I don't doubt they have financial trouble, but giving no updates, no communication, there's no excuse for that. 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. Unfortunately, due to COVID, we postponed to January 2022. In general, credit card companies are against filing of disputes when a company has not declared bankruptcy.. We were told by Crystal Cruises this was all on us to navigate. Some cruise lines were (and are) overwhelmed with refund requests. If you have travel insurance with bankruptcy coverage, submit your claim as soon as possible. Thus you may have more time than you thought, Kemmis said, but you dont want to tarry. 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. But many misunderstand them with specific regard to bankruptcy. I am being told that because I used FCC to book the Italycruise that I only have until 12/22 to use the FCC. Any thoughts on this matter? Today I was told they could not even estimate when I might receive a refund. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE - Crystal Cruises - Cruise Critic Community. There is a number of threads already on this topic. Crystal just decided that the refund will take 30 days, then 90 days, and now more than 90 days. i waited for100+days before filing my dispute. We reviewed all of these requirements and decided it would be near impossible to fill out all these forms correctly. All flights are subject to the airline carrier's terms and conditions Ten days later, Crystal cancelled the cruise. Copyright 2023 Northstar Travel Media, LLC. Great. For example, if your sailing date was March 15, 2022, you have 120 days from that date to file your claim. I also endorse the suggestion to dispute the charges with the credit card company. They cancelled the cruise. In the unlikely event of the Company's insolvency, appropriate measures shall be taken to refund any money the Customer has paid to the Company. We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. 19952023, The Independent Traveler, Inc. I am now being told it could take months to receive the refund. Genting's shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. Travelers Unitedis a nonprofit tax-exempt 501(c)(3) organization. As a well known corporate, travel and wildlife photographer, Ned travels the world writing about travel and photography, as well as running photography workshops, seminars and photowalks. Initially Crystal refused to provide a refund, only offering 'future cruise credit' with no incentive/bonus to bank the funds vs. taking a refund. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. We waited patiently until the end of Aug, past the 90 Day mark. 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 am unable to get a refund for the balance of $15,242 and no information on the status other than it's pending. Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. That triggered a debt default of $2.78 billion. Our booking number is BK XXXXXXX. They are not honoring their refund policy. International Association of Better Business Bureaus. We have no obligation to "give them" 90 days for a refund. Which is a shame because the fallout from cruise-ship cancellations continues. 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. 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. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. Voices, experts and personalities on the right and the left. That was one week ago. The Federal Trade Commission is the place to explain your problem. "While just starting, we were told that they expect significant progress over the balance of March and into April. 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. Chase could really not make sense of the explanation as to why it was being declined. 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. Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. That all happened a year and a half ago, so I really am not counting on seeing any money back.. 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. Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. Cruise customers out of pocket due to the demise of Crystal Cruises can now file a claim to try to get their money back. Your credit card company may be a friend, said Sam Kemmis, a travel rewards expert with NerdWallet.com, a personal finance website. A friend of mine had his Regent refund in 7 days. 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. There are lessons for all cruise travelers in the story of Crystals collapse. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. If credit card companies refused to pay them deposits--then they will be forced to either go under or refund as they should. Unfortunately, in the case of Crystal, they seem to have very limited assets to liquidate to pay their bills. LauraS By 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. Luxury cruise line Crystal Cruises shuttered its doors last week. Would you settle for a credit instead of a full refund? Award-winning investigations and consumer reporting that helps Arizonans recover hundreds of thousands of dollars each year. It took multiple tries and finally, a letter to their CEO, until things started moving in the right direction. Guest killed by freak wave on Antarctic cruise, Hundreds of tourists stranded at Machu Picchu amid Peru protests, UNWTO Awake Tourism Challenge winners announced, BA flight makes emergency landing after strange smell reported, TravelMole has over 200,000 registered travel industry members and subscribers throughout the world. 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. If you are receiving this message, simply enter your email address to sign in or register if you are not. Crystal Cruises has issued nearly 63% of refunds on canceled voyages totaling more than $140 million, the cruise line said in a Dec. 9 update to travel advisors, and will be processing refunds on . Her favorite place? 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. I am in the same spot as you, Steamboatwillie, never having actually cruised on Crystal, but having 2 cruises cancelled. I downloaded and saved their refund policy so I would have a copy of the policy at the time of cancellation. Original sail date jan 6, 2021, changed to January sail date Jan 16. I'm in the same boat, see my post in the FCC topic started by JIM9310. And when asked as to a time frame as to when the money would be refunded. Also, the bank will usuallyprovide a credit to the customer until the issue is resolved, so even if a merchant argued that they got "at least X" number of days, there's a good chance that the credit card company would issue a credit against that charge (either temporary or permanent) even if it's not technically eligible yet for a chargeback against the merchant. This may offer a solution to one of the two problems you have if youre frustrated about getting a refund. Some travel insurance policies have bankruptcy coverage. The cruise in question must have more than 50 beds and must have originated from a U.S. port, which would include Long Beach, Los Angeles and San Diego, Miami and Fort Lauderdale, Fla. Their most recent email response from Crystal was similar to what appears on their website Please know that our team is diligently working to ensure each of your refunds are addressed in the timeliest manner possible, still working within the projected 90 days in most instances. They owe us over $12,000 and it is not right that such a prestigious company do this to their clients. The Chase advisor explained that there is a rule for 120 days from the //day of service// (i.e. Its a more difficult situation, says Couch-Friedman. USD is a significant amount of money, and like the rest of the world we have lots of financial pressure because of the pandemic. I was told I would likely receive a refund within 90 days. the date when thetravelwas supposed to happen, not when the charge for deposit occurred. Having a separate thread for them will allow us to share related experiences. (Credit card customers must dispute the charge within that time limit.). 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. *In Canada, trademark(s) of the International Association of Better Business Bureaus, used under License. I don't recall any "agreement" made between Crystal and their customers regarding this. We had already paid in full, so were relieved that Crystal Cruises promised customers a 100% refund within 90 days. 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. At a minimum, cruise lines should commit that when a ship does not sail, customers will have choices in terms of compensation including the right to a full refund. 19.2 FLIGHTS. Bookings Detail: Normally this means 120 days from the expected date of the service for which the payment was made. For some reason I couldn't post the link. This will ensure you fulfill the policys timing requirements. The other card was through a credit union. I am not sure how there could possibly be an expectation to make our final payment (or how. 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. Powered by Invision Community. Please Log in or, Register to post a comment. Final payment due for a cruise to Germany & Austria. 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. 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. We are going on 8 months since we cancelled and 1.5 years since we paid in full. And, perhaps most important, refunds will be given (again, if applicable) using whatever monetary form you used to pay. 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