Crystal Cruises offers credit to customers left out of pocket by previous owner

By Harry Kemble
Home » Crystal Cruises offers credit to customers left out of pocket by previous owner

Crystal Cruises is offering cruise credits to customers who lost their holidays when the line’s previous owners failed.

The credits can be used on future cruises operated by the line’s ocean-going ships Crystal Serenity and Crystal Symphony (pictured above).

A&K Travel Group, owned by Geoffrey Kent and Heritage Group, acquired the ships and the Crystal Cruises brand from the liquidators last year, following the collapse of Hong Kong-based Genting.

Manfredi Lefebvre d’Ovidio, Chairman of Heritage Group, said his team had been working on the Exceptional Initiative scheme since buying the Crystal ships.

To qualify for the credits, customers must have filed a valid claim in the Crystal Cruises Limited Liability Company case for amounts owed related to cruises on Crystal Serenity and Crystal Symphony.

The amount of credit will be restricted to the outstanding balances owed to the guest minus any funds that have already been refunded through the insolvency proceedings.

The credit will split into five installments to be applied to five future bookings.

The first installment credit must be used before 1 July, 2023, and the remaining credits must be used towards cruises departing on or before 31 December, 2025.

Manfredi, who previously owned Silversea Cruises, said: “This is not something we were legally obliged to do. We are choosing to help former guests and travel agents recover their money and hope we will be able to focus on returning to service.”

Crystal Cruises’ liquidation assignee Moecker Associates, which is dealing with claims from out-of-pocket customers, hailed the move from the line’s new owners.

“What Crystal has decided to do with this gesture is remarkable, partly because they had no obligation to do it,” said Mark Healy, Executive Vice President of Moecker Associates.

“We are also working to analyse all the claims we received and believe that by the end of the summer we will be in a position to release the first reimbursements.”

Terms and conditions relating to the Exceptional Initiative will be posted on Crystal’s website.

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