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'm in the same boat, see my post in the FCC topic started by JIM9310. Sometimes it is even better than insurance. If you purchased a travel insurance policy for your cruise, check to see if it has that covered. 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. The day after the payment, we received notification of an almost impossible task to get COVID documentation, which is different for each country. Crystals website now links directly to crystalcruiseclaims.com, which allows customers and travel agents to file a refund request. It may be necessary to go to your local bank branch to ask a branch office for assistance. Others who waited received 25% bonus and airfare considerations. We reviewed all of these requirements and decided it would be near impossible to fill out all these forms correctly. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. 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. 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. Your region selection will be saved in your cookie for future visits. 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 were caught in a vortex and feel as if we are being penalized for it. 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. Looking back I wish I would do it much sooner. Normally this means 120 days from the expected date of the service for which the payment was made. CC Help Jenn There is a number of threads already on this topic. 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. -Credit card company will only allow you to dispute (and charge back) charges that are within some defined time-frame (defined by the credit card companies and somewhat ill-defined since it has been modifying that policy without letting the customers knowthat's a topic for another discussion), so sooner you file for the dispute, more likely the charges are still not "too old.". 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. 301 Route 17 N, Suite 1150, Rutherford, NJ The Crystal Cruise bankruptcy is real. 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? So sorry to hear this. That includes Crystal Cruises, part of the Genting Group. But if you have a problem with a cruise, you have a problem. It has been almost one year. Push for your refund and name the Fair Billing Act, and the date of expected service, not when the charge appeared.. 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. Depressed now? Ditto if you purchased travel insurance through a third-party travel insurance company. Its sad.. Please Log in or, Register to post a comment. Question about refund - Crystal Cruises - Cruise Critic Community. So the net funds Crystal took was $35,356. Tracy Vaughan, SVP Global Trade Development at Visit Lauderdale, Marc Anderson CEO of Visit San Antonio speaks to Graham McKenzie in London about his city and IPW23, Graham McKenzie talks to Visit Floridas CEO Dana Young at #huddle23, At #huddle23 in West Palm Beach we speak to Lauren Pace of Visit Florida, Jane Cunningham, Director of European Engagement Destinations International, Kent Anderson of Kirk Mountain Adventures, Costa Group explores methanol sustainable cruising, Advantage Travel Partnership reports strong cruise holiday bookings, Call to raise Australia working holiday visa age limit, Website launched for Crystal Cruises refund claims. 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. I am "singularly unimpressed" but also hopeful that this is just a delaying tactic. Some cruise lines were (and are) overwhelmed with refund requests. The management has made a faux pas here. You will be able to leave a comment after signing in, By For a whole lot of additional information check the topic called "Crystal Refund Roll Call". I am doing exactly that. Please call American Express and a dispute can be filed. Crystal relented and processed the refund for that amount days after the dispute from Chase was sent to Crystal. Crystal is not the only one having problems. But dont get too excited. LauraS We had disputed the charge with Chase, and they will cont. 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. We have heard reports of former Crystal officials saying customers will be paid, but I take that with a grain of salt. On record-keeping, why do airlines play dumb with Congress? Very sad. For Crystal cruise customers who paid for their reservation by credit card, the Fair Credit Billing Act permits them to dispute their payment to Crystal for cruises that will never take place. That said, dont push the time limits. Started August 27, 2021, By But yes, I finally did get all money back. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. This may offer a solution to one of the two problems you have if youre frustrated about getting a refund. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. Have an issue with deceptive hotel pricing, resort fees or timeshares? I am in the same spot as you, Steamboatwillie, never having actually cruised on Crystal, but having 2 cruises cancelled. Stop Carnival Cruise Lines from illegally contaminating our oceans and air. 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). We heard nothing from Crystal Cruises regarding COVID in the European Union. It is sad for our entire industry as all boats rise with the tide, says Judy Perl, founder of New Yorkbased Judy Perl Travel, a bespoke cruise and land travel consultancy, and a member of the AFAR Travel Advisory Council. I suspect different banks may handle that differently if Crystal pressed a dispute of a chargeback. The cruise line's parent company,. Sorry, but its not a big fat check. I have called repeatedly. 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. Help Ukrainian Families in Need: World Central Kitchen Donation Match. Our cruise consultant was not able to provide any satisfactory answers so we requested cancellation for $15,188.02. . And BWIVincent- I will do the best I can to be absolutely clear but honestly- how much clearer can I be than you (Crystal) canceled my river cruise and now I want my money back? It took multiple tries and finally, a letter to their CEO, until things started moving in the right direction. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Can the company change their policy willy nilly, and the customer just has to accept it? Its estimated that as many as 25 percent of Crystal customers paid for their cruise reservations by means other than credit cards. If you paid cash for your cruise, ask your bank for help. CC Help Jenn The best guide in Arizona to getaways, concerts and the dining scene. Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. Call Us; Text Us; Live Chat; Specials; How It Works; Groups; About; 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. Always where shes going next. 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. These changes arent a done deal because this is, after all, the federal government. "While just starting, we were told that they expect significant progress over the balance of March and into April. Details per Confirmation # The report I issued earlier this summer has a number of recommendations that strike the right balance between providing consumers more protections but not proposing new requirements that are so difficult or expensive to implement., Refunds should be provided within 60 days if boarding is delayed by a day or more. She was born in Syracuse, N.Y., to a peripatetic family whose stops included Washington, D.C.; Honolulu; and Manila. When products or services werent delivered as promised it comes into effect. We have no obligation to "give them" 90 days for a refund. 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 told my TAI will not request a refund (they said I was not able to receive because I used a FCC) but I believe I am entitled to all the other benefits all the others booked on the cruise were offered. Would you settle for a credit instead of a full refund? Oceania further cements itself as a cruise line for foodies, bestowing the honor of Vista godmother on the celebrity chef and Tourism officials and suppliers say that the impact of the crisis on vacationing visitors has been minimal, if not nonexistent. And what about when they changed thatpolicy after the booking was cancelled, as is the case for me? I'd rather invest that money elsewhere. Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. Has anyone else had their dispute declined? 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. 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. Genting is now " suspending payments to creditors". Your credit card company may be a friend, said Sam Kemmis, a travel rewards expert with NerdWallet.com, a personal finance website. Crystal said that after every refund is processed it will return to its published refund policy. King Day of Service with a great tour of civil rights landmarks. Website launched for Crystal Cruises refund claims. She says getting any money back will take time, and not everyone will get a refund. Powered by Invision Community. This is unacceptable service and sets a very bad entrance for our 1st cruise. 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 were scheduled for a 3/29 Sailing from Hong Kong to Singapore. We we unable to reschedule in 2021 as the ship was fully booked so we were told we had to reschedule to 2022 which we did. I also endorse the suggestion to dispute the charges with the credit card company. The 60-day count begins when the statement containing the transaction is issued, not when the transaction was made. This has been going back and forth for MONTHS and I just received this information yesterday. The rule in the act says consumers have 60 days from the date the charge appears on their credit card to file dispute. (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). There may be some protection, she says, particularly if you paid with your debit card. 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. The two ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023, following extensive refurbishment. So, hopefully, I will get the deposit part refunded sometime. 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. Thus you may have more time than you thought, Kemmis said, but you dont want to tarry. 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. Unfortunately, in the case of Crystal, they seem to have very limited assets to liquidate to pay their bills. I am at approx 150 days with another line. 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. Processed the refund for that amount days after the dispute from Chase sent. Transaction was made contaminating our oceans and air concerts and the dining.. To file a refund a cruise, ask your bank for Help saved in cookie. Day of service with a grain of salt or timeshares am in the says! Threads already on this topic no obligation to `` give them '' 90 days for a credit of! May offer a solution to one of the two problems you have a problem Crystal Cruises - cruise Critic.... 27, 2021, by but yes, i finally did get all money back will take time and..., which allows customers and travel agents to file dispute things started moving in the European.! 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