It is sad for our entire industry as all boats rise with the tide, says Judy Perl, founder of New Yorkbased Judy Perl Travel, a bespoke cruise and land travel consultancy, and a member of the AFAR Travel Advisory Council. 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 CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE - Crystal Cruises - Cruise Critic Community. 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. (Complaints about individual cruises go to complaints@FMC.gov.). Here are 64 ways to enjoy L.A.s beloved getaway. Copyright 2023 Northstar Travel Media, LLC. 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? 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. Genting is now " suspending payments to creditors". 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. Youll need to file a proof of claim and keep your fingers crossed. )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. I also endorse the suggestion to dispute the charges with the credit card company. They cancelled the cruise. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. Unfortunately, in the case of Crystal, they seem to have very limited assets to liquidate to pay their bills. Whether Crystal Cruises customers will get refunds remains clouded by uncertainty. 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 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. 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. In essence, we paid $1000 for nothing from Crystal (I think Visa/AMEX calls it "Services Not Rendered"). We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. Thank you. 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. You should also contact your state attorney generals office, Couch-Friedman advises. 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. Others who waited received 25% bonus and airfare considerations. i waited for100+days before filing my dispute. It may be lost money. If Crystal is insolvent then to trade is a criminal offence. On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. Ten days later, Crystal cancelled the cruise. We are now at day 98, with no idea if and when well get our refund. Started August 27, 2021, By 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. They have no authority over cruiselines. We are aware the cruise lines are struggling, however, this was our dream trip that we saved for years to be able to go. Details per Confirmation # Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. 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? Total per booking: Base rate per passenger ********* Tax $196.00 Total $3,895.00 per passenger 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. HoweverGenting have overlooked the integrity of Crystal Cruisers- we are decent people who dont like being taken for a ride. 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. When I purchase travel insurance, I only purchase a policy with bankruptcy protection. So- more paperwork to fill out. 19.2 FLIGHTS. None of us agreed to 90+ day wait for our refunds when we made our deposits. In the other thread there are people waiting almost a year. Please remove the pre-departure test of vaccinated travelers returning to USA The Acts provision that is important for Crystal Cruise customers gives you the right to dispute a credit charge. Former executives are saying the money will be returned to consumers who paid via credit cards. Award-winning investigations and consumer reporting that helps Arizonans recover hundreds of thousands of dollars each year. 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. By As a matter of policy, BBB does not endorse any product, service or business. Crystal last week said it would launch operations from the Bahamas in July. Still other travelers money was held hostage by the cruise lines precarious finances. We remain optimistic. And what about when they changed thatpolicy after the booking was cancelled, as is the case for me? The point is: with deposits for travel, you can almost NEVER apply the dispute rule of 60 or 120 days after the charge, since travel is booked sometimes years ahead of time, especially for longer cruises. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. The CC dispute is intended to be for when a vendor does not live up to their obligations, not as an alternative path. I couldn't dispute the whole amount because the rather large deposit had been made too long previously. No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. There is a number of threads already on this topic. That includes Crystal Cruises, part of the Genting Group. There may be some protection, she says, particularly if you paid with your debit card. There are occasional exceptions to this timeline that may exceed 90 days but rest assured that our attentions are firmly set on resolving each claim within the 90-day timeframe. Surely we are not the only exception. Frankly, if a credit card company was scamming me like that, Id be just as mad at the credit card company as the cruise line if not more so! "Additionally, commissions have started to flow, which is welcome relief for our advisors and agency owners," he said. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. That was one week ago. Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. Its a more difficult situation, says Couch-Friedman. Your region selection will be saved in your cookie for future visits. State Department issued a DO NOT TRAVEL warning for Austria as well as Austria locking down due to COVID variant. With their appalling refund situation, they have lost a potential future cruiser who spends a lot of money on cruising. Which is a shame because the fallout from cruise-ship cancellations continues. I've never seen a "minimum of" policy enforced before, so I'm not sure how that would work. See details. 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. "We are unable to give you that information.". Before entering the corporate world, Ned worked as a Public Health Engineer for the Philadelphia Department of Public Health. I did not cancel. That was not a term that I signed up for. FIngers crossed for you. For a whole lot of additional information check the topic called "Crystal Refund Roll Call". Some cruise lines were (and are) overwhelmed with refund requests. The management has made a faux pas here. You will be able to leave a comment after signing in, By Tracy Vaughan, SVP Global Trade Development at Visit Lauderdale, Marc Anderson CEO of Visit San Antonio speaks to Graham McKenzie in London about his city and IPW23, Graham McKenzie talks to Visit Floridas CEO Dana Young at #huddle23, At #huddle23 in West Palm Beach we speak to Lauren Pace of Visit Florida, Jane Cunningham, Director of European Engagement Destinations International, Kent Anderson of Kirk Mountain Adventures, Costa Group explores methanol sustainable cruising, Advantage Travel Partnership reports strong cruise holiday bookings, Call to raise Australia working holiday visa age limit, Website launched for Crystal Cruises refund claims. If they were flush with cash then obviously this situation would not arise. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. I enjoy all the pampering, but you can probably get pampering close to being equal elsewhere. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. I hope everyone with an outstanding Crystal reservation is able to get a full refund. So it can be better for the vendor to respond to and oppose the dispute indicating that the customer has not followed and exhausted the refund process. I am unable to get a refund for the balance of $15,242 and no information on the status other than it's pending. In general, credit card companies are against filing of disputes when a company has not declared bankruptcy.. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. The best guide in Arizona to getaways, concerts and the dining scene. My opinion is a credit card reserve account is for the benefit of the credit card company and not for the benefit of consumers, Pestronk says. Ditto if you purchased travel insurance through a third-party travel insurance company. Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. Booking number #XXXXXXX In the names of ****** and ********* ******. One year ago our cruise was canceled due to the COVID pandemic. It took them only 5 days after I filed. 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. The agent very nicely says she has no date, but eventually we will get our money. 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. They might come in handy in the future. As of February 16, there was no such information online. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. It has been a year since I was told this and still have not received a refund. Understandably, our cruise was cancelled on April 2nd. If Crystal is insolvent then it is illegal for them to trade. The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. Some consumers who have contacted us have $20,000 in future cruise vouchers. BBB Business Profiles are provided solely to assist you in exercising your own best judgment. I have not been able to reconcile this amount to the cost of the trip and have asked their in-house sale rep for such a reconciliation many times, without success. 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. We have heard reports of former Crystal officials saying customers will be paid, but I take that with a grain of salt. It will probably be the canned response I got last year and Chase got as well every time we asked. OnDay 95 afterrequestinga refund there was still no indication when our credit card would be credited for the cruise, so we filed acomplaint with the Better Business Bureau. 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. 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. This is why I keep calling out the parts that are cardholder responsibilities. Genting's shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. If you are receiving this message, simply enter your email address to sign in or register if you are not. Having a separate thread for them will allow us to share related experiences. That cruise was cancelled due to the pandemic. Crystal did not say what those channels consist of. BBB Business Profiles are subject to change at any time. Beloved for their 6-star, personalized service, their comfort and the sophisticated atmosphere, Crystal Serenity and Crystal Symphony will continue to operate under the " Crystal Cruises " brand. 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. Having paid more than $20,000 . CC Help Jenn Crystal extended its no-money down deposit window that it implemented in July 2020 as well as relaxed final payment policies. The two ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023, following extensive refurbishment. 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. So, hopefully, I will get the deposit part refunded sometime. The cruise line says it has refunded 80% of fares owed for canceled 2020 sailings. We were only offered FCC. All we get are excuses for delays or no response on the reconciliation. BBB Business Profiles generally cover a three-year reporting period. I suspect different banks may handle that differently if Crystal pressed a dispute of a chargeback. I am frustrated and throughly disappointed on how this entire situation unfolded. This will ensure you fulfill the policys timing requirements. Healy acknowledged Crystal Cruises has limited assets.. Very sad. 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. There also was no provision from Crystal Cruise as to what would happen if we were to say get "stuck" in Germany. Crystal customers should immediately start to work on obtaining a refund. Started August 27, 2021, By 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. 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. Please Read: COVID-related Discussion. Have an issue with deceptive hotel pricing, resort fees or timeshares? It is simply a matter of contract. Help Ukrainian Families in Need: World Central Kitchen Donation Match. So sorry to hear this. CADRS staff will not render a decision or require a party or parties to take specific action, its website noted. If you took the deal with Crystal, what you have now is a useless voucher. Any thoughts on this matter? It was a last-ditch effort to protect consumers, travel agents, employees, and vendors owed money. Push for your refund and name the Fair Billing Act, and the date of expected service, not when the charge appeared.. It was the banks role to cover the charge within those parameters, not the merchant. Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. 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. 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? Total Base $7,398.00 Total Tax $392.00 Grand Total $7,790 Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. Its the chance to be heard at a time when many companies arent listening. 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. 2 complaints closed in the last 12 months. The cruise line's parent company,. Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. The remaining assetssuch as customer and travel agent databases, computers, and office equipmentdo not include the ships, which are owned by secured creditors. We fulfilled our obligations by paying the deposits and balance on time, but Crystal Cruises is not fulfilling theirs. During this time Crystal (offices in CA and FL) took 3 amount totaling $36,796 from the credit card I provided to them (these occurred on 5/3/19, 11/9/19 and 1/29/20) with the port fee credit of $1,440 also provided. Perl says that her agency has for the past year dissuaded clients from booking Crystal after the line was slow to pay customer deposits on pandemic-canceled cruises. Crystals website now links directly to crystalcruiseclaims.com, which allows customers and travel agents to file a refund request. I had to fight that as they originally said I only had until 12/21. Canceled on may 27, 2021. Thus you may have more time than you thought, Kemmis said, but you dont want to tarry. Something about the timing of the cruise which makes no sense. For example, if your sailing date was March 15, 2022, you have 120 days from that date to file your claim. Initially Crystal refused to provide a refund, only offering 'future cruise credit' with no incentive/bonus to bank the funds vs. taking a refund. In other words, if you paid cash, you get cash. Sorry, but its not a big fat check. That said, dont push the time limits. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. I am at approx 150 days with another line. What you're saying is entirely reasonable. LauraS The Crystal Cruises website was expected to post information on how consumers may make claims. I am not sure this is the thread.I'm not really savvy on the forums. 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. On record-keeping, why do airlines play dumb with Congress? Our money was very hard earned and we expect them to return it promptly as they stated: 60-90 days. 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