Vlad 1 of 4

5 minutes ago, shipper23 said:

Did you speak to ABTA direct as i cannot find a  telephone number and the website said it is not taking any calls.Also a written complaint may take up to 50 days for a reply so it seems i am in a catch 22 situation. 

 

 

No I didn't speak to anyone. I did an online complaint and uploaded a load of emails from MSC. I got advised my refund was on the way a day later and received I marked xomplaint as resolved.

https://www.abta.com/help-and-complaints/customer-support/register-a-complaint

1 hour ago, shipper23 said:

Has anyone received their refunds from MSC for cruise on 22/04/2020 on the PREZEOSIA.

My TA is fobbing me off with all different excuses and i was told i would have to wait 120 days to receive this money which has long past and i am now being told that they have no intention of any refunds before the end of September or beyond whenever beyond is!!!  Is there anyone out there who knows where i can complain  

As I posted before I got my refund within 3 months of cancelling. I complained to ABTA and the next day I was advised that my refund had been processed. I booked direct with MSC but if your TA is a member it might work. Good luck! 

12 minutes ago, Annoyed Cruiser said:

Actually, if anyone has written documentation of the MSC refund policy prior to January 2020 and could post it for me, it would certainly help to make our case with our credit card company. 

 

Thanks so much!

I cancelled before lock down and should have received agreed refund 'withou delay'. Needless to say after 3 months of excuses i complained to ABTA, It took a hour or so of my time but the next day I had an email from MSC saying refund had been processed. It was in my account after a few days. Well worth the effort. Good luck!

So I made a complaint to ABTA. The next day I received an email from MSC apologising for the delay and telling me my refund has been processed and I should receive it soon....... 

It's been 3 months now.

I have loads of generic emails, excuses about lock down and remote working and now they just say it's out of their control. 

My refund was agreed before lock down and remote working.  It should have been received within days at the end of Feb. I've sent a list of questions regarding their refund policy, where I am in the queue, how much interest they'll be applying to my money etc. etc. After not getting answers for a month it's been passed to the accounts team who haven't answered me for weeks. I chase it and get told it's 'out of their control'

I don't believe they've processed any refunds at all and are just hanging onto our money. 

I'm thoroughly fed up with them and I'm now wondering if I'll ever get it back. Complaint going into ABTA when I collate all their pointless replies. 

On 4/30/2020 at 8:32 PM, cruiser man 60 said:

Good luck with that, the travel companies are not too bothered what ABTA say, any court cases will unlikely be heard before 2021 so may as well sit tight !

Thanks for that.... Constructive! I'll let you know what ABTA say when I complain. 

Please listen to LBC Nick Ferraris show today. (you can listen on catch up with the App) Simon Calder was giving advice on refunds. In the current climate 2 months is an acceptable time for refunds, 3 months is unacceptable and 120 days which is what MSC are telling me is in breach of the ABTA code of conduct. I will be complaining to them next. 

6 hours ago, yorkshirephil said:

I have their terms and conditions in writing plus an email stating the refund had been sent, that was February, still no refund. This is no different from P&O who we have a cancelled cruise with. They are all playing the same games. It doesn't take a genius to know things are going to take a lot of sorting out but when you are lied to and cruise lines are constantly changing their so called new terms and conditions they are not covering themselves in glory. Saying that I can't wait to start cruising again once it is safe to do so.

I'll be on the phone again tomorrow...... getting a bit fed up as I've been promised, refund, phone calls and emails from Managers but nothing materialised. I'll let you know if I get anywhere!

15 minutes ago, JP82 said:

I received my FCC this morning for my April 19th Cruise.

Thanks, let's hope I'll get my refund soon........

I was booked on cruise direct with MSC UK which should have departed from Genoa 25th April. At the end of February the cruise was cancelled  because of the situation in Italy with COVID 19. The refund promised was the full cost paid less £100 deposit. I am still waiting for my refund. Its over  2 months despite promises that it would take 3-5 working days. I have phoned numerous times and sent numerous emails but still no refund. I've asked 3 times for their complaints policy with this being ignored in their email replies. 

Has anyone else experienced similar problems with refunds? How long did it take for you to get a refund?

The lack of a refund from them has made me reconsider ever cruising with MSC again. I will be travelling with another Company in future.