MSC Customer Service / Cancellation Issue

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#1
Uttoxeter
10 Posts
Joined Aug 2016
Hi there,

Has anyone else had problems dealing with MSC customer services?
We've previously called them and been told to email and on several occasions not had responses.

Our latest is really annoying. We've booked a very short trip on the Sea view for next November. However we subsequently booked a much longer Splendida, cruise which sails over the same date. With over a years notice, I have called and now emailed to ask to cancel.

With over a years notice and due to the fact that we have gone for another much longer cruise it didn't occur that MSC would refuse the refund. It's not the amount, but the principle that really gets to me.

We love their cruises and currently have 7 forthcoming trips booked.

I have appealed to their email response saying "rules is rules" and am now not getting any response from them.

Shockingly bad service in my opinion and our last cruise we will take if this is how they treat loyal customers.

Be warned and aware all!
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#2
Texas
863 Posts
Joined Jun 2008
I see your profile says Uttoxeter, which google tells me is in the UK. Assuming you booked via the UK site orba UK TA the booking terms and conditions are very clear about the £100 pp deposit being non-refundable. I don't understand why you say it's evidence of bad service to hold you to a contract that you agreed to when making the booking? I'm sure you'd want MSC to honor the parts of the contract that protect you. Of course if you paid your entire fare early and they're refusing to refund the amount over the deposit that's a different story, is that what's happening?
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*MSC Meraviglia - June 2018 - 14 Night Northern Europe*
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#3
Uttoxeter
10 Posts
Joined Aug 2016
Hey Tina,

The bad service is that you call and get told to email. But when you email, you don't get a reply. Or am I just being petty?

I fully understand and appreciate "T&C's for anything, but however would common sense or a little flexibility not be considered do you think?

We wish to cancel a 1 night cruise booked more than a year in advance due to booking onto any MSC cruise lasting 28 nights in length over the same period.

I feel aggrieved
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#4
Texas
863 Posts
Joined Jun 2008
Originally posted by DickyGB
Hey Tina,

The bad service is that you call and get told to email. But when you email, you don't get a reply. Or am I just being petty?

I fully understand and appreciate "T&C's for anything, but however would common sense or a little flexibility not be considered do you think?

We wish to cancel a 1 night cruise booked more than a year in advance due to booking onto any MSC cruise lasting 28 nights in length over the same period.

I feel aggrieved
Ah okay, I understand what you meant now and no, I don't think it's petty or unreasonable to expect a response to your email.

On the other hand, while I completely understand the underlying desire to get your deposit back and the hope that MSC would exercise some flexibility I can't understand what you were trying to communicate with the rest of your post. It sounds less like your message is that MSC is firm on their cancellation policies (simply as a matter of fact) and more like your message is that MSC has wronged you in some way or owes you something, and I just don't agree. When I buy something that's listed as 'final-sale' if it doesn't work out, it doesn't work out. I wish so hard I could get my money back, but I can't. I knew that before I bought it, and bought it anyway. Griping (for lack of a better word) that the store won't give me my money back is for the birds.
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*MSC Meraviglia - June 2018 - 14 Night Northern Europe*
Royal Caribbean Harmony of the Seas - July 2017 - 7 Night Eastern Caribbean
Carnival Magic - February 2015 - 5 Night Western Caribbean
Norwegian Sun - March 2006 - 7 Night Western Caribbean
Carnival Fantasy or Ecstasy - 1992
#5
Uttoxeter
10 Posts
Joined Aug 2016
People and opinions are always different. I appreciate your "take" on it. Mine is different
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#6
Florida
611 Posts
Joined Apr 2016
I've took 2 MSC cruises last year and have one more booked. Never been told to email when I have a question. That must be coming from what ever office you have to deal with from Europe/England. I too would not like doing that.

But as to your issue, I would have at least called and asked ahead of time if I could have changed cruises, instead of asking after the fact. Not sure if that would helped, but might have.
#7
Uttoxeter
10 Posts
Joined Aug 2016
To be honest the second cruise was booked with an external agent and without realising that the date co-incided with first.

We book a lot of cruises! One a month.

They just won't be with MSC anymore
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#8
Uttoxeter
10 Posts
Joined Aug 2016
Originally posted by dd likes to cruise
Never been told to email when I have a question. That must be coming from what ever office you have to deal with from Europe/England.
We called Customer Service but were told our request had to be in writing/email format.
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#9
Belgium
932 Posts
Joined Mar 2014
Originally posted by DickyGB
Hi there,



Has anyone else had problems dealing with MSC customer services?

We've previously called them and been told to email and on several occasions not had responses.



Our latest is really annoying. We've booked a very short trip on the Sea view for next November. However we subsequently booked a much longer Splendida, cruise which sails over the same date. With over a years notice, I have called and now emailed to ask to cancel.



With over a years notice and due to the fact that we have gone for another much longer cruise it didn't occur that MSC would refuse the refund. It's not the amount, but the principle that really gets to me.



We love their cruises and currently have 7 forthcoming trips booked.



I have appealed to their email response saying "rules is rules" and am now not getting any response from them.



Shockingly bad service in my opinion and our last cruise we will take if this is how they treat loyal customers.



Be warned and aware all!


To be able to recuperate your deposit you should have called them before making the second booking and asked them to 'transfer' your reservation to the Splendida.


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#10
Uttoxeter
10 Posts
Joined Aug 2016
Originally posted by Bra_BE2014
To be able to recuperate your deposit you should have called them before making the second booking and asked them to 'transfer' your reservation to the Splendida.


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You aren't listening


Originally posted by DickyGB
To be honest the second cruise was booked with an external agent and without realising that the date co-incided with first.

We book a lot of cruises! One a month.

They just won't be with MSC anymore
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#11
36 Posts
Joined Mar 2016
MSC Website states: Cancellation requests must be in email, fax or post.

I guess this is why you were told to send an email (you can't cancel by phone). I always received a reasonably prompt reply, but also no flexibility to break the contract terms & conditions.

I would be interested if any other cruise line booked from the UK allows free cancellations and deposit refund.
#12
4,326 Posts
Joined Jan 2014
If you think another cruiseline would treat this matter any differently - you're wrong!

The reason MSC won't accept the cancellation from a phone call is that they need something on record to show that you requested cancellation. The issue of not getting a response raises the question: did you use the correct email address? Did you get an automated answer? If not, I'd advise you email them again.
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Bea
'Would I could set sail upon the water'.

PREVIOUSLY ON:

MSC Magnifica Sept/Oct 2017

MSC Meraviglia June 2017 (YC)
MSC Fantasia Feb 2017
MSC Sinfonia Nov 2016 (b2b)
MSC Sinfonia Oct 2016
MSC Sinfonia Aug 2016
MSC Magnifica April 2016
Celebrity Millennium Jan 2016
MSC Divina Oct 2015 (TA)
MSC Divina Sep 2015 (YC)
MSC Preziosa Mar 2015 (TA)
MSC Fantasia Dec 2014
MSC Preziosa Aug 2014 (YC)
MSC Preziosa May 2014
MSC Splendida Feb 2014
MSC Splendida Feb 2013
MSC Splendida Feb 2012 (YC)
MSC Fantasia Nov 2011
Carnival Sensation Sept 2000
#13
Belgium
932 Posts
Joined Mar 2014
Originally posted by DickyGB
You aren't listening


Hahaha, yes



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MSC Meraviglia (2017) My solo Birthday adventure! https://boards.cruisecritic.com/show....php?t=2551618
NCL Epic B2B (2017) http://boards.cruisecritic.com/showthread.php?t=2517302
MSC Fantasia - a first time cruise adventure! (2014) http://boards.cruisecritic.com/showthread.php?t=2100577
Return to the MSC Fantasia: A 12 day cruise diary! (2016) http://boards.cruisecritic.com/showthread.php?t=2319150