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Our award-winning daily newsletters keep you posted on our random acts of consumer advocacy. Plus, we have insightful letters, insider tips, and more. MSC Cruises is the world’s third largest cruise line and largest privately owned cruise company.
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An elevated experience awaits you on a vacation that’s a step above. This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly. For a better experience and to continue your booking with MSC, please update your browser by downloading the latest version below. I assure you that I am not one to unilaterally defend MSC (or any corporation); especially in this circumstance. This sounds like an absolute nightmare and I wish you the best in finding a resolution.
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The extra points will be credited to you before your departure so you can upgrade your membership level faster. I would also recommend that he/she stick directly to the facts so as not to slander/liable the cruise line. In the event this ends up in a legal dispute (although good luck with that in Italy), I would be cautious with how I told the tale, but I would most certainly be telling it. Of course, I would also be sure to share a resolution if one is found (at each and every place I told the story). If MSC makes this right, that goes a long way in restoring consumer confidence.
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However, we have not sailed with MSC since December of 2021, so we are a little out of practice in dealing with the challenges of the MSC customer service department. To be brief, we have three cabins booked for June 2024 and made the initial booking in June 2023. Since we are using a future cruise credit that was initially delayed (another feature of MSC customer service) after Covid, MSC refused to allow our travel agent to service the reservation, so I am on my own. Our cruise date was moved from the 11th out of Athens to the 13th out of Istanbul and we were promised 100 Euro in additional OBC but were reassigned cabins on different floors. I call MSC and ask about moving the cabins to the same floor and getting the OBC put on and somehow my category got switched from Fantastica to Bella and my price went up $125, plus no OBC and cabins on different floors.
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Why Travel Advisors Might Want to Take Another Look at MSC Cruises - Travel Market Report
Why Travel Advisors Might Want to Take Another Look at MSC Cruises.
Posted: Tue, 13 Dec 2022 08:00:00 GMT [source]
I would urge anyone dealing with MSC to use a travel agent. It would cut down on the aggravation many have experienced by dealing with customer service themselves. I called to use my FCC and they cancelled my existing reservation to apply it to MY EXISTING RESERVATION and then lost my room and replaced it with a totally different class of cabin.
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I called MSC today to complain but as I figured, there are no cabins available in the Yacht Club for this cruise so I cancelled and asked for a refund. Our customer service staff will be happy to help you make or change a booking, and provide you with assistance before or after your cruise. Personally, I would not mention anything beyond that you had a conversation with the Captain who offered his apologies - mentioning the coffee thing will only make them defensive, and that's not what you are aiming for. Include clear copies of every document you mention in your letter, including that stamp in your passports and proof of your travel expenses. Include the name of the official in Rabat and the official who boarded the ship in San Salvador (you have those names, right?) Don't threaten a lawsuit or that you've spoken with an attorney.
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I believe the official line is Visas are the responsibility of passengers and we make sure we have what is needed for ports of call. Yes there is no stress at all when dealing with US travel agents. Check out Elliott Advocacy Today, our free, daily newsletter with links to your favorite commentary, tips and news about consumer advocacy.
They had to disembark in Portugal and get visas and re-board in a later port. Last week TA said MSC has told them to book with 100% fcc and they'll add the 25% then. One came back undeliverable and nothing from other.
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I was on the phone when they confirmed I had the same room on the existing reservation. Several days later they sent me a confirmation with the totally different cabin. The argument was over the price I was charged when they redid the reservation.
You’ll also connect with other readers who want to make the world a better place. Firstly, I think this is absolutely TERRIBLE this has happened to you!! My questions were more to understand the complexity of your issue, I have no way to personally help you but I think that jkgourmet has given you remarkably great advice above. A polite, dispassionate, and grammatically correct letter or email is essential. Remember, there’s a real person on the other end of the process reading the email or letter, so something as seemingly insignificant as bad grammar can determine whether your complaint is taken seriously or discarded in the trash. In we did a Princess cruise Rome to Brazil, where some US passengers had a similar experience.
I suspect that they probably are, but in the same breath, I was told that both of mine were as well and the reality is that one of them is canceled and the other one appears to be in the process of being reworked. But the one that definitely was canceled is similar to your situation which is why I think they probably are cancelled. I think that it will all be official hopefully within a matter of days, so that should provide at least a little bit of clarity. Cruise the clear blue waters of the Caribbean and The Bahamas, discover breathtaking coastlines in the Mediterranean, or explore other memorable destinations like Bermuda, and more. Make a new booking by May 31, 2024, and sail by July 21, 2024, to get 700 bonus points plus a 5% discount.
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