Never will I complain about how Princess handles Cancelled Cruised after my MSC

[Essiesmom]

6 hours ago, cr8tiv1 said:

 

The referenced YouTubers returned several times to their site to follow up on their MSC experience.  They were able to do a zoom conference call with corporate who apologized profusely for the misunderstanding.  The YouTubers have put this aside and all has been cleared.

 

I am not defending MSC for this latest delay.  It was something that was completely out of their control.  As stated, the port staff that allowed the Bolivian guests to board is a good place to start.  MSC could have required guests on board to clear required documents before the ship arrived (but then it would still have been too late). 

 

This reminds me of the long long lines of people trying to clear Covid forms before arriving in Hawaii post pandemic.  Or Japan that made us fill out immigration forms for Korea before we got there.  

 

This is not as bad as Princess cancelling Sun "inaugural cruiseS" at the last minute.  MSC was held up by Spain. 

 

On cruises from the US, the manifest that is submitted before departure is checked by CBP or some agency while the ship is at sea.  Any irregularities found, the guest is met when the ship returns and sometimes escorted off in handcuffs.  Outstanding warrants, etc.  I suspect the same thing happens with all ships.  The manifest was submitted, and while Armonia was at sea, either Spain or some EU agency checked the manifest.  And perhaps one of the Bolivians popped up as someone whose visa application would have been denied.  And since the visas were faked, there was no record of a visa application.  That triggered an examination of all of the Bolivians, and there was no record of visa application.  MSC would have been informed and likely spent a great deal of time trying to find a solution without having to cancel the embarkation in Rome.  But they were not given the choice.  What puzzles me is why MSC didn’t offer those guests the option of boarding at the next port, Messina.  EM

[merryjewelhound]

I have wondered that myself why we weren't offered the option to join at the next port.

[tonit964]

8 hours ago, Snaxmuppet said:

Yes, the apology came afterwards... when corporate discovered the impact it had. It was just inexcusable IMO and not something that a corporate apology remedies for me.

Exactly. Once MSC found out who they were, they apologized.

[ChutChut]

12 hours ago, merryjewelhound said:

We made it safely home last night. My refund has already been posted. I am sorry I will never get to try MSC but could never trust them again. I did purchase MSC cruise insurance and we started a claim the day of the cancellation. I will keep you updated. I don't know what MSC could have done differently. BUT some show of caring (other than the cruise credit as I would need to have my head examined before I would use). I hope others that were stranded are able enjoy the rest of the journey. Plus now I have a dramatic cruise tale. I was telling the flight attendant and he couldn't believe.....

Xinran good luck.

Very smart to purchase the insurance. Hopefully, the policy references reimbursement for this type of bizarre situation. True - you have an incredibly story to share. Glad you made it home safely.

[azbirdmom]

10 hours ago, cr8tiv1 said:

This is not as bad as Princess cancelling Sun "inaugural cruiseS" at the last minute.

 

Actually I think it's pretty bad that folks showed up at the port for their cruise only to be told that the cruise was cancelled.  I can't even imagine being in their shoes.

[kitkat343]

I usually purchase non-cruise line travel insurance.  If something like this happened, I'm sure the cruise would be reimbursed, but what happens about the hotels?  How much of an obligation does a passenger have to try to limit costs or can they just check into the four seasons and call it a vacation (I'm sure that's not going to be reimbursed but what level of hotel would at the last minute?)  I would imagine your first call would be to your trip insurance hotline, but does anyone know how something like this is handled halfway around the world?

Edited April 7 by kitkat343

[Xinran]

46 minutes ago, kitkat343 said:

I usually purchase non-cruise line travel insurance.  If something like this happened, I'm sure the cruise would be reimbursed, but what happens about the hotels?  How much of an obligation does a passenger have to try to limit costs or can they just check into the four seasons and call it a vacation (I'm sure that's not going to be reimbursed but what level of hotel would at the last minute?)  I would imagine your first call would be to your trip insurance hotline, but does anyone know how something like this is handled halfway around the world?

You’re spot on, asking these questions. 
 

I can only tell you what we’ve discovered so far…

 

We bought extra cruise insurance cover, on top of what is already considered premium travel insurance. Our insurance would have covered us for missed ports, and a curtailed cruise (as well as much more), but the insurance company could not find a way to cover a cruise cancelled before departure, as they say that responsibility lies entirely with the cruise company.
They say that MSC (via TA if applicable) is responsible for covering the cost (minus the original cruise cost), if the journey, accommodation and all other reasonable expenses required to get us to our final cruise port destination.

MSC and our Travel Agent say it is the insurance company that is responsible, and have so far refused to discuss it with us.

It is frustrating that we haven’t a clear steer.
 

So we’re currently concentrating on getting home, and on enjoying the journey. We’re experienced, mostly independent, travellers, and know how to get around - however, this has proved quite stressful, and hasn’t run smoothly. It really isn’t as simple as getting on a train in Rome and landing in Venice.  

We will pick up when we get back, as even with carefully managed moderate spending, we will be considerably out of pocket, once the cruise cost is refunded.

 

Nevertheless, I do appreciate these are First World Problems! And as Merryjewelhound points out, it’s given us a tale to tell 😊

[ontheweb]

On 4/6/2024 at 3:19 PM, Xinran said:

The problem is that you then need to spend five days waiting for your flight home. Accommodation, food, drink entertainment at added cost. 

We were also left high and dry in Rome because of this incident. We’re making the most of our journey across Italy to Venice, to catch our flight back. But it’s most definitely not been the relaxing holiday we bought into.

The MSC employees at the port in Civitavecchia non-apologetically giggled when we asked whether MSC would be organising our journey to the final port, Venice. We were told it was easy to catch the train to Rome, then Venice, and were directed to the public bus to the train station.

We weren’t annoyed at the giggling staff - they were young, inexperienced and unfairly put in a position, way beyond their capabilities, to deal with the growing number of shocked and confused passengers.

 

 

 

I'm sorry, the giggling by the staff is unprofessional and inexcusable. I don't care how young they were. Whether it was the fault of MSC or not, they should now be taking charge and seeing to the needs of their stranded passengers.

[ontheweb]

26 minutes ago, Xinran said:

You’re spot on, asking these questions. 
 

I can only tell you what we’ve discovered so far…

 

We bought extra cruise insurance cover, on top of what is already considered premium travel insurance. Our insurance would have covered us for missed ports, and a curtailed cruise (as well as much more), but the insurance company could not find a way to cover a cruise cancelled before departure, as they say that responsibility lies entirely with the cruise company.
They say that MSC (via TA if applicable) is responsible for covering the cost (minus the original cruise cost), if the journey, accommodation and all other reasonable expenses required to get us to our final cruise port destination.

MSC and our Travel Agent say it is the insurance company that is responsible, and have so far refused to discuss it with us.

It is frustrating that we haven’t a clear steer.
 

So we’re currently concentrating on getting home, and on enjoying the journey. We’re experienced, mostly independent, travellers, and know how to get around - however, this has proved quite stressful, and hasn’t run smoothly. It really isn’t as simple as getting on a train in Rome and landing in Venice.  

We will pick up when we get back, as even with carefully managed moderate spending, we will be considerably out of pocket, once the cruise cost is refunded.

 

Nevertheless, I do appreciate these are First World Problems! And as Merryjewelhound points out, it’s given us a tale to tell 😊

Unfortunately, you may need an attorney to get someone to pay. Each pointing the finger of blame at one another is just wrong.

 

At least for what you paid MSC, maybe you can challenge with your credit card company as they did not provide the services you paid for.

Edited April 7 by ontheweb
spelling correction

[deliver42]

MSC has the worst customer service in the industry. They just don't care.

[Oceansaway17]

On 4/4/2024 at 4:00 AM, Snaxmuppet said:

I feel for you.

 

Have you seen how MSC treated Ben & David, well-known video makes (can't mention the video site or I'll get into trouble!)...? 

well now all this just makes me less inclined to EVER go on MSC.

They are building a new terminal in Miami, and they will need to treat folks better given the competition.