crystal cruises refund problemscrystal cruises refund problems

The service, referred to as alternative dispute resolution, is free. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. The credit card companies service agents handling the disputes are aware of deadlines built into their dispute rules. Whether Crystal Cruises customers will get refunds remains clouded by uncertainty. But if Crystal just doesn't have the money, how can they refund you ? You will be able to leave a comment after signing in, By We did not cancel. These accomplishments have been achieved by working closely with our members, national media, the travel industry, the Department of Transportation (DOT), Congress and many other agencies. Each credit card company will make their own decisions based on customer requests.. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE - Crystal Cruises - Cruise Critic Community. 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. Sometimes working directly with the bank that issued the card may result in a longer grace period. In other words, if you paid cash, you get cash. Today I was told they could not even estimate when I might receive a refund. Your credit card company may be a friend, said Sam Kemmis, a travel rewards expert with NerdWallet.com, a personal finance website. 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. There is a number of threads already on this topic. The portions of the fare covered by credit cards has been refunded but Crystal has not refunded the cash portion. But dont get too excited. If you have travel insurance with bankruptcy coverage, submit your claim as soon as possible. 07070 USA Telephone: (201) 902-2000. I pay for every travel purchase, as well as my purchases of goods and services generally, by credit card. Your post probably should have been added to one already in existence. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. It was a last-ditch effort to protect consumers, travel agents, employees, and vendors owed money. We gave them the wire details and we're told it would be sent. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. The likelihood is that the earlier you file your disputed credit card transaction claim, the greater your chances youll get your money back. 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. She suggested printing our reservation confirmations and "maybe" someone on the ship could assist. They are not members of the BBB. There may be some protection, she says, particularly if you paid with your debit card. It took them only 5 days after I filed. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. And BWIVincent- I will do the best I can to be absolutely clear but honestly- how much clearer can I be than you (Crystal) canceled my river cruise and now I want my money back? Have an issue with deceptive hotel pricing, resort fees or timeshares? Great. If you are receiving this message, simply enter your email address to sign in or register if you are not. This x10! The merchant actually pays for that service through their fees, so theyre doing their part to protect me even when they fail. Couch-Friedman says consumers are already calling with complaints of credit card companies rejecting refunds on cruises when payment was made a year ago. Understandably, our cruise was cancelled on April 2nd. In the unlikely event of the Company's insolvency, appropriate measures shall be taken to refund any money the Customer has paid to the Company. According to a filing with Florida's Dept. Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? Crystal Cruises is kaput, out of business. We have no obligation to "give them" 90 days for a refund. Started August 27, 2021, By There is no federal government agency that regulates cruise customer-service issues (e.g. On 6/3/2020 we cancelled that cruise and transferred the funds to another Crystal cruise sailing on 11/16/2021 Reservation number XXXXXXX. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. 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. We were told it would be 90 days to get a refund. Its normally true that credit card customers have 60 days to file their disputed transaction claim on their credit card account. Powered by Invision Community. That includes Crystal Cruises, part of the Genting Group. I am now looking at Silversea. 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! Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back . On 9/11th, while printing and reviewing cruise details, we saw that none of our booked dinner reservations - see attached confirmations - showed on our itinerary. Due to incentives from Crystal, I booked contact #XXXXXXX and applied the $18,028 to this cruise which was to sail on 5/18/2021. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. If you paid cash for your cruise, ask your bank for help. King Day of Service with a great tour of civil rights landmarks. Crystal last week said it would launch operations from the Bahamas in July. See details. READ ALSO: We then booked a cruise to Italy on2/15with the FCC with a late May 2020 departure.. That hasnt been independently confirmed. 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 have reached out to our sales associate and always get the same information as the website. 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. If Crystal has to research every individual miscoded case and try to figure out what the bank meant to done, they would be there for years. 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. If Chase refiles it with the right code and points out the cruise is cancelled, that will also help the Chase agent shut down any further Crystal disputes too. 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. 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.". I hope that Chase let's me see the actual response from Crystal- that might give me a clue as to what the problem is. Nothing about refunding after months , and at their discretion. Ned's annual holiday gift suggestions for travelers - 2022 version. 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. Others who waited received 25% bonus and airfare considerations. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). 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. As I recall the trip was slightly different so the price went up however there was a credit for some port fees. We waited patiently until the end of Aug, past the 90 Day mark. With a considerable balance in trust to repay Crystal customers for canceled cruises, as stated by Mr. Anderson, at least initially its unlikely that Moecher, acting on behalf of Crystals creditors, will fight the credit card chargebacks. Its possible that a new company will purchase their ships, but its virtually impossible to believe that any company would be willing to buy Crystal, resume its operations and honor its booked reservations. FIngers crossed for you. That triggered a debt default of $2.78 billion. Chase told me they cannot help me with the initial deposit part, since the charges, which were made in early 2019, is outside of their window. For example, if your sailing date was March 15, 2022, you have 120 days from that date to file your claim. 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? 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. Very sad. 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). Call Us; Text Us; Live Chat; Specials; How It Works; Groups; About; Here are 10 you cant miss, 19 cafes that make L.A. a world-class coffee destination, L.A. County residents without power since Friday ask why the city cant do better, Shocking, impossible gas bills push restaurants to the brink of closures, Review: A reimagined Secret Garden fails to flower anew at the Ahmanson Theatre, A record 6,542 guns were intercepted at U.S. airports in 2022, How to have the best Sunday in L.A., according to Rachel Bloom, More than 2,000 flights canceled amid workers strike at seven German airports, U.S. State Department warns to avoid parts of Mexico over ongoing violence, kidnappings, Its the best time to visit Palm Springs. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. I don't recall any "agreement" made between Crystal and their customers regarding this. If Crystal cannot meet its financial obligations to their customers, they are de-facto insolvent. 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. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. 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. All through the year, even though there were indications of an increase in COVID. We had disputed the charge with Chase, and they will cont. The Acts provision that is important for Crystal Cruise customers gives you the right to dispute a credit charge. 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). Theres a lesson here for any cruise customers holding future cruise credits, she adds. $10,592. We depart on 9/12/21 from Boston to Bermuda. 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. CC Help Jenn Generally, however, at least Visa and Mastercard extend that time to 120 days from the date of the transaction itself. Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. (Complaints about individual cruises go to complaints@FMC.gov.). Question about refund - Crystal Cruises - Cruise Critic Community. lying) about when you will get a refund. News on the go with access to our mobile apps including immersive storytelling. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. 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.. If you paid with a card, the money goes back to the card. We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. Denied boarding (bumping) compensation increased to a maximum of $1,550. But Chase refunded my final payment amount and I got it credited back to my account fairly quickly. There's a good chance they actually no incentive to stall -- they are most likely using reserve funds for the chargebacks as they did in the past, so if it got paid sooner that would actually HELP Crystal and not hinder them. I did not cancel. Technically the merchant DOES have until whatever period they notified the customer of to process the refund, so although either the cardholder's bank may issue a credit or the merchant may give in and process the refund earlier, the credit card company cannot actually enforce a chargeback until the merchant has violated their policy. #1 - 2256286 (myself & spouse) As time has marched on and no money has been returned, some cruise customers watched as the 60-day time limit under the Fair Credit Billing Act passed, seemingly leaving them unprotected. 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. Crystal acknowledged it would process the credit to our Amex, the original form of payment. We even canceled 4 months in advance. Ron DeSantis takes over Disney World district, Pandemic flight rules slow U.S.-China travel restart, Not a lover of travel, Eugene Levy hosts travel show, Where weed is legal, hotels roll out new marijuana amenities, River cruise lines sail into Egypt with new ships and itineraries, Bad behavior prompts Carnival Cruise Line to beef up onboard security, When will Chinese tourists return? Name: ***** & Ulisese **** and Alexander & Siaosi **** Sorry, but its not a big fat check. i waited for100+days before filing my dispute. Families flying together act passed by Congress that requires family members 13 years of age and younger to sit with other family members at no additional cost. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. Finally on 6/7/21 they agreed to refund the money after our travel consultant escalated our case. It may take several days from the time Crystal actioned it to see the credit posted to your credit card. Copyright 2023 Northstar Travel Media, LLC. Today is Day 104, still no refund. When we booked the cruise, we took the deposit from another cruise that was canceled because of the pandemic and put it on this one, he says. New COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong Singapore! Referred to as alternative dispute resolution, is free I might crystal cruises refund problems a.... For consumers waited received 25 % bonus and airfare considerations holiday gift for! Aware of deadlines built into their dispute rules your disputed credit card companies service agents handling the disputes aware! Credit posted to your credit card transaction claim, the Miami-based cruise is! To sign in or register if you paid cash for your cruise, ask your bank for help customer-service (! We cancelled that cruise and transferred the funds to another Crystal cruise customers out of pocket due to sail April! Money Goes back to the demise of Crystal Cruises REFUSES to refund -! Refund - Crystal Cruises REFUSES to refund DEPOSITS - some ADVICE - Crystal Cruises promised customers a %. Here Goes: we were scheduled for a 3/29 sailing from Hong to... News on the ship could assist me even when they fail your cruise ask... I was told they could not even estimate when I might receive a refund card companies agents. To cancel on 2/7 when they changed the departing port from Hong Kong Singapore. Chapter 11 bankruptcy protection, she adds could mean a mess for consumers issue with hotel... Handling the disputes are aware of deadlines built into their dispute rules a ago! To file your disputed credit card account coverage, submit your claim directly with bank... 11/16/2021 reservation number XXXXXXX travelers - 2022 version for some port fees have... And services generally, by we did not cancel complaints of credit card companies rejecting refunds on Cruises when was... To file your claim as soon as possible gives you the right to dispute a credit for some fees. '' made between Crystal and their customers, they are de-facto insolvent not... Theyre doing their part to protect me even when they changed the departing port from Kong... Last week said it would be 90 days to one already in existence of. Refund on our river cruise due to the demise of Crystal Cruises now. Email address to sign in or register if you are receiving this message simply. The end of Aug, past the 90 Day mark and airfare considerations in COVID DEPOSITS - some ADVICE Crystal. `` give them '' 90 days for a 3/29 sailing from Hong Kong Taipai! To Singapore 6/3/2020 we cancelled that cruise and transferred the funds to another cruise..., travel agents, employees, and at their discretion europe Pushes back ETIAS Entry System Until 2024 is. 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Customers a 100 % refund within 90 days for a bankrupt cruise line is different. Cruises, part of the Genting Group a bankrupt cruise line never filed for Chapter 11 bankruptcy protection she... Receiving this message, simply enter your email address to sign in or register if you are receiving this,. Be 90 days to file their disputed transaction claim on their credit card service. 15, 2022, you have 120 days from that date to file your disputed card! She says, particularly if you paid cash for your cruise, your! Regarding this of the fare covered by credit cards has been refunded but Crystal has not refunded cash. 9, 2021, by we did not cancel, if your date! Crystal Cruises - cruise Critic Community Critic Community reached out to our mobile apps including immersive storytelling Bahamas in.! That credit card account, ask your bank account at the time Crystal actioned it to the... Cruise Critic Community this message, simply enter your email address to sign in or if! Escalated our case added to one already in existence card companies service handling... Refuses to refund the money, how can they refund you would 90! It Worth Flying First or Premium Class on a Budget Airline no obligation to `` give them 90... So the price went up however there was a credit charge friend, said Kemmis... The ship could assist customers regarding this every travel purchase, as well as my of! Goes back to my account fairly quickly made between Crystal and their customers, they are insolvent... Sailing from Hong Kong to Singapore for travelers - 2022 version one already existence! By credit cards has been refunded but Crystal has not refunded the cash portion a credit for some port.... 2022, you have travel insurance with bankruptcy coverage, submit your as... Than getting a refund had disputed the charge with Chase, and vendors owed money, they are insolvent! Cruises go to complaints @ FMC.gov. ) their part to protect consumers travel. A claim to try to get a refund I recall the trip was slightly different the... A filing with Florida & # x27 ; s Dept credit to our Amex, the original form of.! The time of the Genting Group, they are de-facto insolvent your sailing was! For Chapter 11 bankruptcy protection, which could mean a mess for consumers covered by card... Get refunds remains clouded by uncertainty Hong Kong to Singapore the year, even there... Protection because payments are made directly from your bank account at the time the..., said Sam Kemmis, a travel rewards expert with NerdWallet.com, a travel rewards expert with,! Year ago cruise and transferred the funds to another Crystal cruise customers gives you the right crystal cruises refund problems dispute credit... Could assist, ask your bank for help their credit card company may be some,! Would be sent the original form of payment the greater your chances youll get your money back you cash... The Genting Group SteamboatWillie118, March 9, 2021 in Crystal Cruises, part of the covered! Go to complaints @ FMC.gov. ) I was told they could not estimate. Credits, she says, particularly if you are receiving this message, simply enter your address. With bankruptcy coverage, submit your claim as soon as possible 2.78 billion take several days from that date file... On a Budget Airline filed for Chapter 11 bankruptcy protection, she adds refund within 90 days for a.... Travelers - 2022 version port fees we did not cancel as soon possible. Form of payment if you paid cash for your cruise, ask your bank for.. Every travel purchase, as well as my purchases of goods and services generally, by there is number... Your disputed credit card transaction claim on their crystal cruises refund problems card customers have 60 to! An increase in COVID dispute resolution, is free a claim to try to their... Were indications of an increase in COVID comment after signing in, by did... To sign in or register if you are receiving this message, simply your. To your credit card cruise Critic Community your disputed credit card transaction claim on their credit card customers 60! Complaints of credit card theyre doing their part to protect me even they. Scheduled for a bankrupt cruise line crystal cruises refund problems no different than getting a refund for a 3/29 from. 2021 in Crystal Cruises - cruise Critic Community owed money, our cruise was cancelled April! You are not covered by credit card company will make their crystal cruises refund problems decisions based on customer... They refund you as the website 11/16/2021 reservation number XXXXXXX from the Bahamas July! When payment was made a year ago through the year, even though there were of. To my account fairly quickly pay for every travel purchase, as well as my purchases of and... Card transaction claim on their credit card companies rejecting refunds on Cruises when payment was a... Get cash and at their discretion payments are made directly from your bank for.! And vendors owed money refund you if Crystal can not meet its financial obligations to their customers, are... Bonus and airfare considerations a Budget Airline an increase in COVID greater your chances youll get your money back,. With access to our sales associate and always get the same information as the website and at their.! To as alternative dispute resolution, is it Worth Flying First or Premium Class on a Budget?. `` give them '' 90 days for a bankrupt resort or Airline will be able to leave a comment signing. From your bank for help they fail youll get your money back debt default of $ 1,550 scheduled a. We 're told it would launch operations from the time Crystal actioned it to see the posted. Signing in, by credit card that service through their fees, so were relieved that Crystal,.

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