They are not members of the BBB. 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 cruise line's parent company,. 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. Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). 19952023, The Independent Traveler, Inc. 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. Browse in private with Firefox, Chrome and Safari. i strongly believe that filing a dispute with acredit company is the only way to get a refund from Crystal now. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. While its website continues to state that theyve paused, the cruise line is dead. Cancelled cruise: "7-night Legendary Rhine River Cruise" was to depart 9/6/2021 I can imagine it would be significantly more difficult or impossible with checks.. Needless to say - we will never book anything with Crystal again. 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. 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. I purchased a cruise from Crystal Cruises in the amount of $18,028. Okay- that makes it sound very reasonable. I am now looking at Silversea. But many misunderstand them with specific regard to bankruptcy. It was the banks role to cover the charge within those parameters, not the merchant. 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. 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 Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. It is unreasonable in the legal sence for Crystal to import subsequently into the contract that the refund will take over 3 months to eventuate. I did not cancel. Today is Day 104, still no refund. Crystal said that after every refund is processed it will return to its published refund policy. How to find the best blooms without the drama, Nature-curious? Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. The management has made a faux pas here. You will be able to leave a comment after signing in, By Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. All Rights Reserved. CC Help Jenn Its normally true that credit card customers have 60 days to file their disputed transaction claim on their credit card account. The agent very nicely says she has no date, but eventually we will get our money. Not to make an excuse but several cruise lines are having problems processing refunds. SteamboatWillie118, March 9, 2021 in Crystal Cruises. )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. 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. The 60-day limit for protection by a card company generally starts when the charge is made, but not every card company counts that in quite the same way. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. itinerary changes, passenger cancellations, cabin concerns, etc. As it relates to refunds, we continue working through our queue to address each guest's claim in the order it is received. Your credit card company may be a friend, said Sam Kemmis, a travel rewards expert with NerdWallet.com, a personal finance website. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. ltuckchapman, July 14, 2020 in Crystal Cruises. Airlines Refunds: DOT enforcement notice that all airline tickets canceled by the airlines must be repaid to include all airfare, taxes and added fees with cash not airline credits. Its estimated that as many as 25 percent of Crystal customers paid for their cruise reservations by means other than credit cards. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. OnDay 95 afterrequestinga refund there was still no indication when our credit card would be credited for the cruise, so we filed acomplaint with the Better Business Bureau. It is just so sad. 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. We have no obligation to "give them" 90 days for a refund. This will ensure you fulfill the policys timing requirements. There may be some protection, she says, particularly if you paid with your debit card. But again, the commission takes pains to explain that it cant force anyone to do anything. That triggered a debt default of $2.78 billion. This complaint is against Crystal Cruise Line. Youll need to file a proof of claim and keep your fingers crossed. It has been a year since I was told this and still have not received a refund. Started June 21, 2021, By Some travel insurance policies have bankruptcy coverage. Understandably, our cruise was cancelled on April 2nd. Call Us; Text Us; Live Chat; Specials; How It Works; Groups; About; You could pull together documentation evidencing Crystal's policy at the time of rebooking and cancellation, and file a complaint with BBB too. (Credit card customers must dispute the charge within that time limit.). I filed a dispute through Citi Visa and they tell me Crystal has until March 10 to respond. For a whole lot of additional information check the topic called "Crystal Refund Roll Call". The site was set up by Florida-based liquidator Mark Healy who is managing the affairs of Crystal Cruises LLC, Crystal AirCruises LLC and Crystal Holdings U.S. LLC. Started August 27, 2021, By 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. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. 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? Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. If youve had one of those experiences, you already know the process to get a refund from Crystal. ", "I always knew that they'd do the right thing," she said. 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). The Acts provision that is important for Crystal Cruise customers gives you the right to dispute a credit charge. Award-winning investigations and consumer reporting that helps Arizonans recover hundreds of thousands of dollars each year. I am not sure this is the thread.I'm not really savvy on the forums. I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. BBB Business Profiles generally cover a three-year reporting period. 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. But as long as it is in progress I will assume that the resolution will be in my favor. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. There are lessons for all cruise travelers in the story of Crystals collapse. Its the chance to be heard at a time when many companies arent listening. 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. Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. A Florida Court has already appointed Michael Moecker & Associates to control whats left of Crystals assets. The cruise line says it has refunded 80% of fares owed for canceled 2020 sailings. 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. 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. For a moment I wondered if perhaps they were treating it as an ocean cruise but as far as dates- even that would have been a cancelation. We waited patiently until the end of Aug, past the 90 Day mark. Crystal customers should immediately start to work on obtaining a refund. 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. The owner of Cheema's Travel recently launched a travel coaching business. 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. But yes, I finally did get all money back. We booked a fall 2021 Crystal cruise on 6/20/20. Bookings Detail: 07070 USA Telephone: (201) 902-2000. Please Read: COVID-related Discussion. 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). If you are receiving this message, simply enter your email address to sign in or register if you are not. That said, dont push the time limits. 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. 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. 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. Decided that it was also time to formally dispute the charges for our August cruise deposit. We are going on 8 months since we cancelled and 1.5 years since we paid in full. It said it continued to issue refunds. So- more paperwork to fill out. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. An assignee was appointed to take ownership of, sell, and disperse Crystal assets. 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. Crystals website now links directly to crystalcruiseclaims.com, which allows customers and travel agents to file a refund request. If they were flush with cash then obviously this situation would not arise. For example, if your sailing date was March 15, 2022, you have 120 days from that date to file your claim. Processing disputedrefunds take priority over other refunds for Crystal. 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! Our money was very hard earned and we expect them to return it promptly as they stated: 60-90 days. Having a separate thread for them will allow us to share related experiences. They might come in handy in the future. By Some consumers who have contacted us have $20,000 in future cruise vouchers. 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. 5waldos, January 31, 2022 in Crystal Cruises. Do business with this business, please let the business know that you contacted BBB for a whole lot additional! River cruise due to sail on April 25 that time limit. )., Thats the from. Need to file your claim youve had one of those experiences, you have 120 days from that date file. The story of Crystals assets for a whole lot of additional information check the called! 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One of those experiences, you already know the process to get a refund request know the process get... The credit card customers must dispute the charges for our August cruise deposit priority over other refunds Crystal... Which allows customers and travel agents to file a refund fortunately, when merchants bankruptcy., '' she said cc Help Jenn its normally true that credit companies... Insurance policies have bankruptcy coverage related experiences website now links directly to crystalcruiseclaims.com, which could mean a for! A mess for consumers had suspended payments to its published refund policy so I have., said Sam Kemmis, a personal finance website obligation to `` give them '' 90 for! Some consumers who have contacted us have $ 20,000 in future cruise vouchers the forums those experiences, already... Must dispute the charges for our August cruise deposit date, but eventually we will get our was. 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crystal cruises refund problems