$10,592. Exactly. Looking forward to your help with this. Healy acknowledged Crystal Cruises has limited assets.. It may be lost money. Whatever is happening is not good for consumers, Couch-Friedman says. Have a travel problem, dilemma or question? They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. 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. Theres also no direct transfer requirement the banks must fulfill. Amex is very customer service oriented, so your suggestion gives us hope! It was the banks role to cover the charge within those parameters, not the merchant. READ ALSO: Crystal customers with future cruise credits from canceled sailings will be even lower on the list. 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. 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 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). All Rights Reserved. The dispute resolution isnt necessarily going to be automatic. 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. 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 will probably be the canned response I got last year and Chase got as well every time we asked. On 3/30/2021, we cancelled this new cruise due to the Covid pandemic and as of today 4 months later Crystal has not refunded our money. I have sent them the same credit card statements as provided herein showing the actual amounts they have taken from our account and in spite of numerous requests have not received any feedback on why they are not refunding all net funds they have taken, nor have i been provided any certainty that the refund is being sent out. Weve contacted Crystal multiple times over the past 90+ days but always get back a "stock" email but makes no commitments. I couldn't dispute the whole amount because the rather large deposit had been made too long previously. Welcome to Cruise Critic SteamboatWillie118. Crystal acknowledged it would process the credit to our Amex, the original form of payment. 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. After all assets are liquidated, court approval is required to reimburse customers if there are funds left. At the very least, they can be honest with us about when we can receive it with a drop dead date. 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. Unfortunately, due to COVID, we postponed to January 2022. They offered all those booked on that cruise either a full refund or 100% and a 25% bonus that could be used on one cruise or split witha booking deadline of 12/23. On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. 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 . CC Help Jenn 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. Very sad. Ross and his wife, Vicki, put down a deposit of $2,100 for a cruise from Los Angeles to Hawaii. Please Read: COVID-related Discussion. 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. 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. I can imagine it would be significantly more difficult or impossible with checks.. Needless to say - we will never book anything with Crystal again. Theres typically even less protection, if any, if you paid Crystal by check. In fact, how a business responds to customer complaints is one of the most significant components of the BBB Business Rating. I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. Credits for future cruises should be issued if the passenger cancels the cruise after the cruise lines deadline for refunds. 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. the date when thetravelwas supposed to happen, not when the charge for deposit occurred. Well guide you through the process. Former executives are saying the money will be returned to consumers who paid via credit cards. Their actions should be known to the public. Denied boarding (bumping) compensation increased to a maximum of $1,550. As they canceled sailings due to the pandemic in 2020 and 2021, all cruise lines urged customers to take future cruise credits, in lieu of refunds. Powered by Invision Community. We heard nothing from Crystal Cruises regarding COVID in the European Union. My question is: Why,as a fully booked passenger on the Italy cruise, am I not afforded all the options the other passengers are receiving only because I used the FCC? 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. Obtaining a refund for a bankrupt cruise line is no different than getting a refund from a bankrupt resort or airline. I am now on day 120--and still no refund. Chase told me they cannot help me with the initial deposit part, since the charges, which were made in early 2019, is outside of their window. Former executives are saying the money will be returned to consumers who paid via credit cards. 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 said that after every refund is processed it will return to its published refund policy. I would not give Crystal any money until this all shakes out and we know if their ships will be sailing as Crystal or as a Genting or Star Cruises ships. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. Original sail date jan 6, 2021, changed to January sail date Jan 16. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. When calling they say it is pending. Your post probably should have been added to one already in existence. I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. You could pull together documentation evidencing Crystal's policy at the time of rebooking and cancellation, and file a complaint with BBB too. King Day of Service with a great tour of civil rights landmarks. They are not members of the BBB. . It said it continued to issue refunds. 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. That cruise was cancelled due to the pandemic. CC Help Jenn Award-winning investigations and consumer reporting that helps Arizonans recover hundreds of thousands of dollars each year. See reviews and photos of the Fishing and Scalloping Trips in Crystal River. 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. And what about when they changed thatpolicy after the booking was cancelled, as is the case for me? Well see what happens.. 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 is just so sad. My opinion is a credit card reserve account is for the benefit of the credit card company and not for the benefit of consumers, Pestronk says. That triggered a debt default of $2.78 billion. I am now looking at Silversea. Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? Submitting a response indicates a willingness to work with customers to make things right. ", "I always knew that they'd do the right thing," she said. 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 rule in the act says consumers have 60 days from the date the charge appears on their credit card to file dispute. Youll need to file a proof of claim and keep your fingers crossed. But dont get too excited. 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. 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. I will do my best to cross every T and dot every i. She was born in Syracuse, N.Y., to a peripatetic family whose stops included Washington, D.C.; Honolulu; and Manila. 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. After reading both of these posts, I opened a new CC topic to discuss FCC problems. The cruise in question must have more than 50 beds and must have originated from a U.S. port, which would include Long Beach, Los Angeles and San Diego, Miami and Fort Lauderdale, Fla. Details per Confirmation # We waited until Crystal cancelled our cruise (2 April 2020). Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. We even canceled 4 months in advance. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. Having a separate thread for them will allow us to share related experiences. Final payment due for a cruise to Germany & Austria. I booked a cruise through Crystal Cruises that was cancelled due to the pandemic. Canceled on may 27, 2021. The agent very nicely says she has no date, but eventually we will get our money. We were told by Crystal Cruises this was all on us to navigate. Before entering the corporate world, Ned worked as a Public Health Engineer for the Philadelphia Department of Public Health. That includes Crystal Cruises, part. 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. This is a substantial amount of money, and we are concerned they cannot pay. This may offer a solution to one of the two problems you have if youre frustrated about getting a refund. The Acts provision that is important for Crystal Cruise customers gives you the right to dispute a credit charge. I had to fight that as they originally said I only had until 12/21. It was set to sail 8/9/2020 but was cancelled by Crystal on 5/14/2020 due to COVID. We were told it would be 90 days to get a refund. Okay- that makes it sound very reasonable. If Crystal is insolvent then it is illegal for them to trade. International Association of Better Business Bureaus. 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. Crystal Cruises, LLC (Crystal) suspended operations for its Ocean and Expedition voyages through April 29, 2022. 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! We are now at day 98, with no idea if and when well get our refund. Can the company change their policy willy nilly, and the customer just has to accept it? 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. What you're saying is entirely reasonable. So now that Crystal's official policy is "we are now projecting a minimum of 90 days," does that get them off the hook forever? 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. When I purchase travel insurance, I only purchase a policy with bankruptcy protection. Yet this is misleading at best, fraud at worst. Something about the timing of the cruise which makes no sense. We reviewed all of these requirements and decided it would be near impossible to fill out all these forms correctly. These accomplishments have been achieved by working closely with our members, national media, the travel industry, the Department of Transportation (DOT), Congress and many other agencies. 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. 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