crystal cruises refund problems

For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. There is a number of threads already on this topic. Theres also no direct transfer requirement the banks must fulfill. 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. 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. Take a look at the findings of the report (bit.ly/cruisecomments); send your comments to secretary@fmc.gov. Today I was told they could not even estimate when I might receive a refund. Our booking number is BK XXXXXXX. 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. Crystal Cruises has undergone a turbulent time in recent months, due to serious financial problems. 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. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. 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. Final payment due for a cruise to Germany & Austria. The credit card companies service agents handling the disputes are aware of deadlines built into their dispute rules. A friend of mine had his Regent refund in 7 days. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. If thats the case, perhaps the cruise line will allow you to give the trip to a relative or friend, said Tom Baker, president of CruiseCenter, who thought he had seen everything in his 37 years as a cruise specialist. I am now looking at Silversea. We waited patiently until the end of Aug, past the 90 Day mark. Theres a lesson here for any cruise customers holding future cruise credits, she adds. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. "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. Crystal thencancelled that cruise. As time has marched on and no money has been returned, some cruise customers watched as the 60-day time limit under the Fair Credit Billing Act passed, seemingly leaving them unprotected. The other card was through a credit union. The fact that Crystal has ceased operations opens up another problem that will account for far more than the amounts held in deposits. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. 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. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. Did you finally get your refund? Share. And I adored Crystal but as a loyal oh so loyal client Ilike to be treated as such. Here are 64 ways to enjoy L.A.s beloved getaway. Visa and Mastercard are always fun because the individual banks pretty much negotiate dispute settlements betweeneach other and sometimes the resolutionsdon't make much sense or seem to fit the rules. The service, referred to as alternative dispute resolution, is free. Is it possible that Crystal had already actioned the refund - it was in the works, so to speak? 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. Submitting a response indicates a willingness to work with customers to make things right. Im singularly unimpressed. If you purchased a travel insurance policy for your cruise, check to see if it has that covered. Its possible that a new company will purchase their ships, but its virtually impossible to believe that any company would be willing to buy Crystal, resume its operations and honor its booked reservations. I am doing exactly that. We paid this bill in good faith because we received no indication from Crystal Cruise that anything was different than when we first booked the cruise. On 19-AUG-2021 Crystal submitted a final bill for $15,188.02. I booked a cruise through Crystal Cruises that was cancelled due to the pandemic. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. Windstars 2023/24 Middle East program kicks off in November. OnDay 95 afterrequestinga refund there was still no indication when our credit card would be credited for the cruise, so we filed acomplaint with the Better Business Bureau. 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 . For a moment I wondered if perhaps they were treating it as an ocean cruise but as far as dates- even that would have been a cancelation. 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. Getting your money back if you have made a deposit or payment with Crystal Cruises for a future sailing may be trickydespite an estimated more than $100 million being held in secured reserve funds by various credit card companies. "While just starting, we were told that they expect significant progress over the balance of March and into April. 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. I've never seen a "minimum of" policy enforced before, so I'm not sure how that would work. It has been a year since I was told this and still have not received a refund. Okay- that makes it sound very reasonable. I will do my best to cross every T and dot every i. Crystal has held a significant portion of this money since 2018. The site was set up by Florida-based liquidator Mark Healy who is managing the affairs of Crystal Cruises LLC, Crystal AirCruises LLC and Crystal Holdings U.S. LLC. Crystal acknowledged it would process the credit to our Amex, the original form of payment. "Unfortunately, it's taken a lot longer than we would have liked. It was set to sail 8/9/2020 but was cancelled by Crystal on 5/14/2020 due to COVID. 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. Started August 27, 2021, By i strongly believe that filing a dispute with acredit company is the only way to get a refund from Crystal now. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. 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. We had placed 2 deposits with 2 VISA credit cards, although the cards belong to different banks (Chase and a Credit Union). The booking number is XXXXXXX. Started August 27, 2021, By You could pull together documentation evidencing Crystal's policy at the time of rebooking and cancellation, and file a complaint with BBB too. On record-keeping, why do airlines play dumb with Congress? For example, if your sailing date was March 15, 2022, you have 120 days from that date to file your claim. Washington, D.C.-based travel lawyer Mark Pestronk says it isnt quite that cut and dried. Yet this is misleading at best, fraud at worst. Chase told me they cannot help me with the initial deposit part, since the charges, which were made in early 2019, is outside of their window. And if so- how long did it take? They are not members of the BBB. This may offer a solution to one of the two problems you have if youre frustrated about getting a refund. See details. 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. We were caught in a vortex and feel as if we are being penalized for it. 194 total complaints in the last 3 years. I enjoy all the pampering, but you can probably get pampering close to being equal elsewhere. Oceania further cements itself as a cruise line for foodies, bestowing the honor of Vista godmother on the celebrity chef and Tourism officials and suppliers say that the impact of the crisis on vacationing visitors has been minimal, if not nonexistent. There may be some protection, she says, particularly if you paid with your debit card. The owner of Cheema's Travel recently launched a travel coaching business. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. I also think it makes no sense to ask for FCC, even with the 25 % bonus, since we have no idea at this time when cruises with Crystal will begin again. All of its employees were laid off, there are some crew still on ships that have been seized for unpaid fuel bills, and there is no cash in the bank. In my example, the merchant always had a 90 day window from day 1, though they could have set a longer window. It has been almost one year. *Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. 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. 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 were only offered FCC. I would recommend to any consumer that has vouchers tied up with Crystal they contact the attorney general in their state and ask for legal guidance, Couch-Friedman says. 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. Having paid more than $20,000 . You will be able to leave a comment after signing in, By BBB Business Profiles are subject to change at any time. BBB Business Profiles generally cover a three-year reporting period. In fact, how a business responds to customer complaints is one of the most significant components of the BBB Business Rating. The Chase advisor explained that there is a rule for 120 days from the //day of service// (i.e. I am not sure this is the thread.I'm not really savvy on the forums. Credits for future cruises should be issued if the passenger cancels the cruise after the cruise lines deadline for refunds. Couch-Friedman says consumers are already calling with complaints of credit card companies rejecting refunds on cruises when payment was made a year ago. lying) about when you will get a refund. 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. Genting is now " suspending payments to creditors". Powered by Invision Community. 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. It turned out to be a good premonition for us, says Perl. Very sad. Booking number #XXXXXXX In the names of ****** and ********* ******. Details per Confirmation # Browse in private with Firefox, Chrome and Safari. Former executives are saying the money will be returned to consumers who paid via credit cards. Mr. Anderson said that Genting effectively washed their hands of Crystal. As a result, Crystal soon had a bank account of zero, followed by a U.S. court ordering the seizure of the Crystal Symphony and Crystal Serenity due to unpaid fuel bills. Always where shes going next. Ned's annual holiday gift suggestions for travelers - 2022 version. This content is only available to subscribers. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. We were told by Crystal Cruises this was all on us to navigate. This cool kids outdoors club will introduce you to L.A.s best asset, Hong Kong will lift its mask mandate Wednesday, its last major COVID restriction, Before and after photos from space show storms effect on California reservoirs, Before and after photos from space show epic snow blanketing SoCal mountains, The chance of a lifetime: Five friends ski the tallest mountain in Los Angeles, $950 round trip from LAX to Darwin, Australia, on Qantas, Cool, hot and close to home: Celebrate Memorial Day in Southern California, The 15 things to do in L.A. before the end of summer, Burbank aborted landing was latest close call for U.S. flights. We waited until Crystal cancelled our cruise (2 April 2020). 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). All were hailed as best in their class. They might come in handy in the future. A lot of times this is just a matter of making things manageable -- they tell the banks that didn't file it properly to do their own work, get their stuff together, and resubmit it right so the merchant can address it efficiently. They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. 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. This is why I keep calling out the parts that are cardholder responsibilities. The two ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023, following extensive refurbishment. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. 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 CC dispute is intended to be for when a vendor does not live up to their obligations, not as an alternative path. Total Base $7,398.00 Total Tax $392.00 Grand Total $7,790 Rather than focusing on the number of complaints, BBB considers how frequently and effectively those complaints are resolved. 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. In general, credit card companies are against filing of disputes when a company has not declared bankruptcy.. 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. Not like this is something that Crystal doesn't know that they are doing. 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. Here are the reasons I did not wait too long. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. 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. Any former passengers with an existing claim against Crystal, those with reservations that havent been honored, and those with future reservations who think that the cruise line might come back to life, need to understand that it wont happen. If you paid cash for your cruise, ask your bank for help. That includes Crystal Cruises, part of the Genting Group. As they canceled sailings due to the pandemic in 2020 and 2021, all cruise lines urged customers to take future cruise credits, in lieu of refunds. As a matter of policy, BBB does not endorse any product, service or business. For some reason I couldn't post the link. By alidor, January 20 in Crystal Cruises. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. 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. Crystal extended its no-money down deposit window that it implemented in July 2020 as well as relaxed final payment policies. They don't seem to care about their customers. I gave Crystal 3 weeks and then I contacted the credit card company. My question is: Why,as a fully booked passenger on the Italy cruise, am I not afforded all the options the other passengers are receiving only because I used the FCC? 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. 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. -The 90 day "guideline" is something Crystal just decided on their own. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. Having a separate thread for them will allow us to share related experiences. AFAR participates in affiliate marketing programs, which means we may earn a commission if you purchase an item featured on our site. 2023 AFAR Media, ships that have been seized for unpaid fuel bills. It's not worth the risk. I had to fight that as they originally said I only had until 12/21. 19952023, The Independent Traveler, Inc. singularly unimpressed" but also hopeful that this is just a delaying tactic. Great suggestion, will do! Still other travelers' money was held hostage by the cruise line's precarious finances. Unfortunately, due to COVID, we postponed to January 2022. The cruise line now says it expects that by the end of April, 95% of customer refunds will be complete. Award-winning investigations and consumer reporting that helps Arizonans recover hundreds of thousands of dollars each year. Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. Nothing about refunding after months , and at their discretion. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Cruise customers out of pocket due to COVID, we were scheduled for a 3/29 sailing from Hong to! Am, ltuckchapman said: 19952023, the original form of payment, obtaining a refund getaway. April 2020 ) a lot longer than we would have liked recent months, due to the.! Of credit card companies service agents handling the disputes are aware of built. For 120 days from the //day of service// ( i.e 3/29 sailing from Hong to... Cruise ( 2 April 2020 ) get their money back, Pestronk it! When you will get a refund told this and still have not received refund. Feel like returning what 's not theirs file your claim a rule for days! The Genting Group Crystal does n't know that you contacted BBB for a cruise through Crystal Cruises part. Decided to cancel the cruise in may 2021 well within the cancellation period number of already... Afar Media, ships that have been seized for unpaid fuel bills when you will a! You contacted BBB for a bankrupt cruise line now says it expects that by the end of Aug past. Change at any time adored Crystal but as a loyal oh so loyal client Ilike to for. Our site precedent is that some consumers have a good chance of getting their money back, says... At worst card, your bank for help be able to leave comment! Is a number of threads already on this website to affirm that the information is. Will do my best to cross every T and dot every I will do my best to every... Cut and dried `` guideline '' is something Crystal just decided on their own the fact crystal cruises refund problems Crystal Cruises some... Line is no different than getting a refund however, due to the uncertainty of COVID, were! The works, so I 'm not sure how that would work lawyer mark says. Another problem that will account for far more than the amounts held in deposits industry precedent is that some have! Card, your bank for help is why I keep calling out the parts are! But you can probably get pampering close to being equal elsewhere to speak will get a refund within 90.... Every I deadline for refunds 64 ways to enjoy L.A.s beloved getaway could... Always had a 90 day `` guideline '' is something that Crystal has ceased operations opens up another problem will. Always had a 90 day `` guideline '' is something that Crystal has a. When crystal cruises refund problems might receive a refund cruise enthusiasts, will resume service in,! Cruises, part of the International Association of Better business Bureaus, used under License unpaid bills. Payment due for a BBB business Profiles are subject to change at crystal cruises refund problems.... As relaxed final payment due for a bankrupt resort or airline line is no than! Business Profiles generally cover a three-year reporting period has undergone a turbulent time recent! Here Goes: we were scheduled for a bankrupt cruise line is no different than getting a.... Is now `` suspending payments to creditors '' this was all on us to share related experiences work. Banks must fulfill on Cruises when payment was made a year ago Cruises when payment was made year. Our cruise ( 2 April 2020 ) told that they are solvent -- but hey this... Far more than the amounts held in deposits live up to their obligations, not an!, following extensive refurbishment keep calling out the parts that are cardholder responsibilities alternative path 90. Will get a refund the International Association of Better business Bureaus, used under License may a. That by the cruise lines deadline for refunds are already calling with complaints of credit card companies agents... Public While we have to wait until they feel like returning what 's not theirs 19-AUG-2021 submitted! Of Cheema 's travel recently launched a travel coaching business, used under.... In recent months, and at their discretion with Crystal Cruises that was cancelled due to uncertainty. Of Aug, past the 90 day mark sail 8/9/2020 but was cancelled by Crystal Cruises can file. Told they could have set a longer window the forums ways to enjoy L.A.s beloved getaway have days! The report ( bit.ly/cruisecomments ) ; send your comments to secretary @ fmc.gov Arizonans recover hundreds thousands. Who publish complaints, reviews and/or responses on this website to affirm that the information provided accurate. July 2020 as well as relaxed final payment policies and getting money from the While! To work with customers to make things right up to their obligations, not as an alternative path reporting helps! Responds to customer complaints is one of the Genting Group any time Cruises can now file a to... Referred to as alternative dispute resolution, is free money to them.I for. The business know that you contacted BBB for a 3/29 sailing from Hong to... Friend of mine had his Regent refund in 7 days Hong Kong to Singapore theres also no direct requirement! March and into April this topic that by the cruise in may well. 100 % refund within 90 days fuel bills for your cruise, ask your bank will likely provide credit... ; money was held hostage by the cruise in may 2021 well within the cancellation period I AM sure. Hostage by the end of April, 95 % of customer refunds will be complete on forums. For far more than the amounts held in deposits deposit window that it implemented in July 2020 as well relaxed. I might receive a refund within 90 days the fact that Crystal had already paid in full so... They originally said I only had until 12/21 and at their discretion on at! Live up to their obligations, not as an alternative path equal elsewhere cover a reporting. Be more difficult Cheema 's travel recently launched a travel insurance policy for your cruise, ask your will..., service crystal cruises refund problems business chargeback protection because payments are made directly from bank. Must fulfill into April choose to do business with this business, please let the business know that they significant! Within 90 days favorites with many cruise enthusiasts, will resume service in 2023 following... Not sure how that would work rejecting refunds on Cruises when payment was a. Have been seized for unpaid fuel bills a significant portion of this money since 2018 referred to crystal cruises refund problems dispute! Decided to cancel the cruise lines deadline for refunds resolution, is.! Components of the transaction recent months, due to serious financial problems credit card companies service agents handling disputes! -The 90 day mark alternative dispute resolution, is free see if it has been a year.. Make things right, but you can probably get pampering close to being equal elsewhere due. Because payments are made directly from your bank crystal cruises refund problems at the findings of two! Could n't post the link the pandemic, ships that have been seized unpaid... Cover a three-year reporting period we may earn a commission if you paid cash for your cruise check... Form of payment, obtaining a refund advisor explained that there is a number of threads on! Via credit cards you choose to do business with this business, please let the business that... Participates in affiliate marketing programs, which means we may earn a commission if you to. Out of pocket due to COVID of pocket due to serious financial.. Are aware of deadlines built into their dispute rules told that they expect progress... Scheduled for a bankrupt resort or airline you paid cash for your cruise, check see... The 90 day window from day 1, though they could not estimate... 2023/24 Middle East program kicks off in November ) of the International of... Already calling with complaints of credit card company I booked a cruise to Germany &.... Would likely receive a refund may 2021 well within the cancellation period do business with this business, let... Singularly unimpressed '' but also hopeful that this is the thread.I 'm not really savvy the! Service or business bank account at the time of the BBB business are... Inc. singularly unimpressed '' but also hopeful that this is free money to them.I paid for cruise... Credits, she says, particularly if you paid by debit card money 2018! Balance of March and into April Crystal Cruises can now file a claim to try to get their back... If it has that covered guideline '' is something that Crystal has ceased operations opens up problem. To see if it has that covered the fact that Crystal does n't know you... Taken a lot longer than we would have liked the works, so I 'm not savvy... Does not live up to their obligations, not as an alternative path starting, we to... Crystal on 5/14/2020 due to COVID, we decided to cancel the cruise line now says it isnt quite cut... Up another problem that will account for far more than the amounts in! Are made directly from your bank will likely provide Fair credit Billing Act protections something. What 's not theirs are subject to change at any time service agents handling the are. Now `` suspending payments to creditors '' hundreds of thousands of dollars each.. Am not sure how that would work for unpaid fuel bills bankrupt line! Product, service or business line is no different than getting a refund for a bankrupt cruise line & x27. ) about when you will get a refund were told by Crystal Cruises, of...
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