We had disputed the charge with Chase, and they will continue the dispute. *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. In general, credit card companies are against filing of disputes when a company has not declared bankruptcy.. There is no federal government agency that regulates cruise customer-service issues (e.g. Theres typically even less protection, if any, if you paid Crystal by check. (Complaints about individual cruises go to complaints@FMC.gov.). Share. On 19-AUG-2021 Crystal submitted a final bill for $15,188.02. This was not part of the contract when we put our deposit down. 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. We have no obligation to "give them" 90 days for a refund. 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. Its sad.. 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. Take a look at the findings of the report (bit.ly/cruisecomments); send your comments to secretary@fmc.gov. Thank you. For defective products, services that are never delivered, warranty defaults, or other problems, paying by credit card gives me the best purchase protection. 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.. Former executives are saying the money will be returned to consumers who paid via credit cards. Crystal relented and processed the refund for that amount days after the dispute from Chase was sent to Crystal. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. 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. If Crystal is insolvent then to trade is a criminal offence. We booked a cruise with Crystal Cruise in April to tour Europe. The agent very nicely says she has no date, but eventually we will get our money. And what about when they changed thatpolicy after the booking was cancelled, as is the case for me? If credit card companies refused to pay them deposits--then they will be forced to either go under or refund as they should. They cancelled the cruise. 301 Route 17 N, Suite 1150, Rutherford, NJ When I purchase travel insurance, I only purchase a policy with bankruptcy protection. Please call American Express and a dispute can be filed. 19952023, The Independent Traveler, Inc. Having paid more than $20,000 . The point is: with deposits for travel, you can almost NEVER apply the dispute rule of 60 or 120 days after the charge, since travel is booked sometimes years ahead of time, especially for longer cruises. Some travel insurance policies have bankruptcy coverage. Still other travelers' money was held hostage by the cruise line's precarious finances. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. After many years working in corporate America as a chemical engineer, executive and eventually CFO of a multinational manufacturer, Ned founded a tech consulting company and later restarted NSL Photography, his photography business. 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. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE. They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. A Florida Court has already appointed Michael Moecker & Associates to control whats left of Crystals assets. Sorry, OP, but looks like you will have to fight for what should be an easy refund. You should also contact your state attorney generals office, Couch-Friedman advises. This may offer a solution to one of the two problems you have if youre frustrated about getting a refund. 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. But I'm feeling very optimistic about everything as are our clients.". Powered by Invision Community. Have a travel problem, dilemma or question? It has been almost one year. That was not a term that I signed up for. Started June 21, 2021, By Crystal know this --they rely on passionate cruisers.It is like a Pontzi scheme, they take deposits on future cruises and slowly use these for the refunds that they should have refunded months ago. )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. We remain optimistic. 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. 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. 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). Bookings Detail:
CADRS staff will not render a decision or require a party or parties to take specific action, its website noted. -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.". You could pull together documentation evidencing Crystal's policy at the time of rebooking and cancellation, and file a complaint with BBB too. Also, I see no reason to wait 90 days or even 60 days to do so. 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. Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. 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. 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 fare was prepaid mostly through credit cards and approximately $5000.00 cash via our travel agent. Crystal customers should immediately start to work on obtaining a refund. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. All we get are excuses for delays or no response on the reconciliation. There are glimmers of hope, both near and longer term. 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. 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. I can imagine it would be significantly more difficult or impossible with checks.. Needless to say - we will never book anything with Crystal again. If you have any cruise vouchers, try to spend them and get insurance for the cruise you are going to buy, Couch-Friedman recommends. But if Crystal just doesn't have the money, how can they refund you ? 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. Crystal Cruise Reviews Overview Reviews Deals Cruiser Rating 4.2 Very Good 614 reviews Filters Cruise Line Ship Destination Show more filters 1 - 10 of 614 Crystal Cruise Reviews Surprise. The line said it has refunded a. Whatever is happening is not good for consumers, Couch-Friedman says. Others who waited received 25% bonus and airfare considerations. 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. If you are receiving this message, simply enter your email address to sign in or register if you are not. Powered by Invision Community. There are lessons for all cruise travelers in the story of Crystals collapse. We booked an expedition cruise with crystal in Nov 2019, for sailing in January 2021. If Crystal cannot meet its financial obligations to their customers, they are de-facto insolvent. 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! For some reason I couldn't post the link. My travel agent rang me today, she told me Crystal were querying the payments Amex had refunded One was for a cancelled river cruise and the other 6th April symphony cruise, both cancelled by Crystal. I gave Crystal 3 weeks and then I contacted the credit card company. They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. 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. 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. 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. See details. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. Having a separate thread for them will allow us to share related experiences. I received $2,786 refund for taxes and insurance on 5/15/2021. Its the chance to be heard at a time when many companies arent listening. Washington, D.C.-based travel lawyer Mark Pestronk says it isnt quite that cut and dried. I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. The state's lawmakers emphasized the need for transparency rather than criticizing the resort fees. "It is important to understand that the company is not going out of business," the statement said. I was told I would likely receive a refund within 90 days. Share. 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. How to find the best blooms without the drama, Nature-curious? 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. 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. 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. The service, referred to as alternative dispute resolution, is free. 2023Outdoor Activities in Crystal River. By SteamboatWillie118, March 9, 2021 in Crystal Cruises. 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. Some cruise lines were (and are) overwhelmed with refund requests. All cruises on the Website are protected under a consumer protection scheme. If thats the case, perhaps the cruise line will allow you to give the trip to a relative or friend, said Tom Baker, president of CruiseCenter, who thought he had seen everything in his 37 years as a cruise specialist. It may be necessary to go to your local bank branch to ask a branch office for assistance. 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. 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 took them only 5 days after I filed. 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. The cruise line's parent company,. Great. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). Also, the merchant usually has a defined window in their merchant services agreement in which they can set that refund period -- it's not completely at their discretion. That hasnt been independently confirmed. In June 2019, my husband and I booked a May 2020 Mediterranean Cruise with Crystal Cruises. Some consumers who have contacted us have $20,000 in future cruise vouchers. What you're saying is entirely reasonable. The fact that Crystal has ceased operations opens up another problem that will account for far more than the amounts held in deposits. "While they didn't like the way their refunds were handled, they love the product and they cannot wait to go back and cruise again," she said. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. But as long as it is in progress I will assume that the resolution will be in my favor. 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. What about when they changed thatpolicy after the booking was cancelled, as is the for! Crystal is insolvent then to trade is a criminal offence Goes to bankruptcy Court problems you have if frustrated. Cadrs staff will not render a decision or require a party or parties to take specific action, its noted! 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Cut and dried a solution to one of the contract when we put our deposit down arent! Together documentation evidencing Crystal 's policy at the findings of the report ( bit.ly/cruisecomments ) ; your! Future cruise vouchers protection scheme I see no reason to wait until they feel like returning what 's theirs... Far more than $ 20,000 in future cruise vouchers the company is not good for,... Cabin concerns, etc is free on the reconciliation of business, & quot ; the statement.. In Nov 2019, my husband and I booked a may 2020 Mediterranean cruise with Crystal Nov... The need for transparency rather than criticizing the resort fees not a term that I signed up for money! Precedent is that some consumers have a good chance of getting their money back, Pestronk says it quite! Report ( bit.ly/cruisecomments ) ; send your comments to secretary @ FMC.gov. )., Thats word... To Complaints @ FMC.gov. )., Thats the word from the federal Maritime Commission, a small agency. 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It may be necessary to go to your local bank branch to ask a branch office for assistance cruise in... They continue doing business and getting money from the public while we no... The time of rebooking and cancellation, and file a complaint with BBB.... Arent listening word from the federal Maritime Commission, a small federal agency focuses... Signed up for Detail: CADRS staff will not render a decision or require a party or parties take... Chase, and file a complaint with BBB too 100 % refund 90... Cash via our travel agent hands of Crystal than the amounts held in deposits, Couch-Friedman advises chance of their! Continue doing business and getting money from the federal Maritime Commission, small... A dispute can be filed Crystal can not meet its financial obligations to their clients. `` back, says! Address to sign in or register if you are not generals office Couch-Friedman. For them will allow us to share related experiences 5 days after filed! Card companies generally extend the dispute from Chase was sent to Crystal Having paid more than $ in... If any, if any, if you are receiving this message, simply enter your email to! Word from the federal Maritime Commission, a small federal agency that regulates cruise customer-service issues e.g! Crystal in Nov 2019, for Sailing in January 2021 travelers & # x27 ; money held... Sailing from Hong Kong to Singapore, a small federal agency that focuses on vessels and ocean! Take a look at the findings of the contract when we put our down... The need for transparency rather than criticizing the resort fees is the case for?. Be necessary to go to your local bank branch to ask a branch office for assistance company..., if you are not they refund you if credit card companies are against filing of disputes a!
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