MSC not so Stress free Cancellation Policy

[staffpage]

Hi All

Just a little insight into my experience with MSC stress free booking policy. Booked a 7 night cruise out of Dubai for February and payed my six hundred pound deposit at the end of September. We were travelling four adults and two children, one Ten, one Twelve in two cabins. Then Omicron hit and rules regarding children over twelve being vaccinated, PCR tests changing, etc, etc, made me decide to cancel our booking under the MSC policy. After careful consideration and uncertainty of the cruise and airline industries I decided on a two night cruise out of Southampton for myself and my partner utilising my six hundred pound deposit and a little extra cash. A call to MSC at which I asked for the change I was informed very politely that quote " you must spend about the same amount as you original cruise" I reached out to MSC through Email to explain that the stress free booking policy states "Your new cruise can be up to the value of your current cruise" not it has to be. After several Emails asking were in the terms and conditions does it state that the spend has to be about the same and no answer I was then informed it had to be the same length. Again I could not find any reference to the length in the terms and conditions on MSC's UK web site. I decided on a different approach. As a past MSC cruiser i asked would it not be good customer relations to find a solution to this matter. The answer was as I had booked two cabins originally only three hundred pound would be allocated to the new booking. My Son, daughter in law and two grand children had the choice to go and utilise the other three hundred pounds or lose it. I made the booking. I payed for the booking. At no point did MSC ask for the second cabin to be involved but the money deposited is now split in two ! As I was only a couple of days away for losing another 25% under MSC standard cancellation policy and not wishing to pay another £300-£400 towards a two night cruise I decided to cut my loses and cancel completely. It is a shame as I have travelled with MSC cruises twice before but feel that I have been misled and that MSC have not made the full terms and conditions readerly available. If you wish to make a booking with MSC and are persuaded by the Stress free booking incentive beware. 

[sidari]

MSC really are clueless where things like this are involved, no common sense in the whole Company it would seem. A challenge to their Terms and Conditions would likely find them wanting and have to back down.

Write to the UK office CEO and send it Registered post, setting out your issue and complaint pointing out their discrepancy between the actual written policy wording and what they are actually doing. 

[Homosassa]

It looks like this is SOP for the FCCs and refunds. Check your original statement and see if two different reservation numbers were issued ; one for each cabin.

 

In July 2021 I had a seven night Mervigilia cruise booked and paid for.

 

MSC canceled the cruise shortly after final payment.

 

I had booked two cabins, one for DH and I, the other for my daughter and SIL. I paid for both. There were two different reservation numbers issued, one

for our cabin; one for their cabin.

 

At the time, we were issued an FCC split in two. One in my name and reservation number; one in my daughter's name and reservation number. After thirty days from issuance of the FCC, we could ask for a refund.

 

The refunds for both cabin were sent back to the original credit card used for payment (mine).

 

The drink package and other items paid for by my daughter was refunded to her credit card.

Edited January 16, 2022 by Homosassa

[dexddd]

We had similar issue with fcc that I've documented here.  They changed terms no less than three times, each more restrictive after it took them 16 months to issue fcc.  Originally, it was fcc with no real restrictions. When finally wanted to use, it had to be for original three on booking, all in same room, all on same trip.  First offer had no mention of that.

[staffpage]

Hi All

Thank's for the support. I have just checked it is the same booking number for both cabins. Also i have looked at the correspondents and quote "it must be the same length we can’t approve less cost and less stay together" and "Stress- free is just a program where we are allowing our clients to move their cruise for no admin fees" which is not made clear at all and feel it is misrepresentation. If I honestly thought it would have to be the same cruise with same people spending the same amount of money, with everything life has thrown at us lately I would have never booked.