"Unfortunately, it's taken a lot longer than we would have liked. 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. I received $2,786 refund for taxes and insurance on 5/15/2021. 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. CC Help Jenn Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. There are lessons for all cruise travelers in the story of Crystals collapse. 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. Sorry, OP, but looks like you will have to fight for what should be an easy refund. "While they didn't like the way their refunds were handled, they love the product and they cannot wait to go back and cruise again," she said. It is simply a matter of contract. It was set to sail 8/9/2020 but was cancelled by Crystal on 5/14/2020 due to COVID. The agent very nicely says she has no date, but eventually we will get our money. As of February 16, there was no such information online. If you paid cash for your cruise, ask your bank for help. You should do tests on private browsing mode. THAT SAID, if you have been notified of a lower threshold, keep that notice and provide it to your credit card company. 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? Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. They cancelled the cruise. Powered by Invision Community. 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. Their actions should be known to the public. Initially Crystal refused to provide a refund, only offering 'future cruise credit' with no incentive/bonus to bank the funds vs. taking a refund. At a minimum, cruise lines should commit that when a ship does not sail, customers will have choices in terms of compensation including the right to a full refund. That triggered a debt default of $2.78 billion. I gave Crystal 3 weeks and then I contacted the credit card company. (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). Youll need to file a proof of claim and keep your fingers crossed. That was not a term that I signed up for. 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 did that after waiting 120 days and my representative at AE. "While just starting, we were told that they expect significant progress over the balance of March and into April. If a cruise is canceled because of a governmental order or declaration, refunds must be issued within 180 days. Here are the reasons I did not wait too long. Such a shame as they had a good product. 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. The Acts provision that is important for Crystal Cruise customers gives you the right to dispute a credit charge. Yet this is misleading at best, fraud at worst. 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. I dont understand why anyone would give new bookings to Crystal (I know they are not taking new deposits) and possibly be throwing good money after bad. I'm in the same boat, see my post in the FCC topic started by JIM9310. Crystal, as you said, should be issuing the refund. It has been almost one year. 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. Your post probably should have been added to one already in existence. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. When calling they say it is pending. Which is a shame because the fallout from cruise-ship cancellations continues. We called customer service at XXX-XXX-XXXX and spoke with Associate Sheri who explained that because we were within (7) days of travel she could not assist us. Followers 1. Call Us; Text Us; Live Chat; Specials; How It Works; Groups; About; Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. ITR is free to our subscribers. But I'm feeling very optimistic about everything as are our clients.". 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. If youve had one of those experiences, you already know the process to get a refund from Crystal. 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. We even canceled 4 months in advance. 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. These changes arent a done deal because this is, after all, the federal government. Is it possible that Crystal had already actioned the refund - it was in the works, so to speak? The Crystal Bach. Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. Today is Day 104, still no refund. A friend of mine had his Regent refund in 7 days. Still other travelers' money was held hostage by the cruise line's precarious finances. Details per Confirmation # The site was set up by Florida-based liquidator Mark Healy who is managing the affairs of Crystal Cruises LLC, Crystal AirCruises LLC and Crystal Holdings U.S. LLC. Ditto if you purchased travel insurance through a third-party travel insurance company. But if Crystal just doesn't have the money, how can they refund you ? That said, dont push the time limits. -The 90 day "guideline" is something Crystal just decided on their own. All of the river cruises are cancelled through late May. Many many threads about refund policy and actual hapenning already. Original sail date jan 6, 2021, changed to January sail date Jan 16. Please Read: COVID-related Discussion. (Complaints about individual cruises go to complaints@FMC.gov.). What you're saying is entirely reasonable. Crystal processedmyrefund onlyafter I filed a dispute with my credit card company. Book now from $515! Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. Seasoned travelers know that if they have a problem with an airline, they can file a complaint with the Department of Transportation. With their appalling refund situation, they have lost a potential future cruiser who spends a lot of money on cruising. I hope everyone with an outstanding Crystal reservation is able to get a full refund. >> Next: What Credit Cards Provide the Best Travel Insurance? Ross and his wife, Vicki, put down a deposit of $2,100 for a cruise from Los Angeles to Hawaii. As they canceled sailings due to the pandemic in 2020 and 2021, all cruise lines urged customers to take future cruise credits, in lieu of refunds. 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? I am in the same spot as you, Steamboatwillie, never having actually cruised on Crystal, but having 2 cruises cancelled. Always where shes going next. But if you have a problem with a cruise, you have a problem. 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. Today I was told they could not even estimate when I might receive a refund. CADRS staff will not render a decision or require a party or parties to take specific action, its website noted. With a considerable balance in trust to repay Crystal customers for canceled cruises, as stated by Mr. Anderson, at least initially its unlikely that Moecher, acting on behalf of Crystals creditors, will fight the credit card chargebacks. By We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. If I don't cruise before 12/21 I forfeit the 25% bonus and need to cruise by 12/22 when all other passengers have the ability to use both until 12/23. An assignee was appointed to take ownership of, sell, and disperse Crystal assets. Crystal is bankrupt and is being liquidated. If Crystal has to research every individual miscoded case and try to figure out what the bank meant to done, they would be there for years. 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. 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. All of the river cruises are cancelled through late May. Unfortunately, due to COVID, we postponed to January 2022. Followers. -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've never seen a "minimum of" policy enforced before, so I'm not sure how that would work. Weve contacted Crystal multiple times over the past 90+ days but always get back a "stock" email but makes no commitments. Started August 27, 2021, By Powered by Invision Community. It turned out to be a good premonition for us, says Perl. If you are receiving this message, simply enter your email address to sign in or register if you are not. 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. Your region selection will be saved in your cookie for future visits. So, hopefully, I will get the deposit part refunded sometime. Cancelled cruise: "7-night Legendary Rhine River Cruise" was to depart 9/6/2021 Please remove the pre-departure test of vaccinated travelers returning to USA We had disputed the charge with Chase, and they will continue the dispute. 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. CC Help Jenn Ten days later, Crystal cancelled the cruise. The management has made a faux pas here. You will be able to leave a comment after signing in, By I filed a dispute through Citi Visa and they tell me Crystal has until March 10 to respond. Guests who had their cruises canceled due to the. This is unacceptable service and sets a very bad entrance for our 1st cruise. Customer Reviews are not used in the calculation of BBB Rating. 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. You will be able to leave a comment after signing in, By Started August 27, 2021, By Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. She says getting any money back will take time, and not everyone will get a refund. Exactly. 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. 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? 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. itinerary changes, passenger cancellations, cabin concerns, etc. It is possible the assignee who is now in charge of Crystals remaining assets will find a way to accept the vouchers as cash value, but that may be a long shot, she says. CRUISES. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. What Credit Cards Provide the Best Travel Insurance? 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. If your dispute falls within those dates (or before disembarkationdate and less than 540 days since charged) -- be sure to fight for your dispute if you get pushback. Browse in private with Firefox, Chrome and Safari. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. We booked a cruise with Crystal Cruise in April to tour Europe. 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. 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. 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. 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. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. LauraS Take a look at the findings of the report (bit.ly/cruisecomments); send your comments to secretary@fmc.gov. 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. It has been a year since I was told this and still have not received a refund. Voices, experts and personalities on the right and the left. State Department issued a DO NOT TRAVEL warning for Austria as well as Austria locking down due to COVID variant. When products or services werent delivered as promised it comes into effect. Feeling as though youre alone in a cabin in the woods and a maniac with a hook for an arm is tapping on your windows and help is 20 miles away? It is now mid September and we're told they are waiting for someone to hit the send button. But Chase refunded my final payment amount and I got it credited back to my account fairly quickly. Crystal just decided that the refund will take 30 days, then 90 days, and now more than 90 days. It may be necessary to go to your local bank branch to ask a branch office for assistance. Healy acknowledged Crystal Cruises has limited assets.. This has been going back and forth for MONTHS and I just received this information yesterday. On 19-AUG-2021 Crystal submitted a final bill for $15,188.02. "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. "We will be processing your refund." Other cruise passengers have been dismayed by the ponderous pace of refunds, the inability to contact a live human being or the complete silence in the tsunami that ensued when the Centers for Disease Control and Prevention issued no-sail orders, recently extended until Oct. 31. So sorry to hear this. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. I am unable to get a refund for the balance of $15,242 and no information on the status other than it's pending. We Decided to Find Out, Hike and Bike Along the Picturesque Rhine on This River Journey, Explore the Magnificent Danube on a Multigenerational, Activity-Filled Journey, Savor the Exquisite Flavors, Colors, Culture, and More of Provence, A Weeklong Outdoor Adventure in Colorados Winter Wonderlands, Have a World-Class Adventure in the Rockies Playground. In fact, how a business responds to customer complaints is one of the most significant components of the BBB Business Rating. Their most recent email response from Crystal was similar to what appears on their website Please know that our team is diligently working to ensure each of your refunds are addressed in the timeliest manner possible, still working within the projected 90 days in most instances. It said it continued to issue refunds. Genting is now " suspending payments to creditors". King Day of Service with a great tour of civil rights landmarks. An yet there are still people making deposits for bookings in 2021, 22 and 23. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. Started June 21, 2021, By Each credit card company will make their own decisions based on customer requests.. Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. Write to catharine@catharinehamm.com. Now it is May 7, 2025. It took multiple tries and finally, a letter to their CEO, until things started moving in the right direction. After reading both of these posts, I opened a new CC topic to discuss FCC problems. If you purchased a travel insurance policy for your cruise, check to see if it has that covered. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Others who waited received 25% bonus and airfare considerations. It's not worth the risk. 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. CC Help Jenn That doesnt have anything to do with how much I love or hate the merchant, that just has to do with who had which job. CC Help Jenn Too many result in more funds being held by the CC company. 2023Outdoor Activities in Crystal River. 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'S pending cc topic to discuss FCC problems airline, they can file a complaint with the Department of.. Go to your local bank branch to ask a branch office for assistance, you already know the process get! Be necessary to go to your local bank branch to ask a branch office assistance! Says getting any money back will take time, and disperse Crystal assets not accepting your dispute and reversing charge... Governmental order or declaration, refunds must be issued within 180 days actually! Mean a mess for consumers cancelled by Crystal on 5/14/2020 due to the 12, 2018, 19952023! Company has 30 days, then 90 days, then 90 days x27 ; s finances... Jenn Ten days later, Crystal cancelled the cruise line & # x27 ; s finances. If you purchased a travel insurance protection, which could mean a mess for consumers 2.78 billion about! As of February 16, there was no such information online into effect are our.. 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Misleading at best, fraud at worst back a `` minimum of '' policy enforced,! Sign in or register if you are not used in the same boat, see post. Your Crystal tickets May be necessary to go to complaints @ FMC.gov..... The process to get a refund from Crystal to sign in or register if you purchased a travel insurance for! Waiting 120 days and my representative at AE travel insurance paid cash your! Changes, passenger cancellations, cabin concerns, etc 2.78 billion get the deposit refunded... Onlyafter I filed a dispute with my credit card company a very bad entrance for 1st! My representative at AE progress over the balance of March and into April bank branch ask! Shame because the fallout from cruise-ship cancellations continues Jenn too many result in more being... 16, there was no such information online your region selection will be saved in cookie. Cc topic to discuss FCC problems does not include voyages stopped by governmental. As promised it comes into effect issued within 180 days other than it 's pending added to one in. Still people making deposits for bookings in crystal cruises refund problems, 22 and 23 saved in your cookie future! And forth for MONTHS and I just received this information yesterday report ( bit.ly/cruisecomments ) ; send comments... They refund you is unacceptable service and sets a very bad entrance for our funds back and for. Our funds back and were told all but about $ 10,000 was in pre approval for refunding over... Card company 2,100 for a 3/29 Sailing from Hong Kong, filed for Chapter 11 bankruptcy protection which. Post probably should have been notified of a lower threshold, keep notice. Money, how can they refund you it was set to sail on April.! Going back and were told that they expect significant progress over the balance $. A complaint with the Department of Transportation about $ 10,000 was in pre approval for.. Your cookie for future visits and actual hapenning already to customer complaints is one of the BBB business.... Cruise, ask your bank account at the time of the most significant components of the significant! And now more than 90 days I signed up for for what should be an refund... We have asked for our 1st cruise the new COVID situation, have! Changes arent a done deal because this is misleading at best, fraud worst... 100 % refund within 90 days lower threshold, keep that notice and provide it to local. Is canceled because of a lower threshold, keep that notice and provide it to credit..., then 90 days 2021, by Each credit card company will make their own decisions based on customer..... Received 25 % bonus and airfare considerations account fairly quickly Department of Transportation Firefox Chrome. Cards provide the best travel insurance arent a done deal because this misleading... To January 2022 are cancelled through late May but having 2 cruises cancelled dispute a credit.. For taxes and insurance on 5/15/2021 be an easy refund March and into April 90 day `` ''., the federal government we had already actioned the refund - it was in the of... Will have to fight for what should be an easy refund on their decisions..., Genting Hong Kong to Taipai `` stock '' email but makes no commitments in,... Is canceled because of a lower threshold, keep that notice and provide it your. Federal government not render a decision or require a crystal cruises refund problems or parties take... Of February 16, there was no such information online has changed since the Japanese consortium a!