ComplaintsforMSC Cruises, Inc.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  they cancelled my cruise and kept my money i want my money back including the deposit

  Business response

  09/19/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns with the cancellation of the cruise. To further assist the guest, may they please provide their booking number? Once we have this information, we will be more than happy to provide the guest with the necessary assistance and support to ensure their overall cruise experience is smooth and enjoyable.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  09/19/2024

  Booking number : ********

  Customer response

  09/19/2024

   
  Complaint: 22302178
  
  Booking number : 55388878
  
  Sincerely,
  
  ******* *****

  Business response

  09/20/2024

  To Whom it May Concern,
  
  We certainly understand the guests concerns with the booking being cancelled. We are happy to provide any clarifications. After further reviewing the booking, we see that the guest was requesting to process a cruise move. The cruise move policy states that the move cannot be more than 90 days from the original departure date. The guest was requesting to move the cruise to December of 2025, regrettably, that timeframe is passed the 90-day policy therefore, we are unable to complete the change. Due to the cruise move being declined, the guest requested to have their cruise cancelled. For Yacht Clubs,the cancellation policy states the deposit is non-refundable therefore, regrettably,we are unable to provide a refund for the deposit. The cancellation policy is on the last page of the booking confirmation email. Please see the below link for the terms and conditions for more information concerning the cancellation policy.
  ***********************************************************************************************
  
  Regarding the refund that can be processed, the accounting team is in the process of refunding the card that was used as a payment method. We understand the guest stated that the card is no longer active, therefore, when the bank declines the refund, we can then either mail a check or complete a bank wire transfer. Once we have confirmation of the refund from the bank, we will reach out to the guest directly to further assist.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  09/20/2024

  WE HAD A DEATH IN THE FAMILY AND THJAT WHY

   

  Customer response

  09/23/2024

   
  Complaint: 22302178
  
  WE HAD A DEATH IN THE FAMILY AND THJAT WHY
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went aboard MSC seashore on September ****** with one luggage. Its no bigger than 22 in height. Upon getting my bag which was placed at my room door, i realize it was damaged. The top left has been dent in. My luggage is a hard shell material so someone mustve either threw it hard against a wall or something. I expected the same way i came on board should be the same way i get off and that was not the case due to my bag being damage less than 24hours.

  Business response

  09/18/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guests luggage was damaged. We understand how concerning that may be. We strongly encourage guests to inform guest relations while on board of any challenges they encounter, as we strive to promptly address and resolve them to ensure a satisfactory experience. Regrettably,without the luggage form, we are unable to provide any compensation. We truly apologize for the inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  09/18/2024

  Im not sure how one would know about a luggage form. I came to enjoy myself. It was my first time on this cruise line. I will not be going back and fourth . Its just the principle of it. I came in one piece and was expecting to leave the same way and unfortunately my luggage was damage the very first day of the cruise . But god is good. Aint nothing they can do for me. I just know better next time. 

  Customer response

  09/18/2024

   
  Complaint: 22283908

  
  Im not sure how one would know about a luggage form. I came to enjoy myself. It was my first time on this cruise line. I will not be going back and fourth . Its just the principle of it. I came in one piece and was expecting to leave the same way and unfortunately my luggage was damage the very first day of the cruise . But god is good. Aint nothing they can do for me. I just know better next time.

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

  Business response

  09/19/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests disappointment. In the future, if the guest has any concerns with anything that happens while they are onboard, we strongly recommend they speak with guest services. This will allow guest services the ability to address and resolve any issues that the guest may have. We are certainly happy to assist, however, we have to follow the proper policies and procedures. Please know if the guest has any questions, they can certainly email ********************************************************* for assistance. We apologize for any inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  09/19/2024

  Thank you for your time and assistance. This matter can be closed. 

  Customer response

  09/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your time and assistance. This matter can be closed. 

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

• Initial Complaint

  09/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I mailed a letter to MSC. The only remedy was to offer me a 30% credit toward another cruise. I responded that they missed the point. *** did not provide a dedicated ****** as advertised. Each of our family members paid for the service that was not provided. Please find the letter I sent to ***. It is the exact letter with the addition of captions I added next to the pictures from the original letter. The captions next to the pictures or a direct past from the *** website. You will see that MSC wrote, "[f]rom the minute you step on board, your dedicated ****** will be by your side for a memorable experience."

  Business response

  09/06/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the guests experience they had while onboard. We understand how concerning that may be. We do see the guest escalated their concerns and spoke with leadership who provided a future cruise credit for their inconveniences. Regrettably, no further accommodation can be extended. Please be assured that we recognize the importance of taking into account our guests concerns as we strive to continuously improve our offerings and services. We have provided the guests feedback to the appropriate department so they can further review any areas of opportunities. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  09/09/2024

   
  Complaint: 22234297
  
  I am rejecting this response because:

   

  MSC did not resolve the issue. They did NOT provide the services they advertised, But they want me to cruise with them again when they have not resolved the issue. 
  
  Sincerely,
  
  ******* **********

  Business response

  09/11/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns. Although we are unable to provide a refund back to the guests original form of payment, a 30%future cruise credit was provided to the guest for compensation. Regrettably,we are unable to provide any further compensation. We apologize for the inconvenience this may have caused.  
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and friend took a cruise on *** on December 3, 2023. I left a backpack onboard, and when I got home I immediately contacted MSC to inform them and start retrieving my items. They told me they had the bag and even told me of so many things that I had forgotten so I knew they had it, they sent me the information to file the claim and the correct wording to use, which I did that day. After a week I contacted them again since the system didn't give me a claim number they had me file a claim again and again a total of 5 in all, but still no response after a month I got an email that told me to contact a 3rd party Chargerback. I filed a claim with them, no response, I have called MSC and left at least 25 messages and no one has called me back, the website for Chargerback still has no information on these items. I emailed them on ********, same story wrong department. I have been trying for 9 months to get my items back and still nothing. No one will talk to you because this is always the wrong department, but no one gets the right department. I am a 70-year-old woman and this is too much, poor customer service.

  Business response

  09/11/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest has not received their lost item. We understand how concerning that may be. We have reached out to the lost and found team and regrettably, they were unable to locate the item. If the guest has travel insurance, we recommend they file a claim for further assistance. We apologize for any inconvenience this may have caused.
  Warm regards,
  CS
  MSC Cruises

  Customer response

  09/12/2024

   
  Complaint: 22213135
  
  I am rejecting this response because: On my first call I spoke with a representative name ***** who told me that they had the backpack and how to fill out the form and that I must enter the information exactly the way they had it and sent me that information, this had items I had forgotten were in there so I knew they had found it. This is the copy of that email:

  Good ***************************** style="outline: none !important;">
  It was a pleasure speaking with you today! Please click on the link below to claim your missing backpack.
  *****************************************************************
  
  You will need the following information to fill in.
  

  MSC Magnifica
  Embarkation Port: *****
  List ID: MA05
  Item ID:  54
  Item description: BLUE BACKPACK WITH KEYS,PERFUM, **************** LOTION, BLUE SHORTS AND T-SHIRTS
  

  Enter in your email address at the end.
  
  Please let me know if you have any other questions. I will be more than happy to help and I'm glad we found it!
  
  Kind Regards,
  
  *****
  
  MSC Cruises (USA) Inc.
  
  Post Cruise Support
  
  *******************************************
  
  *************************
  
  **************
  
  Sincerely,
  
  Montwella Stewartbailey

  Business response

  09/19/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns with their item.Unfortunately, since guest has not received any correspondence with the lost and found team the item was not located. Regrettably, the lost and found team only keeps any items up to 30 days from the date the item is located. We truly apologize for any inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a cruise with MSC Cruises departing from ******** for 12/16/23. When they drastically changed the itinerary of the cruise the night before departure, we canceled the cruise in exchange for a Future Cruise Credit (***) because they would not refund me, which already was absurd. I received email confirmation on 1/9/24 that I had a FCC worth $1058 to be used before 12/31/24. Therefore on 7/14/24 I made a booking for a new cruise on 12/1/24 to use my ***. The agent on the phone confirmed that I had an FCC worth $1058 and said that I would have to pay a deposit upfront of $398 and that the *** would be applied later. A month later, the *** was still not applied to my account. When I finally got someone on the phone on 8/27/24 to acknowledge my ***, I was told that it was now only worth $932.54. A commission (which should be paid by ***) of $125.46 was paid to a travel agent for the 2023 booking and deducted from my FCC, which is ridiculous. Even though they communicated to me twice that my FCC was worth $1058 they did not honor their commitment.

  Business response

  08/30/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the guests concerns with the future cruise credit. We understand how concerning that may be. After further reviewing the guests booking, we do see the guest was able to speak with a supervisor who assisted with having their credit applied. We apologize for any inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  08/30/2024

   
  Complaint: 22206477
  
  I am rejecting this response because: MSC only applied a partial credit to my account of $932.54. I am owed a Future Cruise Credit of $1058. *** still owes me the remaining $125.46, which they paid to a travel agency out of my credit.
  
  Sincerely,
  
  ***** ***

  Business response

  09/11/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns. When the guest spoke with the supervisor that applied the future cruise credit to the booking,since the $125.46 was unable to be applied, the supervisor advised the guest they have added $158 as an onboard credit for the inconvenience. The guest will be able to use this credit for any onboard expenses. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  09/12/2024

   
  Complaint: 22206477
  
  I am rejecting this response because: MSC continues to disingenuously miscalculate the credit I am owed. I am still owed $125.46. The $158 they refer to is not "for the inconvenience". I did not receive anything for the inconvenience". $158 onboard credit is the remainder on my Future Cruise Credit after being applied to my account balance. However that should really be $283.46 ($125.46 + $158). The attached lays out the proper calculations. I still want the $125.46 I am owed.
  
  Sincerely,
  
  ***** ***

  Business response

  09/19/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We were able to have your request escalated as it appears there was an issue when having the correct credit applied to the new booking. We were able to have the difference applied to the cruise fare which now leaves a refund of $283.46 that is owed to you. The refund will be processed within ***** business days. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  09/22/2024

   
  Better Business Bureau:
  
  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

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called for a best price guaranteed, and I was told the refund of $700+ will be processed, but it never did. The next day I called, I was told the representative put the exact opposite note saying that I was not qualify for the best price guarantee. I tried to call and talk to another person, and they solely rely on whatever note they have on the system.

  Business response

  08/30/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the guests price match concerns. We understand how disappointing that may be. For the current promotions, the pricing is available for new bookings only. Regrettably, since the guest already has a booking, they would not qualify. Please see the below link for the terms and conditions of the promotion. ********************************************************************************* apologize for any inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  08/30/2024

   
  Complaint: 22201422
  
  I am rejecting this response because:

  As stated on the attached Future Cruise Program under the Best Price Guaranteed, it clearly stated the following:

  the price must be on publicly advertised fares by MSC Cruises available to the general public to the exclusion of group rates, charters
  or other Travel Agent promotions not offered by MSC Cruises based on retail pricing only.
  The lower fare must be bookable in the same market where the original booking was made.
  Evidence of the price must be submitted to MSC Cruises and must be available for booking at the time of the request.
  The price may be matched in the form of a upgrade or Shipboard Credit.
  Pricing claims that cannot be independently verified by MSC Cruises shall not be accepted.

  I have met all above criteria, but the company refuse to refund the difference. I have made every effort by calling and emailing the company. This is clearly a breach of their own terms and conditions. I hope we dont have to go through the lawsuit route. 
  

   

  
  Sincerely,
  
  Guangzhou Lin

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently went n a cruise booking number ********. Upon return I filled out a lost and found for sneakers and now we found out there are more items missing. What we have determined is that from the time we left our luggage out of the room till the time we picked them up the following day we are missing about six pairs of shoes some valued at over $300 a pair. This is extremely upsetting and I called to say to follow up and they told me I had to wait 30 days for a result or response. This is totally unacceptable and Im extremely upset about losing all these shoes and sneakers. Please reach back to me as soon as possible with some sort of resolution. This has never happens to us before on any cruise and this is our first cruise with MSC.

  Business response

  08/27/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest is missing shoes, we understand how concerning that may be. Once the lost and found form has been submitted, it may take the lost and found team up to 30 business days to attempt to locate the items. When the items are found the lost and found team will email you directly to further assist. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  08/27/2024

   
  Complaint: 22188772
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  i just recently also cant find my go pro and 30 days to have some result is unacceptable. If they were stolen by your staff you will not be able to find it. This has never happened to me before and Im an avid cruiser with Royal Caribbean. The amount of money this has caused me is insane. 

  Business response

  08/30/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest is unable to locate another item they had while on the cruise. We understand the guests frustration. We recommend the guest file a lost and found form for that item as well. This will ensure that the lost and found team is aware of the items they will be searching for.Regrettably, the 3-4 weeks is the timeframe allotted for the lost and found to have the opportunity in attempts with locating any items. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  09/03/2024

   
  Better Business Bureau:
  
  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

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  we boarded an MSC cruise on August 9 in the yacht club. Our suite was 19 013. My issue with the cruise was there was a few issues to start and no one to take care of problems on the ship. I stay at hotels a lot and concierge is for booking different things for excursions and dinner. I was extremely hot and they kept telling me its fine. We paid thousands of dollars but are not big drinkers and were disappointed each night in the quality of the food. The same menu is being served throughout the whole entire ship with some modifications. Even though I was on vacation, I was required to complete a lot of task for work. The Internet was terrible. Also, the app which I use because concierge was always either busy or not useful. I was unable to connect most times without restarting the device and attempting to use the app. Also, our ****** was difficult to deal with. Weve had multiple request that were unmet due to his unwillingness to help a customer. Finally, I reached out to MSC and nobody answered at all. This is the most troubling part of this claim. MSC doesnt care about their customers.

  Business response

  08/30/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest did not enjoy their experience while onboard. We understand how disappointing that may be. After further reviewing the guests account, we were able to see that an agent responded to the guests email on 08/13/24. The agent advised them to inform guest services of their concerns so they can be properly addressed due to the guest still being on the ship until 08/16/24. Shortly after the guest disembarked, they sent an additional email and an agent responded to the guest  on 08/23/24 stating they are reviewing the guests concerns and will reach out to them directly to provide an update. We kindly ask that the guest allows more time for their concerns to be addressed.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  09/04/2024

   
  Complaint: 22184683
  
  I am rejecting this response because I am still waiting for an explanation how things went so wrong on the cruise. I received one email saying that this was under review but nothing has ever been discussed with the cruise line at all. I hopefully will hear in the next 24 hours from the cruise line.
  
  Sincerely,
  
  *****************************

  Business response

  09/06/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We understand your concerns. The relevant department has responded to your initial email and advised you they are in the process of reviewing your case and will respond to you directly further assist. We kindly ask that you allow them more time to review.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  09/06/2024

   
  Complaint: 22184683
  
  I am rejecting this response because: I do not see any update from the company except for them telling me to be patient and they will reach out to me some other time. I traveled on the cruise over a month ago.
  
  Sincerely,
  
  *****************************

  Customer response

  09/10/2024

  Its been over a month since I sailed on this cruise line and filed a complaint immediately. I received one email saying it was under review but Ive not been contacted by the cruise ship line at all. This is totally unprofessional and this is Stonewall of customers has been repeated by this company multiple times. Customers deserve better than this poor treatment by MCS. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/25/23 I booked a cruise on MSC cruises through a travel agent. At the time we booked what they called a "family cabin" which is 2 cabins that are connecting to accommodate our party of 5. We purposely booked 1 room of 4 and a connecting room of 3 because my wife has an elderly father who lives alone and if she couldn't make it we still wanted to be able to go on the trip. On 8/31/2023 I noticed that both cabins were changed and were no longer connecting. According to our travel agent this was done by MSC without permission from myself or the travel agent. After months of back and forth with MSC on December 15th 2023 their solution was to move us to 2 connecting cabins - 1 cabin to accommodate 3 passengers and 1 cabin to accommodate 2. We were assured that because this was booked as a family in a connecting cabin that even if my wife could not sail it would not be a problem. Now the week of the sailing my wife had a family emergency and needs to attend to her father who is in the hospital. We contacted MSC to fill them in and make sure we can still and were told that only 3 passengers could sail but the other child cannot because there is not adult in the connecting cabin. Essentially telling us that we cannot sail. MSC has not offered any reasonably solution and because this was caused by a change that MSC made and them giving us incorrect information we are requesting to either be allowed sail just myself and 3 children or for a full refund.

  Business response

  08/15/2024

  Case ID: ********
  
  To Whom it May ****************** certainly understand the guests concerns with the cabin change. After further reviewing the booking, the travel agent spoke with customer service today who advised the travel agent the guest can process a cruise move within 24 hours and the new sailing has to be within 90 days. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  08/16/2024

   
  Complaint: 22145164
  
  I am rejecting this response because: This is not a reasonable solution.  I booked a cruise over a year ago and purposely booked during the summer.  Asking me to take my children out of school as a fix is not a reasonable solution.  This was caused by MSC.  I should be returned to my original cabin which can accommodate my whole party or receive a refund.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Severe Illness: After dining at ********************* I became extremely ill. This illness affected the last two nights of my cruise and extended into the period after my return home, causing significant discomfort and distress. The severity of the sickness not only ruined the end of my trip but also impacted my ability to return to my regular routine post-cruise.2. Unsettling Experience at the *********** My child reported being regularly yelled at by a male staff member at the kids' club, creating a hostile environment that made me feel it was unsafe to leave my child there. Additionally, the children were made to perform in front of large groups of passengers and were exposed to *********************. While I respect diverse forms of entertainment, I found this exposure inappropriate for a family-oriented cruise and had to address uncomfortable questions from my six-year-old child.3. Lack of Air Conditioning: On the day of disembarkation, the buffet area lacked air conditioning. This made having breakfast highly uncomfortable as we had to endure the meal while sweating profusely. This lack of climate control was unacceptable and added to the discomfort of an already stressful disembarkation process.4. Spa Facilities: The sauna was not operational for the entire duration of the cruise. I had specifically looked forward to using the spa facilities, and not being able to access the sauna, a service I paid for, was highly disappointing.5. Handling of Food Poisoning Incident: When I reported my illness to guest services, they documented the issue but suggested that I visit the medical center. However, I was informed that I would be charged over $100 for the visit. Given that my illness was caused by food consumed on the ship, this charge was wholly unacceptable and added insult to injury.7. Food Quality: The overall quality of the food throughout the cruise was subpar. The food was often not fresh, *****, dry, and unsatisfactory.

  Business response

  08/22/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the guests experience while onboard. We certainly understand how disappointing that may have been. Please know that a copy of their comments has been forwarded to the appropriate management personnel so they can utilize their critique to improve the MSC Cruises experience. The guest was able to speak with a post cruise agent who offered the guest a future cruise credit for compensation. We are unable to provide any further compensation. We apologize for the inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  08/22/2024

   
  Complaint: 22143029
  
  I am rejecting this response because: 

  
  Thank you for your prompt response. However, I must respectfully decline the offer of future cruise credit as compensation for the issues I experienced during my recent cruise.
  
  The severity of the circumstances I encounteredsevere illness, an unsettling environment for my child, lack of air conditioning, and the inoperable spa facilitiessignificantly impacted my overall experience. These issues not only ruined the end of my vacation but also had lasting effects that extended well beyond the cruise itself. 
  
  While I appreciate the gesture of offering a future cruise credit, this offer does not adequately address the inconvenience, distress, and additional expenses I have incurred as a result of these issues. Furthermore, the handling of my illness, where I was expected to pay out-of-pocket for a visit to the medical center despite the fact that my illness was caused by food consumed on the ship, was particularly disheartening.
  
  Given the extent of the problems I encountered, I believe that a more appropriate form of compensation is warranted. I am seeking either a partial refund or a full reimbursement to reflect the disruption to my trip and the subsequent consequences I have endured.
  
  I hope you will reconsider your offer in light of these considerations. I would appreciate your prompt attention to this matter and look forward to a resolution that adequately compensates for the negative experience I had on your cruise.
  
  Thank you for your understanding.
  

  Sincerely,

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

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