October 13, 2026
Deposit Held Past Promised Refund Window
A consumer in Maynard, Massachusetts, placed a deposit of $1,641 toward a river cruise itinerary through Portugal and Spain, covering her participation and that of a companion. The payment accounted for one-quarter of the total tour price. Under the booking terms, cancellations submitted 90 days ahead of the scheduled departure were eligible for a refund, subject to a $100 processing charge per traveler.
On April 6, 2020, she sent an email to CroisiEurope requesting that the reservation be voided. The company acknowledged the cancellation by email and confirmed the refund would be returned to her credit card, minus the administrative fees. A representative indicated at the time that processing delays would push the transaction to four or five weeks.
That refund never arrived. Repeated inquiries to the company over the following months yielded the same response: delays were ongoing. CroisiEurope has never contested the debt owed, yet more than a year has passed since the cancellation request without payment being issued.
The wait has been lengthy, exceeding the five-week timeline the company itself outlined. The broader circumstances of 2020, however, contributed to the backlog. The travel sector faced unprecedented disruption, and the cruise industry ceased operations entirely for a period. Michael DaCosta, general manager for North America at CroisiEurope River Cruises, addressed the situation by stating, "As I am sure you understand, we've faced an extremely difficult year." He added that policies were implemented to ensure all guests affected by the coronavirus pandemic could be accommodated or adequately compensated.
Consumers facing similar holds on funds may explore remedies under the Fair Credit Billing Act. That law requires notification to a bank within 60 days of the first statement showing the charge for the dispute to reach the creditor. For bookings placed months before travel, banks often decline such disputes.
Travelers in this position might have secured different terms by allowing the operator to cancel the voyage. Cruise lines commonly provide a full refund or, particularly during the pandemic, credit valued at 125% of the fare. That path carried its own risk, since sailing could proceed despite health concerns.
Following a review of the case, CroisiEurope River Cruises processed the refund for the full deposit amount minus the administrative fee.