2015 Terms & Conditions
The following terms and conditions are the entire agreement between crystal cruises and you. Please read them carefully, as we are both bound by them. These terms and conditions are subject to change with or without notice. This is a contract.
The term “Ticket” refers to the terms and conditions of the Passage Contract as indicated below. The term “Guest” refers to a passenger on the ship and includes every person named on the face of the Ticket; the term “Ship” includes the ship named in the Ticket or any ship substituted for the ship named in the Ticket, and its tenders or any other means of conveyance controlled by the company; the term “the company” includes the Ship, its owner, operator, manager, charterer and agents, any and all affiliated or related companies and the sales representatives and all employees of such individuals and companies.
2. Cruise Fare:
A) Cruise fare includes all normal shipboard services and facilities plus all non-alcoholic beverages, select wines and liquors, and gratuities for housekeeping, dining and bar staff. The cruise fare does not include port, security and handling charges, fuel surcharges, other surcharges, shore excursions, sightseeing or meals ashore, taxes, gratuities, visa fees, laundry or valet service, or any item or service whatsoever of a personal nature, such as medical treatment, massage, spa services or hairstyling. Transfers between the airport and ship on the day of embarkation and disembarkation are included for full-fare Guests purchasing the companies’ optional Air/Sea add-on Program described below. Cruise fare does not include miscellaneous charges levied by the air carriers for services, including but not limited to luggage, meals, special seat assignments or any other airline provided service, which are the Guest’s responsibility. Details regarding such fees are available on the individual Airlines websites.
B) All offers may not be combinable with other promotions, apply to first two Guests in stateroom or Suite, are capacity-controlled, subject to availability and may be changed or withdrawn at any time. The company reserves the right to collect the rate in effect at the time of sailing, including, but not limited to, the fact that if the Guest is on a waitlist and is subsequently confirmed, such confirmation will be subject to Cruise Fares and Optional Air Add-ons in effect on the date that the cruise is confirmed. Fuel surcharges may be added at any time to defray fuel cost increases, even if the Fare has been paid in full.
3. Non-Transferability/Binding Effect:
The Ticket is valid only for the Guest or Guests named on the ticket for the date and Ship indicated. It may not be sold or transferred. The Terms and Conditions of the Ticket are binding on, and confer benefits to, the Guest, the Guest’s spouse, heirs, executors, administrators, personal representatives, dependents and next of kin. The Guest represents and warrants that he or she is duly authorized by and on behalf of all Guests (including children) named on the Ticket to agree to all of the terms and conditions of the Ticket and to bind all such Guests to such terms and conditions.
The Guest is required to be on board the Ship at least 2 hours before departure time. At the time of embarkation the Guest is responsible for having received all medical inoculations necessary for the voyage and having in his or her possession the Ticket, valid passport, visas and other documents necessary for the scheduled ports of call and disembarkation. If the Guest does not have proper documentation he or she will not be allowed to board the Ship.
5. Cancellations or Category Downgrades Prior To Embarkation:
Cancellation or category downgrade requests must be made by telephone or in writing to Crystal Cruises. The charts below set forth the time by which the request must be received by Crystal Cruises prior to the Optional Crystal Air/Sea Program or, for non-Air/Sea Guests, the Cruise, departure date (“Departure Date”), and the cancellation fee which will be charged. In the event of a cancellation, a full refund of Total Fare (including cruise, air, hotel and Extended Land Programs); and in the event of category downgrade, full refund of the cruise-only difference between the original category and the downgraded category will be made to the Guest through the travel agent, except as noted herein below. Such cancellation fees will be assessed by Crystal Cruises, regardless of a name change or stateroom resale. See info below for appropriate voyage and year policy.
CANCELLATION OR CATEGORY DOWNGRADE FEESALL 2015 - 2017 VOYAGES including all Grand Cruises (6201-6207; 7201-7207)91 + days Full Refund90-46 days to sailing 20%45-31 days to sailing 50%30 days to sailing 100% 2015 FULL World Cruise and Combos of 53+ days or more2016 FULL World Cruise and Combos of 56+ days or more2017 FULL World Cruise and Combos of 51+ days or more 151+ days Full Refund150-91 days to sailing 20%90-61 days to sailing 50%60 days to sailing 100% 2015 World Cruise Segments/combos of 52 days or less2016 World Cruise Segments/combos of 55 days or less2017 World Cruise Segments/combos of 50 days or less 91+ days Full Refund90-61 days to sailing 20%60-31 days to sailing 50%30 days to sailing 100% 2016 Northwest Passage Voyage 6319After deposit $500181-121 days prior to sailing 20%120-61 days prior to sailing 50%60 days prior to sailing 100% A) All appropriate refunds will be made to the Guest through the travel agent, except for those payments made by credit card, in which case the amount of the refund will be credited directly to the cardholder’s account. Any inquiries about a refund must be made by the Guest to the travel agent. Some agents may, at their discretion, withhold an agency cancellation fee. Crystal Cruises will not be responsible for the receipt by the Guest of refund monies, except for those refunds made to credit cardholder’s account. A travel agent used by the Guest acts solely for the Guest and is deemed the agent of the Guest. Crystal Cruises is not responsible for the financial condition or any actions of any such travel agent. If the agent fails to remit to Crystal Cruises any money paid by the Guest to the travel agent, the Guest remains liable for the fare due to Crystal Cruises, regardless of when Crystal Cruises demands the payment. Any refund made by Crystal Cruises to an agent on behalf of the Guest is considered, for purposes of this Passage Contract, as being the same as payment to the Guest, whether or not the travel agent delivers the refund money to the Guest. Receipt of any documentation or information by the Guest’s travel agent, including, but not limited to, this Passage Contract, is deemed to constitute receipt by the Guest.
6. Baggage, Valuables And Other Possessions:
Each Guest may bring aboard the Ship a reasonable amount of clothing and personal effects without charge, subject to airline restrictions. All baggage must be securely packed and distinctly labeled with the Guest’s full name, the name of the Ship, the stateroom number of the Guest and the sailing date of the Ship. All checked baggage must be locked.
A) Guest must personally carry baggage containing breakable items and valuables, including, but not limited to jewelry, watches, money, precious stones and metals, securities, checks, other financial instruments and/or tickets, at all times during transit, including, but not limited to, on and off the Ship. Guests should not give such baggage containing breakable items or valuables to any one at any time, including, but not limited to, porters, Ship personnel or anyone else who is not known personally to the Guest, regardless of any assurances given to Guest that it is safe to do so, at any time, including, but not limited to, during transit to and from the airport, arrival at the Ship, boarding and checking into Guest’s stateroom, or at any other time while traveling. Such baggage is the full and sole personal responsibility of the Guest at all times. Such baggage may not be included with checked baggage. Guests are personally responsible for their baggage throughout the travel process and should personally ensure that their valuables are carried to their staterooms and stored appropriately in the stateroom safe or in the Ship safe available at the front desk. Crystal Cruises is not responsible for loss of or damage to any such items.
B) Weapons, ammunition, explosives, substances that are hazardous, disabling, or illegal, or any other article that in the opinion of the master shall be deemed dangerous, are strictly prohibited aboard the Ship. Such additional dangerous articles include, but are not limited to, firearms, stun guns, swords, ice picks or knives. A more comprehensive list of prohibited items is available through Crystal Cruises Onboard Guest Services. Any such items shall be surrendered to the Captain at embarkation, and may be disposed of in the sole discretion of the Captain.
7. Liability Limitations For Loss Of Or Damage To Property:
The total value of the luggage, valuables and other personal belongings of a Guest aboard the Ship who does not purchase the companies’ Cruise Protection Program, as set forth in paragraph 8, or who does not deposit valuables for safekeeping, as described in the Ticket, shall be deemed not to exceed the amount of U.S. $250 per Guest, and the companies’ liability, if any, for loss of or damage to such belongings is limited to a maximum of U.S. $250 per Guest. If a Guest travels by air or other transportation, the terms and conditions of the airline or other transportation provider apply to the Guest’s carriage on those conveyances, and the company shall not have any liability for loss or damage to luggage, valuables and other personal belongings arising out of, or related to, such air or other travel.
A) Crystal Cruises provides safekeeping for valuables aboard Ship and encourages Guests to deposit any jewelry or other valuables brought aboard the Ship with the Reception Desk staff who will issue a receipt for such valuables. The company provides an in-room personal safe for your convenience. However, the company shall not be liable for any loss of or damage to money, jewelry, watches, precious stones and metals, securities, financial instruments, tickets and/or other valuables unless they have been delivered to the Reception Desk for safekeeping and a receipt issued. The value of articles delivered for safekeeping shall be deemed not to exceed U.S. $250 unless the Guest declares in writing the articles delivered are of a higher value.
B) All settlements will be made on the basis of actual cash value (replacement cost, less depreciation) to the extent of the $250 limit of liability of the company. Claims for damaged items will be settled on the basis of cost of repair. No amount shall be paid in settlement of any claim without proof of the actual cash value, or repair cost, as appropriate, arising from the loss or damage. Such proof must be sent to the company. The companies’ liability must also be proven before any settlement will be paid.
C) Personal belongings lost while unattended in public lounges or other public areas, whether on board the Ship or elsewhere, are not reimbursable. Losses due to ordinary wear and tear, perils of the sea, and other acts-of-God are not reimbursable.
D) For all cruises that do not begin, end or call at a Port of the United States of America or where the booking is made in the EU, then the liability for loss of or damage to property shall be governed by the Convention relating to the Carriage of Passengers and their Luggage by Sea, adopted at Athens on 13th day of December 1974 and the Protocol thereto adopted as of November 1976 (hereinafter “Athens Convention”) or where applicable from 1st January 2013 EU Regulation 392/2009. Liability for loss of or damage to property pursuant to the Athens Convention and EU Regulation 392/2009 is limited. Luggage is assumed to be delivered without damage unless the notification procedures have been followed. The use of safes on board is not a deposit with the Ship under the Convention or the Regulation.
8. Cruise Protection Program:
The Crystal Cruises’ Cruise Protection Program is insurance available for purchase by Guests. The Cruise Protection Program (including trip cancellation coverage) is administered by Aon Affinity - Berkely Travel. The Cruise Protection Program description of coverage may be obtained from the companies’ desk at 1-800-521-4591 or by writing to the Crystal Cruises. The Cruise Protection Program is available at the cost in effect at the time of booking. If purchased, the Cruise Protection Program premium must be paid in full with the final cruise payment; it cannot be added at a later date and is not refundable under any circumstances.
A) Cancellation: Cancellation fees will be assessed according to paragraph 5, “Cancellations Prior to Embarkation.” Refunds, if any, will be made to Guests who have purchased the Cruise Protection Program and only in accordance with the terms and conditions of the Cruise Protection Program.
B) Baggage Protection: Coverage for loss of or damage to baggage and other personal property of Guests who purchase the Cruise Protection Program is described in the Cruise Protection Program brochure. Such insurance coverage does not include any amounts or any property not specifically set forth in that brochure. Other than as elsewhere stated in this passage contract, the company shall have no liability of any kind for any reason for loss of or damage to baggage or personal effects.
9. Itinerary/Right To Change/Detention:
Crystal Cruises reserves the right at its sole option and discretion and that of the Captain of the Ship without liability for damages or refund of any kind, to deviate from the Ship’s advertised or ordinary itinerary or route, to delay, advance or cancel any sailing, to omit or change ports of call, to arrange for substantially equivalent transportation by another vessel and/or by other means of transportation, to cause the Guest to disembark from the Ship temporarily or permanently, to tow or to be towed or assist other vessels or to perform any similar act which, in its sole judgment and discretion, is justified for any reason. Crystal Cruises may for any reason whatsoever cancel any sailing at any time before departure of the Ship. In such event, Crystal Cruises’ only liability will be to refund to the Guest the amount it has received for the Ticket. If a voyage is cancelled due to mechanical failure of the Ship, the Guest will be entitled to a full refund of the cruise fare, or a partial refund for voyages that are terminated early due to those failures. If a voyage is terminated early due to mechanical failure of the Ship, the Guest is also entitled to transportation to the Ship’s scheduled port of disembarkation or the Guest’s home city, at the discretion and expense of Crystal Cruises, as well as lodging at the unscheduled port of disembarkation, if required, at the expense of Crystal Cruises.
10. Health/Pregnancy/Children/Disability/Wheelchair/Security/Indemnification:A) The Guest represents and warrants that the Guest is physically, mentally and otherwise fit to travel; that Guest has received all medical inoculations necessary and that he or she will at all times comply with the Ship’s rules and regulations and orders and directions of the Ship’s officers and medical staff; that his or her conduct will not impair the safety of the Ship or inconvenience other Guests. Crystal Cruises is unable to accommodate women past their 24th week of pregnancy. B) Unwed, unrelated couples must be 18 or over to be booked in the same stateroom. Crystal Cruises is unable to accommodate children under 6 months of age and reserves the right to restrict the number of those under 3 years of age aboard the Ship. Any child under the age of 18 must be accompanied by an adult over the age of 21. In addition, if the adult accompanying this child is not a parent, a “Parental Consent Guardianship Form” must be signed by a parent or legal guardian and received by Crystal Cruises at least 30 days prior to sailing. Guests age 17 and under, must be in a stateroom either with a parent or a guardian over 21 years of age. No one under the age of eighteen 18 is permitted in the Ship’s casino or to participate in any monetary-based games of chance (including Bingo) on board. C) Guests with any disability, including those primarily confined to wheelchairs or scooters or who use service animals, are recommended to notify Crystal Cruises at the time of booking. Crystal Cruises strongly recommends these Guests be accompanied by someone who is able to assist them both ashore and at sea. Some ports of call are anchorage ports, and physical conditions may preclude these Guests from going ashore. This decision must be made by the Captain of the Ship based on safety and is binding. Guests requiring a wheelchair or scooter must bring their own. Electrically powered scooters may only be brought on board upon completion of a Release and Indemnity form. Motorized scooters must not exceed 22” in width. Crystal Cruises reserves the right to limit the number of scooters on board. Portable oxygen tanks and oxygen concentrators may be used on board, provided that Crystal Cruises’ Onboard Guest Services is notified via a completed Release and Indemnity form at least 30 days prior to sailing. Crystal Cruises has a limited number of accessible staterooms available on a “first-come, first-serve” basis. Crystal Cruises is obligated by law to investigate and pursue those individuals fraudulently requesting and using accessible staterooms. Crystal Cruises understands a service animal to be any dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, sensory, psychiatric, intellectual, or other mental disability. Animals that are not trained to do work or perform tasks are not considered to be service animals. Emotional support animals, which provide emotional support, well-being, comfort, or companionship to an individual with disabilities but are not trained to do work or perform tasks, are not considered to be service animals. Pets and other animals who are not service animals are not allowed on board the Ship. D) The Guest hereby consents to a reasonable search being made of the Guest’s person, baggage or other property, and to the removal and confiscation or destruction of any object which may, in the opinion of Crystal Cruises impair the safety of the Ship, be illegal or inconvenience other Guests. E) Guest understands and agrees that Guests must be at least 18 years old to be served wine and beer, and at least 21 years old to be served spirits. When docked or anchored in U.S. ports, within the three-mile limit, guests must be at least 21 years old to be served any alcoholic beverage. Guest agrees not to attempt to provide or consume alcoholic beverages in violation of this policy, either for themselves or others. Guest agrees to consume alcoholic beverages only in moderation and Crystal Cruises reserves the right to refuse alcoholic beverages to any intoxicated or underage Guest. Crystal Cruises reserves the right to prohibit and retain all liquor brought aboard the Ship. Guest agrees to abide by this provision. F) Guests shall observe the nonsmoking areas on board the ships. Indoor smoking is permitted only in the Connoisseur Club smoking lounge. Smoking is prohibited in all other indoor areas of the ship including all other public rooms, lounges, corridors and restaurants, as well as all staterooms, suites and verandahs. If smoke is detected in a stateroom or suite, a cleaning fee of $250 per occurrence will be billed to Guest's account. Outdoor smoking is allowed in a limited number of designated spaces as follows: Cigarette (including e-cigarette) smoking: Decks 10, 9 and 8 Aft on Crystal Symphony and Crystal Serenity; Deck 11 Aft Crystal Serenity; Seahorse pool area, port side only Promenade Deck. Cigar & Pipe smoking: Decks 10, 9 and 8 Aft on Crystal Symphony and Crystal Serenity; Deck 11 Aft Crystal Serenity. Fines will be charged for violations in accordance with this policy. If there is ongoing violation of the non-smoking policy, more stringent consequences, including disembarkation without refund, may be ordered by the Captain. G) The Guest shall indemnify Crystal Cruises for all penalties, fines, charges, losses or expenses incurred or imposed upon Crystal Cruises or the Ship by virtue of an act or violation of law by the Guest. H) The Guest agrees that he or she shall not solicit for commercial purposes Guests or others on board the Ship, or advertise goods or services on board the Ship without the prior written permission of Crystal Cruises. Solicitation by vendors of goods and services, including, but not limited to, solicitation by travel agents, is strictly forbidden.
11. Independent Contractors/Shore Tours/Limit Of Liability:A) Crystal Cruises reserves the right to refuse booking of passage on a Cruise to any person or to cancel Guest’s existing Cruise reservation for any reason and regardless of a Guest’s Crystal Society level or existing benefits. Any person(s) refused booking or passage in advance of the scheduled sailing by Crystal Cruises will be given a refund of their Cruise Fare unless such refusal is due to the action or inaction of Guest. Crystal Society milestones have no cash value and therefore will not be refunded. B) Crystal Cruises, without any liability, including liability for refund, payment, compensation or credit, except as provided herein, may disembark or refuse to embark Guest because of the action or inaction of Guest, confine Guest in a stateroom, quarantine Guest, restrain Guest, change Guest’s accommodations or disembark Guest at any time if, in the sole opinion of Crystal Cruises, the Captain or any Doctor, Guest or any minor or other person in Guest’s care during the Cruise are unfit for any reason for the Cruise, or Guest’s presence might be detrimental to Guest’s health, comfort or safety or that of any other person, or in the judgment of the Captain is advisable for any reason. The Captain of the Vessel has the right in his sole discretion to make decisions in this regard for the safety and security of the Vessel and the health, safety and security of those on board. C) Crystal Cruises reserves the right to request a letter from Guest’s physician attesting to Guest’s fitness to travel, but by requesting such letter does not waive its right to disembark or refuse to embark Guest as set forth herein. If Guest is required to remain on board the Ship or elsewhere, due to injury, illness, or disability, or due to action of any government or authority, or for any other reason not the fault of Crystal Cruises, Guest must pay or reimburse Crystal Cruises for all resulting costs and expenses including for food, transportation, accommodation, medical and/or repatriation services including but not limited to such costs incurred by or on account of services provided by port agent and other shoreside service providers, including luggage shipping costs for Guest and those accompanying Guest. Guests who will enter the 24th week of pregnancy by the last day of the Cruise may not book the Cruise or board the Ship. D) If the Guest is refused passage or leaves the Ship prior to the end of the cruise for any of the reasons described in this section or for other reasons including, but not limited to, personal, medical, or business reasons, Crystal Cruises will not be liable or required to refund any portion of the Ticket price, or to be responsible for any payment, compensation or credit of any kind or for any of the Guest’s costs. E) The provisions of Regulation 1177/2010 on Passenger Rights when Travelling by Sea and Inland Waterways will apply where the Port of embarkation is in the EU. This requires passengers who are disabled and/or who have reduced mobility to advise of their needs at the time of booking, including the need to bring on board any special medical equipment. This Regulation requires that passengers with disabilities and mobility problems be carried unless they cannot be carried safely in accordance with applicable safety requirements established by International, EU or National Law. Guests are therefore encouraged to provide as much information at the time of booking as possible 12. Independent Contractors/Shore Tours/Limit Of Liability: A) Tours, including pre-cruise, post-cruise and other shore excursions, including hotels, restaurants and transportation, whether by vessel, air, rail, land or other means, not owned or operated by Crystal Cruises, are not under the operation or control of Crystal Cruises, and Crystal Cruises makes no representation of any kind as to them, and takes no responsibility for them, even if, as a convenience to Guests, Crystal Cruises provides an escort. Crystal Cruises takes no responsibility for air or other transportation under any circumstances. Guests must assume responsibility for their actions while ashore and for their participation in shore activities. B) The Guest shall have no right to any refund and Crystal Cruises shall have no obligation or liability of any kind to the Guest for acts or omissions in connection with or arising out of arrangements with independent contractors since they are not agents or employees of Crystal Cruises. Arrangements with independent contractors include, but are not limited to, the following: i) services or products available for the Guest’s convenience on board the Ship and furnished by barbers, hairdressers, manicurists, masseurs, spa operators, photographers, entertainers, instructors, lecturers and others; ii) services, products or transportation provided elsewhere than on board the Ship which are furnished by others in connection with sightseeing tours, pre-cruise and post-cruise tours, excursions and shore trips, including, but not limited to, tender service, whether arranged or organized by tour operators, travel agents or Crystal Cruises. C) The independent contractors shall be entitled to charge for any products sold, services rendered or transportation provided to the Guest either directly or, as a convenience to Guests, through Crystal Cruises, for which services Crystal Cruises is entitled to impose a charge and earn a profit. Refunds will not be given for partially used services. No refund will be made for missed hotel nights or other program features due to airline delays or other factors beyond the control of Crystal Cruises. Hotel Programs and Extended Land Programs are subject to the same cancellation policy as described in “Cancellations Prior to Embarkation.” D) Each Guest agrees that all rights, exemptions from liability, defenses and immunities of whatsoever nature referred to in the Ticket applicable to Crystal Cruises and the Ship, shall in all respects inure also for the benefit of any servant, agent or independent contractor of Crystal Cruises acting in the course of or in connection with their employment so that in no circumstances shall any such servant, agent or independent contractor as the result of so acting be under any liability to any such Guest different from that of Crystal Cruises, and for purposes of the agreement contained in this section, Crystal Cruises is or shall be deemed to be acting on behalf of and for the benefit of all persons who are or may be its servants, agents or independent contractors from time to time and all such persons shall to this extent be or be deemed to be parties to the passage contract contained in or evidenced by the Ticket. E) Crystal Cruises will arrange air transportation upon a Guest’s request as a separate service. If a Guest chooses this optional service, Guest authorizes Crystal Cruises to select the air carrier, routing and schedule and to substitute charter flights for scheduled air or vice versa. If due to any cause beyond our control, Crystal Cruises is unable to arrange for air travel or the air travel we arrange is unavailable or otherwise fails to materialize, our liability will be limited to refunding the optional air add-on amount paid to Crystal less any applicable change or special deviation fees. Crystal assumes no liability for any acts or omissions of any airline, including, without limitation, those involving cancellation of flights, schedule changes, re-routings, damage to or delay or loss of baggage, flight delays, equipment failures, accidents, pilot or other staff shortages, overbooking or computer errors. In arranging transportation, Crystal acts as agent for the air carrier and not as principal. The liabilities and obligations of an airline to the Guest and the Guest's rights as an airline passenger are governed exclusively by the terms and conditions of the airlines’ tickets and tariffs. Crystal Cruises does not own or operate the air carrier, ground transportation or hotels, and is not liable in any way for loss, damage, injury, illness or death arising in conjunction with the services provided by these independent contractors.