I’m afraid this company is going to run itself into the ground if they can’t correct their biggest flaw- poor customer service. We’re looking at other lines for our Europe cruises this summer. Maybe they need to stop building all of these new ships and learn how to run a business first. We really enjoyed our onboard experiences, but it’s really disappointing to read how they are willing to make good customers unhappy, or lose them completely, over these issues. They won’t have their cake and eat it, too, Bea, if we all start cruising elsewhere. 

After no reply to our requests for contact on the MSC site, emails, and hold times that ended with me hanging up, we finally spoke to a human at MSC for the second tine. The first person had told me that vouchers were handled on the ship and that the land based office couldn’t help. 🙄 Now I’m being told that there is no voucher and that MSC has a master list of the vouchers. He said that all I have to do is mention it when booking or making a payment. I’ll believe it when I see it. Funny that when I recently made a final payment the person on the line had no idea and wouldn’t allow the use of my voucher.
 

iIt took us a month to have my husband’s points awarded after our last cruise. When they finally gave him his points they said it was a middle name issue. He didn’t have a problem on our last cruise! The representative was claiming it was our fault because he did or didn’t use a middle name. We never understood. Just fix it!
 

I had posted on another thread that we usually experienced short hold times and good customer service when calling MSC. That’s no longer true. I feel that we should all get an OBC or voucher just for the time we spend emailing and being on hold listening to that horrid music! Our time is valuable. Vacations , including the planning, should be enjoyable.  Customers should be valued.

Thanks for the info, Cam! We’re still playing catch up and made it hone more than a week before you! Merry Christmas to you, too. Can’t wait to chat soon. We’re so glad our paths crossed! I’m going to call tomorrow or Saturday to see if I can get and use the voucher.

We’re still waiting. Multiple phone calls, emails, and requests for contact on their website concerning this and other issues remain unanswered. I’m losing my affinity for MSC.

I can't figure out how to post a link, but if you search this topic we posted all of the Daily Planners from Armonia in June. 

MSC Armonia June 10, 2019 Review (sans Cuba)

By Jayhawk,  June 16 in MSC Cruises

I wanted to post a correction. I mistakenly stated that the letter quoted 7-10 days. I reread the letter and that was not stated in the letter. I'm not sure if I read that somewhere else or if I heard it, but I wanted to be sure that my post contained accurate information. We're making our final payment for the next cruise tonight and will use the voucher for another. I always seem to want to go one more time...

6 hours ago, sidari said:

My guess is that they will not allow you to apply it to your upcoming cruise and that it will be during or after your cruise when it arrives.

That wouldn’t surprise me a bit. We have other cruises booked, but I just wanted to use it and forget it. The letter stated that we would receive it in 7-10 days. It’s been 10 days. 
 

Glad to hear from Nikkiw60 that we can use to book cruises further out.

That sounds good. Thank you so much for keeping us updated! 

That’s for sure! They were able to send my final payment due for our upcoming cruise last Friday, too!

Thank you for the info. Nothing in the spam folder and we booked directly. Interesting that you received your voucher from the Fort Lauderdale office as they told me they have nothing to do with it. It’s been 8 days. I’ll give it a couple more and then listen to the awful hold music on speakerphone for an hour again. 🙄

2 hours ago, sidari said:

Sounds to me like a lack of interest and a lack of knowledge by the land based staff, after all the ships have contact to land by one of those magic things called the Telephone.

And email, too! 

We are still waiting for our voucher. Calling MSC doesn’t help. We were told that the vouchers are processed on the ship and that the land side has nothing to do with it. They stated that they have no way of communicating with the people who process them. Communication still seems to be the number one issue MSC needs to address. 

Thank you for the replies!

EMc- It was a pleasure to meet you as well. Both excursions came together and were enjoyable! Let me know if you receive your voucher as we were on the same sailing. We will do the same.

Thanks, DCGuy! That photo was pic a from our 25th anniversary cruise. We were trying to replicate a wedding photo. It's our favorite!

Super! They were so vague about it onboard and when we called customer service they had no idea. I’ll stop worrying! 😁 I am thankful for the gesture. It was generous.

Thank you for the reply. That was fairly quick! I’ll keep my fingers crossed...

We were on Meraviglia last week and saw both shows. We loved Sonor. We had the cocktail package for Viaggio and sat in the second row and center. Nice seats! We booked the dinner and show for Sonor, but skipped the dinner. We were seated at a dinner table in the corner which had an aisle leading to the stage. It was fantastic. We reserved our prepaid shows with the concierge in YC upon boarding. The dates and times were already limited, so I’m thinking people were able to book prior to boarding. Having said that, there were many empty seats at both shows.

We disembarked Meraviglia yesterday and the staff did say that the minibar changes are coming. The service is so good, though, and the staff really try to provide what pax like. I'm sure we'll still be happy. We didn't use it much, but we did take snacks on excursions and they were replenished. 

We also had a delicious lobster tail on the last elegant night and we were offered a second. We inquired about the lobster at the pool grill and were told that it was too expensive and that the company was cutting back.

It seems that like with all lines and experiences, they change. During our trip, we noticed offerings were different than those recently posted. That's the danger for planners like me. I get my mind set on something and have to shift to the new reality. Regardless, it was a great experience. We were told that wine and liquor offerings are changing for the Caribbean market. 

We are just back from a wonderful Meraviglia cruise on 11/24 and wondered if anyone has received the 20% refund voucher for missing Ocean Cay. We have a final payment deadline for our next cruise fast approaching and are hoping to use the voucher. if you did receive it, about how long did it take? Was it in an email? Also, if you used it, was it fairly straightforward or filled with rules and exceptions? Thanks in advance!

Sorry, I just noticed the UK in the heading. I did want to note that after 31 minutes on hold I was informed that I have to send an email to existing reservations to apply my voucher AFTER I receive it by email and that there is absolutely no answer to how long that could be. She stated that they handle the refund vouchers on-board and that there is no way for the land side to get that info. That didn't help at all. 🙄 Left hand/ right hand...never to touch each other

i am currently on hold to inquire about our 20% refund voucher. 26 minutes and counting with no interaction with a human. Wouldn't it have made sense to deliver to our stateroom on the last night and free up the phones for new bookings? Final payment for our next cruise is approaching and I'd like to apply it. 

7 hours ago, Beamafar said:

 

So glad you've experienced some improvements!  Looking forward to hearing all about it, L.  Thank you for passing on my regards.

Oxana was over the top excited to hear from you. She said to tell you that it was the best 23 days on a cruise and that she loved looking forward to your visit each night! Warm wishes from the others, as well.
Did I tell you that we met THE Arthur? He comes to our table to say hello each evening. What a wonderful guy! I hope this isn’t considered hijacking a thread! 😂It is your thread, after all, Bea! 

Bea- We just enabled our WiFi package... user error! It’s been mice to unplug, though!

Thank you so much for your info and advice. Things have REALLY improved. After Wine Gate😁, it has been smooth sailing! Johnny Walker Blue was MIA until tonight. Rudy found and delivered him to our cabin! I can’t wait to write my review. Love this staff! I will pass on your warm wishes.

Bea, we are onboard Meraviglia and are so excited to have Wayan and Marcos working with us! Thank you for sharing your journey. We are already having a wonderful time. I am sad about the lack of choice for wines in YC restaurant...  2 reds, 2 whites.They said they would substitute something tonight, but I really wanted to enjoy trying several new wines with meals. That’s why I upgraded to premium plus. Oh, well. Off to the champagne bar! 

We booked our first 2 MSC cruises with a TA. Every time we needed to make a change or ask a question we were on hold waiting for the TA and then always on hold for a minimum of 40 minutes while the TA tried to talk with MSC. We have booked our next 5 cruises directly with MSC and it has been so easy! Customer service has been very efficient and, hope I don’t jinx myself, we’ve had no problems other than the horrid music they play if you are placed on hold! Thankfully, they have never placed me on hold for more than a minute or 2.  😌 If a TA had a great incentive, I would use them. It would have to be high enough to pay me for the time I spend waiting during the booking process, though.