KimPossible1

Thanks for the support and no I never book with a travel agent. I’d rather spend the agonizingly long hours trying to get things fixed myself 😉🤣🤣 I sent one more email today asking them to please make it right so 🤞🏻

Yes we called around 9:30 and then around 11:30 to confirm her test was positive at urgent care

No kidding! We called before noon, had a "not fit to sail" paper from a doctor and they still won't budge. I just wanted a FCC to rebook. Were we supposed to go to the terminal and show the positive test so then they could deny us boarding?? So dumb!!!

Yes, we called three times that day and they have it documented ☹️ Thanks for saying you think we met the requirements. Everyone is always ready to blame the person who posts and makes it their fault, but I have worked on this for a month and spent over an hour on the phone today again, only to be told that a supervisor would call back. I've been told that numerous times and never received a call. I am upset that they couldn't care, don't follow their own booking conditions and can't do the right thing.

Yes I had trip insurance (as I stated in the original post), but that isn't the issue. Their booking terms and conditions clearly state a refund or FCC if you meet the guidelines. We fulfilled our obligations and just wanted to rebook the cruise.

This is page 6 of their booking conditions: If you test positive for COVID-19 within five (5) days prior to embarkation, you may elect to cancel your Booking. In that event, you, and anyone else in your travelling party who cancels their Booking due to your positive COVID-19 test result, will be entitled to a refund or future cruise credit equal in value to the amount Passenger paid to the Carrier. To qualify for the future cruise credit or refund, you must notify the Company via telephone at 877-665-4655 within twenty-four (24) hours of receiving the test result and no later than noon on the date of embarkation and provide verification satisfactory to the Company of test results administered by providers other than those retained by the Carrier. Under no circumstances shall the Carrier be liable to any such Passenger for any costs, damages or expenses whatsoever incurred by any Passenger.

My sister and I were supposed to sail on Feb. 11 on the Seashore out of Port Canaveral. She did not feel well and tested positive for Covid that morning at home and we rushed to an urgent care and have a letter from a doctor saying she wasn't fit to sail. We called MSC three times that morning and were told they their system didn't allow for them to cancel us at that time. Their booking conditions on page 6 clearly outline the process to follow if you need to cancel due to covid, which included calling before 12 noon and providing proof. I have done all that, and I have spent the last month calling repeatedly to be told a supervisor will get in touch. I eventually was given the email address and submitted all the paperwork to be told that we were technically "no shows" and too bad, no refund or FCC. This is very upsetting, because we clearly followed the rules and I have exhausted all avenues. I just wanted a FCC so I could rebook. I finally submitted a claim to my travel insurance company yesterday. I will never sail on MSC again, which is sad because we had a nice time. I can't understand such poor customer service that would tell me that we should have gone to the terminal and been denied boarding otherwise you are entitled to nothing. I spent over an hour on the phone today going around in circles with an irritated customer service person. He kept stating the wrong information and was reading the booking conditions wrong. It states that is you test positive within 5 days and call before noon on the day of embarkation you are entitled to a refund or FCC. He kept insisting that I had to call 5 days before and he was not understanding the english and semantics of "within 5 days". I'm very sad right now and have wasted so much time and money trying to get this resolved, but it boils down to the fact that MSC didn't care that my sister had covid and didn't want to issue a FCC or refund. It now joins the long list of companies that are only concerned about profit and not their customers. They have my $1600 so they don't care ☹️

I read the whole thread on Reddit yesterday, and it is hard to know the whole story. My whole question is why wasn't the letter dated? I know that they said they were given it at the terminal, but it still seems odd that they would be no date on an official correspondence 🤔