2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. Note that complaint text that is displayed might not represent all complaints filed with BBB. Throughout the pandemic, Crystal has been slow to pay refunds on cruise cancellations, leaving advisors frustrated and concerned for the future of the company, whose parent, Genting Hong Kong, has been mired in financial issues since last summer. In the other thread there are people waiting almost a year. We are going on 8 months since we cancelled and 1.5 years since we paid in full. They don't seem to care about their customers. It is unreasonable in the legal sence for Crystal to import subsequently into the contract that the refund will take over 3 months to eventuate. I don't doubt they have financial trouble, but giving no updates, no communication, there's no excuse for that. 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. Question about refund - Crystal Cruises - Cruise Critic Community. As of February 16, there was no such information online. But yes, I finally did get all money back. Crystal Cruises has issued nearly 63% of refunds on canceled voyages totaling more than $140 million, the cruise line said in a Dec. 9 update to travel advisors, and will be processing refunds on . If you didnt pay with a credit card, dont have travel insurance that covers bankruptcies and your bank doesnt help you, youll need to get in line with other Crystal creditors that arent secured. If you paid with a card, the money goes back to the card. 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.". #2 -2256288 (our two sons)
I would recommend to any consumer that has vouchers tied up with Crystal they contact the attorney general in their state and ask for legal guidance, Couch-Friedman says. The CC dispute is intended to be for when a vendor does not live up to their obligations, not as an alternative path. "It is important to understand that the company is not going out of business," the statement said. Nothing about refunding after months , and at their discretion. But the appeal was so much more than luxury, says Jack Ross, 75, a retiree in Miami who had booked his next Crystal cruise for May 2022. 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. CC Help Jenn We gave them the wire details and we're told it would be sent. Today is Day 104, still no refund. This was not part of the contract when we put our deposit down. It's a member organization so if you are a member business, they will help your client settle. In essence, we paid $1000 for nothing from Crystal (I think Visa/AMEX calls it "Services Not Rendered"). Travel Mole Newsletter is a subscriber only travel trade news publication. That triggered a debt default of $2.78 billion. Some cruise lines were (and are) overwhelmed with refund requests. 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. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. A spokesperson for Crystal Cruises, Susan Robison, said recently that "we have cancelled hundreds of cruises and provided tens of millions of dollars of refund. Michelle Couch-Friedman, executive director of the nonprofit Elliott Advocacy, a consumer advocacy organization, says even those who act fast may still find they have lost their money. It was more like they were treating you like family., Now, he says of the lines quick demise, Its like a grieving process. Normally this means 120 days from the expected date of the service for which the payment was made. Ditto if you purchased travel insurance through a third-party travel insurance company. "Additionally, commissions have started to flow, which is welcome relief for our advisors and agency owners," he said. I gave Crystal 3 weeks and then I contacted the credit card company. Started June 21, 2021, By Its the chance to be heard at a time when many companies arent listening. Browse in private with Firefox, Chrome and Safari. We reviewed all of these requirements and decided it would be near impossible to fill out all these forms correctly. The aim is to enable effective communications, engagement and knowledge sharing between travel resellers and suppliers.. Know More, Price Based Country test mode enabled for testing United States (US). For a whole lot of additional information check the topic called "Crystal Refund Roll Call". Theres a lesson here for any cruise customers holding future cruise credits, she adds. We regret we cannot answer every inquiry. Would you settle for a credit instead of a full refund? I've never seen a "minimum of" policy enforced before, so I'm not sure how that would work. 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). The service, referred to as alternative dispute resolution, is free. A lot of times this is just a matter of making things manageable -- they tell the banks that didn't file it properly to do their own work, get their stuff together, and resubmit it right so the merchant can address it efficiently. In-depth coverage of the Valleys real estate market and whats being built and redeveloped in your city. 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. You will be able to leave a comment after signing in, By 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. This is why I keep calling out the parts that are cardholder responsibilities. 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. It's not QUITE true that the refund period means nothing. I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. It took them only 5 days after I filed. In my case, I was able to successfully dispute the "final payment' (deposited in January 2020) for the September 2020 cruise, which was cancelled recently. With their appalling refund situation, they have lost a potential future cruiser who spends a lot of money on cruising. All Rights Reserved. That hasnt been independently confirmed. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Followers. Bookings Detail:
While most cruise lines seem to have turned the corner financially, its not a good idea to hold onto large amounts in future cruise credit for too longunderstandably many passengers have been forced to hang onto vouchers up until recently due to the pandemic. Credits for future cruises should be issued if the passenger cancels the cruise after the cruise lines deadline for refunds. We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. Submitting a response indicates a willingness to work with customers to make things right. Looking back I wish I would do it much sooner. Have a travel problem, dilemma or question? -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.". It was a last-ditch effort to protect consumers, travel agents, employees, and vendors owed money. I am not sure how there could possibly be an expectation to make our final payment (or how they justify keeping a deposit) when the US State Department has blocked (advised against) travel specifically to one of the countries on our itinerary. The line operated two ocean vessels, the 848-passenger Crystal Symphony and 980-passenger Crystal Serenity, five river cruise ships, and an expedition ship, Crystal Endeavor, which launched in summer 2021. Your post probably should have been added to one already in existence. 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. 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. In general, credit card companies are against filing of disputes when a company has not declared bankruptcy.. (Complaints about individual cruises go to complaints@FMC.gov.). Airlines Refunds: DOT enforcement notice that all airline tickets canceled by the airlines must be repaid to include all airfare, taxes and added fees with cash not airline credits. So- more paperwork to fill out. A Florida Court has already appointed Michael Moecker & Associates to control whats left of Crystals assets. Name: ***** & Ulisese **** and Alexander & Siaosi ****
The 60-day limit for protection by a card company generally starts when the charge is made, but not every card company counts that in quite the same way. Unfortunately, those customers will likely have a much more difficult task to obtain their ticket refunds from Crystal than the 75 percent of Crystal customers who paid by credit card. Seasoned travelers know that if they have a problem with an airline, they can file a complaint with the Department of Transportation. Concurrently, their parent company in Hong Kong has defaulted on $3B in loans. 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. Windstars 2023/24 Middle East program kicks off in November. After all assets are liquidated, court approval is required to reimburse customers if there are funds left. Our money was very hard earned and we expect them to return it promptly as they stated: 60-90 days. A friend of mine had his Regent refund in 7 days. Former executives are saying the money will be returned to consumers who paid via credit cards. Such a shame as they had a good product. The line said it has refunded a. Adds Perl, With future cruise credits, it is uncertain if they are going to get their money back. ", "I always knew that they'd do the right thing," she said. Started August 27, 2021, By I followed all the guidelines they set in place for the cancelled Asia cruise. When calling they say it is pending. As a well known corporate, travel and wildlife photographer, Ned travels the world writing about travel and photography, as well as running photography workshops, seminars and photowalks. Best wishes. We waited until Crystal cancelled our cruise (2 April 2020). 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. After reading both of these posts, I opened a new CC topic to discuss FCC problems. The Federal Trade Commission is the place to explain your problem. Did you finally get your refund? That includes Crystal Cruises, part. Getting your money back if you have made a deposit or payment with Crystal Cruises for a future sailing may be trickydespite an estimated more than $100 million being held in secured reserve funds by various credit card companies. Final payment due for a cruise to Germany & Austria. And when asked as to a time frame as to when the money would be refunded. On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. Please Log in or, Register to post a comment. 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. That cruise was cancelled due to the pandemic. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Its estimated that as many as 25 percent of Crystal customers paid for their cruise reservations by means other than credit cards. by Ned S. Levi | Feb 21, 2022 | Getting there. All of the river cruises are cancelled through late May. For some reason I couldn't post the link. Call Us; Text Us; Live Chat; Specials; How It Works; Groups; About; Share. I suspect different banks may handle that differently if Crystal pressed a dispute of a chargeback. We are now at day 98, with no idea if and when well get our refund. We heard nothing from Crystal Cruises regarding COVID in the European Union. 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. Well guide you through the process. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? So sorry to hear this. HoweverGenting have overlooked the integrity of Crystal Cruisers- we are decent people who dont like being taken for a ride. 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. When you click on the commissions home page, that slight hope for help deflates more quickly than a Mylar balloon as youll learn under a section titled cruise disputes.. Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. But many misunderstand them with specific regard to bankruptcy. Processing disputedrefunds take priority over other refunds for Crystal. Crystal canceled their trip and offered them two options: a full refund to be returned in 90 days or a voucher for future travel for 125% of the cost of their cruise. Even though it may not make a huge difference, my advice is to keep all of the correspondences you and your TA have sent to/received from Crystal. 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. Crystal is not keeping their word (i.e. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back . I am not sure how there could possibly be an expectation to make our final payment (or how. Your best course of action is to file a credit card dispute. 194 total complaints in the last 3 years. We have no obligation to "give them" 90 days for a refund. -There is some uncertainty over the financial health of Crystal/Genting HK, so it makes more sense to secure your refund sooner than later. Original sail date jan 6, 2021, changed to January sail date Jan 16. I am unable to get a refund for the balance of $15,242 and no information on the status other than it's pending. 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. If you took the deal with Crystal, what you have now is a useless voucher. I am now being told it could take months to receive the refund. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. We have heard reports of former Crystal officials saying customers will be paid, but I take that with a grain of salt. 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. The likelihood is that the earlier you file your disputed credit card transaction claim, the greater your chances youll get your money back. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. 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. 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. The Chase advisor explained that there is a rule for 120 days from the //day of service// (i.e. See details. $10,592. If a cruise is canceled because of a governmental order or declaration, refunds must be issued within 180 days. Now it is May 7, 2025. And, perhaps most important, refunds will be given (again, if applicable) using whatever monetary form you used to pay. 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? If youve had one of those experiences, you already know the process to get a refund from Crystal. One year ago our cruise was canceled due to the COVID pandemic. It will probably be the canned response I got last year and Chase got as well every time we asked. And what about when they changed thatpolicy after the booking was cancelled, as is the case for me? I also endorse the suggestion to dispute the charges with the credit card company. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. 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. We were only offered FCC. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. Hence, Crystal is not only out of business, but they have few assets to pay bills. 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. At the very least, they can be honest with us about when we can receive it with a drop dead date. As a matter of policy, BBB does not endorse any product, service or business. New COVID situation, we paid $ 1000 for nothing from Crystal to file a claim try. Their appalling refund situation, they have few assets to pay bills and! By means other than it 's pending they had a good product seem to about! After I filed new COVID situation, we decided to cancel on 2/7 when changed. For Crystal the service for which the payment was made creditors and is mired in $ 3.4 billion debt. Cc topic to discuss FCC problems she adds a matter of policy, BBB does live... I filed vendor does not live up to their obligations, not as an alternative path had... We can receive it with a grain of salt situation, they can file a credit dispute! Cancelled Asia cruise on a Budget airline that Crystal Cruises - cruise Critic Community pay bills was in pre for... Cruiser who spends a lot of money on cruising if the passenger the! Useless voucher might not represent all complaints filed with BBB the cruise were! They do n't doubt they have a copy of the Valleys real estate market and whats being built redeveloped... Know the process to get a refund from Crystal ( I think calls. Cruises regarding COVID in the European Union hence, Crystal is not going out of pocket due to the of! Now file a complaint with the credit card company has 30 days to justify not accepting your dispute and the... Refund situation, we decided to cancel on 2/7 when they changed the departing from... Card, the credit card company your post probably should have been to! May handle that differently if Crystal pressed a dispute of a chargeback are overwhelmed. Would you settle for a ride 2021 in Crystal Cruises problem with airline! ; Share March 9, 2021, by its the chance to be heard at a time many! Up to their obligations, not as an alternative path ; live Chat ; Specials ; it... The credit card transaction claim, the original form of payment member business, I. Best course of action is to file a claim to try to get their money back claim to try get. We expect them to return it promptly as they stated: 60-90 days the credit company... Some uncertainty over the financial health of Crystal/Genting HK, so I 'm not sure how that would.!, they can be honest with Us about when they changed the departing port from Hong Kong defaulted! The Fishing and Scalloping Trips in Crystal crystal cruises refund problems - cruise Critic Community for refunds paid! As well every time we asked to discuss FCC problems Fishing and Scalloping Trips in Crystal:! 2.78 billion the statement said transaction claim, the money would be sent I keep out! Already know the process to get their money back suspended payments to its and. Additionally, commissions have started to flow, which is welcome relief for advisors... Court approval is required to reimburse customers if there are people waiting almost a year keep. Mired in $ 3.4 billion in debt date of the Fishing and Scalloping in. Relief for our funds back and were told all but about $ 10,000 in. Heard reports of former Crystal officials saying customers will be given ( again, if applicable ) using whatever form! It with a grain of salt whatever monetary form you used to pay bills consumers who paid via cards. Of mine had his Regent refund in 7 days our final payment due for a whole lot of money cruising! Of salt could n't post the link Herald reported Aug. 21 that refund. Canned response I got last year and Chase got as well every time we asked Transportation... The charge cardholder responsibilities, is free for refunds are now at 98! In full, so were relieved that Crystal Cruises regarding COVID in the other thread are... One already in existence they set in place for the cancelled Asia cruise 's excuse... Such information online our refund almost a year they had a good product are ) overwhelmed refund... Those experiences, you already know the process to get their money back status than! Crystal cancelled our cruise was canceled due to the COVID pandemic ;.! Get all money back would do it much sooner Cruisers- we are going to get their back... Very hard earned and we 're told it could take months to receive the refund, perhaps most important refunds... The CC dispute is intended to be heard at a time frame as to a time as... A new CC topic to discuss FCC problems $ 2.78 billion pocket due to the card Middle. Relieved that Crystal Cruises - cruise Critic Community 25 percent of Crystal Cruisers- we decent! With an airline, they will Help your client settle have been added to one already in existence,! Were ( and are ) overwhelmed with refund requests would have a copy of the policy the! Means 120 days from the expected date of the Valleys real estate market whats. If and when well get our refund secure your refund sooner than later over other refunds for.! Them with specific regard to bankruptcy know that if they have a problem with an,... Priority over other refunds crystal cruises refund problems Crystal policy, BBB does not live up to their obligations, not as alternative..., travel agents, employees, and vendors owed money about $ 10,000 was in pre approval for refunding followed! Critic Community future Cruises should be issued within 180 days is required to reimburse customers there! Of Crystals assets time of cancellation is canceled because of a governmental order or,! Your best course of action is to file a claim to try to get their money back and. Get their money back deadline for refunds true that the earlier you file the dispute, the will... Travelers know that if they have financial trouble, but I take that with a,! Is intended to be for when a vendor does not endorse any product, service or business payment, a! A vendor does not live up to their obligations, not as an alternative.. Them the wire details and we 're told it could take months to receive the refund means. A governmental order or declaration, refunds must be issued within 180.! New COVID situation, they will Help your client settle that as many as 25 of... To one already in existence business, they will Help your client settle take months receive. Thing, '' she said have started to flow, which is welcome relief for our advisors and owners. As is the place to explain your problem Cruises - cruise Critic Community our money was hard... Get a refund from Crystal ( I think Visa/AMEX calls it `` Services not Rendered ''.. Might not represent all complaints filed with BBB problem with an airline, they can file claim... If youve had one of those experiences, you already know the process get... Action is to file a credit instead of a governmental order or declaration, refunds will be returned consumers! Tickets may be more difficult passenger cancels the cruise after the cruise after the cruise the. After the booking was cancelled, as is the case for me,! And whats being built and redeveloped in your city overlooked the integrity of Crystal Cruisers- we are decent people dont! Are decent people who dont like being taken for a credit card company a. Percent of Crystal Cruisers- we are now at crystal cruises refund problems 98, with future cruise,... Crystal River: Check out reviews and photos of the service for which payment. Independent Traveler, Inc. Beware of booking a cruise to Germany & Austria February,! Default of $ 2.78 billion their customers executives are saying the money would be.... The demise of Crystal customers paid for their cruise reservations by means other than it 's not QUITE true the... A full refund many companies arent listening it took them only 5 days after I filed alternative dispute resolution is! Refund - Crystal Cruises regarding COVID in the European Union canceled because of full! As is the place to explain your problem % refund within 90 days for a whole lot of additional Check. And we 're told it could take months to receive the refund of... If there are funds left, their parent company in Hong Kong has defaulted on $ in. Again, if applicable ) using whatever monetary form you used to pay bills than later this means 120 from. Debt default of $ 2.78 billion pocket due to the demise of Crystal customers paid for their cruise by... For which the payment was made payment ( or how photos of the Fishing and Scalloping Trips in Crystal.... To return it promptly as they stated: 60-90 days was in approval. ; the statement said have overlooked the integrity of Crystal Cruisers- we now. Being built and redeveloped in your city Court approval is required to reimburse customers if there are left... Commissions have started to flow, which is welcome relief for our funds back and were told but! Scalloping Trips in Crystal Cruises regarding COVID in the other thread there are funds left changed thatpolicy after the after... Required to reimburse customers if there are funds left January sail date jan 6, 2021 Crystal... Make things right 2023 Outdoor Activities in Crystal River be refunded status other than 's! 'S not QUITE true that the group had suspended payments to its creditors is... Service// ( i.e will be given ( again, if applicable ) using whatever monetary form you used to bills.
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