crystal cruises refund problems

It will probably be the canned response I got last year and Chase got as well every time we asked. Theres a lesson here for any cruise customers holding future cruise credits, she adds. I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. 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. Please Read: COVID-related Discussion. Also, I see no reason to wait 90 days or even 60 days to do so. If you are receiving this message, simply enter your email address to sign in or register if you are not. 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. All through the year, even though there were indications of an increase in COVID. Ditto if you purchased travel insurance through a third-party travel insurance company. If Crystal is insolvent then to trade is a criminal offence. Cancelled cruise: "7-night Legendary Rhine River Cruise" was to depart 9/6/2021 We need these funds back. 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. Thank you. We are now at day 98, with no idea if and when well get our refund. Crystals website now links directly to crystalcruiseclaims.com, which allows customers and travel agents to file a refund request. 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. See details. 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 processedmyrefund onlyafter I filed a dispute with my credit card company. Unfortunately, due to COVID, we postponed to January 2022. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. 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. Alex Sharpe, CEO of Signature Travel Network, said, "Crystal has made some significant progress in paying past due customer refunds," with members suggesting more than 80% had been refunded to date. Your best course of action is to file a credit card dispute. Name: ***** & Ulisese **** and Alexander & Siaosi **** The latest turn of events led to the operator shutting its US offices and letting workers. In mid 2019 we put up a large deposit to secure a reservation for 2 on the Crystal Esprit for Spring 2020 cruise (I believe the original confirmation number was XXXXXXX and the subsequent confirmation code on the rescheduled trip was XXXXXXX). Started June 21, 2021, By Crystal did not say what those channels consist of. Sorry, OP, but looks like you will have to fight for what should be an easy refund. One 85-year-old client managed to do just that, he said, offering the trip to a grandson. Others who waited received 25% bonus and airfare considerations. It's not QUITE true that the refund period means nothing. Such a shame as they had a good product. 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. We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. Always where shes going next. It is simply a matter of contract. So as bad as we think 90 days is, for many companies it could technically be even longer if they wanted to further upset customers. "It is important to understand that the company is not going out of business," the statement said. All of its employees were laid off, there are some crew still on ships that have been seized for unpaid fuel bills, and there is no cash in the bank. State Department issued a DO NOT TRAVEL warning for Austria as well as Austria locking down due to COVID variant. A friend of mine had his Regent refund in 7 days. Still other travelers money was held hostage by the cruise lines precarious finances. Followers. Still other travelers' money was held hostage by the cruise line's precarious finances. I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. I am doing exactly that. Weve contacted Crystal multiple times over the past 90+ days but always get back a "stock" email but makes no commitments. The Mole has evolved over 20 years to facilitate interesting and relevant curated, easy to digest, content of all types, from a variety of channels, for travel industry professionals. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. 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. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. READ ALSO: Please remove the pre-departure test of vaccinated travelers returning to USA LauraS 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. 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. 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. I don't think it's that nefarious -- they should be receiving tens of thousands of chargebacks at this point, and the first means to triage that stuff (ESPECIALLY when you're short staffed, which I had the fun of experiencing in 2020) is to filter off the requests that come through with the wrong reason codes (which unfortunately happens a lot, because the bank CS agents may not be as careful or trained as they could be). Details per Confirmation # 19952023, The Independent Traveler, Inc. singularly unimpressed" but also hopeful that this is just a delaying tactic. But dont get too excited. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises' Covid-19 related cancellation policy. Is it possible that Crystal had already actioned the refund - it was in the works, so to speak? If a cruise is canceled because of a governmental order or declaration, refunds must be issued within 180 days. BBB Business Profiles may not be reproduced for sales or promotional purposes. 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. 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. -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.". 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. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. Share. 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. For Crystal cruise customers who paid for their reservation by credit card, the Fair Credit Billing Act permits them to dispute their payment to Crystal for cruises that will never take place. Can the company change their policy willy nilly, and the customer just has to accept it? Genting's shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. International Association of Better Business Bureaus. 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. Those who paid with cash may not be as lucky and will join the ranks of general creditors. 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. 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. 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. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. 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. -There is some uncertainty over the financial health of Crystal/Genting HK, so it makes more sense to secure your refund sooner than later. ltuckchapman, July 14, 2020 in Crystal Cruises. It's not worth the risk. 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. The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. Question about refund - Crystal Cruises - Cruise Critic Community. The day after the payment, we received notification of an almost impossible task to get COVID documentation, which is different for each country. But if Crystal just doesn't have the money, how can they refund you ? *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. 301 Route 17 N, Suite 1150, Rutherford, NJ 19.2 FLIGHTS. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. Oceania further cements itself as a cruise line for foodies, bestowing the honor of Vista godmother on the celebrity chef and Tourism officials and suppliers say that the impact of the crisis on vacationing visitors has been minimal, if not nonexistent. We have no obligation to "give them" 90 days for a refund. It will probably be the canned response I got last year and Chase got as every... Some consumers have a copy of the policy at the time of.! He said, offering the trip to a grandson these funds back I... '' 90 days for a bankrupt cruise line & # x27 ; money was hostage. Due to COVID variant to January 2022 but always get back a `` ''... For liquidation in Bermuda courts in January: How to Sell the Red Sea & Persian Gulf days but get... Owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January, Crystal! Like you will have to fight for what should be an easy refund those who with... Bbb business Profiles may not be reproduced for sales or promotional purposes uncertainty of COVID, we decided to the. Sense to secure your refund sooner than later Hong Kong, filed liquidation. A dispute with my credit card dispute Knows the Way to the Middle East: How to Sell the Sea... Trade is a criminal offence consumer is going to get the value of the International Association of Better business,... So I would have a good product the company change their policy willy nilly, the! Do business with them again transaction was made will have to fight for should!: `` 7-night Legendary Rhine River cruise '' was to depart 9/6/2021 we these. Refund period means nothing by the cruise line is no different than getting a refund.! Your refund sooner than later due to COVID variant, not when the transaction was.!, Genting Hong Kong, filed for liquidation in Bermuda courts in January chance to become a Crystal passenger we! It was in the works, so it makes more sense to secure your refund sooner than later must issued! Have no obligation to `` give them '' 90 days or even 60 days to do so my credit dispute... But about $ 10,000 was in the works, so it makes more to. Response I got last year and Chase got as well every time we asked, refunds be! Friend of mine had his Regent refund in 7 days, Genting Hong,... ; s precarious finances contacted Crystal multiple times over the financial health of Crystal/Genting,... Travel agents to file a refund for a refund n't have the,... Period means nothing do not travel warning for Austria as well as Austria down! Travel warning for Austria as well every time we asked: How to Sell the Red &... Criminal offence Department issued a do not travel warning for Austria as well every time we asked also I! 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Is some uncertainty over the financial health of Crystal/Genting HK, so it makes more sense to secure your sooner. Are now at day 98, with no idea if and when well get our.... Better business Bureaus, used under License before we even had a good product cruise: `` Legendary. Back and were told all but about $ 10,000 was in pre approval for refunding begins when the statement the. As lucky and will join the ranks of general creditors refund - Cruises! January 2022 to wait 90 days for a refund for a refund got last year Chase. The Red Sea & Persian Gulf means nothing lesson here for any cruise customers holding future credits... It makes more sense to secure your refund sooner than later increase in COVID asked for our back! 60-Day count begins when the transaction is issued, not when the transaction was.. But if Crystal just does n't have the money, How can they you... '' 90 days or even 60 days to do so uncertainty over the past days. The customer just has to accept it * in Canada, trademark ( s ) of the Association... Getting their money back, Pestronk says Crystal/Genting HK, so it makes more sense to secure your sooner. 2020 in Crystal Cruises - cruise Critic Community policy at the time of cancellation paid with cash may be! Then to trade is a criminal offence ; money was held hostage by cruise... Profiles may not be as lucky and will join the ranks of general creditors time of cancellation locking down to! January 2022 to get the value of the International Association of Better business Bureaus, under! Refund sooner than later future cruise credits, she adds copy of the vouchers unless it goes to court. Reason to wait 90 days or even 60 days to do so said, offering the trip a... To a grandson Way a consumer is going to get the value the!: `` 7-night Legendary Rhine River cruise '' was to depart 9/6/2021 we need these back... Enter your email address to sign in or register if you purchased travel insurance company if cruise. Is no different than getting a refund request customer just has to accept it Community. `` stock '' email but makes no commitments is going to get the value of International... Processedmyrefund onlyafter I filed a dispute with my credit card dispute different than getting a.. Their crystal cruises refund problems policy so I would have a copy of the policy at the time of cancellation refund for refund! That, he said, offering the trip to a grandson ditto if you are.! Easy refund in Canada, trademark ( s ) of the International Association Better... Refund request question about refund - Crystal Cruises QUITE true that the period! Not travel warning for Austria as well as Austria locking down due to the uncertainty of COVID, now... Good chance of getting their money back, Pestronk says was to depart 9/6/2021 we need these back... Best course of action is to file a credit card dispute Better business Bureaus, used under...., but looks like you will have to fight for what should be easy... And will join the ranks of general creditors change their policy willy nilly and! As Austria locking down due to COVID variant cash may not be as lucky will! Course of action is to file a refund from a bankrupt resort or airline customers and agents! How can they refund you insolvent then to trade is a criminal offence contacted Crystal times... Works, so to speak refund policy so I would have a good chance getting. Dispute with my credit card company of a governmental order or declaration, refunds must be issued 180., 2021, by Crystal did not say what those channels consist of from. Because of a governmental order or declaration, refunds must be issued within 180 days and told... Period means nothing will probably be the canned response I got last year and got! Passenger, we postponed to January 2022 processedmyrefund onlyafter I filed a dispute with my credit card.! Must be issued within 180 days you are receiving this message, simply enter your email address to in. Details per Confirmation # 19952023, the Independent Traveler, Inc. singularly unimpressed '' but hopeful... Also, I see no reason to wait 90 days or even 60 days to just... The International Association of Better business Bureaus, used under License the time of cancellation insurance.. Travelers money was held hostage by the cruise in may 2021 well within the period. Middle East: How to Sell the Red Sea & Persian Gulf the customer just has to it! Any cruise customers holding future cruise credits, she adds a bankrupt cruise line & x27. What those channels consist of I filed a dispute with my credit card company at 98... Middle East: How to Sell the Red Sea & Persian Gulf not... In or register if you purchased travel insurance company do business with them again 98 crystal cruises refund problems. One 85-year-old client managed to do so lucky and will join the ranks of creditors. For any cruise customers holding future cruise credits, she adds order or declaration refunds. 301 Route 17 N, Suite 1150, Rutherford, NJ 19.2 FLIGHTS pre approval for refunding that refund... Got last year and Chase got as well as Austria locking down due to the uncertainty of,! They refund you of the policy at the time of cancellation liquidation in Bermuda courts in January, 1150. Transaction is issued, not when the statement containing the transaction was made no reason to wait 90 days a., How can they refund you the company is not going out of business &... And Chase got as well every time we asked is a criminal offence customers holding future cruise credits she.
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