The Divina cruise I booked in July 2020 had a huge price increase. What gives?

[CarolinaGirl2010]

We booked our Halloween cruise a year ago.  I sent in my Future Cruise Credit certificate and when I checked to see if it was applied the price jumped by over $1,000.  I'm getting nowhere with customer service either by phone or by email.  I've sent them all the documentation.  The girl on the phone did say that they had no record of my cruise credit being applied.  Our final payment is due in two weeks and no way I'm going to pay what they're asking.  I guess we're going to be cancelling and booking Carnival instead.  The only reason we booked this sailing anyway was because the price was good and we had the cruise credit.  

[Shippy]

  I would have assumed (maybe wrong) you would have booked over the phone & then faxed or sent your certificate.. That would have given you a booking number when you held your cruise..

  I ALWAYS insist on a booking number. Even If I just put a hold on a room, they give me one. I then print it off.

Your booking number is really your only proof.

 

[Two Wheels Only]

7 minutes ago, CarolinaGirl2010 said:

We booked our Halloween cruise a year ago.

 

Do you have the confirmation pdf from when you booked?

 

If yes, you can try emailing your information to MSCExistingReservations@msccruisesusa.com

They are better than the phone reps when it comes to correcting price changes . Whatever the price was the day that you booked should be your price, not the current price. They usually say 10 business days but they can be quicker. They should be able to get the correct price before your final payment date.

 

As for the FCC and where it is....I have no idea. Do they say that you still have it or is it missing?

[CarolinaGirl2010]

1 minute ago, Two Wheels Only said:

 

Do you have the confirmation pdf from when you booked?

 

If yes, you can try emailing your information to MSCExistingReservations@msccruisesusa.com

They are better than the phone reps when it comes to correcting price changes . Whatever the price was the day that you booked should be your price, not the current price. They usually say 10 business days but they can be quicker. They should be able to get the correct price before your final payment date.

 

As for the FCC and where it is....I have no idea. Do they say that you still have it or is it missing?

Yes, I have everything and I've already sent it all to the MSC Existing Reservations email.  I'm just not going to put more money into it if they don't fix it soon since final payment is due on August 2.  This isn't my first issue with this booking and I'm kind of getting low on trust and patience.  

[CarolinaGirl2010]

14 minutes ago, Shippy said:

  I would have assumed (maybe wrong) you would have booked over the phone & then faxed or sent your certificate.. That would have given you a booking number when you held your cruise..

  I ALWAYS insist on a booking number. Even If I just put a hold on a room, they give me one. I then print it off.

Your booking number is really your only proof.

 

I have it all.  And I've sent all my documentation to them.  All I can figure is that they're trying to delay it because I would have had a really good price after the future cruise credit.  

[Two Wheels Only]

I've been through a similar MSC roller coaster. Mine was a difference of $3K, though. 😲

 

Eventually, everything worked out and all was corrected. I hope that everything works out for you, too. 

 

 

[CarolinaGirl2010]

I finally gave up and cancelled the cruise.  Anyone that has an MSC cruise should check their booking often.  They changed things twice on me without informing me.  We're now booked on Carnival Magic for Halloween.

[CarolinaGirl2010]

On 7/9/2021 at 12:36 PM, CarolinaGirl2010 said:

We booked our Halloween cruise a year ago.  I sent in my Future Cruise Credit certificate and when I checked to see if it was applied the price jumped by over $1,000.  I'm getting nowhere with customer service either by phone or by email.  I've sent them all the documentation.  The girl on the phone did say that they had no record of my cruise credit being applied.  Our final payment is due in two weeks and no way I'm going to pay what they're asking.  I guess we're going to be cancelling and booking Carnival instead.  The only reason we booked this sailing anyway was because the price was good and we had the cruise credit.  

Update:   We never heard back from anyone that we tried to get help from on this problem.  The BBB even acknowledged that MSC wasn't going to follow up on my complaint.  Existing reservations never answered my email, and I never got an answer from the Chairman of MSC Cruises USA.  I decided to cancel rather than give them any more money. Thankfully they only have the $98 deposit that hopefully I will get back eventually.  We ended up rebooking for Halloween on the Carnival Magic which has some good prices.  I think I made a good move in doing that.

[Stockjock]

FWIW, when I e-mail existing reservations, I receive a reply roughly 20% of the time and I'm not sure I've ever received a timely reply.  If the OP cannot get a quick response, then I agree with the decision to cancel.

Edited August 2, 2021 by Stockjock

[deliver42]

It's just a shame their customer service is so bad, because the product is really good.