That includes Crystal Cruises, part. I am now being told it could take months to receive the refund. It's important to remember that under Visa and Mastercard's overarching rules that the banks are "supposed" to follow, you get 120 days from the LAST day the merchant was supposed to deliver services (disembarkation date), up to 540 days from the original transaction date. Something about the timing of the cruise which makes no sense. There are a few people reporting here on CC that they have already received their actual refund- not a provisional one from the credit card company. Discover the worldin comforton Viking ocean cruises to Scandinavia, Mediterranean, Asia, Australia, the Americas or around https://www.travelweekly.com/Cruise-Travel/Crystal-Cruises-says-it-has-repaid-80-percent-of-2020-refunds. -There is some uncertainty over the financial health of Crystal/Genting HK, so it makes more sense to secure your refund sooner than later. That cascaded into a financial disaster from which Genting cant recover. It said it continued to issue refunds. We are now at day 98, with no idea if and when well get our refund. Take a look at the findings of the report (bit.ly/cruisecomments); send your comments to secretary@fmc.gov. Final payment due for a cruise to Germany & Austria. recommended it be done immediately and I gave her permission. 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. Depressed now? That includes Crystal Cruises, part of the Genting Group. Has anyone else had their dispute declined? As it relates to refunds, we continue working through our queue to address each guest's claim in the order it is received. Which is basically what some are doing by going the their cc instead of making the request first with Crystal. But yes, I finally did get all money back. Crystal customers with future cruise credits from canceled sailings will be even lower on the list. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises' Covid-19 related cancellation policy. So the net funds Crystal took was $35,356. 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? 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. 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. Submitting a response indicates a willingness to work with customers to make things right. Im singularly unimpressed. All of the river cruises are cancelled through late May. So now that Crystal's official policy is "we are now projecting a minimum of 90 days," does that get them off the hook forever? Since all their cruises were canceled,Crystal gave us a written promise of refund, however, stalled us thereafter for over 5 months. But dont get too excited. Denied boarding (bumping) compensation increased to a maximum of $1,550. Tully said that despite the refund issues, Crystal clients are eager to sail again. 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. Youll need to file a proof of claim and keep your fingers crossed. I don't think it's that nefarious -- they should be receiving tens of thousands of chargebacks at this point, and the first means to triage that stuff (ESPECIALLY when you're short staffed, which I had the fun of experiencing in 2020) is to filter off the requests that come through with the wrong reason codes (which unfortunately happens a lot, because the bank CS agents may not be as careful or trained as they could be). And try to confirm that Chase does the same. This content is only available to subscribers. 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. Luxury cruise line Crystal Cruises shuttered its doors last week. Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. 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. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. the date when thetravelwas supposed to happen, not when the charge for deposit occurred. i waited for100+days before filing my dispute. 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. 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. Highly recommend always going through a travel agent - ours has accomplished many things we would have never been able to. Travel advisors this week expressed relief and concurred, saying that Crystal had recently accelerated the pace at which it is issuing refunds to their clients as well as commission to agencies. Sorry, but its not a big fat check. I am not sure this is the thread.I'm not really savvy on the forums. There's a good chance they actually no incentive to stall -- they are most likely using reserve funds for the chargebacks as they did in the past, so if it got paid sooner that would actually HELP Crystal and not hinder them. You will be able to leave a comment after signing in, By The Federal Trade Commission is the place to explain your problem. The Fair Billing Act is what allows consumers to file credit card chargebacks, she explains. Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. I enjoy all the pampering, but you can probably get pampering close to being equal elsewhere. )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. Too many result in more funds being held by the CC company. So- more paperwork to fill out. Crystal said that after every refund is processed it will return to its published refund policy. Your post probably should have been added to one already in existence. Well guide you through the process. Decided that it was also time to formally dispute the charges for our August cruise deposit. I am now looking at Silversea. Crystal is not the only one having problems. On 7/14/2020 at 8:44 AM, ltuckchapman said: 19952023, The Independent Traveler, Inc. Beware of booking a cruise with Crystal Cruises. Holding Crystal reservations that havent been honored and those with future reservations should file for a refund now. 194 total complaints in the last 3 years. I had to fight that as they originally said I only had until 12/21. Crystal did not say what those channels consist of. Welcome to Cruise Critic SteamboatWillie118. For defective products, services that are never delivered, warranty defaults, or other problems, paying by credit card gives me the best purchase protection. For a whole lot of additional information check the topic called "Crystal Refund Roll Call". 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. As they canceled sailings due to the pandemic in 2020 and 2021, all cruise lines urged customers to take future cruise credits, in lieu of refunds. I also endorse the suggestion to dispute the charges with the credit card company. Here are 64 ways to enjoy L.A.s beloved getaway. 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. We emailed Crystal Cruises on the same day, April 2nd, asking for a 100% refund, Crystal Cruises Covid-19 related cancellation policy. 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. There is no clear pathway that we can set a consumer on who has a voucher.. Also, I see no reason to wait 90 days or even 60 days to do so. CC Help Jenn But the appeal was so much more than luxury, says Jack Ross, 75, a retiree in Miami who had booked his next Crystal cruise for May 2022. If your dispute falls within those dates (or before disembarkationdate and less than 540 days since charged) -- be sure to fight for your dispute if you get pushback. Crystal is not keeping their word (i.e. 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). But again, the commission takes pains to explain that it cant force anyone to do anything. Note that complaint text that is displayed might not represent all complaints filed with BBB. -The 90 day "guideline" is something Crystal just decided on their own. But many misunderstand them with specific regard to bankruptcy. Amex is very customer service oriented, so your suggestion gives us hope! Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. Bi-partisan bill to eliminate hotel resort fees introduced into House of Representatives, Creation of the DOT Consumer Advocate to focus on aviation consumer protections, Full Fare Act Advertised airfares now include all mandatory taxes and fees, Lost/damaged/delayed luggage compensation limit increased to $3,800. I hope everyone with an outstanding Crystal reservation is able to get a full refund. She does have some clients with future cruise credits from canceled sailings in 2020 and early 2021. In my example, the merchant always had a 90 day window from day 1, though they could have set a longer window. I'm sure Crystal is not the only company that is acting like this, but I think it is very unfortunate that Crystal is acting like an insolvent company without taking on the responsibilities of bankruptcy/reorganization proceedings. Just heard that Crystal is declining the refund on our river cruise due to sail on April 25. "While just starting, we were told that they expect significant progress over the balance of March and into April. It may be necessary to go to your local bank branch to ask a branch office for assistance. Please Read: COVID-related Discussion. Any thoughts on this matter? Crystal Cruises is kaput, out of business. I have called repeatedly. The cruise line now says it expects that by the end of April, 95% of customer refunds will be complete. Now it is May 7, 2025. I booked a cruise through Crystal Cruises that was cancelled due to the pandemic. For some reason I couldn't post the link. Happen, not when the charge for deposit occurred for a whole lot faith! 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