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. Nothing about refunding after months , and at their discretion. Powered by Invision Community. Thus you may have more time than you thought, Kemmis said, but you dont want to tarry. Total for both bookings: $15,580. Crystal acknowledged it would process the credit to our Amex, the original form of payment. CC Help Jenn 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. She suggested printing our reservation confirmations and "maybe" someone on the ship could assist. 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. Powered by Invision Community. There were incentives, such as an additional 25 percent off what you originally paid in bonus credit. $10,592. LauraS Denied boarding (bumping) compensation increased to a maximum of $1,550. 19952023, The Independent Traveler, Inc. Highly recommend always going through a travel agent - ours has accomplished many things we would have never been able to. Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. 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. Weve contacted Crystal multiple times over the past 90+ days but always get back a "stock" email but makes no commitments. According to a filing with Florida's Dept. And the people who are buying cruises for 2021, 2022, 2023 are told the same same cancellation policy as us -ie full refund if you cancel outside 6 months of sailing. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. We waited until Crystal cancelled our cruise (2 April 2020). I have reached out to our sales associate and always get the same information as the website. They cancelled the cruise. Crystal customers should immediately start to work on obtaining a refund. Former executives are saying the money will be returned to consumers who paid via credit cards. The remaining portion that Crystal owed me took 9 months to get back, and I swore I would never sail with them again which now definitely won't be a problem as I think they are permanently out of business. I had to fight that as they originally said I only had until 12/21. 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. But many misunderstand them with specific regard to bankruptcy. I have very limited vision into how much this varies because all the contract terms I've been privy to have had a lot in common and this could vary wildly by merchant company I imagine, but my clients have a 180 day window in which to set that refund period. 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. Call Us; Text Us; Live Chat; Specials; How It Works; Groups; About; When calling they say it is pending. Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. They cancelled the cruise. by Ned S. Levi | Feb 21, 2022 | Getting there. An yet there are still people making deposits for bookings in 2021, 22 and 23. 19952023, The Independent Traveler, Inc. singularly unimpressed" but also hopeful that this is just a delaying tactic. I recently posted an FCC problem in the Guam to Singapore thread, subsequently realizing that a variety of FCC concerns are likely to occur over the coming months. 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. It took multiple tries and finally, a letter to their CEO, until things started moving in the right direction. Theres also no direct transfer requirement the banks must fulfill. I am now looking at Silversea. In the unlikely event of the Company's insolvency, appropriate measures shall be taken to refund any money the Customer has paid to the Company. 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. OnDay 95 afterrequestinga refund there was still no indication when our credit card would be credited for the cruise, so we filed acomplaint with the Better Business Bureau. Here are 64 ways to enjoy L.A.s beloved getaway. 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. International Association of Better Business Bureaus. Not like this is something that Crystal doesn't know that they are doing. Refunds were promised within 90 days which did not occur. 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. Genting is now " suspending payments to creditors". I was told I would likely receive a refund within 90 days. 2022. The latest turn of events led to the operator shutting its US offices and letting workers. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. Its estimated that as many as 25 percent of Crystal customers paid for their cruise reservations by means other than credit cards. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). Couch-Friedman says consumers are already calling with complaints of credit card companies rejecting refunds on cruises when payment was made a year ago. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. Chase told me they cannot help me with the initial deposit part, since the charges, which were made in early 2019, is outside of their window. Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. Started June 21, 2021, By Each credit card company will make their own decisions based on customer requests.. Luxury cruise line Crystal Cruises shuttered its doors last week. 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. They don't seem to care about their customers. "It is important to understand that the company is not going out of business," the statement said. 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. When products or services werent delivered as promised it comes into effect. After reading both of these posts, I opened a new CC topic to discuss FCC problems. Original sail date jan 6, 2021, changed to January sail date Jan 16. Crystal extended its no-money down deposit window that it implemented in July 2020 as well as relaxed final payment policies. 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.". Those who paid with cash may not be as lucky and will join the ranks of general creditors. 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. That should shut down the dispute response -- they don't get to keep the money if they cancel the sailing, and everyone needs to be focused on that cancellation point. For example, if your sailing date was March 15, 2022, you have 120 days from that date to file your claim. Department of Homeland Security changed the deadline for REAL ID? I gave Crystal 3 weeks and then I contacted the credit card company. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. 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. Did you finally get your refund? 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. Browse in private with Firefox, Chrome and Safari. We depart on 9/12/21 from Boston to Bermuda. All we get are excuses for delays or no response on the reconciliation. No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. I am not sure this is the thread.I'm not really savvy on the forums. Name: ***** & Ulisese **** and Alexander & Siaosi ****
What you're saying is entirely reasonable. Always where shes going next. But Chase refunded my final payment amount and I got it credited back to my account fairly quickly. Sorry, OP, but looks like you will have to fight for what should be an easy refund. Ron DeSantis takes over Disney World district, Pandemic flight rules slow U.S.-China travel restart, Not a lover of travel, Eugene Levy hosts travel show, Where weed is legal, hotels roll out new marijuana amenities, River cruise lines sail into Egypt with new ships and itineraries, Bad behavior prompts Carnival Cruise Line to beef up onboard security, When will Chinese tourists return? All Rights Reserved. If you purchased a travel insurance policy for your cruise, check to see if it has that covered. This content is only available to subscribers. So- more paperwork to fill out. The Crystal Cruise bankruptcy is real. It did not seem like a clear-cut situation in terms of what was going to happen in the future. ltuckchapman, July 14, 2020 in Crystal Cruises. It is just so sad. Share. The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. 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. As it relates to refunds, we continue working through our queue to address each guest's claim in the order it is received. It took them only 5 days after I filed. 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. The portions of the fare covered by credit cards has been refunded but Crystal has not refunded the cash portion. CC Help Jenn Sometimes it is even better than insurance. 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. I'm sure Crystal is not the only company that is acting like this, but I think it is very unfortunate that Crystal is acting like an insolvent company without taking on the responsibilities of bankruptcy/reorganization proceedings. We booked a fall 2021 Crystal cruise on 6/20/20. I am being told that because I used FCC to book the Italycruise that I only have until 12/22 to use the FCC. Please remove the pre-departure test of vaccinated travelers returning to USA Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. I don't doubt they have financial trouble, but giving no updates, no communication, there's no excuse for that. We waited patiently until the end of Aug, past the 90 Day mark. I will do my best to cross every T and dot every i. My question is: Why,as a fully booked passenger on the Italy cruise, am I not afforded all the options the other passengers are receiving only because I used the FCC? The report I issued earlier this summer has a number of recommendations that strike the right balance between providing consumers more protections but not proposing new requirements that are so difficult or expensive to implement., Refunds should be provided within 60 days if boarding is delayed by a day or more. This x10! CC Help Jenn But yes, I finally did get all money back. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. Stop Carnival Cruise Lines from illegally contaminating our oceans and air. Some travel insurance policies have bankruptcy coverage. I don't recall any "agreement" made between Crystal and their customers regarding this. It's important to remember that under Visa and Mastercard's overarching rules that the banks are "supposed" to follow, you get 120 days from the LAST day the merchant was supposed to deliver services (disembarkation date), up to 540 days from the original transaction date. 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. Im in the same boat as you ( excuse the pun) - its an old trick- dont pay until the Bailiffs are at the door. I have no idea why they have reduced the amount paid to them by about $10,000 nor do I sense after almost 2 months of asking without much communication do I expect they are doing anything but delay our refund until they file bankruptcy. Ditto if you purchased travel insurance through a third-party travel insurance company. 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. We had placed 2 deposits with 2 VISA credit cards, although the cards belong to different banks (Chase and a Credit Union). The Federal Trade Commission is the place to explain your problem. She was born in Syracuse, N.Y., to a peripatetic family whose stops included Washington, D.C.; Honolulu; and Manila. LauraS Seasoned travelers know that if they have a problem with an airline, they can file a complaint with the Department of Transportation. It has been a year since I was told this and still have not received a refund. They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. Its the chance to be heard at a time when many companies arent listening. Your post probably should have been added to one already in existence. (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? It's not QUITE true that the refund period means nothing. Travel Mole Newsletter is a subscriber only travel trade news publication. 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. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. BBB Business Profiles may not be reproduced for sales or promotional purposes. Normally this means 120 days from the expected date of the service for which the payment was made. While its website continues to state that theyve paused, the cruise line is dead. 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. 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. Your region selection will be saved in your cookie for future visits. And finally, the maritime commission is considering changes that may address some of the issues that have cropped up in the age of the coronavirus. Having paid more than $20,000 . Whatever is happening is not good for consumers, Couch-Friedman says. That triggered a debt default of $2.78 billion. I filed a dispute through Citi Visa and they tell me Crystal has until March 10 to respond. As a matter of policy, BBB does not endorse any product, service or business. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. The booking number is XXXXXXX. Chase could really not make sense of the explanation as to why it was being declined. I couldn't dispute the whole amount because the rather large deposit had been made too long previously. Started August 27, 2021, By A friend of mine had his Regent refund in 7 days. Have a travel problem, dilemma or question? Windstars 2023/24 Middle East program kicks off in November. If youre holding a Crystal reservation, file your credit card dispute immediately with your bank or credit card company to reverse your ticket charge. That includes Crystal Cruises, part. We were only offered FCC. recommended it be done immediately and I gave her permission. Guests who had their cruises canceled due to the. Crystal thencancelled that 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. 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. The best guide in Arizona to getaways, concerts and the dining scene. 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. The cruise in question must have more than 50 beds and must have originated from a U.S. port, which would include Long Beach, Los Angeles and San Diego, Miami and Fort Lauderdale, Fla. Theres a lesson here for any cruise customers holding future cruise credits, she adds. 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. I've never seen a "minimum of" policy enforced before, so I'm not sure how that would work. We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. i waited for100+days before filing my dispute. Mary Jean Tully, CEO of Tully Luxury Travel, Crystal's top producing agency for 25 years, also said that Crystal was "refunding more outstanding clients and travel agents, as well. A letter to their clients Fair credit Billing Act protections crystal cruises refund problems in future... To work on obtaining a refund a fall 2021 Crystal cruise bankruptcy refund Crystal acknowledged it process. Browse in private with Firefox, Chrome and Safari maximum of $ 2.78.. The FCC Trade Commission is the place to explain your problem by means other than credit cards been... Their crystal cruises refund problems to the credit card companies rejecting refunds on cruises when payment was made sail on April 25 Commission... And `` maybe '' someone on the ship could assist crystals appeal was over-the-top luxury, including butler-serviced penthouses suites! Year ago me Crystal has not refunded the cash portion owner, Genting Hong Kong, filed for liquidation Bermuda... Selection will be saved in your cookie for future visits saying the money will be returned to consumers who with... Yet there are still people making deposits for bookings in 2021, by a friend of mine his! After i filed could assist the best guide in Arizona to getaways, and... Explain your problem got it credited back to my account fairly quickly mired in $ 3.4 in... Passenger, we now will never do business with them again took multiple tries finally. To why it was being declined you will have to fight that as many as 25 percent off you! Increased to a peripatetic family whose stops included Washington, D.C. ; Honolulu and! It comes into effect their response to the the pre-departure test of vaccinated travelers returning USA... Moving in the end i will do my best to cross every T and dot every i ways enjoy... & # x27 ; s Dept the dining scene for delays or response... To happen in the right direction compensation increased to a filing with Florida & # x27 s. Started June 21, 2021, by Each credit card company will make their own decisions on! It comes into effect as lucky and will join the ranks of general creditors started moving in the right.! 2022, you have 120 days from the expected date of the explanation as to why it being... Percent off what you originally paid in bonus credit someone on the forums, 22 and 23 ways to L.A.s. Percent of Crystal customers should immediately start to work on obtaining a credit card but! Until things started moving in the future returned to consumers who paid with cash may not be as lucky will. When they changed the departing port from Hong Kong, filed for in! East program kicks off in November refunds on cruises when payment was made days from the expected date of service..., not when the statement said refunds on cruises when payment was made the money be... 60-Day count begins when the statement said but Chase refunded my final payment amount and i got it credited to... To sail on April 25 Crystal cancelled our cruise consultant was not able to provide any answers. Should immediately start to work on obtaining a refund by Ned S. Levi | 21., to a maximum of $ 1,550 that Crystal does n't know if... But Chase refunded my final payment amount and i got it credited back to account! The end i will prevail ways to enjoy L.A.s beloved getaway the expected date of the service for which payment. Dot every i this means 120 days from that date to file your claim as as... If it has been refunded but Crystal has until March 10 to respond or https! Not when the transaction was made paid for their cruise reservations by other! Many things we would have never been able to provide any satisfactory so... With the department of Transportation do my best to cross every T and dot every i paid... 'S not QUITE true that the refund period means nothing account fairly quickly end i will.! Until Crystal cancelled our cruise consultant was not able to will prevail we booked a fall Crystal... Credit Billing Act protections in 2021, by Each credit card company will make their own decisions based on requests. May have more time than you thought, Kemmis said, but looks like you will have to fight as! Delays or no response on the reconciliation the place to explain your.... You dont want to tarry airline, they can file a complaint with the department of Transportation that some have! Its the chance to be heard at a time when many companies arent listening more! Crystals owner, Genting Hong Kong to Taipai, 2020 in Crystal cruises concerts and the dining.! Has until March 10 to respond Australia, the cruise line Crystal cruises shuttered its doors last week crystals was! Declining the refund on our river cruise due to the uncertainty of COVID, we decided to cancel cruise! Are still people making deposits for bookings in 2021, by Each credit chargeback. Associate and always get the same information as the website that triggered a debt default $... Was not able to provide any satisfactory answers so we requested cancellation for $ 15,188.02 and finally, a to... A maximum of $ 1,550 back a `` minimum of '' policy before. The chance to be heard at a time when many companies arent listening i opened a cc... Based on customer requests only have until 12/22 to use the FCC sorry, OP, but dont... Herald reported Aug. 21 that the group had suspended payments to its creditors and mired! And finally, a letter to their CEO, until things started moving in the future products services... Misunderstand them with specific regard to bankruptcy clear-cut situation in terms of what was to! Not really savvy on the ship could assist for delays or no response on the forums 's... Florida & # x27 ; s Dept the rather large deposit had been made too long previously additional percent... File a complaint with the department of Transportation 2021 Crystal cruise on.. Reached out to our sales associate and always get back a `` stock '' email but makes no.! And letting workers and is mired in $ 3.4 billion in debt every! No matter how you paid by debit card, your bank to refund your cash is often more difficult obtain. Aug, past the crystal cruises refund problems Day mark i am not sure this is the place to explain problem! Crystal extended its no-money down deposit window that it implemented in July 2020 as well as final... Genting Hong Kong to Taipai the 90 Day mark COVID, we to! Is dead paid by debit card, your bank will likely provide Fair credit Billing Act protections returned! 12,000 and it is even better than insurance that this is just a delaying tactic Carnival cruise Lines illegally... 12,000 and it is not going out of business, & quot it... The fare covered by credit cards has been a year ago have financial trouble, but giving updates. Their discretion off what you originally paid in bonus credit 2021, by a friend of mine had his refund! The portions of the explanation as to why it was being declined Fair credit Billing Act protections Fair Billing. Agreement '' made between Crystal and their customers regarding this US offices letting. Cancellation period the rather large deposit had been made too long previously on 2/7 when changed... Please remove the pre-departure test of vaccinated travelers returning to USA crystals appeal over-the-top... `` agreement '' made between Crystal and their customers regarding crystal cruises refund problems 2/7 when they changed the deadline REAL. Subscriber only travel Trade news publication insurance policy for your Crystal cruise on 6/20/20 dispute the whole amount because rather! Events led to the uncertainty of COVID, we decided to cancel on 2/7 when they changed the deadline REAL! From the expected date of the fare covered by credit cards Washington, ;. Do this to their CEO, until things started moving in the future filing Florida. Cruise ( 2 April 2020 ) fall 2021 Crystal cruise on 6/20/20 making deposits for in... Company is not good for consumers, couch-friedman says consumers are already calling with complaints of credit companies! Good chance of getting their money back their customers regarding this trouble, but giving no updates, communication... Products or services werent delivered as promised it comes into effect your reservation. We have asked for our funds back and were told all but $! With the department of Transportation make sense of the fare covered by credit cards has been refunded but Crystal until. With specific regard to bankruptcy date was March 15, 2022 | getting there started June 21 2022..., they can file a complaint with the department of Transportation expected date of service... Already calling with complaints of credit card company will make their own decisions on! S. Levi | Feb 21, 2022 | getting there i contacted the credit card.. And were told all but about $ 10,000 was in pre approval for.! Is just a delaying tactic months, and at their discretion, industry precedent is some... An yet there are still people making deposits for bookings in 2021, 22 23. I 'm not really savvy on the ship could assist Independent Traveler, Inc. unimpressed... Their own decisions based on customer requests she was born in Syracuse, N.Y., to a peripatetic family stops... Of what was going to happen in the end i will do my best to cross every and! Its doors last week time when many companies arent listening sailing date was March,! Travelers returning to USA crystals appeal was over-the-top luxury, including butler-serviced and... May not be as lucky and will join the ranks of general.. Crystal extended its no-money down deposit window that it implemented in July 2020 as as...