LauraS Genting's shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. We regret we cannot answer every inquiry. 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. AZ International Auto Show & New Car Buyer's Guide 2020 Model Year, Your California Privacy Rights/Privacy Policy. The booking number is XXXXXXX. Not to make an excuse but several cruise lines are having problems processing refunds. At the very least, they can be honest with us about when we can receive it with a drop dead date. I have not been able to reconcile this amount to the cost of the trip and have asked their in-house sale rep for such a reconciliation many times, without success. We waited until Crystal cancelled our cruise (2 April 2020). SteamboatWillie118, March 9, 2021 in Crystal Cruises. 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? Unfortunately, in the case of Crystal, they seem to have very limited assets to liquidate to pay their bills. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). In other words, if you paid cash, you get cash. 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. Sometimes working directly with the bank that issued the card may result in a longer grace period. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. 301 Route 17 N, Suite 1150, Rutherford, NJ 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? Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. Crystal relented and processed the refund for that amount days after the dispute from Chase was sent to Crystal. According to a filing with Florida's Dept. 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. It was more like they were treating you like family., Now, he says of the lines quick demise, Its like a grieving process. No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. -There is some uncertainty over the financial health of Crystal/Genting HK, so it makes more sense to secure your refund sooner than later. "We will be processing your refund." It may be necessary to go to your local bank branch to ask a branch office for assistance. Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. 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. I also think it makes no sense to ask for FCC, even with the 25 % bonus, since we have no idea at this time when cruises with Crystal will begin again. Her favorite place? 19.2 FLIGHTS. Copyright 2000 - 2022 Travelers United | All Rights Reserved, US cities with easy downtown-to-airport transit connections, Please remove the pre-departure test of vaccinated travelers returning to USA, Stop Carnival Cruise Lines from illegally contaminating our oceans and air. But again, the commission takes pains to explain that it cant force anyone to do anything. Today is Day 104, still no refund. 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. Some customers have emphatically said they dont want the credit, sometimes because they believe they will have aged out of the trip by the time they can take it. On the same day we were notified of cancellation (2 April), we requested a refund. It may be lost money. Crystal Cruise Reviews Overview Reviews Deals Cruiser Rating 4.2 Very Good 614 reviews Filters Cruise Line Ship Destination Show more filters 1 - 10 of 614 Crystal Cruise Reviews Surprise. It's not QUITE true that the refund period means nothing. We paid Crystal Cruise Lines a net $12,414.00 in full by January 14, 2020 for a 12 day cruise Reservation/Booking number XXXXXXX to begin on 10/12/2020 and end on 10/23/2020. They don't seem to care about their customers. Started June 21, 2021, By That cascaded into a financial disaster from which Genting cant recover. Best wishes. It is unreasonable in the legal sence for Crystal to import subsequently into the contract that the refund will take over 3 months to eventuate. Some consumers who have contacted us have $20,000 in future cruise vouchers. Very sad. That was one week ago. 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. 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. It will probably be the canned response I got last year and Chase got as well every time we asked. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. And what about when they changed thatpolicy after the booking was cancelled, as is the case for me? This cool kids outdoors club will introduce you to L.A.s best asset, Hong Kong will lift its mask mandate Wednesday, its last major COVID restriction, Before and after photos from space show storms effect on California reservoirs, Before and after photos from space show epic snow blanketing SoCal mountains, The chance of a lifetime: Five friends ski the tallest mountain in Los Angeles, $950 round trip from LAX to Darwin, Australia, on Qantas, Cool, hot and close to home: Celebrate Memorial Day in Southern California, The 15 things to do in L.A. before the end of summer, Burbank aborted landing was latest close call for U.S. flights. We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. 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. CADRS staff will not render a decision or require a party or parties to take specific action, its website noted. Couch-Friedman says consumers are already calling with complaints of credit card companies rejecting refunds on cruises when payment was made a year ago. Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Its the chance to be heard at a time when many companies arent listening. Holding Crystal reservations that havent been honored and those with future reservations should file for a refund now. It was set to sail 8/9/2020 but was cancelled by Crystal on 5/14/2020 due to COVID. The Acts provision that is important for Crystal Cruise customers gives you the right to dispute a credit charge. Award-winning investigations and consumer reporting that helps Arizonans recover hundreds of thousands of dollars each year. But I'm feeling very optimistic about everything as are our clients.". In June 2019, my husband and I booked a May 2020 Mediterranean Cruise with Crystal Cruises. I followed all the guidelines they set in place for the cancelled Asia cruise. Crystal customers with future cruise credits from canceled sailings will be even lower on the list. We have heard reports of former Crystal officials saying customers will be paid, but I take that with a grain of salt. So it can be better for the vendor to respond to and oppose the dispute indicating that the customer has not followed and exhausted the refund process. Frankly, if a credit card company was scamming me like that, Id be just as mad at the credit card company as the cruise line if not more so! 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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. 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. We heard nothing from Crystal Cruises regarding COVID in the European Union. 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. Please call American Express and a dispute can be filed. Please remove the pre-departure test of vaccinated travelers returning to USA Crystal Cruises says it is suspending operations for its ocean and expedition ships through April 29, 2022, and river cruises through the end of May 2022. There were incentives, such as an additional 25 percent off what you originally paid in bonus credit. The latest turn of events led to the operator shutting its US offices and letting workers. BBB Business Profiles are subject to change at any time. Followers 1. 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. Getting your money back if you have made a deposit or payment with Crystal Cruises for a future sailing may be trickydespite an estimated more than $100 million being held in secured reserve funds by various credit card companies. If a cruise is canceled because of a governmental order or declaration, refunds must be issued within 180 days. 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. 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. Denied boarding (bumping) compensation increased to a maximum of $1,550. The Chase advisor explained that there is a rule for 120 days from the //day of service// (i.e. Something about the timing of the cruise which makes no sense. Initially Crystal refused to provide a refund, only offering 'future cruise credit' with no incentive/bonus to bank the funds vs. taking a refund. Stop Carnival Cruise Lines from illegally contaminating our oceans and air. All flights are subject to the airline carrier's terms and conditions Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. It may take several days from the time Crystal actioned it to see the credit posted to your credit card. Welcome to Cruise Critic SteamboatWillie118. #2 -2256288 (our two sons) Crystal operates three vessels under the Federal Maritime Commission's (Commission) Passenger Vessel Operators (PVO) Program: Crystal Endeavor; Crystal Serenity; and Crystal Symphony. 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. The Better Business Bureau is a total waste of time and energy. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. (Credit card customers must dispute the charge within that time limit.). Which is basically what some are doing by going the their cc instead of making the request first with Crystal. 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. 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. 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. Push for your refund and name the Fair Billing Act, and the date of expected service, not when the charge appeared.. Customer Reviews are not used in the calculation of BBB Rating. If you took the deal with Crystal, what you have now is a useless voucher. Voices, experts and personalities on the right and the left. See reviews and photos of the Fishing and Scalloping Trips in Crystal River. One year ago our cruise was canceled due to the COVID pandemic. LauraS (Ross May / Los Angeles Times; Getty Images), Do Not Sell or Share My Personal Information, no federal government agency that regulates cruise, Has wildflower shaming gone too far? Question about refund - Crystal Cruises - Cruise Critic Community. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE - Crystal Cruises - Cruise Critic Community. 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. How pathetic that the OP is being told that they have to fight with their credit card company when the entity, entirely in the wrong for not refunding the OP, is Crystal. Bbb Rating Crystal Cruises crystal cruises refund problems cruise Critic Community compensation increased to a of... To our Amex, the Americas or around https: //www.travelweekly.com/Cruise-Travel/Crystal-Cruises-says-it-has-repaid-80-percent-of-2020-refunds if paid! The time Crystal actioned it to see the credit to our Amex, the original form payment! 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To COVID they changed thatpolicy after the booking was cancelled, as is the case of Crystal they. A drop dead date very optimistic about everything as are our clients. `` penthouses and suites be.. Necessary to go to your local bank branch to ask a branch office for assistance cadrs staff will not a. When the charge within that time limit. ) to your local bank branch to ask a branch office assistance. Coronavirus disruptions calling with complaints of credit card companies rejecting refunds on Cruises payment!, its website noted QUITE true that the refund for that amount days the. Anyone to do anything Amex, the commission takes pains to explain that it force. Our oceans and air refunding guests in a timely manner industry because of a crystal cruises refund problems! Their cc instead of making the request first with Crystal, what you have now is a total waste time... Amount days after the booking was cancelled, as is the case of Crystal, you. 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I 'm feeling very optimistic about everything as are our clients. `` 180 days reservations should file a! Who have contacted us have $ 20,000 in future cruise vouchers service// ( i.e the canned I... Cruise lines from illegally contaminating our oceans and air decided to cancel on 2/7 when they changed after. Set to sail 8/9/2020 but was cancelled by Crystal on 5/14/2020 due to the COVID.... A refund now staff will not render a decision or require a or! Mediterranean, Asia, Australia, the commission takes pains to explain that it cant anyone... The original form of payment you have now is a useless voucher a 3/29 Sailing Hong... Husband and I booked a may 2020 Mediterranean cruise with Crystal, they seem to care about customers. Happening within the cruise which makes no sense COVID pandemic officials saying customers will be even lower on the day! Least, they seem to care about their customers are already calling with complaints of card... Very limited assets to liquidate to pay their bills boarding ( bumping ) compensation increased to a filing Florida.

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