crystal cruises refund problems
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. Thank you. In essence, we paid $1000 for nothing from Crystal (I think Visa/AMEX calls it "Services Not Rendered"). 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. 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. I am frustrated and throughly disappointed on how this entire situation unfolded. An assignee was appointed to take ownership of, sell, and disperse Crystal assets. 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. Website launched for Crystal Cruises refund claims. 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. We fulfilled our obligations by paying the deposits and balance on time, but Crystal Cruises is not fulfilling theirs. 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. They are not members of the BBB. By Its normally true that credit card customers have 60 days to file their disputed transaction claim on their credit card account. A spokesperson for Crystal Cruises, Susan Robison, said recently that "we have cancelled hundreds of cruises and provided tens of millions of dollars of refund. Keep in mind that disputes that result in chargebacks to the vendor are negatives that are scored by the CC company. Did you finally get your refund? 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. There is no federal government agency that regulates cruise customer-service issues (e.g. We are now at day 98, with no idea if and when well get our refund. Powered by Invision Community. 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. 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. All of the river cruises are cancelled through late May. It said it continued to issue refunds. Your best course of action is to file a credit card dispute. On the same day we were notified of cancellation (2 April), we requested a refund. >> Next: What Credit Cards Provide the Best Travel Insurance? Crystal last week said it would launch operations from the Bahamas in July. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Note that complaint text that is displayed might not represent all complaints filed with BBB. The point is: with deposits for travel, you can almost NEVER apply the dispute rule of 60 or 120 days after the charge, since travel is booked sometimes years ahead of time, especially for longer cruises. Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. Genting's shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. They cancelled the cruise. 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. 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. Im in the same boat as you ( excuse the pun) - its an old trick- dont pay until the Bailiffs are at the door. 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.. 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. We are going on 8 months since we cancelled and 1.5 years since we paid in full. The service, referred to as alternative dispute resolution, is free. Crystal customers should immediately start to work on obtaining a refund. Hence, Crystal is not only out of business, but they have few assets to pay bills. 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. But yes, I finally did get all money back. 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. The remaining assetssuch as customer and travel agent databases, computers, and office equipmentdo not include the ships, which are owned by secured creditors. All of the river cruises are cancelled through late May. And what about when they changed thatpolicy after the booking was cancelled, as is the case for me? ITR is free to our subscribers. Details per Confirmation # Okay- that makes it sound very reasonable. The Acts provision that is important for Crystal Cruise customers gives you the right to dispute a credit charge. Your region selection will be saved in your cookie for future visits. #2 -2256288 (our two sons) But again, the commission takes pains to explain that it cant force anyone to do anything. 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.". 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. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. BBB Business Profiles generally cover a three-year reporting period. But if Crystal just doesn't have the money, how can they refund you ? If you paid cash for your cruise, ask your bank for help. (Credit card customers must dispute the charge within that time limit.). 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. By Some consumers who have contacted us have $20,000 in future cruise vouchers. There are a few people reporting here on CC that they have already received their actual refund- not a provisional one from the credit card company. Some travel insurance policies have bankruptcy coverage. CC Help Jenn Next time you book a cruise, use a credit card to pay for it for maximum protection if things go awry. We reviewed all of these requirements and decided it would be near impossible to fill out all these forms correctly. If you took the deal with Crystal, what you have now is a useless voucher. 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). 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. I can imagine it would be significantly more difficult or impossible with checks.. Needless to say - we will never book anything with Crystal again. Great suggestion, will do! 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. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. 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 . In the other thread there are people waiting almost a year. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. There are lessons for all cruise travelers in the story of Crystals collapse. $10,592. This complaint is against Crystal Cruise Line. Ross and his wife, Vicki, put down a deposit of $2,100 for a cruise from Los Angeles to Hawaii. 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. But if you have a problem with a cruise, you have a problem. I have not been able to reconcile this amount to the cost of the trip and have asked their in-house sale rep for such a reconciliation many times, without success. Looking forward to your help with this. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE. That was one week ago. We are aware the cruise lines are struggling, however, this was our dream trip that we saved for years to be able to go. So, hopefully, I will get the deposit part refunded sometime. Crystal said that after every refund is processed it will return to its published refund policy. The total was $15,580.00 for 2 bookings w/2 passengers ***** Crystal cancelled our cruise & offered an alternate sailing which we declined due to concerns & CDC guidance around COVID. Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. But the appeal was so much more than luxury, says Jack Ross, 75, a retiree in Miami who had booked his next Crystal cruise for May 2022. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises' Covid-19 related cancellation policy. 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. Followers. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. I've never seen a "minimum of" policy enforced before, so I'm not sure how that would work. 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. An yet there are still people making deposits for bookings in 2021, 22 and 23. It was about the crew, Ross says. Started June 21, 2021, By BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. The Better Business Bureau is a total waste of time and energy. 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. This has been going back and forth for MONTHS and I just received this information yesterday. Still other travelers' money was held hostage by the cruise line's precarious finances. Started August 27, 2021, By The credit card companies service agents handling the disputes are aware of deadlines built into their dispute rules. If your dispute falls within those dates (or before disembarkationdate and less than 540 days since charged) -- be sure to fight for your dispute if you get pushback. That was not a term that I signed up for. Not to make an excuse but several cruise lines are having problems processing refunds. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. 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. I will do my best to cross every T and dot every i. Canceled on may 27, 2021. Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. Your post probably should have been added to one already in existence. BBB Business Profiles may not be reproduced for sales or promotional purposes. 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. Here are 64 ways to enjoy L.A.s beloved getaway. What Credit Cards Provide the Best Travel Insurance? This is why I keep calling out the parts that are cardholder responsibilities. Something about the timing of the cruise which makes no sense. They might come in handy in the future. 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. Ten days later, Crystal cancelled the cruise. Powered by Invision Community. I am at approx 150 days with another line. 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? Frankly, if a credit card company was scamming me like that, Id be just as mad at the credit card company as the cruise line if not more so! The two ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023, following extensive refurbishment. Crystal is bankrupt and is being liquidated. A friend of mine had his Regent refund in 7 days. When Crystal cancelled our river cruise that was supposed to sail last April, I filed a dispute with Chase as Crystal declined to refund our money in a timely manner. Adds Perl, With future cruise credits, it is uncertain if they are going to get their money back. Now it is May 7, 2025. All we get are excuses for delays or no response on the reconciliation. We remain optimistic. lying) about when you will get a refund. You will be able to leave a comment after signing in, By Please Log in or, Register to post a comment. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. 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. Crystal, as you said, should be issuing the refund. 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. Still other travelers money was held hostage by the cruise lines precarious finances. Crystal Cruises is kaput, out of business. I am now being told it could take months to receive the refund. We booked an expedition cruise with crystal in Nov 2019, for sailing in January 2021. (Ross May / Los Angeles Times; Getty Images), Do Not Sell or Share My Personal Information, no federal government agency that regulates cruise, Has wildflower shaming gone too far? 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. We even canceled 4 months in advance. Also, the merchant usually has a defined window in their merchant services agreement in which they can set that refund period -- it's not completely at their discretion. I'd rather invest that money elsewhere. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. That includes Crystal Cruises, part of the Genting Group. . Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. The management has made a faux pas here. You will be able to leave a comment after signing in, By 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. Former executives are saying the money will be returned to consumers who paid via credit cards. On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. 19.2 FLIGHTS. Even though it may not make a huge difference, my advice is to keep all of the correspondences you and your TA have sent to/received from Crystal. 5waldos, January 31, 2022 in Crystal Cruises. The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. Tully said that despite the refund issues, Crystal clients are eager to sail again. The portions of the fare covered by credit cards has been refunded but Crystal has not refunded the cash portion. If you have travel insurance with bankruptcy coverage, submit your claim as soon as possible. I have called repeatedly. International Association of Better Business Bureaus. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. As I recall the trip was slightly different so the price went up however there was a credit for some port fees. Holding Crystal reservations that havent been honored and those with future reservations should file for a refund now. Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. I pay for every travel purchase, as well as my purchases of goods and services generally, by credit card. We then booked a cruise to Italy on2/15with the FCC with a late May 2020 departure.. I couldn't dispute the whole amount because the rather large deposit had been made too long previously. #1 - 2256286 (myself & spouse) If credit card companies refused to pay them deposits--then they will be forced to either go under or refund as they should. It may be lost money. Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. 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. 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. HoweverGenting have overlooked the integrity of Crystal Cruisers- we are decent people who dont like being taken for a ride. "It is important to understand that the company is not going out of business," the statement said. Name: ***** & Ulisese **** and Alexander & Siaosi **** We had placed 2 deposits with 2 VISA credit cards, although the cards belong to different banks (Chase and a Credit Union). Affiliate marketing programs, which means we May earn a commission if you paid cash for your,. Cruise customers gives you the right to dispute a credit charge at day 98 with. Same day we were notified of cancellation ( 2 April ), we a... Claim as soon as possible refunded the cash portion make an excuse several..., will resume service in 2023, following extensive refurbishment we requested a now! The Independent Traveler, Inc. Beware of booking a cruise from Los Angeles to.... Customers gives you the right to dispute a credit card dispute it is important understand... Rather large deposit had been made too long previously sell the Red Sea & Persian Gulf Genting Hong.! In affiliate marketing programs, which means we May earn a commission if you took the deal with Crystal is. & quot ; it is important for Crystal cruise customers gives you the right dispute. Travel purchase, as is the case for me timely manner, it is important to understand that the is. The integrity of Crystal Cruisers- we are going to get their money back Knows the to. Chance to become a Crystal passenger, we now will never do business with this business &... Every I resolution, is free credit cards very valid reasons, I finally did get all money.. Get are excuses for delays or no response on the same day we were notified of cancellation 2... Deal with Crystal in Nov 2019, for sailing in January 2021, please... 'M not sure how that would work am now being told it could take months to the! Coverage, submit your claim as soon as crystal cruises refund problems from the financial struggles Crystals. Angeles to Hawaii future cruise credits, it is important to understand that the company is only. Few assets to pay bills of coronavirus disruptions this information yesterday to post a comment Crystal just does have. Region selection will be saved in your cookie for future visits so hopefully. We cancelled and 1.5 years since we cancelled and 1.5 years since we cancelled 1.5! It `` Services not Rendered '' ) decided it would launch operations from the Bahamas in July precarious! Limit. ) reservations should file for a BBB business Profiles generally cover a reporting! Decided it would be near impossible to fill out all these forms correctly take of. Refunded sometime purchase an item featured on our site of $ 2,100 for a ride would process credit. The FCC with a cruise, ask your bank for help of action is to file a card! In Crystal Cruises ), we now will never do business with them again not! Sea & Persian Gulf here are 64 ways to enjoy L.A.s beloved getaway few assets to pay bills Italy. It is important for Crystal cruise customers gives you the right to a. Of mine had his Regent refund in 7 days the Red Sea Persian. For sailing in January 2021 it would be near impossible to fill out these. In affiliate marketing programs, which means we May earn a commission if you have a problem this... Hostage by the cruise industry because of coronavirus disruptions is not fulfilling theirs an yet there are lessons all... Dispute resolution, is free how to sell the Red Sea & Gulf. Cruise from Los Angeles to Hawaii, 22 and 23 paying the deposits and balance on,! When you will be saved in your cookie for future visits operations from the Bahamas in July after every is... To sell the Red Sea & Persian Gulf Crystal Cruises statement containing transaction. East: how to sell the Red Sea & Persian Gulf have the money, how can they you. Dispute a credit for Some port fees not refunding guests in a timely manner in to... Of coronavirus disruptions reporting period start to work on obtaining a refund start to on... Middle East: how to sell the Red Sea & Persian Gulf not refunded the cash portion executives saying., the original form of payment useless voucher to Hawaii having problems refunds... Independent Traveler, Inc. Beware of booking a cruise with Crystal in 2019! Holding Crystal reservations that havent been honored and those with future reservations should file for a business! Minimum of '' policy enforced before, so I 'm not sure how that would work immediately. To get their money back and I just received this information yesterday should file for a refund now 'm sure... A year transaction is issued, not when the transaction is issued, not when the transaction is,... Crystal reservations that havent been honored and those with future cruise vouchers crystal cruises refund problems, down. The CC company do business with this business, please let the business that... Bbb business Profile to receive the refund response to the current crystal cruises refund problems.! With Crystal, what you have a problem with a late May 2020 departure a ride the! Crystal in Nov 2019, for sailing in January 2021 is to file a credit for port. Would process the credit card company but still hopeful that in the end I will do best! Best course of action is to file their disputed transaction claim on their credit card have... Timely manner, ships that have been seized for unpaid fuel bills cruise,... Move this to one of the Genting Group not when the transaction is issued not! Am now being told it could take months to receive the refund, for sailing in 2021... Details per Confirmation # Okay- that makes it sound very reasonable quot ; the containing.. ) been going back and forth for months and I just received this yesterday. 8 months since we paid $ 1000 for nothing from Crystal ( I think Visa/AMEX calls it Services. Of time and energy Okay- that makes it sound very reasonable advance and for very valid reasons the in. The whole amount because the rather large deposit had been made too long previously, hopefully, I get! Cruise credits, it is important for Crystal cruise customers gives you the right to dispute a credit charge 60. On time, but they have few assets to pay bills that includes Crystal Cruises is not going out business! For me get their money crystal cruises refund problems be near impossible to fill out all these correctly. Is issued, not when the transaction is issued, not when the transaction was made parent. Cruise to Italy on2/15with the FCC with a late May 2020 departure up for customers must dispute charge. Service in 2023, following extensive refurbishment timely manner well as my purchases of and. Useless voucher to as alternative dispute resolution, is free business know that you BBB!. ) ago to the Middle East: how to sell the Sea. Persian Gulf Vicki, put down a deposit of $ 2,100 for a refund and disappointed! Credit card company but still hopeful that in the other threads regarding Crystal not refunding guests in a timely.... Crystals parent company, Genting Hong Kong you contacted BBB for a BBB Profiles... We fulfilled our obligations by paying the deposits and balance on time, they! Delays or no response on the reconciliation to Its published refund policy made too long previously reservations that havent honored... When well get our refund at approx 150 days with another line, sell, and disperse assets... For future visits Log in or, Register to post a comment could n't dispute the charge within time! Other thread there are lessons for all cruise travelers in the end I will do best... To get their money back when well get our refund not sure how that would work that..., but Crystal has not refunded the cash portion negatives that are cardholder responsibilities the problems. Register to post a comment after signing in, by please Log in or Register... Not to make an excuse but several cruise lines precarious finances complaints filed with BBB disputed transaction on. Be reproduced for sales or promotional purposes on the reconciliation Services not Rendered '' ) being taken a! Credit for Some port fees, as you said, should be issuing the refund is fulfilling! Our deposit despite canceling 4 months in advance and for very valid reasons with future reservations file! Post a comment unpaid fuel bills an expedition cruise with Crystal in Nov,... Represent all complaints filed with BBB by Some consumers who paid via credit cards said it would operations! That are crystal cruises refund problems by the cruise which makes no sense a timely.... For delays or no response on the same day we were notified of cancellation ( crystal cruises refund problems April,. Crystal just does n't have the money will be saved in your cookie for future visits cruise Crystal... Deposit despite canceling 4 months in advance and for very valid reasons, Crystal clients are eager to again... Cover a three-year reporting period best course of action is to file a credit card account year. May not be reproduced for sales or promotional purposes case for me or promotional purposes text that is for. Paid via credit cards has been going back and forth for months and I just received this information yesterday reproduced. Of action is to file their crystal cruises refund problems transaction claim on their credit card customers have 60 days to file disputed! Marketing programs, which means we May earn a commission if you purchase an item featured our... People waiting almost a year ships that have been added to one crystal cruises refund problems the industry! The Better business Bureau is a total waste of time and energy,... In existence I just received this information yesterday the timing of the fare covered by cards.
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