Started June 21, 2021, By And what about when they changed thatpolicy after the booking was cancelled, as is the case for me? Submitting a response indicates a willingness to work with customers to make things right. Unfortunately, due to COVID, we postponed to January 2022. There were incentives, such as an additional 25 percent off what you originally paid in bonus credit. 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. There may be some protection, she says, particularly if you paid with your debit card. It's a member organization so if you are a member business, they will help your client settle. Washington, D.C.-based travel lawyer Mark Pestronk says it isnt quite that cut and dried. We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. If you have a copy that says 90 days, and the merchant provides a subsequent policy change that says "minimum of 90 days", the credit card company will almost always honor the cardholder's initial notice. Sometimes working directly with the bank that issued the card may result in a longer grace period. We had disputed the charge with Chase, and they will cont. -Credit card company will only allow you to dispute (and charge back) charges that are within some defined time-frame (defined by the credit card companies and somewhat ill-defined since it has been modifying that policy without letting the customers knowthat's a topic for another discussion), so sooner you file for the dispute, more likely the charges are still not "too old.". Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. 301 Route 17 N, Suite 1150, Rutherford, NJ 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. The owner of Cheema's Travel recently launched a travel coaching business. See details. Travelers Unitedis a nonprofit tax-exempt 501(c)(3) organization. I am being told that because I used FCC to book the Italycruise that I only have until 12/22 to use the FCC. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. I am unable to get a refund for the balance of $15,242 and no information on the status other than it's pending. Before entering the corporate world, Ned worked as a Public Health Engineer for the Philadelphia Department of Public Health. 07070 USA Telephone: (201) 902-2000. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. But if Crystal just doesn't have the money, how can they refund you ? BBB Business Profiles generally cover a three-year reporting period. That triggered a debt default of $2.78 billion. The issue here is people make the credit card deposits with a company such as Crystal sometimes two years in advance., If you call your credit card company, be very insistent, she recommends. And when asked as to a time frame as to when the money would be refunded. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back . We were only offered FCC. Some travel insurance policies have bankruptcy coverage. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. 19952023, The Independent Traveler, Inc. Your post probably should have been added to one already in existence. Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. The CC dispute is intended to be for when a vendor does not live up to their obligations, not as an alternative path. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. Any thoughts on this matter? 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. We had placed 2 deposits with 2 VISA credit cards, although the cards belong to different banks (Chase and a Credit Union). Former executives are saying the money will be returned to consumers who paid via credit cards. The no-money-down deposit window has been extended until April 5. 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. 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. BBB Business Profiles are subject to change at any time. Crystal thencancelled that cruise. But again, the commission takes pains to explain that it cant force anyone to do anything. Okay- that makes it sound very reasonable. -The 90 day "guideline" is something Crystal just decided on their own. If you purchased a travel insurance policy for your cruise, check to see if it has that covered. I had to fight that as they originally said I only had until 12/21. Airlines Refunds: DOT enforcement notice that all airline tickets canceled by the airlines must be repaid to include all airfare, taxes and added fees with cash not airline credits. The state's lawmakers emphasized the need for transparency rather than criticizing the resort fees. While its website continues to state that theyve paused, the cruise line is dead. The contract # was XXXXXXX. Processing disputedrefunds take priority over other refunds for Crystal. I am now on day 120--and still no refund. 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. 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. I've never seen a "minimum of" policy enforced before, so I'm not sure how that would work. Also, the bank will usuallyprovide a credit to the customer until the issue is resolved, so even if a merchant argued that they got "at least X" number of days, there's a good chance that the credit card company would issue a credit against that charge (either temporary or permanent) even if it's not technically eligible yet for a chargeback against the merchant. Thecruisedid not depart, therefore service was not rendered and the money should be refunded. "While they didn't like the way their refunds were handled, they love the product and they cannot wait to go back and cruise again," she said. We did not cancel. Powered by Invision Community. No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. 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). We gave them the wire details and we're told it would be sent. On 19-AUG-2021 Crystal submitted a final bill for $15,188.02. Its sad.. I will do my best to cross every T and dot every i. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises' Covid-19 related cancellation policy. It turned out to be a good premonition for us, says Perl. Is it possible that Crystal had already actioned the refund - it was in the works, so to speak? When I purchase travel insurance, I only purchase a policy with bankruptcy protection. It was set to sail 8/9/2020 but was cancelled by Crystal on 5/14/2020 due to COVID. 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. State Department issued a DO NOT TRAVEL warning for Austria as well as Austria locking down due to COVID variant. Whether Crystal Cruises customers will get refunds remains clouded by uncertainty. We regret we cannot answer every inquiry. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Crystal Cruises, LLC (Crystal) suspended operations for its Ocean and Expedition voyages through April 29, 2022. The agent very nicely says she has no date, but eventually we will get our money. The booking number is XXXXXXX. Which is a shame because the fallout from cruise-ship cancellations continues. 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). Crystal extended its no-money down deposit window that it implemented in July 2020 as well as relaxed final payment policies. Great. Sounds like Crystal responded to your dispute in record time. On 9/11th, while printing and reviewing cruise details, we saw that none of our booked dinner reservations - see attached confirmations - showed on our itinerary. Im singularly unimpressed. I'd rather invest that money elsewhere. The service, referred to as alternative dispute resolution, is free. They don't seem to care about their customers. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. 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. Nothing about refunding after months , and at their discretion. "Unfortunately, it's taken a lot longer than we would have liked. 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. I am "singularly unimpressed" but also hopeful that this is just a delaying tactic. All through the year, even though there were indications of an increase in COVID. 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. Copyright 2023 Northstar Travel Media, LLC. 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). Still other travelers money was held hostage by the cruise lines precarious finances. It was the banks role to cover the charge within those parameters, not the merchant. 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. Beloved for their 6-star, personalized service, their comfort and the sophisticated atmosphere, Crystal Serenity and Crystal Symphony will continue to operate under the " Crystal Cruises " brand. She says getting any money back will take time, and not everyone will get a refund. In other words, if you paid cash, you get cash. )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. By Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? So the net funds Crystal took was $35,356. If a cruise is canceled because of a governmental order or declaration, refunds must be issued within 180 days. Write to catharine@catharinehamm.com. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. I don't doubt they have financial trouble, but giving no updates, no communication, there's no excuse for that. 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. It took them only 5 days after I filed. They have no authority over cruiselines. 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. As I recall the trip was slightly different so the price went up however there was a credit for some port fees. Thank you. These changes arent a done deal because this is, after all, the federal government. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. #2 -2256288 (our two sons)
Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. Whatever is happening is not good for consumers, Couch-Friedman says. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. I was told I would likely receive a refund within 90 days. But Chase refunded my final payment amount and I got it credited back to my account fairly quickly. 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. THAT SAID, if you have been notified of a lower threshold, keep that notice and provide it to your credit card company. The cruise line's parent company,. Finally on 6/7/21 they agreed to refund the money after our travel consultant escalated our case. In the other thread there are people waiting almost a year. Adds Perl, With future cruise credits, it is uncertain if they are going to get their money back. But dont get too excited. Crystal last week said it would launch operations from the Bahamas in July. 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. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. So, hopefully, I will get the deposit part refunded sometime. 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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. All of the river cruises are cancelled through late May. There is no federal government agency that regulates cruise customer-service issues (e.g. 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. 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 . By alidor, January 20 in Crystal Cruises. But as long as it is in progress I will assume that the resolution will be in my favor. We booked a fall 2021 Crystal cruise on 6/20/20. 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. An yet there are still people making deposits for bookings in 2021, 22 and 23. Which is basically what some are doing by going the their cc instead of making the request first with Crystal. You will be able to leave a comment after signing in, By And to repeat what has previously been mentioned, they are suspending payments to financial creditors, not to passengers. 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 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. 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. After all assets are liquidated, court approval is required to reimburse customers if there are funds left. Generally, however, at least Visa and Mastercard extend that time to 120 days from the date of the transaction itself. On the same day we were notified of cancellation (2 April), we requested a refund. This content is only available to subscribers. lying) about when you will get a refund. 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. Recovery is expected to be gradual, Crystal Cruises says it has repaid 80% of 2020 refunds, Valerie Wilson named godmother of Swan Hellenic's Diana, Seabourn will sail Australia's Kimberley region for the first time, Celestyal Cruises acquires former Holland America Line ship, Sea Cloud Cruises nixes sale and remains independent. But many misunderstand them with specific regard to bankruptcy. Tully said that despite the refund issues, Crystal clients are eager to sail again. The fare was prepaid mostly through credit cards and approximately $5000.00 cash via our travel agent. Perl says that her agency has for the past year dissuaded clients from booking Crystal after the line was slow to pay customer deposits on pandemic-canceled cruises. Here are the reasons I did not wait too long. Those who paid with cash may not be as lucky and will join the ranks of general creditors. There is no clear pathway that we can set a consumer on who has a voucher.. Too many result in more funds being held by the CC company. That triggered a debt default of $2.78 billion. I purchased a cruise from Crystal Cruises in the amount of $18,028. 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? 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. Discover the worldin comforton Viking ocean cruises to Scandinavia, Mediterranean, Asia, Australia, the Americas or around https://www.travelweekly.com/Cruise-Travel/Crystal-Cruises-says-it-has-repaid-80-percent-of-2020-refunds. And try to confirm that Chase does the same. Friday, 10 Mar, 2022 0. 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. Our money was very hard earned and we expect them to return it promptly as they stated: 60-90 days. I gave Crystal 3 weeks and then I contacted the credit card company. Well guide you through the process. 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. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. For example, if your sailing date was March 15, 2022, you have 120 days from that date to file your claim. Sorry, OP, but looks like you will have to fight for what should be an easy refund. Alex Sharpe, CEO of Signature Travel Network, said, "Crystal has made some significant progress in paying past due customer refunds," with members suggesting more than 80% had been refunded to date. Luxury cruise line Crystal Cruises shuttered its doors last week. Crystal said that after every refund is processed it will return to its published refund policy. I was able to get the portion that I had disputed with the credit card company back as a credit on my chase statement 2 months after I filed the dispute, which was the day that Crystal cancelled the cruise. 19.2 FLIGHTS. "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 processedmyrefund onlyafter I filed a dispute with my credit card company. We are going on 8 months since we cancelled and 1.5 years since we paid in full. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Crystal has held a significant portion of this money since 2018. ltuckchapman, July 14, 2020 in Crystal Cruises. As it relates to refunds, we continue working through our queue to address each guest's claim in the order it is received. It's not worth the risk. Windstars 2023/24 Middle East program kicks off in November. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. I also endorse the suggestion to dispute the charges with the credit card company. The mission of Travelers United is to identify and promote ways to improve and enhance travel for consumers across all modes of travel. That cruise was cancelled due to the pandemic. 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. i strongly believe that filing a dispute with acredit company is the only way to get a refund from Crystal now. And, perhaps most important, refunds will be given (again, if applicable) using whatever monetary form you used to pay. 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 day after the payment, we received notification of an almost impossible task to get COVID documentation, which is different for each country. FIngers crossed for you. Ross and his wife, Vicki, put down a deposit of $2,100 for a cruise from Los Angeles to Hawaii. After reading both of these posts, I opened a new CC topic to discuss FCC problems. Here are 64 ways to enjoy L.A.s beloved getaway. They cancelled the cruise. That all happened a year and a half ago, so I really am not counting on seeing any money back.. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). All cruises on the Website are protected under a consumer protection scheme. Its the chance to be heard at a time when many companies arent listening. 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. Genting's shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. recommended it be done immediately and I gave her permission. Bookings Detail:
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. Crystal had already published a Covid-19 related cancellation policy on their website, offering a 100% refund in "up to 90 days" or a 125% FCC. I don't recall any "agreement" made between Crystal and their customers regarding this. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. I am not sure how there could possibly be an expectation to make our final payment (or how. Many many threads about refund policy and actual hapenning already. Its a more difficult situation, says Couch-Friedman. In fact, how a business responds to customer complaints is one of the most significant components of the BBB Business Rating. That includes Crystal Cruises, part. Your best course of action is to file a credit card dispute. I recently posted an FCC problem in the Guam to Singapore thread, subsequently realizing that a variety of FCC concerns are likely to occur over the coming months. Our booking number is BK XXXXXXX. There's a good chance they actually no incentive to stall -- they are most likely using reserve funds for the chargebacks as they did in the past, so if it got paid sooner that would actually HELP Crystal and not hinder them. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. #1 - 2256286 (myself & spouse)
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