Q – All well and good – but we have been waiting for a refund of more than $11,000 from these folks and no word at all. How does one communicate with them? What is the best way?
If there is any updated information it would be appreciated.
A – There is updated information from Crystal dated December 9th. Their statement appears below. It would be best to have your travel consultant go through their connections at Crystal. If your travel consultant does not regularly sell Crystal, they will have little recourse. Some consultants do have the ear of management but in this case, as we have pointed out, the refund shots are being called at 5 Canton Road on the Kowloon side of Hong Kong. Here is the number if you wish to call them directly:
Tel: (852) 2378 2000
CRYSTAL CRUISES DECEMBER REFUND UPDATE
Updated Web Advisory on Refunds
To date, we have refunded more than $140 million since our voluntary fleetwide cancellations began. This represents nearly 63 percent of refunds due for all cancelled voyages. While we have made significant progress over the past few months in processing 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.
Furthermore, it was our intention to process refunds by the date of cancellation, however, in two instances certain refunds have been advanced. We were able to reach an administrative agreement on procedures with one credit card company to process its refunds and we continue discussions on similar administrative solutions for the other outstanding credit card refunds. In addition, we are now able to process some refunds for planned voyages and published segments that were set to depart from U.S. ports utilizing funds held in trust specifically for U.S. departures. We expect to process these refunds within the next six weeks.
At this time, the company cannot give a specific date when some 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.
We know that the refund process is causing frustration and angst with those affected and we recognize and apologize that we have fallen short of our service standard. We will update our guests and travel partners as soon as additional information becomes available.
Since July, Crystal has implemented a no-money down deposit window as well as relaxed final payment policies due to the uncertainty around when and where cruising will resume. As we work toward a resumption of service in 2021, guests can expect further programs providing flexibility and peace of mind policies.
If a guest booked with a professional travel advisor, please be assured that the travel advisor is closely monitoring the status of the booking and the refund. We want to thank our travel partners for their support as they are champions for both our guests and Crystal.
December 9, 2020