MSC customer service

[AjijicMexico]

I have cruised with many companies over the years, MSC has to have the worst customer service of any company.  I have been sent from number to number, email to email, on hold for ever and disconnected.  My last issue I have had are port taxes.  There is a $201.00 overcharge on my port taxes and the final decision after an accumulated time of 8 hours  spent on the phone was I received a discount on the cruise so therefore they won’t reimburse the overcharge , I asked for it as an OBC ,they refused.  Since cruise companies post taxes and port fees the consumer does not know if the money from this charge is another way for a cruise line to generate revenue for themselves or are they paying the taxes and port fees to the respective government.  From what I can tell MSC is pocketing the overcharge instead of distributing the taxes to the ports.  MSC final answer to me was your cruise is discounted so we are not returning the difference even though we overcharged you. The pain of dealing with MSC makes me never want to do business with them again.  I would have used an agent to fight for me but I had a discount from their voyager card and the casino discount I received from a previous cruise and the only one that could book this cruise was MSC.  If MSC reads this post, you are not the only ship on the sea.  

[Stockjock]

22 hours ago, AjijicMexico said:

I have cruised with many companies over the years, MSC has to have the worst customer service of any company.  I have been sent from number to number, email to email, on hold for ever and disconnected.  My last issue I have had are port taxes.  There is a $201.00 overcharge on my port taxes and the final decision after an accumulated time of 8 hours  spent on the phone was I received a discount on the cruise so therefore they won’t reimburse the overcharge , I asked for it as an OBC ,they refused.  Since cruise companies post taxes and port fees the consumer does not know if the money from this charge is another way for a cruise line to generate revenue for themselves or are they paying the taxes and port fees to the respective government.  From what I can tell MSC is pocketing the overcharge instead of distributing the taxes to the ports.  MSC final answer to me was your cruise is discounted so we are not returning the difference even though we overcharged you. The pain of dealing with MSC makes me never want to do business with them again.  I would have used an agent to fight for me but I had a discount from their voyager card and the casino discount I received from a previous cruise and the only one that could book this cruise was MSC.  If MSC reads this post, you are not the only ship on the sea.  

Not sure if this will work, since you're in Mexico, but you could try sending an e-mail message to this address:
postcruisesupport@msccruisesusa.com

If that doesn't work, maybe change it to just postcruisesupport@msccruises.com
 

Edited March 10 by Stockjock

[deliver42]

Bad customer service is MSC's trademark. Don't expect and resolution you'll be happy with.

[AjijicMexico]

Stockjock I have tried every email, tried every number, I know there logic since I had a casino discount and a voyagers club discount they are getting back the money from overcharging on port fees.  They have told me this and my traveling companions have all been credited because they did not get my discounts.  Maybe cruise lines like airlines should start breaking down their taxes so we can see where they are going. What I do know is the charge they call taxes and port fees are going in their pocket.

[JT1962]

MSC has by far the worst customer service, website and app in the cruise industry. They don’t seem to care or want to improve.

[Até]

Are the port fees and taxes higher than what is stated on your original booking contract or did MSC lower the charges later on for subsequent bookings?  I've seen many, many sailings where MSC lowers these taxes as the sail date approaches.

[mscdivina2016]

4 hours ago, JT1962 said:

MSC has by far the worst customer service, website and app in the cruise industry. They don’t seem to care or want to improve.

When did they get a customer service dept? 

 As far as the website and app, it's probably the best go-daddy has to offer.😁

[AjijicMexico]

I don’t understand why port taxes would change unless ports change.  Everyone in my group was refunded the difference.  Since I had a discount code through the casino department from a previous cruise I was told they would not reimburse me.  My question has always been if I was overcharged it is apparent the overage is not going to the ports but to MSC, if that is the case would this not be a form of fraud?  

[AjijicMexico]

3 hours ago, Até said:

Are the port fees and taxes higher than what is stated on your original booking contract or did MSC lower the charges later on for subsequent bookings?  I've seen many, many sailings where MSC lowers these taxes as the sail date approaches.

Would you know how port taxes could change without changing ports.  My thought on this has always been the port fees are not set by the cruise line but by the ports and countries,

[AjijicMexico]

17 hours ago, deliver42 said:

Bad customer service is MSC's trademark. Don't expect and resolution you'll be happy with.

So far I have not.

[AjijicMexico]

17 hours ago, deliver42 said:

Bad customer service is MSC's trademark. Don't expect and resolution you'll be happy with.

It was a long time ago but this is me working on an RCCL ship Song of America when cruise lines cared about their customers . 

Edited March 10 by AjijicMexico