crystal cruises refund problemsmhairi black partner

Ditto if you purchased travel insurance through a third-party travel insurance company. It may be lost money. BBB Business Profiles are subject to change at any time. There may be some protection, she says, particularly if you paid with your debit card. 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. They are not members of the BBB. 5waldos, January 31, 2022 in Crystal Cruises. They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. Processing disputedrefunds take priority over other refunds for Crystal. THAT SAID, if you have been notified of a lower threshold, keep that notice and provide it to your credit card company. Crystal relented and processed the refund for that amount days after the dispute from Chase was sent to Crystal. Name: ***** & Ulisese **** and Alexander & Siaosi **** I don't recall any "agreement" made between Crystal and their customers regarding this. During this time Crystal (offices in CA and FL) took 3 amount totaling $36,796 from the credit card I provided to them (these occurred on 5/3/19, 11/9/19 and 1/29/20) with the port fee credit of $1,440 also provided. 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. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. We then booked a cruise to Italy on2/15with the FCC with a late May 2020 departure.. 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. They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. I had to fight that as they originally said I only had until 12/21. These changes arent a done deal because this is, after all, the federal government. 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. We even canceled 4 months in advance. Powered by Invision Community. 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. Catharine Hamm is the former Travel editor for the Los Angeles Times and became a special contributor in June 2020. If they violate that role while being wildly profitable, thats just as bad to me (and maybe worse) than the merchant that fails to deliver services during a crisis. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. -The 90 day "guideline" is something Crystal just decided on their own. #1 - 2256286 (myself & spouse) 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. 19952023, The Independent Traveler, Inc. singularly unimpressed" but also hopeful that this is just a delaying tactic. I purchased a cruise from Crystal Cruises in the amount of $18,028. Your post probably should have been added to one already in existence. Please Read: COVID-related Discussion. I am in the same spot as you, Steamboatwillie, never having actually cruised on Crystal, but having 2 cruises cancelled. In June 2019, my husband and I booked a May 2020 Mediterranean Cruise with Crystal Cruises. Tully said that despite the refund issues, Crystal clients are eager to sail again. ", "I always knew that they'd do the right thing," she said. We are going on 8 months since we cancelled and 1.5 years since we paid in full. Crystal is not the only one having problems. 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. 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. Theres also no direct transfer requirement the banks must fulfill. 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 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.". The state's lawmakers emphasized the need for transparency rather than criticizing the resort fees. Their actions should be known to the public. See details. )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. 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. We gave them the wire details and we're told it would be sent. With their appalling refund situation, they have lost a potential future cruiser who spends a lot of money on cruising. Crystal canceled their trip and offered them two options: a full refund to be returned in 90 days or a voucher for future travel for 125% of the cost of their cruise. 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. 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 has been almost one year. Amex is very customer service oriented, so your suggestion gives us hope! Crystal operates three vessels under the Federal Maritime Commission's (Commission) Passenger Vessel Operators (PVO) Program: Crystal Endeavor; Crystal Serenity; and Crystal Symphony. We have heard reports of former Crystal officials saying customers will be paid, but I take that with a grain of salt. 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? Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. 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. It may take several days from the time Crystal actioned it to see the credit posted to your credit card. Each credit card company will make their own decisions based on customer requests.. The fare was prepaid mostly through credit cards and approximately $5000.00 cash via our travel agent. An yet there are still people making deposits for bookings in 2021, 22 and 23. Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. Luxury cruise line Crystal Cruises shuttered its doors last week. All through the year, even though there were indications of an increase in COVID. Adds Perl, With future cruise credits, it is uncertain if they are going to get their money back. Welcome to Cruise Critic SteamboatWillie118. Started June 21, 2021, By Okay- that makes it sound very reasonable. Genting's shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. Any thoughts on this matter? Michelle Couch-Friedman, executive director of the nonprofit Elliott Advocacy, a consumer advocacy organization, says even those who act fast may still find they have lost their money. Original sail date jan 6, 2021, changed to January sail date Jan 16. of Economic Opportunity, Crystal Cruises said that all 238 employees at Crystal's Miami headquarters had been let go, with the last employees leaving Feb. 9. Initially Crystal refused to provide a refund, only offering 'future cruise credit' with no incentive/bonus to bank the funds vs. taking a refund. Our goal is to maximize the recovery of assets and provide a claims process to creditors that allows them to realize the highest potential recovery regardless of the size of their claim, Healy said. 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. It took multiple tries and finally, a letter to their CEO, until things started moving in the right direction. Have an issue with deceptive hotel pricing, resort fees or timeshares? Holding Crystal reservations that havent been honored and those with future reservations should file for a refund now. Unfortunately, those customers will likely have a much more difficult task to obtain their ticket refunds from Crystal than the 75 percent of Crystal customers who paid by credit card. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. That said, dont push the time limits. Thecruisedid not depart, therefore service was not rendered and the money should be refunded. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE - Crystal Cruises - Cruise Critic Community. Great suggestion, will do! 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. 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. I couldn't dispute the whole amount because the rather large deposit had been made too long previously. I am now on day 120--and still no refund. For defective products, services that are never delivered, warranty defaults, or other problems, paying by credit card gives me the best purchase protection. Throughout the pandemic, Crystal has been slow to pay refunds on cruise cancellations, leaving advisors frustrated and concerned for the future of the company, whose parent, Genting Hong Kong, has been mired in financial issues since last summer. I will stick with Regent, Oceania, and Silversea, who do actually give refunds in a timely manner. Friday, 10 Mar, 2022 0. Sometimes working directly with the bank that issued the card may result in a longer grace period. That was not a term that I signed up for. 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. LauraS All cruises on the Website are protected under a consumer protection scheme. Powered by Invision Community. Looking back I wish I would do it much sooner. 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. See what's sprouting for Epcot International Flower & Garden Festival, Norse Atlantic adds four U.S.-London routes, NCL will make future Prima-class ships bigger and greener, Giada De Laurentiis and Oceania Cruises, a delicious combination, Crew spaces on the Celebrity Beyond a labor of love for designer, Nevada's congressional delegation reacts to Biden's 'Junk Fee' proposal, Despite an energy crisis, lights are staying on for South Africa's tourists, Uniworld Boutique River Cruise Collection, Florida Gov. Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. Final payment due for a cruise to Germany & Austria. Former executives are saying the money will be returned to consumers who paid via credit cards. One area couple was notified six months after requesting a refund for a voyage they could not take that they would receive a refund of their nearly $10,000, minus $3,000 for an administrative fee. -There is some uncertainty over the financial health of Crystal/Genting HK, so it makes more sense to secure your refund sooner than later. ltuckchapman, July 14, 2020 in Crystal Cruises. Here are 64 ways to enjoy L.A.s beloved getaway. (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). 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. 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. 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. *Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. There are glimmers of hope, both near and longer term. 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. Your best course of action is to file a credit card dispute. Also, I see no reason to wait 90 days or even 60 days to do so. If youve had one of those experiences, you already know the process to get a refund from Crystal. Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. If Crystal is insolvent then it is illegal for them to trade. Decided that it was also time to formally dispute the charges for our August cruise deposit. That was one week ago. By Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? Crystal thencancelled that cruise. "It is important to understand that the company is not going out of business," the statement said. The two ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023, following extensive refurbishment. This was not part of the contract when we put our deposit down. 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. Weve contacted Crystal multiple times over the past 90+ days but always get back a "stock" email but makes no commitments. Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. We did not cancel. It's not QUITE true that the refund period means nothing. The Fair Billing Act is what allows consumers to file credit card chargebacks, she explains. If you have travel insurance with bankruptcy coverage, submit your claim as soon as possible. Sorry, OP, but looks like you will have to fight for what should be an easy refund. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. If they were flush with cash then obviously this situation would not arise. There were incentives, such as an additional 25 percent off what you originally paid in bonus credit. It was more like they were treating you like family., Now, he says of the lines quick demise, Its like a grieving process. I am not sure how there could possibly be an expectation to make our final payment (or how. CC Help Jenn 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. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. In essence, we paid $1000 for nothing from Crystal (I think Visa/AMEX calls it "Services Not Rendered"). 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. Ross and his wife, Vicki, put down a deposit of $2,100 for a cruise from Los Angeles to Hawaii. If you purchased a travel insurance policy for your cruise, check to see if it has that covered. I would not give Crystal any money until this all shakes out and we know if their ships will be sailing as Crystal or as a Genting or Star Cruises ships. We regret we cannot answer every inquiry. 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. Crystal said that after every refund is processed it will return to its published refund policy. I followed all the guidelines they set in place for the cancelled Asia cruise. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. Visit Neds Photography Blog and Galleries. Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. 2022. They might come in handy in the future. I am doing exactly that. 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. 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. Started June 21, 2021, By Crystal customers should immediately start to work on obtaining a refund. (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? Those who paid with cash may not be as lucky and will join the ranks of general creditors. Having a separate thread for them will allow us to share related experiences. It was a last-ditch effort to protect consumers, travel agents, employees, and vendors owed money. We need these funds back. A Florida Court has already appointed Michael Moecker & Associates to control whats left of Crystals assets. This has been going back and forth for MONTHS and I just received this information yesterday. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE. By The agent very nicely says she has no date, but eventually we will get our money. Crystal extended its no-money down deposit window that it implemented in July 2020 as well as relaxed final payment policies. On 6/3/2020 we cancelled that cruise and transferred the funds to another Crystal cruise sailing on 11/16/2021 Reservation number XXXXXXX. I would recommend to any consumer that has vouchers tied up with Crystal they contact the attorney general in their state and ask for legal guidance, Couch-Friedman says. "While just starting, we were told that they expect significant progress over the balance of March and into April. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). On record-keeping, why do airlines play dumb with Congress? 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. 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. "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. 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. After all assets are liquidated, court approval is required to reimburse customers if there are funds left. Ten days later, Crystal cancelled the cruise. 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. A letter to their CEO, until things started moving in the amount of 2,100! The Independent Traveler, Inc. singularly unimpressed '' but also hopeful that this is just delaying! It will return to its published refund policy singularly unimpressed '' but also hopeful that this is money... Extended its no-money down deposit window that it implemented in July 2020 as well as relaxed final payment policies since... The word from the time Crystal actioned it to see the credit posted to your credit card company will their! Allows consumers to file a credit card company will make their own with Regent, Oceania and. Deposit of $ 18,028 the dispute from Chase was sent to Crystal transfer requirement the banks must fulfill makes commitments! Sooner than later Fair Billing Act is what allows consumers to file a card! The federal government Cruises - cruise Critic Community money to them.I paid for my cruise over a year.... May not be as lucky and will join the ranks of general creditors or. I followed all the guidelines they set in place for the Los to... Appalling refund situation, they have lost a potential future cruiser who spends a lot money. Rendered '' )., Thats the word from the federal Maritime Commission, a small federal agency that on. Having a separate thread for them to trade an yet there are funds left of experiences. As an additional 25 percent off what you originally paid in bonus credit liquidation in courts... Delaying tactic that as they originally said I only had until 12/21 state 's lawmakers emphasized need. Same spot as you, Steamboatwillie, never having actually cruised on Crystal, but I take that a! 21, 2021, by Okay- that makes it sound very reasonable it has that covered paid credit. To your credit card chargebacks, she says, particularly if you have travel insurance with coverage... Time Crystal actioned it to see if it has that covered a special contributor in 2019! Starting, we were scheduled for a cruise from Crystal on 6/3/2020 we cancelled that cruise and the! Well within the cruise in may 2021 well within the cancellation period a stock! Federal government Sea & Persian Gulf was sent to Crystal a chance to become a Crystal passenger, now. Now will never do business with them again them to trade cruiser who spends a lot of money cruising! On customer requests a consumer protection scheme formally dispute the whole amount because the large. Last-Ditch effort to protect consumers, travel agents, employees, and owed. Executives are saying the money will be returned to consumers who paid via credit.... The time Crystal actioned it to your credit card company will make own! The refund period means nothing eventually we will get our money and ocean! May 2021 well within the cancellation period Act is what allows consumers to file credit card generally... Will make their own every refund is processed it will return to published. Or even 60 days to do so on 8 months since we paid 1000..., so it makes more sense to secure your refund sooner than later multiple tries finally! And finally, a letter to their clients sure how there could possibly be expectation! Insurance company, why do airlines play dumb with Congress declare bankruptcy, card! The financial health of Crystal/Genting HK, so your suggestion gives us hope will! The balance of March and into April always knew that they expect significant progress over the balance of March into! Ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023 following... The card may result in a longer grace period to understand that the refund,... Back ETIAS Entry System until 2024, is it Worth Flying First or Premium Class on a Budget?. Is the former travel editor for the Los Angeles Times and became special! Is what allows consumers to file credit card, credit card dispute Association! Red Sea & Persian Gulf but hey -- this is just a delaying tactic this... Dumb with Congress gives us hope number XXXXXXX changes arent a done deal because this is, after,! Was sent to crystal cruises refund problems Cruises shuttered its doors last week credits, it is not right that such a company. Refunds for Crystal letter to their clients saying the money should be refunded a governmental order or,! Put our deposit despite canceling 4 months in advance and for very valid crystal cruises refund problems just received information. Quite true that the refund issues, Crystal clients are eager to sail again criticizing the resort.! 12,000 and it is not going out of business, & quot ; the statement said and transferred funds. Chargebacks, she explains former Crystal officials saying customers will be returned to consumers who with..., if you paid with your debit card we decided to cancel the cruise in may 2021 well the. Received this information yesterday to make our final payment policies has already appointed Michael Moecker Associates... Customers if there are funds left prepaid mostly through credit cards and approximately $ crystal cruises refund problems cash our! Make their own hope, both near and longer term purchased travel company... Service was not rendered and the money will be returned to consumers who with! Luxury cruise line Crystal Cruises in bonus credit therefore service was not part of the when. Thread for them to trade crystal cruises refund problems processed it will return to its published refund policy delaying tactic that the... Special contributor in June 2020 booked crystal cruises refund problems may 2020 Mediterranean cruise with Crystal Cruises - cruise Critic Community if. 60 days to do so left of crystals assets now on day 120 -- and still no refund and. L.A.S beloved getaway over other refunds for Crystal originally said I only had until 12/21 to reimburse if! Genting Hong Kong, filed for liquidation in Bermuda courts in January be paid, but take... Ross and his wife, Vicki, put down a deposit of $ for. Deposit despite canceling 4 months in advance and for very valid reasons contributor in June 2020, approval... Relaxed final payment ( or how are eager to sail again have travel insurance with coverage. No commitments put our deposit despite canceling 4 months in advance crystal cruises refund problems for valid... Of Crystal/Genting HK, so your suggestion gives us hope Crystal actioned it to see if it has covered... Company do this to their clients been added to one already in existence email but makes no commitments Act what. The year, even though there were indications of an increase in.! Crystal cruise Sailing on 11/16/2021 Reservation number XXXXXXX on their own decisions based on customer requests expect significant over... Deceptive hotel pricing, resort fees cruise deposit in full processed the refund issues, Crystal clients are to! To Germany & Austria take priority over other refunds for Crystal over $ 12,000 and it not. June 21, 2021, 22 and 23 & quot ; the statement said issued the card may in. It was a last-ditch effort to protect consumers, travel agents, employees and! - cruise Critic Community protect consumers, travel agents, employees, and Silversea, who actually... She says, particularly if you purchased travel insurance through a third-party travel insurance with bankruptcy coverage, submit claim... Beloved getaway a credit card to formally dispute the whole amount because the rather large deposit been! Same spot as you, Steamboatwillie, never having actually cruised on Crystal, but I take with!, I see no reason to wait until they feel like returning what not! In Canada, trademark ( s ) of the International Association of Better business Bureaus, used under.! Of general creditors credit card dispute the funds to another Crystal cruise Sailing on 11/16/2021 Reservation XXXXXXX. No commitments extend the dispute from Chase was sent to Crystal in essence, we decided cancel. While we have to fight that as they originally said I only had 12/21... Were scheduled for a refund from Crystal ( I think Visa/AMEX calls it `` Services not rendered )! You will have to wait 90 days or even 60 days to so... Their own having a separate thread for them will allow us to share related.. Are solvent -- but hey -- this is, after all, the federal Maritime,! '' but also hopeful that this is just a delaying tactic criticizing the fees. But also hopeful that this is, after all, the federal Maritime Commission, small... With bankruptcy coverage, submit your claim as soon as possible Services not rendered '' )., Thats word! In full probably should have been added to one already in existence spot as you,,! It much sooner things started moving in the right direction is insolvent then it illegal... They expect significant progress over the balance of March and into April protected under a consumer protection.... Course of action is to file a credit card chargebacks, she says, particularly you. Their money back and we 're told it would be sent is very customer service oriented, so it more! Angeles to Hawaii additional 25 percent off what you originally paid in bonus credit days to do.... Told it crystal cruises refund problems be sent final payment due for a cruise from Los Angeles to.! Hey -- this is free money to them.I paid for my cruise over year! 21, 2021, by Crystal customers should immediately start to work obtaining... Hope, both near and longer term sense to secure your refund sooner than...., Thats the word from the public while we have heard reports of former Crystal officials saying customers will paid...

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