horrific problem...need a good phone # for help !

[Shippy]

  Just got off the Seashore yesterday, fantastic cruise. Great employees....except 1...

Played a lot in the casino. Head guy Floyd was great.

Those of you that play in the casino know about the 30% discount coupon. I usually use a travel agent but unfortunately decide to rebook onboard.

 A blond named Susona (I think)....did the booking & took the discount paper & said she would copy my usual agent & return the discount paper..  

We paid the downpayment, she made the booking with NO 30% discount.

She left me her ext. number if questions. I called, no answer & no way to leave a message. The next day I could not find her but her partner was there & said it was just a mistake & she would fix it & get me my original discount paper back. Of course that did not happen.

That was the night before we left. I drove the concierge crazy in the middle of the night about this.   He kept trying to call her & no answer or way to leave a message.

  This is very sad to me because we only booked because of that discount.

I just got off the phone with MSC. They said they could not discuss it with me because I booked through a travel agent. I said that was not so. I booked onboard. They said that since their agent copied my usual agent....it was no longer their booking !

PLEASE, ANY SUGGESTIONS TO TRY AND RESOLVE THIS WOULD BE APPRECIATED.

 

[Georgia_Peaches]

1 hour ago, Shippy said:

  Just got off the Seashore yesterday, fantastic cruise. Great employees....except 1...

Played a lot in the casino. Head guy Floyd was great.

Those of you that play in the casino know about the 30% discount coupon. I usually use a travel agent but unfortunately decide to rebook onboard.

 A blond named Susona (I think)....did the booking & took the discount paper & said she would copy my usual agent & return the discount paper..  

We paid the downpayment, she made the booking with NO 30% discount.

She left me her ext. number if questions. I called, no answer & no way to leave a message. The next day I could not find her but her partner was there & said it was just a mistake & she would fix it & get me my original discount paper back. Of course that did not happen.

That was the night before we left. I drove the concierge crazy in the middle of the night about this.   He kept trying to call her & no answer or way to leave a message.

  This is very sad to me because we only booked because of that discount.

I just got off the phone with MSC. They said they could not discuss it with me because I booked through a travel agent. I said that was not so. I booked onboard. They said that since their agent copied my usual agent....it was no longer their booking !

PLEASE, ANY SUGGESTIONS TO TRY AND RESOLVE THIS WOULD BE APPRECIATED.

 

I recommend you take this scenario to your regular TA and see if they can sort it for you.  If you were going to transfer the booking to them anyway, then they should be willing to help you get this resolved.  Do you have anything in writing that indicated you were supposed to get a 30% discount?  Also, since you have the name of the person on ship, you should be able to pass that along to your TA as well.  Very frustrating situation!

[Shippy]

thanks for the reply...

the problem is she took the discount paper saying she was going to make a copy and give it back to me which she never did.

Otherwise, I could even just cancel her booking & rebook using the code on the paper.

I hate dumping something so complicated on my TA as it seems TA'S & MSC take awhile to communicate together.

I will try the casino dept. when they open tomorrow but the MSC lady I spoke to today said they probably will not talk to me because the other TA is listed.

[Georgia_Peaches]

2 minutes ago, Shippy said:

thanks for the reply...

the problem is she took the discount paper saying she was going to make a copy and give it back to me which she never did.

Otherwise, I could even just cancel her booking & rebook using the code on the paper.

I hate dumping something so complicated on my TA as it seems TA'S & MSC take awhile to communicate together.

I will try the casino dept. when they open tomorrow but the MSC lady I spoke to today said they probably will not talk to me because the other TA is listed.

Well it's what the TA's are paid to do.  My TA doesn't like dealing with MSC customer service as she says they are the most difficult to deal with in the industry.  Having said that, she has called them a number of times on my behalf for a few different things with good success.  Feel free to e-mail me at pipercatandjane at gmail if you'd like the name of my TA.  Their OBC's are pretty nice too...

[Homosassa]

You transferred your booking to a TA.

 

The TA now "owns" the reservation.

 

The TA can try and resolve this for you if possible without any documentation of the 30% discount.

[awhcruiser]

Why is this a "horrific" problem?  Have the TA take care of it.

[Shippy]

9 minutes ago, awhcruiser said:

Why is this a "horrific" problem?  Have the TA take care of it.

You can do nothing without the code on the paper. The TA needs this.

My mistake for not copying it down.  It should have been returned to me.

 We booked the cruise with her because we had the 30% discount. That is a lot of $$$.

I do not want to have to cancel.

[mscdivina2016]

A good phone number🤣😂

 

You are correct that you need that code.  The person who made your booking makes more commission by not using your code and then transfers to your TA. 

I hope you didn't book a yacht club cabin as the deposit is non refundable. 

 

Like others have suggested, have your TA see what they can do. Don't expect anything.  I have a TA working on an issue and our family has 19 Yacht club bookings and we can't get anything done. Lousy customer service, but I wish you luck.

[Shippy]

PROBLEM SOLVED.....WAHOO...

    Just received a corrected contract showing the discount.

Must have been done on the ship as I made such a stink about it before I left. The night before we disembarked, there were 2 others beside myself trying to get their paperwork.

She should be fired !

I was just going to call the casino club when they opened & plead my case but now I am spared that.

 

  BUT, something else I need to check on. mscdivina2016  just said YC deposits are NOT refundable. I have read that elsewhere on these boards  BUT the lady that booked this cruise said that was all wrong.

There would be a $50. cancellation fee & the rest of the deposit would be refunded.

and yes, we booked a YC. Love the new YCP (grand) cabins. I feel a  walkin closet as a lot to those cabins.

thanks to all that replied      :O)

[Georgia_Peaches]

44 minutes ago, Shippy said:

BUT, something else I need to check on. mscdivina2016  just said YC deposits are NOT refundable. I have read that elsewhere on these boards  BUT the lady that booked this cruise said that was all wrong.

There would be a $50. cancellation fee & the rest of the deposit would be refunded.

Absolutely not true.  YC deposits are non-refundable.  You can do a one-time courtesy change to another cruise if necessary, but you cannot cancel and get a refund minus $50.  If this is coming from the same lady who jerked you around with the paperwork, then yes, she should be fired because she is clearly incompetent.  

[Shippy]

1 hour ago, Georgia_Peaches said:

Absolutely not true.  YC deposits are non-refundable.  You can do a one-time courtesy change to another cruise if necessary, but you cannot cancel and get a refund minus $50.  If this is coming from the same lady who jerked you around with the paperwork, then yes, she should be fired because she is clearly incompetent.  

   It DID come from her. I specifically asked about the deposit !

[mscdivina2016]

2 hours ago, Shippy said:

   It DID come from her. I specifically asked about the deposit !

Check the last page of your confirmation. It's spelled out there.

I have had issues twice and just moved the deposit otherwise I have always been told it's non refundable.

[Paphillyguy]

The deposit is non refundable.  Also, to note if you get a free cruise they used to not charge you a deposit but starting this year they do and it is put toward our account as a OBC.

[sidari]

Shippy ... Once again more proof that the Left hand does not know what the Right hand is doing, it makes you wonder if anyone at MSC actually knows what they are doing.

[Bobbiegentry]

21 hours ago, awhcruiser said:

Why is this a "horrific" problem?  Have the TA take care of it.

Geez….first thought that someone had died!

[iwtobek]

32 minutes ago, Bobbiegentry said:

Geez….first thought that someone had died!

New to internet? 😉

[Shippy]

39 minutes ago, Bobbiegentry said:

Geez….first thought that someone had died!

This is a cruise blog   :O)

I would be on another site if someone died.

At the time it was a bit horrific to me because we only booked because of the discount & once you are off the ship you are pretty much stuck trying to resolve anything.

sorry....perhaps I should have just said something like....screwed by the next cruise booking

consultant !

[awhcruiser]

37 minutes ago, Shippy said:

This is a cruise blog   :O)

I would be on another site if someone died.

At the time it was a bit horrific to me because we only booked because of the discount & once you are off the ship you are pretty much stuck trying to resolve anything.

sorry....perhaps I should have just said something like....screwed by the next cruise booking

consultant !

Message mscdivina.  He seems to know that MSC is not helpful

[Shippy]

Since this got resolved, I am really sorry about the posting. I really love MSC and the majority of their employees are great. Just a shame it takes one bad employee to ruin some of you time. And, then after wards, you feel kind of helpless to do anything about it..