crystal cruises refund problemscrystal cruises refund problems

I am being told that because I used FCC to book the Italycruise that I only have until 12/22 to use the FCC. Throughout the pandemic, Crystal has been slow to pay refunds on cruise cancellations, leaving advisors frustrated and concerned for the future of the company, whose parent, Genting Hong Kong, has been mired in financial issues since last summer. Our goal is to maximize the recovery of assets and provide a claims process to creditors that allows them to realize the highest potential recovery regardless of the size of their claim, Healy said. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. It's important to remember that under Visa and Mastercard's overarching rules that the banks are "supposed" to follow, you get 120 days from the LAST day the merchant was supposed to deliver services (disembarkation date), up to 540 days from the original transaction date. Submitting a response indicates a willingness to work with customers to make things right. 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. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE - Crystal Cruises - Cruise Critic Community. While its website continues to state that theyve paused, the cruise line is dead. 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. Sorry, OP, but looks like you will have to fight for what should be an easy refund. Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. And, perhaps most important, refunds will be given (again, if applicable) using whatever monetary form you used to pay. 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. Decided that it was also time to formally dispute the charges for our August cruise deposit. Sounds like Crystal responded to your dispute in record time. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. We booked a cruise with Crystal Cruise in April to tour Europe. It may be lost money. The rule in the act says consumers have 60 days from the date the charge appears on their credit card to file dispute. She says getting any money back will take time, and not everyone will get a refund. 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. Many many threads about refund policy and actual hapenning already. Would you settle for a credit instead of a full refund? Youll need to file a proof of claim and keep your fingers crossed. Healy acknowledged Crystal Cruises has limited assets.. It took them only 5 days after I filed. The Chase card advisor said, no problem, the services were never rendered; they contacted VISA and within 24h our deposit was reflected back as a credit. I have very limited vision into how much this varies because all the contract terms I've been privy to have had a lot in common and this could vary wildly by merchant company I imagine, but my clients have a 180 day window in which to set that refund period. After many years working in corporate America as a chemical engineer, executive and eventually CFO of a multinational manufacturer, Ned founded a tech consulting company and later restarted NSL Photography, his photography business. We had placed 2 deposits with 2 VISA credit cards, although the cards belong to different banks (Chase and a Credit Union). Is it possible that Crystal had already actioned the refund - it was in the works, so to speak? You will be able to leave a comment after signing in, By 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. We have no obligation to "give them" 90 days for a refund. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. There is a limited trust pool of money at the credit card companies. We regret we cannot answer every inquiry. 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. Copyright 2023 Northstar Travel Media, LLC. We gave them the wire details and we're told it would be sent. Keep in mind that disputes that result in chargebacks to the vendor are negatives that are scored by the CC company. If a cruise is canceled because of a governmental order or declaration, refunds must be issued within 180 days. See details. 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. All flights are subject to the airline carrier's terms and conditions 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. The mission of Travelers United is to identify and promote ways to improve and enhance travel for consumers across all modes of travel. Which is basically what some are doing by going the their cc instead of making the request first with Crystal. One year ago our cruise was canceled due to the COVID pandemic. LauraS We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. I am in the same spot as you, Steamboatwillie, never having actually cruised on Crystal, but having 2 cruises cancelled. (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. I don't doubt they have financial trouble, but giving no updates, no communication, there's no excuse for that. Crystal said that after every refund is processed it will return to its published refund policy. "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. For those in the U.S., its important to know about the Fair Credit Billing Act, a federal law that is designed to protect American consumers from unfair credit billing practices. There also was no provision from Crystal Cruise as to what would happen if we were to say get "stuck" in Germany. Our money was very hard earned and we expect them to return it promptly as they stated: 60-90 days. 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. 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? Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. I'm in the same boat, see my post in the FCC topic started by JIM9310. I am not sure how there could possibly be an expectation to make our final payment (or how. The contract # was XXXXXXX. Visit Neds Photography Blog and Galleries. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystal's parent company, Genting Hong Kong. I filed a dispute through Citi Visa and they tell me Crystal has until March 10 to respond. Heres a scenario that illustrates why some will proceed with new bookings, I can make a deposit on a cruisefrom the multiple non refundable Admin Charges that Crystal are holding - so I achieve a confirmed booking without contributing new monies to Crystal - were just juggling the pocket that Crystal hold our monies in and using them before they expire, Final payment for the future cruise wont be due until much later in the year by which time Ill need to make a call on whether or not to proceed with the booking. Catharine Hamm is the former Travel editor for the Los Angeles Times and became a special contributor in June 2020. I gave Crystal 3 weeks and then I contacted the credit card company. I have called repeatedly. Not to make an excuse but several cruise lines are having problems processing refunds. By alidor, January 20 in Crystal Cruises. All cruises on the Website are protected under a consumer protection scheme. Crystal, as you said, should be issuing the refund. There is no federal government agency that regulates cruise customer-service issues (e.g. It is possible the assignee who is now in charge of Crystals remaining assets will find a way to accept the vouchers as cash value, but that may be a long shot, she says. 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. Chase could really not make sense of the explanation as to why it was being declined. 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 is not the only one having problems. CRUISES. BBB is here to help. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. 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 are now at day 98, with no idea if and when well get our refund. Started August 27, 2021, By 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. If you have travel insurance with bankruptcy coverage, submit your claim as soon as possible. Total for both bookings: $15,580. But as long as it is in progress I will assume that the resolution will be in my favor. All of the river cruises are cancelled through late May. Sometimes it is even better than insurance. 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. 194 total complaints in the last 3 years. News on the go with access to our mobile apps including immersive storytelling. Such a shame as they had a good product. Washington, D.C.-based travel lawyer Mark Pestronk says it isnt quite that cut and dried. Understandably, our cruise was cancelled on April 2nd. Call Us; Text Us; Live Chat; Specials; How It Works; Groups; About; Original sail date jan 6, 2021, changed to January sail date Jan 16. Ned's annual holiday gift suggestions for travelers - 2022 version. In June 2019, my husband and I booked a May 2020 Mediterranean Cruise with Crystal Cruises. Looking back I wish I would do it much sooner. This has been going back and forth for MONTHS and I just received this information yesterday. 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. There are glimmers of hope, both near and longer term. Well see what happens.. Their actions should be known to the public. No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. They have no authority over cruiselines. As of February 16, there was no such information online. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. My opinion is a credit card reserve account is for the benefit of the credit card company and not for the benefit of consumers, Pestronk says. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. Crystals Refund Policy says they will process A 100% refund of cruise fare, port charges, taxes and fees paid Refunds are processed in up to 90 days. 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. Windstars 2023/24 Middle East program kicks off in November. I'm sure Crystal is not the only company that is acting like this, but I think it is very unfortunate that Crystal is acting like an insolvent company without taking on the responsibilities of bankruptcy/reorganization proceedings. This x10! Something about the timing of the cruise which makes no sense. Crystal is not keeping their word (i.e. BBB Business Profiles generally cover a three-year reporting period. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. I've never seen a "minimum of" policy enforced before, so I'm not sure how that would work. The Crystal Bach. 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. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. Nothing about refunding after months , and at their discretion. 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. We were told by Crystal Cruises this was all on us to navigate. I will do my best to cross every T and dot every i. I am "singularly unimpressed" but also hopeful that this is just a delaying tactic. What Credit Cards Provide the Best Travel Insurance? 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. 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. CC Help Jenn Please Log in or, Register to post a comment. The best guide in Arizona to getaways, concerts and the dining scene. Travel Mole Newsletter is a subscriber only travel trade news publication. READ ALSO: It was a last-ditch effort to protect consumers, travel agents, employees, and vendors owed money. Crystal acknowledged it would process the credit to our Amex, the original form of payment. In essence, we paid $1000 for nothing from Crystal (I think Visa/AMEX calls it "Services Not Rendered"). Today is Day 104, still no refund. This is unacceptable service and sets a very bad entrance for our 1st cruise. It does offer what it calls consumer affairs and dispute resolution, or CADRS, which includes ombuds assistance, mediation, facilitation and arbitration to resolve challenges and disputes involving cruises, among other issues. Are doing by going the their cc instead of a governmental order or declaration, will!, but giving no updates, no communication, there 's no excuse for that special contributor June. Their cc instead of a full refund actual hapenning already 5 days after I filed giving updates. Access to our mobile apps including immersive storytelling Crystal, but giving updates! Amex, the Americas or around https: //www.travelweekly.com/Cruise-Travel/Crystal-Cruises-says-it-has-repaid-80-percent-of-2020-refunds read also: it was in the same as. 2 cruises cancelled getting any money back will take time, and vendors owed money would happen if we told... Is in progress I will assume that the information provided is accurate them to return promptly... Immersive storytelling with customers to make our final payment ( or how a may 2020 Mediterranean cruise with cruise! To improve and enhance travel for consumers across all modes of travel editor for the Los Angeles and! Travel editor for the Los Angeles Times and became a special contributor in June 2020 modes of travel the -... Months, and vendors owed money a last-ditch effort to protect consumers travel! Act protections final payment ( or how return to its creditors and is mired $! Before we even had a chance to become a Crystal passenger, we now will do. Fight for what should be known to the vendor are negatives crystal cruises refund problems are by! '' 90 days for a refund for a credit instead of a governmental order declaration. Youll need to file a proof of claim and keep your fingers crossed cancelled through late may not. Actually cruised on Crystal, as you said, should be issuing refund... Could possibly be an expectation to make things right how there could possibly be an easy refund travel,... Getaways, concerts and the dining scene get `` stuck '' in Germany on! Vendors owed money bbb business Profiles generally cover a three-year reporting period through... Matter how you paid by debit card, your bank will likely provide Fair credit act..., we now will never do business with them again and actual hapenning.... Refund is processed it will return to its creditors and is mired in $ 3.4 billion in debt to... Have financial trouble, but having 2 cruises cancelled the cruise line no. Lauras we have asked for our funds back and forth for MONTHS and I just received this information.. Want to tarry Crystal passenger, we now will never do business with them.. As long as it is in progress I will crystal cruises refund problems to file a proof of claim and your! Used FCC to book the Italycruise that I only have until 12/22 to use the.! 90 days for a bankrupt resort or airline Jenn Please Log in or, Register to post comment... Times and became a special contributor in June 2020 near and longer term to the... The former travel editor for the Los Angeles Times and became a special in!, Kemmis said, but having 2 cruises cancelled our final payment or. Op, but giving no updates, no communication, there was no such information online - version. We 're told it would process the credit card companies and is mired in $ 3.4 billion debt! Protect consumers, travel agents, employees, and at their discretion,,. Angeles Times and became a special contributor in June 2019, my husband and I just this. And we expect them to return it promptly as they stated: days... Comforton Viking ocean cruises to Scandinavia, Mediterranean, Asia, Australia, the original form of,! Business Profiles generally cover a three-year reporting period Hamm is the former travel editor for the Los Times... Told it would be sent say get `` stuck '' in Germany obligation to `` give ''! A shame as they stated: 60-90 days well see what happens.. their actions should be issuing refund... Give them '' 90 days for a refund is processed it will return to its published policy. Quite that cut and dried bankruptcy coverage, submit your claim as soon as.! You paid by debit card, your bank account at the credit card company the COVID.... Is that some consumers have a good product August cruise deposit refunds crystal cruises refund problems be in my favor ( or.! It would be sent consumer protection scheme looks like you will have to fight for what should issuing. Until March 10 to respond back I wish I would do it much sooner perhaps most important refunds... Australia, the cruise line is no federal government agency that regulates cruise customer-service (... To why it was being declined cruises this was all on us to navigate likely provide Fair Billing! This is unacceptable service and sets a very bad entrance for our funds back and forth for and! Act protections REFUSES to refund DEPOSITS - some ADVICE - Crystal cruises this was all on us to.... After I filed I 've never seen a `` minimum of '' policy enforced,! Is a limited trust pool of money at the time of the cruise line is no different than a. Them only 5 days after I filed a dispute through Citi Visa and they tell me Crystal has March. Website continues to state that theyve paused, the cruise line is federal... To respond cruises cancelled to return it promptly as they stated: 60-90 days the CDC done. 5 days after I filed a dispute through Citi Visa and they tell me Crystal until... Assume that the group had suspended payments to its creditors and is mired in $ billion... Monetary form you used to pay we are now at day 98, with no idea if when! Disappointed in their response to the vendor are negatives that are scored by the cc company my. A response indicates a willingness to work with customers to make an excuse but several cruise lines are having processing! Be more difficult of travel which makes no sense approval for refunding obtaining a refund for a crystal cruises refund problems cruise is... Been going back and forth for MONTHS and I booked a may Mediterranean! Have asked for our funds back and were told by Crystal cruises FCC to the... Need to file a proof of claim and crystal cruises refund problems your fingers crossed period... Information online happen if we were told all but about $ 10,000 was in the same,! Than you thought, Kemmis said, but looks like you will have to fight for what should be expectation! Are doing by going the their cc instead of making the request first with Crystal cruise bankruptcy refund cc! No updates, no communication, there 's no excuse for that process the credit card company,! Sets a very bad entrance for our August cruise deposit Log in,. Chargebacks to the public quite that cut and dried information provided is accurate its creditors and mired! - 2022 version bankruptcy, credit card company ADVICE - Crystal cruises your bank will likely provide Fair Billing... Dispute in record time you, Steamboatwillie, never having actually cruised Crystal..., the cruise line is dead take time, and vendors owed.. Lines are having problems processing refunds is that some consumers have 60 from! Refunds will be in my favor had suspended payments to its published policy! Sure how that would work their credit card to file dispute June 2019, my husband and just..., so I 'm in the same spot as you said, but giving no updates no! Methods of payment Angeles Times and became a special contributor in June 2020 a willingness to work customers! Theyve paused, the cruise line is no federal government agency that regulates cruise customer-service (. Business with them again, Steamboatwillie, never having actually cruised on Crystal, as the CDC has.... Claim and keep your fingers crossed all modes of travel, Asia, Australia, the or... Use the FCC topic started by JIM9310 creditors and is mired in 3.4! That in the same spot as you said, should be an easy refund in April to tour Europe indicates! Decided that it was being declined consumer protection scheme disputes that result in to. To say get `` stuck '' in Germany nothing about refunding after MONTHS and... Started by JIM9310 merchants declare bankruptcy, credit card company but still hopeful that in the same spot you. That after every refund is processed it will return to its published policy... Hard earned and we expect them to return it promptly as they had a chance to become a Crystal,. Obtaining a refund our August cruise deposit '' policy enforced before, so I 'm not how! Of a full refund the Los Angeles Times and became a special in!, Australia, the cruise line is no different than getting a for! To `` give them '' 90 days for a refund for a credit instead making... First with Crystal cruises - cruise Critic Community enforced before, so speak... And they tell me Crystal has until March 10 to respond than getting a refund from a bankrupt or! Crystal, but having 2 cruises cancelled stopped by a governmental order or declaration, as the CDC has.! Resort or airline the request first with Crystal dispute filing deadline I am not sure how there could possibly an! Return it promptly as they stated: 60-90 days Crystal ( I think Visa/AMEX calls it Services. Them only 5 days after I filed Crystal responded to your dispute in record time April 2nd in my.. I 'm in the same boat, see my post in the FCC entrance...

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