I gave Crystal 3 weeks and then I contacted the credit card company. Book now from $515! Our goal is to maximize the recovery of assets and provide a claims process to creditors that allows them to realize the highest potential recovery regardless of the size of their claim, Healy said. But again, the commission takes pains to explain that it cant force anyone to do anything. I was told I would likely receive a refund within 90 days. "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. This will ensure you fulfill the policys timing requirements. #1 - 2256286 (myself & spouse) Its sad.. Amex is very customer service oriented, so your suggestion gives us hope! Theres also no direct transfer requirement the banks must fulfill. Today I was told they could not even estimate when I might receive a refund. Chase could really not make sense of the explanation as to why it was being declined. The Acts provision that is important for Crystal Cruise customers gives you the right to dispute a credit charge. It is just so sad. )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. If they violate that role while being wildly profitable, thats just as bad to me (and maybe worse) than the merchant that fails to deliver services during a crisis. Decided that it was also time to formally dispute the charges for our August cruise deposit. Browse in private with Firefox, Chrome and Safari. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. This is why I keep calling out the parts that are cardholder responsibilities. Started August 27, 2021, By So- more paperwork to fill out. I am now looking at Silversea. Powered by Invision Community. There are lessons for all cruise travelers in the story of Crystals collapse. I recently posted an FCC problem in the Guam to Singapore thread, subsequently realizing that a variety of FCC concerns are likely to occur over the coming months. Now it is May 7, 2025. This was not part of the contract when we put our deposit down. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. Crystals website now links directly to crystalcruiseclaims.com, which allows customers and travel agents to file a refund request. ITR is free to our subscribers. Welcome to Cruise Critic SteamboatWillie118. I'm in the same boat, see my post in the FCC topic started by JIM9310. I am doing exactly that. It is simply a matter of contract. On 6/3/2020 we cancelled that cruise and transferred the funds to another Crystal cruise sailing on 11/16/2021 Reservation number XXXXXXX. Write to catharine@catharinehamm.com. So, hopefully, I will get the deposit part refunded sometime. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. I received $2,786 refund for taxes and insurance on 5/15/2021. The financial problems of Crystal Cruises primarily came from the financial struggles of Crystals parent company, Genting Hong Kong. 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). 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. 2 complaints closed in the last 12 months. 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. Powered by Invision Community. They might come in handy in the future. 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. That a cruise line founded in the late 1980s, and one of the most prestigious brands in the industry, could just disappear seemingly overnight was mind-blowingeven given COVID-19 and its impact on the travel industry. Total per booking: Base rate per passenger ********* Tax $196.00 Total $3,895.00 per passenger The progress is critical to restore the confidence of our advisors and their customers and coincides nicely with the launch of cruising in July to/from the Bahamas.". 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 emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises' Covid-19 related cancellation policy. We have heard reports of former Crystal officials saying customers will be paid, but I take that with a grain of salt. They cancelled the cruise. I pay for every travel purchase, as well as my purchases of goods and services generally, by credit card. They cancelled the cruise. An yet there are still people making deposits for bookings in 2021, 22 and 23. Customer Reviews are not used in the calculation of BBB Rating. If I don't cruise before 12/21 I forfeit the 25% bonus and need to cruise by 12/22 when all other passengers have the ability to use both until 12/23. Crystal Cruises says it is suspending operations for its ocean and expedition ships through April 29, 2022, and river cruises through the end of May 2022. 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. 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. 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. Their actions should be known to the public. 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 don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. The contract # was XXXXXXX. But as long as it is in progress I will assume that the resolution will be in my favor. According to a filing with Florida's Dept. Crystal Cruises, LLC (Crystal) suspended operations for its Ocean and Expedition voyages through April 29, 2022. Genting is now " suspending payments to creditors". Ten days later, Crystal cancelled the cruise. It is unreasonable in the legal sence for Crystal to import subsequently into the contract that the refund will take over 3 months to eventuate. lying) about when you will get a refund. If Crystal is insolvent then to trade is a criminal offence. That said, dont push the time limits. For some reason I couldn't post the link. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back . Crystal just decided that the refund will take 30 days, then 90 days, and now more than 90 days. Sometimes it is even better than insurance. Theres a lesson here for any cruise customers holding future cruise credits, she adds. LauraS In essence, we paid $1000 for nothing from Crystal (I think Visa/AMEX calls it "Services Not Rendered"). 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. Also, I see no reason to wait 90 days or even 60 days to do so. 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. A friend of mine had his Regent refund in 7 days. 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. Hence, Crystal is not only out of business, but they have few assets to pay bills. You should do tests on private browsing mode. The remaining assetssuch as customer and travel agent databases, computers, and office equipmentdo not include the ships, which are owned by secured creditors. Sometimes working directly with the bank that issued the card may result in a longer grace period. Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. 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). The Chase advisor explained that there is a rule for 120 days from the //day of service// (i.e. The cruise line says it has refunded 80% of fares owed for canceled 2020 sailings. If you took the deal with Crystal, what you have now is a useless voucher. 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. But if you have a problem with a cruise, you have a problem. By 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. We booked a cruise with Crystal Cruise in April to tour Europe. We were told by Crystal Cruises this was all on us to navigate. 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. Crystal customers should immediately start to work on obtaining a refund. 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