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Crystal Cruises LLC. Cruise lines willing to address criticism about the delays say they’ve been struggling to meet an unprecedented challenge. And when you do spend on dining, you should use a credit card that will maximize your rewards and potentially even score special discounts. Crystal Cruises. Sims and three of her friends canceled a Crystal sailing on March 25 and are owed thousands of dollars from the line. Three months after the federal government ordered cruise lines to shut down, thousands of customers can’t get their money back for canceled trips. Crystal Cruises says it’s ‘not going out of business,’ still processing refunds. Find a Bargain Please choose a vacation type. That includes Crystal Cruises, part of the Genting Group. Connect with friends faster than ever with the new Facebook app. Told it would be Jul or Aug before I received it. A spokesperson for Crystal Cruises told The Arizona Republic in an emailed statement that it is “working systemically on refunds, and at this time, … Sex, drugs and pickleball: What a 24-year-old filmmaker learned about growing old in the Villages, School principal asks judge for protection from alum: ‘I’m afraid for my life.’. “While we strive for an up-to 90-day turnaround, the reality is this has been challenging to achieve and that in quite a few cases, we have not been able to meet this original good faith estimate,” she said. MSC Cruises is one of numerous cruise lines having to field complaints from consumers angry about delays in receiving refunds from cruises canceled because of the coronavirus epidemic. The latest travel cancellation, change and refund policies Mar 18, 2020 Travel Weekly is providing links to supplier pages about bookings, schedules and other Covid-related info. Princess Cruises promised them a full refund of the missed days on the cruise beginning March 1, when the ship's itinerary began to change, plus a future cruise credit for 100% of missed time. How to book a cruise with points and miles, 21 tips and tricks that will make your cruise go smoothly, Cruise executives say they are in no rush to return to service, When will cruising resume? Why is it taking so much time to give it back? Whether the suspension is extended a fifth time past Oct. 31 depends, presumably, on how the infection rate evolves over the next several weeks. “Crystal keeps selling cruises, but there is a growing mistrust in me and my fellow cruisers still awaiting refunds,” Warnken told Sloan via email in early September. “And we are just as troubled by the lack of communication from Crystal Cruises.”. It’s a question that continues to clog cruise lines’ social media pages, review sections of websites operated by Yelp and the Better Business Bureau, and email accounts of consumer-focused travel websites such as The Points Guy. Some families contacted Action 9 … Now they’re battling with Crystal Cruises over a refund for the $30,000 they paid for a two-week Asian voyage that had been scheduled to set … It also owns the Werften shipyard in Germany, where the first expedition ship for Crystal Cruises currently is under construction. “Our top priority is making sure our guests are taken care of and that they are receiving refunds and future cruise credits in a timely manner,” he said. In an email, an MSC Cruises spokeswoman blamed refund delays on “extraordinary circumstances related to the COVID-19 pandemic.”. In contrast to Crystal, American Express has been “amazing” in its response, she said. The line initially promised a refund within 90 days. Please check with your Vacations To Go cruise counselor for cancellation and refund policies for Crystal cruises. For those companies, the bureau’s site notes no examples of unaddressed complaints or delays in responding. Months after the COVID-19 pandemic shut down cruising, customers are complaining that they still haven’t received refunds for prepaid fares and fees. When the pandemic forced the global cruise industry shutdown in March, cruise lines behaved as if they expected to resume operations within weeks and continued to book voyages scheduled after expected expiration of no-sail orders from the Centers for Disease Control and Prevention. Related: Cruise executives say they are in no rush to return to service. Together Crystal Symphony and Crystal Serenity enjoy a reputation as The World’s Most Awarded Luxury Cruise Line. The company owed creditors nearly $3.4 billion as of July 31. 31, 2023, along with a refund of port charges, taxes, and fees, and air and hotel packages booked through Crystal. But the CDC has extended its order three times — from April 13 to July 15 to Sept. 30. Contact Information. Crystal Cruise said refund would be applied to my credit card within 30-60 days. “As we continue to navigate the unprecedented situation the world is facing, we appreciate our guests’ continued patience and understanding, and we apologize for any delay that this has caused,” the spokeswoman said. “It is important to understand that the company is not going out of business,” the Miami-based line said in the statement. The line hasn’t operated cruise departures since March, nor has Genting Hong Kong’s Star Cruises division. She said she was so fed up she just filed a dispute about the charges with American Express. The voyages only are open to Taiwanese travelers. Contact your Sales Agent or our Customer Service department online, via email, or by phone at 1-800-427-8473 and ask about potential opportunities for flexible cancellation policies, rebooking opportunities and other options. Determine whether Crystal Cruises grew or shrank during the last recession. Crystal Cruises LLC. ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Viking River Cruises Customer Service. (Updated 12:48 p.m. EST) -- Cruise lines have temporarily suspended operations worldwide and altered future sailings in globally as the novel coronavirus (also known as COVID-19) continues to spread. At a number of smaller lines such as Crystal Cruises, Silversea and Oceania Cruises, refunds are taking up to 90 days to process. “We understand our guests’ frustration and we sincerely apologize to those who are affected by this situation.”. Luxury cruise line Crystal Cruises has assured customers that it was still processing refunds as quickly as possible and that the problems of its parent company Genting Hong Kong did not spell trouble for the Miami, Florida-based cruise company. Harassed by guards and extorted by inmates, Jeffrey Epstein shared suicidal thoughts at NYC federal jail, One last go for Chan Gailey? I have had many readers tell me they are done with this-or-that cruise line because of the way they have handled the refunds.”. Renters face rising prices in most South Florida cities. This is a big deal and a lot of money for people who have just lost their jobs. These are the best credit cards for dining out, taking out, and ordering in to maximize every meal purchase. She used The Platinum Card® from American Express to make the booking. The company’s Dream Cruises brand has recently resumed short sailings out of Taiwan with a single vessel, the 1,856-passenger Explorer Dream. Crystal Cruise Reviews: See what 618 cruisers had to say about their Crystal cruise. While the office cannot force cruise lines to provide faster refunds or any other kind of compensation, it can help consumers make contact with someone at the cruise line, which could expedite resolutions. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. It wasn't. Call us at 800-338-4962 or inquire about a vacation here. This is a big deal and a lot of money for people who have just lost their jobs. Find detailed reviews of all Crystal cruise ships and destinations. Royal Caribbean and its affiliated lines have canceled more than 1,500 sailings, “some on ships that carry 6,000 people,” he said. The Points Guy has received a significant number of complaints from readers in recent months about Crystal Cruises not sending them refunds for canceled trips. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt . “It’s been 135 days, and we have still had no resolution (i.e., refund), or any contact from Crystal Cruises,” one reader, Phyllis Sims of Baton Rouge, Louisiana, wrote us several days ago. Business Profile. “My birthday was in May. In addition, it’s a joint venture partner in Resorts World Manila in the Philippines. SPONSORED: With states reopening, enjoying a meal from a restaurant no longer just means curbside pickup. This is a manual process and, where our reservation and payment systems can handle a normal refund environment efficiently and smoothly, they were not designed to handle this volume in such a short period of time.”. I’m seeing refund frustrations across multiple cruise lines on the message boards. Cruises. In its statement, the company said it had been trying to raise more money, but “there is currently a lack of certainty as to the outcome of the fundraising exercise.”. In an Aug. 10 conference call with investors to discuss Royal Caribbean’s $1.3 billion net loss in the second quarter, Chief Financial Officer Jason Liberty said about half of all customers who booked cruises that were later canceled requested refunds rather than credits toward future cruises. The Federal Maritime Commission has proposed regulations that would require cruise lines to provide refunds within 180 days of any cancellations resulting from a government order or declaration, such as the CDC’s no-sail order. And the time after that, he was told within 90 days. The Better Business Bureau gives Royal Caribbean and Carnival its highest rating, A+, despite recording hundreds more complaints than the smaller MSC Cruises. Paid deposit of $18,049.5 including insurance on Nov 14, 2019, via Wayland Travel agency became mobile since then and canceled trip in May 2020 and requested refund. It wasn't. The cruise line is a subsidiary of one of the world’s largest container shipping conglomerates, Mediterranean Shipping Co., which operates a 560-vessel fleet out of 500 ports in 155 countries. Vaccine Q&A: Are flight attendants a priority? Told it would be Jul or Aug before I received it. Crystal Cruises, Inc. operates luxury ships for luxury travelers. Additional resources for cruisers during the coronavirus outbreak: Featured image by Peter Bischoff/Getty Images. Like MSC Cruises, the Better Business Bureau also gave Crystal Cruises an F, citing its failure to respond to two complaints. “And call, don’t just email.”. Problems with Product/Service. Related: How to book a cruise with points and miles. On curated voyages the world over, a commitment to contemporary luxury offers a superior level of personalized service, exceptional dining and all-inclusive amenities. Now, several cruise lines are saying it could take up to 90 days for a refund. Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities. Compare how recession-proof Crystal Cruises is relative to the industry overall. Crystal said in a recent statement to Travel Weekly, "In regard to refunds, we cannot give an exact date when specific refunds will be issued. The company did not say how much cash it still had on hand. At least two of every three emails I get from readers these days are about missing refunds.”. “The refund ‘workload’ excuse from Crystal is hitting a nerve.” Related: When will cruises resume? ‘Whatever option our parent company pursues, it will allow Crystal to operate its business.”. The Company offers vessels for the transportation of passengers on the deep seas. Refund and insurance paid for antarctica trip in dec 2020 for my wife and myself. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. This is useful in estimating the financial strength and credit risk of the company. ASK IRA: Has Erik Spoelstra yet to get to the point with Heat lineup? Cruise industry publication Cruise Week on Thursday reported that the Genting Hong Kong announcement had spooked travel agents who sell Crystal voyages. Knox, a resident of Tucker, Georgia, says he can’t imagine that MSC Cruises is having a cash-flow problem that would prevent it from processing refunds faster. Susan Robison, Crystal’s director of global public relations, said in an email that the company has canceled hundreds of cruises and refunded tens of millions of dollars. Broward has a curfew, but will you really get a ticket if you’re out late on New Year’s? So our guests can easily do the math with regard to the millions of cancellations we have had to process (and continue to process).”, He blamed “small pockets of refunds” yet to be issued from spring cancellations on “some back end technical glitches where the refunds were literally stuck in a queue that we could not see.”, As a result, “we have had to go in and manually pull, sort and process them,” he said, adding “these were mostly transactions where guests had used multiple forms of payment or some group bookings.”. Los Angeles, CA 90025-1550. https://www.crystalcruises.com (866) 866-8025. All 2021-2024 Voyages by Ocean, River, Yacht & Expedition. The parent company of Crystal Cruises, one of the world’s best-known luxury lines, is in financial trouble. A line-by-line guide, Why you shouldn’t expect bargain-basement cruise deals anytime soon, How to cancel or postpone a cruise due to coronavirus, Some of the year’s hottest new ships could be delayed, Stream these 13 movies, television shows to get your cruise ship fix, credit card that will maximize your rewards. Some cruise lines were (and are) overwhelmed with refund requests. She added that the cruise line has looked into Knox’ group booking “and can confirm the refund has been processed and should be returned to him within the coming days.”. Now extended through December 2021, Crystal Confidence 3.0 offers both relaxed cancellation terms and a final payment of 60 days prior to first day of service for all new and existing bookings. They said it will be special. We have canceled cruises for more than six months — from March through October — including the very busy spring break and summer vacation periods. It’s now been more than 100 days and the family is angry. Royal Caribbean spokesman Jonathon Fishman said “a majority” of that company’s refund requests are taking less than 30 days. “They come in over our tips line and directly to me by email. Some cruise lines were (and are) overwhelmed with refund requests. I’m seeing refund frustrations across multiple cruise lines on the message boards. With a new zero money down 90-day option window, reduced deposits, closer-in final payments and relaxed cancellation terms, Crystal’s newly enhanced Crystal Confidence 2.0 invites travelers to dream big and plan their future travels with total confidence. Like us on Facebook to see similar stories, Fact check: COVID-19 vaccine 'morally acceptable,' Vatican says but some claims missing context, Trump angered by Mar-a-Lago renovations, sources say. Cruises. The greatest number of complaints coming into The Points Guy’s site, Sloan said, are about Crystal Cruises. “As we’ve said before, the volume of cancellations is something we have never seen, and frankly, could never have imagined,” Chaimes said. “This could be the catalyst for agents and their clients to think twice about putting down deposits or final payments” for Crystal trips, it quoted one top travel seller as saying. That's the main reason for using the word incompetent. Show full articles without "Continue Reading" button for {0} hours. If passengers have paid their full fare more than 60 days prior to departure, and cancel their booking, a full 100% refund will be issued. The parent company of Crystal Cruises, one of the world’s best-known luxury lines, is in financial trouble. Genting Hong Kong is the parent company of Crystal Cruises as well as two Asia-based cruise lines: Dream Cruises and Star Cruises. All 2021-2024 Voyages by Ocean, River, Yacht & Expedition. But in its statement, Crystal suggested refunds for canceled cruises continued to be processed. This cruise was a rebook from my May 2020 cruise. Talk of a possible collapse of Crystal Cruises was swirling on Thursday among travel agents and cruisers after the line’s parent company, Hong Kong-based Genting Hong Kong, disclosed that it had stopped making payments to creditors. Microsoft may earn an Affiliate Commission if you purchase something through recommended links in this article. CRYSTAL CONFIDENCE 3.0 SCHEDULES Available for all new and … 11755 Wilshire Blvd #900. Crystal will contact each guest with cancellation and compensation details directly. Get updates on the coronavirus pandemic and other news as it happens with our free breaking news email alerts. The e-mail is offering 115% future cruise credit but does not state that a refund is an option. The topic of cancelled cruise refunds has been hotly debated and a source of much upsets fro cruise passengers and, hopefully, this will help you understand the challenges, issues and process better – and make getting your refund simpler. Initial Viking River Cruises complaints should be directed to their team directly. After all, Knox said, the cruise line wasted no time taking his seven family members’ money for the seven-day Caribbean voyage scheduled to depart PortMiami on June 13. “We annually sail more than 5 million guests. The company is contending with a sharp loss of revenue due to the coronavirus crisis. In addition to posting complaints on Yelp, the Better Business Bureau’s site, or cruise lines’ social media pages, frustrated consumers can also file complaints with the Federal Maritime Commission’s Office of Consumer Affairs and Dispute Resolution Services at https://www.fmc.gov/resources-services/cruise-passenger-assistance. Now, several cruise lines are saying it could take up to 90 days for a refund. The cruise would have been Knox’s first, he said. “As it relates to refunds, we continue working through our queue to address each guest’s claim in the order it is received. Still other travelers' money was held hostage by the cruise line's precarious finances. Crystal Cruises, an ultra-luxury line with offices in Miami, is canceling trips on its much-anticipated AirCruise program. I received an e-mail from Crystal overnight that my April 2021 has been cancelled. Susan Robison, Crystal’s director of global public relations, said in an email that the company has canceled hundreds of cruises and refunded tens of millions of dollars. “My children have all been on cruises, but I never had. | Opinion, ‘Below Deck’ captain Lee Rosbach shares news of son’s death, As Trump leaves office, South Florida is poised to become his new ‘MAGA’ capital. The announcement came two days after the company missed a 3.7 million euro payment of fees related to the construction of certain ships. Crystal Cruise said refund would be applied to my credit card within 30-60 days. Sloan said frustrated consumers seeking faster refunds have little recourse but to be patient. For more cruise news, reviews and tips, sign up for TPG’s new cruise newsletter. That includes Crystal Cruises, part of the Genting Group. 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