194 total complaints in the last 3 years. Welcome to Cruise Critic SteamboatWillie118. Something about the timing of the cruise which makes no sense. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back . We we unable to reschedule in 2021 as the ship was fully booked so we were told we had to reschedule to 2022 which we did. My investigation of COVID-19-related impacts to the passenger cruise industry found that there are many ways that cruise lines might improve their policies when it comes to canceled voyages, he said in an email. We booked a fall 2021 Crystal cruise on 6/20/20. The best guide in Arizona to getaways, concerts and the dining scene. 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. How to find the best blooms without the drama, Nature-curious? 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. 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. Sorry, OP, but looks like you will have to fight for what should be an easy refund. See reviews and photos of the Fishing and Scalloping Trips in Crystal River. Crystal Cruises is kaput, out of business. 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. Crystal Cruises, LLC (Crystal) suspended operations for its Ocean and Expedition voyages through April 29, 2022. 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? (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). 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. "Unfortunately, it's taken a lot longer than we would have liked. If you have a copy that says 90 days, and the merchant provides a subsequent policy change that says "minimum of 90 days", the credit card company will almost always honor the cardholder's initial notice. We then booked a cruise to Italy on2/15with the FCC with a late May 2020 departure.. Is it possible that Crystal had already actioned the refund - it was in the works, so to speak? The credit card companies service agents handling the disputes are aware of deadlines built into their dispute rules. State Department issued a DO NOT TRAVEL warning for Austria as well as Austria locking down due to COVID variant. I am not sure this is the thread.I'm not really savvy on the forums. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. 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. Question about refund - Crystal Cruises - Cruise Critic Community. It is just so sad. I will stick with Regent, Oceania, and Silversea, who do actually give refunds in a timely manner. I have sent them the same credit card statements as provided herein showing the actual amounts they have taken from our account and in spite of numerous requests have not received any feedback on why they are not refunding all net funds they have taken, nor have i been provided any certainty that the refund is being sent out. 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. LauraS We reviewed all of these requirements and decided it would be near impossible to fill out all these forms correctly. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. Website launched for Crystal Cruises refund claims. The total was $15,580.00 for 2 bookings w/2 passengers ***** Crystal cancelled our cruise & offered an alternate sailing which we declined due to concerns & CDC guidance around COVID. Catharine Hamm is the former Travel editor for the Los Angeles Times and became a special contributor in June 2020. 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. 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. Always where shes going next. Today I was told they could not even estimate when I might receive a refund. Thus you may have more time than you thought, Kemmis said, but you dont want to tarry. Airlines Refunds: DOT enforcement notice that all airline tickets canceled by the airlines must be repaid to include all airfare, taxes and added fees with cash not airline credits. Sorry, but its not a big fat check. 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. I had to fight that as they originally said I only had until 12/21. 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. Washington, D.C.-based travel lawyer Mark Pestronk says it isnt quite that cut and dried. Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. This will ensure you fulfill the policys timing requirements. Rather than focusing on the number of complaints, BBB considers how frequently and effectively those complaints are resolved. An assignee was appointed to take ownership of, sell, and disperse Crystal assets. Started August 27, 2021, By Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. 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! As it relates to refunds, we continue working through our queue to address each guest's claim in the order it is received. 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. 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. Looking forward to your help with this. Your best course of action is to file a credit card dispute. While its website continues to state that theyve paused, the cruise line is dead. by Ned S. Levi | Feb 21, 2022 | Getting there. Something about the timing of the cruise which makes no sense. We gave them the wire details and we're told it would be sent. LauraS Looking back I wish I would do it much sooner. Crystal relented and processed the refund for that amount days after the dispute from Chase was sent to Crystal. I am now looking at Silversea. Its a more difficult situation, says Couch-Friedman. What you're saying is entirely reasonable. "Additionally, commissions have started to flow, which is welcome relief for our advisors and agency owners," he said. *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. CRUISES. itinerary changes, passenger cancellations, cabin concerns, etc. Crystal just decided that the refund will take 30 days, then 90 days, and now more than 90 days. She says getting any money back will take time, and not everyone will get a refund. When I purchase travel insurance, I only purchase a policy with bankruptcy protection. Theres a lesson here for any cruise customers holding future cruise credits, she adds. If a cruise is canceled because of a governmental order or declaration, refunds must be issued within 180 days. I am at approx 150 days with another line. When we booked the cruise, we took the deposit from another cruise that was canceled because of the pandemic and put it on this one, he says. 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? Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. In other words, if you paid cash, you get cash. We waited patiently until the end of Aug, past the 90 Day mark. Started June 21, 2021, By I couldn't dispute the whole amount because the rather large deposit had been made too long previously. 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. 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. Ten days later, Crystal cancelled the cruise. 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. Submitting a response indicates a willingness to work with customers to make things right. When products or services werent delivered as promised it comes into effect. Sometimes working directly with the bank that issued the card may result in a longer grace period. Started August 27, 2021, By 19952023, The Independent Traveler, Inc. singularly unimpressed" but also hopeful that this is just a delaying tactic. 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. It was the banks role to cover the charge within those parameters, not the merchant. We were told it would be 90 days to get a refund. One year ago our cruise was canceled due to the COVID pandemic. The no-money-down deposit window has been extended until April 5. Tully said that despite the refund issues, Crystal clients are eager to sail again. This x10! >> Next: What Credit Cards Provide the Best Travel Insurance? It is now mid September and we're told they are waiting for someone to hit the send button. 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. Any thoughts on this matter? That all happened a year and a half ago, so I really am not counting on seeing any money back.. 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. Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. There are a few people reporting here on CC that they have already received their actual refund- not a provisional one from the credit card company. That includes Crystal Cruises, part of the Genting Group. Refunds were promised within 90 days which did not occur. Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? 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. We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. When calling they say it is pending. We had disputed the charge with Chase, and they will cont. 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. Details per Confirmation # 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. 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. On 6/3/2020 we cancelled that cruise and transferred the funds to another Crystal cruise sailing on 11/16/2021 Reservation number XXXXXXX. Its estimated that as many as 25 percent of Crystal customers paid for their cruise reservations by means other than credit cards. 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. Many many threads about refund policy and actual hapenning already. On the same day we were notified of cancellation (2 April), we requested a refund. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. Crystal know this --they rely on passionate cruisers.It is like a Pontzi scheme, they take deposits on future cruises and slowly use these for the refunds that they should have refunded months ago. CC Help Jenn And I adored Crystal but as a loyal oh so loyal client Ilike to be treated as such. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. 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. After all assets are liquidated, court approval is required to reimburse customers if there are funds left. 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 Federal Maritime Commission last week posted a consumer notice on its website recommending that travelers who paid for Crystal Cruises with a credit card contact the card company immediately. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. 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. 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. READ ALSO: King Day of Service with a great tour of civil rights landmarks. 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. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. Note that complaint text that is displayed might not represent all complaints filed with BBB. CC Help Jenn The state's lawmakers emphasized the need for transparency rather than criticizing the resort fees. A friend of mine had his Regent refund in 7 days. Have a travel problem, dilemma or question? I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. 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. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. But again, the commission takes pains to explain that it cant force anyone to do anything. I did not cancel. Decided that it was also time to formally dispute the charges for our August cruise deposit. Total Base $7,398.00 Total Tax $392.00 Grand Total $7,790 Whatever is happening is not good for consumers, Couch-Friedman says. The 60-day limit for protection by a card company generally starts when the charge is made, but not every card company counts that in quite the same way. 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. All of the river cruises are cancelled through late May. 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 have reached out to our sales associate and always get the same information as the website. -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.". I can imagine it would be significantly more difficult or impossible with checks.. Needless to say - we will never book anything with Crystal again. CC Help Jenn LauraS Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Their actions should be known to the public. BBB Business Profiles may not be reproduced for sales or promotional purposes. 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. Voices, experts and personalities on the right and the left. The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. Friday, 10 Mar, 2022 0. Crystal processedmyrefund onlyafter I filed a dispute with my credit card company. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. Today is Day 104, still no refund. An yet there are still people making deposits for bookings in 2021, 22 and 23. Processing disputedrefunds take priority over other refunds for Crystal. Help Ukrainian Families in Need: World Central Kitchen Donation Match. I have called repeatedly. This content is only available to subscribers. BBB Business Profiles generally cover a three-year reporting period. Canceled on may 27, 2021. 19952023, The Independent Traveler, Inc. Call Us; Text Us; Live Chat; Specials; How It Works; Groups; About; It said it continued to issue refunds. Before entering the corporate world, Ned worked as a Public Health Engineer for the Philadelphia Department of Public Health. I gave Crystal 3 weeks and then I contacted the credit card company. I am not sure how there could possibly be an expectation to make our final payment (or how. Its the chance to be heard at a time when many companies arent listening. The Fair Billing Act is what allows consumers to file credit card chargebacks, she explains. We booked a cruise with Crystal Cruise in April to tour Europe. There is no clear pathway that we can set a consumer on who has a voucher.. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. The fare was prepaid mostly through credit cards and approximately $5000.00 cash via our travel agent. The Crystal Bach. By If you have travel insurance with bankruptcy coverage, submit your claim as soon as possible. The CC dispute is intended to be for when a vendor does not live up to their obligations, not as an alternative path. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. Great. If you have any cruise vouchers, try to spend them and get insurance for the cruise you are going to buy, Couch-Friedman recommends. Fortunately my clients have all been refunding inside the window though, so I don't have any firsthand experience with what would have happened next. The booking number is XXXXXXX. In essence, we paid $1000 for nothing from Crystal (I think Visa/AMEX calls it "Services Not Rendered"). Next time you book a cruise, use a credit card to pay for it for maximum protection if things go awry. Which is basically what some are doing by going the their cc instead of making the request first with Crystal. I did that after waiting 120 days and my representative at AE. 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. Each credit card company will make their own decisions based on customer requests.. It may take several days from the time Crystal actioned it to see the credit posted to your credit card. Denied boarding (bumping) compensation increased to a maximum of $1,550. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystal's parent company, Genting Hong Kong. And try to confirm that Chase does the same. As of February 16, there was no such information online. Original sail date jan 6, 2021, changed to January sail date Jan 16. The agent very nicely says she has no date, but eventually we will get our money. Crystal is not keeping their word (i.e. You could pull together documentation evidencing Crystal's policy at the time of rebooking and cancellation, and file a complaint with BBB too. AFAR participates in affiliate marketing programs, which means we may earn a commission if you purchase an item featured on our site. 2023 AFAR Media, ships that have been seized for unpaid fuel bills. Powered by Invision Community. 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. Crystal has held a significant portion of this money since 2018. 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. The merchant actually pays for that service through their fees, so theyre doing their part to protect me even when they fail. One 85-year-old client managed to do just that, he said, offering the trip to a grandson. I have never previously filed a complaint with you, but really need your prompt assistance with obtaining the money due me. That said, dont push the time limits. 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. -The 90 day "guideline" is something Crystal just decided on their own. $ 7,790 Whatever is happening is not good for consumers, Couch-Friedman.! Really need your prompt assistance with obtaining the money due me sail again advisors and agency owners ''! On customer requests many companies arent listening that cut and dried work with customers to make our final (! Longer than we would have liked these forms correctly read ALSO: King Day of service with great... Thread.I 'm not really savvy on the number of complaints, reviews and/or on! 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