Theres a lesson here for any cruise customers holding future cruise credits, she adds. I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. 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. That cruise was cancelled due to the pandemic. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. 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. Credits for future cruises should be issued if the passenger cancels the cruise after the cruise lines deadline for refunds. I am now being told it could take months to receive the refund. Visit Neds Photography Blog and Galleries. Sometimes working directly with the bank that issued the card may result in a longer grace period. Crystal has held a significant portion of this money since 2018. Decided that it was also time to formally dispute the charges for our August cruise deposit. ", "I always knew that they'd do the right thing," she said. My travel agent rang me today, she told me Crystal were querying the payments Amex had refunded One was for a cancelled river cruise and the other 6th April symphony cruise, both cancelled by Crystal. While its website continues to state that theyve paused, the cruise line is dead. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. Crystal Cruises has undergone a turbulent time in recent months, due to serious financial problems. itinerary changes, passenger cancellations, cabin concerns, etc. Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. All of the river cruises are cancelled through late May. Total per booking: Base rate per passenger ********* Tax $196.00 Total $3,895.00 per passenger
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. The remaining portion that Crystal owed me took 9 months to get back, and I swore I would never sail with them again which now definitely won't be a problem as I think they are permanently out of business. 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. FIngers crossed for you. 2 complaints closed in the last 12 months. 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. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. This complaint is against Crystal Cruise Line. Theres typically even less protection, if any, if you paid Crystal by check. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. 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. (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). Refunds were promised within 90 days which did not occur. Okay- that makes it sound very reasonable. Mr. Anderson said that Genting effectively washed their hands of Crystal. As a result, Crystal soon had a bank account of zero, followed by a U.S. court ordering the seizure of the Crystal Symphony and Crystal Serenity due to unpaid fuel bills. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. When calling they say it is pending. By alidor, January 20 in Crystal Cruises. 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. In mid 2019 we put up a large deposit to secure a reservation for 2 on the Crystal Esprit for Spring 2020 cruise (I believe the original confirmation number was XXXXXXX and the subsequent confirmation code on the rescheduled trip was XXXXXXX). They have no authority over cruiselines. 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. 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. Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. It's not worth the risk. The cruise line now says it expects that by the end of April, 95% of customer refunds will be complete. What you're saying is entirely reasonable. 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. Highly recommend always going through a travel agent - ours has accomplished many things we would have never been able to. It did not seem like a clear-cut situation in terms of what was going to happen in the future. 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. The Crystal Cruises website was expected to post information on how consumers may make claims. I have reached out to our sales associate and always get the same information as the website. That hasnt been independently confirmed. -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.". Customer Reviews are not used in the calculation of BBB Rating. When products or services werent delivered as promised it comes into effect. 5waldos, January 31, 2022 in Crystal Cruises. 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! 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. Nothing about refunding after months , and at their discretion. The issue here is people make the credit card deposits with a company such as Crystal sometimes two years in advance., If you call your credit card company, be very insistent, she recommends. There may be some protection, she says, particularly if you paid with your debit card. 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. If they violate that role while being wildly profitable, thats just as bad to me (and maybe worse) than the merchant that fails to deliver services during a crisis. I couldn't dispute the whole amount because the rather large deposit had been made too long previously. But dont get too excited. We booked a fall 2021 Crystal cruise on 6/20/20. I booked relying on the Crystal term of contract that I could cancel before 6 months before sailing and get a full refund, ( $200 being a FCC). It has been almost one year. We were told by Crystal Cruises this was all on us to navigate. Bi-partisan bill to eliminate hotel resort fees introduced into House of Representatives, Creation of the DOT Consumer Advocate to focus on aviation consumer protections, Full Fare Act Advertised airfares now include all mandatory taxes and fees, Lost/damaged/delayed luggage compensation limit increased to $3,800. Depressed now? The cruise line's parent company,. Your region selection will be saved in your cookie for future visits. Welcome to Cruise Critic SteamboatWillie118. Did you finally get your refund? Original sail date jan 6, 2021, changed to January sail date Jan 16. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Total for both bookings: $15,580. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. The remaining assetssuch as customer and travel agent databases, computers, and office equipmentdo not include the ships, which are owned by secured creditors. It turned out to be a good premonition for us, says Perl. Thecruisedid not depart, therefore service was not rendered and the money should be refunded. It is possible the assignee who is now in charge of Crystals remaining assets will find a way to accept the vouchers as cash value, but that may be a long shot, she says. 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. A Florida Court has already appointed Michael Moecker & Associates to control whats left of Crystals assets. THAT SAID, if you have been notified of a lower threshold, keep that notice and provide it to your credit card company. Push for your refund and name the Fair Billing Act, and the date of expected service, not when the charge appeared.. It said it continued to issue refunds. I will do my best to cross every T and dot every i. I hope everyone with an outstanding Crystal reservation is able to get a full refund. If you purchased a travel insurance policy for your cruise, check to see if it has that covered. The Crystal Cruise bankruptcy is real. It was set to sail 8/9/2020 but was cancelled by Crystal on 5/14/2020 due to COVID. We are aware the cruise lines are struggling, however, this was our dream trip that we saved for years to be able to go. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. The merchant actually pays for that service through their fees, so theyre doing their part to protect me even when they fail. I did not cancel. 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.". We booked our 1st cruise ever with Crystal Cruises. As I recall the trip was slightly different so the price went up however there was a credit for some port fees. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. If Crystal cannot meet its financial obligations to their customers, they are de-facto insolvent. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. See details. Its normally true that credit card customers have 60 days to file their disputed transaction claim on their credit card account. It was a last-ditch effort to protect consumers, travel agents, employees, and vendors owed money. The likelihood is that the earlier you file your disputed credit card transaction claim, the greater your chances youll get your money back. 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. I have never previously filed a complaint with you, but really need your prompt assistance with obtaining the money due me. Note that complaint text that is displayed might not represent all complaints filed with BBB. We were caught in a vortex and feel as if we are being penalized for it. Followers. Travel Mole Newsletter is a subscriber only travel trade news publication. The state's lawmakers emphasized the need for transparency rather than criticizing the resort fees. We paid this bill in good faith because we received no indication from Crystal Cruise that anything was different than when we first booked the cruise. These changes arent a done deal because this is, after all, the federal government. This was not part of the contract when we put our deposit down. I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. Our goal is to maximize the recovery of assets and provide a claims process to creditors that allows them to realize the highest potential recovery regardless of the size of their claim, Healy said. I am not sure this is the thread.I'm not really savvy on the forums. That triggered a debt default of $2.78 billion. This has been going back and forth for MONTHS and I just received this information yesterday. 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. We Decided to Find Out, Hike and Bike Along the Picturesque Rhine on This River Journey, Explore the Magnificent Danube on a Multigenerational, Activity-Filled Journey, Savor the Exquisite Flavors, Colors, Culture, and More of Provence, A Weeklong Outdoor Adventure in Colorados Winter Wonderlands, Have a World-Class Adventure in the Rockies Playground. That was one week ago. Last month I was involved in several disputes on behalf of clients where the cardholder was trying to jump a 90-day refundwindow, and all we had to do was provide the card issuer with a copy of the notice the cardholder was given showing the 90 day window and the chargeback was declined. Our booking number is BK XXXXXXX. Question about refund - Crystal Cruises - Cruise Critic Community. 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. Details per Confirmation #
Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. Former Crystal president Jack Anderson said that Visa, Mastercard, and American Express were aggregately holding funds in excess of $100 million in trust for Crystal ticket refunds for their credit card customers. Are solvent -- but hey -- this is the thread.I 'm not really savvy on the forums their to! Went up however there was a credit for some port fees Genting Hong Kong Taipai! Your debit card is going to get their money back of Crystals assets all complaints filed with.. Decided that it was set to sail on April 25 have 60 days to their! Knows the way to the Middle East: How to Sell the Red Sea & Persian.! Good premonition for us, says Perl trade news publication have reached out to our sales associate and always the. A fall 2021 Crystal cruise on 6/20/20 was also time to formally dispute the whole amount because the large... 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