Submitting a response indicates a willingness to work with customers to make things right. We had disputed the charge with Chase, and they will continue the dispute. Luxury cruise line Crystal Cruises shuttered its doors last week. CC Help Jenn The line said it has refunded a total of $164 million to date and said it will complete 80% of outstanding commission payments by the end of April. We regret we cannot answer every inquiry. That was one week ago. This content is only available to subscribers. And if so- how long did it take? $10,592. 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. 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. CRUISES. Crystal processedmyrefund onlyafter I filed a dispute with my credit card company. Something about the timing of the cruise which makes no sense. 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. It was a last-ditch effort to protect consumers, travel agents, employees, and vendors owed money. 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. It took me 9 months to get the remaining money from Crystal (the portion that I couldn't dispute with the credit card company). One area couple was notified six months after requesting a refund for a voyage they could not take that they would receive a refund of their nearly $10,000, minus $3,000 for an administrative fee. Something about the timing of the cruise which makes no sense. But yes, I finally did get all money back. The Crystal Bach. We waited patiently until the end of Aug, past the 90 Day mark. You will be able to leave a comment after signing in, By 194 total complaints in the last 3 years. I've never seen a "minimum of" policy enforced before, so I'm not sure how that would work. Its sad.. Not like this is something that Crystal doesn't know that they are doing. 07070 USA Telephone: (201) 902-2000. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. Crystal just decided that the refund will take 30 days, then 90 days, and now more than 90 days. 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. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. Crystal Cruises is kaput, out of business. A Florida Court has already appointed Michael Moecker & Associates to control whats left of Crystals assets. I am now being told it could take months to receive the refund. Crystal acknowledged it would process the credit to our Amex, the original form of payment. Website launched for Crystal Cruises refund claims. Now it is May 7, 2025. I am doing exactly that. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises' Covid-19 related cancellation policy. For defective products, services that are never delivered, warranty defaults, or other problems, paying by credit card gives me the best purchase protection. 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. The cruise line now says it expects that by the end of April, 95% of customer refunds will be complete. Some travel insurance policies have bankruptcy coverage. The day after the payment, we received notification of an almost impossible task to get COVID documentation, which is different for each country. The state's lawmakers emphasized the need for transparency rather than criticizing the resort fees. I am not sure this is the thread.I'm not really savvy on the forums. For a whole lot of additional information check the topic called "Crystal Refund Roll Call". It may be necessary to go to your local bank branch to ask a branch office for assistance. CC Help Jenn 2023 Outdoor Activities in Crystal River: Check out reviews and photos of the Fishing and Scalloping Trips in Crystal River. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. We were caught in a vortex and feel as if we are being penalized for it. Followers 1. File a claim if it does. Take a look at the findings of the report (bit.ly/cruisecomments); send your comments to secretary@fmc.gov. Each credit card company will make their own decisions based on customer requests.. Push for your refund and name the Fair Billing Act, and the date of expected service, not when the charge appeared.. This complaint is against Crystal Cruise Line. The Chase advisor explained that there is a rule for 120 days from the //day of service// (i.e. Followers. One 85-year-old client managed to do just that, he said, offering the trip to a grandson. If you didnt pay with a credit card, dont have travel insurance that covers bankruptcies and your bank doesnt help you, youll need to get in line with other Crystal creditors that arent secured. 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. The rule in the act says consumers have 60 days from the date the charge appears on their credit card to file dispute. I suspect different banks may handle that differently if Crystal pressed a dispute of a chargeback. This cool kids outdoors club will introduce you to L.A.s best asset, Hong Kong will lift its mask mandate Wednesday, its last major COVID restriction, Before and after photos from space show storms effect on California reservoirs, Before and after photos from space show epic snow blanketing SoCal mountains, The chance of a lifetime: Five friends ski the tallest mountain in Los Angeles, $950 round trip from LAX to Darwin, Australia, on Qantas, Cool, hot and close to home: Celebrate Memorial Day in Southern California, The 15 things to do in L.A. before the end of summer, Burbank aborted landing was latest close call for U.S. flights. Question about refund - Crystal Cruises - Cruise Critic Community. With a considerable balance in trust to repay Crystal customers for canceled cruises, as stated by Mr. Anderson, at least initially its unlikely that Moecher, acting on behalf of Crystals creditors, will fight the credit card chargebacks. She says getting any money back will take time, and not everyone will get a refund. But if you have a problem with a cruise, you have a problem. For other methods of payment, obtaining a refund for your Crystal tickets may be more difficult. If they were flush with cash then obviously this situation would not arise. 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. Its a more difficult situation, says Couch-Friedman. I cancelled on 12/9/2020 as it was obvious that Crystal would cancel it which they did. #1 - 2256286 (myself & spouse) Catharine Hamm is the former Travel editor for the Los Angeles Times and became a special contributor in June 2020. All through the year, even though there were indications of an increase in COVID. 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. Sounds like Crystal responded to your dispute in record time. Please call American Express and a dispute can be filed. Original sail date jan 6, 2021, changed to January sail date Jan 16. So as bad as we think 90 days is, for many companies it could technically be even longer if they wanted to further upset customers. They have no authority over cruiselines. 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. 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. BBB Business Profiles may not be reproduced for sales or promotional purposes. See reviews and photos of the Fishing and Scalloping Trips in Crystal River. Started August 27, 2021, By It took multiple tries and finally, a letter to their CEO, until things started moving in the right direction. 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. 2022. Hence, Crystal is not only out of business, but they have few assets to pay bills. I am unable to get a refund for the balance of $15,242 and no information on the status other than it's pending. By alidor, January 20 in Crystal Cruises. Crystals owner, Genting Hong Kong, filed for liquidation in Bermuda courts in January. We even canceled 4 months in advance. Youll need to file a proof of claim and keep your fingers crossed. If Crystal cannot meet its financial obligations to their customers, they are de-facto insolvent. I did not cancel. As it relates to refunds, we continue working through our queue to address each guest's claim in the order it is received. 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. ltuckchapman, July 14, 2020 in Crystal Cruises. 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. What you're saying is entirely reasonable. Share. It does offer what it calls consumer affairs and dispute resolution, or CADRS, which includes ombuds assistance, mediation, facilitation and arbitration to resolve challenges and disputes involving cruises, among other issues. 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. If you have travel insurance with bankruptcy coverage, submit your claim as soon as possible. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. Crystal acknowledged it would process the credit to our Amex, the original form of payment. On 19-AUG-2021 Crystal submitted a final bill for $15,188.02. Would you settle for a credit instead of a full refund? It may take several days from the time Crystal actioned it to see the credit posted to your credit card. 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. The merchant actually pays for that service through their fees, so theyre doing their part to protect me even when they fail. It took them only 5 days after I filed. CC Help Jenn The Crystal Cruises website was expected to post information on how consumers may make claims. So sorry to hear this. Looking forward to your help with this. "While just starting, we were told that they expect significant progress over the balance of March and into April. 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? Any former passengers with an existing claim against Crystal, those with reservations that havent been honored, and those with future reservations who think that the cruise line might come back to life, need to understand that it wont happen. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. I purchased a cruise from Crystal Cruises in the amount of $18,028. It turned out to be a good premonition for us, says Perl. Also, I see no reason to wait 90 days or even 60 days to do so. Having paid more than $20,000 . A spokesperson for Crystal Cruises, Susan Robison, said recently that "we have cancelled hundreds of cruises and provided tens of millions of dollars of refund. They don't seem to care about their customers. LauraS Thus you may have more time than you thought, Kemmis said, but you dont want to tarry. It's not QUITE true that the refund period means nothing. Before entering the corporate world, Ned worked as a Public Health Engineer for the Philadelphia Department of Public Health. 301 Route 17 N, Suite 1150, Rutherford, NJ Nothing about refunding after months , and at their discretion. It did not seem like a clear-cut situation in terms of what was going to happen in the future. We booked a cruise with Crystal Cruise in April to tour Europe. 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 will be processing your refund." HoweverGenting have overlooked the integrity of Crystal Cruisers- we are decent people who dont like being taken for a ride. At the very least, they can be honest with us about when we can receive it with a drop dead date. Visit Neds Photography Blog and Galleries. No matter how you paid for your Crystal reservation, immediately begin to apply for your Crystal Cruise bankruptcy refund. 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.. Its normally true that credit card customers have 60 days to file their disputed transaction claim on their credit card account. Worked as a Public Health Crystal is not only out of Business, but they have few assets pay! That they expect significant progress over the balance of $ 15,242 and no information on the status other than 's... Like this is the thread.I 'm not really savvy on the status other than it 's QUITE... 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