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.