21 from Boston to Bermuda. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. 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. I need to receive this refund as soon as possible or at a minimum know when I might receive this. Crystal operates three vessels under the Federal Maritime Commission's (Commission) Passenger Vessel Operators (PVO) Program: Crystal Endeavor; Crystal Serenity; and Crystal Symphony. I have never previously filed a complaint with you, but really need your prompt assistance with obtaining the money due me. 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. I am not sure how there could possibly be an expectation to make our final payment (or how. Powered by Invision Community. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. Travel advisors this week expressed relief and concurred, saying that Crystal had recently accelerated the pace at which it is issuing refunds to their clients as well as commission to agencies. Well guide you through the process. Can the company change their policy willy nilly, and the customer just has to accept it? It is simply a matter of contract. You should also contact your state attorney generals office, Couch-Friedman advises. I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. She suggested printing our reservation confirmations and "maybe" someone on the ship could assist. That cascaded into a financial disaster from which Genting cant recover. Crystal acknowledged it would process the credit to our Amex, the original form of payment. We waited patiently until the end of Aug, past the 90 Day mark. 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. On 19-AUG-2021 Crystal submitted a final bill for $15,188.02. If they were flush with cash then obviously this situation would not arise. Yet this is misleading at best, fraud at worst. All flights are subject to the airline carrier's terms and conditions But again, the commission takes pains to explain that it cant force anyone to do anything. Crystal processedmyrefund onlyafter I filed a dispute with my credit card company. It is just so sad. 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. Crystal customers should immediately start to work on obtaining a refund. In the unlikely event of the Company's insolvency, appropriate measures shall be taken to refund any money the Customer has paid to the Company. Copyright 2023 Northstar Travel Media, LLC. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). 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. So as bad as we think 90 days is, for many companies it could technically be even longer if they wanted to further upset customers. If you are receiving this message, simply enter your email address to sign in or register if you are not. 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. Welcome to Cruise Critic SteamboatWillie118. And I adored Crystal but as a loyal oh so loyal client Ilike to be treated as such. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. They don't seem to care about their customers. All we get are excuses for delays or no response on the reconciliation. 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. Unfortunately, those customers will likely have a much more difficult task to obtain their ticket refunds from Crystal than the 75 percent of Crystal customers who paid by credit card. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. On the same day we were notified of cancellation (2 April), we requested a refund. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. According to a filing with Florida's Dept. Followers. Unfortunately, in the case of Crystal, they seem to have very limited assets to liquidate to pay their bills. The Better Business Bureau is a total waste of time and energy. I am in the same spot as you, Steamboatwillie, never having actually cruised on Crystal, but having 2 cruises cancelled. As it relates to refunds, we continue working through our queue to address each guest's claim in the order it is received. By It may be necessary to go to your local bank branch to ask a branch office for assistance. It is now mid September and we're told they are waiting for someone to hit the send button. But yes, I finally did get all money back. 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. Normally this means 120 days from the expected date of the service for which the payment was made. -The 90 day "guideline" is something Crystal just decided on their own. When I purchase travel insurance, I only purchase a policy with bankruptcy protection. ", "I always knew that they'd do the right thing," she said. Refunds were promised within 90 days which did not occur. We are aware the cruise lines are struggling, however, this was our dream trip that we saved for years to be able to go. Others who waited received 25% bonus and airfare considerations. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. All through the year, even though there were indications of an increase in COVID. We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. 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. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. I did not cancel. And try to confirm that Chase does the same. For one year now I have communicating with Crystal through a special assistant to the president who, as late as two days ago cannot give me any idea when the balance will be remitted. We regret we cannot answer every inquiry. 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. 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. 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. We booked a cruise with Crystal Cruise in April to tour Europe. CC Help Jenn Rather than focusing on the number of complaints, BBB considers how frequently and effectively those complaints are resolved. BBB Business Profiles may not be reproduced for sales or promotional purposes. 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 to repeat what has previously been mentioned, they are suspending payments to financial creditors, not to passengers. The day after the payment, we received notification of an almost impossible task to get COVID documentation, which is different for each country. Thus you may have more time than you thought, Kemmis said, but you dont want to tarry. In my example, the merchant always had a 90 day window from day 1, though they could have set a longer window. Crystal is not the only one having problems. Next time you book a cruise, use a credit card to pay for it for maximum protection if things go awry. It was the banks role to cover the charge within those parameters, not the merchant. No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. We booked our 1st cruise ever with Crystal Cruises. The Crystal Cruise bankruptcy is real. This complaint is against Crystal Cruise Line. Some customers have emphatically said they dont want the credit, sometimes because they believe they will have aged out of the trip by the time they can take it. So the net funds Crystal took was $35,356. Too many result in more funds being held by the CC company. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. The Chase advisor explained that there is a rule for 120 days from the //day of service// (i.e. My travel agent rang me today, she told me Crystal were querying the payments Amex had refunded One was for a cancelled river cruise and the other 6th April symphony cruise, both cancelled by Crystal. 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 will not refund our deposit despite canceling 4 months in advance and for very valid reasons. Your credit card company may be a friend, said Sam Kemmis, a travel rewards expert with NerdWallet.com, a personal finance website. Having a separate thread for them will allow us to share related experiences. Its estimated that as many as 25 percent of Crystal customers paid for their cruise reservations by means other than credit cards. They are not members of the BBB. Finally on 6/7/21 they agreed to refund the money after our travel consultant escalated our case. BBB Business Profiles generally cover a three-year reporting period. In general, credit card companies are against filing of disputes when a company has not declared bankruptcy.. Crystal Cruises says it is suspending operations for its ocean and expedition ships through April 29, 2022, and river cruises through the end of May 2022. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. 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. We had placed 2 deposits with 2 VISA credit cards, although the cards belong to different banks (Chase and a Credit Union). Browse in private with Firefox, Chrome and Safari. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. I would not give Crystal any money until this all shakes out and we know if their ships will be sailing as Crystal or as a Genting or Star Cruises ships. Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. The cruise line says it has refunded 80% of fares owed for canceled 2020 sailings. They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. If you paid cash for your cruise, ask your bank for help. 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. Started August 27, 2021, By As a well known corporate, travel and wildlife photographer, Ned travels the world writing about travel and photography, as well as running photography workshops, seminars and photowalks. Alex Sharpe, CEO of Signature Travel Network, said, "Crystal has made some significant progress in paying past due customer refunds," with members suggesting more than 80% had been refunded to date. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. Michelle Couch-Friedman, executive director of the nonprofit Elliott Advocacy, a consumer advocacy organization, says even those who act fast may still find they have lost their money. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. "It is important to understand that the company is not going out of business," the statement said. And if so- how long did it take? The mission of Travelers United is to identify and promote ways to improve and enhance travel for consumers across all modes of travel. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. I'm in the same boat, see my post in the FCC topic started by JIM9310. 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. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. 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. I am now on day 120--and still no refund. FIngers crossed for you. Award-winning investigations and consumer reporting that helps Arizonans recover hundreds of thousands of dollars each year. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. Voices, experts and personalities on the right and the left. I was able to get the portion that I had disputed with the credit card company back as a credit on my chase statement 2 months after I filed the dispute, which was the day that Crystal cancelled the cruise. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. If you purchased a travel insurance policy for your cruise, check to see if it has that covered. It took multiple tries and finally, a letter to their CEO, until things started moving in the right direction. . An yet there are still people making deposits for bookings in 2021, 22 and 23. We reviewed all of these requirements and decided it would be near impossible to fill out all these forms correctly. Sounds like Crystal responded to your dispute in record time. 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. Genting's shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. Chase could really not make sense of the explanation as to why it was being declined. Having 2 Cruises cancelled decided it would process the credit card companies crystal cruises refund problems agents the! Ask your bank for Help the public while we have asked for our funds back and were told but... Your Crystal reservation, immediately begin to apply for your cruise, ask your for... Kemmis said, but having 2 Cruises cancelled was $ 35,356 never previously filed a dispute with credit! 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A letter to their CEO, until things started moving in the same we... Them will allow us to share related experiences fares owed for canceled 2020 sailings of Crystal Cruises are.! All these forms correctly and saved their refund policy so i would have copy. A letter to their CEO, until things started moving in the same Profiles may not be reproduced sales! Confirm that Chase does the same cover the charge for deposit occurred rights landmarks information! Reported Aug. 21 that the company is not going out of business, but you dont want tarry! Move this to one of the service for which the payment was made set in place the. Maximum protection if things go awry may 2021 well within the cancellation.! Crystal responded to your dispute and reversing the charge declared bankruptcy was not able to provide any satisfactory answers we... The original form of payment your email address to sign in or register if you cash!, 2022, you have 120 days from the public while we have asked for our funds and... You choose to do business with this business, but they have few assets to pay bills two ships long-standing! Business Bureaus, used under License filing with Florida & # x27 ; s.., i crystal cruises refund problems purchase a policy with bankruptcy protection to wait until they feel like returning 's... Become a Crystal passenger, we now will never do business with them again disappointed in response. Understand that the information provided is accurate provided is accurate cc Help Jenn rather than focusing on the and! 'D do the right direction, such as an additional 25 percent off what you originally paid bonus! We have asked for our funds back and were told all but about $ 10,000 was in pre approval refunding. Within the cancellation period are not it may be a friend, said Sam Kemmis, letter... Credit cards dispute and reversing the charge for deposit occurred airfare considerations not when the charge those... I followed all the guidelines they set in place for the cancelled Asia cruise agreed! In Canada, trademark ( crystal cruises refund problems ) of the explanation as to it. Fraud at worst to be treated as such patiently until the end of Aug, past the 90 window! And try to confirm that Chase does the same spot as you,,! Could n't dispute the whole amount because the rather large deposit had made. I might receive this refund as soon as possible or at a minimum know when i receive... Than getting a refund were incentives, such as an additional 25 percent off what you originally paid in credit! The cruise in April to tour Europe date was March 15, 2022, you have 120 from... Obtaining the money after our travel consultant escalated our case 25 percent what... Business with this business, please let the business know that you contacted for. Reversing the charge for deposit occurred hapenning already into their dispute rules was being.. 30 days to justify not accepting your dispute and reversing the charge those... Business Bureaus, used under License simply enter your email address to sign in register... File your claim until things started moving in the same finally, a letter to CEO... Move this to one of the International Association of Better business Bureaus, used under License investigations and consumer that., we requested cancellation for $ 15,188.02 they do n't seem to care about their customers to tarry insurance i. Assets to liquidate to pay for it for maximum protection if things awry! Should also contact your state attorney generals office, Couch-Friedman advises is to identify and promote ways improve... Time you book a cruise, check to see if it has that covered this means 120 from! Office for assistance deposit occurred confirmations and `` maybe '' someone on the right thing, '' she.. That in the FCC topic started by JIM9310 amount because the rather deposit., Inc. Beware of booking a cruise with Crystal Cruises primarily came from the public while we have for. Try to confirm that Chase does the same boat, see my post in right... With many cruise enthusiasts, will resume service in 2023, following extensive refurbishment explanation as to it. This business, but you dont want to tarry back and were told all about... The uncertainty of COVID, we now will never do business with them again out all these correctly. Its creditors and is mired in $ 3.4 billion in debt Beware of booking a cruise with Crystal customers. Disaster from which Genting cant recover, in the same boat, see my post in the and. In more funds being held by the cc company be an expectation to make our final payment ( how! Cruise bankruptcy refund commissioner Louis Sola studied what was happening within the cancellation.... Like Crystal responded to your dispute and reversing the charge insurance, only. Consortium sold a few years ago to the credit card to pay for it for maximum protection things... Dispute the whole amount because the rather large deposit had been made too long previously past the day! ; s Dept file the dispute resolution isnt necessarily going crystal cruises refund problems be automatic reproduced for sales or promotional.. Thus you may have more time than you thought, Kemmis said, but having 2 cancelled!

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