dalekwho
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Posts posted by dalekwho
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12 hours ago, sjde said:
I still don't have specifics on what is happening with our cruise early next week but we did receive clarification of their policy in an email sent to us-
"We do not give full or partial refunds for cancellations due to water-levels or other bad weather issues. Realize that there would be no river cruises in Europe if at every turn the cruise line gave a full refund if guests were not able to sail their purchased itinerary at the last minute or desired to cancel due to possible sailing or weather issues.As a company we have a fiscal responsibility to our employees and contractors that we cannot just send home or cancel a ship’s sailing at the last minute nor can we sustain a business model of handing out refunds for things out of our control.Again, this type of risk (6 - 10% chance) is not for everyone and if you would like to avoid the risk, we recommend guests purchasing “Cancel For Any Reason” insurance coverage (noting standard Travel Insurance does not cover low or high water-level issues). "Well we did purchase trip insurance but not Cancel for any Reason!I wonder if the business model includes losing customers for good, and their families, friends and neighbors and people they talk to, text or message.
Oh well, not a good situation for anyone (except maybe tour buses and docks in Belgium :)).
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23 hours ago, Mangiantini said:
@dalekwho,
I got a response back in 48 hours regarding my question of how they intended to operate the Dec 22 departure out of Budapest when the ship is being used out of Amsterdam and no other ships have been able to get into Budapest in months. Also, the Bach was hit by a barge and is in a shipyard getting repaired. I saw a picture on www.marinetraffic.com and it looked bad.
Here is the response I got to the email I sent:
Good day,
Thank you for your email. Please be advised, as soon as we receive any advisories for your voyage we will promptly advise both agents and guests. We understand your concerns as we thank you for your patience. Thank you for choosing Crystal Cruises.
Regards,
My TA said she had to leave voicemails to get a call back but I've called 3 or 4 times and got right through every time.
Thanks for the info. Our TA eventually got through. Apparently "Guest Support" is very busy and are processing changes/complaints in the order they are received.
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Has anyone heard from Crystal's "Guest Support" recently?
They haven't responded to my e-mail for a couple days. Even our TA is having trouble getting through.
Maybe they're overwhelmed with messages from people excited about their altered cruises.
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Here's the disappointing choices Crystal have given us: bad or bad.
Different ship, different start location, different itinerary - how is this legal/ethical?
And only 2 days to decide.
Not happy.
Dear Valued Travel Partner,
We are writing today with an important update regarding your clients' "Rhine Christmas Markets" river cruise aboard Crystal Bach, scheduled to depart on December 5, 2018.
There are two developments we wish to bring to your attention. First, as a result of a technical issue that arose on an earlier cruise, Crystal Bach is undergoing repairs that will not be completed in time for your clients' voyage and therefore heridentical sister ship Crystal Mahler will be sailing in her place. Additionally, due to unseasonably dry conditions in central Europe, the Rhine River, specifically in the area upstream of Cologne and heading toward Basel, is currently not accessible due to extremely low water levels. Based on these circumstances, forecasts for the near future, and our effort to offer our guests a selection of Christmas Markets to visit, we are obliged to amend the itinerary for this sailing with one of two potential plans that will be finalized closer to departure based on water levels. For easy reference, below is the original itinerary followed by the two possible new itineraries.
Original Itinerary: Crystal Bach
Date
Location
Arrive
Depart
Dec 5
Basel, Switzerland
Embark
Overnight
Dec 6
Basel, Switzerland
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10 pm
Dec 7
Breisach, Germany
9 am
9 pm
Dec 8
Strasbourg, France
10 am
10 pm
Dec 9
Speyer, Germany
9 am
11 pm
Dec 10
Mainz, Germany
6 am
1 pm
Rüdesheim, Germany
3 pm
Overnight
Dec 11
Rüdesheim, Germany
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8 am
Koblenz, Germany
1 pm
10 pm
Dec 12
Cologne, Germany
6 am
8 pm
Dec 13
Amsterdam, Netherlands
2 pm
Overnight
Dec 14
Amsterdam, Netherlands
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Overnight
Dec 15
Amsterdam, Netherlands
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Disembark
NEW Itinerary #1: Crystal Mahler - Rhine & Moselle Christmas Markets
Requires favorable water levels in the area of Koblenz for the ship to access the Moselle River. The Moselle River Valley is home to a number of picturesque villages and cities that have some of the most charming and atmospheric Christmas Markets in Germany. Here's the complete itinerary:
Date
Location
Arrive
Depart
Dec 5
Amsterdam, Netherlands
Embark
Overnight
Dec 6
Amsterdam, Netherlands
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1 pm
Dec 7
Düsseldorf, Germany
9 am
5 pm
Dec 8
Koblenz, Germany
8 am
7 pm
Dec 9
Bernkastel, Germany
1 pm
11 pm
Dec 10
Trier, Germany
7 am
Overnight
Dec 11
Trier, Germany
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6 pm
Dec 12
Cochem, Germany
2 pm
8 pm
Dec 13
Andernach, Germany
9 am
4 pm
Dec 14
Nijmegen, Netherlands
9 am
6 pm
Dec 15
Amsterdam, Netherlands
4 am
Disembark
NEW Itinerary #2: Crystal Mahler
Excursions to Christmas Markets in Antwerp, Düsseldorf and Cologne will be among our offerings. Here's the complete itinerary:
Date
Location
Arrive
Depart
Dec 5
Amsterdam, Netherlands
Embark
Overnight
Dec 6
Amsterdam, Netherlands
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1 pm
Dec 7
Düsseldorf, Germany
9 am
Overnight
Dec 8
Düsseldorf, Germany
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6 pm
Dec 9
Nijmegen, Netherlands
8am
6 pm
Dec 10
Rotterdam, Netherlands
9 am
8 pm
Dec 11
Ghent, Belgium
9 am
Overnight
Dec 12
Ghent, Belgium
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11 pm
Dec 13
Antwerp, Belgium
6 am
Overnight
Dec 14
Antwerp, Belgium
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1 pm
Dec 15
Amsterdam, Netherlands
4 am
Disembark
*Please note that due to congestion along the river, the times and order of ports are subject to change. Itinerary may be subject to further change based on water levels.
As a result of these changes, guests will now embark the ship in Amsterdam, Netherlands (rather than Basel). Amsterdam International Airport (AMS) is the closest airport, located about 45 minutes from the port. Complimentary motor coach transfers will be provided between the airport and the ship on the day of embarkation.
Inbound Flights
We are pleased to provide guests with independent flight arrangements up to USD $1,000 per guest reimbursement for the cost of amending the inbound transoceanic flight from Basel (BSL) to Amsterdam (AMS). Alternatively, the same allowance can be used towards the purchase of a separate economy-class ticket for travel to Amsterdam from Basel on the day of embarkation. So that we can arrange transfers from the Amsterdam airport to the ship, please email any new or revised flight information to RiverButler@CrystalCruises.com by Thursday, November 15 (please include your clients' booking number). Please send complete documentation of your clients' out-of-pocket cost and proof of payment toGuestRelations2@crystalcruises.com so that we may process reimbursement. Kindly allow four to six weeks for processing.
For guests with flights arranged by Crystal, we will adjust those flights (same class of service) to match the new itinerary at no additional cost. Please note: stopovers and custom itineraries on the new flight arrangements are subject to additional charges. Alternatively, we can provide a separate economy-class ticket for travel to Amsterdam from Basel on the day of embarkation. Please contact Guest Support Services at GuestSupport@crystalcruises.com or (800) 290-0032with your clients' preference no later than Thursday, November 15.
Shore Excursions
Details of our shore excursion offerings will be provided on board the ship along with registration forms.
Although this situation is beyond our control, we wish to apologize for any inconvenience your clients might experience. For guests who wish to continue on the amended itinerary, as a gesture of goodwill, we are pleased to extend a Future Cruise Credit equal to 25% of the cruise fare paid, valid towards any Crystal Experience (Ocean, River or Yacht Expedition) embarking on or before December 31, 2020.
Guests who do not wish to travel on the amended itinerary may cancel and receive a Future Cruise Credit equal to 100% of the cruise fare paid, valid towards any Crystal Experience (Ocean, River or Yacht Expedition) embarking on or before December 31, 2020.
So that we may prepare accordingly, please review these options with your clients, and let us know their preference no later than Thursday, November 15, by contacting our Guest Support Services team atGuestSupport@crystalcruises.com or (800) 290-0032.
Thank you for your partnership. It will be our pleasure to welcome your clients aboard Crystal Mahler for a lovely river journey.
Sincerely,
Crystal
Guest Services -
1 hour ago, markobmf said:
dalekwho, we were scheduled on the Bach 11/25-12/5 to disembark in Basel on 12/5. The official word we received yesterday was that we would be on Mahler on a severely amended itinerary and that we would now disembark in Amsterdam (Crystal is paying up to $1k each for us to change our return flights which is useless to me since i'm on an award flight with miles). So at the very least, it appears certain that you will embark in Amsterdam should you be on the Mahler. However, if the Bach is repaired and the water levels rise, I suppose you may somehow embark in Basel.
Thanks for the feedback.
I'm sorry to hear about the changes to your cruise.
If you're like us, you've probably planned for this trip for a while.
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Yesterday we were told by our TA that our Crystal Bach 12/5 Basel to Amsterdam river cruise will now be aboard the Crystal Mahler and they are considering several itinerary changes (one might be to start in Amsterdam). No word yet on air fare changes, adjustments or refunds.
Has as anyone heard more or different information?
I thought the Mahler was scheduled for a cruise leaving Amsterdam on 12/6; not sure how passengers from two ships will fit on one. Deck chairs anyone? 🙂
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Yesterday we were told by out TA that our 12/5 Crystal Bach Basel-Amsterdam river cruise will now be aboard the Crystal Mahler and they are considering several itinerary changes (one might be starting in Amsterdam). No word about air fare changes, adjustments or refunds.
Has any one heard any more/different information?
I thought the Mahler was scheduled for a cruise starting 12/6 Amsterdam to Budapest (via Mainz); not sure how everyone will fit on one ship.
Thank you.
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On 11/4/2018 at 9:34 AM, Shoeman1 said:
We were on the ill fated Bach and the tour is exactly as Skybluewaters described. For many in our grop it was their first trip to Amsterdam . They requested to see several sites including the Anne Frank House . The driver obliged. Don't be afraid to ask.
The ill fated Bach, is this the one that went bump in the night, Oct 25, running into a commercial barge? Is everyone ok? Did people stay on board while it was temporarily fixed? So sad.
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Hello We are slated for the Bach - Christmas Market Cruise- on the Rhine, first week in Dec 2018, Any guess how long it takes to patch up the boat and get her back on the Rhine? Planning this holiday river cruise for 18 months , first River Cruise, is it possible this is a bad dream? Thank you for the information and any new posts! DalekWho.
Uniworld itineraries
in River Cruising
Posted
I was wondering the same, regarding how much time at each port along the Rhine. I am on Uniworld in December 2023, and wanted to know how much time I have at each Christmas market. Also which market I would see in only daytime and which ones at nighttime. Thanks