Business Profile

Cruises

MSC Cruises, Inc.

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Complaints

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

Customer Complaints Summary

436 total complaints in the last 3 years.
167 complaints closed in the last 12 months.

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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:12/18/2024
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.
On November 14, 2024, I logged into **** website and purchased an excursion to Ocean World (************) for myself and my daughter (total: $122). The excursion was to take place November 25, 2024. I never received an email confirming my purchase. However, I trusted that I would get to go on the excursion I paid for. However, once I was on the ship, no MSC employee could find proof of my purchase (even though I had the credit card receipt) and told me I did not have a reservation for the excursion. I tried for hours to resolve it prior to 11/24/24. I did not get to go on the excursion I paid for. Thereafter, I tried to resolve it with representatives on the ship and they told me they couldn't help me. I filed a dispute with my credit card. *** responded to that credit card dispute stating they don't permit refunds and that prepaid items are nonrefundable. They instructed me to contact customer service. I have done so and they cannot help me either. I paid for a service that *** refused to provide and now MSC refuses to refund me the amount I paid.
Business Response
Date: 12/19/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest was unable to attend the excursion, we understand how concerning that may be. Due to the guest processing a chargeback, the accounting team must wait 120 days from the date the chargeback was submitted in order to complete a refund on our end. Once the 120 days have passed, we kindly ask the guest to email ********************************************************* and we can assist the guest with a refund.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 12/20/2024
*** continues to dispute my chargeback with my credit card. I am not willing to wait 120 days to reach a resolution in this matter. They say one thing in response to my BBB complaint and another in response to my Amex dispute. I cannot trust they will make this right in 120 days.
Customer Answer
Date: 12/26/2024

Complaint: 22703459

MSC continues to dispute my chargeback with my credit card. I am not willing to wait 120 days to reach a resolution in this matter. They say one thing in response to my BBB complaint and another in response to my Amex dispute. I cannot trust they will make this right in 120 days.

Sincerely,

***** *******
Initial Complaint
Date:12/17/2024
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 paid to take my family to the BahamasWE NEVER WENT The captain suffered a heart attack in which I am sincerely thankful he survived and is in stable condition!!So the ship headed back to ***** within 4 hours of departure instead of going back to the destination we skipped the Bahamas and went to ocean cay Furthermore the staff lied and tried to blame it on the weather.. what a waste of a trip and money No compensation for this incident has been given not even partial.. just a slap in the face and lies
Business Response
Date: 12/19/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest was unable to attend the **************. We understand how disappointing that may be. There was a medical emergency which caused the ship to not be able to port at ******. Regrettably, we are unable to extend any compensation. We apologize for any inconvenience this may have caused.

Warm regards,
CS
MSC Cruises
Initial Complaint
Date:12/16/2024
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.
Book cruise for my son and my grandkids for Christmas to sail to the ******* 12/13/2024-12/16/2024 we left the ************* I believe around 5pm in the late morning got an announcement stating we was headed back to ***** for a medical emergency didn't state why at the time the next another announcement stating the captain had a heart attack and we will not be visiting the ******* and probably not the private island ocean cay until further notice because of the weather we ended up going to the private island on Sunday I contact customer I got hung up on was getting tahr run around about getting a refund or a voucher or something towards another cruise.
Business Response
Date: 12/19/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest was unable to attend the **************. We understand how disappointing that may be. There was a medical emergency which caused the ship to not be able to port at ******. Regrettably, we are unable to extend any compensation. We apologize for any inconvenience this may have caused.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 12/19/2024

Complaint: 22694787

I am rejecting this response because:

Sincerely,

***** *******
Initial Complaint
Date:12/15/2024
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.
I purchased the cruise sailing 1/23/25 from *** on 12/9/24 for $2581. This include the coupon ($25) I got after signing up on their website for email and text notifications. I emailed after I paid the trip in full for the healthcare hero discount. 2 days later I got a response saying they cannot apply the healthcare heros discount, which would've been 10% off the full amount, because I used the $25 coupon. Nowhere on their Healthcare hero discount info page (*********************************************************************) mentioned that it would disqualify you from this discount if you used the $25 coupon. It's laughable that they provide this type of incentive when they purposefully deny you if you actually apply for it. They can only start verifying your eligibility after you paid in full and there is no way to apply it at the time of booking, not even when you book over the phone with an agent. It's really a bait and switch because you have to book a non-refundable cruise and pay in full before you know if you can get the discount. Also note that after I emailed them back requesting to remove the $25 coupon and apply the healthcare hero discount, they obviously denied it because that's how they make money. I'm requesting to have either the healthcare hero discount honored, or have the full refund for the trip.
Business Response
Date: 12/19/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest is unable to have the healthcare discount applied along with the $25 promotion. We understand how concerning that may be. Each promotion has different terms and conditions which allow other items to be combinable. In this instance, the promotion is not combinable with the following: Voyagers Exclusives (MSCCLU55), ****************** (HEALTHNW), or ************** Military and Interline (MILITARYUS), or other E-Coupons. Please see the below link for the promotions terms and conditions, the promotion details will be located underneath the E-Coupon Offer. We apologize for any inconvenience this may have caused. ******************************************************************************

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 12/19/2024

Complaint: 22690316

I am rejecting this response because: it did not resolve the issue and I will leave this complaint open until they actually take responsibility for this.

Sincerely,

Qi Dai
Business Response
Date: 12/19/2024
Case ID: ********

To Whom it May Concern,

We certainly understand the guests concerns. Regrettably, we are unable to apply any other discounts to the booking as per the terms and conditions for the promotion no other discounts can be combined. Please see the attached picture of the terms and conditions. We apologize for the inconvenience this may have caused.

Warm regards,
CS
MSC Cruises
Initial Complaint
Date:12/13/2024
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 am writing to request assistance in resolving an ongoing billing issue with MSC Cruises. On November 28th, 2023, I booked a Caribbean cruise with MSC scheduled for December 16, 2023, under booking number #********. The total amount for the booking, including port fees and taxes, was $1658 ($1038 ticket price and $620 for port fees and taxes)Due to a storm in the *********, the cruise was rerouted to ******. The company offered an option to provide a future cruise credit (***) for the full ticket amount, with a refund of the port fees and taxes which I selected. Initially, the company refunded the $300 total for the port fees and taxes and provided a future cruise credit of $1181.45. However, this amount is $320 short of the taxes and fees I originally paid in November 2023 and the *** amount is incorrect.I have made multiple attempts to resolve this discrepancy through customer service over the past 12 months. Unfortunately, despite assurances that the matter would be investigated, there has been no resolution or follow-up. This lack of response and failure to address the accounting error has been extremely frustrating. I am requesting immediate action to resolve this matter. I am extremely frustrated with MSC not being able to resolve this before the *** expiration and want to request a full refund of $1358 (the amount initially paid minus the portion already refunded) since no services were ever rendered.I hope BBB intervention will help resolve this issue promptly. Thank you for your attention to this matter.
Business Response
Date: 12/19/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest is missing some funds on their future cruise credit. We understand how concerning that may be. The difference missing on the credit is $176.46 as the $300 port fees and taxes have already been refunded. The guests travel agent contacted MSC Cruises in February and spoke to an agent named *****. ***** responded to the travel agent via email advising that we can provide a shipboard credit in the amount of $180 for the difference missing. We have emailed the guest with the shipboard credit. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 12/19/2024

Complaint: 22682976

Thank you for your response. While I appreciate the correction to the ***, I am rejecting this resolution because my original request was for a refund of the remaining amount ($1,358), as no services were rendered. Given the significant delay and the frustrating experience throughout this process, I believe a full refund is a more appropriate resolution.

Sincerely,
****** ****
Business Response
Date: 12/24/2024
Case ID: ********

To Whom it May Concern,

We understand the guests concerns. Regrettably, we are unable to provide a refund for the itinerary change. The compensation we can provide is the future cruise credit that was provided. We apologize for the inconvenience this may have caused.

Warm regards,
CS
Initial Complaint
Date:12/13/2024
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 am filing this complaint to seek assistance in recovering lost items that were left behind in a cabin aboard the *** ****** ****** ship. My trip took place from December 6th to December 9th, and I stayed in cabin number *****. Upon disembarking, I realized I had forgotten several personal belongings, including:A package of photographs purchased onboard.A ***** ***** **** suit.A Nautica light blue jacket.An iPad, which remains in the cabin and is still reporting its location onboard the ship.I immediately submitted four lost-and-found reports through MSC Cruises' official procedure. Despite multiple follow-ups via phone and email, I have not received any updates or resolution. When I contacted their customer service, I was informed my reports were "being processed" and that I would be contacted via email, which has not occurred.The iPad's location, as confirmed by the Find My iPad feature, remains on the ship, indicating that it should still be in MSC Cruises' possession. This lack of communication and action is highly concerning and unacceptable, especially as my efforts to escalate the matter through **** customer service line have resulted in disconnections or redirection to voicemail.I request BBBs assistance to escalate this issue and urge MSC Cruises to address my complaint promptly and resolve it by recovering and returning my belongings.
Business Response
Date: 12/24/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest left their items onboard, we understand how concerning that may be. Due to the guest booking their cruise with the Chile Market, regrettably, we do not have access to their booking as this is the US Market. We kindly ask the guest contacts the Chile Market,please see their contact details below. We apologize for the inconvenience.

*****************************************************
Phone : *****************
General email ************************ *******************************, ***************************

Warm regards,
CS
MSC Cruises
Initial Complaint
Date:12/12/2024
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.
Upon check in to our ***** experience cabin it was absolutely filthy - floors carpet dirty - side table had dust all over it and someone left a ***** pin in bathroom. Also we did not get our robes until next day and I called desk 4 times. We requested no sprays and on day 3 housekeeping sprayed our room and I was not happy due to being cancer Patient cant take sprays they used. We book cabana 18 on north beach on day 3 with federica helping us find our cabana upon arriving and within 40 minutes I was verbally assaulted by a young man and woman who took our lounge chairs from our cabana while we were in the water and when I told them they belonged to our paid cabana they came at me and swore at me and called my wife and me lesbians Im ********************************************* my face and was do vise I thought he was going to attack me - the two crew members came over and tried to calm them down and my wife and I picked up and left the cabana and went back to ship extremely upset I went to desk and spoke to head of security to inform them of incident and requested refund for cabana . I would also like to be refunded for me and my wifes cruise as we didnt leave our cabin the rest of the cruise due to I didnt want to see those people who assaulted us. There was no security on the island which is an issue
Business Response
Date: 12/13/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear of the encounter the guest had with other guests while at their cabana at *********. We understand how distressing that may be. We can confirm that the ship provided a refund for the cabana, the refund will reflect on the guests final invoice and was deducted from the guests overall onboard total. MSC Cruises is committed to providing each of our guests with an enjoyable vacation experience; we also understand that the problems they pointed out could detract from that enjoyment and sincerely regret it if their cruise did not meet their expectations. Although no compensation will be extended, 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. 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 apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 12/13/2024

Complaint: 22677567

I am rejecting this response because:there was no security on the island and I was accosted by another passenger which prompted me to stay in my cabin for the duration and not eat at the restaurants. I plan to file a dispute with my credit card as MSC not provide me with what they promised.

Sincerely,

****** *********
Business Response
Date: 12/19/2024
Case ID: ********

To Whom it May Concern,

We understand the guests concerns. The ship did provide the requested refund for the cabana which was deducted from the overall onboard expenses. Regrettably, we are unable to provide any further compensation. We apologize for the inconvenience this may have caused.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 12/19/2024

Complaint: 22677567

I am rejecting this response because they did provide us with the ***** experience we upgraded for

Sincerely,

****** *********
Initial Complaint
Date:12/11/2024
Type:Customer Service 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 have traveled on MSC multiple times and it has always been a top pick cruise line for me until today. I booked a trip in advance and an emergency came up 4 days prior to my trip where my fianc was unable to attend. All I wanted from this company was for them to change the name from my ***** to my mothers name, the company would not be losing any money. This was a completely devastating occurrence and the company did absolutely nothing to help. They had absolutely no remorse or costumer service in trying to help me in this situation. I called and spoke with one women and she was rude, disrespectful and had no empathy when answering the phone stating that she had already heard about my problem from my fianc and couldn't help me, therefore I asked to be transferred to someone above her and she said that she could try but couldn't promise anything because they have to accept the transfer if they'd like. When I got the transfer I was put on the phone with "********" from the ******************************* who was absolutely no help. She didn't try to hear us out on our issue or find any way to help make the transfer possible. She also denied giving us any information that identified her beyond "********" and the department she was part of. This was absolutely terrible on the company's part and I wish this upon nobody. This company needs to improve highly on costumer service and policy help. Below I attached my booking number: ********.
Business Response
Date: 12/12/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guests fianc was unable to attend the cruise. We understand how distressing that may be. Per the policies and procedures, we are only able to change guests names up to 7 days prior to the sailing date. Regrettably, less than 7 days prior to the sailing date, we are unable to complete the change. We truly apologize for the inconvenience this may have caused.

Warm regards,
CS
MSC Cruises
Initial Complaint
Date:12/10/2024
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 booked a cruise with MSC Cruise line September 20, 2024 for me and my husband-booking #********. I also won a cabin upgrade on September 28, 2024 for the additionnel amount of $1480. On October ****** we were sent a communique notifying us the cruise set to sail on 10/10/24 would be sailing on 10/11/24 due to Hurricane ****** and to call and get a future cruise credit or do nothing and sail on 10/11/24 with a 2 day cruise. I called and opted for the cruise credit. I was advised by the agent that the cruise credit would be available in 24 hours. The day after MSC cruise sailing on 10/10/24 had been canceled, and a communique was sent saying a refund would be issued. which stated the cruise was canceled and a refund would be issued WITHIN 14 days. I was issued a refund of $49.60 on 10/18/24 leaving an owed balance of $708.40 plus a bid for a cabin upgrade of $1480 so the balance total is $2188.40. On 10/23/24 I called *** and spoke with an agent who advised to allow 14 business days for a refund, The letter did not state business days, but I complied. I called MSC on 11/25/24 and spoke with Thuli, who advised to allow 2 billing cycles (60 days for a refund). That was unacceptable, so Thuli send a request for me to Escalations Specialist. She said he sent a message over to the accounting department and marked it as urgent. I called again on 12/09 the agent escalated the case again. As of the date of this filing it has been 60 days for a refund that was advised would be issued within 14 days. I do understand acts of nature are no one's fault, but MSC canceled the cruise and put in writing they would issue a refund. I would like for them to make good on what they have promised.
Business Response
Date: 12/24/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest has not received any refunds,we understand how concerning that may be. Regrettably, since the guest submitted a chargeback, we are unable to assist at this time. The chargeback process takes 120 days and we must allow the full timeframe before the accounting team can assist with any refunds. We kindly ask that the guest allows the 120 days to pass, after that time please email ********************************************************* and we will be happy to assist.

Warm regards,
CS
MSC Cruises
Initial Complaint
Date:12/10/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 sailed to the *******. Our room was dirty and not cleaned. It smelled awful. We asked the manager to clean it. The room was still not cleaned, the shower was c*** and the couch pillows were turned upside down. And now they charged me $96 for ****** service. They brought us an air freshener to the room that gave me a runny nose, my eyes watered and I couldn't sleep. I asked the manager not to come into the room but they did. I feel very let down, the ship was disgusting in general and most of the pools were not working. The service was rude. They also charged me $88, I don't know why because the transaction is still pending. I spoke to two agents today and both of them hung up on me in a shameless manner. Internet cost me $142 and it doesn't even work like it should. Nobody knew anything, it was a terrible mess. They told us to punch our cards and didn't even give us training on how to use life jackets if necessary.. Older was this ****. Generally people worked so hard and tried but koste service was terrible.Thank you for your help.I have more picture to showes that dirty room.
Business Response
Date: 12/12/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear of the guests experience with the service along with their cabin. We understand how disappointing that may be. We have contacted the guest directly by email and provided compensation for their troubles. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Business Response
Date: 01/13/2025
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest is dissatisfied with the future cruise credit offered. 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. Regarding the pending charge of $88, the authorization placed on the guests card is to ensure funds are available if any on-board purchases are made. The pending authorization will be released within 30 business days from the last day of the cruise. If after that time frame the guest is still seeing the hold on their account, we kindly ask that they contact their banking institution for further assistance. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 01/13/2025

Complaint: 22661630

I am rejecting this response because:I never received a refund of $88 and did not accept the $110 refund because I never used their offers again.

Sincerely,

****** *****

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MSC Cruises, Inc. is NOT a BBB Accredited Business.