I am beginning to wonder how anyone manages to successfully sail on an MSC cruise. It sounds like the actual cruises are pretty good and I was really looking forward to trying our first one in September. But at this point, I am just ready to give up completely thanks to their truly and utterly TERRIBLE customer support. I had heard it was bad. But reading about it and experiencing it first-hand are very different things. Here's a run-down of my experience so far:
Booked the Sept. 7 sailing on the Seaside in a Balcony cabin with the Fantastica experience under their "All In" promo, which includes WiFi and the Easy Drink Package via their website. That all went super smoothly.
With the launch of the Bellissima they ran a promotion where if you did the virtual tour, you could get a 10% discount code to apply to a future cruise. I did the tour and got my code.
I found out about the status match option and since I am Gold with NCL, I thought i would go ahead and do that. This is where things started to go sour. Gold on NCL somehow only matched to ONE point on MSC. One point! It takes 2200 points to go from "Classic" to "Silver" on MSC. They gave me ONE point. I am hardly well on my way to any sort of status with them. I tried to rescind my match, since it is one-time-only, so I could wait until I was maybe a higher level with NCL, but they would not let me. I am stuck with my ONE whole point.
The only "up side" of my ONE point is that I now qualified for the 5% off Voyagers Club discount. So now that I was to receive 5% off for Voyagers Club and 10% off with my Bellissima code, I decided to call up and cancel my initial booking and re-book with my new discounts. I tried using the "Call Me" form on the MSC website. I filled it out twice and never received a call. So I called them and after about a 20 minute wait, I spoke to an customer service rep and got my booking canceled.
I then logged into the website with my new Voyagers Club account, proceeded through the booking, this time picking an Aurea Balcony since I wanted to use the money we "saved" through our discounts to upgrade our experience. Got to the screen where I had to enter my Bellissima discount code. It went through. All was correct. Totals looked good and I booked.
I received my reservation confirmation email with the PDF attachment and everything looked perfect. Both discounts applied and the totals were all correct. This was at 3:48 PM.
At 9:00 PM, I suddenly received a new booking confirmation email with the same reservation number. I opened the attached PDF and now, all of the sudden, my booking no longer has the 10% discount for the Bellissima promo. It only shows the 5% of for Voyagers Club!
Since it was now after 9:00 PM, I had to wait until the next day to call customer service. So a long wait time and a long, confused conversation later, I was assured that they would escalate my issue and I should see the 10% discount code reapplied to my booking with 5 business days. That was on the 20th of March.
I waited and waited. Still no email update and every time I logged into the MSC site, my booking was showing the same info. Decided to give them a little extra time because I had heard that the 10% was causing them a lot of headaches. Went on a scheduled cruise with NCL on April 7, figuring I'd follow up when I got back.
I got back this past Sunday and was back to work on Monday. I filled out the "Call Me" form on their website three more times. Still no call back.
Finally, last night I had the time to try to call again. Over 20 minutes on hold before I got a rep. I had to explain my issue to her all over again. She had me forward her my original confirmation email... the one with the correct totals. She was completely confused. She looked up my previous "ticket" in the system and it had not been updated/worked on/acknowledged since the 20th when it was initially created. She told me she would create a NEW ticket and escalate it. She made me no promises about a timeline for a solution. And that was it.
So here I am a full month closer to the sailing and no closer to a resolution. I don't know if I'm supposed to give them another 5 business days or another month to get this resolved? I still want to upgrade to the Premium Drink package prior to sailing to save the service charges, but I am TERRIFIED to make any other changes to my booking if they do actually get this resolved. It's just such a disaster. Wait times are insane. No answers are given. And no resolutions are implemented. I just sit in limbo with time ticking away trying to decide if I should risk booking airfare for a cruise I might not even go on. In the grand scheme of things, the 10% off only amounts to about $212. So probably not worth all this hassle. But it shouldn't even BE a hassle. I don't want to REWARD them for their failure. I shouldn't have to pay them MORE to suck whether it's $5 or $1500.