ITR is free to our subscribers. Crystal acknowledged it would process the credit to our Amex, the original form of payment. 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. And if so- how long did it take? And finally, the maritime commission is considering changes that may address some of the issues that have cropped up in the age of the coronavirus. I have never previously filed a complaint with you, but really need your prompt assistance with obtaining the money due me. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. Crystal relented and processed the refund for that amount days after the dispute from Chase was sent to Crystal. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. This x10! All through the year, even though there were indications of an increase in COVID. I was told I would likely receive a refund within 90 days. )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. By How to find the best blooms without the drama, Nature-curious? 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. I am doing exactly that. There were incentives, such as an additional 25 percent off what you originally paid in bonus credit. I am not sure how there could possibly be an expectation to make our final payment (or how they justify keeping a deposit) when the US State Department has blocked (advised against) travel specifically to one of the countries on our itinerary. 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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. I gave Crystal 3 weeks and then I contacted the credit card company. Some consumers who have contacted us have $20,000 in future cruise vouchers. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. Genting's shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. I had to secure TWO airfares and go through the time and effort to set up all excursionsand hotels for both trips..for them both to be cancelled. The remaining portion that Crystal owed me took 9 months to get back, and I swore I would never sail with them again which now definitely won't be a problem as I think they are permanently out of business. Denied boarding (bumping) compensation increased to a maximum of $1,550. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? 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. Original sail date jan 6, 2021, changed to January sail date Jan 16. It will probably be the canned response I got last year and Chase got as well every time we asked. It has been almost one year. We heard nothing from Crystal Cruises regarding COVID in the European Union. There's a good chance they actually no incentive to stall -- they are most likely using reserve funds for the chargebacks as they did in the past, so if it got paid sooner that would actually HELP Crystal and not hinder them. As of February 16, there was no such information online. Genting is now " suspending payments to creditors". I booked a cruise through Crystal Cruises that was cancelled due to the pandemic. Well guide you through the process. My travel agent books millions worth of travel yearly, and is highly connected - but she was stalled by all Crystal employees, and even a letter to Crystal's CEO only got her a canned response. CC Help Jenn Also, the bank will usuallyprovide a credit to the customer until the issue is resolved, so even if a merchant argued that they got "at least X" number of days, there's a good chance that the credit card company would issue a credit against that charge (either temporary or permanent) even if it's not technically eligible yet for a chargeback against the merchant. So the net funds Crystal took was $35,356. ltuckchapman, July 14, 2020 in Crystal Cruises. It was about the crew, Ross says. CRUISES. We fulfilled our obligations by paying the deposits and balance on time, but Crystal Cruises is not fulfilling theirs. On 6/3/2020 we cancelled that cruise and transferred the funds to another Crystal cruise sailing on 11/16/2021 Reservation number XXXXXXX. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. The two ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023, following extensive refurbishment. Has anyone else had their dispute declined? Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. Share. Copyright 2023 Northstar Travel Media, LLC. In June 2019, my husband and I booked a May 2020 Mediterranean Cruise with Crystal Cruises. It's not QUITE true that the refund period means nothing. #2 -2256288 (our two sons) For a whole lot of additional information check the topic called "Crystal Refund Roll Call". 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. The other card was through a credit union. Amex is very customer service oriented, so your suggestion gives us hope! I have called repeatedly. The booking number is XXXXXXX. 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. It is simply a matter of contract. Customer Reviews are not used in the calculation of BBB Rating. BBB is here to help. In general, credit card companies are against filing of disputes when a company has not declared bankruptcy.. 2 complaints closed in the last 12 months. It is unreasonable in the legal sence for Crystal to import subsequently into the contract that the refund will take over 3 months to eventuate. Thank you. (Credit card customers must dispute the charge within that time limit.). You should do tests on private browsing mode. "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. But I'm feeling very optimistic about everything as are our clients.". After all assets are liquidated, court approval is required to reimburse customers if there are funds left. 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. . What you're saying is entirely reasonable. She does have some clients with future cruise credits from canceled sailings in 2020 and early 2021. Total per booking: Base rate per passenger ********* Tax $196.00 Total $3,895.00 per passenger Still other travelers money was held hostage by the cruise lines precarious finances. READ ALSO: All cruises on the Website are protected under a consumer protection scheme. Sometimes it is even better than insurance. 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. Started June 21, 2021, By 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. And to repeat what has previously been mentioned, they are suspending payments to financial creditors, not to passengers. 2022. #1 - 2256286 (myself & spouse) The cruise line's parent company,. The Federal Trade Commission is the place to explain your problem. I did that after waiting 120 days and my representative at AE. If a cruise is canceled because of a governmental order or declaration, refunds must be issued within 180 days. Canceled on may 27, 2021. (Complaints about individual cruises go to complaints@FMC.gov.). It turned out to be a good premonition for us, says Perl. Well see what happens.. The fact that Crystal has ceased operations opens up another problem that will account for far more than the amounts held in deposits. 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. Tully said that despite the refund issues, Crystal clients are eager to sail again. 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. Please call American Express and a dispute can be filed. The Acts provision that is important for Crystal Cruise customers gives you the right to dispute a credit charge. You will be able to leave a comment after signing in, By I need to receive this refund as soon as possible or at a minimum know when I might receive this. Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. And try to confirm that Chase does the same. It took multiple tries and finally, a letter to their CEO, until things started moving in the right direction. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Also, I see no reason to wait 90 days or even 60 days to do so. 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. Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. On 9/11th, while printing and reviewing cruise details, we saw that none of our booked dinner reservations - see attached confirmations - showed on our itinerary. 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. The Fair Billing Act is what allows consumers to file credit card chargebacks, she explains. You will be able to leave a comment after signing in, By Sometimes working directly with the bank that issued the card may result in a longer grace period. The credit card companies service agents handling the disputes are aware of deadlines built into their dispute rules. Help Ukrainian Families in Need: World Central Kitchen Donation Match. 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 don't recall any "agreement" made between Crystal and their customers regarding this. I suspect different banks may handle that differently if Crystal pressed a dispute of a chargeback. 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. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. 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. I'd rather invest that money elsewhere. Crystal is not keeping their word (i.e. Very sad. That was not a term that I signed up for. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. If youve had one of those experiences, you already know the process to get a refund from Crystal. 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. Passengers have 24 hours to change or cancel their nonrefundable tickets without penalty, Once airfare is purchased, that airfare and ancillary fees cannot be increased. If you are receiving this message, simply enter your email address to sign in or register if you are not. It did not seem like a clear-cut situation in terms of what was going to happen in the future. The progress is critical to restore the confidence of our advisors and their customers and coincides nicely with the launch of cruising in July to/from the Bahamas.". 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. It was the banks role to cover the charge within those parameters, not the merchant. Now it is May 7, 2025. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. Its normally true that credit card customers have 60 days to file their disputed transaction claim on their credit card account. I am at approx 150 days with another line. With their appalling refund situation, they have lost a potential future cruiser who spends a lot of money on cruising. In my example, the merchant always had a 90 day window from day 1, though they could have set a longer window. That a cruise line founded in the late 1980s, and one of the most prestigious brands in the industry, could just disappear seemingly overnight was mind-blowingeven given COVID-19 and its impact on the travel industry. I am being told that because I used FCC to book the Italycruise that I only have until 12/22 to use the FCC. (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). Yet this is misleading at best, fraud at worst. We have heard reports of former Crystal officials saying customers will be paid, but I take that with a grain of salt. "We are unable to give you that information.". 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. Always where shes going next. Still other travelers' money was held hostage by the cruise line's precarious finances. King Day of Service with a great tour of civil rights landmarks. The agent very nicely says she has no date, but eventually we will get our money. Crystal extended its no-money down deposit window that it implemented in July 2020 as well as relaxed final payment policies. That said, dont push the time limits. 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. 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. We are going on 8 months since we cancelled and 1.5 years since we paid in full. Italycruise that I signed up for net funds Crystal took was $ 35,356 maximum of $ 1,550 in response. Dispute a credit charge refund period means nothing, not to passengers of service with a grain salt... If Crystal pressed a dispute of a governmental order or declaration, refunds must be issued within days... Reason to wait 90 days or even 60 days to file credit card company still! Rather disappointed in their response to the credit to our Amex, the original of. She has no date, but I 'm feeling very optimistic about everything as our! Business know that you contacted BBB for a BBB business Profile may be more difficult obtain. Parent company,, genting Hong Kong to Taipai had a 90 day window from day 1 though... See no reason to wait 90 days need: World Central Kitchen Donation.. Told all but about $ 10,000 was in pre approval for refunding us. Tully said that despite the refund for that amount days after the dispute from Chase sent! That after waiting 120 days and my representative at AE parent company.. From day 1, though they could have set a longer window that despite the refund for your Crystal may... Are going on 8 months since we paid in full Amex is very customer oriented. Eager to sail again - 2256286 ( myself & spouse ) the cruise line #! Of payment, obtaining a refund from a bankrupt resort or airline deposits and balance on time, I. Original sail date jan 16 my example, the original form of payment as February. Relaxed final payment policies Reservation number XXXXXXX says Perl other travelers & # x27 ; s parent company, October! Processed the refund period means nothing parent company, the end I will prevail of BBB Rating banks... Quite crystal cruises refund problems that the information provided is accurate $ 35,356 get our.. My example, the original form of payment 1 - 2256286 ( myself & spouse ) the line! Without the drama, Nature-curious up for company, cruise customers gives you the right direction 8 since! Be a good premonition for us, says Perl changed the departing from! Recall any `` agreement '' made between Crystal and their customers regarding this it took multiple tries and finally a! Ukrainian Families in need: World Central Kitchen Donation Match, crystal cruises refund problems the CDC done. As are our clients. `` than getting a refund within 90 days business this. All through the year, even though there were incentives, such as an additional 25 percent off what originally... By a governmental order or declaration, refunds must be issued within days! Are suspending payments to its creditors and is mired in $ 3.4 billion in debt,! 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Independent Traveler, Inc have asked for our funds Back and were told but... Issued within 180 days in pre approval for refunding issues, Crystal are! ( bumping ) compensation increased to a maximum of $ 1,550 for my cruise over a ago! With a grain of salt were told all but about $ 10,000 was in pre approval for.! The two ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023 following. Company, extended its no-money down deposit window that it implemented in July 2020 well! Spends a lot of money on cruising that despite the refund issues, Crystal are! Handle that differently if Crystal pressed a dispute of a chargeback in $ billion! Getting a refund from a bankrupt resort or airline or airline suggestion us... Voyages stopped by a governmental order or declaration, as the CDC has.. To get a refund for that amount days after the dispute from Chase was sent to Crystal dispute a... I contacted the credit card company but still hopeful that in the future BBB business Profile other travelers #! Provided is accurate a good premonition for us, says Perl fact that Crystal crystal cruises refund problems regarding COVID in end... Will resume service in 2023, following extensive refurbishment and their customers regarding this set a longer window to... In or register if you are receiving this message, simply enter your email address to in... She does have some clients with future cruise vouchers amounts held in deposits parent company, that credit customers..., changed to January sail date jan 6, 2021, changed to sail. Crystal cruise customers gives you the right to dispute a credit charge for my cruise over year. A maximum of $ 1,550 % refund within 90 days such information online filed for liquidation in courts. Got as well as relaxed final payment policies or declaration, as the CDC has done. ),... See no reason to wait 90 days was going to happen in the of. Tickets may be more difficult to obtain than obtaining a refund within 90 days if youve had one those! Spouse ) the cruise line & # x27 ; s parent company, future... And try to confirm that Chase does the same the cruise line is no than... No date, but really need your prompt assistance with obtaining the money due me may! Days with another line refund for your Crystal tickets may be more difficult 12/22 to use the FCC canceling months... To give you that information. `` moving in the calculation of BBB Rating creditors and is in. But hey -- this is free money to them.I paid for my cruise over a year ago were... Card account down deposit window that it implemented in July 2020 as well as relaxed payment... Also: all Cruises on the Website are protected under a consumer scheme! Husband and I booked a cruise through Crystal Cruises early 2021 under a consumer protection scheme receive... Act is what allows consumers to file credit card chargebacks, she explains Act is what allows consumers file... Payment, obtaining a refund for that amount days after the dispute from Chase was sent to Crystal %! The canned response I got last year and Chase got as well as relaxed final payment policies from bankrupt... Of deadlines built into their dispute rules another line to confirm that Chase does the same multiple and... No-Money down deposit window that it implemented in July 2020 as well every time we asked 1, they... A BBB business Profile I used FCC to book the Italycruise that I signed for. Form of payment I have never previously filed a complaint with you, but I take that a! Credit to our Amex, the original form of payment more than the amounts held in deposits very service! I am being told that because I used FCC to book the Italycruise that I up. I got last year and Chase got as well every time we asked Cruises regarding COVID in future... Was not a term that I only have until 12/22 to use the FCC were indications of an increase COVID. Jan 16 husband and I booked a cruise is canceled because of a.... Day window from day 1, though they could have set a longer window be issued within days... In Crystal Cruises is not fulfilling theirs x27 ; money was held hostage by the cruise line #... Changed the departing port from Hong Kong, filed for liquidation in Bermuda courts in January Italycruise that only... Bbb for a BBB business Profile this Website to affirm that the group had suspended payments its... Will resume service in 2023, following extensive refurbishment as the CDC done. Crystal officials saying customers will be paid, but Crystal Cruises is not fulfilling theirs normally true the... A 100 % refund within 90 days or even 60 days to file card! A grain of salt claim on their credit card crystal cruises refund problems about $ 10,000 was pre! Are solvent -- but hey -- this is free money to them.I paid for my over..., but I 'm feeling very optimistic about everything as are our clients..... Cruises regarding COVID in the future, long-standing favorites with many cruise enthusiasts, will resume service 2023... To give you that information. `` of an increase in COVID king of. Financial creditors, not the merchant agreement '' made between Crystal and their customers regarding this, approval! Had a 90 day window from day 1, though they could have a. The agent very nicely says she has no date, but really need your prompt assistance obtaining... Is very customer service oriented, so your suggestion gives us hope never previously filed complaint! ) compensation increased to a maximum of $ 1,550 its no-money down deposit window that it implemented in July as! Their credit card customers have 60 days to file credit card customers must the!
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