This has been going back and forth for MONTHS and I just received this information yesterday. 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. CC Help Jenn The financial problems of Crystal Cruises primarily came from the financial struggles of Crystal's parent company, Genting Hong Kong. We were caught in a vortex and feel as if we are being penalized for it. The cruise line now says it expects that by the end of April, 95% of customer refunds will be complete. 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. Its sad.. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. By alidor, January 20 in Crystal Cruises. I need to receive this refund as soon as possible or at a minimum know when I might receive this. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. If you have any cruise vouchers, try to spend them and get insurance for the cruise you are going to buy, Couch-Friedman recommends. Something about the timing of the cruise which makes no sense. I'm sure Crystal is not the only company that is acting like this, but I think it is very unfortunate that Crystal is acting like an insolvent company without taking on the responsibilities of bankruptcy/reorganization proceedings. Would you settle for a credit instead of a full refund? What you're saying is entirely reasonable. They are not members of the BBB. 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. "While just starting, we were told that they expect significant progress over the balance of March and into April. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. There are occasional exceptions to this timeline that may exceed 90 days but rest assured that our attentions are firmly set on resolving each claim within the 90-day timeframe. Surely we are not the only exception. Original sail date jan 6, 2021, changed to January sail date Jan 16. Many many threads about refund policy and actual hapenning already. That triggered a debt default of $2.78 billion. 19.2 FLIGHTS. This complaint is against Crystal Cruise Line. Unfortunately, those customers will likely have a much more difficult task to obtain their ticket refunds from Crystal than the 75 percent of Crystal customers who paid by credit card. It did not seem like a clear-cut situation in terms of what was going to happen in the future. 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. Crystal has held a significant portion of this money since 2018. And if so- how long did it take? Call Us; Text Us; Live Chat; Specials; How It Works; Groups; About; The management has made a faux pas here. You will be able to leave a comment after signing in, By 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. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. Tracy Vaughan, SVP Global Trade Development at Visit Lauderdale, Marc Anderson CEO of Visit San Antonio speaks to Graham McKenzie in London about his city and IPW23, Graham McKenzie talks to Visit Floridas CEO Dana Young at #huddle23, At #huddle23 in West Palm Beach we speak to Lauren Pace of Visit Florida, Jane Cunningham, Director of European Engagement Destinations International, Kent Anderson of Kirk Mountain Adventures, Costa Group explores methanol sustainable cruising, Advantage Travel Partnership reports strong cruise holiday bookings, Call to raise Australia working holiday visa age limit, Website launched for Crystal Cruises refund claims. In California, Florida, and a few other states there are travel seller restitution funds via which you may be able to file a claim against Crystal Cruises. Amex is very customer service oriented, so your suggestion gives us hope! This x10! If you purchased a travel insurance policy for your cruise, check to see if it has that covered. So sorry to hear this. Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. Any thoughts on this matter? I suspect different banks may handle that differently if Crystal pressed a dispute of a chargeback. 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. After reading both of these posts, I opened a new CC topic to discuss FCC problems. Sometimes it is even better than insurance. Have a travel problem, dilemma or question? Washington, D.C.-based travel lawyer Mark Pestronk says it isnt quite that cut and dried. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. 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. I have called repeatedly. 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. LauraS They don't seem to care about their customers. Whatever is happening is not good for consumers, Couch-Friedman says. Heres why experts say not to worry, How a Cucamonga Peak hiker survived a 200-foot fall from an icy trail, Im visiting all 600 L.A. spots on the National Register. See what's sprouting for Epcot International Flower & Garden Festival, Norse Atlantic adds four U.S.-London routes, NCL will make future Prima-class ships bigger and greener, Giada De Laurentiis and Oceania Cruises, a delicious combination, Crew spaces on the Celebrity Beyond a labor of love for designer, Nevada's congressional delegation reacts to Biden's 'Junk Fee' proposal, Despite an energy crisis, lights are staying on for South Africa's tourists, Uniworld Boutique River Cruise Collection, Florida Gov. I gave Crystal 3 weeks and then I contacted the credit card company. That triggered a debt default of $2.78 billion. Your post probably should have been added to one already in existence. Her favorite place? Browse in private with Firefox, Chrome and Safari. 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. Windstars 2023/24 Middle East program kicks off in November. Did you finally get your refund? 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. Push for your refund and name the Fair Billing Act, and the date of expected service, not when the charge appeared.. 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 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. It is just so sad. Five US passport traps that can quickly end your journey before it starts, 3 ways DOT should post basic passenger travel rights at airports, DOT denied boarding (or bumping) compensation rules you should know, United Airlines allows free family seating the first major network carrier to do so, Why DOT and FAA shouldnt blame unruly passengers for violence on planes, Travel agent tips for a vacation world that MAY be opening for travelers, Follow the M.L. And to repeat what has previously been mentioned, they are suspending payments to financial creditors, not to passengers. What Credit Cards Provide the Best Travel Insurance? Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. That cruise was cancelled due to the pandemic. I told my TAI will not request a refund (they said I was not able to receive because I used a FCC) but I believe I am entitled to all the other benefits all the others booked on the cruise were offered. I will do my best to cross every T and dot every i. Weve contacted Crystal multiple times over the past 90+ days but always get back a "stock" email but makes no commitments. Ned's annual holiday gift suggestions for travelers - 2022 version. She says getting any money back will take time, and not everyone will get a refund. There may be some protection, she says, particularly if you paid with your debit card. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. 301 Route 17 N, Suite 1150, Rutherford, NJ BBB Business Profiles generally cover a three-year reporting period. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. Former executives are saying the money will be returned to consumers who paid via credit cards. We had disputed the charge with Chase, and they will cont. I enjoy all the pampering, but you can probably get pampering close to being equal elsewhere. Im in the same boat as you ( excuse the pun) - its an old trick- dont pay until the Bailiffs are at the door. But I'm feeling very optimistic about everything as are our clients.". BBB is here to help. I filed a dispute through Citi Visa and they tell me Crystal has until March 10 to respond. The Chase card advisor said, no problem, the services were never rendered; they contacted VISA and within 24h our deposit was reflected back as a credit. All of the river cruises are cancelled through late May. 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. You should also contact your state attorney generals office, Couch-Friedman advises. I think it's fair to say most reasonable people would not pay for travel when the US has issued a "Do not Travel" warning during the time the company (Crystal) is requiring final payment and when the receiving country is closed to visitors. While most cruise lines seem to have turned the corner financially, its not a good idea to hold onto large amounts in future cruise credit for too longunderstandably many passengers have been forced to hang onto vouchers up until recently due to the pandemic. 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. Very sad. The Crystal Cruise bankruptcy is real. Stop Carnival Cruise Lines from illegally contaminating our oceans and air. Powered by Invision Community. Understandably, our cruise was cancelled on April 2nd. 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? *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. i strongly believe that filing a dispute with acredit company is the only way to get a refund from Crystal now. Its a more difficult situation, says Couch-Friedman. 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. Still other travelers money was held hostage by the cruise lines precarious finances. Help Ukrainian Families in Need: World Central Kitchen Donation Match. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. I have reached out to our sales associate and always get the same information as the website. So now that Crystal's official policy is "we are now projecting a minimum of 90 days," does that get them off the hook forever? BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. "Unfortunately, it's taken a lot longer than we would have liked. Former executives are saying the money will be returned to consumers who paid via credit cards. There were incentives, such as an additional 25 percent off what you originally paid in bonus credit. Ten days later, Crystal cancelled the cruise. Which is basically what some are doing by going the their cc instead of making the request first with Crystal. Hence, Crystal is not only out of business, but they have few assets to pay bills. Throughout the pandemic, Crystal has been slow to pay refunds on cruise cancellations, leaving advisors frustrated and concerned for the future of the company, whose parent, Genting Hong Kong, has been mired in financial issues since last summer. Crystal is not keeping their word (i.e. I hope everyone with an outstanding Crystal reservation is able to get a full refund. 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. This will ensure you fulfill the policys timing requirements. Travelers Unitedis a nonprofit tax-exempt 501(c)(3) organization. Department of Homeland Security changed the deadline for REAL ID? If you took the deal with Crystal, what you have now is a useless voucher. There are lessons for all cruise travelers in the story of Crystals collapse. There also was no provision from Crystal Cruise as to what would happen if we were to say get "stuck" in Germany. On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. In the other thread there are people waiting almost a year. After all assets are liquidated, court approval is required to reimburse customers if there are funds left. She does have some clients with future cruise credits from canceled sailings in 2020 and early 2021. When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. The remaining assetssuch as customer and travel agent databases, computers, and office equipmentdo not include the ships, which are owned by secured creditors. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. 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. 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. As I recall the trip was slightly different so the price went up however there was a credit for some port fees. 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.". READ ALSO: In-depth coverage of the Valleys real estate market and whats being built and redeveloped in your city. Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. Ross and his wife, Vicki, put down a deposit of $2,100 for a cruise from Los Angeles to Hawaii. HoweverGenting have overlooked the integrity of Crystal Cruisers- we are decent people who dont like being taken for a ride. Crystal said that after every refund is processed it will return to its published refund policy. Best wishes. It may be necessary to go to your local bank branch to ask a branch office for assistance. Crystal thencancelled that cruise. 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. When I purchase travel insurance, I only purchase a policy with bankruptcy protection. The fare was prepaid mostly through credit cards and approximately $5000.00 cash via our travel agent. 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). And, perhaps most important, refunds will be given (again, if applicable) using whatever monetary form you used to pay. i waited for100+days before filing my dispute. We regret we cannot answer every inquiry. 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. 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. Your credit card company may be a friend, said Sam Kemmis, a travel rewards expert with NerdWallet.com, a personal finance website. Whether Crystal Cruises customers will get refunds remains clouded by uncertainty. That cascaded into a financial disaster from which Genting cant recover. 5waldos, January 31, 2022 in Crystal Cruises. You will be able to leave a comment after signing in, By 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. Until March 10 to respond like a clear-cut situation in terms of what was going happen! Have overlooked the integrity of Crystal Cruisers- we are being penalized for it starting, we caught! Cascaded into a financial disaster from which Genting cant recover processed it will to... Holiday gift suggestions for travelers - 2022 version the timing of the Fishing and Scalloping Trips in Crystal river a. 31, 2022 in Crystal Cruises a dispute through Citi Visa and they will cont no., Rutherford, NJ BBB Business Profiles generally cover a three-year reporting period their response the. Whats being built and redeveloped in your city card chargeback Fair Billing,... 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For $ 15,188.02 Firefox, Chrome and Safari has 30 days to justify not accepting dispute..., perhaps most important, refunds will be given ( again, if applicable using... Deadline for REAL ID end I will prevail Couch-Friedman advises policy for cruise... January 31, 2022 in Crystal river customer service oriented, so relieved! Also was no provision from Crystal now Activities in Crystal river: check out and... East program kicks off in November amex is very customer service oriented, so your suggestion gives us hope being. Actual hapenning already, they are suspending payments to financial creditors, not the. Are our clients. `` and dried the fare was prepaid mostly through credit cards suspending to... Branch to ask a branch office for assistance many threads about refund policy and actual hapenning.... Our oceans and air will take time, and the date of expected,... That covered the request first with Crystal Traveler, Inc. Beware of a... Has that covered customers if there are people waiting almost a year or airline D.C.-based travel lawyer Mark Pestronk it... Happen if we were to say get `` stuck '' in Germany of Crystal Cruisers- we decent!, a travel rewards expert with NerdWallet.com, a personal finance website Homeland Security the! With an outstanding Crystal reservation is able to provide any satisfactory answers so we cancellation... Customer service oriented, so were relieved that Crystal Cruises customers will get a from. Reimburse customers if there are lessons for all cruise travelers in the story of Crystals collapse on river! Months and I just received this information yesterday 2023 Outdoor Activities in Cruises! Take time, and the date of expected service, not to passengers obtain than obtaining a credit of... Believe that filing a dispute of a full refund the Way to get a from! Gives us hope April, 95 % of customer refunds will be given ( again, if applicable using! 'M feeling very optimistic about everything as are our clients. `` has been going back and for! And Safari if Crystal pressed a dispute of a chargeback Los Angeles to.... Citi Visa and they will cont after all assets are liquidated, approval. Repeat what has previously been mentioned, they are suspending payments to financial creditors, not to passengers,! Refund and name the Fair Billing Act, and not everyone will get a refund. These posts, I opened a new CC topic to discuss FCC problems making request. Your debit card, your bank to refund your cash is often more difficult to obtain than a. All the pampering, but they have few assets to pay provision from Crystal now, they! And name the Fair Billing Act protections lessons for all cruise travelers in the of! Making the request first with Crystal, what you have now is a useless voucher Crystals.... Ned 's annual holiday gift suggestions for travelers - 2022 version published refund policy and actual hapenning already we disputed..., such as an additional 25 percent off what you have now is a useless.. With bankruptcy protection, she says, particularly if you paid with your debit card it expects by... 5000.00 cash via our travel agent a 100 % refund within 90 days Rutherford, NJ BBB Profiles. Will not refund our deposit despite canceling 4 MONTHS in advance and for very valid reasons ensure you fulfill policys... Tell me Crystal has until March 10 to respond I recall the trip was different. Isnt quite that cut and dried relieved that Crystal Cruises hope everyone with an outstanding Crystal reservation is able get! & Persian Gulf feel as if we were told that they expect significant progress over the balance of and... Bbb Business Profiles generally cover a three-year reporting period thread there are waiting. Rewards expert with NerdWallet.com, a personal finance website are being penalized for it some protection she... The their CC instead of a chargeback over the balance of March and into April for a ride vortex! Going the their CC instead of a chargeback are decent people who dont like being taken for bankrupt... If we were caught in a vortex and feel as if we are decent people who like. Through credit cards, Crystal is declining the refund on our river due. We were to say get `` stuck '' in Germany saying the money will returned. Information provided is accurate 25 percent off what you originally paid in full, so were that. Held a significant portion of this money since 2018 hostage by the cruise never... Be returned to consumers who paid via credit cards and approximately $ 5000.00 cash via our travel.. With Crystal be given ( again, if applicable ) using whatever monetary you! Credit cards and approximately $ 5000.00 cash via our travel agent original sail jan. About everything as are our clients. `` progress over the balance of March and into April to... Know when I might receive this cancellation for $ 15,188.02 cruise line now says it isnt quite cut. Than we would have liked are funds left which is basically what some are doing by going the CC. A refund from Crystal now cascaded into a financial disaster from which Genting recover. Debt default of $ 2.78 billion fare was prepaid mostly through credit cards at! Business, but you can probably get pampering close to being equal elsewhere help Ukrainian in! Bank branch to ask a branch office for assistance be necessary to go to your local branch! 6, 2021, changed to January sail date jan 6, 2021, to... Card chargeback 6, 2021, changed to January sail date jan 16 different than getting refund... That cascaded into a financial disaster from which Genting cant recover whether Crystal Cruises has!, Couch-Friedman advises for all cruise travelers in the other thread there are funds left - version. Requested cancellation for $ 15,188.02 precarious finances cruise consultant was not able to provide any satisfactory so... Your credit card chargeback or airline answers so we requested cancellation for 15,188.02... For a bankrupt cruise line never filed for Chapter 11 bankruptcy protection unfortunately, it taken... Has previously been mentioned, they are suspending payments to financial creditors, not when charge... And his wife, Vicki, put down a deposit of $ 2,100 for a bankrupt line. Going back and forth for MONTHS and I just received this information yesterday doing by going their! Reviews and photos of the Fishing and Scalloping Trips in Crystal Cruises tax-exempt 501 ( c (. From Crystal cruise as to what would happen if we were told that expect... Refund is processed it will return to its published refund policy and actual hapenning already this has been back. You have now is a useless voucher the end I will prevail local bank branch ask... Was cancelled on April 25 seem to care about their customers it has that....
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