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18 Months After Bankruptcy, This Luxury Cruise Line Is Sailing Again

In 2022, crystal cruises went belly up. now, two of the original ocean ships are back on the high seas—with some enticing upgrades..

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Travelers can relax at sea in the new Aurora spa onboard the reborn Crystal ships.

Courtesy of Crystal

After declaring bankruptcy in 2022 , what was once Crystal Cruises is back on the high seas with a new look, an abbreviated name, and plans for rapid growth. The cruise line was acquired by the luxury, small-group tour operator Abercrombie & Kent (A&K), which rechristened the brand as simply “ Crystal .”

During the restructuring, Crystal sold off five river ships—which have been resurrected by the new river cruise line Riverside Luxury Cruises —and an expedition vessel, and it currently operates two of its original ships, the 740-passenger Crystal Serenity and the 606-passenger Crystal Symphony . However, Cristina Levis, CEO of A&K Travel Group, said Crystal plans to order two new classic ships and two expedition vessels over the next six years.

“We have ambitious growth plans for Crystal and are proud of what we have accomplished with the relaunch of Crystal Serenity and Crystal Symphony in just under a year following the purchase of the brand,” Levis said. “We are now thrilled to formally announce that we will grow our fleet and continue to offer the most exceptional cruising experiences in the industry.”

The two vessels, Crystal Symphony and Crystal Serenity , are just the beginning for the reincarnated Crystal brand.

Crystal Serenity is currently on its maiden voyage under the new ownership: a 12-night Mediterranean sailing that started in Marseille, France, and will end in Lisbon, Portugal. The ship will operate mainly in the United Kingdom and Iceland in August before heading to Canada and New England for September and then onward to the Caribbean for winter. In the spring, the ship will embark on a 141-day around-the-world cruise, starting and ending in Miami and visiting 69 ports across 29 countries, including Colombia, New Zealand, Egypt, and Italy.

Crystal Symphony , meanwhile, will restart operations on September 1, with a sailing from Athens to Istanbul. Afterward, it’s off to Asia, Australia, and New Zealand for the rest of 2023 and into early 2024.

Both ships have undergone a series of upgrades since the previous line went under; the main one is the expansion of the size of staterooms and suites. By merging smaller guest rooms into larger suites with living room and bedroom areas, Crystal has decreased the capacity of Serenity from 1,080 guests to 740. The renovations resulted in two new room categories: Junior Crystal Penthouse Suites measure 806 square feet and include separate bedroom, living, and dining areas, 1.5 baths, a walk-in closet, and a balcony, while the Single Guest Room with Ocean View category includes a single bed and a small living area within its 215 square feet. Best of all, it serves as a great option for solo travelers, who no longer need to pay a single supplement for a double room.

A new veranda suite on the updated Crystal ocean ships.

Photo by Amanda Julca/Crystal

Levis said these new categories helped increase the availability of the popular Sapphire Suite category, which measures 537 square feet and has separate sitting and sleeping areas, a walk-in closet, a balcony, and a bathroom with a rainfall shower and dual marble vanities.

In addition to room refreshes, Crystal has revamped some public spaces, the spa, and the fitness area, which now includes in-demand pickleball courts, and passengers will find a new look in the onboard restaurants, including northern Italian fine-dining spot Osteria D’Ovidio and Umi Uma, the only concept at sea for Nobu chef Nobuyuki Matsuhisa.

The Umi Uma restaurant on the Crystal Symphony is overseen by Nobu chef Nobuyuki Matsuhisa.

It’s worth noting that A&K also contracts ships from Ponant, a luxury French cruise company, for sailings to the Arctic and Antarctic regions. According to Levis, “When it comes to cruising, the companies will continue to operate as separate entities, with Crystal being a part of the A&K Travel Group family. Abercrombie & Kent will continue to charter Ponant ships for their expedition sailings.”

Crystal will announce itineraries for 2025 in the coming months (which, according to a Crystal spokesperson, will incorporate more A&K land expeditions), but there are still sailings available for booking in 2023 and 2024 on crystalcruises.com . Fares start at $3,800 per person, based on double occupancy.

Crystal Cruises: here's what went wrong — and what happens next

• Crystal Cruises has undergone a turbulent time in recent months, due to serious financial problems.
• The latest turn of events led to the operator shutting its US offices and letting workers go .
• Insider rounded up the key developments of the past few months — and explored what happens next.

Crystal Cruises recently shut down its US operations and let its employees go.

It was the latest in a series of unfortunate events for the company in recent months. 

So, what led to Crystal Cruises' demise? 

Earlier this month, reports emerged that Crystal Cruises was issued with an arrest warrant in relation to a $1.2 million unpaid fuel bill owed by its parent company, Genting Hong Kong.

In January, two of its ships  — Crystal Symphony and Crystal Serenity — diverted to the Bahamas with hundreds of passengers on board to escape the warrant but were ultimately arrested by authorities. 

At the time of both ships' arrest, only crew members were on board. Both Crystal Symphony and Crystal Serenity disembarked passengers on the island of Bimini before their seizure. 

The diversions also came in the wake of Crystal Cruises' pending liquidation of Genting Hong Kong, which was announced on January 19. It reported a record loss of $1.7 billion in 2020 as the pandemic wiped out tourism.

Related stories

In an announcement made to the crew, a recording of  which was posted to Twitter , the captain of the Crystal Symphony said the seizure was "unfortunate" but "actually quite expected."

He added that: "As bad as it sounds it's actually quite a good thing to happen." 

What happens to the company now? 

Vessel management company V.Ships will become the new managing firm, one captain told his crew. This is according to a recording of his message posted to Twitter by Crew Center, a website run by former crew members. 

In the recording, the captain said: "Unfortunately, this is the end of Crystal Cruises." He added: "We don't know what's going to happen in the future."

According to the company website , Crystal Cruises said it has suspended voyages for its Ocean and Expedition ships through April 2022. 

The company also said it has paused its call center until further notice. 

What does this mean for passengers' bookings? 

Its website states that Crystal Cruises "continues to process refunds as quickly as possible. However, there are delays from the credit card processors as they are receiving a very high volume of refund requests." 

Laziza Lambert, director of strategic communications and public affairs for Cruise Lines International Association,  told USA Today that cruise-line-specific refund policies can be found in booking contracts, which are available from travel advisory firms and cruise lines themselves. 

Watch: The rise and fall of the cruise industry

• Main content

Crystal Cruises temporarily halts sailings due to bankruptcy: What you need to know

Following the collapse of parent company Genting Group, luxury cruise, expedition and river operator Crystal Cruises has announced it will cease sailings on a temporary basis while its executive team examines options for it to continue operations, Cruise Critic reports.

The line becomes the first cruise operator face significant financial and operational difficulties in 2022, and the first since the collapse of several lines in spring and summer 2020 as the COVID-19 pandemic severely restricted travel around the globe.

What happens when a cruise line goes bankrupt? It's a scenario Cruise Critic has explored extensively – and one that does offer some hope for those passengers who have booked with Crystal Cruises in terms of recouping their money.

Here's what cruisers need to know about the current situation with Crystal Cruises:

► Cruising during COVID-19: Cancellation, refund policies vary by cruise line

► Celebrity Cruises, Royal Caribbean: Cancel cruises as COVID spreads

Is Crystal Cruises bankrupt?

Technically, Crystal Cruises' parent company, Malaysia-based Genting Group, is bankrupt. However, that dramatically affects Crystal, as the line is a subsidiary of Genting and, as such, is also out of money.

Coupled with a global pandemic that is still hobbling the financial health of the travel and cruise sectors, the economic situation at Genting Group became unviable in a hurry.

Is Crystal Cruises no longer sailing?

Crystal announced Wednesday that its three vessels currently in operation – Crystal Symphony, Crystal Serenity and the line's new expedition vessel, Crystal Endeavor – will cease operations. Passengers will disembark and will be flown home from Miami, Aruba, and Ushuaia, Argentina.

However, Crystal is only temporarily pausing its operations into the spring – at least for now. Ocean sailings are canceled through April 29, 2022.

All three cruise ships will be laid up at the end of their current cruises. Crystal says the line is still in the process of drawing up exact plans for its ships.

So while itineraries beyond April 29, 2022, remain available, the future of the company is not guaranteed at this point, unless an investor were to financially rescue the line.

What about Crystal's European river cruises?

Crystal's European river cruise fleet is not operating, as is standard at this time of year. (The 2022 European river cruise season typically begins in March.)

For now, Crystal has announced it will pause its European river cruises through the end of May 2022. It is possible an investment company –  or even another river or ocean cruise operator – could acquire Crystal's river assets and operate them as scheduled.

I have a future cruise booked with Crystal. What do I do?

Crystal states those passengers with booked cruises who paid in cash (not a future cruise credit) will be offered refunds automatically to the original form of payment.

However, if that cruise was booked with a future cruise credit, that credit will be returned to the guest's Crystal Society account.

I have a future cruise credit with Crystal. What do I do?

Right now, there is no clear way to turn an FCC from a Crystal Society account into a refund. Those with FCCs should call Crystal or work with your preferred travel agent to discuss options. Be aware, this news likely will have customer service representatives handling a massive number of calls, which will make wait times lengthy.

Cruise Critic is also looking into this scenario and will update this article once we have more information.

► CDC COVID-19 travel warnings: How they might affect your cruise travel insurance

► Here's what that means: The CDC's new COVID mitigation program will be optional for cruises

Will another cruise line buy Crystal or its ships?

An increasingly plausible scenario is that another cruise line or investment firm swoops in and buys Crystal Cruises outright or invests the necessary capital needed to keep the line afloat.

Two outcomes are possible under this scenario: A company buys Crystal and elects to keep its operations and assets intact, and business continues as usual.

Another, more disruptive outcome, involves a company purchasing Crystal and parsing it out, selling off assets it doesn't see as critical to the business. The line's river cruise ships were rumored to be up for sale in 2021; now, a sale of the ocean ships, river vessels or both is certainly possible in the short term.

What happens next?

In the short term, Crystal Cruises will cease operations and lay up its fleet of oceangoing ships. Passengers who booked in "cash" (including credit cards) are protected and will be refunded.

Those passengers who booked using an FCC or who have an outstanding credit on file should contact their travel advisor or Crystal Cruises for next steps.

Longer-term, it is possible to see a restart of Crystal provided the line's management team can come up with solutions, which could include anything up to complete acquisition.

Cruise Critic will monitor this developing story and update this article as needed.

► 'Turning into a nightmare': Norwegian cancels sailing mid-cruise, passengers to be stuck on board for days

► 'We found out while we were flying': Last-minute cruise cancellations leave travelers scrambling

More from Cruise Critic:

• Norwegian Cruise Line announces new Norwegian Viva Cruise Ship to debut in 2023
• World's biggest cruise ship, Royal Caribbean's Wonder of Seas, will have a new southern restaurant
• Norwegian Cruise Line Holdings boss Frank Del Rio: Expect the unexpected, and continue to adapt

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Crystal Cruises Is Officially Back — and Just Announced It’s Expanding, With Over-the-top Tours and New Ships

Crystal Serenity has relaunched, with Symphony coming next month — and new ships already in the works.

Crystal Cruises is back on the water — and ready to expand. 

The cruise line, which went bankrupt early last year, was acquired by luxury tour operator Abercrombie & Kent Travel Group in June 2022. A&K bought Crystal’s two ocean vessels — Serenity will sail its inaugural journey from Marseille, France, to Lisbon on Monday, July 31, with Symphony following suit on Sept. 1, sailing from Athens to Istanbul.

Today, during a preview sailing for press and travel agents, Cristina Levis, CEO of A&K Travel Group, announced that Crystal plans to expand with four new ships by 2029, including two expedition vessels. The company will start construction on the 650-passenger ocean ship and 220-person expedition ship next year. (Crystal previously offered expedition cruising on Endeavor .) The contracts are not finalized, but Levis said the plans are “quite advanced, particularly for the expedition ship,” which will sail to the Arctic and Antarctica.

It’s worth noting that A&K already has robust Arctic and Antarctic expedition offerings, which sail on Ponant ’s Le Commandant Charcot . “For the foreseeable future, A&K will charter Ponant ships, though over 40 crew members from the former Crystal team will be on board the Ponant voyages,” Levis said. 

For the present, though, the focus is on Serenity and Symphony as Crystal returns to the seas. Both ships were given a hefty refresh before welcoming guests — 80 percent of whom are returning fans — back on board. “We went down to the steel,” Levis said. “We’ve rebuilt the rooms [and public spaces], not just refurbished.”

This summer, both Crystal Serenity and Crystal Symphony will sail the Mediterranean Sea and Northern Europe, to destinations like Istanbul; Santorini, Greece; and the U.K.’s Isle of Man, with fares from $3,800 per guest. Symphony will then sail in Asia, Africa, and Australia this fall and winter, while Serenity will tour the Caribbean.

The fleet isn’t the only thing Crystal plans to expand. Crystal’s senior vice president of global marketing, Jacqueline Barney, confirmed plans to weave A&K land tours into Crystal’s 2025 world cruise . “Imagine, if you have a three-day gap between Guayaquil and let’s say, Lima, being able to jump off and taking an extraordinary A&K expedition to the Galápagos and checking that off the bucket list,” she said. 

Crystal will announce more itineraries for 2025 in the coming months, but you can book 2023 and 2024 sailings at crystalcruises.com .

Crystal Cruises Is Going Out of Business, How to Get a Refund

Crystal Cruises is winding up operations and going out of business. What happens to customer deposits and how can people get a refund?

Feb. 17 2022, Published 11:18 a.m. ET

The COVID-19 pandemic was a near-death experience for the global travel and leisure sector. As countries across the world imposed lockdown measures, including shutting down their borders, the tourism sector took a massive hit. Is Crystal Cruises going out of business?

While the hospitality sector has been recovering and air traffic has been gradually increasing, the cruise sector has been a weak link. Luxury cruise line Crystal Cruises is winding up operations and going out of business. Customers who had paid in advance for a cruise want to know what happens to their deposits.

The cruise industry struggled during the COVID-19 pandemic.

The cruise industry went through a lot of pain during the COVID-19 pandemic. While lockdowns meant that companies' revenues dried up, they still needed to meet fixed costs like interest payments and employee salaries. Cruise companies reported negligible revenues in the last three quarters of 2020.

In the third quarter of 2020, Royal Caribbean posted revenues of -$33.7 million. It's unusual for a company to post negative revenues but the anomaly was due to consumer cancelations and penalties.

The industry still isn't out of the woods and Norwegian Cruise Line Holding expects that it lost between $4.4 billion and $4.6 billion in 2021, which is even higher than its 2020 loss of $4 billion.

Crystal Cruises was one of the top luxury cruise companies.

Crystal Cruises was a top awarded luxury cruise company that was in business for over three decades. The company is owned by Genting Hong Kong, which talked about liquidation in its regulatory filings in January.

While Crystal Cruises has been facing challenges for quite some time now, it reached a tipping point this month. Earlier in February, U.S. authorities seized two of the company’s ships over unpaid fuel bills of $4.6 billion. Crystal Cruises also shut its U.S. office and laid off the remaining employees in the country.

Former Crystal Cruises president Jack Anderson rues the fact that the parent company didn't come forward to help them amid its own financial troubles. Speaking with Bloomberg, he said, “Ultimately, we ended up with a bank account of zero.”

Crystal Cruises’ website is still active.

Crystal Cruises’ website doesn't mention that it's going out of business but says that it has closed the customer contact center. According to the website, people who want to contact the company should send an e-mail.

What happens to your deposits?

Many customers paid advance money to Crystal Cruises for their travel. Michael Moecker & Associates was appointed by a Florida court to collect creditors' claims. Among the claimants are the employees, customers, vendors, and travel advisors.

Anderson estimates that 75 percent–80 percent of the customers paid by credit card and card companies hold an estimated $100 million of money due to Crystal Cruises. The U.S. Maritime Commission has advised customers with claims on Crystal Cruises to contact their respective credit card companies , which would be an easier way to get the refunds.

If you paid for your travel in cash, it would be difficult to get the money. Even if you get the money back, it might not be the full amount. If you have a credit voucher that was issued against previous cancelations, you wouldn't be eligible for any refunds.

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After takeover, Crystal is back in Florida with a revamped cruise ship

• Richard Tribou Orlando Sentinel (TNS)

Crystal Cruises’ future was up in the air when its ships were seized and it declared bankruptcy in 2022. But a new owner bought its two ocean-going vessels, which combined went under $170 million makeovers, and they are sailing again trying to win back its luxury sailing clientele.

New owners Abercrombie & Kent Travel Group renamed the line simply Crystal, and one of its ships, Crystal Serenity, made its way to PortMiami this month to begin a winter sailing season of the Caribbean.

“It’s great to be back in Miami. It’s been a while,” said Capt. Birger Vorland at an event on Nov. 2 at the port. “We had faith. We knew we were going to be back. … We have a fairly drastically redesigned ship here in many areas. Still same old captain though.”

He said he is among 80% of former crew that returned to sailing when the ships came back into service over the summer.

“In the time that we have been out of service, it was a little stressful for everybody,” he said. “We had faithful guests who saw their home away from home suddenly disappearing and maybe it wouldn’t come back, but for us that work there, we were kind of unsure too.”

He said people would ask him if the makeover meant the signature service and feel for the ship were changing.

“It totally blew me away, so I said, ‘Listen, it’s the same, just better,’” he said.

That includes several of the suites and cabins getting complete renovations with more contemporary designs and two new categories catering to solo travelers.

Part of the line’s allure is its dining selection, including the partnership with Chef Nobuyuki “Nobu” Matsuhisa and his venue Umi Uma, a mix of Japanese and Peruvian cuisine. It’s among 11 options along with fine Italian venue Osteria D’Ovidio, The Vintage Room that features wine pairings from a large onboard cellar and family-style dining with tapas-style offerings at Tastes Kitchen & Bar.

The new spa on board is called Aurōra, with an illuminated fiber-optic starlight ceiling adding to the ambience.

“Rebuilding Crystal has been a challenging but rewarding endeavor,” said CEO Cristina Levis. “We’ve invested in revitalizing our ships and are committed to keeping our loyal guests as excited about the brand as ever.”

Serenity, which was built in 2003, and 1995′s Crystal Symphony, pave the way for Crystal’s plans to build new two new ocean cruise ships and two new expedition vessels.

“The effort to rebuild a brand always comes with challenges,” Levis said. “One of the most significant aspects is continuing to build our guest confidence and loyalty. We’ve invested a considerable amount of money, time and effort in communicating our commitment to excellence and exceptional experiences while demonstrating tangible improvements.”

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For now, the older ships look to bring back what had been a loyal customer base while having to compete with new cruise lines in the luxury market like Explora Journeys, Ritz-Carlton and Four Seasons, along with new ships from existing brands like Regent Seven Seas, Silversea Cruises and Seabourn.

“The company has to navigate the competitive, industry landscape with new ships joining each year, ensuring that our offerings continue to attract discerning travelers looking for the most exceptional experience while exploring all corners of the globe,” Levis said.

Part of that is sailing out of Miami this year, but shifting to Port Everglades in 2024. And also pulling on the expertise of Abercrombie & Kent with its land-based tours to enhance its destination offerings.

“Crystal has exciting plans for Florida in the future. Our 2025 itineraries were recently announced, with our ‘World Cruise’ leaving from Port Everglades in Fort Lauderdale along with many other voyages with South Florida turnaround days,” she said noting more than 17 voyages departing from the port stating in November 2024.

“We see Florida as a strategic hub that allows us to offer a wide range of itineraries and cater to the diverse preferences of our guests,” she said. “Crystal is committed to expanding presences in Florida as the state continues to be a top destination for cruise departures.”

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Crystal Cruises may be shutting down operations

David Dwork , Digital Journalist

MIAMI – The popular cruise line Crystal Cruises may be going out of business.

The Miami-based luxury cruise line has reportedly closed it is offices in the United States and fired some of its employees.

U.S. Marshals recently seized two Crystal ships in the Bahamas because the company owed millions of dollars in unpaid fuel bills.

Those ships had sailed from South Florida.

The company has been struggling financially due to the coronavirus pandemic.

RELATED STORIES

2nd cruise ship remains in bahamas over lawsuit, cruise diverted to bahamas after arrest warrant issued for crystal symphony.

Copyright 2022 by WPLG Local10.com - All rights reserved.

About the Author

David dwork.

David Dwork joined the WPLG Local 10 News team in August 2019. Born and raised in Miami-Dade County, David has covered South Florida sports since 2007.

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Here’s What Happened to the Former Crystal Cruises Fleet

• July 23, 2022

Crystal Cruises’ ocean-going fleet have found new homes. Here’s the latest on the new destinations for the Crystal’s ships:

Crystal Endeavor Year Built: 2021 Capacity: 200 guests Status: Sold to Silversea Cruises

Silversea Cruises acquired the former Crystal Endeavor earlier this month. Sold for $275 million, the 2021-built expedition vessel will be renamed Silver Endeavour before entering service for the ultra-luxury operator.  

Set to debut in time for the 2022-2023 season in Antarctica, the ship is expected to undergo a minor refit work that include signage changes, the addition of Silversea’s livery and a few restaurant adjustments.

Crystal Serenity Year Built: 2003 Capacity: 980 guests Status: Sold to A&K Travel Group

In June, the Crystal Serenity was sold to the A&K Travel Group at auction for $103 million .

According to the new owners – who also bought the Crystal Cruises brand and other assets – the vessel will be subject to a major refit before resuming service in 2023 .

Crystal Symphony Year Built: 1995 Capacity: 848 guests Status: Sold to A&K Travel Group

The Crystal Symphony was sold at a judicial auction in June. Like its fleet mate Crystal Serenity, it was bought by the A&K Travel Group , who bought the ship with a bid of $25 million for the 1995-built luxury vessel.

Before resuming service in 2023, the ship will also be subject to a major revitalization, the new owners revealed recently .  

Crystal Esprit Year Built: 1989 Capacity: 48 guests Status: Sold to Lindblad Expeditions   

Sold by Crystal Cruises in September 2021, the Crystal Esprit was acquired by Lindblad Expeditions .

Renamed National Geographic Islander II, the 48-guest mega yacht will offer year-round expeditions to the Galapagos Islands. After a significant refit in Northern Europe, the former Esprit is set to launch service for its operator in August .

Crystal Bach, Crystal Mahler, Crystal Debussy and Crystal Ravel Year Built: 2017 and 2018 Capacity: 106 guests each Status: Pending

While all the former ocean-going Crystal ships have now met their fates, the company’s river fleet continues to sit in limbo.  

Built by the MV Werften between 2017 and 2018, the four Rhine-Class sister ships are currently laid up in Netherlands.

Crystal Mozart Year Built: 1987 Capacity: 154 guests Status: Pending

Like its Rhine fleet mates, the Crystal Mozart is also waiting for a decision regarding its future. Rumors suggest the ship has been sold.

Currently docked in Austria, the vessel was built in 1987 and underwent a full revitalization before joining Crystal in 2016. As the biggest river ship in the fleet, it has capacity for a total of 160 guests.  

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Crystal Cruises says it's 'not going out of business,' still processing refunds

Update : Some offers mentioned below are no longer available. View the current offers here .

One of the world's best-known luxury cruise lines, Crystal Cruises , tried to assuage customer fears about its viability late Thursday by issuing a statement saying it wasn't on the brink of shutting down.

"It is important to understand that the company is not going out of business," the Miam i-based line said in the statement. 'Whatever option our parent company pursues, it will allow Crystal to operate its business."

Talk of a possible collapse of Crystal Cruises was swirling on Thursday among travel agents and cruisers after the line's parent company, Hong Kong -based Genting Hong Kong, disclosed that it had stopped making payments to creditors . The company is contending with a sharp loss of revenue due to the coronavirus crisis .

For more cruise news, reviews and tips, sign up for TPG's new cruise newsletter.

The announcement came two days after the company missed a 3.7 million euro payment of fees related to the construction of certain ships.

The payment was due from subsidiaries of the company related to new vessels, and the failure to pay the fees puts the subsidiaries into default, the company said.

Cruise industry publication Cruise Week on Thursday reported that the Genting Hong Kong announcement had spooked travel agents who sell Crystal voyages.

Related: How to book a cruise with points and miles

"This could be the catalyst for agents and their clients to think twice about putting down deposits or final payments" for Crystal trips, it quoted one top travel seller as saying.

Travel agents and their customers also expressed worries about refunds they were owed for canceled sailings, given Genting Hong Kong had stopped paying its creditors.

But in its statement, Crystal suggested refunds for canceled cruises continued to be processed.

"We have always been committed to honoring our contractual obligations with guests and travel partners, including the processing of refunds," the line said.

The Points Guy has received a significant number of complaints from readers in recent months about Crystal Cruises not sending them refunds for canceled trips.

"It's been 135 days, and we have still had no resolution (i.e., refund), or any contact from Crystal Cruises," one reader, Phyllis Sims of Baton Rouge, Louisiana, wrote us several days ago.

Related: 21 tips and tricks that will make your cruise go smoothly

Sims and three of her friends canceled a Crystal sailing on March 25 and are owed thousands of dollars from the line. The line initially promised a refund within 90 days.

"We are not fans of a business using our money as a zero-interest loan, even with the pandemic," Sims said. "And we are just as troubled by the lack of communication from Crystal Cruises."

Sims said her in-house Crystal travel advisor had not responded to any of her queries about the refund. She said she was so fed up she just filed a dispute about the charges with American Express. She used The Platinum Card® from American Express to make the booking.

In contrast to Crystal, American Express has been "amazing" in its response, she said.

A spokesperson for Crystal Cruises, Susan Robison, has told The Points Guy on multiple occasions that the line continues to process refunds as fast as it can but has struggled with the sheer volume of refund requests.

"We have canceled hundreds of cruises and provided tens of millions of dollars of refunds," Robison said recently. "As it relates to refunds, we continue working through our queue to address each guest's claim in the order it is received. This is a manual process and, where our reservation and payment systems can handle a normal refund environment efficiently and smoothly, they were not designed to handle this volume in such a short period of time."

Genting Hong Kong is the parent company of Crystal Cruises as well as two Asia -based cruise lines: Dream Cruises and Star Cruises. It also owns the Werften shipyard in Germany , where the first expedition ship for Crystal Cruises currently is under construction. In addition, it's a joint venture partner in Resorts World Manila in the Philippines.

Related: Cruise executives say they are in no rush to return to service

In announcing that it had stopped making payments to creditors, the company said it hoped to negotiate a restructuring of its debt with the creditors. The company owed creditors nearly $3.4 billion as of July 31.

"The company's remaining available cash will be reserved to maintain critical services for the group's operations, while the company will endeavor to negotiate a holistic debt restructuring solution," Genting Hong Kong said in a statement late Wednesday to the Hong Kong stock exchange.

The company did not say how much cash it still had on hand.

In its statement, the company said it had been trying to raise more money, but "there is currently a lack of certainty as to the outcome of the fundraising exercise."

Cruise lines have been hit hard financially in recent months as they have temporarily shut down operations due to the coronavirus pandemic.

Crystal recently canceled all sailings through early January 2021. The line hasn't operated cruise departures since March, nor has Genting Hong Kong's Star Cruises division. The company's Dream Cruises brand has recently resumed short sailings out of Taiwan with a single vessel, the 1,856-passenger Explorer Dream. The voyages only are open to Taiwanese travelers.

Four small cruise lines already have gone out of business due to the coronavirus shutdown.

Additional resources for cruisers during the coronavirus outbreak:

• When will cruising resume? A line-by-line guide
• Why you shouldn't expect bargain-basement cruise deals anytime soon
• How to cancel or postpone a cruise due to coronavirus
• Some of the year's hottest new ships could be delayed
• Stream these 13 movies, television shows to get your cruise ship fix