ComplaintsforCapital Jazz Fest

• Initial Complaint

  03/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid and planned to cruise with Capital Jazz Cruise Jan 14-22, 2022. Due to the pandemic, I was informed just seven days prior to sailing that this cruise was being cancelled due to the ongoing pandemic and recent CDC changes for cruise travel. A follow up email was later sent on January 24, 2022 stating our refund or credit/transfer options. I chose the refund option which included a 3% penalty. The refund policy indicated that it should take up to 90 days for processing. My complaint is 1)I used my debit card not credit card and should not be assessed a 3% penalty fee. 2) Up to 90 days should not mean 90 days exactly! It's been 60+ days since the email was received and acknowledged that I prefer a refund. Technology today warrants a faster turn around on returns. This whole ordeal has put a bitter taste in my mouth as this was my 1st CJC cruise (supposedly). If I had to abide by the payment plan rules so that I would not be assessed a late fee, why am I still being assessed a penalty for the refund as well as the excessive amount of time it is taking the company to process the return?

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/28) */ We are granting our 2022 SuperCruise guests the option to receive a refund, use their credit towards a future sailing or transfer to the January 2023 sailing. We adjusted our cancellation policy to allow guests to receive a refund (when normally they would not be entitled to a refund). Our guests were given until March 1st 2022 to select their option. In this case, this guest confirmed on January 24, 2022 that they would like a refund. As we advised all of our guests, their refund should be processed within 90 days of the date of request. Consumer Response /* (2000, 7, 2022/03/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company sent a separate email to me explaining the reason for the 3% transaction fee, why the refund will be processed as a check instead of debited back to my account, and most importantly, informed me that my refund has been forwarded to their check processing department which will hopefully be mailed soon

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I were booked on the 2022 Capital Jazz cruise set to depart on January 14, 2022. After months of uncertainty and very poor communication, the cruise was cancelled on January 7. Refund options were offered and we filed for full refunds on January 24. Told it could take up to 90 days to receive an electronic check via email minus a 3% fee (which I don't agree with but had to in order to request our refund). As of this filing there has been no further communication from the company unless you actually call or text. Only response given is it could take 90 days. The handling of this situation is very poor and unprofessional. It has tarnished my opinion of this company and embarking on any future cruises. Our refund is approximately $6000 of our money that they are holding hostage. I would appreciate our refunds to be processed immediately.

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/03/25) */ We are granting our 2022 SuperCruise guests the option to receive a refund, use their credit towards a future sailing or transfer to the January 2023 sailing. We adjusted our cancellation policy to allow guests to receive a refund (when normally they would not be entitled to a refund). Our guests were given until March 1st 2022 to select their option. In this case, this guest confirmed on January 24, 2022 that they would like a refund. As we advised all of our guests, their refund should be processed within 90 days of the date of request. Consumer Response /* (3000, 8, 2022/04/06) */ Good afternoon, This is the email we received from Capital Jazz regarding our refund request (see below). Still don't understand or agree with the fee for refunds via check. But at this point we just want our money back. I called today to see how long the processing of our refund would take after receiving this email and was told it could still take up to 90 days to process. To say we are frustrated by the way they are handling this situation is an understatement. Not sure if you would be able to get a more definitive answer or date about our refund. ******** ***** Business Response /* (1000, 13, 2022/04/26) */ This guest has been refunded.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I were booked on the 2022 Capital Jazz cruise set to depart on January 14, 2022. After months of uncertainty and very poor communication, the cruise was cancelled on January 7. Refund options were offered and we filed for full refunds on January 24. Told it could take up to 90 days to receive an electronic check via email minus a 3% fee (which I don't agree with but had to in order to request our refund). As of this filing there has been no further communication from the company unless you actually call or text. Only response given is it could take 90 days. The handling of this situation is very poor and unprofessional. It has tarnished my opinion of this company and embarking on any future cruises. Our refund is approximately $6000 of our money that they are holding hostage. I would appreciate our refunds to be processed immediately.

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/03/22) */ We are granting our 2022 SuperCruise guests the option to receive a refund, use their credit towards a future sailing or transfer to the January 2023 sailing. We adjusted our cancellation policy to allow guests to receive a refund (when normally they would not be entitled to a refund). Our guests were given until March 1st 2022 to select their option. In this case, this guest confirmed on January 24, 2022 that they would like a refund. As we advised all of our guests, their refund should be processed within 90 days of the date of request. Consumer Response /* (3000, 7, 2022/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) We received the response from the company. I called an asked how long will the refund process take now that it was submitted and they are still saying it may take up to 90 days. I don't understand why that is still the case after it has been submitted for processing. Business Response /* (1000, 13, 2022/04/26) */ This guest has been refunded. Consumer Response /* (3000, 15, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes our refund was finally received in the form of an e-check that could not be deposited using a mobile banking app, it was not accepted at Navy Federal Credit union. You had to physically present the check at the bank teller or other options to receive it easier included more fees. Though we are happy to finally receive our refund so many people are still waiting, including friends we were traveling with. The entire way Capital Jazz handled this situation from waiting to the last minute to cancel cruise, literally 1 week before sailing, to making it seem as though they were doing guests a favor by granting refunds, to the non-existent communication via phone or email and promotion of the 2023 cruise while so many people are left in the dark and awaiting any information on the status of their refund, to sending out e-checks that were not easy to cash. All of it showed unorganization, unprofessionalism, disregard and disrespect to guests who have usually enjoyed this cruise.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a cruise set to sail 1/14/2022 returning 1/22/2022. Made monthly payments as outlined by the cruise operator totaling $6,120.00. On 1/7/2022, Capital Jazz Fest productions sent an email advising the cruise would be canceled per CDC advisory safety concerns. Per 1/7/2022 email, further updates would be sent no later than 1/24/2022 with options to choose: a cruise credit for up to two years, the option to transfer funds to the upcoming 2023 Supercruise or a refund of fees paid minus 3% credit card processing fee. I am requesting a FULL refund = $6120.00. I am disputing the 3% credit card processing fee as this fee was not outlined in the initial booking process nor was this fee charged at time of my monthly outlined payments. I've also confirm the refund will be processed via electronic check form. Also, the refund process can take up to 90 days to process which is unacceptable. Capital Jazz Fest Productions can simply issue a refund back onto my credit card that's on file (I can provide if necessary to expedite this process). The refund should be for the full amount paid = $6120.00. The Capital Jazz Fest should not be able to apply any other fees that was not disclosed upon initial booking as that was a binding contract. I've attached my booking confirmation outlining all payments made. Also both emails received 1/7/2022 & 1/24/2022. I did send an email on 1/17/2022 requesting a full refund. I am not agreeing to the 3% credit card processing fee hence why I am not sending in the form Capital Jazz emailed. Per their request form, if I request a refund, I am agreeing & consenting to the 3% credit card fee which I am NOT as well as the 90 days processing time.

  Business response

  02/03/2022

  Business Response /* (1000, 9, 2022/02/03) */ ***Document Attached*** Early January Capital Jazz notified all registered guests the SuperCruise January 2022 sailing has been cancelled due to the ongoing pandemic and recent CDC change for cruise travel to the highest level 4 regardless of vaccination status. We are granting guests the option to receive a refund, use their credit towards a future sailing or transfer to the January 2023 sailing. We adjusted our cancellation policy to allow guests to receive a refund (when normally they would not be entitled to a refund). Our guests have until March 1st 2022 to select their option. Our original cancellation policy is to not refund any guest after 15 days of your initial booking. However, with our cancellation of the 2022 sailing due to this unprecedented pandemic, we had to make an exception to allow refunds, credits or transfers to a future sailing. The 3% fee being questioned is charged to Capital Jazz by the bank/credit card companies for credit card and debit transactions. This fee is deducted from every electronic transaction and Capital Jazz never receives these funds. After 60 days, the credit card company keeps that 3% and will not refund it, even if the transaction is canceled. For transactions older than 60 days, which applies to the majority of the 2022 SuperCruise transactions, any refunds must be processed by check. The bank/credit card companies no longer grant special access for us to process refunds back onto the credit or debit card originally used. Also, given the numerous refunds that must be processed in the order the cancellation options are confirmed by each guest, we must manage this lengthy process. This is why we are notifying guests it may take up to 90 days for receipt of their refund if that is the option they select. Consumer Response /* (3000, 17, 2022/03/04) */ This case should not be closed. While the business provided an answer regarding the 3% credit card processing fee (which is not publicly disclosed) & still have not received a refund to resolve this matter. It's been over 30 days with no valid response on the status of my refund. I've spoken with the Manager Lori requesting a response if the refund process has begun & an appropriate ETA on where I am within the refund process. No response has been provided except "can take up to 90 days to proceed an electronic refund check" which is absolutely insane & highly inconvenient. I need a valid & acceptable response from Capital Jazz regarding my refund check. 30 days is more than sufficient time frame to process my check. Business Response /* (4000, 19, 2022/03/08) */ We have advised this guest that her refund will be processed in the order her request was received. She will be contacted once her refund has been issued. Consumer Response /* (4200, 21, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the business basically indicates ...... I'll get my refund whenever they get around to it!!!...... There was no research into the status of my refund to provide a more acceptable or sufficient response. Lori, did advise they were in fact, processing refunds but as a supervisor definitely did not provide any form of positive customer experience with taking time to research the status of my refund as I've outlined in my rebuttal email back to her! I'm still waiting for my response!! Just sad. And I still don't have my money! Just provide me with a date when my refund will be processed. Business Response /* (4000, 23, 2022/03/21) */ This customer was advised that we are processing refunds in the order the requests were received and will issue a refund check within 90 days of the request. Her request form was received on 2/3/2022 therefore she should receive her refund no later than 90 days from that date. Business Response /* (1000, 9, 2022/02/03) */ ***Document Attached*** Early January Capital Jazz notified all registered guests the SuperCruise January 2022 sailing has been cancelled due to the ongoing pandemic and recent CDC change for cruise travel to the highest level 4 regardless of vaccination status. We are granting guests the option to receive a refund, use their credit towards a future sailing or transfer to the January 2023 sailing. We adjusted our cancellation policy to allow guests to receive a refund (when normally they would not be entitled to a refund). Our guests have until March 1st 2022 to select their option. Our original cancellation policy is to not refund any guest after 15 days of your initial booking. However, with our cancellation of the 2022 sailing due to this unprecedented pandemic, we had to make an exception to allow refunds, credits or transfers to a future sailing. The 3% fee being questioned is charged to Capital Jazz by the bank/credit card companies for credit card and debit transactions. This fee is deducted from every electronic transaction and Capital Jazz never receives these funds. After 60 days, the credit card company keeps that 3% and will not refund it, even if the transaction is canceled. For transactions older than 60 days, which applies to the majority of the 2022 SuperCruise transactions, any refunds must be processed by check. The bank/credit card companies no longer grant special access for us to process refunds back onto the credit or debit card originally used. Also, given the numerous refunds that must be processed in the order the cancellation options are confirmed by each guest, we must manage this lengthy process. This is why we are notifying guests it may take up to 90 days for receipt of their refund if that is the option they select. Consumer Response /* (3000, 17, 2022/03/04) */ This case should not be closed. While the business provided an answer regarding the 3% credit card processing fee (which is not publicly disclosed) & still have not received a refund to resolve this matter. It's been over 30 days with no valid response on the status of my refund. I've spoken with the Manager Lori requesting a response if the refund process has begun & an appropriate ETA on where I am within the refund process. No response has been provided except "can take up to 90 days to proceed an electronic refund check" which is absolutely insane & highly inconvenient. I need a valid & acceptable response from Capital Jazz regarding my refund check. 30 days is more than sufficient time frame to process my check. Business Response /* (4000, 19, 2022/03/08) */ We have advised this guest that her refund will be processed in the order her request was received. She will be contacted once her refund has been issued. Consumer Response /* (4200, 21, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the business basically indicates ...... I'll get my refund whenever they get around to it!!!...... There was no research into the status of my refund to provide a more acceptable or sufficient response. Lori, did advise they were in fact, processing refunds but as a supervisor definitely did not provide any form of positive customer experience with taking time to research the status of my refund as I've outlined in my rebuttal email back to her! I'm still waiting for my response!! Just sad. And I still don't have my money! Just provide me with a date when my refund will be processed. Business Response /* (4000, 23, 2022/03/21) */ This customer was advised that we are processing refunds in the order the requests were received and will issue a refund check within 90 days of the request. Her request form was received on 2/3/2022 therefore she should receive her refund no later than 90 days from that date. Consumer Response /* (3000, 30, 2022/05/09) */ ***Document Attached*** It's been past 90 days now as I still have not received my refund. And based upon their reply email, they have no clue when my refund will be processed. I'm not understanding why the customer service manager cannot reach out to their check processor's contact to confirm statis of when my refund will be processed. This is ridiculous. I've allowed their requested 90 days and still no refund with no reasonable response either. I need my refund processed ASAP!

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid in full for a chartered cruise with Capital Jazz Productions that's suppose to take place Jan14-22.Due to the existing pandemic I was informed after calling there customer service number that this cruise is being cancelled.As of today I've received no email and we are 1 week away.Myself as well as many other participants know nothing.This is totally an unacceptable business practice

  Business response

  02/10/2022

  Business Response /* (1000, 8, 2022/02/01) */ Early January 2022 Capital Jazz notified all registered guests the SuperCruise January 2022 sailing has been cancelled due to the ongoing pandemic and recent CDC change for cruise travel to the highest level 4 regardless of vaccination status. We are granting guests the option to receive a refund, use their credit towards a future sailing or transfer to the January 2023 sailing. We adjusted our cancellation policy to allow guests to receive a refund (when normally they would not be entitled to a refund). Our guests have until March 1st 2022 to select their option. Consumer Response /* (2000, 11, 2022/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sign on to go on, attend the 2021 Capital Jazz Supper Cruise In July 2020. It was postponed due to the Civid pandemic to Jan, 14, 2022. I paid $2300. In the summer of 2019 they offered a refund to everyone who wanted one, which I applied for. They would not process my refund and said they wouldn't do anything unless I provided my vaccine records. I did not because I didn't think it was fair for them to demand my medical record, vaccine record to be considered for the refund. Once I did, they refused to process my refund. I do not want to be on a cruise ship during this pandemic. Please instruct them to issue my refund. Reservation ******** The CDC, reported on Dec 30 that people should avoid cruise travel, regardless of vaccination status.

  Business response

  01/21/2022

  Business Response /* (1000, 7, 2022/01/12) */ ***Document Attached*** This cruise was cancelled on January 7, 2022. We will issue an update to our guests no later than January 24, 2022 with options for a refund or credit for a future SuperCruise sailing. Consumer Response /* (2000, 9, 2022/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Capital Jazz original email that detailed the conditions for a refund DID NOT say that if one was vaccinated they would not be able to get a refund.It gave all registered simply the option to apply for a refund or apply the funds to the next trip. It DID NOT state I had to state my status for the refund. I do not feel that it is fair that they can make a determination based on someone's vaccine status if one has a vaccine or not. The fact that one wants to protect themselves from a life threatening event that there's documenting evidence for months before the trip is enough to honor my refund request. Vaccination or not. If I got sick on that boat I'd just be put in a room and told good luck by them and the cruise company. It's besides the point of my cruise history, I've been a good customer and gone on this cruise for five years, so I'D BEEN A REPEAT CUSTOMER but now treated like just a number, not a person who's well being, health would be put in a extreme risk of health if on this boat. Please refund my account. Thank you.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  MY HUSBAND AND I BOOKED A CRUISE WITH THIS COMPANY 20AUG2019 TO CRUISE JANUARY 2021, THE CRUISE WAS CANCELED DUE TO COVID19, WE AGREED TO BE ROLLED OVER TO THE JANUARY 2022 CRUISE OUR TOTAL CHARGE WAS $5,820.00 OF WHICH IS PAID IN FULL. THE SUPER JAZZ CRUISE SENT OUT INFORMATION LATE AUGUST 2021 ADVISING WE WOULD HAVE TO PROVIDE A NEGATIVE COVID19 TEST TO BOARD THE CRUISE SHIP, A ROYAL CARIBBEAN SHIP. MID NOVEMBER 2021 WE WERE SENT NEW VACCINATION REQUIREMENTS FOR THE CRUISE LINES " REQUIRING ALL ADULT GUESTS TRAVELING ON THEIR SHIP TO BE FULLY VACCINATED TO SAIL". THE ADVISEMENT OFFERED THREE OPTIONS IF YOU ARE NOT PRESENTLY VACCINATED AND DON'T PLAN TO BE VACCINATED AND FOR PERSONAL REASONS WE WILL NOT BE. SINCE THE POLICY HAS CHANGED WE ARE REQUESTING A FULL REFUND AND CAPITAL JAZZ HAVE ADVISED THEY WILL TAKE A 3% PENALTY FROM OUR MONEY. THIS IS TOTALLY UNACCEPTABLE - THEY HAVE HAD MONEY FROM US SINCE 20AUG2019. THE REPRESENTATIVE AT CAPITAL JAZZ ADVISED THAT I CALL CUSTOMER SERVICE WHEN I CALLED COMPLAINING ABOUT THE 3% PENALTY, SHE ALSO ADVISED THIS IS A ROYAL CARIBBEAN POLICY AND THEIR SHIP. I DID CONTACT ROYAL CARIBBEAN AND WAS ADVISED BY JASON AT ROYAL CARIBBEAN, THAT SINCE THE POLICY HAS CHANGED ROYAL CARIBBEAN IS ALLOWING ALL PASSENGERS A FULL REFUND UNTIL THE END OF MARCH 2022 NO QUESTIONS ASKED, DUE TO THE POLICY CHANGE, WHEN I CALLED CAPITAL JAZZ BACK AND ADVISED MS. MONICA OF ROYAL CARIBBEANS POLICY FOR REFUNDING SHE THEN TOLD ME SHE DID NOT TELL ME TO CALL ROYAL CARIBBEANS CUSTOMER SERVICE DEPARTMENT SHE WAS ADVISING CAPITAL JAZZ CUSTOMER SERVICE DEPARTMENT. THIS IS TOTALLY UNFAIR CAPITAL JAZZ - YOU ARE FOLLOWING THE NEW VACCINATION POLICY BUT YOU DON'T WANT TO FOLLOW THE REFUND POLICY AND BOTH HAVE BEEN PUT IN PLACE BY ROYAL CARIBBEAN. YOU HAVE HELD HUNDREDS OF THOUSANDS OF DOLLARS FOR OVER TWO YEARS, INTEREST FREE. FOR THOSE OF US REQUESTING A REFUND GIVE IT UP - WITHOUT THE PENALTY COVID19 WASN'T DESIGNED BY US NOR DID WE CHANGE THE POLICY.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/12/03) */ We are granting a refund to these guests based on our new policy to allow unvaccinated guests to cancel and receive a refund since we are now a fully-vaccinated sailing per our cruise line. Because their transactions were electronic payments (credit/debit cards), we advised all guests that a 3% fee will be deducted from their refund amount.

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