Msc Cruise

(2 customer reviews)

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2 reviews for Msc Cruise

Quality

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Price

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Service

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Complained by 02 Consumer(s)

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    Walter Rebello

    Zero Reliability, Zero Accountability

    Can never be trusted. Zero Reliability Last week I made a reservation for their 2025 World Cruise. Picked my cabin. Paid the downpayment amount. Next day a concierge called from their US Office to make sure everything is ok. She later confirmed by email everything was ok and I had the best rate. Today I enter into my MSC account and this trip was not there. Contact the US concierge and after a while get an email saying my reservation had been cancelled, she did not why. All MSC could offer me was an obstructed view cabin on the 8th floor when I had one of those balconies overlooking the back of the ship. Did not accept it. As an additional comment, I took the 2023 World Cruise, booked on their 2024 World Cruise. Diamond Status with them…. And that is how I get treated.

    April 17, 2024

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      April 17, 2024

      We have notified Msc Cruise Customer Support Team about your complaint. Expect an update within 48 hours.

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    Kim

    Customer Disservice

    Absolutely shocking experienceThis was our first, and will be the last, cruise with MSC.We don’t usually complain on a holiday because we prefer to just keep the peace and relax however the absolute lack of customer service needs to be known.Positives to start:Our stateroom attendant (Patrick, room 12279) was fantastic. Very attentive, always happy to see us, checked regularly that everything was ok in our cabin.Staff in the main restaurant of an evening were really nice and offered great service (table 321, 17th to 23rd March).Negatives:No soap in multiple toilets despite asking over 4days for them to be refilledNo tea bags at breakfastJuice machines rarely working and when they did they were labelled wrong. Orange juice was actually grapefruit juice, which for some people on certain medications is contraindicated and therefore harmful to health. I raised this several times and nothing was done.I ordered a plain omelette and was given a mixed omelette containing onions that I’m allergic to. No apology or concern shown, they treated me like I was an inconvenience by raising it with them and asking them to change it!Ordered a drink at the buffet bar and there was no communication between the waitress taking the orders and the waiters serving the drinks. This resulted in 8 people who placed their orders after me receiving their drinks before me, and the waiters asking a further 3 times what I had ordered. After 20minutes I left without a drink because guests started to argue with each other over who was next.I made a complaint to Chris at guest services.Five days in and the issues above persisted. The buffet was absolute chaos, guests fighting their way through to get food, staff completely unorganised. People were behaving like animals!Chris from guest services contacted me by phone in our room and said the manager wanted to speak to me about my complaint. He asked me to attend guest services at 8.30pm that evening to discuss.I attended and after waiting 20minutes I asked a staff member what was happening and they rudely said I’ve already told you he’s on his way. Needless to say I didn’t wait around. I also didn’t hear anything more from them.Staff at bars were rude, they would usher you to one end of the bar for their convenience. On multiple occasions they ignored us while we and other guests queued, waited up to fifteen minutes to then be told we’re closed. No apology and they looked at us like we were the problem.Disembarking the ship was a joke. There was only one exit for guests disembarking and going out on excursions. This resulted in congestion on stair wells between floors 7 and 4. People were hot and stressed out and the staff were completely disorganised. Guests were pushing and shoving because they couldn’t stand the heat and the wait. We ended up being over an hour late disembarking which then meant we were late checking in for our flights. It also in turn meant we weren’t given extra leg room seats that we had paid for because other people had been allocated seats who checked in before us and with a group booking that MSC do it’s less of a priority to allocate seats, even though you’ve paid extra. Although if we hadn’t had the problem disembarking the ship, I suspect the seat situation wouldn’t have been a problem.Overall this was not a relaxing and enjoyable holiday, it was stressful from start to finish, we couldn’t wait to leave.MSC clearly don’t care about customer experience. I wish I’d read all the trust pilot reviews before we booked, it would have saved us money and from being subjected to this disgraceful experience.I have zero confidence that anything will be done to address this but if I can save anyone from this same experience that’s a win.Like I said above, we don’t normally complain and are quick to let things go, so please take note that this isn’t just having a moan for the sake of it. Book with another cruise line, avoid MSC and save yourself the misery.

    April 17, 2024

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    • consumer Support Platform

      April 17, 2024

      We have notified Msc Cruise Customer Support Team about your complaint. Expect an update within 48 hours.