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Crystal Refund Roll Call


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On 10/17/2020 at 11:39 AM, Roland4 said:

Subsequent to that, Helen Beck posted the following on the Crystal Family thread;

 

"I would like to provide further insight here as there seems to have been a misunderstanding. It is accurate that at this time, Crystal cannot give a specific date when your refund will be issued, however please be assured that Crystal remains committed to honouring our contractual obligations with you and all of our guests, including the processing of refunds."

 

Ah, now that sounds more like what a Crystal employee who wants to keep her job would say.  Our first thought after reading Ms. Beck's comment that “We absolutely recognise the impact that this delay is having on our reputation and ... we know that we have a mountain to climb to regain the trust of our loyal guests and partners” was that some higher-up would be contacting her soon.  The "misunderstanding" sounds like it might have been on her part for thinking she could be honest and informative when dealing with a passenger.

Edited by seattleskibums
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Can't understand why Crystal seems to be the "slowest" with refunds of the major lines. Received cash refunds from HAL, Cunard, RCI, in less than two weeks in each case. Requested Crystal refund of October cruises, cancelled by Crystal on 7/25 that day and still no refund. Cancelled three segments of World Cruise on 8/21 and no refund.

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2 hours ago, padrek said:

Can't understand why Crystal seems to be the "slowest" with refunds of the major lines. Received cash refunds from HAL, Cunard, RCI, in less than two weeks in each case. Requested Crystal refund of October cruises, cancelled by Crystal on 7/25 that day and still no refund. Cancelled three segments of World Cruise on 8/21 and no refund.

Good luck- we’ve been waiting since late March- 209 days so far.

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Full refund received from our U.K. travel company. It’s taken 166 days from the request. No Credit card dispute was implemented. There’s been a few emails and a couple of phone calls. Full amount in bank this morning. Feeling fairly relieved today. 

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20 minutes ago, HPfoodie said:

Full refund received from our U.K. travel company. It’s taken 166 days from the request. No Credit card dispute was implemented. There’s been a few emails and a couple of phone calls. Full amount in bank this morning. Feeling fairly relieved today. 


So pleased you have your full refund and yes ~ a great relief!
This gives us hope. Our wait so far is just edging 200 days.
I feel prompted to contact our travel agent today for their update.

Ann. 

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4 hours ago, HPfoodie said:

Full refund received from our U.K. travel company. It’s taken 166 days from the request. No Credit card dispute was implemented. There’s been a few emails and a couple of phone calls. Full amount in bank this morning. Feeling fairly relieved today. 

 

You made your payment to the travel agency, correct? As an American, we know that's a no no, but I know things are different in the UK. Just to be clear, is your refund from the agency? You have no idea if the agency received any money from Crystal, so this could be the agency making you whole, having nothing to do with Crystal?

 

Patty

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2 minutes ago, Texas Tillie said:

 

You made your payment to the travel agency, correct? As an American, we know that's a no no, but I know things are different in the UK. Just to be clear, is your refund from the agency? You have no idea if the agency received any money from Crystal, so this could be the agency making you whole, having nothing to do with Crystal?

 

Patty

Yes we booked through a cruise specialist - best idea here as we are then covered through holiday protection schemes. We obviously don't know if they have received it from Crystal, but as they have thousands of customers I can't believe they could afford to pay out such large sums of money without having the money back?  Doubt we'll ever know.

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Crystal updated their Refund Advisory yesterday Oct 20.  No news ... just an acknowledgement of what has been apparent for some time.  They have fallen short of their 6* service standard.  They remain committed to honoring their contractual obligations.  Be prepared to wait an unknown length of time for your refund.  And of course, they still appreciate your patience and understanding.

 

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

 

Processing & Issuance of Cruise Refunds

UPDATED Tuesday, October 20, 2020

 

Crystal’s parent company, Genting Hong Kong, announced on August 19, 2020 that it is currently engaged in a consensual financial restructuring with its financial creditors and a fundraising exercise due to COVID-19. At this time, the company cannot give a specific date when refunds will be issued but please be assured that Crystal remains committed to honoring our contractual obligations with our guests, including the processing of refunds.

While we have processed tens of millions of dollars in refunds, we know that quite a few guests have not received  their refund by our original good faith estimate in March of up to 90 days. We recognize and understand the frustration this has caused and we know we have come up short in our standards to provide six-star service to our guests. From the beginning, our teams have worked diligently to address each refund, however, given the voluntary suspension of cruise operations across our entire fleet until 2021, the sheer volume of refund requests in such a short period of time has been challenging and we are experiencing longer delays. We truly appreciate our guests’ continued patience and understanding, and we will update our guests and travel partners as soon as additional information becomes available.

If you booked with a professional travel advisor, please be assured that he or she is closely monitoring the status of your booking and refund on your behalf. We want to thank them for their support as they are champions for both you and us.

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16 minutes ago, TER777 said:

 

You received your refund? Congrats! All it took was patience, right?

No.  I thought if I was your friend it might come faster.  Your magic touch, sort of thing.

Edited by crickette
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1 hour ago, MightyQuinn said:

Crystal updated their Refund Advisory yesterday Oct 20.  No news ... just an acknowledgement of what has been apparent for some time.  They have fallen short of their 6* service standard.  ...  And, of course, they still appreciate your patience and understanding.

 

At least they had the wisdom to remove the dishonest line that said, "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."  

 

Not surprisingly, they replaced that lie with a reworded excuse: "The sheer volume of refund requests in such a short period of time has been challenging and we are experiencing longer delays.”  

 

They really need to rewrite their "Refund Statement" from scratch with a little more sincerity instead of just moving words around.  There must be someone left at Crystal with some knowledge and expertise in public relations.

 

The facts are that none of the 27 other travel-related companies we’ve dealt with in the past 7 months has taken more than 30 days to issue a refund.  It’s truly amazing how every one of these companies was able to avoid the “challenges" that Crystal encountered.  Regent refunded us in 7 days and three airlines refunded us within 72 hours!

 

As for falling short of their “6-star service" standard, their customer service and refund departments have missed by only about 5 stars.

Edited by seattleskibums
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GOT IT — In my cc account this morning; just too bad that I’m excited about the return of MY money 😟😟

 

Don’t know if it was AX intervention (contacted three weeks ago) or Crystal’s ‘normal’ process (no word from them regarding refund)

 

Anyway, this has been quite an experience ....

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Crystal cancelled my July St. Petersburg cruise in late May. I opted for a refund and received it yesterday in full. I did not contact them or my credit card along the way. I always expected Crystal to honor the refund but am relieved  to see it.

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59 minutes ago, latsyrc said:

Crystal cancelled my July St. Petersburg cruise in late May. I opted for a refund and received it yesterday in full. I did not contact them or my credit card along the way. I always expected Crystal to honor the refund but am relieved  to see it.


Wonderful news! I’m especially heartened that you received your refund without prompting. Wishing the same good news for everyone else who is waiting. ❤️

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4 hours ago, latsyrc said:

Crystal cancelled my July St. Petersburg cruise in late May. I opted for a refund and received it yesterday in full. I did not contact them or my credit card along the way. I always expected Crystal to honor the refund but am relieved  to see it.

 

So happy for you, but this makes it obvious (as if there was ever a question!) that there is no rhyme or reason to their refunds. My June cruise was cancelled by Crystal near the end of April and I'm still waiting.

 

Patty

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We received our $400 refund last week for the deposit on an October b2b Caribbean sailing they cancelled in July.  No CC dispute filed, simply received a credit on our Sapphire card.  Line item 55 on the deposit spreadsheet, Susie.

 

This leaves our only remaining outstanding amount of $1,000 for a non refundable "admin fee" for an April '21 Asia b2b cruise we cancelled before Crystal changed their policy re. admin fees, so hopefully they will sail again and we will be able to use it towards something.  We have far too many great memories of Crystal cruises to let bitterness take over.  Never a good thing to feast on anyway.   

 

For whatever it is worth I spoke with a travel agent last week who has done a lot of business with Crystal over the years and commented about how much I hoped that Crystal would survive this but how doubtful I was.  He felt pretty confident that they will.  The problem is with the parent company, which I think is pretty obvious to most of us in so many ways.   Let's hope they announce a buyer soon. 

 

 

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14 hours ago, Texas Tillie said:

 

So happy for you, but this makes it obvious (as if there was ever a question!) that there is no rhyme or reason to their refunds. My June cruise was cancelled by Crystal near the end of April and I'm still waiting.

 

Patty


Patty, we agree with you  ~  there is no detectable system to the refund order.
It is particularly galling to see refunds being made for later cancellation and cruise dates to ours. 

Our 22nd. May back to back cruise was cancelled by Crystal on 2nd. April and at nearly 7 months since cancellation, we are still hanging on for a full refund of the cruise, port fees and flights.  Booked through a TA in the U.K. so not easy to dispute through our card company. 
It is heartening to see some people are getting their refunds.

Ann. 

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