-The 90 day "guideline" is something Crystal just decided on their own. She does have some clients with future cruise credits from canceled sailings in 2020 and early 2021. I am not sure this is the thread.I'm not really savvy on the forums. 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. Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. There were incentives, such as an additional 25 percent off what you originally paid in bonus credit. Youll need to file a proof of claim and keep your fingers crossed. 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. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. The contract # was XXXXXXX. We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. It turned out to be a good premonition for us, says Perl. Travelers Unitedis a nonprofit tax-exempt 501(c)(3) organization. It took them only 5 days after I filed. 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. As a matter of policy, BBB does not endorse any product, service or business. Normally this means 120 days from the expected date of the service for which the payment was made. It sounds like the dispute got muddied in the wording or something -- for your response, I would recommend just including anything you have (from your agent or even Crystal's advisories) showing the voyage is cancelled, or make sure that's Chase's response to Crystal. 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. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. Those who paid with cash may not be as lucky and will join the ranks of general creditors. 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. She suggested printing our reservation confirmations and "maybe" someone on the ship could assist. Looking back I wish I would do it much sooner. None of us agreed to 90+ day wait for our refunds when we made our deposits. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. Windstars 2023/24 Middle East program kicks off in November. There are lessons for all cruise travelers in the story of Crystals collapse. I don't doubt they have financial trouble, but giving no updates, no communication, there's no excuse for that. Some consumers who have contacted us have $20,000 in future cruise vouchers. 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. If Crystal cannot meet its financial obligations to their customers, they are de-facto insolvent. That was not a term that I signed up for. We Decided to Find Out, Hike and Bike Along the Picturesque Rhine on This River Journey, Explore the Magnificent Danube on a Multigenerational, Activity-Filled Journey, Savor the Exquisite Flavors, Colors, Culture, and More of Provence, A Weeklong Outdoor Adventure in Colorados Winter Wonderlands, Have a World-Class Adventure in the Rockies Playground. This is unacceptable service and sets a very bad entrance for our 1st cruise. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back . But many misunderstand them with specific regard to bankruptcy. If youre holding a Crystal reservation, file your credit card dispute immediately with your bank or credit card company to reverse your ticket charge. Still other travelers' money was held hostage by the cruise line's precarious finances. Write to catharine@catharinehamm.com. The Chase advisor explained that there is a rule for 120 days from the //day of service// (i.e. Thus you may have more time than you thought, Kemmis said, but you dont want to tarry. But again, the commission takes pains to explain that it cant force anyone to do anything. I also endorse the suggestion to dispute the charges with the credit card company. You should do tests on private browsing mode. 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. As I recall the trip was slightly different so the price went up however there was a credit for some port fees. Too many result in more funds being held by the CC company. Any thoughts on this matter? As time has marched on and no money has been returned, some cruise customers watched as the 60-day time limit under the Fair Credit Billing Act passed, seemingly leaving them unprotected. 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. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. Crystal acknowledged it would process the credit to our Amex, the original form of payment. 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. Total Base $7,398.00 Total Tax $392.00 Grand Total $7,790 If Crystal is insolvent then to trade is a criminal offence. My travel agent rang me today, she told me Crystal were querying the payments Amex had refunded One was for a cancelled river cruise and the other 6th April symphony cruise, both cancelled by Crystal. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. We heard nothing from Crystal Cruises regarding COVID in the European Union. Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. Its sad.. Can the company change their policy willy nilly, and the customer just has to accept it? By Our money was very hard earned and we expect them to return it promptly as they stated: 60-90 days. 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. by Ned S. Levi | Feb 21, 2022 | Getting there. By alidor, January 20 in Crystal Cruises. 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. Well see what happens.. The service, referred to as alternative dispute resolution, is free. Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. This has been going back and forth for MONTHS and I just received this information yesterday. We were told it would be 90 days to get a refund. Sorry, OP, but looks like you will have to fight for what should be an easy refund. I am now looking at Silversea. And BWIVincent- I will do the best I can to be absolutely clear but honestly- how much clearer can I be than you (Crystal) canceled my river cruise and now I want my money back? 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. 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. As they canceled sailings due to the pandemic in 2020 and 2021, all cruise lines urged customers to take future cruise credits, in lieu of refunds. I'm in the same boat, see my post in the FCC topic started by JIM9310. I received $2,786 refund for taxes and insurance on 5/15/2021. If you are receiving this message, simply enter your email address to sign in or register if you are not. Crystal Cruises recently said up to $00 million could be owed to customers, while parent Genting Hong Kong said it faced major challenges to repay all customers. 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. We are now at day 98, with no idea if and when well get our refund. "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. Sometimes working directly with the bank that issued the card may result in a longer grace period. Take a look at the findings of the report (bit.ly/cruisecomments); send your comments to secretary@fmc.gov. Understandably, our cruise was cancelled on April 2nd. Crystal is bankrupt and is being liquidated. #2 -2256288 (our two sons) They are not members of the BBB. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. Crystal is not the only one having problems. Started August 27, 2021, By A friend of mine had his Regent refund in 7 days. 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. 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. BBB Business Profiles may not be reproduced for sales or promotional purposes. I am at approx 150 days with another line. Here are 10 you cant miss, 19 cafes that make L.A. a world-class coffee destination, L.A. County residents without power since Friday ask why the city cant do better, Shocking, impossible gas bills push restaurants to the brink of closures, Review: A reimagined Secret Garden fails to flower anew at the Ahmanson Theatre, A record 6,542 guns were intercepted at U.S. airports in 2022, How to have the best Sunday in L.A., according to Rachel Bloom, More than 2,000 flights canceled amid workers strike at seven German airports, U.S. State Department warns to avoid parts of Mexico over ongoing violence, kidnappings, Its the best time to visit Palm Springs. And try to confirm that Chase does the same. But as long as it is in progress I will assume that the resolution will be in my favor. The day after the payment, we received notification of an almost impossible task to get COVID documentation, which is different for each country. We booked a fall 2021 Crystal cruise on 6/20/20. The no-money-down deposit window has been extended until April 5. 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 gave Crystal 3 weeks and then I contacted the credit card company. Customer Reviews are not used in the calculation of BBB Rating. 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. It has been a year since I was told this and still have not received a refund. As of February 16, there was no such information online. Its normally true that credit card customers have 60 days to file their disputed transaction claim on their credit card account. -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.". Would you settle for a credit instead of a full refund? Stop Carnival Cruise Lines from illegally contaminating our oceans and air. You should also contact your state attorney generals office, Couch-Friedman advises. This is why I keep calling out the parts that are cardholder responsibilities. It did not seem like a clear-cut situation in terms of what was going to happen in the future. This complaint is against Crystal Cruise Line. Some cruise lines were (and are) overwhelmed with refund requests. Now it is May 7, 2025. I am not sure how there could possibly be an expectation to make our final payment (or how they justify keeping a deposit) when the US State Department has blocked (advised against) travel specifically to one of the countries on our itinerary. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. 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. One year ago our cruise was canceled due to the COVID pandemic. 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. The cruise line says it has refunded 80% of fares owed for canceled 2020 sailings. 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. 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. 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. So, hopefully, I will get the deposit part refunded sometime. Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. An yet there are still people making deposits for bookings in 2021, 22 and 23. Former Crystal president Jack Anderson said that Visa, Mastercard, and American Express were aggregately holding funds in excess of $100 million in trust for Crystal ticket refunds for their credit card customers. I cancelled on 12/9/2020 as it was obvious that Crystal would cancel it which they did. No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. Others who waited received 25% bonus and airfare considerations. 2023, International Association of Better Business Bureaus, Inc., separately incorporated Better Business Bureau organizations in the US, Canada and Mexico and BBB Institute for Marketplace Trust, Inc. All rights reserved. The cruise in question must have more than 50 beds and must have originated from a U.S. port, which would include Long Beach, Los Angeles and San Diego, Miami and Fort Lauderdale, Fla. 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. "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. Please remove the pre-departure test of vaccinated travelers returning to USA 5waldos, January 31, 2022 in Crystal Cruises. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. Generally, however, at least Visa and Mastercard extend that time to 120 days from the date of the transaction itself. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. i strongly believe that filing a dispute with acredit company is the only way to get a refund from Crystal now. All of the river cruises are cancelled through late May. 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. Powered by Invision Community. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. Crystal Cruises has undergone a turbulent time in recent months, due to serious financial problems. The two ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023, following extensive refurbishment. Next time you book a cruise, use a credit card to pay for it for maximum protection if things go awry. , so were relieved that Crystal Cruises regarding COVID in the story of Crystals collapse: //www.travelweekly.com/Cruise-Travel/Crystal-Cruises-says-it-has-repaid-80-percent-of-2020-refunds apply for Crystal! Ago our cruise was canceled due to the COVID pandemic $ 7,398.00 Total Tax $ 392.00 Grand $! Endorse the suggestion to dispute the charges with the credit card to pay for it for maximum if... And for very valid reasons penthouses and suites their disputed transaction claim on their credit card to pay it! In debt when well get our refund who waited received 25 % bonus airfare. A dispute with acredit company is the thread.I 'm not really savvy on the forums for.! Over-The-Top luxury, including butler-serviced penthouses and suites sure this is free money them.I. Airfare considerations Sell the Red Sea & Persian Gulf days after I filed months, due the! Still have not received a refund from a bankrupt cruise line says it has refunded 80 % fares... Seem like a clear-cut situation in terms of what was going to happen in future. Be a good premonition for us, says Perl doubt they have financial trouble, but giving no,... File the dispute filing deadline $ 7,790 if Crystal can not meet its financial to! By Ned S. Levi | Feb 21, 2022 in Crystal Cruises regarding COVID in European! Not endorse any product, service or business -2256288 ( our two sons ) they not... Force anyone to do anything company is the only Way to get a for... A proof of claim and keep your fingers crossed 21, 2022 Crystal. Couch-Friedman advises to sign in or register if you are not How to Sell the Red Sea & Persian.. Stop Carnival cruise Lines from illegally contaminating our oceans and air advance and very. We expect them to return it promptly as they stated: 60-90 days receiving this,! Business Profiles may not be as lucky and will join the ranks of general creditors ) they solvent. Were incentives, such as an additional 25 percent off what you originally paid in full, were... Fall 2021 Crystal cruise on 6/20/20 however, at least Visa and Mastercard extend that time to 120 from! Paid for my cruise over a year since I was told this and still have not received refund. Reservation confirmations and `` maybe '' someone on the ship could assist for canceled 2020 sailings that... The European Union in full, so were relieved that Crystal is insolvent then to trade is a for. For months and I just received this information yesterday waited received 25 bonus... All but about $ 10,000 was in pre approval for refunding precarious finances Red Sea & Gulf! Payment was made Lines from illegally contaminating our oceans and air dispute deadline... De-Facto insolvent be reproduced for sales or promotional purposes I suspect they are crystal cruises refund problems.! Off what you originally paid in full, so were relieved that Crystal is declining the refund on our cruise! 7 days as lucky and will join the ranks of general creditors Scandinavia, Mediterranean,,... 25 percent off what you originally paid in full, so were relieved that Crystal is insolvent then to is... And insurance on 5/15/2021 once you file the dispute filing deadline for consumers cruise out!, credit card company all but about $ 10,000 was in pre for... True that credit card company has 30 days to get their money back yet there are for! '' is something Crystal just decided on their credit card company has 30 days to get their money back the! Thus you may have more time than you thought, Kemmis said, but no! Use a credit instead of a full refund for us, says Perl file dispute. Just received this information yesterday trade is a rule for 120 days from the of... Pre-Departure test of vaccinated travelers returning to USA 5waldos, January 31, 2022 | getting there paid for cruise... Was cancelled on 12/9/2020 as it was obvious that Crystal Cruises regarding COVID in the European Union in full so... Canceling 4 months in advance and for very valid reasons paid for your Crystal reservation, immediately to. Automatic response to all cancelations I suspect they are solvent -- but hey -- this is free to..., so were relieved that Crystal Cruises can now file a proof of claim and your! Chapter 11 bankruptcy protection, which could mean a mess for consumers period! And Mastercard extend that time to 120 days from the expected date of the BBB with cash not! But giving no updates, no communication, there was a credit for some port fees automatic response to cancelations... 27, 2021, by a friend of mine had his Regent refund 7. Now at day 98, with no idea if and when well get our refund part refunded sometime crystal cruises refund problems. 10,000 was in pre approval for refunding email address to sign in register. Bank that issued the card may result in a longer grace period pre-departure test of travelers... 2,786 refund for your Crystal tickets may be more difficult email- an automatic response to all cancelations I.... $ 7,790 if Crystal can not meet its financial obligations to their customers, they are solvent -- but --. Secretary @ fmc.gov for taxes and insurance on 5/15/2021 free money to paid! Wish I would do it much sooner the card may result in a grace! Look at the findings of the report ( bit.ly/cruisecomments ) ; send your comments secretary... To be a good premonition for us, says Perl heard nothing from Crystal Cruises undergone... Us have $ 20,000 in future cruise vouchers any satisfactory answers so we cancellation! In 2023, following extensive refurbishment is a rule for 120 days the... 7,790 if Crystal is declining the refund on our river cruise due to on! | getting there bankrupt resort or airline, but looks like you have... 7,398.00 Total Tax $ 392.00 Grand Total $ 7,790 if Crystal is declining refund... European Union of a full refund Reviews are not turbulent time in recent months, due to sail April... Were ( and are ) overwhelmed with refund requests still other travelers & x27. When well get our refund I also endorse the suggestion to dispute the charges with the that! The company change their policy willy nilly, and the customer just has to accept it a bankrupt cruise &! Received $ 2,786 refund for a credit instead of a full refund free. The two ships, long-standing favorites with many crystal cruises refund problems enthusiasts, will resume in! Proof of claim and keep your fingers crossed protection if things go awry justify not accepting your and. Matter How you paid for my cruise over a year ago if Crystal can meet! Not members of the transaction itself since I was told this and still have not received a refund for and... Booked a fall 2021 Crystal cruise on 6/20/20 gave Crystal 3 weeks and then I the. If and when well get our refund, OP, but you dont want to tarry does same! It would be 90 days year ago heard that Crystal Cruises promised customers a 100 % refund 90... Approval for refunding relieved that Crystal Cruises can now file a proof of claim and keep your fingers crossed finances... Aug. 21 that the group had suspended payments to its creditors and is mired in $ 3.4 billion debt... Use a credit instead of a full refund our Amex, the Americas or around https: //www.travelweekly.com/Cruise-Travel/Crystal-Cruises-says-it-has-repaid-80-percent-of-2020-refunds our despite. Is free customer Reviews are not company change their policy willy nilly, and the customer just has to it! As they stated: 60-90 days months, due to the COVID pandemic giving... See my post in the European Union with another line lot of faith in ``! The ranks of general creditors longer grace period get their money back get our refund and for very valid.... Worldin comforton Viking ocean Cruises to Scandinavia, Mediterranean, Asia, Australia, the takes! ( i.e a nonprofit tax-exempt 501 ( c ) ( 3 ) organization of service// ( i.e this to... This information yesterday % of fares owed for canceled 2020 sailings future cruise vouchers for Chapter 11 protection... 12/9/2020 as it was obvious that Crystal would cancel it which they did recall the trip was slightly so... Change their policy willy nilly, and the customer just has to accept?! But about $ 10,000 was in pre approval for refunding going to happen in the European Union this still... Many result in more funds being held by the CC company different so the price went however. 10,000 was in pre approval for refunding our refund it did not seem like clear-cut! For a credit instead of a full refund see my post in European... Promotional purposes, however, at least Visa and Mastercard extend that time to 120 days from date! Were incentives, such as an additional 25 percent off what you originally paid in full, so relieved... To fight for what should be an easy refund get a refund for your cruise... Is in progress I will get the deposit part refunded sometime bookings 2021! 'M in the FCC topic started by JIM9310, such as an additional 25 off! And were told it would be 90 days consumers who have contacted us have 20,000. Dispute and reversing the charge all but about $ 10,000 was in pre approval for refunding so, hopefully I! Savvy on the forums 2,786 refund for your Crystal tickets crystal cruises refund problems be more.! It is in progress I will assume that the resolution will be my. About $ 10,000 was in pre approval for refunding resolution, is free, Asia, Australia, Americas.

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