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Posts posted by rwadam

  1. On 5/9/2021 at 2:13 AM, Texas Tillie said:


    I had "faith" (totally misplaced!) and didn't lodge a complaint with my credit card until it was too late. At this point I will wait to hear what the Caribbean cruises are like, what the 2022 schedule will actually look like and then will determine if I've "forgiven" Crystal!!



    Congratulations!  We were similarly situated and mine came through almost 1 year later.  Good luck in deciding.

    • Like 1
  2. On 4/30/2021 at 9:46 AM, crickette said:

    Re FCCs.  All of our cancellation statements indicate that the FCC (arising from the cancellation fees) will expire 12 months from date of cancellation.  I have seen nothing to indicate this date has been extended in any way.  Can anyone point me to the most recent info (in writing) on this, please?

    Mine expired and I just decided to let it go because I waited nearly a year for my refund and I just didn’t have the energy to worry about it anymore.  Why anyone would give Crystal a cent these days is bewildering to me but that’s just me.

    • Like 3
  3. On 3/21/2021 at 11:40 AM, RachelG said:

    So I haven’t posted about the Crystal refund issue here before, but I think now is the time.  I am a seasoned Regent and Silversea cruiser, with over 250 days on each.  I also have cruised on Oceania quite a lot. I scheduled 2 Crystal cruises before the pandemic began, one for April 2021 and the other for September 2021.  I did this mainly because friends raved about what a great product it was and how great their customer service was. 

    I was notified months ago that our April cruise was cancelled and immediately filed for a refund.  At the same time, the final payment for the September cruise was close to due.  I could not see throwing good money after bad, so cancelled this myself.  Still waiting for a refund on both.  I filed a dispute with Chase, and got some money back, but the very hefty deposits were done so long ago that they will not help.


    Contrast to Regent and Oceania, who both cancelled cruises.  I was refunded in less than 90 days with both.

      My husband, an attorney, is going to file suit against Crystal if we don’t get our money back by the end of this month.  This is ridiculous.  They need to give us back our money and now.  Needless to say, I will not be cruising on Crystal ever.

    Sorry to hear your experience — not unlike my own.  But I did get my refund the other day after 347 days.  People kept asking why I didn’t go through Chase, etc.  I tried.  Then some people made snarky comments about being able to afford a Crystal cruise, etc.  I can and I have taken many.  That’s not the point.  It’s about smart money management.  Well now they are about to start taking people’s money again as of April, I believe, for their 7 day Bahamas cruises and they have miraculously found money to refund people who have been waiting nearly a year.  I am so disappointed in Crystal.  Caveat emptor.

    • Like 1
  4. Hello,


    I received a refund of my deposit (less admin fees) for the cruise I canceled on April 5, 2020.  I believe it took 347 days.  I was hoping to make it before the one-year anniversary and I’m glad I did.  Thank you, SusiQft for your monitoring this thread and your work on this.


    I have no intention of cruising any time soon, with the slow roll out of vaccines worldwide and new coronavirus variants continuing to crop up around the world.  I also would be very hesitant to commit funds to a privately held foreign company again for the foreseeable future.  Caveat emptor.  However, to those who wish to do so I wish you all the best.  I hope that your future Crystal experiences live up to your past experiences.  Cheers.

    • Thanks 1
  5. 3 hours ago, SusieQft said:

    Some insurance companies do.  Of the three that I am aware of their current status on this, one does not insure for Crystal financial default and two do insure for it.  So I would ask and confirm this before buying insurance, and buy from a company that insures what you want to protect against.


    I agree that the Bahamas itineraries are tempting, and if I did not live so far away and have other plans for the summer I would be considering it.  I would point out that your deposit is not due until April 5, and final payment is not due until 60 days before sailing.  Under the current Crystal Confidence policy, admin fees are waived until 60 days when the penalties start, so other than waiting in line for a refund you would not be at risk until final payment.  So if you are worried about whether or not these segments will happen, you could book toward the end of the series and you would know if the early ones sail before your final payment is due.


    There is some hope for a turnaround in the refund situation with this announcement yesterday on the Crystal website:  

    www.crystalcruises.com/advisory-alerts/issuance-of-cruise-refunds .


    This comes after months of silence from Crystal on the subject, which hopefully means that they actually have something real to say and that the announcement is sincere.  If they do manage to catch up on 37% of the still outstanding refunds by the end of March, we should see an increase in refunds being posted on the Refund Roll Call thread.  So we should have some positive feedback on this before the deposit date of April 5.

    April 5 is, ironically, the date last year that I canceled my cruise and I’m still awaiting my refund, so I was very hopeful to see this!  Thank you for posting!

  6. 1 hour ago, Sdancer said:

    You are correct, I was wondering why after 90 days passed (a time-frame given by Crystal) but a promised refund was not processed, a dispute transaction with a credit card was not initiated by many? Thank you in advance for your reply.

    Different countries have different rules, different credit cards have different benefits and restrictions, and not everyone uses credit cards, believe it or not.

  7. On 1/27/2021 at 5:09 AM, voyageur said:

    I have been following this thread for months, as i wait for my refund for a cruise cancelled April 13... it is over 9 months of waiting.  Any time I inquire, the answer given is that 'it is still pending".  I guess I should be happy that they acknowledge that it is still visible, and possible.  I have dealt with 2 other cruise lines during this year, and this is the only company that hasn't kept their promised timelines. There seems to be no system or chronological order.  I'm getting very frustrated.

    I’m in the same boat, so to speak.  Refund requested on April 5.  I’m beyond the frustration point and just think we just have to wait and perhaps we’ll never see the refund. The last time I checked with my Crystal Cruise “consultant” in December I received a non-personal canned response that we’ve all seen, but then she did send me screen shots indicating the refund request is, at least, still “pending” after I followed up.  Now someone is going to ask me why I haven’t submitted a request through my credit card as if I hadn’t thought of that already.  Don’t give up hope but just know that it will probably be a long, long wait before you get your money back, if ever.  I’m sorry to hear your distress and so many others’.  I decided to focus more on other aspects of life, like staying healthy and getting vaccinated some day soon, hopefully.  Take care of yourself and know you’re not alone!

    • Like 1
  8. Hello and sorry for your frustration.  On the other thread most of the people who have received their refunds appear to have done so through credit card disputes, but for those for whom that is not an option (myself included unfortunately) there have also been some refunds.  I’m still awaiting my refund from my cancellation on April 5 but haven’t given up hope entirely.  I confirmed they are still listed as “pending” as of last week.  Best of luck to you.

    • Like 1
  9. 2 hours ago, Desert Cruisers said:

    If you are able to do so, file a dispute with your credit card company now.  We filed 60 days after cruise cancellation in late July and received permanent credit in early November.  Why are you waiting?

    As I stated in my post my bank didn’t come through for me.  I have stated repeatedly that disputing with a credit card company is not an option for everyone. My question is whether anyone is getting a refund from Crystal outside of these avenues.  Thanks.

    • Like 1
  10. Hi and Happy Thanksgiving to those in the States.  I wasn’t able to get help from my bank so I continue to wait for my refund for my cancellation submitted on April 5. It had been a couple of months since I checked in with my Crystal Cruise consultant and now she’s gone from “it looks like it should be any day now, check back in a week if you haven’t received it” to the canned response below. I’m wondering if anyone who isn’t able to get their deposits/payments through their bank will ever see their money again. And yes, I can afford it. For me it’s a matter of managing your money not whether I can afford a Crystal cruise. Anyway, trying to remain hopeful. Happy Holidays and stay safe. 

    “We recognize and understand your frustration as it relates to the processing of your refund. We ask for your patience that, given the voluntary suspension of cruise operations across our entire fleet into 2021, we are receiving an unprecedented number of claims that need to be processed individually. 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. All credit card processors are in a similar place and are affected by the sheer volume of refunds, which is further constraining the process and causing delays on their end as well.


    To date, Crystal has processed tens of millions of dollars in refunds and we continue working through our queue to address each guest’s claim in the order it is received. We recognize that we have not been able to meet our original good faith estimate up to 90 days and we sincerely apologize for this and ask for your understanding. 


    I do apologize for any inconvenience this has caused.”



  11. On 9/11/2020 at 8:14 AM, PAllinson said:

    So we cancelled our trip on the Endeavor for June 6, 2022 and requested a full refund after waiting for our refund we placed a dispute with our citibank mastercard on 9/3/2020. Crystal responded to our citi dispute claiming that the disputed amount was wrong, claiming that the correct amount was $1000 less than our deposit. I recontacted citi and informed them that the admin fee was supposed to be waved per Crystal's website and the dispute was re-initiated at the full deposit amount. Citi now wants us to authorize a chargeback so they can pull the money back from crystal's bank account. Conditional credit was applied until the chargeback funds received.



    Question, notwithstanding the admin fee in dispute did Crystal and citi confirm that the rest of your refund is now final? Thanks 

  12. 54 minutes ago, SusieQft said:

    Thank you.  I added "by check" yesterday (from what you said on 7/15) after the discussion about how the port taxes are refunded. I meant it to apply to the air fare, but did not "proofread" carefully enough.  Looking back at the few reported refunds on that tab of the spreadsheet seems to suppport @crickette's helpful information yesterday that the port taxes (and air fare) are indeed refunded by check rather than back to the credit card.

    I’m sorry I said my request was on March 5 but April 5 is correct. I’ve been cooped up so long due to the pandemic my sense of time is a bit off. I am still waiting but have been told that they are processing requests from the beginning of April by my Crystal rep. I hope to have some better news soon. Thanks very much for your work on this. 

    • Thanks 1
  13. 20 hours ago, caroak said:

    I don't understand why those that are waiting many months for refunds don't just file a credit card dispute and end the misery.  There's simply no reason not to and, as of late, seems to be the only way to get your refund.   Crystal's future sure does look precarious and glad I did it when the getting was good.

    It’s not an option for some people.  I’m glad it was for you and I hope you got your refund.

  14. On 8/24/2020 at 2:40 AM, Keith1010 said:


    Well I've ignored reading any thread about refunds but for whatever reason clicked on this one because it was a poll.


    You do know that the interval for refunds that was in place several months ago is very different from the one which people are experiencing today.  So while history is nice for someone who just cancelled their cruise the history is meaningless.  Also if someone cancelled three cruises at different time points what should they use for the poll?  First, second or third experience.


    It's sort of analogous to could you get toilet paper in the supermarket on March 25, 2019 versus March 25, 2020?  Same goes for Purell Hand Sanitizer.Nice to know about 2019 but totally irrelevant to the experience in 2020.  


    May I ask with all due respect what is the purpose of the poll?



    You keep saying you don’t read the refunds threads but keep chiming in on them. (I don’t care if do or not it’s a free country. )

  15. 4 hours ago, cruisr said:

    Just curious:  You have not filed credit card disputes for the two refunds due you?  You will definitely get them back if you file credit card disputes.  I don’t understand why you think Crystal having your money is better than you having your money and you want to continue waiting.

    It is not an option for everyone. 

  16. 4 hours ago, MBP&O2/O said:

    I am now on day 90 and today I received an email from my TA ..... attached was a copy of a letter from Crystal ... which says absolutely nothing.

    Copy ......

    Dear Valued Guest,
    As the Covid-19 virus continues to impact social and economic life around the globe, it also continues to impact Crystal Cruises more severely than we could have imagined. This global pandemic has also lasted much longer than anyone anticipated. In fact, the industry has again voluntarily suspended select Ocean cruises for ships carrying greater than 250 guests through mid-September, which means regretfully more cancelled voyages.
    Our policies have always erred on the side of our guests, as that is the philosophy of our brand. While some guests have taken our generous Future Cruise Credit offer, many guests have requested a refund at a higher percentage than expected.
    This steep volume has severely put our system under strain and delayed the process of refunds, which in a normal environment works efficiently and smoothly.


    Yeah sorry you’re only just now finding out.  This was sent a few weeks ago.  To catch you up, refunds are taking 140+ days now, some folks have been successful in getting charge backs from their credit card companies (if that is an option), and I believe all of 2020 has been cancelled so it will likely just take longer and longer from this point to get a refund, if they ever do come.  I’m still waiting as well.  Good luck.

  17. On 8/3/2020 at 5:47 PM, canadianINtexas said:

    We cancelled on April 3rd and, 120 days later, as of August 3rd, we are still waiting for the refund of our deposit on a 2021 cruise.   Fingers crossed we see a refund before September 3rd!   I'll keep you updated.


    I’m at 120 also.  It appears that some people are now getting refunds at around day 139 but it keeps stretching out so I think we’ll both be lucky to receive them by Sept 3.  Good luck!

    • Like 1
  18. 9 hours ago, ak1004 said:

    @Keith1010I agree with you. I guess when it comes to money, it reveals the worst out of otherwise normal and nice people. I'm sure we are all in the same boat. Personally I have absolutely no reason to believe that anyone gets preferred treatment in this unpleasant situation.


    For what it's worth, I'm very grateful to Keith for all the help and advice I got from him. People tend to have short memory, but I like give credit when someone deserves it.

    Well I hope many people continue to book with Crystal so they can rob from Peter to pay Paul and issue refunds to those of us who have been waiting months

  19. 5 minutes ago, Paulchili said:

    I have this feeling that cruising on Crystal may not be an option when all this is said and done. They sure don't act like a survivor or care about their past and future clients.

    I don't wish it on Crystal but they just don't instill enough confidence in them.


    They don’t care, and neither do the cheery folks who post things about food, etc. on this board. They’re rich or maybe Crystal gives them perks to post all that stuff.  Oh well.  I’ve been taking some wonderful non-cruise trips for the last couple of years and I was going to go back to Crystal, but after this never again.  All I can say is, if you care about your money, avoid booking on Crystal at all costs until this pandemic is over.  I really don’t believe they are going to make it at this point so you’re throwing your money away.  Just empty promises.  Sad.

    • Like 4
  20. Hello Susie and thanks for compiling this info.


    Scheduled sail date June 13, 2021

    I cancelled on March 5, 2020, requested refund of deposit (less Admin fee).  Was told in writing that the refund would be processed within 90 days.  I thought, whoa, that is a long time but ok fine.

    To date I have not received a refund.


    I was just thinking yesterday, oh good I should be getting that money back around next week, then I got the vague email yesterday.  Very disappointing.

    • Like 1
    • Thanks 1
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