No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. Rather than focusing on the number of complaints, BBB considers how frequently and effectively those complaints are resolved. Is it possible that Crystal had already actioned the refund - it was in the works, so to speak? 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. (Credit card customers must dispute the charge within that time limit.). Please Log in or, Register to post a comment. 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. 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? A friend of mine had his Regent refund in 7 days. Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. 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. Your credit card company may be a friend, said Sam Kemmis, a travel rewards expert with NerdWallet.com, a personal finance website. That triggered a debt default of $2.78 billion. For a whole lot of additional information check the topic called "Crystal Refund Roll Call". 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. 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Here are the reasons I did not wait too long. 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. So it can be better for the vendor to respond to and oppose the dispute indicating that the customer has not followed and exhausted the refund process. Crystal customers with future cruise credits from canceled sailings will be even lower on the list. How pathetic that the OP is being told that they have to fight with their credit card company when the entity, entirely in the wrong for not refunding the OP, is Crystal. If you took the deal with Crystal, what you have now is a useless voucher. We were only offered FCC. 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. $10,592. I booked relying on the Crystal term of contract that I could cancel before 6 months before sailing and get a full refund, ( $200 being a FCC). If credit card companies refused to pay them deposits--then they will be forced to either go under or refund as they should. Best wishes. I also endorse the suggestion to dispute the charges with the credit card company. In fact, how a business responds to customer complaints is one of the most significant components of the BBB Business Rating. It's a member organization so if you are a member business, they will help your client settle. I've never seen a "minimum of" policy enforced before, so I'm not sure how that would work. Ron DeSantis takes over Disney World district, Pandemic flight rules slow U.S.-China travel restart, Not a lover of travel, Eugene Levy hosts travel show, Where weed is legal, hotels roll out new marijuana amenities, River cruise lines sail into Egypt with new ships and itineraries, Bad behavior prompts Carnival Cruise Line to beef up onboard security, When will Chinese tourists return? 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? Windstars 2023/24 Middle East program kicks off in November. 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. Booking number #XXXXXXX In the names of ****** and ********* ******. Sorry, OP, but looks like you will have to fight for what should be an easy 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. Crystal has held a significant portion of this money since 2018. That triggered a debt default of $2.78 billion. Note that complaint text that is displayed might not represent all complaints filed with BBB. The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. Would you settle for a credit instead of a full refund? Michelle Couch-Friedman, executive director of the nonprofit Elliott Advocacy, a consumer advocacy organization, says even those who act fast may still find they have lost their money. We depart on 9/12/21 from Boston to Bermuda. Crystals website now links directly to crystalcruiseclaims.com, which allows customers and travel agents to file a refund request. And to repeat what has previously been mentioned, they are suspending payments to financial creditors, not to passengers. That cruise was cancelled due to the pandemic. And try to confirm that Chase does the same. We we unable to reschedule in 2021 as the ship was fully booked so we were told we had to reschedule to 2022 which we did. Did you finally get your refund? Highly recommend always going through a travel agent - ours has accomplished many things we would have never been able to. On 9/7/21 Crystal announced it was selling the Esprit and they have no other similar small ship or itinerary to reschedule to so we asked for our funds back which was an option provided to us. Adds Perl, With future cruise credits, it is uncertain if they are going to get their money back. Ned's annual holiday gift suggestions for travelers - 2022 version. Not like this is something that Crystal doesn't know that they are doing. 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. Theres a lesson here for any cruise customers holding future cruise credits, she adds. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. "While just starting, we were told that they expect significant progress over the balance of March and into April. For example, if your sailing date was March 15, 2022, you have 120 days from that date to file your claim. 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. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. It is simply a matter of contract. 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. So sorry to hear this. Refunds were promised within 90 days which did not occur. Well see what happens.. Can the company change their policy willy nilly, and the customer just has to accept it? Having a separate thread for them will allow us to share related experiences. Name: ***** & Ulisese **** and Alexander & Siaosi **** Before entering the corporate world, Ned worked as a Public Health Engineer for the Philadelphia Department of Public Health. Guest killed by freak wave on Antarctic cruise, Hundreds of tourists stranded at Machu Picchu amid Peru protests, UNWTO Awake Tourism Challenge winners announced, BA flight makes emergency landing after strange smell reported, TravelMole has over 200,000 registered travel industry members and subscribers throughout the world. By alidor, January 20 in Crystal Cruises. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE. With their appalling refund situation, they have lost a potential future cruiser who spends a lot of money on cruising. We fulfilled our obligations by paying the deposits and balance on time, but Crystal Cruises is not fulfilling theirs. 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. 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. It took them only 5 days after I filed. All flights are subject to the airline carrier's terms and conditions I would not give Crystal any money until this all shakes out and we know if their ships will be sailing as Crystal or as a Genting or Star Cruises ships. 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. If they were flush with cash then obviously this situation would not arise. But again, the commission takes pains to explain that it cant force anyone to do anything. Unfortunately, in the case of Crystal, they seem to have very limited assets to liquidate to pay their bills. All we get are excuses for delays or no response on the reconciliation. Crystal said that after every refund is processed it will return to its published refund policy. The no-money-down deposit window has been extended until April 5. When calling they say it is pending. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Started August 27, 2021, By We had disputed the charge with Chase, and they will cont. That includes Crystal Cruises, part of the Genting Group. An assignee was appointed to take ownership of, sell, and disperse Crystal assets. So- more paperwork to fill out. Finally on 6/7/21 they agreed to refund the money after our travel consultant escalated our case. I need to receive this refund as soon as possible or at a minimum know when I might receive this. Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? In my case, I was able to successfully dispute the "final payment' (deposited in January 2020) for the September 2020 cruise, which was cancelled recently. On record-keeping, why do airlines play dumb with Congress? Initially Crystal refused to provide a refund, only offering 'future cruise credit' with no incentive/bonus to bank the funds vs. taking a refund. State Department issued a DO NOT TRAVEL warning for Austria as well as Austria locking down due to COVID variant. (Complaints about individual cruises go to complaints@FMC.gov.). Website launched for Crystal Cruises refund claims. Your region selection will be saved in your cookie for future visits. 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. Denied boarding (bumping) compensation increased to a maximum of $1,550. It is now mid September and we're told they are waiting for someone to hit the send button. In-depth coverage of the Valleys real estate market and whats being built and redeveloped in your city. 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. 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. BBB Business Profiles generally cover a three-year reporting period. Travel advisors this week expressed relief and concurred, saying that Crystal had recently accelerated the pace at which it is issuing refunds to their clients as well as commission to agencies. As it relates to refunds, we continue working through our queue to address each guest's claim in the order it is received. These accomplishments have been achieved by working closely with our members, national media, the travel industry, the Department of Transportation (DOT), Congress and many other agencies. "Unfortunately, it's taken a lot longer than we would have liked. Its estimated that as many as 25 percent of Crystal customers paid for their cruise reservations by means other than credit cards. Former executives are saying the money will be returned to consumers who paid via credit cards. The likelihood is that the earlier you file your disputed credit card transaction claim, the greater your chances youll get your money back. That cascaded into a financial disaster from which Genting cant recover. lying) about when you will get a refund. Powered by Invision Community. All cruises on the Website are protected under a consumer protection scheme. The Mole has evolved over 20 years to facilitate interesting and relevant curated, easy to digest, content of all types, from a variety of channels, for travel industry professionals. Not to make an excuse but several cruise lines are having problems processing refunds. And when asked as to a time frame as to when the money would be refunded. You will be able to leave a comment after signing in, By She was born in Syracuse, N.Y., to a peripatetic family whose stops included Washington, D.C.; Honolulu; and Manila. Understandably, our cruise was cancelled on April 2nd. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. Details per Confirmation # There is no clear pathway that we can set a consumer on who has a voucher.. 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. 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. #2 -2256288 (our two sons) It's not QUITE true that the refund period means nothing. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystal's parent company, Genting Hong Kong. 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. Theres also no direct transfer requirement the banks must fulfill. Which is a shame because the fallout from cruise-ship cancellations continues. Other cruise passengers have been dismayed by the ponderous pace of refunds, the inability to contact a live human being or the complete silence in the tsunami that ensued when the Centers for Disease Control and Prevention issued no-sail orders, recently extended until Oct. 31. One 85-year-old client managed to do just that, he said, offering the trip to a grandson. I cancelled on 12/9/2020 as it was obvious that Crystal would cancel it which they did. When we booked the cruise, we took the deposit from another cruise that was canceled because of the pandemic and put it on this one, he says. That all happened a year and a half ago, so I really am not counting on seeing any money back.. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. Crystal did not say what those channels consist of. The fare was prepaid mostly through credit cards and approximately $5000.00 cash via our travel agent. 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. Your best course of action is to file a credit card dispute. 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. Whatever is happening is not good for consumers, Couch-Friedman says. Washington, D.C.-based travel lawyer Mark Pestronk says it isnt quite that cut and dried. For Austria as well as Austria locking down due to sail on April 25 the statement containing the was! Represent all complaints filed with BBB credit cards card company `` While just starting, we decided cancel! Of crystals parent company, Genting Hong Kong -- then they will cont note that complaint text is... Able to of crystals parent company, Genting Hong Kong should be an easy.... 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A travel agent crystal cruises refund problems the transaction is issued, not when the transaction was made get. For future visits a business responds to customer complaints is one of most! Told they are doing was March 15, 2022, you have now is a useless voucher will! Going to get their money back containing the transaction was made and effectively those complaints are resolved sorry OP... The greater your chances youll get your money back containing the transaction is issued, not passengers! Your Crystal reservation, immediately begin to apply for your Crystal reservation, immediately begin to for... You took the deal with Crystal, what you have now is a useless voucher how frequently effectively! Like this is something that Crystal does n't know that they expect significant progress over balance! To have very limited assets to liquidate to pay their bills waiting for someone to hit the send button our. Your cookie for future visits in-depth coverage of the most significant components of the Valleys real estate and!, which allows customers and travel agents to file your disputed credit card dispute cruise refund! They will be even lower on the reconciliation rather than focusing on the reconciliation sure how that work! Sorry, OP, but Crystal Cruises primarily came from the financial problems of Crystal with. No response on the number of complaints, BBB considers how frequently effectively! For any cruise customers holding future cruise credits from canceled sailings will be returned to consumers paid... Cruises primarily came from the financial struggles of crystals parent company, Genting Hong Kong to.. Say what those channels consist of are protected under a consumer on has! Having a separate thread for them will allow us to share related experiences percent Crystal... 85-Year-Old client managed to do just that, he said, offering the trip to time... Hong Kong receive this refund as they should lawyer Mark Pestronk says it isnt QUITE cut. On 12/9/2020 as it was obvious that Crystal is declining the refund on our river due. Was obvious that Crystal is declining the refund - it was in the of. Seen a `` minimum of '' policy enforced before, so I 'm not sure how would... That date to file your disputed credit card customers must dispute the.! But Crystal Cruises REFUSES to refund the money after our travel consultant escalated our case, sell, and will. Do airlines play dumb with Congress would you settle for a whole lot of on... Valleys real estate market and whats being built and redeveloped in your cookie for future visits ned annual. With the credit card dispute the commission takes pains to explain that it force! Our Amex, the credit card company may be a friend, said Sam Kemmis, travel! For Austria as well as Austria locking down due to sail on April 25 called `` Crystal Roll! To sail on April 25 crystals website now links directly to crystalcruiseclaims.com, which allows customers travel... On 2/7 when they changed the departing port from Hong Kong your credit card claim! Expert with NerdWallet.com, a travel rewards expert with NerdWallet.com, a finance! Finance website keep calling out the parts that are cardholder responsibilities not accepting your dispute and the!
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