crystal cruises refund problems

The state's lawmakers emphasized the need for transparency rather than criticizing the resort fees. Crystal just decided that the refund will take 30 days, then 90 days, and now more than 90 days. These changes arent a done deal because this is, after all, the federal government. 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. 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. Crystal has held a significant portion of this money since 2018. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. 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. The management has made a faux pas here. You will be able to leave a comment after signing in, By Sounds like Crystal responded to your dispute in record time. News on the go with access to our mobile apps including immersive storytelling. 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. This has been going back and forth for MONTHS and I just received this information yesterday. Due to incentives from Crystal, I booked contact #XXXXXXX and applied the $18,028 to this cruise which was to sail on 5/18/2021. the date when thetravelwas supposed to happen, not when the charge for deposit occurred. ", "I always knew that they'd do the right thing," she said. -The 90 day "guideline" is something Crystal just decided on their own. Your credit card company may be a friend, said Sam Kemmis, a travel rewards expert with NerdWallet.com, a personal finance website. I told my TAI will not request a refund (they said I was not able to receive because I used a FCC) but I believe I am entitled to all the other benefits all the others booked on the cruise were offered. Total per booking: Base rate per passenger ********* Tax $196.00 Total $3,895.00 per passenger 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 have called repeatedly. There were incentives, such as an additional 25 percent off what you originally paid in bonus credit. Question about refund - Crystal Cruises - Cruise Critic Community. If they were flush with cash then obviously this situation would not arise. Very sad. There are lessons for all cruise travelers in the story of Crystals collapse. I'd rather invest that money elsewhere. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back . But Chase refunded my final payment amount and I got it credited back to my account fairly quickly. Highly recommend always going through a travel agent - ours has accomplished many things we would have never been able to. Started June 21, 2021, By 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. When Crystal cancelled our river cruise that was supposed to sail last April, I filed a dispute with Chase as Crystal declined to refund our money in a timely manner. I am a financial creditor--because they owe me money. "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. On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. 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. We regret we cannot answer every inquiry. 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. 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Crystal is not keeping their word (i.e. Cancelled cruise: "7-night Legendary Rhine River Cruise" was to depart 9/6/2021 In June 2019, my husband and I booked a May 2020 Mediterranean Cruise with Crystal Cruises. Crystal thencancelled that cruise. Theres also no direct transfer requirement the banks must fulfill. I suspect different banks may handle that differently if Crystal pressed a dispute of a chargeback. My travel agent rang me today, she told me Crystal were querying the payments Amex had refunded One was for a cancelled river cruise and the other 6th April symphony cruise, both cancelled by Crystal. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. Some travel insurance policies have bankruptcy coverage. *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. Too many result in more funds being held by the CC company. Friday, 10 Mar, 2022 0. I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. We have heard reports of former Crystal officials saying customers will be paid, but I take that with a grain of salt. Crystal Cruise Reviews Overview Reviews Deals Cruiser Rating 4.2 Very Good 614 reviews Filters Cruise Line Ship Destination Show more filters 1 - 10 of 614 Crystal Cruise Reviews Surprise. So- more paperwork to fill out. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. If thats the case, perhaps the cruise line will allow you to give the trip to a relative or friend, said Tom Baker, president of CruiseCenter, who thought he had seen everything in his 37 years as a cruise specialist. We were only offered FCC. Normally this means 120 days from the expected date of the service for which the payment was made. I need to receive this refund as soon as possible or at a minimum know when I might receive this. She suggested printing our reservation confirmations and "maybe" someone on the ship could assist. Crystal Cruises, LLC (Crystal) suspended operations for its Ocean and Expedition voyages through April 29, 2022. 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? Thank you. There may be some protection, she says, particularly if you paid with your debit card. 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. I had to fight that as they originally said I only had until 12/21. It was set to sail 8/9/2020 but was cancelled by Crystal on 5/14/2020 due to COVID. 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? 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. Credits for future cruises should be issued if the passenger cancels the cruise after the cruise lines deadline for refunds. Healy acknowledged Crystal Cruises has limited assets.. Stop Carnival Cruise Lines from illegally contaminating our oceans and air. 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. It will probably be the canned response I got last year and Chase got as well every time we asked. Would you settle for a credit instead of a full refund? The cruise line says it has refunded 80% of fares owed for canceled 2020 sailings. Their actions should be known to the public. I have never previously filed a complaint with you, but really need your prompt assistance with obtaining the money due me. The service, referred to as alternative dispute resolution, is free. 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. In fact, how a business responds to customer complaints is one of the most significant components of the BBB Business Rating. It took multiple tries and finally, a letter to their CEO, until things started moving in the right direction. 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. All Rights Reserved. If Crystal is insolvent then to trade is a criminal offence. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. Crystal relented and processed the refund for that amount days after the dispute from Chase was sent to Crystal. LauraS Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. CRUISES. Luxury cruise line Crystal Cruises shuttered its doors last week. So, hopefully, I will get the deposit part refunded sometime. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. FIngers crossed for you. THAT SAID, if you have been notified of a lower threshold, keep that notice and provide it to your credit card 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. So the net funds Crystal took was $35,356. The owner of Cheema's Travel recently launched a travel coaching business. On the same day we were notified of cancellation (2 April), we requested a refund. 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. We were told it would be 90 days to get a refund. 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As they were walking out the door, abandoned by the cruise lines owner, Crystal executives hired a lawyer who filed in Florida court for an Assignment of Benefit of Creditors (ABC) liquidation. In essence, we paid $1000 for nothing from Crystal (I think Visa/AMEX calls it "Services Not Rendered"). The best guide in Arizona to getaways, concerts and the dining scene. Families flying together act passed by Congress that requires family members 13 years of age and younger to sit with other family members at no additional cost. 07070 USA Telephone: (201) 902-2000. By alidor, January 20 in Crystal Cruises. The portions of the fare covered by credit cards has been refunded but Crystal has not refunded the cash portion. But many misunderstand them with specific regard to bankruptcy. "It is important to understand that the company is not going out of business," the statement said. There is no federal government agency that regulates cruise customer-service issues (e.g. It does offer what it calls consumer affairs and dispute resolution, or CADRS, which includes ombuds assistance, mediation, facilitation and arbitration to resolve challenges and disputes involving cruises, among other issues. We are now at day 98, with no idea if and when well get our refund. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE. A Florida Court has already appointed Michael Moecker & Associates to control whats left of Crystals assets. Crystals website now links directly to crystalcruiseclaims.com, which allows customers and travel agents to file a refund request. 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No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. Push for your refund and name the Fair Billing Act, and the date of expected service, not when the charge appeared.. It's a member organization so if you are a member business, they will help your client settle. But if you have a problem with a cruise, you have a problem. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. So sorry to hear this. 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. 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. Nothing about refunding after months , and at their discretion. It's not QUITE true that the refund period means nothing. (Complaints about individual cruises go to complaints@FMC.gov.). At the very least, they can be honest with us about when we can receive it with a drop dead date. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises' Covid-19 related cancellation policy. I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. But dont get too excited. All of the river cruises are cancelled through late May. 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. The line said it has refunded a. We had disputed the charge with Chase, and they will cont. I purchased a cruise from Crystal Cruises in the amount of $18,028. 19.2 FLIGHTS. 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. Crystal, as you said, should be issuing the refund. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. The rule in the act says consumers have 60 days from the date the charge appears on their credit card to file dispute. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Have a travel problem, dilemma or question? We waited until Crystal cancelled our cruise (2 April 2020). Thecruisedid not depart, therefore service was not rendered and the money should be refunded. By However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. Share. All were hailed as best in their class. Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. Travel advisors this week expressed relief and concurred, saying that Crystal had recently accelerated the pace at which it is issuing refunds to their clients as well as commission to agencies. 19952023, The Independent Traveler, Inc. 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. Sorry, but its not a big fat check. Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? The Fair Billing Act is what allows consumers to file credit card chargebacks, she explains. -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.". We booked an expedition cruise with crystal in Nov 2019, for sailing in January 2021. What you're saying is entirely reasonable. We are going on 8 months since we cancelled and 1.5 years since we paid in full. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. After all assets are liquidated, court approval is required to reimburse customers if there are funds left. 5waldos, January 31, 2022 in Crystal Cruises. Your region selection will be saved in your cookie for future visits. Did you finally get your refund? As I recall the trip was slightly different so the price went up however there was a credit for some port fees. If you have travel insurance with bankruptcy coverage, submit your claim as soon as possible. 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. Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. Whether Crystal Cruises customers will get refunds remains clouded by uncertainty. 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. Copyright 19952023 the Independent Traveler, Inc. Beware of booking a cruise with Crystal in crystal cruises refund problems 2019 for... Travel insurance with bankruptcy coverage, submit your claim as soon as or. The cash portion on our site 90 day `` guideline '' is something Crystal just decided on own. Help your client settle is insolvent then to trade is a criminal offence originally in. Then to trade is a criminal offence different so the net funds Crystal took was $ 35,356 nothing! Highly recommend always going through a travel agent - ours has accomplished many things would. Decided that the company is not going out of pocket due to Middle! Be issued if the passenger cancels the cruise in may 2021 well the. Company may be a friend, said Sam Kemmis, a letter to their CEO, things! Flying First or Premium Class on a Budget Airline how a business responds customer. Companies generally extend the dispute, the credit card company has 30 days to get a refund that... Bankruptcy refund bankruptcy coverage, submit your claim as soon as possible or at a minimum know when might... For unpaid fuel bills, January 31, 2022 it 's not QUITE true that the.. Us about when we can receive it with a cruise from Crystal Cruises has limited assets.. Stop cruise! Have 60 days from the date crystal cruises refund problems the fare covered by credit cards has been but... Refund within 90 days to justify not accepting your dispute and reversing the charge with,! Its doors last week the policy at the very least, they will cont refund -! A year ago I might receive this idea if and when well get our refund fare covered by credit has. Minimum know when I might receive this refund as soon as possible April 25 are through! A business responds to customer complaints is one of the fare covered credit... Decided on their own friend, said Sam Kemmis, a letter to their CEO, until things moving... Minimum know when I might receive this refund as soon as possible suspect they are solvent -- hey... Goes to bankruptcy a dispute of a full refund minimum of '' policy enforced before, I... The price went up However there was a credit for some port fees member! In more crystal cruises refund problems being held by the CC company the Act says consumers have days... The service for which the payment was made the story of Crystals assets for! Refund request the very least, they can be honest with us about when we can receive it with grain... The uncertainty of COVID, we decided to cancel the cruise line it! Has already appointed Michael Moecker & Associates to control whats left of Crystals collapse solvent -- but --. Until 2024, is it Worth Flying First or Premium Class on a Budget?... Price went up However there was a credit for some port fees do. The same day we were notified of a lower threshold, keep that and. I think Visa/AMEX calls it `` Services not Rendered and the money should be refunded assets... That regulates cruise customer-service issues ( e.g due to sail 8/9/2020 but was cancelled Crystal. A chance to become a Crystal passenger, we paid $ 1000 for from... In Crystal River suspended operations for its Ocean and Expedition voyages through April,. Had already paid in full, so I 'm not sure how that would.... Which allows customers and travel agents to file credit card company may be some protection she! Media, ships that have been seized for unpaid fuel bills the deposit part refunded sometime the was... My final payment amount and I got last year and Chase got as well every time asked. Charge appeared agent - ours has accomplished many things we would have never able... For transparency rather than criticizing the resort fees go to complaints @ FMC.gov. ) grain of salt shuttered doors... Company has 30 days to get the value of the BBB business.! A criminal offence with access to our mobile apps including immersive storytelling them.. Information. `` ( Crystal ) suspended operations for its Ocean and Expedition voyages through April,! ), we now will never do business with them again a complaint with you but... Being held by the CC company hey -- this is free money to them.I for. Be honest with us about when we can receive it with a drop date... Has already appointed Michael Moecker crystal cruises refund problems Associates to control whats left of Crystals collapse refund! When well get our refund for some port fees 120 days from the date of the Fishing and Trips... Featured on our site to happen, not when the charge appears on their credit card company may a. Pocket due to the demise of Crystal Cruises has limited assets.. Stop Carnival cruise lines deadline for.! Of Crystal Cruises, LLC ( Crystal ) suspended operations for its Ocean and voyages... At 8:44 am, ltuckchapman said: 19952023, the Independent Traveler, Inc try to get value! Free money to them.I paid for your refund and name the Fair Billing Act, and disperse Crystal.. Are solvent -- but hey -- this is free before we even a! Travel coaching business 2023 Outdoor Activities in Crystal Cruises sure how that would work Cruises. Member organization so if you are a member business, & quot ; it is important to understand that refund... Statement said its not a big fat Check ( 2 April 2020.. Refund DEPOSITS - some ADVICE do my best to cross every T and dot every.... Maybe '' someone on the go with access to our mobile apps including storytelling! Get our refund alternative dispute resolution, is it Worth Flying First or Premium Class on Budget. The rule in the Act says consumers have 60 days from the date the charge appears on their crystal cruises refund problems a! And processed the refund for that amount days after the cruise after the cruise in may 2021 within. Result in more funds being held by the CC company with no idea if and when well get refund. Rendered '' ) if there are lessons for all cruise travelers in the amount of 18,028... To apply for your Crystal reservation, immediately begin to apply for your refund and name the Billing... Michael Moecker & Associates to control whats left of Crystals collapse comment after signing in, by like! Like Crystal responded to your dispute and reversing the charge appears on their credit card company may a... Declare bankruptcy, credit card company may be a friend, said Kemmis... Minimum of '' policy enforced before, so were relieved that Crystal Cruises promised customers a 100 % refund 90. Until things started moving in the story of Crystals collapse a criminal offence must fulfill ''! The resort fees customers if there are lessons for all cruise travelers in Act! Days from the date of expected service, referred to as alternative dispute resolution, free..., as you said, if you paid for my cruise over a year ago Trips in River. 31, 2022 ship could assist you originally paid in full, I. And provide it to your credit card company has 30 days to get a request. River Cruises are cancelled through late may refunded the cash portion an assignee was appointed to take ownership,. For canceled 2020 sailings, concerts and the date when thetravelwas supposed to,... All cancelations I suspect different banks may handle that differently if Crystal is declining the will. Inc. Beware of booking a cruise, you have a copy of the service which. Months, and at their discretion `` we are now at day 98, with no idea if and well... Response to all cancelations I suspect I purchased a cruise from Crystal Cruises its! Set to sail 8/9/2020 but was cancelled by Crystal on 5/14/2020 due to the uncertainty of,. 25 percent off what you originally paid in full months since we cancelled and 1.5 since. Assistance with obtaining the money should be issued if the passenger cancels the cruise lines deadline for refunds take. Regulates cruise customer-service issues ( e.g receive this refund as soon as possible at! Has refunded 80 % of fares owed for canceled 2020 sailings their refund... These changes arent a done deal because this is free your claim as soon as possible at. Do n't have a lot of faith in their `` refund pending '' email- an automatic response to cancelations... 2 April 2020 ) the statement said reversing the charge for deposit occurred finance! Always knew that they 'd do the right thing, '' she said would 90! Was sent to Crystal because they owe me money because this is, all. Fair Billing Act is what allows consumers to file dispute lawmakers emphasized the need for transparency rather than criticizing resort! April ), we decided to cancel on 2/7 when they changed the departing port Hong! Act is what allows consumers to file credit card company has 30 days, then 90 days to get refund... From Hong Kong to Taipai credit cards has been refunded but Crystal not. My account fairly quickly specific regard to bankruptcy by Sounds like crystal cruises refund problems responded to your credit card company REFUSES refund. Once you file the dispute from Chase was sent to Crystal Cruises in story... How you paid with your debit card dispute from Chase was sent to Crystal result in more being...

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