Concurrently, their parent company in Hong Kong has defaulted on $3B in loans. 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. Your best course of action is to file a credit card dispute. Crystal Cruises, LLC (Crystal) suspended operations for its Ocean and Expedition voyages through April 29, 2022. Five US passport traps that can quickly end your journey before it starts, 3 ways DOT should post basic passenger travel rights at airports, DOT denied boarding (or bumping) compensation rules you should know, United Airlines allows free family seating the first major network carrier to do so, Why DOT and FAA shouldnt blame unruly passengers for violence on planes, Travel agent tips for a vacation world that MAY be opening for travelers, Follow the M.L. Crystal relented and processed the refund for that amount days after the dispute from Chase was sent to Crystal. Department of Homeland Security changed the deadline for REAL ID? Have an issue with deceptive hotel pricing, resort fees or timeshares? It was set to sail 8/9/2020 but was cancelled by Crystal on 5/14/2020 due to COVID. Others who waited received 25% bonus and airfare considerations. 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. Book now from $515! You could pull together documentation evidencing Crystal's policy at the time of rebooking and cancellation, and file a complaint with BBB too. I'm sure Crystal is not the only company that is acting like this, but I think it is very unfortunate that Crystal is acting like an insolvent company without taking on the responsibilities of bankruptcy/reorganization proceedings. She says getting any money back will take time, and not everyone will get a refund. 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. 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. 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. 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. 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. All we get are excuses for delays or no response on the reconciliation. Ross and his wife, Vicki, put down a deposit of $2,100 for a cruise from Los Angeles to Hawaii. We had disputed the charge with Chase, and they will cont. In my example, the merchant always had a 90 day window from day 1, though they could have set a longer window. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). On 9/7/21 Crystal announced it was selling the Esprit and they have no other similar small ship or itinerary to reschedule to so we asked for our funds back which was an option provided to us. Crystal thencancelled that cruise. Genting is now " suspending payments to creditors". Sorry, but its not a big fat check. 19952023, The Independent Traveler, Inc. I am doing exactly that. They don't seem to care about their customers. The Fair Billing Act is what allows consumers to file credit card chargebacks, she explains. 5waldos, January 31, 2022 in Crystal Cruises. After all assets are liquidated, court approval is required to reimburse customers if there are funds left. I received $2,786 refund for taxes and insurance on 5/15/2021. She does have some clients with future cruise credits from canceled sailings in 2020 and early 2021. Crystal extended its no-money down deposit window that it implemented in July 2020 as well as relaxed final payment policies. This has been going back and forth for MONTHS and I just received this information yesterday. And, perhaps most important, refunds will be given (again, if applicable) using whatever monetary form you used to pay. Now it is May 7, 2025. That hasnt been independently confirmed. All were hailed as best in their class. "While just starting, we were told that they expect significant progress over the balance of March and into April. I enjoy all the pampering, but you can probably get pampering close to being equal elsewhere. 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. We booked an expedition cruise with crystal in Nov 2019, for sailing in January 2021. The Federal Trade Commission is the place to explain your problem. Original sail date jan 6, 2021, changed to January sail date Jan 16. Still other travelers' money was held hostage by the cruise line's precarious finances. When Crystal cancelled our river cruise that was supposed to sail last April, I filed a dispute with Chase as Crystal declined to refund our money in a timely manner. We depart on 9/12/21 from Boston to Bermuda. Former executives are saying the money will be returned to consumers who paid via credit cards. Crystal did not say what those channels consist of. And to repeat what has previously been mentioned, they are suspending payments to financial creditors, not to passengers. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. Total per booking: Base rate per passenger ********* Tax $196.00 Total $3,895.00 per passenger
Would you settle for a credit instead of a full refund? Im singularly unimpressed. See details. They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. Started June 21, 2021, By Voices, experts and personalities on the right and the left. On 19-AUG-2021 Crystal submitted a final bill for $15,188.02. "Unfortunately, it's taken a lot longer than we would have liked. I was told I would likely receive a refund within 90 days. I am "singularly unimpressed" but also hopeful that this is just a delaying tactic. 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. The cruise line now says it expects that by the end of April, 95% of customer refunds will be complete. I am now being told it could take months to receive the refund. We are now at day 98, with no idea if and when well get our refund. 301 Route 17 N, Suite 1150, Rutherford, NJ One 85-year-old client managed to do just that, he said, offering the trip to a grandson. This cool kids outdoors club will introduce you to L.A.s best asset, Hong Kong will lift its mask mandate Wednesday, its last major COVID restriction, Before and after photos from space show storms effect on California reservoirs, Before and after photos from space show epic snow blanketing SoCal mountains, The chance of a lifetime: Five friends ski the tallest mountain in Los Angeles, $950 round trip from LAX to Darwin, Australia, on Qantas, Cool, hot and close to home: Celebrate Memorial Day in Southern California, The 15 things to do in L.A. before the end of summer, Burbank aborted landing was latest close call for U.S. flights. BBB Business Profiles are subject to change at any time. Catharine Hamm is the former Travel editor for the Los Angeles Times and became a special contributor in June 2020. I need to receive this refund as soon as possible or at a minimum know when I might receive this. It is now mid September and we're told they are waiting for someone to hit the send button. Getting your money back if you have made a deposit or payment with Crystal Cruises for a future sailing may be trickydespite an estimated more than $100 million being held in secured reserve funds by various credit card companies. I had to fight that as they originally said I only had until 12/21. Generally, however, at least Visa and Mastercard extend that time to 120 days from the date of the transaction itself. You will be able to leave a comment after signing in, By The merchant actually pays for that service through their fees, so theyre doing their part to protect me even when they fail. Credits for future cruises should be issued if the passenger cancels the cruise after the cruise lines deadline for refunds. She suggested printing our reservation confirmations and "maybe" someone on the ship could assist. (Credit card customers must dispute the charge within that time limit.). Crystal has held a significant portion of this money since 2018. Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. 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. Details per Confirmation #
Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Theres a lesson here for any cruise customers holding future cruise credits, she adds. CC Help Jenn Travel advisors this week expressed relief and concurred, saying that Crystal had recently accelerated the pace at which it is issuing refunds to their clients as well as commission to agencies. Healy acknowledged Crystal Cruises has limited assets.. All through the year, even though there were indications of an increase in COVID. Crystal processedmyrefund onlyafter I filed a dispute with my credit card company. None of us agreed to 90+ day wait for our refunds when we made our deposits. Any thoughts on this matter? Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Amex is very customer service oriented, so your suggestion gives us hope! Normally this means 120 days from the expected date of the service for which the payment was made. So- more paperwork to fill out. Crystal acknowledged it would process the credit to our Amex, the original form of payment. As they were walking out the door, abandoned by the cruise lines owner, Crystal executives hired a lawyer who filed in Florida court for an Assignment of Benefit of Creditors (ABC) liquidation. *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. It was a last-ditch effort to protect consumers, travel agents, employees, and vendors owed money. There is a number of threads already on this topic. Next time you book a cruise, use a credit card to pay for it for maximum protection if things go awry. Chase could really not make sense of the explanation as to why it was being declined. This content is only available to subscribers. (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). Started June 21, 2021, By 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. Many many threads about refund policy and actual hapenning already. 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. It said it continued to issue refunds. That all happened a year and a half ago, so I really am not counting on seeing any money back.. AZ International Auto Show & New Car Buyer's Guide 2020 Model Year, Your California Privacy Rights/Privacy Policy. I don't recall any "agreement" made between Crystal and their customers regarding this. Before entering the corporate world, Ned worked as a Public Health Engineer for the Philadelphia Department of Public Health. Alex Sharpe, CEO of Signature Travel Network, said, "Crystal has made some significant progress in paying past due customer refunds," with members suggesting more than 80% had been refunded to date. I did that after waiting 120 days and my representative at AE. That triggered a debt default of $2.78 billion. 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). -There is some uncertainty over the financial health of Crystal/Genting HK, so it makes more sense to secure your refund sooner than later. 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). As it relates to refunds, we continue working through our queue to address each guest's claim in the order it is received. 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. 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. . 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. Youll need to file a proof of claim and keep your fingers crossed. They cancelled the cruise. But yes, I finally did get all money back. But I'm feeling very optimistic about everything as are our clients.". Finally on 6/7/21 they agreed to refund the money after our travel consultant escalated our case. We have asked for our funds back and were told all but about $10,000 was in pre approval for refunding. 19952023, The Independent Traveler, Inc. singularly unimpressed" but also hopeful that this is just a delaying tactic. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. I did not cancel. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Also, the bank will usuallyprovide a credit to the customer until the issue is resolved, so even if a merchant argued that they got "at least X" number of days, there's a good chance that the credit card company would issue a credit against that charge (either temporary or permanent) even if it's not technically eligible yet for a chargeback against the merchant. Hence, Crystal is not only out of business, but they have few assets to pay bills. This was not part of the contract when we put our deposit down. Started August 27, 2021, By We had disputed the charge with Chase, and they will continue the dispute. Sounds like Crystal responded to your dispute in record time. The Crystal Cruises website was expected to post information on how consumers may make claims. Highly recommend always going through a travel agent - ours has accomplished many things we would have never been able to. Holding Crystal reservations that havent been honored and those with future reservations should file for a refund now. ", "I always knew that they'd do the right thing," she said. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. Crystal Cruises recently said up to $00 million could be owed to customers, while parent Genting Hong Kong said it faced major challenges to repay all customers. Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. Please remove the pre-departure test of vaccinated travelers returning to USA We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. itinerary changes, passenger cancellations, cabin concerns, etc. CC Help Jenn The portions of the fare covered by credit cards has been refunded but Crystal has not refunded the cash portion. CRUISES. Website launched for Crystal Cruises refund claims. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. 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. Well guide you through the process. 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! Started August 27, 2021, By 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. How to find the best blooms without the drama, Nature-curious? On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. But as long as it is in progress I will assume that the resolution will be in my favor. -The 90 day "guideline" is something Crystal just decided on their own. I'm in the same boat, see my post in the FCC topic started by JIM9310. Canceled on may 27, 2021. 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. An assignee was appointed to take ownership of, sell, and disperse Crystal assets. We waited patiently until the end of Aug, past the 90 Day mark. 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. 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. 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. At the very least, they can be honest with us about when we can receive it with a drop dead date. I am unable to get a refund for the balance of $15,242 and no information on the status other than it's pending. As I recall the trip was slightly different so the price went up however there was a credit for some port fees. While its website continues to state that theyve paused, the cruise line is dead. LauraS Your credit card company may be a friend, said Sam Kemmis, a travel rewards expert with NerdWallet.com, a personal finance website. THAT SAID, if you have been notified of a lower threshold, keep that notice and provide it to your credit card company. 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