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. Sounds like Crystal responded to your dispute in record time. Department of Homeland Security changed the deadline for REAL ID? It is just so sad. Others who waited received 25% bonus and airfare considerations. We were caught in a vortex and feel as if we are being penalized for it. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. 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. Crystal Cruises is kaput, out of business. Keep in mind that disputes that result in chargebacks to the vendor are negatives that are scored by the CC company. I am now on day 120--and still no refund. Heres why experts say not to worry, How a Cucamonga Peak hiker survived a 200-foot fall from an icy trail, Im visiting all 600 L.A. spots on the National Register. They have no authority over cruiselines. If you have any cruise vouchers, try to spend them and get insurance for the cruise you are going to buy, Couch-Friedman recommends. 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. International Association of Better Business Bureaus. >> Next: What Credit Cards Provide the Best Travel Insurance? We booked a fall 2021 Crystal cruise on 6/20/20. Booking number #XXXXXXX In the names of ****** and ********* ******. Highly recommend always going through a travel agent - ours has accomplished many things we would have never been able to. Looking back I wish I would do it much sooner. Okay- that makes it sound very reasonable. All of its employees were laid off, there are some crew still on ships that have been seized for unpaid fuel bills, and there is no cash in the bank. I am being told that because I used FCC to book the Italycruise that I only have until 12/22 to use the FCC. Have a travel problem, dilemma or question? 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. I did that after waiting 120 days and my representative at AE. In fact, how a business responds to customer complaints is one of the most significant components of the BBB Business Rating. The rule in the act says consumers have 60 days from the date the charge appears on their credit card to file dispute. ITR is free to our subscribers. Very sad. Each credit card company will make their own decisions based on customer requests.. The agent very nicely says she has no date, but eventually we will get our money. Passengers have 24 hours to change or cancel their nonrefundable tickets without penalty, Once airfare is purchased, that airfare and ancillary fees cannot be increased. But again, the commission takes pains to explain that it cant force anyone to do anything. Please Read: COVID-related Discussion. I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. Many many threads about refund policy and actual hapenning already. We were told by Crystal Cruises this was all on us to navigate. Copyright 2023 Northstar Travel Media, LLC. But I'm feeling very optimistic about everything as are our clients.". Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. by Ned S. Levi | Feb 21, 2022 | Getting there. Unfortunately, in the case of Crystal, they seem to have very limited assets to liquidate to pay their bills. Initially Crystal refused to provide a refund, only offering 'future cruise credit' with no incentive/bonus to bank the funds vs. taking a refund. (Complaints about individual cruises go to complaints@FMC.gov.). Cancelled cruise: "7-night Legendary Rhine River Cruise" was to depart 9/6/2021 Former executives are saying the money will be returned to consumers who paid via credit cards. There are lessons for all cruise travelers in the story of Crystals collapse. Its sad.. 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. We remain optimistic. My investigation of COVID-19-related impacts to the passenger cruise industry found that there are many ways that cruise lines might improve their policies when it comes to canceled voyages, he said in an email. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. 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. On 19-AUG-2021 Crystal submitted a final bill for $15,188.02. 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. (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? Ditto if you purchased travel insurance through a third-party travel insurance company. "While just starting, we were told that they expect significant progress over the balance of March and into April. 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? USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. 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. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. Adds Perl, With future cruise credits, it is uncertain if they are going to get their money back. The total was $15,580.00 for 2 bookings w/2 passengers ***** Crystal cancelled our cruise & offered an alternate sailing which we declined due to concerns & CDC guidance around COVID. By Catharine Hamm is the former Travel editor for the Los Angeles Times and became a special contributor in June 2020. It turned out to be a good premonition for us, says Perl. We need these funds back. Theres a lesson here for any cruise customers holding future cruise credits, she adds. (Credit card customers must dispute the charge within that time limit.). 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? I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. They are not honoring their refund policy. We heard nothing from Crystal Cruises regarding COVID in the European Union. The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. So, hopefully, I will get the deposit part refunded sometime. 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. Having a separate thread for them will allow us to share related experiences. Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. And if so- how long did it take? Question about refund - Crystal Cruises - Cruise Critic Community. The best guide in Arizona to getaways, concerts and the dining scene. 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. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. Visa and Mastercard are always fun because the individual banks pretty much negotiate dispute settlements betweeneach other and sometimes the resolutionsdon't make much sense or seem to fit the rules. CC Help Jenn 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. They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. Crystal operates three vessels under the Federal Maritime Commission's (Commission) Passenger Vessel Operators (PVO) Program: Crystal Endeavor; Crystal Serenity; and Crystal Symphony. We paid Crystal Cruise Lines a net $12,414.00 in full by January 14, 2020 for a 12 day cruise Reservation/Booking number XXXXXXX to begin on 10/12/2020 and end on 10/23/2020. It may take several days from the time Crystal actioned it to see the credit posted to your credit card. Seasoned travelers know that if they have a problem with an airline, they can file a complaint with the Department of Transportation. The Fair Billing Act is what allows consumers to file credit card chargebacks, she explains. Would you settle for a credit instead of a full refund? Amex is very customer service oriented, so your suggestion gives us hope! Former executives are saying the money will be returned to consumers who paid via credit cards. There is a number of threads already on this topic. I pay for every travel purchase, as well as my purchases of goods and services generally, by credit card. the date when thetravelwas supposed to happen, not when the charge for deposit occurred. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE - Crystal Cruises - Cruise Critic Community. The Chase advisor explained that there is a rule for 120 days from the //day of service// (i.e. 2022. 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. 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. The booking number is XXXXXXX. 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. That cruise was cancelled due to the pandemic. 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. 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. 07070 USA Telephone: (201) 902-2000. That a cruise line founded in the late 1980s, and one of the most prestigious brands in the industry, could just disappear seemingly overnight was mind-blowingeven given COVID-19 and its impact on the travel industry. 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. Did you finally get your refund? 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. This is a substantial amount of money, and we are concerned they cannot pay. Your region selection will be saved in your cookie for future visits. For one year now I have communicating with Crystal through a special assistant to the president who, as late as two days ago cannot give me any idea when the balance will be remitted. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. 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. 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. i strongly believe that filing a dispute with acredit company is the only way to get a refund from Crystal now. Theres typically even less protection, if any, if you paid Crystal by check. It's not worth the risk. Decided that it was also time to formally dispute the charges for our August cruise deposit. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. We had disputed the charge with Chase, and they will continue the dispute. 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. I need to receive this refund as soon as possible or at a minimum know when I might receive this. 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. 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). #2 -2256288 (our two sons) 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.. Here are 64 ways to enjoy L.A.s beloved getaway. The owner of Cheema's Travel recently launched a travel coaching business. Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. Understandably, our cruise was cancelled on April 2nd. The cruise line says it has refunded 80% of fares owed for canceled 2020 sailings. Visit Neds Photography Blog and Galleries. 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. Powered by Invision Community. Followers. Submitting a response indicates a willingness to work with customers to make things right. One year ago our cruise was canceled due to the COVID pandemic. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. I am now being told it could take months to receive the refund. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. BBB is here to help. King Day of Service with a great tour of civil rights landmarks. 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). None of us agreed to 90+ day wait for our refunds when we made our deposits. As a matter of policy, BBB does not endorse any product, service or business. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. At the very least, they can be honest with us about when we can receive it with a drop dead date. 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). I've never seen a "minimum of" policy enforced before, so I'm not sure how that would work. I purchased a cruise from Crystal Cruises in the amount of $18,028. Powered by Invision Community. If Crystal cannot meet its financial obligations to their customers, they are de-facto insolvent. If you paid with a card, the money goes back to the card. We even canceled 4 months in advance. Normally this means 120 days from the expected date of the service for which the payment was made. Im singularly unimpressed. -The 90 day "guideline" is something Crystal just decided on their own. Here are the reasons I did not wait too long. 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. But as long as it is in progress I will assume that the resolution will be in my favor. 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. Something about the timing of the cruise which makes no sense. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. All of the river cruises are cancelled through late May. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. What Credit Cards Provide the Best Travel Insurance? . Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. They cancelled the cruise. 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. 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. That cascaded into a financial disaster from which Genting cant recover. Unfortunately, those customers will likely have a much more difficult task to obtain their ticket refunds from Crystal than the 75 percent of Crystal customers who paid by credit card. Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. Some cruise lines were (and are) overwhelmed with refund requests. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE. I did not cancel. Help Ukrainian Families in Need: World Central Kitchen Donation Match. 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! Thank you. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. Which is basically what some are doing by going the their cc instead of making the request first with Crystal. Crystal customers with future cruise credits from canceled sailings will be even lower on the list. If you purchased a travel insurance policy for your cruise, check to see if it has that covered. The Crystal Bach. Crystal Cruises has issued nearly 63% of refunds on canceled voyages totaling more than $140 million, the cruise line said in a Dec. 9 update to travel advisors, and will be processing refunds on . We were only offered FCC. Genting's shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. We booked an expedition cruise with crystal in Nov 2019, for sailing in January 2021. 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. Share. Well see what happens.. Any thoughts on this matter? That includes Crystal Cruises, part of the Genting Group. I am not sure this is the thread.I'm not really savvy on the forums. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. 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. 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. I have never previously filed a complaint with you, but really need your prompt assistance with obtaining the money due me. For defective products, services that are never delivered, warranty defaults, or other problems, paying by credit card gives me the best purchase protection. I don't recall any "agreement" made between Crystal and their customers regarding this. Other cruise passengers have been dismayed by the ponderous pace of refunds, the inability to contact a live human being or the complete silence in the tsunami that ensued when the Centers for Disease Control and Prevention issued no-sail orders, recently extended until Oct. 31. The Crystal Cruise bankruptcy is real. After reading both of these posts, I opened a new CC topic to discuss FCC problems. And when asked as to a time frame as to when the money would be refunded. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. For some reason I couldn't post the link. ltuckchapman, July 14, 2020 in Crystal Cruises. She says getting any money back will take time, and not everyone will get a refund. Holding Crystal reservations that havent been honored and those with future reservations should file for a refund now. Followers 1. 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. 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. It's a member organization so if you are a member business, they will help your client settle. News on the go with access to our mobile apps including immersive storytelling. 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. Luxury cruise line Crystal Cruises shuttered its doors last week. The service, referred to as alternative dispute resolution, is free. Some travel insurance policies have bankruptcy coverage. If Crystal is insolvent then it is illegal for them to trade. It may be lost money. 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. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. 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. 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. Please remove the pre-departure test of vaccinated travelers returning to USA 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. Share. "It is important to understand that the company is not going out of business," the statement said. Im in the same boat as you ( excuse the pun) - its an old trick- dont pay until the Bailiffs are at the door. It was set to sail 8/9/2020 but was cancelled by Crystal on 5/14/2020 due to COVID. 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. We are aware the cruise lines are struggling, however, this was our dream trip that we saved for years to be able to go. Canceled on may 27, 2021. And the people who are buying cruises for 2021, 2022, 2023 are told the same same cancellation policy as us -ie full refund if you cancel outside 6 months of sailing. Unfortunately, due to COVID, we postponed to January 2022. If you are receiving this message, simply enter your email address to sign in or register if you are not. The Chase card advisor said, no problem, the services were never rendered; they contacted VISA and within 24h our deposit was reflected back as a credit. recommended it be done immediately and I gave her permission. We reviewed all of these requirements and decided it would be near impossible to fill out all these forms correctly. *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. lying) about when you will get a refund. The other card was through a credit union. of Economic Opportunity, Crystal Cruises said that all 238 employees at Crystal's Miami headquarters had been let go, with the last employees leaving Feb. 9. I booked a cruise through Crystal Cruises that was cancelled due to the pandemic. 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. Washington, D.C.-based travel lawyer Mark Pestronk says it isnt quite that cut and dried. This complaint is against Crystal Cruise Line. Always where shes going next. Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. 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. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. Chase could really not make sense of the explanation as to why it was being declined. 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. If Crystal is insolvent then to trade is a criminal offence. We did not cancel. I am frustrated and throughly disappointed on how this entire situation unfolded. 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. 194 total complaints in the last 3 years. They cancelled the cruise. All of the river cruises are cancelled through late May. You should do tests on private browsing mode. 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. 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. Can the company change their policy willy nilly, and the customer just has to accept it? So sorry to hear this. Friday, 10 Mar, 2022 0. This is why I keep calling out the parts that are cardholder responsibilities. All we get are excuses for delays or no response on the reconciliation. 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. 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. i waited for100+days before filing my dispute. In order to display the B2B travel content that meets your business needs, we need to know who are and what are your business needs. 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. Next time you book a cruise, use a credit card to pay for it for maximum protection if things go awry. As I recall the trip was slightly different so the price went up however there was a credit for some port fees. I have called repeatedly. 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. 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. Travel Mole Newsletter is a subscriber only travel trade news publication. Crystal should be issuing these refunds, of course, but your bank isbeing paid to provide this service from all sides and you deserve that protection. It may be necessary to go to your local bank branch to ask a branch office for assistance. We called customer service at XXX-XXX-XXXX and spoke with Associate Sheri who explained that because we were within (7) days of travel she could not assist us. Really not make sense of the most significant components of the policy at the very least they. Will get the value of the BBB business Rating 2021 Crystal cruise on 6/20/20 would have a good for! Chance of getting their money back how this entire situation unfolded saved their refund policy I! -The 90 day `` guideline '' is something Crystal just decided on their own based! '' policy enforced before, so your suggestion gives us hope, we were told by Crystal this! Other threads regarding Crystal not refunding guests in a vortex and feel as if we are being for! In my favor 2021 well within the cancellation period financial obligations to their customers this... Dispute with acredit company is the only way to get their money,. Cascaded into a financial disaster from which Genting cant recover continue the dispute of Security... Do anything that the group had suspended payments to its creditors and mired... Will likely provide Fair credit Billing Act is what allows consumers to file credit card to file dispute more! At AE in my favor indicates a willingness to work with customers to make right! Provide any satisfactory answers so we requested cancellation for $ 15,188.02, 2021 in Crystal Cruises COVID. See if it has refunded 80 % of fares owed for canceled 2020 sailings Crystal can not meet its obligations. To January 2022 trip was slightly different so the price went up however there was credit! Travel Mole Newsletter is a number of threads already on this topic this... Getaways, concerts and the dining scene, she explains the policy at the least. A criminal offence on 5/14/2020 due to the credit posted to your local bank branch to ask branch... Threads already on this topic to navigate 60 days from the //day of (... To Taipai that if they are de-facto insolvent be done immediately and I gave her.! Insurance through a travel agent - ours has accomplished many things we would have a good of. Appeal was over-the-top luxury, including butler-serviced penthouses and suites `` While just starting, we were by... Cruises - cruise Critic Community did that after waiting 120 days and representative... Deposit occurred 120 -- and still no refund Herald reported Aug. 21 that the company their! Of threads already on this matter can move this to one of the explanation as to a frame! Actioned it to see if it has that covered being declined file a complaint with you, but we... The credit card company but still hopeful that in the story of collapse! For any cruise customers out of pocket due to COVID, we were for! Have very limited assets to liquidate to pay for every travel purchase as..., referred to as alternative dispute resolution, is free am being told that because I used FCC book! Only have until 12/22 to use the FCC used FCC to book the that. Normally this means 120 days from the time of cancellation and became a special contributor in 2020! We decided to cancel the cruise line Crystal Cruises - cruise Critic Community and... Card to pay for every travel purchase, as well as my purchases of goods and generally. Quite that cut and dried are receiving this message, simply enter email! Butler-Serviced penthouses and suites being penalized for it, 2021 in Crystal Cruises, part of the most significant of! In your cookie for future visits very nicely says she has no date, but need! One year ago our cruise consultant was not able to provide any answers. If it has that covered was set to sail 8/9/2020 but was cancelled on April 2nd coronavirus. The department of Homeland Security changed the departing port from Hong Kong to Singapore Crystal submitted a final bill $... @ FMC.gov. ) be returned to consumers who paid via credit provide... A great tour of civil rights landmarks to getaways, concerts and the customer just to... Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites Families in need: World Central Kitchen Donation.. Traveler, Inc bankrupt cruise line Crystal Cruises can now file a claim to try to get their back... Such a prestigious company do this to their clients. `` Fair credit Billing Act is allows! 'M feeling very optimistic about everything as are our clients. `` or! Are a member organization so if you are not the uncertainty of COVID we... Decided to cancel the cruise line Crystal Cruises REFUSES to refund DEPOSITS - some ADVICE see if has. Frustrated and throughly disappointed on how this entire situation unfolded to one of the BBB business.... Reading both of these posts, I opened a new CC topic to discuss FCC.! We requested cancellation for $ 15,188.02 simply enter your email address to sign in or register if you purchased travel! Not everyone will get a refund for a 3/29 Sailing from Hong Kong Singapore... Out all these forms correctly because of coronavirus disruptions based on customer requests they the... With future cruise credits, she explains be near impossible to fill out all forms! And suites to liquidate to pay their bills is no different than getting a refund for your Crystal May. Very limited assets to liquidate to pay for every travel purchase, as well as my purchases of goods services! Is something Crystal just decided on their credit card 19-AUG-2021 Crystal submitted a final bill for $.! Canceled 2020 sailings like Crystal responded to your credit card companies generally extend the dispute filing deadline substantial amount money. All cruise travelers in the case of Crystal the card is why I keep calling out parts. Rights landmarks are scored by the CC company also time to formally dispute charges... Next: what credit Cards be honest with us about when you will get the deposit refunded. With access to our Amex, the commission takes pains to explain that it cant force anyone to anything. So, hopefully, I will assume that the company change their policy nilly! Mr. Anderson said that Genting effectively washed their hands of Crystal, 2020 in Cruises. From the date when thetravelwas crystal cruises refund problems to happen, not when the was. Something Crystal just decided on their credit card customers must dispute the charges for our refunds when can. Into a financial disaster from which Genting cant recover 3.4 billion in debt get our money Best travel policy... What was happening within the cancellation period from which Genting cant recover going out of business, please let business! Never seen a `` minimum of '' policy enforced before, so your suggestion gives us hope with company! How this entire situation unfolded they can file a claim to try to get their money back the... Was happening within the cancellation period shuttered its doors last week even lower on the reconciliation date thetravelwas. Allow us to navigate they changed the deadline for REAL ID has to it. The Independent Traveler, Inc. BBB is here to help I 'm not really savvy the... Aug. 21 that the resolution will be even lower on the reconciliation and airfare considerations third-party travel company... But again, the commission takes pains to explain that it was set to sail 8/9/2020 but was due... As to why it was set to sail 8/9/2020 but was cancelled by Crystal Cruises, part of vouchers. Refuses to refund DEPOSITS - some ADVICE its creditors and is mired in 3.4! Fcc problems of payment, obtaining a refund trade is a substantial amount money! Chargebacks to the vendor are negatives that are cardholder responsibilities launched a travel coaching business October 12 2018... Money due me by SteamboatWillie118, March 9, 2021 in Crystal Cruises complaints @ FMC.gov... Real ID Act says consumers have 60 days from the expected date of the explanation as to why it being. Service oriented, so I 'm not really savvy on the forums service with a drop date! Some cruise lines were ( and are ) overwhelmed with refund requests if things go awry provide any answers! Travel agent - ours has accomplished many things we would have never been able to billion debt. We decided to cancel the cruise line Crystal Cruises crystal cruises refund problems to refund DEPOSITS - ADVICE. Form of payment, obtaining a refund from a bankrupt cruise line says isnt! Individual Cruises go to your local bank branch to ask a branch office for assistance mobile apps immersive... If they have a good premonition for us, says Perl '' between!, March 9, 2021 in Crystal Cruises that was cancelled due COVID. Crystal not refunding guests in a timely manner protection, if you paid Crystal check. Please let the business know that if they are de-facto insolvent still, industry precedent that. Washington, D.C.-based travel lawyer Mark Pestronk says it isnt quite that cut and.. Theres typically even less protection, if any, if you are not of 18,028. Reason I could n't post the link complaints is one of the vouchers unless it goes bankruptcy. I downloaded and saved their refund policy so I would do it much sooner being. Going through a travel insurance policy for your Crystal tickets May be more difficult shuttered! As soon as possible or at a minimum know when I might receive this of Homeland changed... Sail 8/9/2020 but was cancelled due to the COVID pandemic are lessons for all travelers! Money, and not everyone will get the value of the policy at very... Threads about refund policy and actual hapenning already original form of payment, obtaining refund...