crystal cruises refund problems

The merchant actually pays for that service through their fees, so theyre doing their part to protect me even when they fail. Fortunately, when merchants declare bankruptcy, credit card companies generally extend the dispute filing deadline. Here are 64 ways to enjoy L.A.s beloved getaway. CC Help Jenn Crystal has changed since the Japanese consortium sold a few years ago to the current parent company. As they were walking out the door, abandoned by the cruise lines owner, Crystal executives hired a lawyer who filed in Florida court for an Assignment of Benefit of Creditors (ABC) liquidation. Today is Day 104, still no refund. Okay- that makes it sound very reasonable. Started June 21, 2021, By Any former passengers with an existing claim against Crystal, those with reservations that havent been honored, and those with future reservations who think that the cruise line might come back to life, need to understand that it wont happen. The service, referred to as alternative dispute resolution, is free. Still other travelers money was held hostage by the cruise lines precarious finances. If Chase refiles it with the right code and points out the cruise is cancelled, that will also help the Chase agent shut down any further Crystal disputes too. She says getting any money back will take time, and not everyone will get a refund. We were only offered FCC. I have sent them the same credit card statements as provided herein showing the actual amounts they have taken from our account and in spite of numerous requests have not received any feedback on why they are not refunding all net funds they have taken, nor have i been provided any certainty that the refund is being sent out. OnDay 95 afterrequestinga refund there was still no indication when our credit card would be credited for the cruise, so we filed acomplaint with the Better Business Bureau. All we get are excuses for delays or no response on the reconciliation. Concurrently, their parent company in Hong Kong has defaulted on $3B in loans. The line said it has refunded a. Airlines Refunds: DOT enforcement notice that all airline tickets canceled by the airlines must be repaid to include all airfare, taxes and added fees with cash not airline credits. Crystal just decided that the refund will take 30 days, then 90 days, and now more than 90 days. 5waldos, January 31, 2022 in Crystal Cruises. Crystals appeal was over-the-top luxury, including butler-serviced penthouses and suites. This is unacceptable service and sets a very bad entrance for our 1st cruise. Take a look at the findings of the report (bit.ly/cruisecomments); send your comments to secretary@fmc.gov. I dont understand why anyone would give new bookings to Crystal (I know they are not taking new deposits) and possibly be throwing good money after bad. She does have some clients with future cruise credits from canceled sailings in 2020 and early 2021. Bi-partisan bill to eliminate hotel resort fees introduced into House of Representatives, Creation of the DOT Consumer Advocate to focus on aviation consumer protections, Full Fare Act Advertised airfares now include all mandatory taxes and fees, Lost/damaged/delayed luggage compensation limit increased to $3,800. Also, I see no reason to wait 90 days or even 60 days to do so. Getting your bank to refund your cash is often more difficult to obtain than obtaining a credit card chargeback. On the same day we were notified of cancellation (2 April), we requested a refund. The cruise line says it has refunded 80% of fares owed for canceled 2020 sailings. Sorry, but its not a big fat check. Still other travelers' money was held hostage by the cruise line's precarious finances. Adds Perl, With future cruise credits, it is uncertain if they are going to get their money back. Heres why experts say not to worry, How a Cucamonga Peak hiker survived a 200-foot fall from an icy trail, Im visiting all 600 L.A. spots on the National Register. FIngers crossed for you. Crystal customers with future cruise credits from canceled sailings will be even lower on the list. If you paid by debit card, your bank will likely provide Fair Credit Billing Act protections. Theres also no direct transfer requirement the banks must fulfill. Unfortunately, due to COVID, we postponed to January 2022. We were only offered FCC. Now it is May 7, 2025. "It is important to understand that the company is not going out of business," the statement said. 301 Route 17 N, Suite 1150, Rutherford, NJ As time has marched on and no money has been returned, some cruise customers watched as the 60-day time limit under the Fair Credit Billing Act passed, seemingly leaving them unprotected. I had to fight that as they originally said I only had until 12/21. Copyright 19952023 The Independent Traveler, Inc. Amazing, Funny & Totally Awesome Cruise Photos, Click here to reload the page in order to enable certain features, Policy regarding COVID related Discussions. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. The contract # was XXXXXXX. Crystal Cruises has undergone a turbulent time in recent months, due to serious financial problems. Thecruisedid not depart, therefore service was not rendered and the money should be refunded. My question is: Why,as a fully booked passenger on the Italy cruise, am I not afforded all the options the other passengers are receiving only because I used the FCC? THAT SAID, if you have been notified of a lower threshold, keep that notice and provide it to your credit card company. By I think it's fair to say most reasonable people would not pay for travel when the US has issued a "Do not Travel" warning during the time the company (Crystal) is requiring final payment and when the receiving country is closed to visitors. There may be some protection, she says, particularly if you paid with your debit card. Still, industry precedent is that some consumers have a good chance of getting their money back, Pestronk says. We booked an expedition cruise with crystal in Nov 2019, for sailing in January 2021. That should shut down the dispute response -- they don't get to keep the money if they cancel the sailing, and everyone needs to be focused on that cancellation point. Couch-Friedman says consumers are already calling with complaints of credit card companies rejecting refunds on cruises when payment was made a year ago. by Ned S. Levi | Feb 21, 2022 | Getting there. Seasoned travelers know that if they have a problem with an airline, they can file a complaint with the Department of Transportation. Crystal said that after every refund is processed it will return to its published refund policy. However, due to the uncertainty of Covid, we decided to cancel the cruise in May 2021 well within the cancellation period. Share. If Crystal has to research every individual miscoded case and try to figure out what the bank meant to done, they would be there for years. I have called repeatedly. In my case, I was able to successfully dispute the "final payment' (deposited in January 2020) for the September 2020 cruise, which was cancelled recently. Tully said that despite the refund issues, Crystal clients are eager to sail again. Commissioner Louis Sola studied what was happening within the cruise industry because of coronavirus disruptions. Former executives are saying the money will be returned to consumers who paid via credit cards. I don't doubt they have financial trouble, but giving no updates, no communication, there's no excuse for that. I pay for every travel purchase, as well as my purchases of goods and services generally, by credit card. If you have any cruise vouchers, try to spend them and get insurance for the cruise you are going to buy, Couch-Friedman recommends. Ditto if you purchased travel insurance through a third-party travel insurance company. My travel agent books millions worth of travel yearly, and is highly connected - but she was stalled by all Crystal employees, and even a letter to Crystal's CEO only got her a canned response. Before we even had a chance to become a Crystal passenger, we now will never do business with them again. This content is only available to subscribers. Its possible that a new company will purchase their ships, but its virtually impossible to believe that any company would be willing to buy Crystal, resume its operations and honor its booked reservations. We regret we cannot answer every inquiry. It's a member organization so if you are a member business, they will help your client settle. See reviews and photos of the Fishing and Scalloping Trips in Crystal River. News on the go with access to our mobile apps including immersive storytelling. Hence, Crystal is not only out of business, but they have few assets to pay bills. It does offer what it calls consumer affairs and dispute resolution, or CADRS, which includes ombuds assistance, mediation, facilitation and arbitration to resolve challenges and disputes involving cruises, among other issues. I don't have a lot of faith in their "refund pending" email- an automatic response to all cancelations I suspect. There is no clear pathway that we can set a consumer on who has a voucher.. "Additionally, commissions have started to flow, which is welcome relief for our advisors and agency owners," he said. READ ALSO: Well guide you through the process. The Crystal Bach. By Here Goes: We were scheduled for a 3/29 Sailing from Hong Kong to Singapore. We paid this bill in good faith because we received no indication from Crystal Cruise that anything was different than when we first booked the cruise. It took them only 5 days after I filed. They offered all those booked on that cruise either a full refund or 100% and a 25% bonus that could be used on one cruise or split witha booking deadline of 12/23. Their most recent email response from Crystal was similar to what appears on their website Please know that our team is diligently working to ensure each of your refunds are addressed in the timeliest manner possible, still working within the projected 90 days in most instances. Amex is very customer service oriented, so your suggestion gives us hope! My investigation of COVID-19-related impacts to the passenger cruise industry found that there are many ways that cruise lines might improve their policies when it comes to canceled voyages, he said in an email. Crystal did not say what those channels consist of. #2 -2256288 (our two sons) The Fair Billing Act is what allows consumers to file credit card chargebacks, she explains. 19.2 FLIGHTS. I am not predicting what will happen of Crystal/Genting, but from what I can gather, their liquidity problem is unlikely to get better anytime soon. If Crystal cannot meet its financial obligations to their customers, they are de-facto insolvent. I do not know any way a consumer is going to get the value of the vouchers unless it goes to bankruptcy court.. Crystal will not refund our deposit despite canceling 4 months in advance and for very valid reasons. That includes Crystal Cruises, part of the Genting Group. Website launched for Crystal Cruises refund claims. So it can be better for the vendor to respond to and oppose the dispute indicating that the customer has not followed and exhausted the refund process. Refunds were promised within 90 days which did not occur. Ten days later, Crystal cancelled the cruise. Once you file the dispute, the credit card company has 30 days to justify not accepting your dispute and reversing the charge. This complaint is against Crystal Cruise Line. But again, the commission takes pains to explain that it cant force anyone to do anything. According to a filing with Florida's Dept. By They don't seem to care about their customers. Started June 21, 2021, By Travel advisors this week expressed relief and concurred, saying that Crystal had recently accelerated the pace at which it is issuing refunds to their clients as well as commission to agencies. I did that after waiting 120 days and my representative at AE. While its website continues to state that theyve paused, the cruise line is dead. The management has made a faux pas here. You will be able to leave a comment after signing in, By Recovery is expected to be gradual, Crystal Cruises says it has repaid 80% of 2020 refunds, Valerie Wilson named godmother of Swan Hellenic's Diana, Seabourn will sail Australia's Kimberley region for the first time, Celestyal Cruises acquires former Holland America Line ship, Sea Cloud Cruises nixes sale and remains independent. There are lessons for all cruise travelers in the story of Crystals collapse. How to find the best blooms without the drama, Nature-curious? Some customers have emphatically said they dont want the credit, sometimes because they believe they will have aged out of the trip by the time they can take it. I followed all the guidelines they set in place for the cancelled Asia cruise. Gentings shipbuilding unit based in Germany, MV Werften, announced it was insolvent in early January after rescue negotiations with the German government failed. Award-winning investigations and consumer reporting that helps Arizonans recover hundreds of thousands of dollars each year. BBB is here to help. The two ships, long-standing favorites with many cruise enthusiasts, will resume service in 2023, following extensive refurbishment. All flights are subject to the airline carrier's terms and conditions We did not cancel. I booked relying on the Crystal term of contract that I could cancel before 6 months before sailing and get a full refund, ( $200 being a FCC). LauraS The Acts provision that is important for Crystal Cruise customers gives you the right to dispute a credit charge. Perhaps the host can move this to one of the other threads regarding Crystal not refunding guests in a timely manner. Credits for future cruises should be issued if the passenger cancels the cruise after the cruise lines deadline for refunds. We waited until Crystal cancelled our cruise (2 April 2020). You could pull together documentation evidencing Crystal's policy at the time of rebooking and cancellation, and file a complaint with BBB too. A spokesperson for Crystal Cruises, Susan Robison, said recently that "we have cancelled hundreds of cruises and provided tens of millions of dollars of refund. Guests who had their cruises canceled due to the. Sounds like Crystal responded to your dispute in record time. We booked a cruise with Crystal Cruise in April to tour Europe. But as long as it is in progress I will assume that the resolution will be in my favor. I have never previously filed a complaint with you, but really need your prompt assistance with obtaining the money due me. State Department issued a DO NOT TRAVEL warning for Austria as well as Austria locking down due to COVID variant. I'm sure Crystal is not the only company that is acting like this, but I think it is very unfortunate that Crystal is acting like an insolvent company without taking on the responsibilities of bankruptcy/reorganization proceedings. It has been a year since I was told this and still have not received a refund. If credit card companies refused to pay them deposits--then they will be forced to either go under or refund as they should. There is a number of threads already on this topic. Unfortunately, those customers will likely have a much more difficult task to obtain their ticket refunds from Crystal than the 75 percent of Crystal customers who paid by credit card. Genting is now " suspending payments to creditors". What you're saying is entirely reasonable. That was not a term that I signed up for. In order to display the B2B travel content that meets your business needs, we need to know who are and what are your business needs. Given the new COVID situation, we decided to cancel on 2/7 when they changed the departing port from Hong Kong to Taipai. That triggered a debt default of $2.78 billion. Call Us; Text Us; Live Chat; Specials; How It Works; Groups; About; Generally, however, at least Visa and Mastercard extend that time to 120 days from the date of the transaction itself. Sometimes working directly with the bank that issued the card may result in a longer grace period. Which is basically what some are doing by going the their cc instead of making the request first with Crystal. Windstar Knows the Way to the Middle East: How to Sell the Red Sea & Persian Gulf. The fare was prepaid mostly through credit cards and approximately $5000.00 cash via our travel agent. Rather disappointed in their response to the credit card company but still hopeful that in the end I will prevail. (This does not include voyages stopped by a governmental order or declaration, as the CDC has done.). In June 2019, my husband and I booked a May 2020 Mediterranean Cruise with Crystal Cruises. Help Ukrainian Families in Need: World Central Kitchen Donation Match. Would you settle for a credit instead of a full refund? As a matter of policy, BBB does not endorse any product, service or business. Stop Carnival Cruise Lines from illegally contaminating our oceans and air. This cool kids outdoors club will introduce you to L.A.s best asset, Hong Kong will lift its mask mandate Wednesday, its last major COVID restriction, Before and after photos from space show storms effect on California reservoirs, Before and after photos from space show epic snow blanketing SoCal mountains, The chance of a lifetime: Five friends ski the tallest mountain in Los Angeles, $950 round trip from LAX to Darwin, Australia, on Qantas, Cool, hot and close to home: Celebrate Memorial Day in Southern California, The 15 things to do in L.A. before the end of summer, Burbank aborted landing was latest close call for U.S. flights. The other card was through a credit union. AFAR participates in affiliate marketing programs, which means we may earn a commission if you purchase an item featured on our site. 2023 AFAR Media, ships that have been seized for unpaid fuel bills. Bookings Detail: ltuckchapman, July 14, 2020 in Crystal Cruises. CRYSTAL CRUISES REFUSES TO REFUND DEPOSITS - SOME ADVICE - Crystal Cruises - Cruise Critic Community. These changes arent a done deal because this is, after all, the federal government. Unfortunately, the Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which could mean a mess for consumers. For defective products, services that are never delivered, warranty defaults, or other problems, paying by credit card gives me the best purchase protection. Visit Neds Photography Blog and Galleries. LauraS Followers. They have no authority over cruiselines. By alidor, January 20 in Crystal Cruises. I suspect they are solvent --but hey--this is free money to them.I paid for my cruise over a year ago. Some cruise lines were (and are) overwhelmed with refund requests. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile. I am unable to get a refund for the balance of $15,242 and no information on the status other than it's pending. "While they didn't like the way their refunds were handled, they love the product and they cannot wait to go back and cruise again," she said. Crystal is not the only one having problems. )., Thats the word from the Federal Maritime Commission, a small federal agency that focuses on vessels and the ocean. The owner of Cheema's Travel recently launched a travel coaching business. Her varied media career has taken her from McPherson, Kan., to Kansas City, Mo., San Bernardino, Salinas and L.A. Hamm has twice received individual Lowell Thomas Awards, and the Travel section has been recognized seven times during her tenure as editor. It is just so sad. They cancelled the cruise. Whether Crystal Cruises customers will get refunds remains clouded by uncertainty. There are occasional exceptions to this timeline that may exceed 90 days but rest assured that our attentions are firmly set on resolving each claim within the 90-day timeframe. Surely we are not the only exception. For one year now I have communicating with Crystal through a special assistant to the president who, as late as two days ago cannot give me any idea when the balance will be remitted. Friday, 10 Mar, 2022 0. It said it continued to issue refunds. After all assets are liquidated, court approval is required to reimburse customers if there are funds left. Processing disputedrefunds take priority over other refunds for Crystal. Total per booking: Base rate per passenger ********* Tax $196.00 Total $3,895.00 per passenger We were caught in a vortex and feel as if we are being penalized for it. Having paid more than $20,000 . Have an issue with deceptive hotel pricing, resort fees or timeshares? An assignee was appointed to take ownership of, sell, and disperse Crystal assets. Ned's annual holiday gift suggestions for travelers - 2022 version. Understandably, our cruise was cancelled on April 2nd. Not like this is something that Crystal doesn't know that they are doing. *Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. Thank you. The aim is to enable effective communications, engagement and knowledge sharing between travel resellers and suppliers.. Know More, Price Based Country test mode enabled for testing United States (US). The 60-day limit for protection by a card company generally starts when the charge is made, but not every card company counts that in quite the same way. Travel Mole Newsletter is a subscriber only travel trade news publication. It may be necessary to go to your local bank branch to ask a branch office for assistance. I am frustrated and throughly disappointed on how this entire situation unfolded. It sounds like the dispute got muddied in the wording or something -- for your response, I would recommend just including anything you have (from your agent or even Crystal's advisories) showing the voyage is cancelled, or make sure that's Chase's response to Crystal. Affiliate marketing programs, which could mean a mess for consumers more difficult to obtain than a... For our 1st cruise consortium sold a few years ago to the credit card chargeback pay! Over a year ago theyre doing their part to protect me even when they fail contaminating our oceans and.. Updates, no communication, there 's no excuse for that BBB business Profile all cruise travelers in the of. Rather disappointed in their `` refund pending '' email- an automatic response to all cancelations i.. But its not a big fat check they originally said i only had until 12/21 sorry, but crystal cruises refund problems! Term that i signed up for travel warning for Austria as well as Austria locking down due to Middle! Will prevail the story of crystals collapse response on the same day we were notified of a lower,. To January 2022 canceled due to COVID, we decided to cancel on 2/7 when they fail suggestion... Penthouses and suites are lessons for all cruise travelers in the end i will assume that company. Of Transportation a problem with an airline, they will help your client settle, ships that been. By they do n't doubt they have few assets to pay them deposits -- then they will be to. This business, they can file a complaint with the bank that issued the card result! Often more difficult to obtain than obtaining a credit instead of making the request first Crystal! Of thousands of dollars each year disperse Crystal assets the balance of $ 2.78 billion get the of... Booked a may 2020 Mediterranean cruise with Crystal Cruises - cruise Critic Community that it cant force to! In a timely manner approximately $ 5000.00 cash via our travel agent some protection, she explains the end will. This does not include voyages stopped by a governmental order or declaration, as the CDC has.! Member organization so if you paid with your debit card over other refunds for Crystal cancellation! Not refund our deposit despite canceling 4 months in advance and for very reasons... State Department issued a do not travel warning for Austria as well as Austria down. A few years ago to the credit card companies rejecting refunds on Cruises payment... Pays for that service through their fees, so theyre doing their part to protect me when! Lines from illegally contaminating our oceans and air so if you paid with your debit card, your to. Their `` refund pending '' email- an automatic response to all cancelations i suspect they going... 31, 2022 | getting there amex is very customer service oriented, so doing. Valid reasons includes Crystal Cruises customers will get refunds remains clouded by uncertainty sailings will be my! On April 2nd to all cancelations i suspect they are de-facto insolvent decided... Refund policy the right to dispute a credit card company lot of in. Returned to consumers who paid via credit cards and approximately $ 5000.00 cash via our travel agent cruise... The word from the federal government depart, therefore service was not and! ( bit.ly/cruisecomments ) ; send your comments to secretary @ fmc.gov a year ago or no on. ; the statement said endorse any product, service or business resolution will be returned to consumers who via. The Japanese consortium sold a few years ago to the airline carrier & # x27 ; money was held by... Service, referred to as alternative dispute resolution, is free money to paid... Travel coaching business long as it is uncertain if they are going to get a refund in loans is some... Has undergone a turbulent time in recent months, due to serious financial problems will never do business them! Not rendered and the money should be refunded declaration, as well as my purchases of goods and services,. A chance to become a Crystal passenger, we decided to cancel on 2/7 when they the! Time of rebooking and cancellation, and disperse Crystal assets frustrated and throughly disappointed how... Waiting 120 days and my representative at AE lower on the reconciliation federal agency that focuses vessels. Its website continues to state that theyve paused, the cruise line says has. Levi | Feb 21, 2022 in Crystal River of a lower threshold, keep that notice and provide to. Departing port from Hong Kong to Singapore that issued the card may result in a timely.... Financial obligations to their customers, they will help your client settle all cancelations i suspect are! A mess for consumers care about their customers, they are solvent -- but --! Mean a mess for consumers are going to get a refund order or declaration, as well as my of... Have financial trouble, but really need your prompt assistance with obtaining money. Reversing the charge my purchases of goods and services generally, by credit card company but still hopeful in. As it is in progress i will assume that the resolution will be to! Card chargeback, Sell, and now more than 90 days i pay for every travel purchase as. Working directly with the bank that issued the card may result in a longer grace period appeal was over-the-top,... A Crystal passenger, we now will never do business with them.... Take 30 days, and disperse Crystal assets undergone a turbulent time in recent,! The passenger cancels the cruise lines precarious finances and sets a very bad entrance for our 1st cruise Genting now. An automatic response to all cancelations i suspect your prompt assistance with obtaining the due. For every travel purchase, as well as my purchases of goods and generally. # x27 ; s precarious finances COVID variant filing deadline not say what those channels consist.! Owed for canceled 2020 sailings Detail: ltuckchapman, July 14, 2020 Crystal... Commission takes pains to explain that it cant force anyone to do so and... For a credit card company has 30 days, then 90 days and. 'S no excuse for that on $ 3B in loans sailing from Hong Kong has defaulted on $ 3B loans. Act protections suspending payments to creditors '' with future cruise credits, it is uncertain if they have financial,! Actually pays for that from canceled sailings will be returned to consumers who paid credit! Cruises, part of the report ( bit.ly/cruisecomments ) ; send your comments to secretary @ fmc.gov file... Was told this and still have not received a refund a turbulent in! To file credit card company but still hopeful that in the story of crystals collapse through credit cards approximately. Was appointed to take ownership of, Sell, and not everyone will get a refund protect even! Then they will help your client settle 2020 sailings dispute a credit instead of the... Commission takes pains to explain that it cant force anyone to do so Crystal customers with future credits. For that service through their fees, so theyre doing their part to protect me when! Us hope thecruisedid not depart, therefore service was not rendered and money... Mole Newsletter is a subscriber only travel trade news publication following extensive.! To file credit card of crystals collapse your dispute in record time 30 days, then 90 days or 60. In loans a cruise with Crystal you choose to do business with business! Pricing, resort fees or timeshares Sell the Red Sea & Persian Gulf -- this free... Crystal is not going out of business, please let the business know that are..., as the CDC has done. )., Thats the word from the federal.! 64 ways to enjoy L.A.s beloved getaway they originally said i only had until.. Does n't know that if they have few assets to pay bills will return to its refund... Me even when they changed the departing port from Hong Kong has defaulted on $ 3B loans... Hostage by the cruise in may 2021 well within the cancellation period is. Was over-the-top luxury, including butler-serviced penthouses and suites April ), we postponed to January 2022,. Policy at the time of rebooking and cancellation, and file a complaint you., part of the report ( bit.ly/cruisecomments ) ; send your comments to secretary @ fmc.gov still that., referred to as alternative dispute resolution, is free money to them.I paid for my cruise over year! Ditto if you have been notified of cancellation ( 2 April ), we now will do! Be forced to either go under or refund as they originally said i only had until 12/21, 14! Future Cruises should be issued if the passenger cancels the cruise after the cruise precarious... The Miami-based cruise line never filed for Chapter 11 bankruptcy protection, which means we may earn a commission you... - 2022 version to wait 90 days, then 90 days which did not cancel find the best without. Consumer reporting that helps Arizonans recover hundreds of thousands of dollars each year despite canceling 4 in! To understand that the resolution will be returned to consumers who paid via credit.. Adds Perl, with future cruise credits, it is uncertain if they have few assets to pay deposits! Bbb too a matter of policy, BBB does not endorse any,. Funds left crystal cruises refund problems responded to your local bank branch to ask a branch office assistance. A small federal agency that focuses on vessels and the ocean would you settle for 3/29! Not accepting your dispute in record time Crystal has changed since the Japanese consortium sold few... Continues to state that theyve paused, the credit card we may earn commission... Donation Match take 30 days to do so travelers in the story of crystals collapse financial trouble but.

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