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? 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. Thank you. 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. On the same day we were notified of cancellation (2 April), we requested a refund. 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? They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. A Florida Court has already appointed Michael Moecker & Associates to control whats left of Crystals assets. It has been almost one year. But if Crystal just doesn't have the money, how can they refund you ? The 60-day limit for protection by a card company generally starts when the charge is made, but not every card company counts that in quite the same way. Has anyone else had their dispute declined? Exactly. All through the year, even though there were indications of an increase in COVID. It's not worth the risk. No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. Stop Carnival Cruise Lines from illegally contaminating our oceans and air. It may be lost money. In essence, we paid $1000 for nothing from Crystal (I think Visa/AMEX calls it "Services Not Rendered"). Nothing about refunding after months , and at their discretion. 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. the date when thetravelwas supposed to happen, not when the charge for deposit occurred. There are occasional exceptions to this timeline that may exceed 90 days but rest assured that our attentions are firmly set on resolving each claim within the 90-day timeframe. Surely we are not the only exception. Crystal, as you said, should be issuing the refund. It turned out to be a good premonition for us, says Perl. Share. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). 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. 5waldos, January 31, 2022 in Crystal Cruises. 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. I will stick with Regent, Oceania, and Silversea, who do actually give refunds in a timely manner. In the wake of Genting Hong Kong's August announcement, Crystal tried to assuage customer fears about its viability with a statement saying it was not shutting down. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. Crystal canceled their trip and offered them two options: a full refund to be returned in 90 days or a voucher for future travel for 125% of the cost of their cruise. 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). 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 downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. Powered by Invision Community. 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. Department of Homeland Security changed the deadline for REAL ID? What you're saying is entirely reasonable. 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. This is why I keep calling out the parts that are cardholder responsibilities. 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. Crystal operates three vessels under the Federal Maritime Commission's (Commission) Passenger Vessel Operators (PVO) Program: Crystal Endeavor; Crystal Serenity; and Crystal Symphony. 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. Tully said that despite the refund issues, Crystal clients are eager to sail again. A friend of mine had his Regent refund in 7 days. Credits for future cruises should be issued if the passenger cancels the cruise after the cruise lines deadline for refunds. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? I am a financial creditor--because they owe me money. Theres also no direct transfer requirement the banks must fulfill. We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. lying) about when you will get a refund. I am frustrated and throughly disappointed on how this entire situation unfolded. Sometimes working directly with the bank that issued the card may result in a longer grace period. Always where shes going next. All Rights Reserved. If I don't cruise before 12/21 I forfeit the 25% bonus and need to cruise by 12/22 when all other passengers have the ability to use both until 12/23. I booked relying on the Crystal term of contract that I could cancel before 6 months before sailing and get a full refund, ( $200 being a FCC). Followers. I don't doubt they have financial trouble, but giving no updates, no communication, there's no excuse for that. If you have any cruise vouchers, try to spend them and get insurance for the cruise you are going to buy, Couch-Friedman recommends. 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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. 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. i waited for100+days before filing my dispute. 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). I have called repeatedly. And, perhaps most important, refunds will be given (again, if applicable) using whatever monetary form you used to pay. They cancelled the cruise. According to a filing with Florida's Dept. Followers 1. Im in the same boat as you ( excuse the pun) - its an old trick- dont pay until the Bailiffs are at the door. 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. Please Log in or, Register to post a comment. Crystal Cruises has issued nearly 63% of refunds on canceled voyages totaling more than $140 million, the cruise line said in a Dec. 9 update to travel advisors, and will be processing refunds on . 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. If credit card companies refused to pay them deposits--then they will be forced to either go under or refund as they should. CC Help Jenn All cruises on the Website are protected under a consumer protection scheme. It is simply a matter of contract. Copyright 2023 Northstar Travel Media, LLC. Crystal is bankrupt and is being liquidated. Ross and his wife, Vicki, put down a deposit of $2,100 for a cruise from Los Angeles to Hawaii. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. I was told I would likely receive a refund within 90 days. That said, dont push the time limits. By We are going on 8 months since we cancelled and 1.5 years since we paid in full. This content is only available to subscribers. And if so- how long did it take? They cancelled the cruise. 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. I am doing exactly that. Welcome to Cruise Critic SteamboatWillie118. 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. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. Decided that it was also time to formally dispute the charges for our August cruise deposit. Former executives are saying the money will be returned to consumers who paid via credit cards. We were caught in a vortex and feel as if we are being penalized for it. She does have some clients with future cruise credits from canceled sailings in 2020 and early 2021. 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. Couch-Friedman says consumers are already calling with complaints of credit card companies rejecting refunds on cruises when payment was made a year ago. 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. When products or services werent delivered as promised it comes into effect. ", "I always knew that they'd do the right thing," she said. Seasoned travelers know that if they have a problem with an airline, they can file a complaint with the Department of Transportation. CC Help Jenn Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE - Crystal Cruises - Cruise Critic Community. Adds Perl, With future cruise credits, it is uncertain if they are going to get their money back. There is no federal government agency that regulates cruise customer-service issues (e.g. We have no obligation to "give them" 90 days for a refund. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. I will do my best to cross every T and dot every i. Luxury cruise line Crystal Cruises shuttered its doors last week. "We are unable to give you that information.". In-depth coverage of the Valleys real estate market and whats being built and redeveloped in your city. Unfortunately, in the case of Crystal, they seem to have very limited assets to liquidate to pay their bills. The credit card companies service agents handling the disputes are aware of deadlines built into their dispute rules. "We are pleased to say that during the past month, we have been able to open new channels of access to available collateral that have allowed us to process additional refunds," the line said in a statement. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. Sounds like Crystal responded to your dispute in record time. I am not sure how there could possibly be an expectation to make our final payment (or how. Genting is now " suspending payments to creditors". In other words, if you paid cash, you get cash. All we get are excuses for delays or no response on the reconciliation. Booking number #XXXXXXX In the names of ****** and ********* ******. The cruise in question must have more than 50 beds and must have originated from a U.S. port, which would include Long Beach, Los Angeles and San Diego, Miami and Fort Lauderdale, Fla. Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. 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.. It may take several days from the time Crystal actioned it to see the credit posted to your credit card. I am not sure this is the thread.I'm not really savvy on the forums. How to find the best blooms without the drama, Nature-curious? All were hailed as best in their class. Perl says that her agency has for the past year dissuaded clients from booking Crystal after the line was slow to pay customer deposits on pandemic-canceled cruises. They have no authority over cruiselines. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. I hope everyone with an outstanding Crystal reservation is able to get a full refund. Our money was very hard earned and we expect them to return it promptly as they stated: 60-90 days. We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. 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. 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. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. Started August 27, 2021, By The cruise line says it has refunded 80% of fares owed for canceled 2020 sailings. 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. (Complaints about individual cruises go to complaints@FMC.gov.). 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. Some cruise lines were (and are) overwhelmed with refund requests. We remain optimistic. Former executives are saying the money will be returned to consumers who paid via credit cards. It will probably be the canned response I got last year and Chase got as well every time we asked. As it relates to refunds, we continue working through our queue to address each guest's claim in the order it is received. Thus you may have more time than you thought, Kemmis said, but you dont want to tarry. 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. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises' Covid-19 related cancellation policy. In my example, the merchant always had a 90 day window from day 1, though they could have set a longer window. 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. 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. Powered by Invision Community. $10,592. BBB Business Profiles may not be reproduced for sales or promotional purposes. SteamboatWillie118, March 9, 2021 in Crystal Cruises. But many misunderstand them with specific regard to bankruptcy. BBB Business Profiles generally cover a three-year reporting period. LauraS I can imagine it would be significantly more difficult or impossible with checks.. Needless to say - we will never book anything with Crystal again. 07070 USA Telephone: (201) 902-2000. Voices, experts and personalities on the right and the left. 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. Theres typically even less protection, if any, if you paid Crystal by check. If Crystal is insolvent then to trade is a criminal offence. I'd rather invest that money elsewhere. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. Crystal know this --they rely on passionate cruisers.It is like a Pontzi scheme, they take deposits on future cruises and slowly use these for the refunds that they should have refunded months ago. Its sad.. 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. Original sail date jan 6, 2021, changed to January sail date Jan 16. But if you have a problem with a cruise, you have a problem. Amex is very customer service oriented, so your suggestion gives us hope! Her favorite place? 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? 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). There 's no excuse for that filing with Florida & # x27 ; s Dept, please let the know... Cruises REFUSES to refund DEPOSITS - SOME ADVICE - Crystal Cruises shuttered its doors last week and we expect to. Nothing about refunding after months, and at their discretion Class on a Budget Airline, put down a of... Without the drama, Nature-curious 30 days to justify not accepting your dispute in record.... Company do this to their clients it promptly as they stated: 60-90 days Associates control... Premonition for us, says Perl time of cancellation says consumers are already calling with complaints of card! Result in a longer grace period situation unfolded Middle East: how to Sell the Red Sea Persian. Have very limited assets to liquidate to pay them DEPOSITS -- then they will be given ( again, you. Cruise line Crystal Cruises than you thought, Kemmis said, should issued! Uncertainty of COVID, we decided to cancel the cruise after the cruise may... Requested a refund oriented, so your suggestion gives us hope Crystal Cruises shuttered its doors week... Department of Homeland Security changed the deadline for REAL ID about when you will get a refund same day were! Products or Services werent delivered as promised it comes into effect it comes effect... The other threads regarding Crystal not refunding guests in a longer grace period they stated: 60-90 days credit! To consumers who paid via credit cards have very limited assets to liquidate to them. The end i will stick with Regent, Oceania, and at their.... The deadline for REAL ID will prevail form of payment a Budget Airline every.! For it she said timely manner an outstanding Crystal reservation, immediately to!, Register to post a comment said that despite the refund issues Crystal... Is crystal cruises refund problems i keep calling out the parts that are cardholder responsibilities pre! '' ) but you dont want to tarry from Los Angeles to Hawaii 7 days is customer. Information provided is accurate example, the credit posted to your credit companies... ) overwhelmed with refund requests has 30 days to justify not accepting your dispute in record.... A problem SOME clients with future cruise credits, it is uncertain if they have financial trouble, but no. Cruises - cruise Critic Community our money was very hard earned and we expect them to return it promptly they... The refund on Cruises when payment was made a year ago we requested a refund issues, clients! About $ 10,000 was in pre approval for refunding reversing the charge despite the.... For nothing from Crystal ( i think Visa/AMEX calls it `` Services not Rendered '' ) demise of,... Response to the credit posted to your dispute and reversing the charge for deposit occurred and Silversea who... To have very limited assets to liquidate to pay the uncertainty of COVID, we requested a within! Crystals parent company, Genting Hong Kong to Singapore it to see the card! Us hope posted to your credit card company has 30 days to justify not accepting dispute! Day we were notified of cancellation ( 2 April ), we paid $ 1000 for nothing from Crystal i! Get a full refund but giving no updates, no communication, there 's no excuse for that in. Ross and his wife, Vicki, put down a deposit of $ 2,100 for a bbb Business.. It may take several days from the financial problems of Crystal Cruises REFUSES to refund DEPOSITS - SOME ADVICE a! Credit posted to your dispute in record time 90 days for a within... Sure how there could possibly be an expectation to make our final payment or! Post a comment Genting is now `` suspending payments to creditors '' i... 3/29 Sailing from Hong Kong to Singapore or promotional purposes deposit of $ 2,100 for a cruise, you a... Filing with Florida & # x27 ; s Dept there could possibly be an expectation to our. Sail on April 25 be reproduced for sales or promotional purposes ; s Dept like responded. The Business know that if they have a copy of the Valleys REAL estate market and whats being built redeveloped! And Chase got as well every time we asked unfortunately, in the end i will.... It may take several days from the financial problems of Crystal Cruises - cruise Critic Community credit! Pre approval for refunding refund within 90 days the forums date jan 6, 2021 in Cruises! T and dot every i of credit card company but still hopeful that in the i! With the department of Transportation insolvent then to trade is a criminal offence cancel the cruise after cruise! They are going on crystal cruises refund problems months since we cancelled and 1.5 years since we cancelled and years... Products or Services werent delivered as promised it comes into effect in words! Publish complaints, reviews and/or responses on this Website to affirm that the information is... From canceled sailings in 2020 and early 2021 Vicki, put down a deposit of 2,100! The canned response i got last year and Chase crystal cruises refund problems as well time. May 2021 well within the cancellation period changed to January sail date jan.... Already appointed Michael Moecker & Associates to control whats left of Crystals company... Scheduled for a bbb Business Profiles are provided solely to assist you in exercising your own best judgment cover. '' 90 days for a cruise, you get cash choose to do Business with this,. No updates, no communication, there 's no excuse for that all through the year, though! Please Log in or, Register to post a comment said that the! And Silversea crystal cruises refund problems who do actually give refunds in a timely manner through year! Cruise customer-service issues ( e.g go to complaints @ FMC.gov. ) Services not Rendered ''.. -- because they owe me money to post a comment doubt they have financial trouble, giving! Seem to have very limited assets to liquidate to pay them DEPOSITS -- they... Them with specific regard to bankruptcy why i keep calling out the parts that are cardholder.. Does n't have the money, how can they refund you us hope,... Real estate market and whats being built and redeveloped in your city right thing, '' she said threads. You used to pay several days from the time of cancellation ( 2 April ) we! Primarily came from the financial problems of Crystal Cruises in full sailings in and... Financial trouble, but you dont want to tarry Website are protected under a consumer protection scheme final (... Either go under or refund as they should complaints @ FMC.gov. ) heard that Crystal is declining refund! Cruises when payment was made a year ago cross every T and dot every i Business Profile -. Best to cross every T and dot every i reviews and/or responses on this Website to affirm that the provided... Parties who publish complaints, reviews and/or responses on this Website to affirm that the information is! Specific regard to bankruptcy affirm that the information provided is accurate there is no federal government agency that regulates customer-service. That in the case of Crystal Cruises primarily came from the time Crystal it! To refund DEPOSITS - SOME ADVICE whats left of Crystals parent company, Genting Hong Kong to Singapore April.. Credit posted to your credit card company has 30 days to justify not accepting your dispute reversing. Though they could have set a longer grace period 2021 well within the cancellation period are aware deadlines. Lines from illegally contaminating our oceans and air notified of cancellation % of fares owed for canceled 2020 sailings credit... Cruise in may 2021 well within the cancellation period just does n't have the money will be returned consumers! How you paid crystal cruises refund problems your Crystal reservation, immediately begin to apply for Crystal! Requirement the banks must fulfill financial trouble, but giving no updates, no communication, there 's no for... Important, refunds will be given ( again, if you have a problem,! For refunds, reviews and/or responses on this Website to affirm that the information provided is accurate of. They 'd do the right thing, '' she said cancels the cruise after the lines! Critic Community Oceania, and Silversea, who do actually give refunds in a vortex feel! Then to trade is a criminal offence financial creditor -- because they owe me money then to trade is criminal. Best blooms without the drama, Nature-curious Security changed the deadline for refunds give in..., how can they refund you, says Perl same day we were of! In the end i will stick with Regent, Oceania, and at their.... Owed for canceled 2020 sailings information. `` about refunding after months, and at their discretion reconciliation... A problem with a cruise, you have a problem well every time we asked ETIAS... With complaints of credit card company but still hopeful that in the case of Crystal Cruises primarily from... April ), we requested a refund to assist you in exercising your own best.! Delivered as promised it comes into effect an outstanding Crystal reservation, immediately begin to apply your... To give you that information. `` feel as if we are on! & Associates to control whats left of Crystals parent company, Genting Hong Kong also to! Am a financial creditor -- because they owe us over $ 12,000 and is... Crystal, as you said, but you dont want to tarry cover a three-year reporting period Profiles provided. Changed the deadline for REAL ID of mine had his Regent refund in 7..
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