ComplaintsforMSC Cruises, Inc.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are owed a refund from a cruise we had to cancel per the terms and conditions of MSC cruise lines when cancelling a cruise. The cruise was cancelled on August 15, 2024, we were scheduled to cruise on August 18, 2024. Company acknowledges they owe us money but 2.5 months later they still have not processed the refund

  Business response

  11/04/2024

  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. After further reviewing the guests booking,we do see that the travel partner has been in communication with customer service to assist with the refund. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  11/04/2024

   
  Complaint: 22498514
  
  I am rejecting this response because:

  The response is what has been going on for over 2.5 months now, it is an easy resolution by refunding the funds Im owed.  There is no reasonable excuse why it has taken this long and the funds need to be refunded today.

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

  Business response

  11/07/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We understand how frustrating it may be to have not yet received the refund. The travel agent was is in communication with a customer service agent who is further assisting with the guests refund. We kindly ask that the guest and travel agent continue to work with the customer service agent so they can resolve the refund concerns. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  11/07/2024

   
  Complaint: 22498514
  
  I am rejecting this response because:

  That response is garbage, the same they gave for the initial complaint.  We have been working with the travel agent and MSC since mid August on this, there is ZERO reason that a simple refund takes anywhere this long.  They need to refund the fees TODAY.  DO NOT RESPOND with keep working with customer service, THAT HAS NOT RESOLVED the issue, thus the BBB complaint process.  FIX IT

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

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sailed on the *** Meraviglia from ************* ******** to **************, *******. on September 29, 2024 through October 6, 2024. The ship was supposed to be docked in ******* for three days; the ship only stayed in ******* for a couple of hours due to the weather. I called *** on October 7, 2024, a representative informed me that I would get a refund of my port fees due to the ship not staying in ******* for three days. *** is ripping off consumers and doing a bait and switch and is misleading buyers. This company only cares about profit and not its customers.

  Business response

  10/26/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We sincerely apologize for any disappointment caused by the itinerary change due to adverse weather conditions. We certainly understand the impact this had on your expectations, and we truly apologize for any inconvenience. Please know that these decisions are made after careful consideration as the safety and well-being of our passengers are our top priority.  While we are unable to offer compensation for weather-related changes, we remain committed to ensuring your overall experience is as enjoyable as possible. The ship provided each guest with a $50 refund for the port fees and taxes, that refunded was deducted from the overall total of the onboard expenses. We apologize for any inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  10/26/2024

   
  Complaint: 22472900
  
  I am rejecting this response because MSC should credit back my port taxes and fees.I should no face difficulties getting  my port fee's back. The representative from your company told me via phone that I was going to receive  a reimbursement  in 10 days. The ship was not in ******* for three day. Why should consumers pay for a service  that they did not receive  this is fraud.
  
  Sincerely,
  
  ***** ******

  Business response

  10/28/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  The ship provided a refund for the port fees and taxes while onboard to each passenger. The refund was deducted from the guests total onboard expenses. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises
  

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against MSC Cruises regarding my cruise scheduled from October *****, 2024. I booked this cruise specifically because it promised a visit to the *******, which is the only destination I wanted. Recently, I have been informed that the itinerary has changed, and the cruise will instead be heading to *******. I find ******* to be unappealing and not at all what I signed up for.Moreover, I have received conflicting information from your staff about the reasons for this change. One employee claimed it was due to weather issues, while another stated it was due to a medical emergency. This inconsistency leads me to believe that I am being misled, and it raises concerns about the overall professionalism of your crew.I am incredibly frustrated with the lack of transparency and the dismissive attitude of the staff when I inquired about this situation. If the cruise does not include a visit to the ******* as originally promised, I expect a full refund for my booking.Thank you for your attention to this matter. I look forward to your prompt response regarding the resolution of this issue.Sincerely,******* ******* ********

  Business response

  10/24/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the guests experience concerning the itinerary change. We understand how concerning that may be. Our records indicate that the itinerary change was due to a medical situation. Since the guest is still on the cruise until 10/27/24, we kindly ask that they speak with guest relations for any further assistance. We apologize for any inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi,I have a big problem. My name is **** ******* and i am from ********Last month i lost my camera on the cruiseship MSC Seascape. It is a SONY DSC-WX500 (black)The front desk manager ( ******* *******) has found it and has send the camera to MSClostandfound .He was very helpfull and did a great job.The company lostreturns handles the lost items.Mister Khumalo told me that i have to claim the camera on the *** lostandfound ******* the camera is definitely in their possession ! ! !I filled in allready 3 times a claim but everytime it is deleted the day after.I got 3 ticketnumbers: ******** (is now pending) ******** ******** I have send allready a message to losterturns by mail, linkedinn, instagram, messenger but no one has answered me or has taken contact with **** have also tried to contact lostreturns by filling in a form on the site of ***************. But no reaction.I dont understand what the problem is.

  Business response

  10/22/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns with not receiving an update for their lost item. Since you booked your cruise with the Belgium Market unfortunately, we do not have access to view your booking or to see any details. We kindly ask that you contact the Belgium Market for further assistance. We apologize for any inconvenience this may have caused.
  Warm regards,
  
  CS
  MSC Cruises

  Customer response

  10/22/2024

   
  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

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband (**** *******) and I booked a cruise on the *** Magnifica from 10/7/2024 to 10/11/2024. This was our first cruise and we were very disappointed. Our ship cancelled the itinerary to the ******* that we paid for and gave no notice. The day we got on the ship, we received a paper informing us that we were no longer going to the ******* because of the weather. Although, *************** kept its itinerary. They could have emailed us about this change instead of waiting until we got on the ship. We would have rescheduled our trip. I received something I did not pay for and was highly unsatisfied with their remedy. The refunded us $8 in port fees although we spent over $800 on this trip! We should have been given the option to reschedule or given on board credit as an apology for the inconvenience.I am requesting a refund from this trip as it is not what I paid for, or an opportunity to go exactly where we planned. Otherwise, *** can count out on having my business ever again. Booking number is ********

  Business response

  10/17/2024

  Case ID: 22425938
  
  To Whom it May Concern,
  
  We understand how disappointing it is to have the guests cruise experience disrupted, and we regret that they were unable to fully enjoy their time. Their concerns are important to us, and we take them seriously. Please know that these decisions are made after careful consideration as the safety and well-being of our passengers are our top priority. While we are unable to offer compensation for weather-related changes, we remain committed to ensuring your overall experience is as enjoyable as possible. We apologize for any inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  10/17/2024

   
  Complaint: 22425938
  
  I am rejecting this response because:

  MSC knew well before that they were changing their itinerary and waited until the day we got on the ship to let us know without offering the opportunity to cancel or reschedule. That is the problem and compensation should be given or a small claim will be filed in court.
  
  Sincerely,
  
  Keya Reed-redmond

  Business response

  10/18/2024

  Case ID: 22425938
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns. We understand how disappointing it is to have the guests cruise experience disrupted, and we regret that they were unable to fully enjoy their time on board. Their concerns are important to us, and we take them seriously. Regrettably, we are unable to provide compensation for adverse weather conditions. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  10/18/2024

   
  Complaint: 22425938
  
  I am rejecting this response because they literally said the exact same thing as the previous response and are obviously not willing to take responsibility for willfully waiting until they say we board to give itinerary changes. They forced us to go somewhere we didn’t pay for and it’s as simple as that. 
  
  Sincerely,
  
  Keya Reed-redmond

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a cruise back in Feb of 2024 for the *** Seashore July 4-7. In may I purchased and addon for ********** cabana for Ocean cay. In june ****************************************************************************************************************************************** and let them know that I did not have that card anymore and they needed to send me a check or I could give them another debit card since that one was cancelled. I was told it would take 2 billing cycles. I called at least one a week in July and kept getting the run around and them saying it still hasn't processed. In august I still have not received anything and was told that if I gave them my routing and account number it would be expedited. As of sept I still had not received anything again and I called daily and was put on hold and was told someone would call. Finally I got a call and an email on Oct 2 requesting a ACH for for my bank which I filled out and sent back. Still nothing. I sent emails daily requesting update. I called again on Oct 7 and was told that it was processed on Sept 24 to the card that was cancelled. Then received an email telling me to call the bank. I went to back explained and was told that that card was cancelled on 05/13 which I told them from the get go and nothing has came in on sept 24. Im just getting the runaround and they wont let me speak to a supervisor just say they will call me back. I need help.

  Business response

  10/17/2024

  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 do see that the guest has been in communication with **** from the post cruise department regarding the refund.**** has reached out to the accounting team who advised the refund was successfully processed and confirmed by the bank. The transaction number for the refund is ******************.We recommend that the guest contacts their bank with the transaction number for further assistance. We apologize for any inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  10/18/2024

   
  Complaint: 22425011
  
  I am rejecting this response because: I have went to the bank and they have not received anything.  This is the 2nd time I have had to go out of my way to the bank to ask.  NOTHING
  
  Sincerely,
  
  ******* Ireland

  Business response

  10/26/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We understand the guests concerns. We kindly ask the guest to continue to work with the supervisor **** as they have already been in communication with the accounting team. **** would be the best agent that can further assist the guest with a resolution. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  11/06/2024

   
  Complaint: 22425011
  
  I am rejecting this response because: they still have not u=issued refund, They sent email saying that it was processed on Sept 4th.  I sent in my bank documents showing it never came through.  then they asked me to send my bank info for june july and august.  If the payment was sent on Sept 4 it would not be in there.  these people are crooks and I want my money back..
  
  Sincerely,
  
  ******* Ireland

  Customer response

  11/06/2024

  I was told to send over bank documents for Sept and oct as they are saying money was sent on Sept 4th,  Nothing was sent.  then they requested JUNE JULY AUG.  I will not send over my bank information for other months when they said it was processe *** Sept 4th.  This has been going on since June ridiculous.

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Explained to cruise line that due to extraordinary circumstances I needed internet to rebook flights and let my daughters father know she was okay. Was informed I must purchase internet package for duration of travel. An hour later the cruise line announced they were giving it away for 99 cents a day and refused to reverse charge or credit. Final night and day I was cut off completely from using internet further complicating situation and staff offered no solution. Should seem the cruise line was so concerned about the loss of profit being forced to keep us at sea an extra day they really didnt care to accommodate or assist

  Business response

  10/16/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear a lower rate for internet was announced by the ship after the guest purchased internet. We understand how concerning that may be. We have reached out to the ship for further assistance in regard to refund information. We will follow up with the guest when we have received a response.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  booked a cruise with *** traveling from ******* on 09/29/2024 with booking number ******** contacted the merchant for a free change with in the 30day policy before trip merchant didn't honor it. i asked for discount of the price of my trip since it was about 50% cheaper now than when I've booked it and was giving the run around. merchant decided to cancel my booking 10 days prior to my trip with no advance notices. keep in my whole trip with already paid in full. supporting documents for the free change policy, my phone record with the merchant and the merchants cancelation email is all available upon request.

  Business response

  10/16/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guests booking was cancelled, we understand how concerning that may be. Concerning the cruise move, may the guest please provide the phone number they used when calling customer service along with the day they called? Regarding the price match, the request was denied due to the guests booking being in the penalty period. The guest processed a chargeback with their banking institution to dispute the charges made towards the booking. Due to the guest submitting a chargeback the booking was cancelled.Regrettably, since the booking was within the penalty period, we are unable to provide the guest with a refund. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  10/17/2024

   
  Complaint: 22404641
  
  I am rejecting this response because:
  I called on August 30, 2024 at 9:51 Am to the merchant's customer service number which is **************. I wasn't in any penalty period as i called 30 days before the trip. a charge back was started with my credit card due to the fact that the merchant didn't honor their own policy on free change with in the 30 day period before the trip, and for the cancelation of the booking by the merchant. merchant stated they cancelled because of the charge back but yet i didn't receive any refund from my bank and the dispute still pending. so based on the merchant respond they knew by cancelling the booking I wouldn't be able to use the booking if i wanted too so its a double win for them (money and booking) 
  Sincerely,
  
  ***** ******

  Business response

  10/22/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns. After reviewing the guests booking, there are no records within our system for any calls made by the guest on 08/30/24. We did have a call from the guest on 08/31/24 and they had questions concerning a price match, but a cruise move was not mentioned. Regrettably, as the booking was in the penalty period, the price match was unable to be honored. On 09/19/24 there were notes from accounting advising a chargeback was issued by the guest therefore, the booking was cancelled on 09/23/24. As previously advised, we are unable to provide any refunds as the booking was within the penalty period.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  10/25/2024

   
  Complaint: 22404641
  
  I am rejecting this response because:
  i had every right for the cruise change and it was told to the customer service *** that answered the phone. dispute with **************** started on the same day i called MSC when they didn't honor their own policy and rejected my request for the cruise change which is August 31th. again i wasn't in the penalty period, the merchant cancelled knowing very well they'll fight the dispute no matter what their customer service did or didn't do and keep the money and the booking. i know what i called for, if the phone call is recorded i would love to get that and i'll ask for that as evidence if this case goes to court. 

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

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm filing a complaint regarding a highly disappointing experience I had with MSC Cruises on the recent MSC Seashore ************** number: ******** My trip was severely disrupted due to Hurricane ******, which shortened the itinerary by a full day. However, the issues didnt stop there. We experienced a late check-in process, which further cut into our already limited time onboard, and to add insult to injury, we were forced to check out early.The only full day we had left, I was off the ship, meaning I barely experienced any of the cruise activities I paid for. While *** offered a 33% discount on a future cruise, this is insufficient given the extent of the disruption and dissatisfaction. I feel this was not the experience I paid for and that a 60% discount would be a fairer offer considering the circumstances.I urge MSC Cruises to address this issue and provide proper compensation for the unfortunate and disjointed experience I endured.

  Business response

  10/16/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the guests experience due to the hurricane. We understand how disappointing that may have been. For the day affected, MSC Cruises is providing a pro-rated refund for the inconvenience.Regrettably, we will not be able to provide the requested 60% credit. We are committed to offering our guests the best possible vacation experience and your comments will help us do that. We truly appreciate your patronage and hope to have the opportunity to welcome you back onboard one of our ships in the near future.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  10/16/2024

   
  Complaint: 22394771
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  Business response

  10/17/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  We understand the guests concerns. Their refund will be provided by the accounting team as they are diligently working to have them processed in a timely manner. Regrettably, no further compensation will be extended. We apologize for the inconvenience.
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  10/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We took our first cruise with MSC on 08/29/24 for 3 days.I received a massage at the spa. I signed a receipt for $189.17. I had an additional $268.52 from the spa billed to my account for no apparent reason.I have reached out to the company many times via email with no response. They refuse to provide me with any receipts or documentation proving this charge is valid. After reading all of the ****** reviews and bbb complaints, I see that this is typical of this company. Obviously wont be cruising with this line again, but they are theives. Do NOT add your card to your on board account for purchases. This is fraudulent.

  Business response

  10/07/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest was incorrectly charges onboard for the spa services. We understand how concerning that may be. After reviewing the guests booking, we do see that the guest was able to speak with a post cruise agent who assisted in having a check mailed to the guest for the refund.Please know the refund can take between ***** business days to be received. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  10/08/2024

   
  Complaint: 22383363
  
  I am rejecting this response because:

  this Is false. On 09/06/24 I was told this would be investigated. I have yet to receive any correspondence back from you, stating refund has been approved and/or check will be issued. I have followed up 3 times with no response. You also have not cooperated with *********** for a refund. If this refund has been approved and a check was mailed, please contact me to confirm address, amount due, and check number. 

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

  Business response

  10/16/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  On 09/06/24 the guest responded via email with their mailing address to a post cruise agent named ****. That is the address the check was mailed to. The check was mailed on 10/07/24 for the amount of $268.52 and can take between 2-3 weeks to be received. We apologize that the guest was not initially updated when the refund was processed.
  
  Warm regards,
  CS
  MSC Cruises

*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. ↩