When I discovered last week that MSC moved me from Seaside to Meraviglia, I called and cancelled, but I never got an e-mail confirmation (poor customer service, but not end of the world). I called MSC on Monday. The rep said I wasn't cancelled and she would take care of it. I also mentioned that a different cancellation on the same sailing was cancelled on 4/22 and I still had no refund posted (cancelled that cruise when a cheaper YC rate became available. The rep said that there was no sign of any action to issue a refund, and she said she would "escalate" it since it was over 60 days. She said there was no email address on either booking, so I gave her one. Still no email confirmation. Checked again this morning with a different rep. She said the Meraviglia reservation was still active, and had no pending cancellation (this is incorrect customer service on the part of the Monday rep). She also saw no record of action on the earlier cancellation, so she promised she would "escalate" it for me. I suspect that when I check the status next week, I will probably have to cancel a third time. Service reps are courteous, but either the system or the use of poorly trained substitute personnel are really hurting them. I am becoming more disillusioned with shore-side service. I offer this word of warning. If you think you cancelled a cruise, make sure you confirm it, or you may very well be sorely disappointed 90 days from sailing.