Complaints

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 08/26/2021, a 3 day cruise to *********** was booked for 2 adults and 2 children (12 & under) departing 08/30/21 or $1137. Their booking package indicates that parties must arrive no later than 2 hours prior to departure, 7pm EST leave (must arrive by 5pm EST). Their website actually does not give you access to the boarding information once you are 3 days within the travel date. Therefore they also need to allow people the opportunity to see the requirements if its booked within 3 days of leaving! Moving on, on the date of arrival, we arrived at the cruise terminal at 4:51pm, to find the gate was already closed! We were denied entry as terminal reps waited several minutes before addressing us our immediate need for assistance. After an hour of waiting outside with children and nowhere to sit, a male MSC rep referred us to their general customer service number. On 08/27 I spoke to ******* at MSC. She initially offered a cruise credit voucher for the same route/party. Ridiculous, because effective 09/03/21, a vaccination mandate would be in place. Child vaccines weren't even an option at this time! So why offer me something that wasn't possible or not foreseeable?! She then claimed to had submitted a refund request & it can take 1-2 billing cycles to be received. On 11/7, I then spoke to ******* who then advised that the claim had been closed and denied! She then reached out to corporate by instant message and advised that corporate will issue a refund for the port fees ($110 each), required covid insurance that were purchased for all 4 passengers ($90 each), including a follow up email. Nothing has been received, no email follow up, no letter, just nothing! The cruise industry is already suffering and they just made it worse with poor service. I want a refund!

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Had reservations for cruise with MSC Cruises leaving ******* 01/23/2022, when they tested us for covid I tested positive therefore none of the 3 of us could go. We were given paperwork and told to call and transfer a credit over to a future date, seems simply. Since them we have called 2/3 times a week, everyone tells a different story but none of them taking care of our problem. All we want to do is have a credit transferred over to a different date of 04/17/2022. Seems that is to much to ask, and just can't get anywhere with this company, seems like they are committing fraud, as they are just keeping people's money.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On 12/18/2021 I booked a cruise with MSC Cruises with Cruise.com and paid for the cruise in full (document 1). I received conformation from MSC cruises of the booking indicating the cruise was paid in full (document 2). On 01/10/2022 I received my ***** ticket from MSC Cruises (document 3). On 01/17/2022 I had to rebook my cruise as my wife fell and injured her leg. I contacted *** directly per their website instructions and changed the cruise to 03/17/2022 and paid for the cruise price difference directly to *** (document 4). I was notified that my check in time was 11:30am to 12:00 via text message. I went to the web check in and the *** web check in portal indicated my cruise was not paid in full (document 5). I contacted *** to discuss the issue and two different representatives indicated I needed to ************** up through Cruise.com. I asked to talk to a supervisor and was denied.

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