ComplaintsforMSC Cruises, Inc.

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Initial Complaint
10/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was on a cruise back on 11/19/2019 - on the date of the sailing I received an email from *** stating that they were not ready to open one of the ports of call. In the email I have offered a credit of 20% off my next sailing ( with no expiration date) I purchased three state rooms for a cruise this November. I was told at the time of the booking to pay the full purchase price and get hold of the existing reservation department to receive a credit for the 20% for the last cruise. I did so, with an attachment of the email- I received no notification for several weeks, however; today I received an email stating the credit expired 2 years after issue. This was not listed in the email only an apology and offer of credit toward a future booking. I have contacted MSC several times - being put on hold for hours and they refuse to honor the credit that was emailed to me by their own COO
Business response
10/07/2024
Case ID: 22379503

To Whom it May Concern,

We’re sorry to hear the guest was advised the future cruise credit was unable to be applied to their new booking. We understand how concerning that may be. After further reviewing the guests booking, we’re happy to see that the guest was assisted with the credit and the issue has been resolved. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Customer response
10/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22379503, and find that this resolution is satisfactory to me.

Sincerely,

Jeremiah Cocking
Initial Complaint
10/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked a cruise on September 13, 2024, and paid $1,190.00 in full during the booking with an MSC Agent, ******* ******. After that booking our agent was very difficult to get in contact with. After leaving several requests for a call back, we finally made contact on September 26th at 1:42p EST where we had a conversation with *******. During that call I told her I needed all of the options available to me as the dates of the cruise 10/10/2024- 10/13/2024 would be a stretch for my family to attend. She informed me if I canceled, I would lose my money, but I indeed could do a free cruise move as long as it was at least 7 days before cruise departure. We concluded that conversation with how that would be a great option for my family, and we would call her back with the dates. After picking dates we finally were able to get in contact with ******* on 10/02/2024 at 10:55a where we told her that we were interested in a free cruise move date for 04/15/2024. ******* informed us that was too far out, and we needed to select a date within the next 90 days. We agreed that ******* would call me back at 3:30p to conclude that date change, but she did not call. I contacted the ***** number later that evening after several unanswered calls to *******. I have been told that I will now lose all of my money and I do not qualify for a free cruise move I have spoken and tried to resolve this with multiple staff members who have blamed me, the consumer, for not knowing their policy. I am not sure how a company would decide I would take a financial loss after they have acknowledged I was given the incorrect information several times on a recorded line.
Business response
10/07/2024
Case ID: 22377788

To Whom it May Concern,

We’re sorry to hear the guest was unable to reach the agent so that they can process the cruise move. We understand how concerning that may be. After reviewing the guests booking, we do see they were able to speak with someone who completed the cruise move. We apologize for any inconvenience.

Warm regards,
CS
MSC Cruises
Customer response
10/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22377788, and find that this resolution is satisfactory to me.

Sincerely,

Yatonshia Barnes
Initial Complaint
09/30/2024
Complaint Type:
Product Issues
Status:
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.
We were scheduled to leave on a MSC Cruise out of NY on 12/09/23 (Booking# ********) to the *******. The night before we were to leave my husband was rushed to the hospital for an issue and wasn't released until Monday 12/12 We had paid the trip insurance of $136 and had expected to receive the full amount back ( minus the $136) which equates to $1792. To date we have only recieved back $673. We have contacted ******************** approx. 8 times over the past 9 months and to this date have gotten no resolution and in most cases not even a return phone call.
Business response
10/07/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest did not receive their full refund. We understand how concerning that may be. The guest requested with Generali that the insurance be cancelled, and they be refunded the $136. The $136 was refunded back to the original form of payment on 11/30/23. Since the booking was cancelled 25 days prior to the sailing date, the booking is at 75% penalty therefore, regrettably, we are unable to provide any further refunds. The cancellation policy is on the last page of the booking confirmation email. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Initial Complaint
09/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Sailed on a cruise port canaveral ******* to ******* with MSC seashore and participate in their voyagers club program. They are not providing me with the accurate points deserved for onboarding spending. Ive emailed 6 times, called 4 times and no on responds. When they do respond they tell me inaccurate information via email. I have proof that I was awarded points for onboard spending on previous sailings and now they are saying this sailing my onboard spending doesnt count. This is false and a manager refuses to contact me despite my several requests. They are unfairly neglecting to award customers the proper points they deserve which I dont believe is legal. I have attached proof previous sailings for casino spending I was awarded voyager points and they are trying to say casino points dont count. I know that they do.
Business response
10/16/2024
Case ID: 22349189

To Whom it May Concern,

We’re sorry to hear the guest has been unable to view the points for their recent cruise. We have partnered with the Voyagers Club Department, and they have advised the issue has been resolved. We apologize for any inconvenience.

Warm regards,
CS
MSC Cruises
Customer response
10/16/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22349189, and find that this resolution is satisfactory to me.

Sincerely,

Heather Heyer
Initial Complaint
09/22/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Well, theyve got a cruise on October 9 and we had so many problems on the cruise. Its hard to put them all in this email. I recently accompany multiple times and they said repeatedly somebody would reach out to me. I even received a few emails saying that someone reach out to me after they were done taking a look at this complaint. Ive never been reached out to you by anyone in the company and I feel that this is totally unacceptable. I would like to talk to the cruise people about the cruise experience and get this stuff taken care of.
Business response
09/25/2024
Case ID: ********

To Whom it May Concern,

We understand the guests concerns with receiving assistance.The guest made several comments regarding their stay while onboard. As previously mentioned, all of the guests concerns has been escalated to the relevant team for a thorough review. The team takes the time to ensure they address all of the guests concerns and respond with a resolution. The relevant team has reached out to the guest to ensure they are reviewing their case and will respond once they have gathered all the information. We kindly ask that the guest allows the team more time to complete their review. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Customer response
09/25/2024

Complaint: 22322175

I am rejecting this response because: I have been very patient and have waited over a month with no response whatsoever. How long does it take? Ive contacted them numerous times and not heard anything back. please provide a timeline for me to hear a response. Its already been a month.

Sincerely,

**** **********
Business response
09/25/2024
Case ID: ********

To Whom it May Concern,

We appreciate the guests patience. The guest requested to speak with someone in leadership, therefore, their concerns were escalated. As previously advised, the appropriate team is reviewing their comments and will follow up with the guest once all information has been obtained.

Warm regards,
CS
MSC Cruises
Initial Complaint
09/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We cruised on MSC Cruise line from ***** Sept 2024 and paid for the Easy Plus drink package. We were charged for $102.93 for item not purchased and for water and apple juice that was included in the drink package. We complained about it prior to leaving the ship and have not heard any response from MSC Cruise line. Statement and receipts are attached showing items we did not pay for or items that should have been included in the Easy Drink Plus package.
Business response
09/25/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest is seeing unrecognized charges on their account. We understand how concerning that may be. After reviewing the onboard expenses, we were able to determine that the ship voided the charge of $4.60 and $41.40. As for the remaining amount, we have emailed the guest directly to ask for their refund preferences. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Customer response
10/11/2024

Complaint: 22318965

I am rejecting this response because: I have not received any check yet to satisfy the complaint.

Sincerely,

****** *********
Business response
10/16/2024
Case ID: ********

To Whom it May Concern,

We certainly understand the guests concerns. The refund timeframe can take between ***** business to be received. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Customer response
10/19/2024

Complaint: 22318965

I am rejecting this response because:
I have not received my reimbursement check.
Sincerely,

****** *********
Initial Complaint
09/19/2024
Complaint Type:
Product Issues
Status:
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.
We were supposed to take a cruise with MSC Cruises on June 14, 2024 (receipts attached). We had a flight to *************** where the departure port of the cruise was. The flight was cancelled due to a tropical storm a day before the cruise was supposed to depart (cancellation email attached).I called MSC Cruises as soon as I got the flight cancellation and asked them if they would provide a refund for the cruise as the weather is not permitting me to fly to the departure port. The person on the call assured me that a refund would be possible since it was a severe weather issue and that I would have to email their ********************** in order for them to process the refund (email attached). I then reached out to them again since they were not processing the refund on June 17 (email attached). After back and forth with them and calling them several times, they processed a refund of only $676.65, even after their company policy (told to me by their employee on the phone) clearly states that they would provide a refund for cancellation due to inclement weather.A refund of the remaining amount ($1315) has still not been processed.
Business response
09/20/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guests flights were cancelled due to weather conditions. We understand how concerning that may be. Regrettably, per the terms and conditions, MSC Cruises is excluded from any liability for adverse weather conditions, therefore, MSC Cruises does not provide refunds for flight cancellations. If there was an itinerary change for the cruise sailing due to adverse weather conditions, at that point MSC Cruises would provide some sort of compensation, however, the itinerary was not affected. The port fees and taxes were refunded for both bookings which equals a total of $676.65. Regrettably,no further refunds can be provided. If the guest purchased travel insurance, we strongly recommend they file a claim for further assistance. We truly apologize for the inconvenience this may have caused.

Warm regards,
CS
MSC Cruises
Initial Complaint
09/18/2024
Complaint Type:
Product Issues
Status:
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.
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
09/18/2024
Complaint Type:
Product Issues
Status:
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.
******************** told us to bring an extension cord for CPAP Machine. MSC security confiscated one of two cords brought because fire hazard.We received receipt for confiscated item from MSC On final evening, husband took receipt to front desk, as instructed to get our confiscated item back so we could pack it.Front desk sent husband to ******************************* Concierge called room ***************** butler told husband he would be able to get cord in morning and would help facilitate ************* ****** was not available at ANY TIME next morning. We asked literally everyone we could find how to get cord back and were told "there's a table at security" but no one told us where the table was. We finally found it and our cord was NOT there. Since we had already gone thru customs, we could not return.MSC, at best LOST our cord and did nothing to help us find it. At worst, it was stolen by an *** employee as it was a nice extension cord. We ask that MSC reimburse us for Cord $20. They can put a credit on our account. Or they can send us a new extension cord.
Business response
09/19/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest did not receive their extension cord, we understand how concerning that may be. We have emailed the guest directly to ask for the receipt they received from MSC for the confiscation of the extension cord. We apologize for any inconvenience this may have caused.

Warm regards,
CS
MSC Cruises
Initial Complaint
09/17/2024
Complaint Type:
Product Issues
Status:
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.
Two weeks ago I purchased a cruise For my husband and I aboard the *** seaside to depart on the 15th of December, The booking was made early September. A week later I receive a notice via email with a dated letter saying that if I did not pay after 7 days the remaining balance after my deposit was placed that my cruise was under threat of being canceled and I would lose my original deposit. I called 3 days after the reception of this notice and was told by two separate customer service agents that had to pay on that day or else my cruise would be canceled despite the dated letter saying that 7 days after the day of the letter (marked September 15th, today is 17th) my cruise would be cancelled. Two major issues here, One it was not communicated to me by when the rest of my balance was to be due at the time of reservation, and secondly, The predatory practice of threatening to cancel the cruise at a time not consistent with the advise dates on the letter showed a lack of accountability as well as a push to get money at all costs.
Business response
09/18/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest received an email advising of the timeframe or cancellation. We understand how concerning that may be. When a booking is made and the number of nights on the sailing is between 5-14, the final payment must be made no later than 90 days prior to the departure date. In this case, the guest created the booking on 09/11/24 and the sailing is for 12/15/24, therefore, the final payment would need to have been made on 09/16/24.Please see the below link for the terms and conditions. We apologize for any inconvenience this may have caused.

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

Warm regards,
CS
MSC Cruises

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ComplaintsforMSC Cruises, Inc.

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