KimPossible1

Possibly because you keep insisting it’s the “rule” when it is ambiguous 🤣🤣 you aren’t the bad guy but to keep stating that it is a “rule” doesn’t mean it is correct because it’s your opinion 👍🏻 😉🤣

It really is sad, that they just didn't do the right thing and offer a reschedule or FCC right away. Also, my sister was almost totally fine 2 days later and was out walking a few miles in the neighborhood...ughhh 😄😄

We don't actually know why they denied the claim, since it was not indicated in the email sent to me. You are not speaking for MSC so what you interpret is your opinion. You continue to say others are wrong, and that is my point. I'm sorry you feel as if I am taking it out on you, because that is not my intention. As I said before, we can agree to disagree 👍😄

It’s clear as mud 🤣 MsTabbyKats just wants to be right even though it says nothing of what she is thinking it says and thats ok, we all have opinions. MSC didn’t tell me that it was up to the day before embarkation so therefore I don’t read more into the policy, or assume I know more than someone else 👍🏻

I disagree with you because legally it does not specifically say that day 0 is embarkation. It is a very grey area and that is your interpretation. MSC did not confirm that I missed it by one day, so in essence you are spreading false information by insisting that embarkation is day 0. Within 5 days of embarkation means the 5 days up till embarkation. We could debate it all day, but instead of declaring with certainty you are right, maybe say that it is unclear what the actual wording really means, because that is what I am doing. I am not getting any resolution from MSC so it is a mute point now.

On their main page, click open Travel Info at the very bottom, and then click on Terms and Conditions. The info is on page 6 in the third and fourth paragraphs.

There is a government agency to log complaints about cruise lines so I will follow up with them next. I don’t expect or want anything, but it should be known they aren’t honoring their own T&C’s.

Well it took a month and numerous emails and phone calls to even get the “no sail” letter from them on Monday. Since I couldn’t file a claim until I had a letter, it has been an exhausting and agonizing experience just to get that far. I wouldn’t pursue legal action, it isn’t worth the energy or time, The problem is they aren’t honoring their own booking conditions, but I’m done fighting with them at this point. It’s just a matter of never sailing with them again.

Well here is an update to my last email sent to the post cruise support person. I had spent an hour and 17 minutes on the phone yesterday with a person who did not understand the terms and conditions and at various times became agitated and aggressive and I called him out on it, because amazingly for once in my life, I remained calm hoping for a good result. After getting nowhere after that length of time, I finally hung up, and sent another email. Here is my email which I begged at the end to make it right. Hello Kayla, I spent an hour and 17 minutes speaking to Eazi today who became irritated and upset with me, that I was not understanding that I would not receive a refund or FCC. I asked to speak to a supervisor numerous time, only to be told that one would call me back. I was told the very same thing on March 6, when I spoke to a Brianna. Eazi did not understand the booking terms and conditions and kept insisting we had to call 5 days before if we had covid. Possibly he did not understand the meaning of “within 5 days of sailing”. He told me he would try to handle the situation but then became angry and I addressed this with him. He kept telling me I didn’t understand, and there was nothing he could do. I explained that we followed all the proper procedures, we called before noon and we had a letter from the doctor and called before 12 noon. We should not be punished because the computer system couldn’t cancel us at that point, which is what we told in two different phone calls. Again, I do not understand how this a “no show” when we clearly followed the correct procedures. I eventually gave up with him because this whole situation has made me very upset and I was crying by that point. I can’t understand how a company cares so little for their clients when they are sick and did the right thing. We should have been offered a FCC immediately, and I should not have had to spend the last month trying to get a FCC or refund. I am now posting on social media and will include my post on cruise critic. I am still hoping the situation can be resolved correctly with a FCC because we only live an hour from Port Canaveral and 3 1/2 hours from Miami. We average about 5+ cruses a year, and really enjoyed our first MSC cruise last February. Please make this right. Kim Here is her reply: "Dear Kim, Thank you for reaching out to us and expressing your concerns regarding your recent interaction with our call center. We sincerely apologize for any frustration or inconvenience you may have experienced during your conversation. We understand your disappointment and frustration with the situation, and we truly appreciate your feedback. Our goal is always to provide exceptional customer service, and it is disheartening to hear that we fell short of your expectations on this occasion. Regarding your request for a refund or Future Cruise Credit (FCC), we regret to inform you that, as per our terms and conditions, we are unable to offer you a refund. All of our terms and conditions are clearly outlined on our website, and we ask that guests review and acknowledge them before finalizing their bookings. While we understand your disappointment, we kindly ask for your understanding and adherence to our policies in this matter. We value your loyalty as a frequent cruiser with us, and we hope to have the opportunity to welcome you back aboard one of our ships in the future. Regarding the categorization of your booking as a "No Show," please understand that this is simply internal terminology used to indicate that a guest did not sail, regardless of the circumstances. We acknowledge that you followed the proper procedures and contacted us within the required timeframe due to your illness, and we appreciate your diligence in doing so. Your request for a refund has been denied, we consider this case as closed. Kind Regards, Kayla J MSC Cruises (USA) Inc. Post Cruise Support So there you have it... no FCC, no following their own booking terms and conditions, and no more MSC cruising for me☹️ Thanks to everyone here for the support and suggestions, I have really appreciated the feedback.

Ok, thank you for the clarification. I have been really upset about the whole incident and didn't want to get into an argument with anybody. I appreciate you taking the time to respond 👍

I may be interpreting you incorrectly because it is the internet, but in an earlier post and this one you seem a little confrontational implying that we should have sent the letter by noon and with this post implying that I can’t comprehend what I read? Please correct me if I am wrong so I know not to continue to engage with you.

Well we didn’t have the luxury of time to investigate all the details since it was the morning of embarkation. We trusted the person we called to have handled the situation correctly, but they did not. I’m glad your cancellation went smoothly. I didn’t even receive the “did not sail” letter till yesterday despite numerous calls and emails. I am sad about the whole situation because we did enjoy our cruise last year and were really looking forward to this cruise.

I would assume that when you call into a call center and tell them you have positive covid diagnosis and are cancelling your cruise before noon, that should be enough information to elicit a correct response of what to do next. They didn't ask for proof at that time, nor provide us with any other information. The call person could/should have given us an email at the first call, but they were fixated on the point that their system wouldn't allow us to cancel but reassured that it would be ok...which obviously it wasn't. I don't think that the normal person would even think that the cruise line wouldn't know what they were doing. I had remembered reading somewhere on either FB, Reddit or here that you needed to call before noon, so that is what we made sure we did in addition to going to the doctor immediately. I expected an email detailing what to do next, but I never received one, so I called two days later to find out where to send the information and what we should do next. I have learned you can't assume that a company is willing to look out for you and provide customer service. I would never have thought that they wouldn't help us and refuse to provide a FCC or refund. In all honesty in the same situation, I doubt you would have known what you should and shouldn't do, and whether or not the company was telling you the wrong information. The person on the phone said it was ok, so I assumed it was ok.

We went to an urgent care around 10am day of embarkation and she was given a test there and a letter. No doctor would provide a letter based on a home test. I’ve been a nurse for 30 years and knew we had to immediately go to urgent care for a formal diagnosis and proof of Covid positive

Yes I did use a credit card so that is good. I didn’t get the “no sail” letter till yesterday to prove that we didn’t sail. So now it’s a matter of submitting paperwork. It shouldn’t have taken a month to get that letter either 🙄 the whole thing is a big pain in the butt!!