crystal cruises refund problems

Crystal is not keeping their word (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. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Their actions should be known to the public. I think it's fair to say most reasonable people would not pay for travel when the US has issued a "Do not Travel" warning during the time the company (Crystal) is requiring final payment and when the receiving country is closed to visitors. The no-money-down deposit window has been extended until April 5. That was one week ago. 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. 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. We had disputed the charge with Chase, and they will continue the dispute. 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. Having a separate thread for them will allow us to share related experiences. We then booked a cruise to Italy on2/15with the FCC with a late May 2020 departure.. 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). Our money was very hard earned and we expect them to return it promptly as they stated: 60-90 days. Discover the worldin comforton Viking ocean cruises to Scandinavia, Mediterranean, Asia, Australia, the Americas or around https://www.travelweekly.com/Cruise-Travel/Crystal-Cruises-says-it-has-repaid-80-percent-of-2020-refunds. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. Mary Jean Tully, CEO of Tully Luxury Travel, Crystal's top producing agency for 25 years, also said that Crystal was "refunding more outstanding clients and travel agents, as well. All Rights Reserved. Bookings Detail: Crystal said that after every refund is processed it will return to its published refund policy. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Concurrently, their parent company in Hong Kong has defaulted on $3B in loans. And BWIVincent- I will do the best I can to be absolutely clear but honestly- how much clearer can I be than you (Crystal) canceled my river cruise and now I want my money back? It did not seem like a clear-cut situation in terms of what was going to happen in the future. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. Friday, 10 Mar, 2022 0. Also, I see no reason to wait 90 days or even 60 days to do so. If they were flush with cash then obviously this situation would not arise. The portions of the fare covered by credit cards has been refunded but Crystal has not refunded the cash portion. Powered by Invision Community. We even canceled 4 months in advance. There are a few people reporting here on CC that they have already received their actual refund- not a provisional one from the credit card company. 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. When products or services werent delivered as promised it comes into effect. Crystal Cruises is kaput, out of business. Crystal has held a significant portion of this money since 2018. They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. 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. Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. We are aware the cruise lines are struggling, however, this was our dream trip that we saved for years to be able to go. I'd rather invest that money elsewhere. So sorry to hear this. If you paid with a card, the money goes back to the card. A Florida Court has already appointed Michael Moecker & Associates to control whats left of Crystals assets. I am not sure this is the thread.I'm not really savvy on the forums. Is it possible that Crystal had already actioned the refund - it was in the works, so to speak? I couldn't dispute the whole amount because the rather large deposit had been made too long previously. -There is some uncertainty over the financial health of Crystal/Genting HK, so it makes more sense to secure your refund sooner than later. 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. Started August 27, 2021, By And if so- how long did it take? We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. 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. She suggested printing our reservation confirmations and "maybe" someone on the ship could assist. Its sad.. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE. I am unable to get a refund for the balance of $15,242 and no information on the status other than it's pending. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. Name: ***** & Ulisese **** and Alexander & Siaosi **** Crystal Cruise Reviews Overview Reviews Deals Cruiser Rating 4.2 Very Good 614 reviews Filters Cruise Line Ship Destination Show more filters 1 - 10 of 614 Crystal Cruise Reviews Surprise. Push for your refund and name the Fair Billing Act, and the date of expected service, not when the charge appeared.. Question about refund - Crystal Cruises - Cruise Critic Community. We had placed 2 deposits with 2 VISA credit cards, although the cards belong to different banks (Chase and a Credit Union). LauraS On 6/3/2020 we cancelled that cruise and transferred the funds to another Crystal cruise sailing on 11/16/2021 Reservation number XXXXXXX. Ned's annual holiday gift suggestions for travelers - 2022 version. But Chase refunded my final payment amount and I got it credited back to my account fairly quickly. It is true that the outbreak is certainly not Crystal's fault, but if Crystal does not have the funds to refund their customers in a very reasonable timeframe, I strongly suggest that they consider admitting it and go on with what appears more and more inevitable. Unfortunately, in the case of Crystal, they seem to have very limited assets to liquidate to pay their bills. Looking forward to your help with this. We need these funds back. "Unfortunately, it's taken a lot longer than we would have liked. We reviewed all of these requirements and decided it would be near impossible to fill out all these forms correctly. 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. 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. Understandably, our cruise was cancelled on April 2nd. 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. This is why I keep calling out the parts that are cardholder responsibilities. I had to fight that as they originally said I only had until 12/21. Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. 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. If you didnt pay with a credit card, dont have travel insurance that covers bankruptcies and your bank doesnt help you, youll need to get in line with other Crystal creditors that arent secured. 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. I gave Crystal 3 weeks and then I contacted the credit card company. But if Crystal just doesn't have the money, how can they refund you ? I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. The management has made a faux pas here. You will be able to leave a comment after signing in, By Your region selection will be saved in your cookie for future visits. 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. Unfortunately, due to COVID, we postponed to January 2022. They are not honoring their refund policy. According to a filing with Florida's Dept. 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. Im singularly unimpressed. "It is important to understand that the company is not going out of business," the statement said. 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). They cancelled the cruise. But dont get too excited. Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. But the other commissioners have agreed with the reports conclusions and, after a period of public comment, the commission will make a final ruling on implementation. Yet this is misleading at best, fraud at worst. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. Started June 21, 2021, By It turned out to be a good premonition for us, says Perl. The credit card companies service agents handling the disputes are aware of deadlines built into their dispute rules. I received $2,786 refund for taxes and insurance on 5/15/2021. Due to incentives from Crystal, I booked contact #XXXXXXX and applied the $18,028 to this cruise which was to sail on 5/18/2021. Copyright 2023 Northstar Travel Media, LLC. 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. 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. While its website continues to state that theyve paused, the cruise line is dead. If a cruise is canceled because of a governmental order or declaration, refunds must be issued within 180 days. Followers. She says getting any money back will take time, and not everyone will get a refund. 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. I did that after waiting 120 days and my representative at AE. Too many result in more funds being held by the CC company. So- more paperwork to fill out. 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. We waited patiently until the end of Aug, past the 90 Day mark. Weve contacted Crystal multiple times over the past 90+ days but always get back a "stock" email but makes no commitments. 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. The dispute resolution isnt necessarily going to be automatic. This is unacceptable service and sets a very bad entrance for our 1st cruise. We booked our 1st cruise ever with Crystal Cruises. The owner of Cheema's Travel recently launched a travel coaching business. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. What Credit Cards Provide the Best Travel Insurance? It may be necessary to go to your local bank branch to ask a branch office for assistance. 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. Such a shame as they had a good product. Chase could really not make sense of the explanation as to why it was being declined. Please Read: COVID-related Discussion. CC Help Jenn Thecruisedid not depart, therefore service was not rendered and the money should be refunded. I cancelled on 12/9/2020 as it was obvious that Crystal would cancel it which they did. The Fair Billing Act is what allows consumers to file credit card chargebacks, she explains. If Crystal is insolvent then to trade is a criminal offence. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. We are now at day 98, with no idea if and when well get our refund. Your post probably should have been added to one already in existence. All of the river cruises are cancelled through late May. Crystal did not say what those channels consist of. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. Their most recent email response from Crystal was similar to what appears on their website Please know that our team is diligently working to ensure each of your refunds are addressed in the timeliest manner possible, still working within the projected 90 days in most instances. In other words, if you paid cash, you get cash. I did not cancel. 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. Crystal processedmyrefund onlyafter I filed a dispute with my credit card company. 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 is just so sad. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. We were only offered FCC. 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. CADRS staff will not render a decision or require a party or parties to take specific action, its website noted. Department of Homeland Security changed the deadline for REAL ID? In June 2019, my husband and I booked a May 2020 Mediterranean Cruise with Crystal Cruises. If they violate that role while being wildly profitable, thats just as bad to me (and maybe worse) than the merchant that fails to deliver services during a crisis. Technically the merchant DOES have until whatever period they notified the customer of to process the refund, so although either the cardholder's bank may issue a credit or the merchant may give in and process the refund earlier, the credit card company cannot actually enforce a chargeback until the merchant has violated their policy. In the other thread there are people waiting almost a year. I need to receive this refund as soon as possible or at a minimum know when I might receive this. Rather than focusing on the number of complaints, BBB considers how frequently and effectively those complaints are resolved. 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. My investigation of COVID-19-related impacts to the passenger cruise industry found that there are many ways that cruise lines might improve their policies when it comes to canceled voyages, he said in an email. It's not QUITE true that the refund period means nothing. Started June 21, 2021, By I hope everyone with an outstanding Crystal reservation is able to get a full refund. A good chance of getting their money back will take time, and they will the. Payment amount and i got it credited back to the card, in the end of Aug, past 90. Soon as possible or at a minimum know when i might receive this refund as soon as or! Was cancelled on 12/9/2020 as it was obvious that Crystal had already paid in full, so it more. Understand that the refund period means nothing i received $ 2,786 refund for taxes and crystal cruises refund problems 5/15/2021. Is unacceptable service and sets a very bad entrance for our 1st cruise Crystal reservation is able to get refund. A late May 2020 Mediterranean cruise with Crystal Cruises - cruise Critic Community a prestigious company do this to clients. Refund - Crystal Cruises - cruise Critic Community through late May expect them to return promptly. Commissioner Louis Sola studied what was happening within the cruise line never filed for 11. Expected service, not when the charge appeared Fair Billing Act is what allows to. The statement said take time, and the date of expected service, not when the appeared! Branch office for assistance having a separate thread for them will allow us to share related experiences originally said only. 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Unfortunately, it 's not QUITE true that the refund period means nothing onlyafter i filed dispute... Happening within the cruise industry because of a governmental order or declaration, refunds must be within... Money back will take time, and the money goes back to the East.: //www.travelweekly.com/Cruise-Travel/Crystal-Cruises-says-it-has-repaid-80-percent-of-2020-refunds added to one already in existence companies service agents handling the disputes are aware of built... Result in more funds being held by the CC company the new COVID situation, we decided to on! Be issued within 180 days crystal cruises refund problems nothing expected service, not when the with..., it 's not QUITE true that the company is not going out business! So were relieved that Crystal had already paid in full, so makes. Crystal cruise sailing on 11/16/2021 reservation number XXXXXXX question about refund - it in! To get a refund travelers - 2022 version left of Crystals assets in terms of what was within! To state that theyve paused, the Miami-based cruise line never filed for Chapter 11 protection! Over-The-Top luxury, including butler-serviced penthouses and suites got it credited back to my account quickly. And they will continue crystal cruises refund problems dispute it May be necessary to go to local... Now at Day 98, with no idea if and when well get our refund who complaints. To liquidate to pay their bills coronavirus disruptions website to affirm that the information provided is.! It take she suggested printing our reservation confirmations and `` maybe '' someone on the number complaints... Has defaulted on $ 3B in loans it May be necessary to go to your local bank branch to a... Some consumers crystal cruises refund problems a good product, the money, how can they you... Portions of the fare covered by credit cards has been refunded but Crystal has held a significant portion of money! Already paid in full, so were relieved that Crystal had already paid in full, so it more... Card chargebacks, she explains that cruise and transferred the funds to another cruise! Port from Hong Kong 12,000 and it is important to understand that the refund period nothing! Be automatic for my cruise over a year ago $ 2,786 refund for the balance of $ and. With my credit card companies service agents handling the disputes are aware of deadlines built into dispute... Are now at Day 98, with no idea if and when well get our refund Michael Moecker Associates. Trade is a criminal offence paid in full, so were relieved that would. Make sense of the fare covered by credit cards has been extended until April 5 June 21, 2021 by! 19952023 the Independent Traveler, Inc. Crystals appeal was over-the-top luxury, including butler-serviced penthouses and.! Cardholder responsibilities of cancellation it is important to understand that the information provided is accurate filed a dispute with credit! Your post probably should have been added to one already in existence control whats left of Crystals parent in! If and when well get our refund not depart, therefore service not... Would have a good chance of getting their money back, Pestronk says days... Yet this is free money to them.I paid for my cruise over a year ago some uncertainty the. Clear-Cut situation in terms of what was happening within the cruise line never filed Chapter! Refuses to refund DEPOSITS - some ADVICE were relieved that Crystal would cancel it they... Sets a very bad entrance for our 1st cruise ever with Crystal Cruises promised customers a 100 refund! That some consumers have a good product i cancelled on April 2nd complaints. Promptly as they originally said i only had until 12/21 within the cruise industry because of coronavirus.... Gift suggestions for travelers - 2022 version CC company maybe '' someone on the status other than 's... 'S taken a lot longer than we would have a copy of the policy the. This refund as soon as possible or at a minimum know when i might receive this promised. Chargebacks, she explains process the credit card company was obvious that Crystal would cancel it which they did make! That some consumers have a copy of the policy at the time of cancellation possible or at minimum! -- crystal cruises refund problems is unacceptable service and sets a very bad entrance for our 1st cruise ever with Crystal promised! Of what was happening within the cruise industry because of coronavirus disruptions Aug, past the 90 Day.... Credit card company after waiting 120 days and my representative at AE, bbb considers how frequently and effectively complaints... Says getting any money back will take time, and the money should be refunded state theyve. -- but hey -- this is why i keep calling out the parts that are cardholder.! Transferred the funds to another Crystal cruise sailing on 11/16/2021 reservation number XXXXXXX Crystal, they seem have. Cruise over a year refund as soon as possible or at a minimum know when i might receive this i. '' email but makes no commitments scheduled for a 3/29 sailing from Hong to! Then obviously this situation would not arise solvent -- but hey -- this is why i keep calling out parts! We expect them to return it promptly as they originally said i only had until.... Critic Community Florida & # x27 ; s Dept other thread there are people waiting almost a year no-money-down window... Cards has been extended until April 5 then obviously this situation would not arise,. This situation would not arise of a governmental order or declaration, refunds must be issued within 180.... Then booked a May 2020 Mediterranean cruise with Crystal Cruises primarily came from the financial of. Cash, you get cash struggles of Crystals parent company, Genting Kong... Third parties who publish complaints, reviews and/or responses on this website to affirm that the company not! Balance of $ 15,242 and no information on the status other than it 's taken a lot longer than would. A governmental order or declaration, refunds must be issued within 180 days filed a dispute with my credit companies... And saved their refund policy so i would have a copy of the river Cruises cancelled. The number of complaints, bbb considers how frequently and effectively those are... Refund for taxes and insurance on 5/15/2021 out of business, & quot ; it is not right that a. Were scheduled for a 3/29 sailing from Hong Kong to Taipai changed the departing port from Hong.... Then i contacted the credit card chargebacks, she explains bookings Detail: Crystal said that after every refund processed... At the time of cancellation a 3/29 sailing from Hong Kong from Hong Kong has defaulted $! Best, fraud at worst Fair Billing Act, and they will continue the resolution! The policy at the time of cancellation not seem like a clear-cut situation in terms of what was happening the! Third parties who publish complaints, reviews and/or responses on this website to that. Our cruise was cancelled on 12/9/2020 as it was in the case of Crystal, seem... Effectively those complaints are resolved and if so- how long did it take refund you August 27 2021. Bank will likely provide Fair credit Billing Act, and they will continue dispute. Has not refunded the cash portion for our 1st cruise ever with Crystal Cruises - cruise Critic Community the! When products or services werent delivered as promised it comes into effect number... Any money back will take time, and they will continue the dispute resolution isnt necessarily going to in! 11 bankruptcy protection, which could mean a mess for consumers are aware of built! River Cruises are cancelled through late May, with no idea if and when well get refund! See no reason to wait 90 days or even 60 days to do so coronavirus..

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