MSC Passenger Services Email

[kevin&randall]

I’ve had a bad few days sealing with the MSC Call Center - botched date change, that turned into a cancellation, that now cannot be reinstated. I want to share the poor experience with MSC, but I can only find snail mail and a fax number (how very 2006). Does anyone know of an email address?

 

thank you. 
 

-Randall-  

[Fla Mike]

Try one of the contacts in THIS LINK, particularly Richard Sasso,  you'll get a reply. 😉

[dexddd]

3 minutes ago, Fla Mike said:

Try one of the contacts in THIS LINK, particularly Richard Sasso,  you'll get a reply. 😉

Or maybe not.

[Viceroy of Clinton]

Thanks for the links, maybe one day they will come in handy.

 

Also, thanks for the link to that website, I was not aware of them.

Interesting reading.

[kevin&randall]

As I'm sure this will come as no surprise to anyone who has dealt with MSC customer service... I attempted to email them today.

 

From Facebook, they offer:  msccustomerservice@msccruisesusa.com

Which comes back as:  Your message wasn't delivered to msccustomerservice@msccruisesusa.com because the address couldn't be found, or is unable to receive mail.

 

From Elliott, they offer:  richard.sasso@msccruisesusa.com

Which comes back as:  Your message couldn't be delivered to the recipient because you don't have permission to send to it.  Ask the recipient's email admin to add you to the accept list for the recipient.

 

Unless someone has other ideas, I guess I can send a snail mail.  Ultimately my issues with MSC will never be resolved.  I guess they've lost me as a customer even before I stepped foot on one of their ships.  

[Selion]

I've always used MSCExistingReservations@msccruisesusa.com when call center couldn't help.

[dexddd]

21 hours ago, kevin&randall said:

As I'm sure this will come as no surprise to anyone who has dealt with MSC customer service... I attempted to email them today.

 

From Facebook, they offer:  msccustomerservice@msccruisesusa.com

Which comes back as:  Your message wasn't delivered to msccustomerservice@msccruisesusa.com because the address couldn't be found, or is unable to receive mail.

 

From Elliott, they offer:  richard.sasso@msccruisesusa.com

Which comes back as:  Your message couldn't be delivered to the recipient because you don't have permission to send to it.  Ask the recipient's email admin to add you to the accept list for the recipient.

 

Unless someone has other ideas, I guess I can send a snail mail.  Ultimately my issues with MSC will never be resolved.  I guess they've lost me as a customer even before I stepped foot on one of their ships.  

We've tried the existing reservation as well as that personal email and got one that replied they'd reply, never did, and the other no permission.  Followed up with snail mail to execs and no reply.

[kevin&randall]

Drum roll please..............

 

The MSCExistingReservations@msccruisesusa.com went through and I got the following automated response.   Anyone in a betting mood?

 

Thank you for contacting MSC Cruises Reservation Department. 
Resolving your issues and answering all your questions are our top priority.
We have received your email and will respond as soon as possible. 

Thank you choosing MSC Cruises and have a great day! 

Best Regards, 

MSC Cruises Reservations Team 

MSC Cruises (USA) Inc. 
6750 N. Andrews Avenue, Suite 100 
Fort Lauderdale, FL 33309

[mscdivina2016]

On 1/10/2022 at 8:08 PM, kevin&randall said:

I’ve had a bad few days sealing with the MSC Call Center - botched date change, that turned into a cancellation, that now cannot be reinstated. I want to share the poor experience with MSC, but I can only find snail mail and a fax number (how very 2006). Does anyone know of an email address?

 

thank you. 
 

-Randall-  

Give it up.

They don't care at all and are 100% useless.

If you don't like it go elsewhere is what you will be told.

I am still trying to resolve an issue from last September and have only made a teeny bit of progress.

I was asked what I wanted so I told them and they will note my case and will get back to me.

My issue even had a lawyer involved which I now know is useless unless you die or lose a limb.

[publicpersona]

 

47 minutes ago, kevin&randall said:

Drum roll please..............

 

The MSCExistingReservations@msccruisesusa.com went through and I got the following automated response.   Anyone in a betting mood?

 

Thank you for contacting MSC Cruises Reservation Department. 
Resolving your issues and answering all your questions are our top priority.
We have received your email and will respond as soon as possible. 

Thank you choosing MSC Cruises and have a great day! 

Best Regards, 

MSC Cruises Reservations Team 

MSC Cruises (USA) Inc. 
6750 N. Andrews Avenue, Suite 100 
Fort Lauderdale, FL 33309

 

I wouldn't expect any further response. Anytime someone says that something is their "top priority", it means that they are going to spend their time telling people that whatever anyone wants is also their "top priority", rather than actually taking some action.

[mscdivina2016]

6 hours ago, publicpersona said:

 

 

I wouldn't expect any further response. Anytime someone says that something is their "top priority", it means that they are going to spend their time telling people that whatever anyone wants is also their "top priority", rather than actually taking some action.

I have a dozen of those going back to September.

I will let you know when the top priority from September contacts me.

[cheeseheads4ever]

If I knew then what I know now I would have never booked this cruise for January 20.

I feel bad for everyone that is experiencing this  horrible customer service. As I’ve stated before it’s my fault for not booking with cruise insurance but you would expect MSC at least not try to shaft its customers. If I back out we will only be out $300 not so bad compared to other cruisers.

But you add my time in chasing my tail trying to find a cruise without paying double and losing all my perks I’m definitely in the red. I will not give them another nickel.

We just wanted to try another cruise line. But this line isn’t for us.

My wife has had it and I think I can get her to try one more call tomorrow and then wait till Tuesday at noon. If it isn’t cancelled and we haven’t moved the cruise we will walk away down $300.

I promise one thing we will never ever deal with MSC again.

 

Edited January 14, 2022 by cheeseheads4ever

[dexddd]

20 hours ago, kevin&randall said:

Drum roll please..............

 

The MSCExistingReservations@msccruisesusa.com went through and I got the following automated response.   Anyone in a betting mood?

 

Thank you for contacting MSC Cruises Reservation Department. 
Resolving your issues and answering all your questions are our top priority.
We have received your email and will respond as soon as possible. 

Thank you choosing MSC Cruises and have a great day! 

Best Regards, 

MSC Cruises Reservations Team 

MSC Cruises (USA) Inc. 
6750 N. Andrews Avenue, Suite 100 
Fort Lauderdale, FL 33309

I don't gamble, but 100% sure no reply other than if this thread monitored and they figure out who you are and reply to upset the norm.

[dexddd]

13 hours ago, mscdivina2016 said:

I have a dozen of those going back to September.

I will let you know when the top priority from September contacts me.

Have not seen 'top priority' used but many of us have gotten 'escalated' which means thrown in trash.

 

Maybe they figured out we knew what escalated actually meant and changed to 'top priority'.

[Fla Mike]

Just an additional thought...

 

Since we may have determined that the emails for the personnel are: firstname.lastname@msccruisesusa.com

Maybe if you can get the name of a mid level supervisor and just bombard them with mail, they may finally answer you?

[mscdivina2016]

1 hour ago, Fla Mike said:

Just an additional thought...

 

Since we may have determined that the emails for the personnel are: firstname.lastname@msccruisesusa.com

Maybe if you can get the name of a mid level supervisor and just bombard them with mail, they may finally answer you?

Nope,

I wrote a small program, obtained the whole msc list of valid email addresses and had them all emailed every hour on the hour. Few hours later they ALL bounced so they firewalled me or out right blocked the address.

[mscdivina2016]

2 hours ago, dexddd said:

Have not seen 'top priority' used but many of us have gotten 'escalated' which means thrown in trash.

 

Maybe they figured out we knew what escalated actually meant and changed to 'top priority'.

That's funny 😂

[Selion]

Took 2 days for MSCExistingReservations to reply, and actually resolved my request.

 

Good luck!

 

Edit:  I want to say the last time (before this week) I needed to contact MSCExistingReservations, I had to send follow up emails a couple of times.  I reply to the automatic email with the case number so their CRM system can track it.  Aside from the original email, I sent 2 additional, very short, follow-up emails basically only asking for updates after the first week and second week.  MSC resolved the issue by the middle of the 3rd week.

 

Edited January 14, 2022 by Selion

[JAGR]

2 minutes ago, Selion said:

Took 2 days for MSCExistingReservations to reply, and actually resolved my request.

 

Good luck!

 

Did you happen to look for a cruise farther out than November, 2022?

 

[Selion]

1 minute ago, JAGR said:

Did you happen to look for a cruise farther out than November, 2022?

 

No, that wasn't the nature of my issue.  Good luck!

[dexddd]

22 hours ago, Selion said:

Took 2 days for MSCExistingReservations to reply, and actually resolved my request.

 

Good luck!

 

Edit:  I want to say the last time (before this week) I needed to contact MSCExistingReservations, I had to send follow up emails a couple of times.  I reply to the automatic email with the case number so their CRM system can track it.  Aside from the original email, I sent 2 additional, very short, follow-up emails basically only asking for updates after the first week and second week.  MSC resolved the issue by the middle of the 3rd week.

 

You should play the lottery.

[gimletgal]

MSC does NOT respond to any emails. After you get the canned response that they will get back to you, there is absolutely nothing! I emailed them before my December cruise and have still not heard back from them. All previous emails during the past several years have also gone unanswered.

 

Thank you for contacting The MSC Voyagers Club Department.

We have received your email and will respond as soon as possible.

 

That was the response I received on December 4th! It is now January 15th. Not sure who is running the show in Miami, but whoever it is needs to be fired.

[kevin&randall]

Yesterday, I got a response to my email.   To summarize : there was a cancel request (not by me, but an error on the side of the agent), the booking was canceled.  Thank you for choosing MSC. No addressing any of the information in the email. 
 

So yes, MSC has lost me was a customer even before I stepped foot on of their ships. Now the fun begins of getting my 25% cruise refund from them, the 75% from the insurance company - and out $280 for purchasing the insurance. 
 

it is a bitter $280 mistake. I read all these boards. I knew going into this. And somehow I thought I’d get lucky. This is why you never see me in the casino. I always lose. 
 

-Randall-

[deliver42]

They don't answer e-mails and don't call back.