Not a good start to first cruise experience with MSC Cruises

[sfaaa]

Love it or hate it, MSC still offers the cheapest cruise deals among mass market cruise lines nine out of ten times.

[Itchy&Scratchy]

16 minutes ago, sfaaa said:

Love it or hate it, MSC still offers the cheapest cruise deals among mass market cruise lines nine out of ten times.

not if they start repricing cruises after you've purchased them but before you sailed them, sticking you with a higher price.

[TampaGambler]

Can we get an update on the refund situation?

[twangster]

On 2/19/2023 at 9:33 AM, B_A_H said:

You folks are a really tough crowd.  "Reprice" means as it applies to the cruise fare itself.  MSC adjusts the port taxes at 90 days.  If they go up or down it causes the entire cruise to be repriced at that day's pricing. The European taxes went down and a bunch of people here, me included, posted about getting repriced.  You have to reach out to MSC to have the original pricing restored. 

 

Any change you make to a booking online, even personal information, always results in a new booking confirmation being e-mailed.  There's nothing any of us can do online that would affect the actual price of the cruise itself.  That's why the new booking confirmations you've all mentioned weren't repriced. 

 

Two other friends and I all had our May Seaside cruise mysteriously reprice.  Our bookings are not linked.  The port fees & taxes went down a buck or so, the cruise fare went up ~$82 per guest.

 

One friend managed to get his cruise fare before taxes set back to the original booked rate.

 

One friend is still fighting with them, final payment is 2 days. 

 

I couldn't get mine repriced but they did change my final payment date from Feb. 26 to Feb 11.   Fortunately I caught this on the evening of Feb. 10 and cancelled the cruise.  I received my $99 back today.   

 

Neither of my two Meraviglia cruises resulted in points.  Both attempts to get my points have failed with "you didn't sail on that date".  I did and have my cards to prove it.  

 

MSC is a disaster from an IT perspective.  I knew that based on my other cruises.  They are cheap and so I booked more with them because I can tolerate some jackshittery and see past it in the name of a cheap cruise. 

 

The changing of my final payment due date I am fairly certain was a human being deliberately jacking me around.  If I didn't log in on Feb 10 they would have cancelled my cruise for non-payment on Feb. 11 even though final payment on my original invoice was Feb 26, and my frinds on the same cruise had unill Feb. 26.  

 

But I get it, the MSC fanbois can jump on this post and write it off as some crazy cruiser making stuff up because their beloved MSC can do no wrong.  

 

Still waiting to see if my YC Thanksgiving cruise gets messed with.  I'm just about ready to walk away from deposit.  

 

Flame away fanbois...

[wbingham]

On 2/24/2023 at 2:07 PM, TampaGambler said:

Can we get an update on the refund situation?

 

For anyone interested, still have not received any refund for the drink package from MSC.

[lucas34]

On 2/14/2023 at 4:44 AM, Georgia_Peaches said:

I have two words:  travel agent. This is the only way with MSC. 

I saw some good price for one cruise next may sailing from spain but the cruise deal was from msc cruises usa web page...as a non usa citizen should i go with usa cruise online agent or with msc cruises usa? just looking cruise only with easy drink pack.

[Markanddonna]

On 2/24/2023 at 8:14 PM, twangster said:

 

MSC is a disaster from an IT perspective.  I knew that based on my other cruises.  They are cheap and so I booked more with them because I can tolerate some jackshittery and see past it in the name of a cheap cruise. 

 

This is a great way to view MSC. The question is the tipping point is different for all of us.

[sfaaa]

17 hours ago, lucas34 said:

I saw some good price for one cruise next may sailing from spain but the cruise deal was from msc cruises usa web page...as a non usa citizen should i go with usa cruise online agent or with msc cruises usa? just looking cruise only with easy drink pack.

I wouldn't risk it. MSC website specifically says rates advertised in US are for US residents only.

[F3rpect]

On 2/16/2023 at 1:33 AM, ready2cruzagain said:

I agree with the food quality.  I was on the Seashore last March and on the Meraviglia 2 weeks ago and MSC has really changed the menus. We loved them! 7-8 ounce lobster tail, prime rib, lamb chops, steak diane, coq au vin, and so on and so on. You no longer receive lobster tail on Celebrity.  Really love the way MSC has gone with their MDR menu.

 

My experience differs slightly. I got TWO lobster tails on each formal night on the Celebrity Constellation in December (2022) with no upcharge and friendly service. Overall food was excellent.

 

On the Divina in January / February (2023), we also got lobster and if I recall correctly, I got a small steak with it for surf and turf. Food in the MDR on the Divina was also excellent.

 

The MDR dining experience and food on those two ships was very similar.

[aberthelot]

On 2/13/2023 at 10:44 PM, Georgia_Peaches said:

I have two words:  travel agent. This is the only way with MSC. 

Hi there,

Not if you want a refund! Our MSC cruise was cancelled in 2020 and I had a heck of a time getting my money refunded. I had to file a dispute. It is much easier to book directly with MSC.

[Georgia_Peaches]

10 hours ago, aberthelot said:

Hi there,

Not if you want a refund! Our MSC cruise was cancelled in 2020 and I had a heck of a time getting my money refunded. I had to file a dispute. It is much easier to book directly with MSC.

Not sure why a TA would block a refund for a cancelled cruise. It should have been a No brainer either with or without a TA to get a refund processed on a cruise that MSC cancelled. If your TA gave you grief, that’s bad on them. As a general rule I will stand by my belief that a TA is the only way with MSc. Glad you got your money back!

[aberthelot]

On 3/15/2023 at 10:34 PM, Georgia_Peaches said:

Not sure why a TA would block a refund for a cancelled cruise. It should have been a No brainer either with or without a TA to get a refund processed on a cruise that MSC cancelled. If your TA gave you grief, that’s bad on them. As a general rule I will stand by my belief that a TA is the only way with MSc. Glad you got your money back!

I guess it is because it was booked through the states and I live in Canada....very strange indeed!

[Ianna]

Where do I start. MSC = poor food, poor customer service, staff that spend most of the time outside smoking but yes, they are cheap…..for a reason. I have a complaint ongoing with them, ABTA our regulator in the UK and now had to complain about the regulator. You couldn’t write it. I have also told the TA not interested. MSC are spreading their incompetent virus throughout various sponsorships right now. MSC19 methinks.

[wbingham]

For anyone interested in an update.

 

Contacted MSC this morning as I still have not received my refund for the drink package (Friday was 60 days).  They checked and claimed that "because they were super busy, they didn't submit my refund request immediately."  They escalated it, but it could take up to another 30 days to receive my refund.  So its 50/50 that I'll have my refund prior to my sailing in 14 days (i'm not holding my breath).  

 

They wouldn't even just provide it to me as on-board credit instead, which is amazing, since that would essentially be $ in their pockets.  

 

I also talked to them about arranging transportation to and from the airport/cruiseport to compare prices to other options.  I did end up booking transfers with them, as their pricing was a reasonable $22 each way, from Miami international; but it took the agent 45 minutes to complete the process of booking the transfers.  She did apologize and state it was her first time ever booking a transfer, so I was extremely patient with her on the phone.  But wow, talk about icing on the cake for this whole experience.  

 

I'm not telling anyone what to do in regards to cruising with MSC, everyone must make their own decisions and not every experience will be the same.  But I can definitely add another warning to proceed with caution if you are considering trying them out.  I've cruised with 3 other cruise lines and over 40 cruises and have had MUCH better experiences.  Even on the other lines when there were issues, it has been pretty standard for them to offer me extra on-board credit for my troubles.  Unfortunately it seems like MSC only offers a half-hearted apology and more waiting.

Edited April 17, 2023 by wbingham

[GPPhilly]

On 3/28/2023 at 1:08 PM, Ianna said:

Where do I start. MSC = poor food, poor customer service, staff that spend most of the time outside smoking but yes, they are cheap…..for a reason. 

This has not been our experience on our 4 MSC cruises.  I thought over all the food was good, customer service for the most part was good, I have yet to see staff outside smoking.  I think their IT is horrible and that service at time can be inconsistent.  But overall I think it is good.  

[Ianna]

1 hour ago, GPPhilly said:

This has not been our experience on our 4 MSC cruises.  I thought over all the food was good, customer service for the most part was good, I have yet to see staff outside smoking.  I think their IT is horrible and that service at time can be inconsistent.  But overall I think it is good.  

Fair enough. Glad you had a good time. I can only compare to Celebrity and NCL. I still have a battle going on with MSC. I would rather get COVID than sail with them again. Customer Service is the worst I have ever experienced. But as I say I can only compare with top draw Companies.

[ready2cruzagain]

On 3/28/2023 at 1:08 PM, Ianna said:

Where do I start. MSC = poor food, poor customer service, staff that spend most of the time outside smoking but yes, they are cheap…..for a reason. I have a complaint ongoing with them, ABTA our regulator in the UK and now had to complain about the regulator. You couldn’t write it. I have also told the TA not interested. MSC are spreading their incompetent virus throughout various sponsorships right now. MSC19 methinks.

Been on 12 MSC cruises and never seen one employee smoking.  Sapphire on NCL, Platinum on Carnival and Princess and sailed on Celebrity several times, MSC is our favorite cruiseline of them all.  As a matter of fact, I think their food is the best of them all. But food is so subjective. I love prime rib, lobster, veal and lamb.  Have 2 more MSC cruises booked then doing 3 weeks on NCL. One thing I will miss on NCL is the food from MSC.  I find NCL's food in the MDR to be highly inferior to MSC. But I will be on a cruise so I will be happy! I have never starved on any cruise 🤣

[insidecabin]

On 3/28/2023 at 6:08 PM, Ianna said:

Where do I start. MSC = poor food, poor customer service, staff that spend most of the time outside smoking but yes, they are cheap…..for a reason. I have a complaint ongoing with them, ABTA our regulator in the UK and now had to complain about the regulator. You couldn’t write it. I have also told the TA not interested. MSC are spreading their incompetent virus throughout various sponsorships right now. MSC19 methinks.

ABTA is not a regulatory body it's a trade body run for the benefit of the holiday companies with the pretence of consumer protection.

 

They encouraged their members to ignore the 14day full refund required by the actual law package travel regulations.

[Georgia_Peaches]

On 4/17/2023 at 1:28 PM, Ianna said:

I would rather get COVID than sail with them again

Wow!  That says a lot. 

 

Having recovered from a pesky case of Covid that turned long, I can honestly say I’d pick the worst cruise in the crappiest cabin on the lowest deck near the morgue, engine room, or even the brig before dealing with Covid ever, ever again. lol
 

 

[Georgia_Peaches]

On 4/17/2023 at 10:50 AM, wbingham said:

Contacted MSC this morning as I still have not received my refund for the drink package (Friday was 60 days).  They checked and claimed that "because they were super busy, they didn't submit my refund request immediately."

Unacceptable. Can you contest the charge with your cc company?  No way I’d wait another 30 days. 

[wbingham]

If i don't have the refund by the time I'm back from the cruise, I will be telling my credit card company to charge back to MSC.  Maybe if they have to pay a penalty, they'll eventually get better.

Edited April 22, 2023 by wbingham

[wbingham]

OK.  Returned from my cruise, it's been 90 days since requested refund, and still have not received it.  I called MSC yesterday and tried to get their response, but they could not explain why I had not received a refund and that I would have to talk to Customer Service that could tell me more.  This is where I learned much more about MSC "Customer Service"....

 

Apparently if you call MSC and choose any option other than to service a future cruise, you end up getting transferred to the "Customer Service" department.  Where I sat on hold for 2 hours waiting for a representative.

 

Called back and used the menu to request service on a future cruise (choosing option that I didn't know the booking number), and what do you know, got a rep in less than 30 seconds!!!  After talking with them, they did pull up my information for the past cruise and now told me that they "processed the refund on 5/1 and it could take a few weeks to clear".  They could not tell me anything more than what "their screen was telling them" and for more details they would have to transfer me to "Customer Service" of which I sat on hold for another 90 minutes before hanging up.  Tried again this morning and another 2 hours on-hold on the "Customer Service" line.  It seems to me to be pretty clear that they don't actually have anyone working in "Customer Service" and only answer the phone if you have a future cruise with them (clearly hoping you are calling to pay more $$ for a service).  

 

At this point I guess I am going to have to try and go through my Credit Card company and see how that goes.  Unfortunately I purchased the drink package along with internet, so the charge I'll be disputing will be a different amount than the charge to the card (only need $104 of the $161 refunded).  I guess I'll see how that works out.  At least I have an email from MSC from 2/13 showing they were refunding the $104.  That should hopefully be enough for my CC company to see the $$ never hit the account.

 

As for my experience on the cruise itself...

 

Unfortunately, I have to report that the cruise experience didn't make up for the issues.  Maybe it was just the MSC Divina being small and older; and your experience may vary on one of their newer and larger ships.

 

The positives:

 

The ship was VERY clean and most of the staff were very friendly.  The culinary and cleaning staff clearly work very hard and do a GREAT job.  Unfortunately, you can only do so much with the tools you are given.  The food itself was not bad, but it was not as good as other cruise lines (Carnival, Royal Carribean, Princess, Celebrity) nor even as good most All-Inclusive resorts I've been to.  Outside of their french fries, which I admit are some of the best ever, the rest of the food was merely average.  

 

The room stewards and general service staff around the ship were kind and enjoyed talking to them all.  The entertainment staff were up-beat and enjoyable.

 

Unfortunately, that is about where the positives end...

 

Negatives:

 

Bar service was horrendous.  Every bar only had 1 or 2 bartenders present and it routinely took 5-15 minutes to get a drink (even just a bottle of water or soda).  The bar staff were not very personable or friendly; but that more than likely was due to them being so short staffed.  Most of the bars ran out of straws by mid-day and people were stuck trying to drink frozen drinks straight.  

 

While their private island was nice, all of the shops and food places closed by 2pm, even though we were docked there until 10:30pm.  You were stuck getting back on the ship if you wanted anything to eat.  The few bars around the island did serve until at least 5:00 (when I returned to the ship for a snack).  

 

The entertainment and shows were on-par with high-school or college shows and were very short (30-45 min).  There also just was not enough variety or things to do on the ship spread out through the night.  In the evenings, there were a handful of things all crammed into the hours of 7-10pm, but after 10:30 or so, you really only had the casino.  

 

Every evening after the pools closed, they collected most of the deck chairs, stacked them in the corner, and locked them.  So, if you wanted to sit on the deck and enjoy the weather at night, you had about 8 tables on each side of the main pool with 4 chairs each.  One side was for smokers, so really only had 1/2 the deck to work with.  There were no chairs at the back of the ship and very few ledges/walls to sit on if you wanted to just sit and relax.  No places on the ship without music playing if you wanted to sit and read a book and listen to the ship cut through the water.

 

There were no open-air areas in the front 1/3 of the ship that were available to non Yacht Club members.  While that portion of the ship is usually where most cruise lines have their "premier club" areas, there are usually at least one or two decks that people can gather on for sail-away or for some quiet time in the night ocean air.

 

I earned enough casino points to get a free cruise offer, but I honestly don't know if I am willing to give MSC another shot or not.  If I do, it will most likely only be to utilize the free cruise and try one of their newer ships.  But even then, I do not see myself spending any $ on any extras or add-ons.