Jump to content

MSC Comedy of Errors


Stockjock
 Share

Recommended Posts

Posted (edited)
5 hours ago, optimusprime82 said:

Our fourteen night cruise on the Meraviglia is a mess now. We have two separate bookings now, in two different cabins. Sent an email to the Existing Reservations email address per the suggestion of the phone rep that was assisting us in mid-June. Heard back within a week acknowledging that some work needed to be done on to correct our booking and MSC requested a good contact number and time to call me. Replied the same day and have emailed two more times since but no one has ever called me. Their email asking for a good contact number and time to call was received ten days ago. Not really sure what to do since the normal phone reps don’t seem equipped to fix most complicated issues. Our final payment is due at the end of the month and right now the website shows we $5,000 more than we’re supposed to lol. 

MSC website wants you to pay $5000 extra?

You need a good TA to sort it out with MSC.

Don't waste your precious time and money, leave it to the TA, it's their job

 

Edited by drsel
  • Like 1
Link to comment
Share on other sites

On 7/2/2021 at 10:32 PM, drsel said:

MSC website wants you to pay $5000 extra?

You need a good TA to sort it out with MSC.

Don't waste your precious time and money, leave it to the TA, it's their job

 

 

I've never felt the need to use a TA, my parents regularly do, but my patience is running really thin right now. 

 

Sent an email as requested by the phone agent on 06/15/21. 

 

Received the following response on 06/22/21:

 

 

Dear Mr Prime
Booking No. XXXXXXXX
 
We recently received a request to help with changes on your booking. We would like to help but need further clarification on what is needed to be adjusted.
Can you kindly provide a number and time when we can call you to discuss the changes.
 
We appreciate your patience
Best regards
Resolution Department
Linda
 
I replied the next morning, 06/23/21, with:
 
Good Morning Linda, 
 
I will be available between 10am and 11am ET today (Wednesday). My best contact number is 555-555-5555. Looking forward to speaking with you. 
 
Sincerely, 
 
Optimus Prime 
 
Then sent another email on 06/28/21:
 
Good Afternoon Linda, 
 
I haven't heard back from anyone yet. I am available most of this week from 8am to 9pm ET. My best contact number is still 555-555-5555. Thank you and have a great afternoon. 
 
Sincerely, 
 
Optimus Prime
 
Still nothing so I sent another follow-up on 07/01/21:
 
Good Afternoon Linda, 
 
I still haven't heard back from anyone yet in response to your email on 06/22/2021. I am available from 8am to 9pm ET and would love to speak with someone soon. My best contact number is still 555-555-5555. Thank you and have a great afternoon. 
 
Sincerely, 
 
Optimus Prime 
 
Finally, thirty minutes ago I receive the following completely unsatisfactory response:
 
Thank you for contacting MSC Cruises ,  please  contact us  directly  and  speak with  one of our  agents  please  contact  us  at  1-877-665-4655 to  discuss this matter  .
 
We look forward to welcoming you back on MSC Cruises in the near future.   
 
Sincerely, 
 
MSC Cruises (USA) Inc.
 
I'm usually pretty agreeable with customer service people, they have tough job but I'm really annoyed by this lol. Below is my latest reply, which will get me no where but I'm leaning towards just canceling and switching to another cruise line at this point. BTW, that 877 number is their normal customer service number. 
 
 
Good Afternoon,  
 
No, someone from the Existing Reservations Department may contact me, as soon as possible please. MSC wanted a good contact number and time to call which I promptly provided and have been waiting for nearly two weeks. A regular agent is probably going to tell me to email the Existing Reservations Department, like they usually do. 
 
I remain available at 555-555-5555. 
 
Thank you for your anticipated quick response.
 
Sincerely, 
 
Optimus Prime 
Link to comment
Share on other sites

Posted (edited)

You can try to transfer your booking to a large agency, get the 6 to 12% discount on the basic fare ( excluding port fees and taxes ) then tell the agency on the phone or email what exactly you want and they will do it for you.

So they are paying you 6 to 12% (in the form of a discount on your basic fare) to do the boring, time-consuming work for you!

Isn't that incredible?

 

I seriously doubt that anyone from MSC is going to call you, but they reply to emails.

Usually, the customer has to phone MSC.

Edited by drsel
Link to comment
Share on other sites

5 hours ago, drsel said:

You can try to transfer your booking to a large agency, get the 6 to 12% discount on the basic fare ( excluding port fees and taxes ) then tell the agency on the phone or email what exactly you want and they will do it for you.

So they are paying you 6 to 12% (in the form of a discount on your basic fare) to do the boring, time-consuming work for you!

Isn't that incredible?

 

I seriously doubt that anyone from MSC is going to call you, but they reply to emails.

Usually, the customer has to phone MSC.

Question when transferring to a large agency.  If they provide a rebate, is that usually in the form of on board credit?  I would assume so, as having to rebook would likely result in the loss of one's cabin and perks.

Link to comment
Share on other sites

Posted (edited)
1 hour ago, Stockjock said:

Question when transferring to a large agency.  If they provide a rebate, is that usually in the form of on board credit?  I would assume so, as having to rebook would likely result in the loss of one's cabin and perks.

In the case of MSC, the TA can reduce your basic fare by 6 to 8% for low price cabins/Cruises and 10 to 12% for expensive cabins/ cruises.

There is no need to rebook or cancel your existing cabin/Cruise but there is a time limit within which you can transfer it to a TA

 

The TA will try to offer you onboard credit (which they buy in bulk at a discount), but you should insist on an equal reduction in the basic Cruise fare instead

Edited by drsel
  • Like 1
Link to comment
Share on other sites

Transferring your booking to a TA will cost MSC 10 to 16 per cent of the basic fare, but they don't mind paying that in order to avoid dealing with angry, irritated customers,😉

Link to comment
Share on other sites

  • 3 weeks later...

Never received a call from MSC, something they wanted to do, and they haven't sent any additional emails to me. I finally gave up since our final payment was due in four days and I didn't want to shell out an extra $5,000 and hope that MSC gave it back to me (lol).

I was chatting with my folks recently and mentioned our issues with our upcoming cruise and they mentioned that if we couldn't work it out they'd be happy to schedule a cruise with us (they prefer Princess and Celebrity). My Dad is finally retiring and they usually take us on a cruise every five years for our wedding anniversary so this seemed like a good option. We pretty quickly got organized and are cruising with them in late January, onboard the Enchanted Princess for nine nights for Fort Lauderdale.

 

Today I called up MSC and changed our screwed up Meraviglia booking to the Fantasia out of Barcelona. Originally we were going to book for late October 2022 but MSC wouldn't let us use our FCC for that date and said we had to use it by the end of September 2022. It was slightly more expensive to sail in September but we're finally booked for seven nights in the Fantasia's YC. We were looking forward to another 14 nights on the Meraviglia but it will be our first time in YC and our first trip tp Spain. Hopefully the cruise industry will have stabilized a lot between now and then. Our 15th wedding anniversary will be during the voyage so hopefully Palermo is a nice place to celebrate another year of marriage lol.

  • Like 1
Link to comment
Share on other sites

Posted (edited)
18 minutes ago, optimusprime82 said:

Never received a call from MSC, something they wanted to do, and they haven't sent any additional emails to me. I finally gave up since our final payment was due in four days and I didn't want to shell out an extra $5,000 and hope that MSC gave it back to me (lol).

I was chatting with my folks recently and mentioned our issues with our upcoming cruise and they mentioned that if we couldn't work it out they'd be happy to schedule a cruise with us (they prefer Princess and Celebrity). My Dad is finally retiring and they usually take us on a cruise every five years for our wedding anniversary so this seemed like a good option. We pretty quickly got organized and are cruising with them in late January, onboard the Enchanted Princess for nine nights for Fort Lauderdale.

 

Today I called up MSC and changed our screwed up Meraviglia booking to the Fantasia out of Barcelona. Originally we were going to book for late October 2022 but MSC wouldn't let us use our FCC for that date and said we had to use it by the end of September 2022. It was slightly more expensive to sail in September but we're finally booked for seven nights in the Fantasia's YC. We were looking forward to another 14 nights on the Meraviglia but it will be our first time in YC and our first trip tp Spain. Hopefully the cruise industry will have stabilized a lot between now and then. Our 15th wedding anniversary will be during the voyage so hopefully Palermo is a nice place to celebrate another year of marriage lol.

Not sure if you are willing to consider that Fantasia out of Barcelona slightly later (late Nov or Early Dec, I believe), but if so, it's a Voyagers Select sailing.  So not only was it dirt cheap to begin with, but you get 20% off and double Voyagers Club points.  

Beyond that, the Yacht Club cabins are as cheap as I've seen them, net, after the 20% discount.  So if you've always wanted to try YC, it could offer a good opportunity.  One negative though is that the weather will be a bit cooler.

Let me know if you need help finding what I'm referring to, if interested.  I think the Yacht Club exterior cabins ran $1,200 USD or so for a 7-night sailing, and I thought that was a great deal.  Standard balcony cabins much less than that.

Edited by Stockjock
Link to comment
Share on other sites

1 minute ago, Stockjock said:

Not sure if you are willing to consider that Fantasia out of Barcelona slightly later (late Nov or Early Dec, I believe), but if so, it's a Voyagers Select sailing.  So not only was it dirt cheap to begin with, but you get 20% off and double Voyagers Club points.  

Beyond that, the Yacht Club cabins are as cheap as I've seen them, net, after the 20% discount.  So if you've always wanted to try YC, it could offer a good opportunity.  One negative though is that the weather will be a bit cooler.

 

I'd be open to a later sailing but the cost would have to be a lot cheaper to offset the $750+ FCC that MSC won't let us use beyond September 2022. When I called today I was trying to book for 10/29/22 and they wouldn't let me change the booking to that date and still apply the FCC. I'll check it out though, if the savings are good enough I'd let the FCC expire.

Link to comment
Share on other sites

2 minutes ago, optimusprime82 said:

 

I'd be open to a later sailing but the cost would have to be a lot cheaper to offset the $750+ FCC that MSC won't let us use beyond September 2022. When I called today I was trying to book for 10/29/22 and they wouldn't let me change the booking to that date and still apply the FCC. I'll check it out though, if the savings are good enough I'd let the FCC expire.

It might not help, but I recommend calling 866-420-3584, which is the Resolutions Dept.  They seem to have more authority than the "regular" customer service agents.  Might not help, but it couldn't hurt.  Just try to figure out precisely what you'd like to do and then see if they can make it happen.  Worth a shot, imo.

  • Thanks 1
Link to comment
Share on other sites

  • 2 months later...

I'll add this video to the thread, as it ties in with the theme.  He has several concerns, but looks like they essentially double billed him and then tried to force him to take a Future Cruise Credit to resolve their error.  Finally, they agreed to pay him back, but said it would take months.  The fellow was forced to dispute the charge on his credit card.
 

 

Edited by Stockjock
  • Like 1
Link to comment
Share on other sites

I've got yet another in a long series of the "Comedy of Errors".  If only they were funny.

Booked a 10 night summer 2022 cruise.  I had a 15% off certificate, so my total price was $1,950.20, and I have an invoice showing this.

I noticed that they were having a free balcony upgrade promotion and the price was even lower than the discounted price.  Called MSC and asked if I could switch to it.  She said, "Yes you can and it does look like you can save some money".  I asked if she could retain the same cabin and apply the 15% customer care certificate (past issues) and she said yes.

She put me on hold for roughly 25 minutes.  She did come back several times to tell me that she was working on it.  While I was on hold, I noticed that the promotion for that particular sailing went away.

She came back on the line and said she must have been looking at an 8 night, because the 10 night wasn't eligible.  I told her that the 10 night had been eligible, but it became ineligible while I was on hold.  I know this because I got the e-mails saying, "Hurry, continue planning your cruise" and that link did take me to the 10-night I was viewing, only now at a much higher price.

The agent, who was very nice, assured me that she hadn't changed my current reservation.  Not only that, they had failed to apply the 15% discount, so she would contact Italy and have them do so.  Great, now I would get another 15% off.  I was fine with that.

It's been several days now.  I checked the reservation tonight.  Rather than decrease it from the prior $1,950.22, they instead increased it to $2,320.  So that call caused my price to increase by almost $400.

Seems like each time I call them, something gets messed up.

It's a Comedy of Errors.

Edited by Stockjock
Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

  • Forum Jump
    • Categories
      • Thank You for 25 Years - Click for Fun Stuff!
      • Forum Assistance
      • ANNOUNCEMENT: Virgin Voyages. It's Go Time
      • New Cruisers
      • Cruise Lines “A – O”
      • Cruise Lines “P – Z”
      • River Cruising
      • ROLL CALLS
      • Digital Photography & Cruise Technology
      • Special Interest Cruising
      • Cruise Discussion Topics
      • UK Cruising
      • Australia & New Zealand Cruisers
      • Canadian Cruisers
      • North American Homeports
      • Ports of Call
      • Cruise Conversations
×
×
  • Create New...