Caledonia Boy

I should have also noted that it was over 90 days before I disputed the charge with Visa.

I called Visa to dispute my charges. After a short chat with the 1st rep I spoke with, he transferred me to the "Disputes" department. I was on hold for 3 hours and 10 min. but I wasn't going to give up. I finally got a nice young lady who listened to my story. I told her I had a letter from Feb. 27 saying that MSC would credit back 100% of the "cruise only" portion of the trip. She asked me to email the letter to her. After being on hold a while longer she came back with "They definitely owe you money". 

I was verbally told over the phone about 3.5 weeks ago by an MSC Canada employee that MSC had already paid Sunwing the money. Sunwing just isn't paying it out to the customers. The young lady at Visa asked how much would I like to claim. As I bought a package deal I had no idea how much Sunwing had paid for the room. I looked on line for the same trip next Feb. and they wanted $1,062.51 CDN ($791.77 US) per person for a balcony room. I asked if that would be reasonable to claim and she said "Sure". Today a credit of $2,125.51 showed up on my Visa card. Sunwing has 30 days to dispute this. 

I don't mind if Sunwing disputes this. They might knock the price down but at least they will now "need" to act. In my opinion, I don't think Sunwing ever had any intention of paying the money back anytime soon. They were probably just using our money to pay off other creditors to avoid bankruptcy. They couldn't give a flying" you know what" about the customers. I will probably never do business with them again. 

Good luck all

Caledonia boy

@Bob7 I haven't called the CC company yet. I am not sure what to do. Sunwing is a tour operator not just a travel agent. As such they buy blocks of rooms and get a discount price from MSC (and other lines). How much am I to ask the CC company for? MSC offered us the "Cruise Only Fare" back. I booked a package that included flights, transfers, drink package and balcony room for $1,595 CDN. I looked at MSC Canada and they aren't even offering cruises next Feb. I looked at MSC USA and they are offering the same cruise only fare on the Seaside without the drink package for $549 US plus port taxes. What should I ask the CC company for? 

I'm closing in on 90 days and I am fed up. Sunwing can't even direct me to the correct department to answer my questions. It isn't like they won't. When I am dealing with people on the phone they are at a complete loss as to what to do. The most frustrating part is that other people at least get an email saying that they are being screwed over. I get nothing from Sunwing or MSC.

Maybe I should just call the CC company and ask for everything back. All $3,190 for the 2 of us. I doubt that I would get it but maybe it would at least get them to contact me. 

Good luck

Caledonia boy

I have been on most of the major carriers with the exception of Holland America. I find Princess and Celebrity a step up from Royal Caribbean and Carnival. With that said, you pay more for those ships. With the exception of all that is going on, I would put MSC on the level of quality with Carnival. We were on the Meraviglia and it was an amazingly beautiful ship. Everything has its' price. If it weren't for the post cruise experience with waiting to get our refund, I would jump on the ship for that price again. 

Best of luck

Caledonia boy

@Bob7 It is now day 84 since we got off the boat and day 88 since we were given our letter of refund by the captain. Not so much as an email from MSC or Sunwing. I know that MSC has given the money to Sunwing, the Canadian tour operator, more than 2 weeks ago. When I call Sunwing, they don't even know what department to put me through to.They are nice, polite and empathetic but they just can't help.  

I found the CEO, President and VP of Customer Relations emails. I emailed them all over a week ago and nothing. One of the funniest things was that the head of customer relations email kicked back saying that it would only receive emails from other Sunwing employees. I guess they really don't care about their customers after all. What a surprise.

It will be a frosty day in Hell before I deal with Sunwing again. 

Good luck all

Caledonia boy

@BermudaBound2014The Feb. 23 cruise wasn't one that was cancelled because of Coronavirus. We actually sailed but they wouldn't let us get off at the ports. MSC voluntarily offered a 100% credit on the cruise fare. After we sailed is when they started to cancel cruises because of Coronavirus.

My sister in law just received this from the Feb. 23/20 Meraviglia cruise. It seems like the money is starting to flow. 

From: msccustomerservice@msccruisesusa.com
Date: May 20, 2020 at 2:21:51 PM EDT
To: 
Subject: RE: Re:  35331635 [SR Number: 2-13386482438]

Hello,

Sorry we are unable to resend as the email was sent from corporate.  Refunds on that sailing will start going out on May 20,2020 for this sailing.

Sincerely,

Scott Surace
MSC Cruise USA

[THREAD ID:2-65DYRY6]

It is nice to hear that someone is getting some money back.

I spent a few hours on the phone today with MSC USA, MSC Canada and Sunwing, the Canadian tour company that we booked with. I did finally get out to the MSC Canada rep that Sunwing has been paid by MSC around a week ago. I contacted Sunwing and spoke to a booking agent who conferenced in a supervisor. They basically said that it was above their pay grade and there was nothing that they could do. I do understand that they have limits but they weren't even able to put me through to accounts payable or anyone who I could get any answers from. They basically said just keep emailing the post vacation department. They also said that the only thing that I could do is be patient and wait. Well I am way past that point.

It has been 80 days and I still can't even get the name of a person who is in a position of authority to even give an answer.

My sister in law, who booked with a different company got an email saying that her booking should be dealt with on May 20. 

Here's hoping that some of you might see some action by then. 

Take care

Caledonia boy

Just started following this thread. I am from Canada and booked through a Canadian tour company called Sunwing. They aren't just a travel agency. They have their own planes, etc. I was on the MSC Meraviglia cruise that sailed Feb. 23 - Mar. 1. We didn't get cancelled. We were the cruise that kept getting denied entry at all the ports. A crew member from the Philippines got on the boat in Miami and came down with the everyday average flu (Influenza Type A) the next day. He was tested by the on board medical staff and they confirmed that it was not Coronavirus. We still got denied entry into Jamaica, Grand Cayman and Cozumel before finally getting allowed off the boat in Cozumel on the second day in port.

On Feb. 28 we had a letter in all our doors saying that MSC would refund us 100% of the "cruise fare only" within 30 days. We were also given $200 US/stateroom and 20% off a future cruise as well. I thought that MSC was being very generous at the time. The situation was out of their control. It wasn't like to boat broke down in the middle of the ocean or they ran aground. This was out of their hands. Yet they owned up to things and said that we didn't get what we paid for and they wanted to make things right. That's the way customer service is supposed to work. 

Day 79 and I have heard nothing but excuses from both MSC and Sunwing. MSC said that they will credit Sunwing and that it is up to Sunwing to credit me. I sent Sunwing an email on April 9, 38 days after getting off the cruise and they responded on May 7 saying that due to higher than average calls volumes they would get back to me in 2 days. They might as well have not answered me at all. I still haven't heard anymore from them. Perhaps they will respond on June 7. LOL. My last email to MSC in May has never even been responded to. I must be honest in that after the 30 days had passed, people for both companies told me verbally over the phone that it would probably be more like 60 - 90 days because things had ramped up so much and so quickly after we got off the boat.

So if MSC takes 90 days to issue a refund, does that mean that Sunwing gets to take another 90 days after they get the money from MSC?

I cancelled a 10 day Caribbean cruise with Celebrity for April before they cancelled it. I had already paid in full. (The cruise lines hadn't come out with the 125% FCC yet). They gave me 100% future credit and it took less than a week. I booked my flights through Celebrity and they even gave me 100% credit on those.  I cancelled a Royal Caribbean Med. cruise that was leaving Aug. 24/20. I needed to make final payment by May 11. My wife and I decided to cancel on April 28 and my $900 deposit was back on my credit card on May 4. 

MSC might be saying to us that, with all that is going on, they are really busy and all backed up. They might be saying that they are doing it reservation by reservation, ship by ship or sail date by sail date but the fact of the matter is that other cruise lines are just as busy and in the exact same situation. They seem to be able to get things processed in a much shorter time frame. 

Has anyone else experienced much better service with other cruise lines?

I am supposed to get a 20% FCC with MSC. After all of this, I am not sure that I will ever use it. The shame of it is that I loved the ship. It was stunningly beautiful. One of the most beautiful that I have ever stepped on. The staff were great to my wife and I. I have been on 21 cruises and some were very high end while others, not so high end. If it weren't for the post cruise lack of customer service, I would have jumped back on the boat again in a heart beat. Now, I'm not so sure.

I truly wish you all good luck getting your refunds.

Take care and stay safe

Caledonia boy

57 minutes ago, Jamesanr21 said:

Was on the  feb 23 sailing received email that our refunds will arrive before May 20 ! So they coming just behind 

Did you book direct with MSC or through a 3rd party?

I booked through a 3rd party and haven't received any email. 

1 hour ago, frannie said:

had the mereviglia booked for march 29th cancelled by cruise line . Wanted a full refund as we may never cruise again . Has anyone received a refund that was requested . Just so sad they are saying 60 days . I have never had a business take that long to process a refund for service not provided .  they process payments within days . Very angry we booked on US site before Canadian site established 

I was on the Feb. 23 - Mar. 1 cruise that didn't have Coronavirus but wasn't allowed to dock. We were promised 100% of the cruise only fare refunded. On May 1 (60 days) I sent another email asking for the status and a case #. Still waiting.

Take care 

Caledonia boy

BTW - My daughter lives in Halifax and works near Truro. 

As far as this experience has been frustrating, I can't agree with your statements about being treated badly. We actually were treated very well by the staff. I have been on 21 cruises with Celebrity and Princess being my favourites. I have experienced a lot of really good and not so good when cruising. This wasn't the best we have been on but it was far from the worst. Our Waiter, Assistant Waiter and our Room Stewart were absolutely wonderful. They tried really hard and we tipped them above what they took off us daily because they earned it. It wasn't their fault that we couldn't get off the boat. 

I thought it was a beautiful ship. Truth be told, I would love to do the same cruise again if I could actually get off the boat. For the price point, it is very value appropriate. With a balcony room and a drink package, Princess and Celebrity are 50% - 100% more. Remember, you get what you pay for. You're shouldn't expect to get a $2,500 experience when you pay $500. 

My only complaint is that they aren't living up to what they said that they would do. We have a letter that says that we would get the "Cruise Only" portion back within 30 days and I am not getting a straight answer out of the land based people that I have dealt with. That is the disappointment.  

Take care and stay safe

Caledonia boy

On 4/21/2020 at 1:27 PM, chrisgalwv said:

They asked to have until May 1 to refund my money. For some reason a cruise I booked in WV is being refunded by an office in Italy. STUPID. I booked in the US, refund in the US. At 8am on May 2, I hire a lawyer and it will cost them WAY more than the $700 they owe me. This is ridiculous. Treated like ***** on the boat by all their rude ass employees and guests (I boarded in Miami, USA therefore I'm not the second class citizen they acted like I was) and treated even worse by the lack of customer service I have received since I stepped off that boat. Can"t even get an answer via email anymore, yet I'm having to make payments on a credit card that they cant seem to hit the refund button for. BEYOND ANNOYING. 

NEVER EVER EVER EVER AGAIN. EVER. IN THE HISTORY OF EVER will I give them another penny of my money. Should have known better to start with.

I was on this same cruise and was looking on this site to see if anyone else had any info as I have still not been refunded either.

I have the letter from the Captain that said we would be refunded within 30 days and we got off the boat Mar. 1/20. I'm sure you do as well. I gave them the 30 days before asking again. I am from Canada and on Apr. 2/20 got through to a nice young woman at MSC Canada. She gave me the Canadian web site to send an email to which I promptly did. She also mentioned verbally that it would now probably more like 60 - 90 days.

On Apr. 9/20 I received an email for MSC telling me to contact Sunwing as they would be "refunding the cruise only and directly to them". Sunwing is a Canadian tour operator. They are more than a travel agency as they have their own planes, etc. We paid an all in one price for the flight, transfers, drink package and cruise. This leaves me to wonder how much Sunwing will refund me.

On Apr. 9/20 (same day) I sent an email and asked how much MSC would refund Sunwing on my account and on Apr. 13/20, I received an email telling me that the prices between Sunwing and MSC are confidential (which I do understand). 

Today is Apr. 23 and I still do not have a refund. Most of the other posts that I have read do not apply to me (us) as they deal with cancelling cruises or cruises being cancelled. We are in a totally different situation. This isn't a breach of a contract like your passenger bill of rights. This was a"promise", albeit in writing, to give us something back for a bad cruise that wouldn't let us off on any islands. 

I am posting this in the hopes that someone has some good news and got a refund for our trip. My Sister in law and her husband were on this trip, booked direct with the cruise line and still haven't received anything either. I have seen many posts saying that people got refunds when cancelling or being cancelled on. I have also seen posts where people have a rock solid contract and the cruise line is only offering Future Cruise Credits even though the people want a refund.

I do realize in this upside down world of Coronavirus that things may be confusing, take a little longer or get muddled but I would like someone to give me a direct answer. 

Take care and stay safe

Caledonia boy

We were on the cruise as well. We had hoped to show my sister in law and her husband Dunn's River Falls and Stingray City as they had never been to either. It was a bit of a bummer not being able to get off the boat and when we weren't able to get off at the 3rd port, I was starting to get worried. The last thing I wanted was to be stuck on the boat for a couple of weeks like some other boats had experienced. 

With that said, in true Canadian style, we just rolled with the punches as they say. If you are going to be held hostage somewhere, being held hostage on a luxury cruise ship with a drink package isn't a bad thing. 

We, like yourself, were given a letter that stated that we would be getting a full refund of the cruise fare only. It said that it could take up to 30 days. As of Mon. Apr. 13 (42 days) we have seen nothing yet for a refund. To make matters worse, we booked through a Canadian tour operator called Sunwing. It was an all inclusive package that included flights on a Sunwing plane, transfers to/from the airport, Fantastica package with a balcony stateroom and the Easy drink package. MSC has said that they will refund Sunwing who will then refund us. Somehow I don't think that I will be getting MSC advertised room price back from Sunwing. 

Take care and stay safe

Caledonia boy

I was surfing looking for the Feb. 24 Meraviglia cruise and came across this.

Just to fill you in. We were on the cruise the week before you. One member of the crew from the Philippines got on the boat in Miami the same day we did. We were all screened for a fever by infra red cameras. We passed and so did he. The next day he came down with the regular Type A Influenza. Not Coronavirus.

They reported this to the Jamaican authorities, as they need to by law, and the Jamaicans refused us entry. We left and set sail to Grand Cayman and the Captain announced that we would all get $100/state room credit for out inconvenience. We didn't even stop in Grand Cayman and the Captain again announced $100/state room credit for our inconvenience. He than added that we would get 30% off this cruise and 20% off a future cruise. He said that we would head to Cozumel directly and that they would accept us. When we got there people were protesting on the dock to have us refused entry. The captain eventually said that we would get all that he had already promised plus 100% off of this cruise fare. I have a letter that said they would refund us within 30 days (from Mar. 1/20)  They got someone from the Yucatan medical board to check the guy out and 12 hours later they said that he just had the regular flu. We stayed an extra day in Cozumel and then had a sea day before getting off in Miami. 

From what I had heard, your cruise never sailed at all. 

We are still waiting to get any refund. I have called MSC Canada and the girl on the phone said to wait 60 - 90 days. I am not optomistic. 

Good luck

Caledonia boy