Whether the suspension is extended a fifth time past Oct. 31 depends, presumably, on how the infection rate evolves over the next several weeks. Cruises. Related: 21 tips and tricks that will make your cruise go smoothly. Royal Caribbean spokesman Jonathon Fishman said “a majority” of that company’s refund requests are taking less than 30 days. “We have been getting a stunning amount of complaints from readers about this,” said Gene Sloan, senior cruise and travel reporter for The Points Guy, a travel advice site. All 2021-2024 Voyages by Ocean, River, Yacht & Expedition. Access the headquarters listing for Crystal Cruises LLC here. Problems with Product/Service. 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. Currently, numerous major cruise lines are selling cruises scheduled to depart South Florida ports in November and beyond. The Better Business Bureau gives MSC Cruises an “F” rating for the amount of unresolved and unaddressed consumer complaints, as well as the amount of time it has taken to respond to complaints. Additional resources for cruisers during the coronavirus outbreak: Featured image by Peter Bischoff/Getty Images. That includes Crystal Cruises, part of the Genting Group. Such a six-month window would be of little help to Knox or the thousands of other consumers angry that they don’t have their money back. 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. “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. They want their $13,000 back. This current 30-day restriction does not impact Crystal Cruises’ Ocean ships as both Crystal Serenity and Crystal Symphony are set to recommence sailing on April 21 and May 8 respectively. Related: Cruise executives say they are in no rush to return to service. Crystal Cruises LLC. A spokesperson for Crystal Cruises told The Arizona Republic in an emailed statement that it is “working systemically on refunds, and at this time, … Get updates on the coronavirus pandemic and other news as it happens with our free breaking news email alerts. 11755 Wilshire Blvd #900. “We have always been committed to honoring our contractual obligations with guests and travel partners, including the processing of refunds,” the line said. Like MSC Cruises, the Better Business Bureau also gave Crystal Cruises an F, citing its failure to respond to two complaints. Crystal Cruises, an ultra-luxury line with offices in Miami, is canceling trips on its much-anticipated AirCruise program. But cruise lines are doing a terrible job of communicating the situation to customers, and it’s causing real angst, It’s damaging their reputation and could cause long-term damage to their brands. (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. “My birthday was in May. At cruise giant Royal Caribbean and sister line Celebrity Cruises, for instance, the staff that handles refund requests is trying to get them processed in 30 business days (which works out to about 45 days). Sims said her in-house Crystal travel advisor had not responded to any of her queries about the refund. “Just keep bugging them,” he said. The company did not say how much cash it still had on hand. But the CDC has extended its order three times — from April 13 to July 15 to Sept. 30. Sloan said frustrated consumers seeking faster refunds have little recourse but to be patient. 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. At least two of every three emails I get from readers these days are about missing refunds.”. Connect with friends faster than ever with the new Facebook app. 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. 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. Show full articles without "Continue Reading" button for {0} hours. Refund and insurance paid for antarctica trip in dec 2020 for my wife and myself. The Company offers vessels for the transportation of passengers on the deep seas. 31, 2023, along with a refund of port charges, taxes, and fees, and air and hotel packages booked through Crystal. Find a Bargain Please choose a vacation type. “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. “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. Crystal Cruises’ Crystal Symphony experienced a propulsion problem during the Oct. 21 “Autumnal Adventure” cruise that forced the cancellation of the Oct. 23 port call in Quebec City and cruising in the Saguenay River.The problem was fixed, and the ship is scheduled to arrive in Halifax on Oct. 26 as originally scheduled. Still other travelers' money was held hostage by the cruise line's precarious finances. 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. “My children have all been on cruises, but I never had. 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? Crystal Cruises. Microsoft may earn an Affiliate Commission if you purchase something through recommended links in this article. It’s now been more than 100 days and the family is angry. Travel agents and their customers also expressed worries about refunds they were owed for canceled sailings, given Genting Hong Kong had stopped paying its creditors. Crystal Cruises LLC. Crystal Cruises says it’s ‘not going out of business,’ still processing refunds. This is useful in estimating the financial strength and credit risk of the company. She said she was so fed up she just filed a dispute about the charges with American Express. Together Crystal Symphony and Crystal Serenity enjoy a reputation as The World’s Most Awarded Luxury Cruise Line. “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. For more cruise news, reviews and tips, sign up for TPG’s new cruise newsletter. Problems with Product/Service. Still other travelers' money was held hostage by the cruise line’s precarious finances. In addition, it’s a joint venture partner in Resorts World Manila in the Philippines. Crystal will contact each guest with cancellation and compensation details directly. And when you do spend on dining, you should use a credit card that will maximize your rewards and potentially even score special discounts. Renters face rising prices in most South Florida cities. It also owns the Werften shipyard in Germany, where the first expedition ship for Crystal Cruises currently is under construction. 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. As well as applying the enhanced CLIA guidelines, Crystal Cruises will also reportedly deny boarding to any guests who have a temperature of 100.4 F or higher or show signs of respiratory issues. 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. 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. Cruise lines have been hit hard financially in recent months as they have temporarily shut down operations due to the coronavirus pandemic. ASK IRA: Has Erik Spoelstra yet to get to the point with Heat lineup? Some cruise lines were (and are) overwhelmed with refund requests. The voyages only are open to Taiwanese travelers. 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.”. 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. Business Profile. On curated voyages the world over, a commitment to contemporary luxury offers a superior level of personalized service, exceptional dining and all-inclusive amenities. Some families contacted Action 9 … That includes Crystal Cruises, part of the Genting Group. This is a big deal and a lot of money for people who have just lost their jobs. Granted, Crystal has a great product on the seas, but its Customer Service people are not very well trained. Told it would be Jul or Aug before I received it. 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. 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 … Since those cruises were paid in full, people are waiting for thousands of dollars in refunds. BOOK NOW & DEPOSIT LATER. 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. Months after the COVID-19 pandemic shut down cruising, customers are complaining that they still haven’t received refunds for prepaid fares and fees. 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.’. 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. Cruise industry publication Cruise Week on Thursday reported that the Genting Hong Kong announcement had spooked travel agents who sell Crystal voyages. “It’s a wonderful line, with a beautiful luxury product, but it has really dropped the ball on refunds in a way that is damaging its brand.”. The line hasn’t operated cruise departures since March, nor has Genting Hong Kong’s Star Cruises division. Crystal Cruise Reviews: See what 618 cruisers had to say about their Crystal cruise. Initial Viking River Cruises complaints should be directed to their team directly. These are the best credit cards for dining out, taking out, and ordering in to maximize every meal purchase. Los Angeles, CA 90025-1550. https://www.crystalcruises.com (866) 866-8025. “The refund ‘workload’ excuse from Crystal is hitting a nerve.” Related: When will cruises resume? ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Viking River Cruises Customer Service. 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.”. And the time after that, he was told within 90 days. Cruise lines willing to address criticism about the delays say they’ve been struggling to meet an unprecedented challenge. So I said, ‘Let’s do it.‘”. BOOK NOW & DEPOSIT LATER. 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 Cruise said refund would be applied to my credit card within 30-60 days. That includes Crystal Cruises, part of the Genting Group. Sims and three of her friends canceled a Crystal sailing on March 25 and are owed thousands of dollars from the line. In contrast to Crystal, American Express has been “amazing” in its response, she said. Why is it taking so much time to give it back? Some cruise lines were (and are) overwhelmed with refund requests. 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. ‘Whatever option our parent company pursues, it will allow Crystal to operate its business.”. | 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. 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. Told it would be Jul or Aug before I received it. Dolphins offensive coordinator focused on Bills finale before looking to future, Lincoln Project’s ads in Palm Beach County aimed at vacationing, TV-watching Trump, Second stimulus check updates: McConnell blocks Democrats’ bid to bring bill for $2,000 checks to immediate vote, Yes, snowbirds will be able to get a COVID-19 vaccine in Florida. With each extension comes new cancellations and new refund requests. Refund and insurance paid for antarctica trip in dec 2020 for my wife and myself. Now, several cruise lines are saying it could take up to 90 days for a refund. The payment was due from subsidiaries of the company related to new vessels, and the failure to pay the fees puts the subsidiaries into default, the company said. Royal Caribbean and its affiliated lines have canceled more than 1,500 sailings, “some on ships that carry 6,000 people,” he said. 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. Genting Hong Kong is the parent company of Crystal Cruises as well as two Asia-based cruise lines: Dream Cruises and Star Cruises. Florida drivers on list of top 10 worst-red light runners, Will anyone want to fly on Boeing’s retooled 737 Max? “We understand our guests’ frustration and we sincerely apologize to those who are affected by this situation.”. “As we’ve said before, the volume of cancellations is something we have never seen, and frankly, could never have imagined,” Chaimes said. Compare how recession-proof Crystal Cruises is relative to the industry overall. “They come in over our tips line and directly to me by email. 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.”. The e-mail is offering 115% future cruise credit but does not state that a refund is an option. We have canceled cruises for more than six months — from March through October — including the very busy spring break and summer vacation periods. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt. At cruise giant Royal Caribbean and sister line Celebrity Cruises, for instance, the staff that handles refund requests is trying to get them processed in 30 business days (which works out to about 45 days). This cruise was a rebook from my May 2020 cruise. Thanks to temporary card bonuses and changes due to coronavirus, you may even be able to score a meal at your favorite restaurant for free. A spokesperson for Crystal Cruises, Susan Robison, has told The Points Guy on multiple occasions that the line continues to process refunds as fast as … Harassed by guards and extorted by inmates, Jeffrey Epstein shared suicidal thoughts at NYC federal jail, One last go for Chan Gailey? The parent company of Crystal Cruises, one of the world’s best-known luxury lines, is in financial trouble. Business Profile. For those companies, the bureau’s site notes no examples of unaddressed complaints or delays in responding. But in its statement, Crystal suggested refunds for canceled cruises continued to be processed. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt . A spokesperson for Crystal Cruises, Susan Robison, has told The Points Guy on multiple occasions that the line continues to process refunds as fast as it can but has struggled with the sheer volume of refund requests. Find detailed reviews of all Crystal cruise ships and destinations. The Miami Herald reported Aug. 21 that the group had suspended payments to its creditors and is mired in $3.4 billion in debt . Crystal Cruise said refund would be applied to my credit card within 30-60 days. In early August, the cruise industry voluntarily extended its suspension of U.S.-based sailings to Oct. 31. 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. We have had problems with all six of our Crystal bookings over the years. 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. Cancellation Updates: Recent updates have been made to cancellation schedules and refund guidelines for various cruise lines. The parent company of Crystal Cruises, one of the world’s best-known luxury lines, is in financial trouble. SPONSORED: With states reopening, enjoying a meal from a restaurant no longer just means curbside pickup. Chris Chaimes, Carnival Cruise Lines’ chief communications officer, addressed the issues in an online discussion on brand ambassador John Heald’s Facebook page. “That’s a lot of refunds to process. This is a big deal and a lot of money for people who have just lost their jobs. In announcing that it had stopped making payments to creditors, the company said it hoped to negotiate a restructuring of its debt with the creditors. In an email, an MSC Cruises spokeswoman blamed refund delays on “extraordinary circumstances related to the COVID-19 pandemic.”. The announcement came two days after the company missed a 3.7 million euro payment of fees related to the construction of certain ships. Call us at 800-338-4962 or inquire about a vacation here. Available for all new and … 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 … We were all excited,” he said. “We annually sail more than 5 million guests. Crystal recently canceled all sailings through early January 2021. 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. “We are not fans of a business using our money as a zero-interest loan, even with the pandemic,” Sims said. Since those cruises were paid in full, people are waiting for thousands of dollars in refunds. Please check with your Vacations To Go cruise counselor for cancellation and refund policies for Crystal cruises. 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. That includes Crystal Cruises, part of the Genting Group. The company owed creditors nearly $3.4 billion as of July 31. “And we are just as troubled by the lack of communication from Crystal Cruises.”. Contact Information. It wasn't. The first time Ken Knox called MSC Cruises’ Fort Lauderdale headquarters to ask when his family would get refunds for the cruise that was canceled April 29, he was told within 30 days. 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.”. They said it will be special. “As it relates to refunds, we continue working through our queue to address each guest’s claim in the order it is received. 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. At a number of smaller lines such as Crystal Cruises, Silversea and Oceania Cruises, refunds are taking up to 90 days to process. 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. Determine whether Crystal Cruises grew or shrank during the last recession. Four small cruise lines already have gone out of business due to the coronavirus shutdown. 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. The greatest number of complaints coming into The Points Guy’s site, Sloan said, are about Crystal Cruises. 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. It was to be a postponed birthday celebration. Broward has a curfew, but will you really get a ticket if you’re out late on New Year’s? Available for all new and … But not everywhere. 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. She used The Platinum Card® from American Express to make the booking. “And call, don’t just email.”. One of the world’s best-known luxury cruise lines, Crystal Cruises, tried to assuage customer fears about its viability late Thursday by issuing a statement saying it wasn’t on the brink of shutting down. The next time he called, he was told the family would have its refunds within 60 days. Find detailed reviews of all Crystal cruise ships and destinations. “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. 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. All 2021-2024 Voyages by Ocean, River, Yacht & Expedition. CRYSTAL CONFIDENCE 3.0 SCHEDULES At a number of smaller lines such as Crystal Cruises, Silversea and Oceania Cruises, refunds are taking up to 90 days to process. That's the main reason for using the word incompetent. “The company’s remaining available cash will be reserved to maintain critical services for the group’s operations, while the company will endeavor to negotiate a holistic debt restructuring solution,” Genting Hong Kong said in a statement late Wednesday to the Hong Kong stock exchange. I’m seeing refund frustrations across multiple cruise lines on the message boards. 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. “We have canceled hundreds of cruises and provided tens of millions of dollars of refunds,” Robison said recently. 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 Cruises, Inc. operates luxury ships for luxury travelers. 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. 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.”. 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. WATCH: Look out! The refund fiasco really has put … 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. 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