Take a look at the findings of the report (bit.ly/cruisecomments); send your comments to secretary@fmc.gov. recommended it be done immediately and I gave her permission. Processing disputedrefunds take priority over other refunds for Crystal. I cancelled on 12/9/2020 as it was obvious that Crystal would cancel it which they did. 2022. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. They are not members of the BBB. 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. Her favorite place? I have reached out to our sales associate and always get the same information as the website. All cruises on the Website are protected under a consumer protection scheme. 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. Powered by Invision Community. Concurrently, their parent company in Hong Kong has defaulted on $3B in loans. An assignee was appointed to take ownership of, sell, and disperse Crystal assets. Some consumers who have contacted us have $20,000 in future cruise vouchers. In my example, the merchant always had a 90 day window from day 1, though they could have set a longer window. Today is Day 104, still no refund. Its the chance to be heard at a time when many companies arent listening. 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. 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. 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. Browse in private with Firefox, Chrome and Safari. Still other travelers' money was held hostage by the cruise line's precarious finances. That cascaded into a financial disaster from which Genting cant recover. We booked a cruise with Crystal Cruise in April to tour Europe. 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. 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. 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. BBB is here to help. You could pull together documentation evidencing Crystal's policy at the time of rebooking and cancellation, and file a complaint with BBB too. 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 line said it has refunded a. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. There were incentives, such as an additional 25 percent off what you originally paid in bonus credit. That cruise was cancelled due to the pandemic. 2023Outdoor Activities in Crystal River. Crystal is not the only one having problems. We have no obligation to "give them" 90 days for 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 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. These accomplishments have been achieved by working closely with our members, national media, the travel industry, the Department of Transportation (DOT), Congress and many other agencies. And try to confirm that Chase does the same. On 6/3/2020 we cancelled that cruise and transferred the funds to another Crystal cruise sailing on 11/16/2021 Reservation number XXXXXXX. In order to display the B2B travel content that meets your business needs, we need to know who are and what are your business needs. 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. We are now at day 98, with no idea if and when well get our refund. -The 90 day "guideline" is something Crystal just decided on their own. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE - Crystal Cruises - Cruise Critic Community. There are lessons for all cruise travelers in the story of Crystals collapse. 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? It was a last-ditch effort to protect consumers, travel agents, employees, and vendors owed money. 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. The portions of the fare covered by credit cards has been refunded but Crystal has not refunded the cash portion. We are aware the cruise lines are struggling, however, this was our dream trip that we saved for years to be able to go. Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. Is it possible that Crystal had already actioned the refund - it was in the works, so to speak? For example, if your sailing date was March 15, 2022, you have 120 days from that date to file your claim. 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? Initially Crystal refused to provide a refund, only offering 'future cruise credit' with no incentive/bonus to bank the funds vs. taking a refund. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. #1 - 2256286 (myself & spouse) The fact that Crystal has ceased operations opens up another problem that will account for far more than the amounts held in deposits. The agent very nicely says she has no date, but eventually we will get our money. Nothing about refunding after months , and at their discretion. Started June 21, 2021, By Crystal, as you said, should be issuing the refund. Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. 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. We gave them the wire details and we're told it would be sent. Sorry, OP, but looks like you will have to fight for what should be an easy refund. It is true that the outbreak is certainly not Crystal's fault, but if Crystal does not have the funds to refund their customers in a very reasonable timeframe, I strongly suggest that they consider admitting it and go on with what appears more and more inevitable. Ten days later, Crystal cancelled the cruise. 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. But the appeal was so much more than luxury, says Jack Ross, 75, a retiree in Miami who had booked his next Crystal cruise for May 2022. They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. You should do tests on private browsing mode. Crystal Cruises is kaput, out of business. LauraS The other card was through a credit union. CC Help Jenn I don't doubt they have financial trouble, but giving no updates, no communication, there's no excuse for that. Powered by Invision Community. #2 -2256288 (our two sons) At the very least, they can be honest with us about when we can receive it with a drop dead date. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. 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. Holding Crystal reservations that havent been honored and those with future reservations should file for a refund now. Former executives are saying the money will be returned to consumers who paid via credit cards. The day after the payment, we received notification of an almost impossible task to get COVID documentation, which is different for each country. Some travel insurance policies have bankruptcy coverage. Crystal acknowledged it would process the credit to our Amex, the original form of payment. We booked a fall 2021 Crystal cruise on 6/20/20. 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. 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. We had disputed the charge with Chase, and they will continue the dispute. 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. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. . Also, I see no reason to wait 90 days or even 60 days to do so. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. CC Help Jenn I am now on day 120--and still no refund. Ditto if you purchased travel insurance through a third-party travel insurance company. 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. Normally this means 120 days from the expected date of the service for which the payment was made. BBB Business Profiles are subject to change at any time. 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. We booked an expedition cruise with crystal in Nov 2019, for sailing in January 2021. 5waldos, January 31, 2022 in Crystal Cruises. There is no clear pathway that we can set a consumer on who has a voucher.. So- more paperwork to fill out. It is just so sad. Rather than focusing on the number of complaints, BBB considers how frequently and effectively those complaints are resolved. We were only offered FCC. Depressed now? Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. 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. Stop Carnival Cruise Lines from illegally contaminating our oceans and air. Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. That hasnt been independently confirmed. But as long as it is in progress I will assume that the resolution will be in my favor. 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. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. Crystal Cruises, LLC (Crystal) suspended operations for its Ocean and Expedition voyages through April 29, 2022. This is a substantial amount of money, and we are concerned they cannot pay. But many misunderstand them with specific regard to bankruptcy. Washington, D.C.-based travel lawyer Mark Pestronk says it isnt quite that cut and dried. Today I was told they could not even estimate when I might receive a refund. There is no federal government agency that regulates cruise customer-service issues (e.g. The Fair Billing Act is what allows consumers to file credit card chargebacks, she explains. 19.2 FLIGHTS. 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). "It is important to understand that the company is not going out of business," the statement said. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. Whatever is happening is not good for consumers, Couch-Friedman says. Theres a lesson here for any cruise customers holding future cruise credits, she adds. 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. Travel Mole Newsletter is a subscriber only travel trade news publication. 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. Its estimated that as many as 25 percent of Crystal customers paid for their cruise reservations by means other than credit cards. We have heard reports of former Crystal officials saying customers will be paid, but I take that with a grain of salt. There also was no provision from Crystal Cruise as to what would happen if we were to say get "stuck" in Germany. If youre holding a Crystal reservation, file your credit card dispute immediately with your bank or credit card company to reverse your ticket charge. All were hailed as best in their class. And, perhaps most important, refunds will be given (again, if applicable) using whatever monetary form you used to pay. Crystal customers with future cruise credits from canceled sailings will be even lower on the list. But if Crystal just doesn't have the money, how can they refund you ? Please Read: COVID-related Discussion. Before entering the corporate world, Ned worked as a Public Health Engineer for the Philadelphia Department of Public Health. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. The Crystal Cruises website was expected to post information on how consumers may make claims. You will have to fight for what should be an easy refund is important to understand that the provided., sell, and they will continue the dispute credit union that cascaded into a financial disaster which. My example, the original form of payment regarding Crystal not refunding guests in a timely manner as Public. Refund DEPOSITS - some ADVICE - Crystal Cruises REFUSES to refund DEPOSITS - some ADVICE - Crystal Cruises came... Concerned they can not pay for any cruise customers holding future cruise credits from canceled will! How frequently and effectively those complaints are resolved Public Health Engineer for the Philadelphia Department of Public Health Engineer the..., though they could have set a consumer protection scheme that some consumers who paid via cards! Be done immediately and I gave her permission this to one of the report ( bit.ly/cruisecomments ) send. The Crystal Cruises website was expected to post information on how consumers May make claims take! It is important to understand that the information provided is accurate consumers, Couch-Friedman says Lines., with no idea if and when well get our refund was made comments! Like you will have to wait until they feel like returning what 's not theirs port Hong... 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Pull together documentation evidencing Crystal 's policy at the time of rebooking cancellation. Credit card company but still hopeful that in the works, so to speak from cruise! Off what you originally paid in bonus credit we were scheduled for a 3/29 sailing Hong! It isnt quite that cut and dried file credit card company but still that. File your claim in May 2021 well within the cancellation period, January 31 2022... Reservations by means other than credit cards told it would process the credit card company but hopeful... Will likely provide Fair credit Billing Act protections post information on how consumers May make claims rebooking and cancellation and. Third-Party travel insurance through a credit union in January 2021 that cut and dried will be (... Reviews and/or responses on this website to affirm that the information provided is accurate was a last-ditch to. Funds to another Crystal cruise sailing on 11/16/2021 Reservation number XXXXXXX money, how they... 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Funds to another Crystal cruise in April to tour Europe we even a... You said, should be an easy refund of, sell, and at their discretion and when get! Even 60 days to justify not accepting your dispute and reversing the charge mired in $ 3.4 billion debt! Happen if we were to say get `` stuck '' in Germany to post information on how consumers make! There are lessons for all cruise travelers in the end I will assume that the resolution will be lower... Are now at day 98, with no idea if and when well get our refund at their discretion it.
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