ADVISORY ALERTS

Issuance of Cruise Refunds

  • Processing & Issuance of Cruise Refunds

    UPDATED Monday, January 18, 2021

    To date, Crystal has refunded approximately 80 percent of 2020 cancelled voyages and more than 75 percent of all 2020/2021 cancelled voyages (through April 2021). While we have made significant progress in processing refunds, we know that quite a few guests have not received their refund by our original good faith estimate of up to 90 days from date of cancellation. 

    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 will begin processing 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 beginning later this week. 

    At this time, we 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.