Complaints

• Initial Complaint

  02/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/3/25, I attempted to make a booking for an MSC cruise through ****************************. The cost of the cruise was approximately $872 and the insurance plus processing fee was approximately $115. Despite $115 being pulled from my account, an error page came up so I called **************************** to complete the booking. On the phone, an agent named ***** attempted to complete the booking, but it did not go through despite my card being charged a second time for $115. On the third attempt to complete the booking, another approx. $987 was pulled from my account, however the booking was still unsuccessful. ***** said that he will refund all the charges and when they fall off he would follow up to complete the booking. He also communicated to us that MSC has our rate on hold for five days, until 2/7/25. When we called back on 2/6/25 to complete the booking, the agents at Cruisesonly told us that *** did not honor the hold. Our room type and rate was no longer available at that point. Neither MSC nor Cruisesonly had a resolution for us despite the harm that was caused. We were without over $1000 in our checking for multiple days only to find that our on-hold rate was not to be honored anyway. We would still like to book the vacation at the rate we were promised. I have an email from Cruisesonly stating that we had the rate on hold until 2/7/25.

  Business response

  02/10/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the experience the guest had with creating a new booking. We understand how concerning that may be. Regrettably,due to the booking being cancelled, we are unable to reinstate the booking for the same price as the price changed. We recommend that the guest proceeds with placing creating a new booking. We apologize for the inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  02/10/2025

   
  Complaint: 22914217
  
  I am rejecting this response because:

  The business did not respond to the issue in the inquiry. *** wrote that the booking cannot be reinstated because it was cancelled. I will point out that the booking was not voluntarily cancelled on my end, and it was against my wishes for the reservation to be cancelled. I had a hold on that booking until Friday, February 7th, 2025. When I attempted to complete the booking on February 6th,  I was told that *** had chosen not to honor the hold that I had on the reservation. Please refer to the uploaded email that states I had a hold on the booking until the specified date. 
  

  At this time, my issue is still not resolved and the response supplied by *** does not address the concern. I wish for my reservation to be reinstated at the rate I had on hold.

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

  Business response

  02/12/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns. We recommend that the travel agent contact customer service for further assistance. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  02/12/2025

   
  Complaint: 22914217
  
  I am rejecting this response because:
  I already reached out to customer service and they offered no solution. In fact, they told me that they would reach back out after our last conversation over the weekend. We have yet to hear back. Additionally, the travel agent, Cruises Only, has also reached out on our behalf. Similarly, they were also unable to come to a resolution with MSC. 
  

  I filed this complaint through BBB because we were unable to come to a resolution through MSCs customer service. 
  

  Once again, the we would like our original reservation and rate reinstated.

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

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 01/10/2025, I was denied embarkation (booking number ********) on **************** to the ******* by a member of their staff . I am a United States citizen and possess an Enhanced Florida Driver License (EFDL), which, according to the ******************************************* (US CBP), permits me to travel on a closed-loop cruise and reenter the *************. I informed their staff of this, to no avail.I also informed their staff that my US passport was in the process of being renewed and thus not available at the time. Despite explaining this to their staff member, I was still not allowed to proceed to the proper immigration authority to verify my eligibility for embarkation. This decision, made by their staff member who effectively acted as a government agent, caused significant disappointment to me and my family. While the kids enjoyed their time, my wife was left feeling bored and ********* wife and I have sailed on numerous cruise ships departing from ************* and have consistently enjoyed positive experiences. Regrettably, this experience has been quite the *********** light of this situation, I kindly request a full refund for my ticket. While a refund will not fully erase the bitter taste left by this experience, it would demonstrate their commitment to making things right. I look forward to a prompt resolution of this matter.

  Business response

  02/10/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest was unable to attend the cruise. We understand how disappointing that may be. We recommend that the guest speak with their travel agent as they will be able to best assist with providing the guest with the requested information. We apologize for the inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  02/10/2025

   
  Complaint: 22904985
  
  Thank you for your prompt response regarding my recent experience. However, I must express my disappointment with the suggested course of action. Given the circumstances, I believe it is imperative for **************** to take ownership of the issue.
  The travel agency had no involvement in the decision to deny my embarkation, which was made by an *** staff member. As such, I kindly request that **************** address this matter directly and provide a resolution that demonstrates your commitment to customer satisfaction.
  I trust that **************** values its customers and strives to make things right when issues arise. I look forward to a prompt and favorable resolution to this situation.
  
  Sincerely,
  
  ****** ******

  Business response

  02/11/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns with the recommended resolution. The travel agent will have all the necessary information on what travel documentation would be required to travel. Therefore, the travel agent will be the best to further assist the guest. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  02/13/2025

   
  Complaint: 22904985
  
  I appreciate your continued communication regarding this matter. However, I must reiterate my concern that the travel agency had no involvement in the decision to deny my embarkation. The decision was made solely by an *** staff member, despite my possession of an Enhanced Florida Driver License (EFDL) and the guidance from the ******************************************* (US CBP) regarding its validity for closed-loop cruises.
  The travel agency has confirmed that they have no authority to resolve this issue and that other US citizens with similar documentation have successfully embarked on closed-loop cruises. Given these circumstances, I respectfully request that **************** take direct responsibility for addressing this matter.
  I urge you to demonstrate your commitment to customer satisfaction by providing a resolution to my request for a refund. This would go a long way in restoring my faith in **************** and showing that you value your customers and their experiences.
  Thank you for your attention to this matter. I look forward to a prompt and favorable resolution.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/01/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear *** Customer Service,I am reaching out regarding multiple issues that negatively impacted our recent cruise aboard the *** Seashore (January 12-16).Elevator Malfunctions As someone with mobility issues, I relied on the ships "smart" elevators, which frequently malfunctioned. Wait times would display 1-3 minutes before failing entirely, leaving me unable to leave my cabin for much of the trip.Lost Swimwear Mid-cruise, our childrens swimsuits (green/black and bright pink) disappeared after our room was cleaned. The ******* denied seeing them, and guest services provided no resolution, preventing our children from swimming for the remainder of the trip.Unissued Refund I was unable to attend a scheduled ****** appointment due to elevator issues and was told Id receive a $77 refund for the cancellation. Despite calling *** the day we returned, I have yet to receive any response or reimbursement. I also requested a full refund and never heard back.These issues significantly diminished our experience, and we are requesting either a refund or a replacement cruise on a different *** ship. We cruise approximately five times per year and have previously enjoyed ***, but this experience was unacceptable.We appreciate your prompt response and resolution.

  Business response

  02/03/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the guests experience with the elevator, the missing swimsuit and not receiving their refund. We understand how concerning that may be. We have reached out to the guest to further assist with the refund. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  02/03/2025

   
  Complaint: 22887203
  
  I am rejecting this response because:
  
  I hope you are doing well. I am reaching out to formally request a resolution regarding our recent cruise experience.
  During our trip, I experienced persistent Wi-Fi connectivity issues, which I documented. The service frequently switched between ******** and another provider, ***, causing disruptions that significantly impacted usability. Given that reliable internet access was an essential part of our experience, this inconsistency was frustrating and did not meet expectations.
  Additionally, my children were unable to swim for the remainder of the cruise due to the cabin ******* stealing their suits, which greatly impacted our overall experience. To make matters worse, when we sought assistance from customer service, we did not receive the support we expected. Unfortunately, the service provided was not helpful in addressing our concerns, leaving us feeling disregarded as valued guests.
  Given these issues, I want to make it clear that a $100 cabin credit is not an acceptable resolution. In light of our experience, I kindly request one of the following:
  A full refund for all purchased services, including internet, as well as a complete refund for the entire cruise.
  or
  A cruise credit that would provide an equivalent cruise for two adults and two children at no additional cost.
  I appreciate your prompt attention to this matter and look forward to your response. Please let me know how you would like to proceed.

  Business response

  02/05/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns. The guest has been in contact with a post cruise agent who is assisting the guest.
  At MSC Cruises, we strive to provide the best possible experience for our guests, including reliable Wi-Fi connectivity.Unfortunately, Wi-Fi issues can sometimes arise that are beyond our immediate control, such as technical glitches or environmental factors. We deeply regret any inconvenience this may have caused the guest. while we may not be able to compensate for them directly due to our Wi-Fi packages being non-refundable, the guests feedback is valuable in helping us improve our services. We are continuously working to enhance our Wi-Fi infrastructure to minimize such disruptions in the future.
  Regarding the lost swimsuits, were sorry to hear the guest was not able to locate the items, we understand how distressing that may be. Per the terms and conditions, MSC Cruises is not liable for any loss or damage to any valuables.
  For the ****** Shop Face & ****** Fusion, the refund of $77 has been submitted to the accounting team. The refund may take between ***** business days to be received.
  For the guests overall experience, a $100 shipboard credit was offered as compensation. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  02/06/2025

  Thank you for your response. However, the compensation offered is wholly inadequate given the numerous issues we encountered during our cruise with MSC.
  We will not be sailing with MSC again, and as such, the $100 shipboard credit is of no value to us. This is not a legitimate form of compensation for the multiple failures in service, including inoperable elevators, unreliable Wi-Fi, poor customer service, and most disturbingly, the theft of childrens clothing by a stewarda matter that should have been handled with far more urgency and accountability. The fact that our children were left without their belongings during what was promised to be a memorable water vacation is unacceptable.
  Additionally, the ***** day timeline for a refund is entirely unacceptable. There is no justification for such a lengthy delay, and we expect a much faster resolution to this matter.
  As this issue remains unresolved to our satisfaction, we will be sharing our experience publicly, including reaching out to social media influencers and travel reviewers, to ensure others are aware of the substandard service and lack of accountability we experienced. We had hoped for a fair resolution, but your response has made it clear that *** does not take these concerns seriously.
  It is disappointing that our time with MSC had to end this way, but the handling of these serious matters has left us with no other choice.
  Sincerely,
  ******* ******

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  01/5-01/12/2025

  Business response

  01/28/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the guests concerns with their onboard experience. After further reviewing their booking, we do see the guest is being assisted by a post cruise agent ******. We kindly ask the guest to allow more time for ****** to review their concerns and provide a resolution. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Internet package for four phones while on the ship. Our phones were not working at all, and I went to the Internet shop on the ship and explained that none of our phones were working. We were told everything was fine. It was just the ship, not picking up a signal, the next day I received a call from T-Mobile telling us that they were charging me almost $400 as I was obviously not connected to the ships Internet at all and was using my carrier service. I went back to the Internet shop and asked them why I was not connected, and the person that looked at my phone said it was never activated , how was I supposed to know it was not activated they should have done that when I purchased the package and obviously they didnt. So not only did I pay for the Internet package. I now have to pay my phone carrier another $400 in charges, which I dont think I should be responsible for as the internet shop did not properly activate our phones!.

  Business response

  01/28/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest was charged a roaming fee from their phone provider. We certainly understand how concerning that may be. The phone desk would not be the team that would activate the internet purchased,the guests would have an internet ID that they would need to input on their phones when connecting to the internet. Regrettably, we are unable to provide a refund.We truly apologize for the inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booking ID# ******** for a Cruise Nov ***** 2024 on the boat MSC ************ room flooded and I had to move out on the 6 & 7 day. Due to the inconvenience MSC gave me verbal and written summary that my trip would be refunded. The refunded amount was $360.33.I never recieved the refund-it is now 10 weeks later. I have been given the run around. I phoned the ******** cruise support line and had 6 different conversations-the answers I received were the following: You will receive a refund on the credit card on file in 1 to 2 billing cycles. This did not occur. The next series of calls explained that I had to submit my personal banking information to receive a direct deposit (this felt invasive giving personal banking information but the information was provided via email) I was told it would take 2-5 days. A week later (7 days) I was told that the this issue/refund was exhibited to the accounting department 2 x. I asked for a supervisors information and was told that I would get an email from the supervisor in 24-48hr-that never happened either. I called one last time to give the ******** cruise support a full business day to have the $360.33 direct deposited to my personal banking account, and if it was not deposited I would submit a complaint with the BBB.

  Business response

  01/24/2025

  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. The refunds are processed via email from the **********************, the Post Cruise team is working diligently to respond to guests as soon as possible. We have submitted the guests refund request to the accounting team. The refund may take between ***** business days to be received.We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  01/24/2025

  I'm not sure what more is required.

   

  Please be specific.

   

  Thank you.

  Customer response

  01/27/2025

   
  Complaint: 22849912
  
  

  I'm not sure what more is required.

   

  Please be specific.

   

  Thank you.

  
  **** ****

  Customer response

  01/31/2025

  Do you need anything thing on my part at this time?

  Business response

  02/03/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We have submitted the refund request to the accounting team.The refund may take between ***** business days to be received.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  01/20/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had booked a cruise for December 20, 2024. We paid $2,816.56 for this cruise. Unfortunately my dad passed away so I couldn't make the cruise. We have emailed MSC cruise line and we are not happy with the response. I will attached the copy of the email we sent to them and the email that MSC sent to us. They have only offered us a $200 future cruise credit.

  Business response

  01/24/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the passing of the guests father, we send our deepest condolences. We want to emphasize that we truly regret any inconvenience this may have caused and acknowledge how unfortunate this situation can be. In our commitment to transparency, we want to make you aware that, regrettably, our company does not have the capability to process refunds in such cases. Our policies and procedures are in line with industry standards,and we strive to treat all our passengers fairly and equitably. We strongly encourage guests to purchase travel insurance as the insurance will be able to assist with unforeseen circumstances. We can assist with refunding the guests port fees and taxes, the refund may take between ***** business days to be received.We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First and last time I book and board with MSC. For our room, we had to ask for a new duvet because we noticed ours was all stained. The towels, both for the room and the pool, were old, stringy and thin. The food was disgusting. I just have no words. We couldnt look forward to any meal because all of it was just very poor quality. Even the basics like pizza, fries, pasta just so so so gross. We werent able to finish a single meal the entire time. It was inedible. The service was horrid. The staff was rude, not willing to accommodate or help. We got the non-alcoholic drinks package which said in the description (includes ice cream and juices). Next thing you know, we go to the ice cream parlor and the juice spot and they tell us *these* are NOT ************ night at dinner the passenger in the table next to us started to get nauseous and rather than call a **** Echo (medical emergency) the staff just stood there panicking as this man started throwing up next to us. It was just so bizarre, dont the staff get training for this???? We had to get up and leave. We booked an excursion through the cruise and we got ditched by our tour guide at one of the stops and had to pay for a taxi back to port. Bear in mind that we were 10 minutes late to board the bus BUT we were traveling with a 9 month old baby and moving around with a stroller so we had to skip the stairs everywhere and find ramps to get around. The tour guide knew we were with a baby. A little understanding and patience would have gone a long way here. Note the cruise line has our phone numbers. She could have tried giving us a call? It was just mind blowing that she stranded us in a town with an infant. Horrible stay, may as well burn your money. So disappointing.

  Business response

  01/24/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the experience the guest had while at the excursion and the food onboard. MSC Cruises is committed to providing each of our guests with an enjoyable vacation experience; we also understand that the problems you pointed out could detract from that enjoyment and sincerely regret if your cruise did not meet your expectations. Although no compensation will be extended, please know that a copy of your comments has been forwarded to the appropriate management personnel so they can utilize your 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.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  01/08/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Complaint Title: Failure to Credit Rewards Points and ********************* Complaint Details:I am filing this complaint against MSC Cruises due to unresolved issues with my ************ points and a complete lack of response to my inquiries. I have traveled four times with MSC Cruises, but only two of my trips are reflected in my account. Specifically:February 2022: MSC Meraviglia (Booking Number: 40064771)June 2024: MSC Seashore (Booking Number: 54162130)Points for these trips were never credited to my account. I emailed ******************** on December 26, 2024, January 5, 2025, and January 8, 2025, requesting resolution. To date, I have not received any response.This lack of communication and failure to address a simple issue is unacceptable for a company that emphasizes loyalty programs. As a loyal customer, I expect my points to be credited automatically and proper customer service when problems arise.Resolution Sought:1.Immediate credit of my ************ points for the two trips mentioned above.2.A formal response addressing why my inquiries were ignored.3.A commitment to improve customer service and loyalty account management.Sincerely,******* ********

  Business response

  01/16/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest has not received the credits for their bookings. We understand how concerning that may be. We have reached out to the ************* team who will be in communication with guest to further assist. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer response

  01/20/2025

   
  Complaint: 22785899
  
  I am rejecting this response because:

  I have yet to receive the credits or a response from the ******** club which I emailed about 10 times. Never a response, call or update on my account as to the points. **************** is lacking and is ridiculous that a client has to go to all this trouble to get what was promised. I will think twice about traveling with MSC again. It is absurd. 

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

  Business response

  01/24/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest has not yet been assisted by the voyagers club. We have escalated the guests concerns to the appropriate team to review. The guest will receive a response today with assistance. We apologize for the inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a cruise booked on ***************, I received an email offering a buy one get one free massage offer that is valid through December 27, 2024. I attempted to book the offer online but it was not coming up so I called the ***** number for assistance. I spoke with a person named ***** **** told me they would NOT honor their offer even though it was still December 27th. I told them it was risking my future business if they did not honor their offer and he hung up on me. I called back and got **** again he said he didn't hag up on me but he had lost my connection... I held for several minutes before being told again that they would not honor their offer. I spoke with **** in resolution and he said the offer was already out of their system. I have read all the terms and conditions (26+ pages) from their website, it does not state anything about time cut offs or offers being linked to times in specific time zones. This is a clear case of false advertising.

  Business response

  12/30/2024

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest was unable to have the promotion added to their booking, we understand how concerning that may be. The booking system ended the promotion, therefore, is was not able to be added to the guests booking. We have emailed them directly for further assistance.
  
  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. ↩