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Crystal Refund Roll Call


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1 hour ago, Benita said:

within 536 days of payment- about  a year and a half

Actually 536 days is LESS than a year and a half.  If you are close to the wire on this, be sure to check the dates carefully.  The date calculation function in the Windows 10 calculator app is very helpful for this.

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52 minutes ago, SusieQft said:

Did they do this because Crystal approved that part of the refund, but not your part?  Or did they allow her to withdraw the temporary credit?

It appears Crystal did approve hers right away and not mine.  Her credit was temporary only briefly and then “resolved.”  No possible explanation for why ours were treated differently as they were exactly the same charges for the same amount on the same dates.  Maybe someone made a mistake.  Now we have to wait for many months for the remainder to be refunded - the charges that were over 18 months ago.  Lesson learned is not to book so far in advance.

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4 hours ago, juicyjuju said:

Thank you. I emailed my TA to get the date she requested the refund. 

I meant you have 536 days to dispute the charge with the credit card company from time you  paid the cruise line. 

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2 hours ago, SusieQft said:

Actually 536 days is LESS than a year and a half.  If you are close to the wire on this, be sure to check the dates carefully.  The date calculation function in the Windows 10 calculator app is very helpful for this.

Right you are, especially if there is a leap day. That is why I wrote”about” a year and a half.  I type into “google” 536 days before June 8, 2020 and Dec 20, 2018 pops up. 

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As individuals who believe in honesty and openness, we are making this post because we have accused Crystal recently of not responding to customers' emails.  We had not received a reply from anyone at Crystal for more than a month, but we received the reply below this evening, so we want the record to be clear -- Crystal still is responding to its customers.  The facts and figures in their response are questionable, however.  

 

We appreciate your email to the office of President, Mr. Tom Wolber, in regards to your refund status. We are responding on his behalf.  We thank you for the feedback associated with the Crystal Roll Call page on Cruise Critic.  The facts and figures mentioned in your email have not been confirmed, therefore, I cannot speak to the validity of their accuracy.  We have been following a methodical and orderly process to the refund queue; to my knowledge, Crystal is not giving special considerations.

 

In regards to the disputes, we know guests have the liberty to file a dispute and ultimately the banking institution will process those and make the determination.   I show your cancellation dates to be different than March 13 as indicated below.  You are actively in queue; and our records show cancellation dates of March 31 and April 13, respectively. Crystal will refund when those cancel dates are reached. The same method of payment will be used to provide your refund which in your case is via credit card. I want to reassure you that Crystal remains committed to honoring our contractual obligations with you, our guests and our partners, including the processing of refunds.

 

We sincerely apologize for the delays and thank you for your understanding.  It will take some more time and so we appreciate your patience.

 

Kind regards,  

Violet Bianchi

Special Assistant to the Office of the President 

 

Our response:

 

Thank you for the reply, Ms. Bianchi.  We have no choice but to be patient.  And we have no idea how Crystal might have come up with cancellation dates of March 31 and April 13.  It was Crystal Cruises that canceled our cruises on March 13.  We rebooked both cruises on March 24 using our FCC and paying an additional deposit, so the separate cancellation dates you cite obviously are in error.  But what recourse do we have?  We realize we are at the mercy of your flawed system and/or inept staff. 
 
As we have mentioned numerous times, your deceitful refund policy is shameful.  We expected much better treatment when we rebooked our cruises almost six months ago.  We truly regret not taking the 100% refund and filing a dispute with Amex, but we made the mistake of trusting that Crystal Cruises was a reputable company.  We continue to believe that Crystal has an excellent product on the seas, but the shoreside operation is a total failure. 
 
Edited by seattleskibums
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Opened dispute on 9/1/20 with Chase  for cancelled cruise May 28 , scheduled August 19,2020;  after waiting over 90 days. Received permanent credit today for the final payment.  Deposit  (6+K), paid more than 538 days back is  pending (Chase would not dispute it). 

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There is zero rhyme or reason to anything Crystal says about refunds.   I learned my lesson after 130 days.   File a charge back with your CC, I really think its the only way I was refunded.   Sorry Crystal, but you lost me on anything you say going forward in regards to this topic.   This is a fascinating study in how poor communication and an absent CEO can sink a company.

Edited by avalon1025
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13 hours ago, seattleskibums said:

...

  I show your cancellation dates to be different than March 13 as indicated below.  You are actively in queue; and our records show cancellation dates of March 31 and April 13, respectively. Crystal will refund when those cancel dates are reached.

...,

Kind regards,  

Violet Bianchi

Special Assistant to the Office of the President 

 

 

 

Wolber's assistant has effectively contradicted her boss's formal press release (quote: we are now projecting a minimum of 90 days for refunds through the summer).  I doubt he is amused.

 

You +/-180 days is double Wolber's estimate.  We all understand your frustration.

 

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15 minutes ago, crickette said:

Wolber's assistant has effectively contradicted her boss's formal press release (quote: we are now projecting a minimum of 90 days for refunds through the summer).  I doubt he is amused.

I don't see the contradiction.  She is saying that they are still working on March cancellations, and have not yet reached March 31.  That is well over the 90 day minimum.

 

With just a few exceptions, they seem to have seriously started on March cancellations in June after they reached 90 days.  It has been 3 1/2 months from the "90 day" mark when they started on March, and they are still working on March.  Meanwhile, quite a few April cancellations have also been refunded.  They are not going in the order of the "queue."

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Thank you to everyone for the helpful information on securing refunds during this most unusual time.

My husband and I cancelled a December 2020 Symphony cruise on June 23, shortly before the final payment was due. Crystal subsequently cancelled the cruise. On September 1st, we filed a charge-back request with Chase, and a temporary credit was issued on our card. Yesterday we received an email from Chase with a letter from Crystal crediting our card for the "full disputed amount." Crystal kept a $200/pp administrative fee, which we have a year to use if we book a future cruise.

Mary

Travel Blog: https://www.themodernpostcard.com

 
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A quick informational question:

 

Does there seem to be a difference in timing between refunds to those who (a) cancelled booking PRIOR to Crystal cancelling cruise and (b) -- my situation -- requesting refund AFTER Crystal cancelled cruise ??

 

Thank you ........and yes it has been over 90 Days 😦

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18 minutes ago, BettyNL said:

Does there seem to be a difference in timing between refunds to those who (a) cancelled booking PRIOR to Crystal cancelling cruise and (b) -- my situation -- requesting refund AFTER Crystal cancelled cruise ??

 

Our two river cruises were canceled by Crystal on March 13.  That was 187 days ago for those of you keeping score.  When did Crystal cancel your cruise, Betty?  You probably should prepare for a loooong wait -- unless you are able to file a dispute with your credit card company.  If you can, do it as soon as possible.  And don't trust anything Crystal tells you if you contact them directly.  Good luck!

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52 minutes ago, BettyNL said:

Does there seem to be a difference in timing between refunds to those who (a) cancelled booking PRIOR to Crystal cancelling cruise and (b) -- my situation -- requesting refund AFTER Crystal cancelled cruise ??

No difference that I can see with the data we have for Crystal, regardless of who cancelled it or whether it was before or after final payment.

 

It does make a difference on Regent, where they are refunding cruises cancelled by the passenger prior to final payment much faster than those cancelled after final payment.  Regent is getting most of the latter out in about 60 days.

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On 9/16/2020 at 7:32 AM, docmark said:

Opened dispute on 9/1/20 with Chase  for cancelled cruise May 28 , scheduled August 19,2020;  after waiting over 90 days. Received permanent credit today for the final payment.  Deposit  (6+K), paid more than 538 days back is  pending (Chase would not dispute it). 

Could you post when you receive your deposit back from Chase.  I am also waiting for refund of deposit made August 2018 where Chase would not dispute it as too old.

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5 minutes ago, Santonio said:

Could you post when you receive your deposit back from Chase.  I am also waiting for refund of deposit made August 2018 where Chase would not dispute it as too old.

I will GLADLY post when I receive my deposit from Crystal. How long ago did you cancel and asked for refund? mine is now about 110 days. 

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We also paid a deposit in August of 2018. Capital One is giving us a provisional credit for that amount as well as our final payment. Because it is so old they are having us fill out some paperwork and provide proof we are entitled to the refund. We already received the provisional credit for the final payment. They said unless Crystal reports that we are not entitled to a refund, the provisional credit will become permanent. So sad that we have all had to resort to these "credit card dispute" measures. I loved the Crystal yacht cruise we took and was looking forward to many more. We have soured on this cruise line however and will not be sailing on them again.

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11 minutes ago, docmark said:

I will GLADLY post when I receive my deposit from Crystal. How long ago did you cancel and asked for refund? mine is now about 110 days. 

Crystal cancelled cruise May2020 and I requested deposit refund June2020.  

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1 hour ago, Vegas Cruiser said:

So sad that we have all had to resort to these "credit card dispute" measures. I loved the Crystal yacht cruise we took and was looking forward to many more. We have soured on this cruise line however and will not be sailing on them again.

 

Even sadder is that some of us have had to deal with Crystal's deception because a banking dispute is not an option.  Either way, we share your souring on Crystal Cruises.  And that, too, is pretty sad considering the level of service they provide at sea.

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I am bored [emoji849] so here is a serious question about the processing of a single refund.
How long does it take? (6 months I hear 🤬)

Someone, sat at a PC gets a notification that a customer is due a refund.
What happens? How long does it take to process the due refund for that one booking, which in most cases will be for two passengers? Ball park figures .....
Ten minutes??
If that surmise is accurate then they have circa 500 bookings per cruise ... at ten minutes each, six per hour, 40 per day ..... so one operator could spend two weeks max on one ocean cruise to process all refunds?
Two operators ... one week per cruise
Eight operators would be 480 bookings per day.....circa one cruise ..PER DAY!
Let’s face it, if someone books a cruise ‘on line’ ... it can be done in a few minutes and that is including filling in all sorts of details ... and the money will be out of your bank in minutes.

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1 hour ago, MBP&O2/O said:

I am bored emoji849.png so here is a serious question about the processing of a single refund.
How long does it take? (6 months I hear 🤬)

Someone, sat at a PC gets a notification that a customer is due a refund.
What happens? How long does it take to process the due refund for that one booking, which in most cases will be for two passengers? Ball park figures .....
Ten minutes??
If that surmise is accurate then they have circa 500 bookings per cruise ... at ten minutes each, six per hour, 40 per day ..... so one operator could spend two weeks max on one ocean cruise to process all refunds?
Two operators ... one week per cruise
Eight operators would be 480 bookings per day.....circa one cruise ..PER DAY!
Let’s face it, if someone books a cruise ‘on line’ ... it can be done in a few minutes and that is including filling in all sorts of details ... and the money will be out of your bank in minutes.

 

Please go back and review everything Vince has posted on this topic. It is no where as easy as you have portrayed it here. Now, that still doesn't excuse the slowness, except that they ain't got the money to refund everyone. 😜

 

Patty

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Wow, what a day. I received 2 emails from Crystal today. Imagine, one day before my 90 days would be up from the cancellation date. The first one said, “Your case has been closed. If you believe this has not been resolved please reply to this email.” The second one said, “Thank you for emailing Crystal Cruises’ Guest Relation about your concern. (I didn’t contact them.) I will be handling your case and will provide updates until this is resolved. We sincerely thank you for your…..  blah blah blah.” I was given a phone number to call and got a lady who said, oh, so sorry, the IT department made a mistake and sent out these emails. I asked her when I could expect my refund and to tell me the amount they were going to refund. She replied she could not tell me the amount, I would have to get that from my TA. I asked her to send that information to my TA and did she know where to send it and to whom. She gave a name of a fellow who I know no longer works there and she gave me the name of someone else. I would need to verify that with that TA. I contacted that person and he sent me an email titled, “Crystal Cancellation Invoice” with the amounts to be refunded highlighted in yellow. I called Capital One. I have a new card number from the one I charged the cruise on, but was assured if a refund comes in to the old number it would be given to the new number.

For the record our cruise was to leave December 9, 2020, I cancelled June 18, 2020 before they cancelled it. There was an administrative charge of $200 pp which could be a FCC. I applied that $400. to a cruise I booked long before this Covid stuff started, to sail June 2022.

Capital One said I could start my dispute today (9/17) and transferred my call to a dispute specialist. That lady said I would be receiving letters within 30 calendar days to respond to and they would be forwarded to another team. I may or may not need to provide additional evidence. So, here goes. I so appreciate the effort made to produce the spreadsheet and from that the knowledge that folks who dispute the charge on their cards eventually do get a refund. Fingers crossed. Thank you.

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1 hour ago, CRUISELUVRS said:

I was given a phone number to call and got a lady who said, oh, so sorry, the IT department made a mistake and sent out these emails. I asked her when I could expect my refund and to tell me the amount they were going to refund. She replied she could not tell me the amount, I would have to get that from my TA. I asked her to send that information to my TA and did she know where to send it and to whom. She gave a name of a fellow who I know no longer works there and she gave me the name of someone else. I would need to verify that with that TA. I contacted that person and he sent me an email titled, “Crystal Cancellation Invoice” with the amounts to be refunded highlighted in yellow. I called Capital One. I have a new card number from the one I charged the cruise on, but was assured if a refund comes in to the old number it would be given to the new number.

For the record our cruise was to leave December 9, 2020, I cancelled June 18, 2020 befo

1 hour ago, CRUISELUVRS said:

Wow, what a day. I received 2 emails from Crystal today. Imagine, one day before my 90 days would be up from the cancellation date. The first one said, “Your case has been closed. If you believe this has not been resolved please reply to this email.” The second one said, “Thank you for emailing Crystal Cruises’ Guest Relation about your concern. (I didn’t contact them.) I will be handling your case and will provide updates until this is resolved. We sincerely thank you for your…..  blah blah blah.”

 

 

Got the same thing........one hour after I submitted dispute claim with my credit card company:  can you imagine my shock at the "rapid" response ??  WRONG 😦

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seattleskibums:  thanks for the response..........Crystal cancelled our October 2020 cruise on June 5; requested refund next day.

 

This morning contacted credit card company (AX) who have initiated a dispute claim:  will keep you advised 😥

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This is a simple cash flow issue.  Working for a company that is exiting bankruptcy  you have to protect your cash on hand.  Hopefully this will not be an issue, but if so,  the cruisers who have not been refunded will end up as unsecured creditors if Crystal files for Chapter 11.  If that happens all that are owed a refund will  end up filing a pre-petition claim and receive pennies on the dollar when Crystal is sold or restructures its operations.  

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I filed a claim with AMEX on Aug. 26, 113 days from my cancellation of October voyage on May 5. On Aug. 30,  I received credit for $10K deposit, and a reduced amount for the Air charge; they deducted $318 for the air cancellation charge and $500 admin fee. Though that's what my original booking said, it sounds higher than the usual $200/pp admin fee (maybe because I booked Solo?). So, I finally have my money back, minus $813, because obviously I will never use that $500 admin fee/FCC I say, "obviously" because, why would I want to ever do business with Crystal again? Lesson, a sad one, learned. I received monies from Virgin, Silversea (a big one, 3 suites), and Regent (2 cruises), in less than 2 months for all of them.

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