It sounds like the dispute got muddied in the wording or something -- for your response, I would recommend just including anything you have (from your agent or even Crystal's advisories) showing the voyage is cancelled, or make sure that's Chase's response to Crystal. Total for both bookings: $15,580. 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? 19.2 FLIGHTS. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. Some travel insurance policies have bankruptcy coverage. Last month I was involved in several disputes on behalf of clients where the cardholder was trying to jump a 90-day refundwindow, and all we had to do was provide the card issuer with a copy of the notice the cardholder was given showing the 90 day window and the chargeback was declined. 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. 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. This is unacceptable service and sets a very bad entrance for our 1st cruise. You will be able to leave a comment after signing in, By Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. I am not sure this is the thread.I'm not really savvy on the forums. Whatever is happening is not good for consumers, Couch-Friedman says. But I'm feeling very optimistic about everything as are our clients.". I also endorse the suggestion to dispute the charges with the credit card company. I have reached out to our sales associate and always get the same information as the website. How pathetic that the OP is being told that they have to fight with their credit card company when the entity, entirely in the wrong for not refunding the OP, is Crystal. Powered by Invision Community. Voices, experts and personalities on the right and the left. Crystal has held a significant portion of this money since 2018. All we get are excuses for delays or no response on the reconciliation. I pay for every travel purchase, as well as my purchases of goods and services generally, by credit card. Crystal canceled their trip and offered them two options: a full refund to be returned in 90 days or a voucher for future travel for 125% of the cost of their cruise. Powered by Invision Community. Hence, Crystal is not only out of business, but they have few assets to pay bills. We booked a cruise with Crystal Cruise in April to tour Europe. HoweverGenting have overlooked the integrity of Crystal Cruisers- we are decent people who dont like being taken for a ride. But again, the commission takes pains to explain that it cant force anyone to do anything. Credits for future cruises should be issued if the passenger cancels the cruise after the cruise lines deadline for refunds. Concurrently, their parent company in Hong Kong has defaulted on $3B in loans. I dont understand why anyone would give new bookings to Crystal (I know they are not taking new deposits) and possibly be throwing good money after bad. 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. Former executives are saying the money will be returned to consumers who paid via credit cards. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. Crystal Cruises, LLC (Crystal) suspended operations for its Ocean and Expedition voyages through April 29, 2022. Its a more difficult situation, says Couch-Friedman. Our booking number is BK XXXXXXX. 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. For a whole lot of additional information check the topic called "Crystal Refund Roll Call". Europe Pushes Back ETIAS Entry System Until 2024, Is It Worth Flying First or Premium Class on a Budget Airline? So- more paperwork to fill out. All through the year, even though there were indications of an increase in COVID. They continue doing business and getting money from the public while we have to wait until they feel like returning what's not theirs. Share. Ten days later, Crystal cancelled the cruise. 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. Well guide you through the process. If you took the deal with Crystal, what you have now is a useless voucher. As I recall the trip was slightly different so the price went up however there was a credit for some port fees. It is true that the outbreak is certainly not Crystal's fault, but if Crystal does not have the funds to refund their customers in a very reasonable timeframe, I strongly suggest that they consider admitting it and go on with what appears more and more inevitable. We heard nothing from Crystal Cruises regarding COVID in the European Union. Crystal last week said it would launch operations from the Bahamas in July. Crystal is not keeping their word (i.e. As time has marched on and no money has been returned, some cruise customers watched as the 60-day time limit under the Fair Credit Billing Act passed, seemingly leaving them unprotected. Catharine Hamm is the former Travel editor for the Los Angeles Times and became a special contributor in June 2020. I will do my best to cross every T and dot every i. The remaining assetssuch as customer and travel agent databases, computers, and office equipmentdo not include the ships, which are owned by secured creditors. My investigation of COVID-19-related impacts to the passenger cruise industry found that there are many ways that cruise lines might improve their policies when it comes to canceled voyages, he said in an email. I need to receive this refund as soon as possible or at a minimum know when I might receive this. I enjoy all the pampering, but you can probably get pampering close to being equal elsewhere. Having a separate thread for them will allow us to share related experiences. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. 194 total complaints in the last 3 years. Best wishes. Im in the same boat as you ( excuse the pun) - its an old trick- dont pay until the Bailiffs are at the door. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises' Covid-19 related cancellation policy. The Federal Trade Commission is the place to explain your problem. 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. She was born in Syracuse, N.Y., to a peripatetic family whose stops included Washington, D.C.; Honolulu; and Manila. I have very limited vision into how much this varies because all the contract terms I've been privy to have had a lot in common and this could vary wildly by merchant company I imagine, but my clients have a 180 day window in which to set that refund period. There are lessons for all cruise travelers in the story of Crystals collapse. On 19-AUG-2021 Crystal submitted a final bill for $15,188.02. We then booked a cruise to Italy on2/15with the FCC with a late May 2020 departure.. You should do tests on private browsing mode. "Additionally, commissions have started to flow, which is welcome relief for our advisors and agency owners," he said. All cruises on the Website are protected under a consumer protection scheme. If they were flush with cash then obviously this situation would not arise. Thank you. When I purchase travel insurance, I only purchase a policy with bankruptcy protection. #1 - 2256286 (myself & spouse)
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. 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. All Rights Reserved. ", "I always knew that they'd do the right thing," she said. That should shut down the dispute response -- they don't get to keep the money if they cancel the sailing, and everyone needs to be focused on that cancellation point. Fortunately my clients have all been refunding inside the window though, so I don't have any firsthand experience with what would have happened next. As of February 16, there was no such information online. We are going on 8 months since we cancelled and 1.5 years since we paid in full. Exclusive sports coverage of Arizona high schools, Sun Devils, Suns, Cardinals and Diamondbacks plus access to USA TODAY Sports+ at no additional cost. Did you finally get your refund? We booked our 1st cruise ever with Crystal Cruises. Take a look at the findings of the report (bit.ly/cruisecomments); send your comments to secretary@fmc.gov. LauraS 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 am being told that because I used FCC to book the Italycruise that I only have until 12/22 to use the FCC. 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). That hasnt been independently confirmed. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. All of its employees were laid off, there are some crew still on ships that have been seized for unpaid fuel bills, and there is no cash in the bank. 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. Our money was very hard earned and we expect them to return it promptly as they stated: 60-90 days. 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. I did that after waiting 120 days and my representative at AE. Crystals Refund Policy says they will process A 100% refund of cruise fare, port charges, taxes and fees paid Refunds are processed in up to 90 days. Savvy on the reconciliation he said however there was a credit for some fees! Not arise they stated: 60-90 days getting money from the Bahamas in July best to cross every and. 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