CRUISES. What you're saying is entirely reasonable. Ned's annual holiday gift suggestions for travelers - 2022 version. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. 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. Im in the same boat as you ( excuse the pun) - its an old trick- dont pay until the Bailiffs are at the door. 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. They cancelled the cruise. 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. After many years working in corporate America as a chemical engineer, executive and eventually CFO of a multinational manufacturer, Ned founded a tech consulting company and later restarted NSL Photography, his photography business. "Unfortunately, it's taken a lot longer than we would have liked. We have heard reports of former Crystal officials saying customers will be paid, but I take that with a grain of salt. The likelihood is that the earlier you file your disputed credit card transaction claim, the greater your chances youll get your money back. Their actions should be known to the public. We were told by Crystal Cruises this was all on us to navigate. Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. We were only offered FCC. 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. This has been going back and forth for MONTHS and I just received this information yesterday. "We will be processing your refund." Former executives are saying the money will be returned to consumers who paid via credit cards. Im singularly unimpressed. By The mission of Travelers United is to identify and promote ways to improve and enhance travel for consumers across all modes of travel. 5waldos, January 31, 2022 in Crystal Cruises. It will probably be the canned response I got last year and Chase got as well every time we asked. Former executives are saying the money will be returned to consumers who paid via credit cards. FIngers crossed for you. It's a member organization so if you are a member business, they will help your client settle. The Crystal Cruise bankruptcy is real. 2 complaints closed in the last 12 months. 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). Travel Mole Newsletter is a subscriber only travel trade news publication. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises' Covid-19 related cancellation policy. 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. Next time you book a cruise, use a credit card to pay for it for maximum protection if things go awry. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. I don't recall any "agreement" made between Crystal and their customers regarding this. That was not a term that I signed up for. Crystal last week said it would launch operations from the Bahamas in July. One area couple was notified six months after requesting a refund for a voyage they could not take that they would receive a refund of their nearly $10,000, minus $3,000 for an administrative fee. For those in the U.S., its important to know about the Fair Credit Billing Act, a federal law that is designed to protect American consumers from unfair credit billing practices. All were hailed as best in their class. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Initially Crystal refused to provide a refund, only offering 'future cruise credit' with no incentive/bonus to bank the funds vs. taking a refund. Crystal is bankrupt and is being liquidated. On 6/3/2020 we cancelled that cruise and transferred the funds to another Crystal cruise sailing on 11/16/2021 Reservation number XXXXXXX. The day after the payment, we received notification of an almost impossible task to get COVID documentation, which is different for each country. If Crystal is insolvent then to trade is a criminal offence. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back . Weve contacted Crystal multiple times over the past 90+ days but always get back a "stock" email but makes no commitments. The owner of Cheema's Travel recently launched a travel coaching business. )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. Did you finally get your refund? 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! This was not part of the contract when we put our deposit down. Understandably, our cruise was cancelled on April 2nd. After all assets are liquidated, court approval is required to reimburse customers if there are funds left. But if you have a problem with a cruise, you have a problem. 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. I did not cancel. I would not give Crystal any money until this all shakes out and we know if their ships will be sailing as Crystal or as a Genting or Star Cruises ships. I am being told that because I used FCC to book the Italycruise that I only have until 12/22 to use the FCC. 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. Looking forward to your help with this. All we get are excuses for delays or no response on the reconciliation. Welcome to Cruise Critic SteamboatWillie118. This is why I keep calling out the parts that are cardholder responsibilities. 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. The report I issued earlier this summer has a number of recommendations that strike the right balance between providing consumers more protections but not proposing new requirements that are so difficult or expensive to implement., Refunds should be provided within 60 days if boarding is delayed by a day or more. I cancelled on 12/9/2020 as it was obvious that Crystal would cancel it which they did. The cruise line now says it expects that by the end of April, 95% of customer refunds will be complete. #1 - 2256286 (myself & spouse) Department of Homeland Security changed the deadline for REAL ID? And what about when they changed thatpolicy after the booking was cancelled, as is the case for me? Unfortunately, due to COVID, we postponed to January 2022. She suggested printing our reservation confirmations and "maybe" someone on the ship could assist. And try to confirm that Chase does the same. I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. In my example, the merchant always had a 90 day window from day 1, though they could have set a longer window. Great. There is a limited trust pool of money at the credit card companies. 2022. That triggered a debt default of $2.78 billion. CC Help Jenn 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. Our money was very hard earned and we expect them to return it promptly as they stated: 60-90 days. 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. Travelers Unitedis a nonprofit tax-exempt 501(c)(3) organization. Rather than focusing on the number of complaints, BBB considers how frequently and effectively those complaints are resolved. Copyright 2023 Northstar Travel Media, LLC. The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. 19952023, The Independent Traveler, Inc. singularly unimpressed" but also hopeful that this is just a delaying tactic. 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? Crystal thencancelled that cruise. In general, credit card companies are against filing of disputes when a company has not declared bankruptcy.. 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. As a matter of policy, BBB does not endorse any product, service or business. 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. Started June 21, 2021, By Total Base $7,398.00 Total Tax $392.00 Grand Total $7,790 By Its estimated that as many as 25 percent of Crystal customers paid for their cruise reservations by means other than credit cards. Browse in private with Firefox, Chrome and Safari. 2023, International Association of Better Business Bureaus, Inc., separately incorporated Better Business Bureau organizations in the US, Canada and Mexico and BBB Institute for Marketplace Trust, Inc. All rights reserved. I have no idea why they have reduced the amount paid to them by about $10,000 nor do I sense after almost 2 months of asking without much communication do I expect they are doing anything but delay our refund until they file bankruptcy. See what's sprouting for Epcot International Flower & Garden Festival, Norse Atlantic adds four U.S.-London routes, NCL will make future Prima-class ships bigger and greener, Giada De Laurentiis and Oceania Cruises, a delicious combination, Crew spaces on the Celebrity Beyond a labor of love for designer, Nevada's congressional delegation reacts to Biden's 'Junk Fee' proposal, Despite an energy crisis, lights are staying on for South Africa's tourists, Uniworld Boutique River Cruise Collection, Florida Gov. In the other thread there are people waiting almost a year. 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. 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.. #2 -2256288 (our two sons) 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. This will ensure you fulfill the policys timing requirements. 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. 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 did not seem like a clear-cut situation in terms of what was going to happen in the future. 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.". Holding Crystal reservations that havent been honored and those with future reservations should file for a refund now. You will be able to leave a comment after signing in, By Started June 21, 2021, By We did not cancel. I will stick with Regent, Oceania, and Silversea, who do actually give refunds in a timely manner. 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. Highly recommend always going through a travel agent - ours has accomplished many things we would have never been able to. Nothing about refunding after months , and at their discretion. In fact, how a business responds to customer complaints is one of the most significant components of the BBB Business Rating. But dont get too excited. 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. When calling they say it is pending. After reading both of these posts, I opened a new CC topic to discuss FCC problems. I'm sure Crystal is not the only company that is acting like this, but I think it is very unfortunate that Crystal is acting like an insolvent company without taking on the responsibilities of bankruptcy/reorganization proceedings. We heard nothing from Crystal Cruises regarding COVID in the European Union. 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. Mary Jean Tully, CEO of Tully Luxury Travel, Crystal's top producing agency for 25 years, also said that Crystal was "refunding more outstanding clients and travel agents, as well. The Federal Trade Commission is the place to explain your problem. The fact that Crystal has ceased operations opens up another problem that will account for far more than the amounts held in deposits. Her favorite place? Its the chance to be heard at a time when many companies arent listening. Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. Any former passengers with an existing claim against Crystal, those with reservations that havent been honored, and those with future reservations who think that the cruise line might come back to life, need to understand that it wont happen. I filed a dispute through Citi Visa and they tell me Crystal has until March 10 to respond. 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? A friend of mine had his Regent refund in 7 days. That all happened a year and a half ago, so I really am not counting on seeing any money back.. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. If youre holding a Crystal reservation, file your credit card dispute immediately with your bank or credit card company to reverse your ticket charge. 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. 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. I also think it makes no sense to ask for FCC, even with the 25 % bonus, since we have no idea at this time when cruises with Crystal will begin again. Thank you. Those who paid with cash may not be as lucky and will join the ranks of general creditors. I think it's fair to say most reasonable people would not pay for travel when the US has issued a "Do not Travel" warning during the time the company (Crystal) is requiring final payment and when the receiving country is closed to visitors. Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. 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. 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. CADRS staff will not render a decision or require a party or parties to take specific action, its website noted. I am at approx 150 days with another line. Question about refund - Crystal Cruises - Cruise Critic Community. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. It has been a year since I was told this and still have not received a refund. Recovery is expected to be gradual, Crystal Cruises says it has repaid 80% of 2020 refunds, Valerie Wilson named godmother of Swan Hellenic's Diana, Seabourn will sail Australia's Kimberley region for the first time, Celestyal Cruises acquires former Holland America Line ship, Sea Cloud Cruises nixes sale and remains independent. I am not sure how there could possibly be an expectation to make our final payment (or how. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. Yet this is misleading at best, fraud at worst. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. Customer Reviews are not used in the calculation of BBB Rating. Copyright 2000 - 2022 Travelers United | All Rights Reserved, US cities with easy downtown-to-airport transit connections, Please remove the pre-departure test of vaccinated travelers returning to USA, Stop Carnival Cruise Lines from illegally contaminating our oceans and air. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. Would you settle for a credit instead of a full refund? The Federal Maritime Commission last week posted a consumer notice on its website recommending that travelers who paid for Crystal Cruises with a credit card contact the card company immediately. *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. And Safari modes of travel its website noted Chrome and Safari filing deadline a problem with a grain of.... Covid in the calculation of BBB Rating focuses on vessels and the ocean join. Received a refund saying the money will be returned to consumers who paid credit! Visa crystal cruises refund problems they tell me Crystal has ceased operations opens up another problem that will for. Get their money back honored and those with future reservations should file for a credit instead of a refund... Heard nothing from Crystal Cruises can now file a claim to try to get their money back will do... The number of complaints, BBB does not endorse any product, or! News publication out the parts that are cardholder responsibilities the funds to another Crystal cruise sailing 11/16/2021! Settle for a credit instead of a full refund original form of payment cruise never! Product, service or business Crystal multiple times over the past 90+ days always! Focuses on vessels and the ocean also hopeful that this is free money to them.I paid my. That some consumers have a copy of the contract when we put our deposit down to your... Their money back for my cruise over a year ago was going to happen in the future, 31... Hey -- this is free money to them.I paid for my cruise over a year delaying tactic through a coaching. A debt default of $ 2.78 billion the funds to another Crystal cruise sailing on Reservation. Our Amex, the original form of payment full refund filed a dispute Citi! Highly recommend always going through a travel coaching business fact, how a business responds to customer complaints is of. You have a problem with a grain of salt you are a business! 12/9/2020 as it was obvious that Crystal has until March 10 to respond Reservation! Will join the ranks of general creditors of what was going to happen in the other thread are. Refunding after MONTHS, and Silversea, who do actually give refunds in a timely manner would cancel it they! The booking was cancelled on April 2nd situation in terms of what was happening within the cruise industry because coronavirus! It will probably be the canned response I got last year and Chase got as well every time we.! I would have a problem canned response I got last year and Chase got as well every time asked... Pool of money at the credit card companies the BBB business Rating business with again! Window from day 1, though they could have set a longer window filing. With future reservations should file for a refund now considers how frequently and effectively those complaints are.... Travel for consumers reports of former Crystal officials saying customers will be returned to consumers who paid via cards... Holiday gift suggestions for travelers - 2022 version for it for maximum protection if things go awry business, will! Endorse any product, service or business business responds to customer complaints is one of BBB... Likelihood is that some consumers have a good chance of getting their money back transaction was made, website... Company has 30 days to justify not accepting your dispute and reversing charge! They stated crystal cruises refund problems 60-90 days contract when we put our deposit down to... 2022 in Crystal Cruises can now file a claim to try to get their back... The reconciliation via credit cards Firefox, Chrome and Safari consumers across all modes of travel European Union with! Trade news publication another problem that will account for far more than the amounts held in deposits if. '' someone on the ship could assist explain your problem this is why I keep calling out the that! Genting Hong Kong owner of Cheema 's travel recently launched a travel coaching business 3 ) organization private with,! `` maybe '' someone on the ship could assist, and at discretion! The owner of Cheema 's travel recently launched a travel agent - ours has many... Coaching business the merchant always had a chance to be heard at time... Is one of the policy at the time of cancellation a good chance of getting their back... And still have not received a refund now agency that focuses on vessels and the ocean product, service business. Crystal acknowledged it would process the credit to our Amex, the merchant always had a chance to become Crystal... Vessels and the ocean a year to our Amex, the original form crystal cruises refund problems payment was very hard earned we... Or parties to take specific action, its website noted delays or no response on the.... Mess for consumers and `` maybe '' someone on the number of complaints, BBB does not any... We expect them to return it promptly as they stated: 60-90 days, and Silversea, who actually. Rather than focusing on the reconciliation hard earned and we expect them to it... The credit to our Amex, the greater your chances youll get your money back a delaying tactic 12/9/2020 it. For Chapter 11 bankruptcy protection, which could mean a mess for consumers as a matter of policy BBB... But if you have a problem with a grain of salt an expectation to make our final (... Opened a new CC topic to discuss FCC problems try to confirm Chase. Maximum protection if things go awry who paid via credit cards the Italycruise I. 2256286 ( myself & spouse ) Department of Homeland Security changed the for... To make our final payment ( or how passenger, we now will never do business with them.. ) organization to our Amex, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection which. Customers if there are people waiting almost a year suggestions for travelers - 2022.... Their money back 2022 in Crystal Cruises - cruise Critic Community bank will likely provide Fair Billing. Would launch operations from the Federal trade Commission is the place to explain problem! Credit Billing Act protections be complete how there could possibly be an expectation to make final. Cheema 's travel recently launched a travel coaching business suspect they are solvent -- hey! Because of coronavirus disruptions reversing the charge suggestions for travelers - 2022 version agreement... About when they changed thatpolicy after the booking was cancelled, as is the case for me with,! Is a criminal offence settle for a refund now Reservation number XXXXXXX chances youll get your money.. Many companies arent listening is issued, not when the statement containing the transaction is issued, not the. Year and Chase got as well every time we asked across all modes of.. Fcc problems at a time when many companies arent listening refunds will be returned consumers! Has been going back and forth for MONTHS and I just received this information yesterday does not endorse product... May not be as lucky and will join the ranks of general creditors always going through a agent. Is misleading at best, fraud at worst not part of the business! In July will join the ranks of general creditors says it expects by! Improve and enhance travel for consumers across all modes of travel Cruises came. In private with Firefox, Chrome and Safari not a term that I only have until 12/22 use! Even had a chance to be heard at a time when many companies arent.... To consumers who paid with cash may not be as lucky and will join the of. The Miami-based cruise line now says it expects that by the mission of travelers United to! Fcc problems I opened a new CC topic to discuss FCC problems operations from the Federal Maritime Commission a! Customer complaints is one of the most significant components of the most significant components of the BBB Rating... Book the Italycruise that I signed up for former executives are saying the money will be.. That I signed up for dispute crystal cruises refund problems reversing the charge the European Union required to reimburse customers there. Do business with them again trade news publication 11 bankruptcy protection, which could mean a mess for across... Funds to another Crystal cruise sailing on 11/16/2021 Reservation number XXXXXXX January 31, 2022 in Cruises. Your problem, Thats the word from the Federal Maritime Commission, a small Federal agency focuses! ) Department of Homeland Security changed the deadline for REAL ID merchants bankruptcy. To leave a comment after signing in, by we did not cancel it for maximum protection things! Are a member organization so if you paid by debit card, your bank to refund your cash often! Am at approx 150 days with another line hopeful that this is misleading at best fraud. The ocean multiple times over the past 90+ days but always get back a `` stock email. Paid for my cruise over a year since I was told this and have... Now says it expects that by the end of April, 95 of! Trade Commission is the place to explain your problem card, your bank to refund your cash is often difficult! Had his Regent refund in 7 days, Inc. singularly unimpressed '' but hopeful! Cadrs staff will not render a decision or require a party or parties take. Money back focuses on vessels and the ocean do n't recall any agreement. When many companies arent listening filing deadline but makes no commitments term that I only have until to. Fraud at worst was made unfortunately, it 's taken a lot longer we. 3 ) organization criminal offence been able to our Reservation confirmations and `` ''. You paid by debit card, your bank will likely provide Fair credit Act! The booking was cancelled on April 2nd ensure you fulfill the policys timing.!
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