Complaints

This profile includes complaints for MSC Cruises, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MSC Cruises, Inc.

  6750 N. Andews Ave. # 100 Fort Lauderdale, FL 33309

• 

  MSC Cruises, Inc.

  2 S Biscayne Blvd STE 400 Miami, FL 33131-1806

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disembarked MS ****** in ***** on 3/24/25. Someone took our bag from the baggage claim area. Filled out claim form. Received phone call from person who took our bag a few hours later. They were hoping we had their bag, we did not. They wanted to meet with us to return our bag, but time/distance prevented it. (They were still in *****, we were in *************). They decided to return to the cruise port in ***** to claim their bag and turned in ours at the *** lost and found. No contact from *** about this issue. It took us a few days to finally get a phone # to speak with a person. Customer *** has tried to assist, but this is still not resolved. Bag has been sitting in ********** at ***** cruise port for 21 days now. We have provided a picture of the bag and a link to the location from the air tag inside the bag. There is no reimbursement we will receive and we will be out several hundred dollars to ***lace the items. Very poor customer service! All we want is the bag to be shipped to our home. We live 1500 miles away. Please help, we are seniors on a fixed income. A phone call would be preferred method of contact.

  Business Response

  Date: 04/14/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear about the guests experience with their luggage,we understand how concerning that may be. The lost and found team would be the best team to further assist the guest. They are currently working to resolve the guests concerns. We do see that the guest is in communication with a post cruise agent named ****, we kindly ask the guest to continue to email them with any questions they may have. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23200772
  
  I am rejecting this response because:

  We have no record of **** and have never communicated with him via email or any other method. We have been in contact with ****** via phone and text. She has been attempting to assist us, but she is located in ******* and not directly involved in the search for our luggage.
  
  Additionally, our luggage contains an airtag, which indicates its location inside terminal C at the **********. I have provided the airtag link multiple times and requested its use to locate my luggage, but this has not been done yet. It appears they are either unable or unwilling to utilize this link, which is concerning since it should facilitate locating the luggage quickly.
  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/21/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns. We can confirm that agent **** sent the guest an email on 04/14/25 with information regarding lost and found. The email was sent to the email address that the guest provided within the claim. We kindly ask that the guest check their spam and junk folders. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  We have finally received our luggage after 32 days.  Air tag locater found it had been sent to ************* why?/by whom? We were able to work with lost and found services (kudos to ****** *.!), who had the luggage shipped via ***** to our home.  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The bus I paid for to take us from the ship to Ft. Lauderdale left us and we had to get a taxi that cost $166.25. There were also charges after the cruise that were not explained that cost about $300.

  Business Response

  Date: 04/14/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest was unbale to utilize the transfer along with unrecognized charges, we understand how concerning that may be. We have emailed the guest to further assist with a refund. After reviewing the guests booking, we do see they have not contacted the post cruise department, we kindly ask the guest for any future sailings to email ********************************************************* as the team will be happy to assist.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 19, 2025. Total amount of the cruise was $1550.00. Cruise line failed to deliver a clean, comfortable and a cabin in good repair. Our cruise was supposed to be relaxing and stree free but was not.Upon arrival in our assigned cabin (*****), we immediately encountered significant maintenance issues, including a broken bathroom door, a broken closet door, and a leaking bathroom sink. Despite repeated attempts to resolve these issues, maintenance personnel were in and out of our cabin for the first five days of our cruise, severely disrupting our experience.Eventually, we were forced to move cabins(13089) due to a plumbing leak that caused water puddling in the bathroom and wet carpeting in the cabin. The process of getting reassigned a cabin took over two hours, and we were not relocated until after midnight without the assistance promised by **************.The new cabin, regrettably, also had maintenance issues, including a leaking shower, problems with the bathroom sink, difficulties with the sliding door to the balcony, and a cabin door that did not fully close. These ongoing problems led to multiple unannounced early-morning wake-ups by maintenance workers, one of which occurred before 8:00 AM while we were still in bed. Despite our protests, we were told that repairs had to be conducted immediately, leaving us no choice but to vacate our room on multiple occasions.We were forced to visit ************** daily to address the persistent issues, often at their request. The lack of communication among staff was evident, as we frequently had to repeat our situation to different representatives. Despite our frustrations, the only resolutions offered were either dinner at a specialty restaurant or a 45-minute massageneither of which addressed the fundamental problem of our disrupted cruise. My wife, having undergone three back surgeries, is medically unable to receive massages, a fact we repeatedly explained, yet this offer was continually pushed on us.

  Business Response

  Date: 04/15/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the guests experience, we understand how concerning that may. We reached out to the guest directly to assist in providing the guest with compensation.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was blatantly overcharged by MSC for supposedly keeping pool towels as if anyone would want to steal their cheap, ragged, low-quality towels. Its insulting. I called their customer service three times, each call lasting over an hour, and was promised a refund on all three calls, along with a confirmation email. Not only did that email never arrive, but neither did my refund and its now been over three months.When I finally disputed the charge with my credit card company, *** had the ******** to claim the charge was valid. I called again to confront them, and the last representative I spoke to was hands down the worst Ive ever dealt with. She talked over me repeatedly, refused to let me speak to a manager, refused to assist in any meaningful way, and hung up on me mid-sentence. I was trying to resolve a charge they had no right to make, and I was treated with open ************* one at *** has made any effort to verify the situation with the ships staff. Theyre lazy, dishonest, and clearly couldnt care less about their customers. The ship itself the Seascape was disgusting. The bathrooms smelled of mold and mildew, the food was borderline inedible, and the overall cleanliness was atrocious. This was marketed as a new ship, but it felt more like a floating trash heap.MSC is a disgrace of a company. They lie, they dodge responsibility, and they treat paying customers with absolute contempt. If they do not resolve this issue and refund the money they stole from me, I will be pursuing legal action. I am done being ignored and disrespected. Avoid MSC Cruises at all costs they are a scam operation, through and through.

  Business Response

  Date: 04/14/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guests are seeing an unrecognized pool towel charge on their account, we understand how concerning that may be. We strongly encourage guests to speak with guest services while onboard with any concerns they encounter as guest services strive to promptly address them to ensure a satisfactory experience. Regrettably, once the cruise has been completed the charges on the invoice are considered final. We truly apologize for any inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23190996
  
  I reject this response because it completely ignores the facts I clearly outlined in my original complaint.
  

  I contacted MSC three separate times after the cruise to dispute this false towel charge. Each time, I was promised a refund and told to expect a confirmation email, which never arrived. I spent over an hour on the phone during each call trying to resolve this, and every time I was reassured that the refund was being processed. It has now been over three months and I have received nothing.
  

  On my last call, I asked to speak to a manager and was flat-out denied. The representative talked over me, showed zero interest in resolving the issue, and hung up on me while I was still speaking.
  

  Your response makes it seem like MSC didnt even bother to read my complaint. This is not about failing to go to guest services during the cruise this is about being misled and ignored after the cruise by your own customer service team.
  

  This response is unacceptable. I expect a real resolution, not a copy-paste excuse.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 04/15/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns. Regrettably,the pool towel charges are non-refundable once the sailing has been completed and must be disputed while onboard with guest services. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23190996
  
  I reject this response because it continues to ignore the core issue and repeats the same scripted excuse without addressing any of the actual facts I provided.

  Again, I contacted MSC multiple times after the cruise not just once and was told by your own representatives that the charge would be refunded. I was told a confirmation email would be sent, and that never happened. If *** truly expected guests to resolve all issues onboard, then why did your staff repeatedly promise a refund after the cruise was over?

  This isnt just about the charge its about being misled and then ignored by your customer service. Your refusal to acknowledge that I followed up multiple times and received false promises is unacceptable. Please stop repeating the same canned message and actually address the facts of what happened.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction:1/28/2025 Amount paid $3868.09 A cruise 4/20/2025-4/27/2025 Booking ID ******** My mother unexpectedly ended up in the hospital and is on life support fighting for her life. The doctors have told me to p***are for the worst. I can not be on a cruise while my mom is possibly dying. I called a customer service *** and spoke to a resolution specialist. I did not want a refund. All I asked was if the cruise date could be delayed and they said no, it had to be 30 days sailing.I am a first-time customer with them, and I could provide documentation showing my moms situation. It is not like I woke up and decided hey I dont want to go. She was also the caretaker of my other 3 children who were not going on the cruise, and she would not be able to babysit them anyhow with her condition. They have no more cabins to accommodate me, adding 3 children to another room. I am hoping to resolve this before going to my bank and disputing the transactions. But this is what I will do before being out of almost $4,000.They have not attempted to resolve this except to cancel my cruise and refund me $180.09 and resell my cabin at full price to the next customer in line. So, I refuse to cancel my cabin/cruise so that no one sails in that room.

  Business Response

  Date: 04/14/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were very sorry to hear about the guests mother and certainly understand their concerns with their cabin. In our commitment to transparency,we want to make you aware that, regrettably, our company does not have the capability to process refunds or future cruise credits in such cases. Our policies and procedures are in line with industry standards, and we strive to treat all our passengers fairly and equitably. We want to emphasize that we truly regret any inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23190771
  
  I am rejecting this response because:

  my mother is dying - how does it look to be on a cruise and she is on her death bed

  its okay-i will go dispute the charges and you can ban me from cruising with msc because i would never sail with such an incompassionate company

  
  
  
  ****** *******

  Business Response

  Date: 04/15/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We truly empathize with the guest and their family. Due to the policies in place, we are unable to provide a refund to ensure we are treating each passenger fairly. We strongly encourage guests to purchase travel insurance as the insurance would be able to assist with any unexpected occurrences.Again, we truly apologize for the inconvenience this has caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23190771
  
  I am rejecting this response because:
  Its unfair and unjustified to keep $4000 of someones money just because you can

  I am just going to go to my financial institution and dispute the charges 

  i tried to resolve in a cordial manner but clearly msc has no compassion for their customers

   

  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 04/18/2025

  Crazy

  they could have delayed the cruise for me

   

  unreal

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I were on the most recent sailing of 3/30/25 - 4/6/25. We were already a bit skeptical from our past experience and from seeing posts about the ship arriving late to ports or missing them altogether, but we took the chance anyway. On Tuesday April 1st we arrived late a **************, supposedly due to the weather, It was sunny and 80 degrees. We were upset of course but figured it is what it is. The following day, we missed our port at *********, again "due to weather" and were very upset as the same thing happened to us last year. The weather couldn't have been more perfect, and they even docked on the sailing for this week. Every sailing prior to ours had been late to ************** and making it to ********* has been hit or miss. While we were still on board, the sailing leaving 4/6/25 received an email stating that they were going to be arriving late to ************** and each passanger was given a $200 on board credit. For those of us that were still on board, this was a slap in the face. Here we were not being credited anything, but the future cruise was? We of course complained on board and were told they were waiting to hear back on what could be done. Fast forward to today and the sailing for 4/15/25 just received an email also being told they are being credit for arriving late to ************** and they haven't even sailed yet! I called MSC to express my frustration and was told that these were pre planned and that's why they got the credit, but how is that fair? There is clearly an issue if the ship has been late to ************** multiple times. This is something they must've been already aware of. I feel that those of us that sailed on March 30 - April 6, should have received some sort of compensation. Not sure if I want to cruise with MSC again as it seems they are not very concerned about customer satisfaction, but rather more about the money they can bring in.

  Business Response

  Date: 04/17/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guests were unable to attend Ocean Cay. We understand how concerning that may be. We have contacted the guest directly to further assist.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23187701
  
  I am rejecting this response because:
  I have not received any communication from MSC via email, or by phone. The only communication that I am getting from *** is regarding the current sales that they have going on for upcoming cruises. I actually emailed post cruise support yesterday in regards to the mechanical issue that has finally been communicated, which was known was an issue all along.

  Still waiting to hear back.

  
  Sincerely,
  
  **** *********

  Business Response

  Date: 04/17/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We can confirm that the post cruise agent ******** has emailed the guest today using the email address the guest provided in the claim. We kindly ask the guest to check their spam or junk folders
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Though minimal, I find  this resolution to be somewhat satisfactory. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:04/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We took a cruise from *** back in September of 2025. Its home port was **************. We were to leave on the 26th of September but hurricane ****** messed that up an we lost a day of our cruise . We were given the option of just taking a 2 day cruise an be compensated for that one day or rebook the cruise for a later date. We took the 2 day cruise an opted for the one day refund. There lies the problem we were never compensated the money! After calls an emails we were given the royal run around. I figure they owe me about $ 350 including taxes , room , drink package an tips! Its just sad its not like its a large sum of money! The other sad part of it is I had travel insurance an Im still fighting with them about it also . Im going to make another complaint on them when Im done with this one! Anyway any help that you can do for me would be appreciated!

  Business Response

  Date: 04/11/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest has not received their refund.We understand how concerning that may be. We have contacted the guest directly to assist with the refund.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My best friend and I were celebrating her 63 birthday we have been friends since we we 14 yes old. This was a 7 day cruise from ******** stoping in ******* from 1 PM to 9 pm, the ******* and then MSC cruise private island. We got to ******* almost at 5 PM still had to leave at 9 PM barely had time to do anything the Bahamas was ok but the third day we were not able to stop at MSC private island according to MSC they did not dock because of rough seas. It was not raining the sea was not rough at all. When we stopped late in ******* and couldn't stop on MSC private island we there would be compensated by the cruise ship but they did not offer the passengers anything for us loosing time in ******* or nor being able to dock at all on MSC private. We would like some compsatioon for our lost house in ******* and not being able to dock another day at all.

  Business Response

  Date: 04/17/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guests were unable to attend Ocean Cay. We understand how concerning that may be. We have contacted the guest directly to further assist.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/24/2024 I bought 2 different cruises packages for my parents and my father in law and his wife, each cruise package included cruise, breakfast, lunch and dinner and free wifi with Drinks, today April 6th 2025 is the departure day and suprise our pacjage drinks included is not working after we paid for it. I called twice to customer service to fix the issue and they said they were going to fix the issue and it should be fixed in 10min, but it *** not been fixed. My parents went to customer service and now they are saying its going to be fixed in 24 hours and they are loosing time to order drinks and they are been charged for what they order. I need this to be fixed immediately because I paid for this. Below are the reservation #s ******** and ********

  Business Response

  Date: 04/07/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guests are unable to use the drink package, we understand how concerning that may be. We do see that the guests onboard have spoken with guest services who are in the process of resolving the guests concerns. We kindly ask that they allow the ship to further assist as the sailing has not been completed. Once the sailing has been completed on 4/29/25, if the guests still have concerns, we kindly ask that they email the post cruise team ********************************************************* who will be happy to further assist. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23168518
  
  I am rejecting this response because:

  I need the issue to be solved immediately we are already on the 2nd day of the cruise and we have spoke with **************** on the ship and they said the issue is resolved (after been in line for almost 2 hours to be able to speak with Customer **** we have done this at least 3 times and every time they tell us that the issue is resolved, we go to order our drinks and the server says the drink package is still not linked on our reservation and they keep charging us.  We pay for this service for the 23 days of the Cruise, not for less and we have already lost 2 days of not usong the drink package, so NO WE CANT WAIT FOR THE ***** TO ****** TO SEE IF OUR ISSUE WAS FIXED!!! WE NEED THE ISSUE TO BE FIXED IMMEDIATELY BECAUSE WE PAID FOR THE SERVICE!!! AND THE CUSTOMER SERVICE IN THE SHIP HAS NOT FIXED THE ISSUE.  ADDITIONALLY YESTERDAY WE WENT TO HAVE DINNER AT THE TIME OF OUR RESERVATION AND THERE WAS ANOTHER PARTY ON OUR TABLE, WE KEEP HAVIN MULTIPLE ISSUES!!! AND WE NEED THEM FIXED NKW!!!!
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 04/07/2025

  Yes we were having also with the Internet package that we also bought for our cabin, we got the package for everyone on each reservation and they only wanted to give it to 1 person on each cabin

  Customer Answer

  Date: 04/08/2025

  Last afternoon we went back to **************** again to resolve the issue of the drink package, they havent been able to resolve the issue, and MSC SEASIDE **************************** is requesting ************************************* to send them a confirmation email that both reservation ******** and ******** have the aEasy Plus Drink Package.  They told us that in the Cruise they wont be able to solve it until Sales Departme t sends and email with this information.  Our 2 Cruises were bought in May 2024 and on their webpage is saying that the Easy Plus Drink Package is not anymore available but if the cruise was reserved befire December 18th 2024 they will honor the easy plus drink package, and as I told before both Cruises reservations were bought in May 2024, so they need to provide the service immediately.

  Business Response

  Date: 04/08/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  The guests that are onboard have spoken with guest services who have advised they were able to resolve the drink package concerns. We kindly ask that while the guests are onboard, they speak with guest services for any further concerns. Thank you for choosing MSC Cruises!
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23168518
  
  I am rejecting this response because:

  We spoke again with the Customer Representative in the ship and they said they cant fix anything until MSC SALES/RESERVATIONS sends an email with the information of our Drink Package is the Easy Plus Package, so its FALSE WHAT YOU ARE SAYING!!! MSC NEEDS TO SEND THIS INFORMATION BY ***** TO THE SHIP TI FIX THE PROBLEM BECAUSE THE CUSTOMER *** AT THE SHIP CANT DO ANYTHING, THIS IS THE 3RD DAY WR LOOSE ON OUR DRINKS PACKAGE THAT I WILL NEED TO BE REIMBURSED BY MSC FOR NOT PROVIDONG THE SERVICE
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/08/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We understand the guests concerns. The ship has communicated stating they have resolved the drink package concerns. Due to guest ****** ********* not being on the ship, we kindly ask that the guests that are onboard the ship speak with guest services for any further concerns which include requesting compensation. If the guests onboard still have concerns once the sailing has completed on 4/29/25, we kindly ask that they email the post cruise department at ************************************************************ apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23168518
  
  I am rejecting this response because:

  I am not on board but I am the person who paid for the Cruises Packages and the contract of purchase is between MSC CRUISES and myself, I am in co stant contact with my parents and father in law *** his wife via phone and I have been on the phone while they are speaking with the Customer Representative in the ship and its FALSE THIS HAS BEEN FIXED!!! And additionally they havent offer any compensation for the issues they had on the first 3 days of the Cruise.  I need this in writting from MSC that we will receive a comp3nsation for each day of the issues we have had and for wasting my family time doing tese long lines in the ship to be able to fix the issue, evwrytime they go in line for the customer *** it takes  almost 2 hours to be able to speak with Customer Serbice and they have been ****** to ***************** wasting their time.  My parents and father in law and his wife should be enjoying the ***** AND NOT FIXING PROBLEMS CAUSED BY MSC DISORGANIZATION!!!! I DIDNT PAY FOR THIS!!! ANS MSC HAS A WRITTEN CONTRACT OF THE BENEFITS WHICH ARE NOT BEEN GIVEN.  THIS IS ACTUALLY BREACH OF CONTRACT!!!!
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 04/08/2025

  Good afternoon,

   

  My parents and father in law and wife went again ti **************** and they are still working on fixong the issue, waiting for the email from *** SALES/RESERVATIONS with the drink pacjage infornation.  They also requested compensation for the first 3days or more the issue continues for us not been getting the service causing a Breach of Contract between MSC CRUISES and Dr ****** ****** *********.  The Customer Represebtative in the Cruise said that *** Reservations/Sales need to privide written infornation on how we need to be compensated, the Cruise Staff states is not their fault these issues arise with both reservations and 5he ones who need to provide compensation is the *** RESERVATIONS/SALES.

  Customer Answer

  Date: 04/08/2025

  Im still waiting for the business to reimburse us for the 3 days we lost

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/21/25 we paid for our June 2025 cruise in full. Unfortunately a family situation came up later that same day that threatened our ability to go on the June cruise. Since we were still within the period to cancel for a full refund, I called MSC customer service immediately to cancel the cruise and request a full refund. The cancellation was processed and I was told it could take anywhere from a couple of days to 2 full billing cycles for a refund. As of today I have not received the $1752.18 refunded.MSC is blaming this on my banking institutions policies on when to release funds back to me. Based on others experiences Im seeing online in various posts this does not appear to be a bank issue, but more an MSC issue. I used a **** debit card directly linked to my checking account for the deposit which MSC had no issues taking out the same day along with the remaining balance on a credit card. This is poor customer service and never thought I would have to chase down money rightfully owed back to me when I followed all the published rules. We were actually considering rebooking for a later date once the money is refunded but based on this experience we may not.

  Business Response

  Date: 04/04/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest has not received their refund,we understand how concerning that may be. The booking was cancelled on 03/21/25.The refund can take between ***** business days from the cancellation date to be received. We have requested that the accounting team expedite the refund,however, that is not a guarantee.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23159730
  
  I am rejecting this response because: although I appreciate the prompt response it is not resolved. I find it absurd that a company as large as MSC takes ***** days to refund money that is rightfully owed to consumers. I appreciate the request to expedite this process but until the money is actually received I do not consider this issue resolved.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 04/04/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Regrettably, the ***** business days is the standard timeframe for refunds to be processed. We have emailed the guest directly so they can ask any questions in the meantime.
  
  Warm regards,
  CS
  MSC Cruises