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. They don't seem to care about their customers. I dont understand why anyone would give new bookings to Crystal (I know they are not taking new deposits) and possibly be throwing good money after bad. Friday, 10 Mar, 2022 0. But yes, I finally did get all money back. 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. CC Help Jenn We fulfilled our obligations by paying the deposits and balance on time, but Crystal Cruises is not fulfilling theirs. The Crystal Cruises website was expected to post information on how consumers may make claims. 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. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE. . And, perhaps most important, refunds will be given (again, if applicable) using whatever monetary form you used to pay. Crystal thencancelled that cruise. 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. You will be able to leave a comment after signing in, By 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. 07070 USA Telephone: (201) 902-2000. Crystal said that after every refund is processed it will return to its published refund policy. Looking back I wish I would do it much sooner. On 6/3/2020 we cancelled that cruise and transferred the funds to another Crystal cruise sailing on 11/16/2021 Reservation number XXXXXXX. Crystal customers with future cruise credits from canceled sailings will be even lower on the list. CC Help Jenn Very sad. It's important to remember that under Visa and Mastercard's overarching rules that the banks are "supposed" to follow, you get 120 days from the LAST day the merchant was supposed to deliver services (disembarkation date), up to 540 days from the original transaction date. If they were flush with cash then obviously this situation would not arise. I am frustrated and throughly disappointed on how this entire situation unfolded. The booking number is XXXXXXX. Its normally true that credit card customers have 60 days to file their disputed transaction claim on their credit card account. Push for your refund and name the Fair Billing Act, and the date of expected service, not when the charge appeared.. I have never previously filed a complaint with you, but really need your prompt assistance with obtaining the money due me. But many misunderstand them with specific regard to bankruptcy. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystal's parent company, Genting Hong Kong. Ten days later, Crystal cancelled the cruise. itinerary changes, passenger cancellations, cabin concerns, etc. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. Im singularly unimpressed. That triggered a debt default of $2.78 billion. 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. 5waldos, January 31, 2022 in Crystal Cruises. Not to make an excuse but several cruise lines are having problems processing refunds. Write to catharine@catharinehamm.com. The credit card companies service agents handling the disputes are aware of deadlines built into their dispute rules. If Crystal is insolvent then it is illegal for them to trade. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. 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. I enjoy all the pampering, but you can probably get pampering close to being equal elsewhere. Total for both bookings: $15,580. 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. This was not part of the contract when we put our deposit down. Tully said that despite the refund issues, Crystal clients are eager to sail again. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. This content is only available to subscribers. It turned out to be a good premonition for us, says Perl. It said it continued to issue refunds. That includes Crystal Cruises, part. Browse in private with Firefox, Chrome and Safari. Voices, experts and personalities on the right and the left. 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. We were only offered FCC. One year ago our cruise was canceled due to the COVID pandemic. The two ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023, following extensive refurbishment. Holding Crystal reservations that havent been honored and those with future reservations should file for a refund now. Followers. 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. Crystal is bankrupt and is being liquidated. Adds Perl, With future cruise credits, it is uncertain if they are going to get their money back. Take a look at the findings of the report (bit.ly/cruisecomments); send your comments to secretary@fmc.gov. 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. 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. Crystal is not keeping their word (i.e. 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. Im in the same boat as you ( excuse the pun) - its an old trick- dont pay until the Bailiffs are at the door. The Chase advisor explained that there is a rule for 120 days from the //day of service// (i.e. None of us agreed to 90+ day wait for our refunds when we made our deposits. But if you have a problem with a cruise, you have a problem. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. It may take several days from the time Crystal actioned it to see the credit posted to your credit card. That said, dont push the time limits. Well guide you through the process. READ ALSO: 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! 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. Understandably, our cruise was cancelled on April 2nd. (Complaints about individual cruises go to complaints@FMC.gov.). (Credit card customers must dispute the charge within that time limit.). And try to confirm that Chase does the same. I did that after waiting 120 days and my representative at AE. Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. She does have some clients with future cruise credits from canceled sailings in 2020 and early 2021. 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. But theres no chargeback protection because payments are made directly from your bank account at the time of the transaction. 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. What you're saying is entirely reasonable. CC Help Jenn We then booked a cruise to Italy on2/15with the FCC with a late May 2020 departure.. The Crystal Bach. We booked an expedition cruise with crystal in Nov 2019, for sailing in January 2021. 19952023, The Independent Traveler, Inc. singularly unimpressed" but also hopeful that this is just a delaying tactic. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. Denied boarding (bumping) compensation increased to a maximum of $1,550. They have no authority over cruiselines. Having paid more than $20,000 . (Ross May / Los Angeles Times; Getty Images), Do Not Sell or Share My Personal Information, no federal government agency that regulates cruise, Has wildflower shaming gone too far? The dispute resolution isnt necessarily going to be automatic. BBB Business Profiles may not be reproduced for sales or promotional purposes. Did you finally get your refund? USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. "Unfortunately, it's taken a lot longer than we would have liked. 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. The cruise line's parent company,. 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. When calling they say it is pending. 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. CC Help Jenn 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. The fact that Crystal has ceased operations opens up another problem that will account for far more than the amounts held in deposits. BBB is here to help. Your credit card company may be a friend, said Sam Kemmis, a travel rewards expert with NerdWallet.com, a personal finance website. 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. It has been a year since I was told this and still have not received a refund. It has been almost one year. Couch-Friedman says consumers are already calling with complaints of credit card companies rejecting refunds on cruises when payment was made a year ago. Yet this is misleading at best, fraud at worst. Okay- that makes it sound very reasonable. Crystal had already published a Covid-19 related cancellation policy on their website, offering a 100% refund in "up to 90 days" or a 125% FCC. The line said it has refunded a. 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. 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. We booked our 1st cruise ever with Crystal Cruises. You should do tests on private browsing mode. Now it is May 7, 2025. Started June 21, 2021, By We booked a cruise with Crystal Cruise in April to tour Europe. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. 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