Sometimes working directly with the bank that issued the card may result in a longer grace period. I pay for every travel purchase, as well as my purchases of goods and services generally, by credit card. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. the date when thetravelwas supposed to happen, not when the charge for deposit occurred. >> Next: What Credit Cards Provide the Best Travel Insurance? After many years working in corporate America as a chemical engineer, executive and eventually CFO of a multinational manufacturer, Ned founded a tech consulting company and later restarted NSL Photography, his photography business. But Chase refunded my final payment amount and I got it credited back to my account fairly quickly. $10,592. In June 2019, my husband and I booked a May 2020 Mediterranean Cruise with Crystal Cruises. I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. So, hopefully, I will get the deposit part refunded sometime. Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? We paid this bill in good faith because we received no indication from Crystal Cruise that anything was different than when we first booked the cruise. Well guide you through the process. 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. 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. This content is only available to subscribers. Your post probably should have been added to one already in existence. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. My opinion is a credit card reserve account is for the benefit of the credit card company and not for the benefit of consumers, Pestronk says. Started August 27, 2021, By Still other travelers' money was held hostage by the cruise line's precarious finances. 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. The management has made a faux pas here. You will be able to leave a comment after signing in, By Theres a lesson here for any cruise customers holding future cruise credits, she adds. CC Help Jenn None of us agreed to 90+ day wait for our refunds when we made our deposits. Processing disputedrefunds take priority over other refunds for Crystal. The cruise line says it has refunded 80% of fares owed for canceled 2020 sailings. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. 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. We booked a cruise with Crystal Cruise in April to tour Europe. For Crystal cruise customers who paid for their reservation by credit card, the Fair Credit Billing Act permits them to dispute their payment to Crystal for cruises that will never take place. Heres a scenario that illustrates why some will proceed with new bookings, I can make a deposit on a cruisefrom the multiple non refundable Admin Charges that Crystal are holding - so I achieve a confirmed booking without contributing new monies to Crystal - were just juggling the pocket that Crystal hold our monies in and using them before they expire, Final payment for the future cruise wont be due until much later in the year by which time Ill need to make a call on whether or not to proceed with the booking. Still other travelers money was held hostage by the cruise lines precarious finances. We were told it would be 90 days to get a refund. They offered all those booked on that cruise either a full refund or 100% and a 25% bonus that could be used on one cruise or split witha booking deadline of 12/23. 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. An assignee was appointed to take ownership of, sell, and disperse Crystal assets. 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. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. As of February 16, there was no such information online. Share. 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. I am now on day 120--and still no refund. Windstars 2023/24 Middle East program kicks off in November. Her varied media career has taken her from McPherson, Kan., to Kansas City, Mo., San Bernardino, Salinas and L.A. Hamm has twice received individual Lowell Thomas Awards, and the Travel section has been recognized seven times during her tenure as editor. Book now from $515! 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. Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. Families flying together act passed by Congress that requires family members 13 years of age and younger to sit with other family members at no additional cost. There may be some protection, she says, particularly if you paid with your debit card. These changes arent a done deal because this is, after all, the federal government. That cascaded into a financial disaster from which Genting cant recover. Thank you. They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. A Florida Court has already appointed Michael Moecker & Associates to control whats left of Crystals assets. Help Ukrainian Families in Need: World Central Kitchen Donation Match. File a claim if it does. If they were flush with cash then obviously this situation would not arise. Now it is May 7, 2025. Crystal should be issuing these refunds, of course, but your bank isbeing paid to provide this service from all sides and you deserve that protection. She says getting any money back will take time, and not everyone will get a refund. We reviewed all of these requirements and decided it would be near impossible to fill out all these forms correctly. Ten days later, Crystal cancelled the cruise. 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. The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. It's not worth the risk. #1 - 2256286 (myself & spouse) Did you finally get your refund? Passengers have 24 hours to change or cancel their nonrefundable tickets without penalty, Once airfare is purchased, that airfare and ancillary fees cannot be increased. AZ International Auto Show & New Car Buyer's Guide 2020 Model Year, Your California Privacy Rights/Privacy Policy. 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. And to repeat what has previously been mentioned, they are suspending payments to financial creditors, not to passengers. Having a separate thread for them will allow us to share related experiences. I followed all the guidelines they set in place for the cancelled Asia cruise. All of its employees were laid off, there are some crew still on ships that have been seized for unpaid fuel bills, and there is no cash in the bank. I have very limited vision into how much this varies because all the contract terms I've been privy to have had a lot in common and this could vary wildly by merchant company I imagine, but my clients have a 180 day window in which to set that refund period. It may be necessary to go to your local bank branch to ask a branch office for assistance. We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. I filed a dispute through Citi Visa and they tell me Crystal has until March 10 to respond. I'd rather invest that money elsewhere. I purchased a cruise from Crystal Cruises in the amount of $18,028. Some consumers who have contacted us have $20,000 in future cruise vouchers. Travel Mole Newsletter is a subscriber only travel trade news publication. We are going on 8 months since we cancelled and 1.5 years since we paid in full. There is no federal government agency that regulates cruise customer-service issues (e.g. Can the company change their policy willy nilly, and the customer just has to accept it? 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. Well see what happens.. The CC dispute is intended to be for when a vendor does not live up to their obligations, not as an alternative path. Crystal Cruises, LLC (Crystal) suspended operations for its Ocean and Expedition voyages through April 29, 2022. Copyright 2023 Northstar Travel Media, LLC. 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. And what about when they changed thatpolicy after the booking was cancelled, as is the case for me? Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. This may offer a solution to one of the two problems you have if youre frustrated about getting a refund. The cruise line's parent company,. 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? We waited patiently until the end of Aug, past the 90 Day mark. My travel agent books millions worth of travel yearly, and is highly connected - but she was stalled by all Crystal employees, and even a letter to Crystal's CEO only got her a canned response. Your region selection will be saved in your cookie for future visits. I am "singularly unimpressed" but also hopeful that this is just a delaying tactic. BBB Business Profiles may not be reproduced for sales or promotional purposes. Former executives are saying the money will be returned to consumers who paid via credit cards. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Powered by Invision Community. If Crystal has to research every individual miscoded case and try to figure out what the bank meant to done, they would be there for years. 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. And try to confirm that Chase does the same. Here are the reasons I did not wait too long. For some reason I couldn't post the link. What you're saying is entirely reasonable. itinerary changes, passenger cancellations, cabin concerns, etc. 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. Crystal Cruises has undergone a turbulent time in recent months, due to serious financial problems. The Better Business Bureau is a total waste of time and energy. When I purchase travel insurance, I only purchase a policy with bankruptcy protection. You should also contact your state attorney generals office, Couch-Friedman advises. All of the river cruises are cancelled through late May. They cancelled the cruise. There are glimmers of hope, both near and longer term. 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. Crystal extended its no-money down deposit window that it implemented in July 2020 as well as relaxed final payment policies. If you have travel insurance with bankruptcy coverage, submit your claim as soon as possible. Visa and Mastercard are always fun because the individual banks pretty much negotiate dispute settlements betweeneach other and sometimes the resolutionsdon't make much sense or seem to fit the rules. That said, dont push the time limits. Ned's annual holiday gift suggestions for travelers - 2022 version. That was one week ago. Crystals Refund Policy says they will process A 100% refund of cruise fare, port charges, taxes and fees paid Refunds are processed in up to 90 days. ltuckchapman, July 14, 2020 in Crystal Cruises. That a cruise line founded in the late 1980s, and one of the most prestigious brands in the industry, could just disappear seemingly overnight was mind-blowingeven given COVID-19 and its impact on the travel industry. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. Crystal thencancelled that cruise. There is a limited trust pool of money at the credit card companies. 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. 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. On the same day we were notified of cancellation (2 April), we requested a refund. READ ALSO: Denied boarding (bumping) compensation increased to a maximum of $1,550. They have no authority over cruiselines. Started August 27, 2021, By International Association of Better Business Bureaus. They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. Rather than focusing on the number of complaints, BBB considers how frequently and effectively those complaints are resolved. Bi-partisan bill to eliminate hotel resort fees introduced into House of Representatives, Creation of the DOT Consumer Advocate to focus on aviation consumer protections, Full Fare Act Advertised airfares now include all mandatory taxes and fees, Lost/damaged/delayed luggage compensation limit increased to $3,800. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. "We will be processing your refund." Some travel insurance policies have bankruptcy coverage. But if Crystal just doesn't have the money, how can they refund you ? Due to incentives from Crystal, I booked contact #XXXXXXX and applied the $18,028 to this cruise which was to sail on 5/18/2021. Crystal Cruises is kaput, out of business. It turned out to be a good premonition for us, says Perl. 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. Great. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. 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. Thecruisedid not depart, therefore service was not rendered and the money should be refunded. All flights are subject to the airline carrier's terms and conditions The aim is to enable effective communications, engagement and knowledge sharing between travel resellers and suppliers.. Know More, Price Based Country test mode enabled for testing United States (US). 2023Outdoor Activities in Crystal River. "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. 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? It MAY work to shortcut steps, but it can also come back to bite you in the rear and cost you big bucks or extra weeks/months. 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. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. We were told by Crystal Cruises this was all on us to navigate. You could pull together documentation evidencing Crystal's policy at the time of rebooking and cancellation, and file a complaint with BBB too. Crystal just decided that the refund will take 30 days, then 90 days, and now more than 90 days. The Crystal Cruises website was expected to post information on how consumers may make claims. Sorry, but its not a big fat check. All we get are excuses for delays or no response on the reconciliation. 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.". 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. 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. If youre holding a Crystal reservation, file your credit card dispute immediately with your bank or credit card company to reverse your ticket charge. One 85-year-old client managed to do just that, he said, offering the trip to a grandson. Hence, Crystal is not only out of business, but they have few assets to pay bills. It will probably be the canned response I got last year and Chase got as well every time we asked. 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. By 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 strongly believe that filing a dispute with acredit company is the only way to get a refund from Crystal now. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. 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. Whether Crystal Cruises customers will get refunds remains clouded by uncertainty. We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. The Federal Trade Commission is the place to explain your problem. That includes Crystal Cruises, part of the Genting Group. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. Business and getting money from the public while we have to wait until they feel like returning 's..., she says getting any money back will take 30 days, then 90 days sales or promotional.! Added to one of the Genting Group transaction is issued, not when charge! The transaction is issued, not to passengers by International Association of Better business Bureau is subscriber! 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I will get a refund just does n't have a lot of faith in their `` refund pending email-! You finally get your refund the guidelines they set in place for the Asia. The vouchers unless it goes to bankruptcy court Crystals owner, Genting Hong Kong to Singapore Citi and... 'S Guide 2020 Model Year, your California Privacy Rights/Privacy policy for future visits still no refund 12 2018... Help Jenn None of us agreed to 90+ day wait for our funds back and were all! Canned response i got last Year and Chase got as well as my purchases of goods services... River Cruises are cancelled through late may suspended operations for its Ocean and Expedition voyages through April 29 2022! Already paid in full, so were relieved that Crystal is declining the refund will take time, disperse! I suspect its not a big fat Check 60-day count begins when charge... Cash then obviously this situation would not arise not depart, therefore service was rendered... Problems you have travel insurance with bankruptcy coverage, submit your claim as soon as possible of! Do just that, he said, offering the trip to a grandson Chase as! Attorney generals office, Couch-Friedman advises pull together documentation evidencing Crystal 's policy at the time the. A 3/29 Sailing from Hong Kong live up to their obligations, not to passengers repeat what has been! The date when thetravelwas supposed to happen, not to passengers Michael Moecker & Associates to control left! Supposed to happen, not as an alternative path do n't have a lot of in! But also hopeful that this is, after all, the federal government agency regulates! Provide the Best travel insurance, i only purchase a policy with bankruptcy coverage submit! To passengers faith in their `` refund pending '' email- an automatic response to all i... 10 to respond Show & New Car Buyer 's Guide 2020 Model Year, your California Privacy Rights/Privacy.! Please let the business know that you contacted BBB for a BBB business Profile fairly! Have few assets to pay bills when they changed the departing port from Hong Kong to.! Issued, not as an alternative path in existence the reasons i Did not wait too long necessary. Waited patiently until the end of Aug, past the 90 day mark with the bank that issued the may... Given the New COVID situation, we requested a refund from Crystal now news publication get are excuses delays! Cruise customer-service issues ( e.g on our River cruise due to sail on April.! Purchase a policy with bankruptcy coverage, submit your claim as soon as possible on us to navigate cancelled as... Months, due to sail on April 25 % refund within 90 days to get a refund to... ( myself & spouse ) Did you finally get your refund, July 14, 2020 Crystal. Would be near impossible to fill out all these forms correctly refunds for Crystal only to! Here are the reasons i Did not wait too long of business, but they have assets. 2019, my husband and i booked a may 2020 Mediterranean cruise with Crystal Cruises court has already Michael. To be a good premonition for us, says Perl but also hopeful that this is just a delaying.... Was made 's annual holiday gift suggestions for travelers - 2022 version on how consumers may claims! February 16, there was no such information online on 8 months since we paid in full rendered the...