Complaints

This profile includes complaints for MSC Cruises, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MSC Cruises, Inc.

  6451 N. Federal Highway Fort Lauderdale, FL 33308

• 

  MSC Cruises, Inc.

  6750 N. Andews Ave. # 100 Fort Lauderdale, FL 33309

• 

  MSC Cruises, Inc.

  2 S Biscayne Blvd STE 400 Miami, FL 33131-1806

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 21, 2025, at 9:10 AM, I booked a cruise with MSC Cruises to celebrate a family members 50th birthday. Unfortunately, due to a personal URGENT emergency, I had to cancel the reservation at 10:10 AM just within one hour. At the time of cancellation, the charge was still pending on my credit card.I spoke with several *** customer service representatives, all of whom assured me that because I canceled within an hour, all fees would be waived and the full amount would be refunded back to the original payment. I was told the refund would be processed quickly.Despite this, the pending charge later cleared. I contacted MSC again and was told by the original booking agent that the refund could take 2 to 3 billing cycles (up to 3 months) to appear on my credit card. This is unacceptable, especially considering the cancellation was made within an hour of booking and before the cruise date.I am currently and recently unemployed, and these funds are urgently needed. I am a loyal MSC cruiser and have previously encouraged friends and family to book with the company. However, this situation has been extremely frustrating and disappointing.I am requesting that *** honor their verbal commitment and refund the full amount immediately. A refund for a same-day cancellation should not take three months to process.This experience has caused undue stress, and I am now hesitant to recommend MSC Cruises to anyone. I am seeking immediate resolution through the BBB so that my funds can be returned without further delay.Screenshot attached

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon leaving my cruise last week I found my bank account had been billed over $250 by MSC. We initially suspected fraud since we not expecting these charges. I emailed to request an itemized bill from MSC. Turns out the charge is a ************** Charge," which is a sort of forced gratuity. The real issue here is that at my initial booking, I was never informed of the hotel service charges. I replied back with this concern, as well as a forwarded copy of my booking confirmation as proof. Their response was "Im truly sorry to hear that you were not aware of the hotel service charge. We understand how unexpected charges can be frustrating, and we sincerely regret any confusion or inconvenience this may have caused.Please know that these charges are intended to recognize the hard work of our dedicated crew members including stateroom attendants, dining and bar staff, culinary teams, and many others behind the scenes for all of whom work tirelessly to create a memorable experience for our guests. Regrettably, as noted in our policy, these charges are non-refundable and can only be addressed during your sailing."To which I responded "1: I would like some clarification on how I can legally be billed for something that was not disclosed to me ahead of time. 2: It was impossible to address this issue during the sailing as I did not receive an itemized bill in my app."In their response, they did not acknowledge my concerns about these highly questionable billing practices but just repeated that the fees are "non-refundable."Bottom line is that undisclosed fees are a major business problem. I hope the BBB can help.

  Business Response

  Date: 07/10/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest is seeing an unrecognized charge on their account. We understand how concerning that may be. The hotel service can either be added at the time of the booking or towards the onboard expenses. The charge is to ensure that the guests receive the highest level of standards. Regrettably, the charge is non-refundable. Please see the link below for more information. We apologize for the inconvenience.
  
  ***********************************************************************************
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23579865
  
  I am rejecting this response because: As noted in my initial comments, this is very bad business practice, which is at best unethical. As shown in my previous documentation, nowhere in the booking process is this disclosed. I have no illusions that MSC cares enough about customer service to refund me, but I hope that I can inform others to be aware of these shady practices. 
  
  Sincerely,
  
  ***** L

  Business Response

  Date: 07/29/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns, please know that a copy of your comments has been forwarded to the appropriate management personnel so they can utilize your critique to improve the MSC Cruises experience. Please be assured that we recognize the importance of taking into account our guests concerns as we strive to continuously improve our offerings and services. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23579865
  
  I am rejecting this response because: it obviously makes no attempt to actually address my concern. 
  
  Sincerely,
  
  ***** L

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While on a cruise on *** MERAVIGLIA we encountered a terrifying security risk and immediately reported it to security in the ship. There was. an approx 300 lb adult Black male walking completely **** and covered in his own human f**** walking through the ship with liquid human f**** falling from him as he walked He further had put his mown hands on it and wiped his hands all over his body and face leaving large puddles of fou smelling stook everywhere he walked. The stench was behind vile and the *** carpet drenched in his f**** was grotesque. I had my very young children with me and was terrified for their safety. We immediately reported the incident to *** security who while witnessing the f**** did not apprehend the man Inassume because of their own disgust to touch him. I then saw the man touching all the spoons in the buffet and was repulsed beyond words. My family and I would not eat ***s food after that for obvsious reasons and Indid not feel safe having my children navigate the ship knwomg thsi man was not apprehended. Our trip was ruined and the remaining duration on the ship is likened to being imprisoned as we were unable to leave. After disembarking we contacted **** CEO, Mr. ***** *********, at ****************************************** as well as the CEO of overseas operations, Mr. ****** ******* at ****************************************** We and we sent them numerous photos of the vile human f**** all over the *** carpets. We were originally promised by *** that we could take our next cruise in a better cabin at no additional charge. We proceeded to book a cruise aboard a differant ship in their fleet. Nevertheless, we were forced to disembark and not take the cruise after realizing that they had engaged in what appears to be a BAIT & SWITCH as they gave us a drastic downgrade from what was promised in a recorded call. Neither CEO seems to care enough about its passengers to even respond to our repeated correspondence that included numerous photos.

  Business Response

  Date: 07/09/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear about the guest onboard experience. We kindly ask that the guest provides their booking number so we can further review their concerns.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 07/17/2025

  The booking number requested from  MSC CRUISES may be obtained directly from the MSC employee, **** ********, who is well aware of the matter.  Ms. ******** may be reached directly at ************.   Furthermore, the CEO of MSC Cruises, Mr. ***** ********* is also well aware of the situation and may be contacted directly as well for further information at ********************************************************************************

  If your office should have any further equations, I may be reached directly at ************.

  Thank you,

  AGM

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23568594
  
  The booking number requested from  MSC CRUISES may be obtained directly from the MSC employee, **** ********, who is well aware of the matter.  Ms. ******** may be reached directly at ************.   Furthermore, the CEO of MSC Cruises, Mr. ***** ********* is also well aware of the situation and may be contacted directly as well for further information at ********************************************************************************
  
  If your office should have any further equations, I may be reached directly at ************.
  
  Thank you,
  
  AGM

  Business Response

  Date: 07/18/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  An extensive investigation has been undertaken and found no substantiation of Ms. ********* claims. Ms. ******* has rejected repeated attempts at a reasonable resolution. She has the contact information for MSC's counsel, to whom she may direct further communications.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 07/26/2025

  The response your office received is in direct contradiction with the conversations with MSC which confirmed the incident.  In addition, numerous photographs showing MSC MERAVIGLIA CRUISE SHIP carpets covered with ***** matter exist and several have been sent to both MSC legal as well as the CEO of ***, Mr. ***** *********.

  Furthermore, in my opinion,  reasonable attempts have not been made by thsi business  to rectify the issues and in fact it is I who engaged in reasonable attempts to move past this incident.  In fact, MSC, in my opinion, has repeatedly engaged in deceptive  business practices and has not even responded to requests for clarity as if their crusise ships are guided by the New York Deoartmebt of Health in addition to the ****

  Lastly, , while I do have the contact information for Mr. **** *****, a purported Attorney stating to represent MSC, that individual does not consistently reply to requests for resolution which certainly gives the impression that MSC does not care about health, safety and security issues aboard its cruise ships. 
  

  We have made numerous attempts toward a very reasonable resolution and repeatedly MSC has attempted to resolve the matter with much less than what was originally discussed.  We have suffered extreme emotional distress due to the gross incompetence of MSC and recorded telephone  calls, numerous videos and many photographs. which exist confirming that *** in fact has confirmed that the incidents described did in fact occur as described.  After what I have experienced I truly feel that MSC cruise ships grossly lack in security and safety measures tomoritwct its passengers.  I now fully can uberated and appreciate how passengers go missing and end up going overboard without explanation. In fat, on 3/16/24, shortly after the incident my family suffered on an MSC cruise ship, there was a widely reported incident of a 23 year old passenger aboard an  MSC CRUISE SHIP that in fact did go overboard.  My condolences go to the family as I fear what investigation, or lack there of , was conducted to justify this 23yo going overboard.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23568594
  
  The response your office received is in direct contradiction with the conversations with MSC which confirmed the incident.  In addition, numerous photographs showing MSC MERAVIGLIA CRUISE SHIP carpets covered with ***** matter exist and several have been sent to both MSC legal as well as the CEO of ***, Mr. ***** *********.
  
  Furthermore, in my opinion,  reasonable attempts have not been made by thsi business  to rectify the issues and in fact it is I who engaged in reasonable attempts to move past this incident.  In fact, MSC, in my opinion, has repeatedly engaged in deceptive  business practices and has not even responded to requests for clarity as if their crusise ships are guided by the New York Deoartmebt of Health in addition to the ****
  
  Lastly, , while I do have the contact information for Mr. **** *****, a purported Attorney stating to represent MSC, that individual does not consistently reply to requests for resolution which certainly gives the impression that MSC does not care about health, safety and security issues aboard its cruise ships. 
  
  We have made numerous attempts toward a very reasonable resolution and repeatedly MSC has attempted to resolve the matter with much less than what was originally discussed.  We have suffered extreme emotional distress due to the gross incompetence of MSC and recorded telephone  calls, numerous videos and many photographs. which exist confirming that *** in fact has confirmed that the incidents described did in fact occur as described.  After what I have experienced I truly feel that MSC cruise ships grossly lack in security and safety measures tomoritwct its passengers.  I now fully can uberated and appreciate how passengers go missing and end up going overboard without explanation. In fat, on 3/16/24, shortly after the incident my family suffered on an MSC cruise ship, there was a widely reported incident of a 23 year old passenger aboard an  MSC CRUISE SHIP that in fact did go overboard.  My condolences go to the family as I fear what investigation, or lack there of , was conducted to justify this 23yo going overboard.
  
  Sincerely,
  
  **** M

  Business Response

  Date: 07/31/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Several attempts were made to offer a resolution to *********** however, Ms. ******* declined. At this stage, as the matter is now being handled through legal channels, we are no longer in a position to assist further from this department. Should Ms. ******* have any additional questions or require further clarification, we kindly ask that Ms. ******* continue communication directly with MSCs Counsel.
  
  Warm regards,
  CS
  MSC Cruises
  

  Customer Answer

  Date: 07/31/2025

  I wish to document that MSCs legal counsel, MR. **** *****, was in fact contacted, as per advisement, but he has not responded.

  MSC either has legal representation or it does not.  To divert all communication to an office that does not respond, in my opinion, seems to indicate a constructive lack of representation and seems to be indicative of a lack of respect and regard that MSC has for its passengers and their safety on board their cruise ships.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23568594
  
  I wish to document that MSCs legal counsel, MR. **** *****, was in fact contacted, as per advisement, but he has not responded.
  
  MSC either has legal representation or it does not.  To divert all communication to an office that does not respond, in my opinion, seems to indicate a constructive lack of representation and seems to be indicative of a lack of respect and regard that MSC has for its passengers and their safety on board their cruise ships.

• Initial Complaint

  Date:06/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise for my son, wife and myself. I printed off my contract 2 days before we left sent to be via email by ***. This is the following that was on my contract I did not get that I paid for as part of my package. *Premium MiniBar (First minibar items for free.) I was told I had to pay for them even though it does not state that anywhere in the important note or terms and conditions.* In-Suite Espresso Machine amenities. Was told I don't recive them as part of my package.****** Experience. To many people using the spa for us to book times on the trip. Only got to use it twice. Allowing people to pay for this seperatly took away from the package we paid for.* Did not recieve Priority Disembarkation at anytime. Only boarding when we arrived to board the ship.*Water....... We were told we had to pay for water on the island. No free water on ********* (private island). ********** age was changed from ***** yr old to ***** yr old after we boarded the ship. One of the main reasons we booked this ship was for our teen son and the age for the teen lounge. Was disappointed about the younger kids being added to this as it had been a problem on past cruise lines. *Sport Court had no postings on when it could be used for free time for the teens or anyone to play basketball. To controlled. Even the Volleyball courts on the island where controlled play. We could not use them on our own.*Rewards points for 8 day cruise with Aruea Grand Suite with Terrace. Have emailed this department multiple times with not answers. Company states points will take up to 10 days to show. Its been 21 days.I was offered $270 credit in total for my whole family if I book another curise within a year. I was not given any options. I did try to handle these issues on the boat like MSC states, but was told to contact corporate as they could not give me any answers.

  Business Response

  Date: 06/27/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns with their overall experience. We do see that the guest was in communication with the post cruise team who assisted the guest in offering a future cruise credit. Concerning the voyagers club, we kindly ask that the guest allow that team more time to review and respond with their findings. We truly apologize for any inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 06/27/2025

  I have attached a copy of the full email sent back and forth by both teams. This shows no contact and comunication by one with still not responding contact. The other one shows I was told what I was getting with no resolution and follow up contact and communication from that. Thank you. 

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23500875
  
  I am rejecting this response because: This is the communication emails being sent showing one that is not being responded to. The other ones is telling me what I am getting and not trying to resolve the issues with me as the customer. The follow up email was also never responded to. Thank you.
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 07/09/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We understand the guests concerns. The post cruise agent named ********* assisted the guest with a future cruise credit as compensation for their inconvenience. Regrettably, we are unable to provide any further compensation. Regarding the voyagers club email, we do see that the guest emailed that team and kindly ask that the guest allows team more time to review and respond. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/29/2023 cruise was booked for April 2026. Cruise was paid in full in the amount of $1381.16 April ******* email was sent out stating the cruise was cancelled "Due to the scheduled maintenance, it is with deep regret that we inform you that your sailing on 4/5/2026 has been cancelled."Email stated that the booking would be updated by April 24, 2025. And refund would automatically be processed May 20, 2025. April 24 called msc for refund. After being on the phone for over an hour with call being dropped repeatedly I was told the booking was not updated in the system. May 9 after waiting 10 days to call back on update to booking and refund. I was notified the booking had been changed to March 2050 with no explanation to why it was changed. Representative stated that all the previous notes were no longer available since the booking was showing cancelled. I was told the refund would take 7-10 days. May 22 after waiting well past the 10 days I called again, as no refund had been administered to the card used. I was informed that the booking was not cancelled as I was previously told. I did receive an email confirming the cancellation. The representative stated it would take up to 10 days to process the refund and then up to 2 weeks to process the refund.

  Business Response

  Date: 06/17/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest has not yet received their refund, we understand how concerning that may be. The standard refund timeframe is between 30 business days. The refund was successfully processed on 06/13/25 and can take between 3-5 business days to reflect within the account. We apologize for any inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I would highly suggest that cancellations made by MSC be timely refunded and the process easier. It's very unfortunate that we didn't get to try MSC and after this experience, we never will. To have a vacation cancelled is disappointing enough but to have to jump through hoops and waste hours of back and forth just to get a refund is unacceptable. 

  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We initially had two cabins: ***** and *****. On Day 2, ***** began to smell like sewage. I reported it to *************** who said it would be addressed. That evening, the odor remained. I followed up, and a cleaning manager arrived after midnight to sanitize the room. Because it was so late and the issue persisted, we were placed in a temporary forward cabin. The excessive motion made our son sick, and he had to sleep on the couch in ***** without bedding. I couldnt sleep due to nausea from the *********** 8 a.m., we were told the original room was sanitized. We returnedsmell still there. ************** told us to return at 4 p.m. for a new room. At 4, they said come back at 8. At 8, come back at 10. At 10, they tried putting us in ***** (again, forwardtoo much movement). Eventually, we were told to view another room supposedly vacant. When we arrived, it was locked with a Do Not Disturb light on. After knocking, an *** employee exited the room with two homosexual men. Surprised, he said he was just showing the room and quickly left with the two men, who also scattered. I reported this to ****, the manager, who denied it happened. I told her to check the cameras at 11:20 ****** appeared the employee was using an unoccupied room inappropriately. After arguing and losing two nights of sleep, we were finally moved. Days later, I was offered kayak and daybed vouchers by **** as compensation. We used the daybed vouchers for umbrellas, but the kayak voucher (valid 94) was uselesswe were told to come back after 3:30 due to no lifeguard. I was leaving at 3:30, so we never used them.Also, our ******* for *****, ******, was rarely around and scolded me for declining cleaning one day. With four of us in a two-person cabin, I had every right. Upon disembarking, I called MSC and spoke with Fotunate, who claimed my upgrade was compensation. I didnt want an upgradeI wanted a clean room, not one that smelled like sewage or was used as a hookup spot.

  Business Response

  Date: 06/27/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear about the guests expierence with their cabin,we understand how concerning that may be. We kindly ask that the guest provides their booking number so that we can further assist.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 06/28/2025

  Booking numbers requested by 

  62263609

   62263709

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23464867
  
  Booking numbers requested by 
  
  62263609
  
   62263709

  Business Response

  Date: 07/09/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Thank you for the guests booking number. After further reviewing the guests concerns, we have emailed them directly to offer a future cruise credit for the cabin odor. The other concerns the guest had have been passed to leadership for their internal review. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23464867
  
  I am rejecting this response because: if your company thinks that a $166.42 future cruise credit is going to replace the fact that we had 1/2 of our vacation ruined due to smell and we ended up witnessing one of your employees after doing what can only be assumed as unmentionable things in a cabin with other guests is going to fix this issue you are wrong. 1/2 of my vacation where I spent thousands of dollars to relax was spent dealing with issues about your company and ship.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter and her friends booked a msc cruise in January. The three girls were 18 years old when they booked. The cruise was set to sail on 06/08/2025. They did not allow them on the ship, they said they had to be 21. On ****** it says on May 15 2025 they changed the age policy. They all had adults sign for them to go on the ship and I signed as well. They refuse to give them a refund, even though it was never mentioned that they had to be 21, and it allowed them to book the room. The cruise ship also took their luggage and didnt return it to them. I called several times for a refund and they just say no. The customer service is horrendous, and not helpful at all. I have called the company more than once and when I ask for the name of the person Im talking to they hang up the phone. They should have been allowed on the boat with the adults that signed with them. They wont tell us how to get the luggage back as well.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking # ******** - MSC Seaside 1/19/2025. The cruise was paid in full on 10/23/2024 for $522.14. The cruise sailed on 1/19/2025 and returned 1/25/2025. On 1/23/2025, the ship was unable to port on the island of ******, ******** - as was announced by the captain - due to adverse weather. This was an itinerary change, therefore before disembarking the ship, I requested with cruise services to be provided a letter/itinerary change document that would state the reason of the missed port. I was told that this could not be provided onboard and that I should contact customer service after the cruise. After weeks of calling customer service, I was finally emailed a letter that states missed port due to "operational reasons." I contacted customer service again, requesting that an updated and accurate letter be provided to reflect what was announced onboard, which is that the shipped missed port due to adverse weather and not operational issues. After being told on several occasions that the request would be escalated - over a period of about 4 months, I was finally told that "operational reasons" is the only statement that would be provided. There are examples online of *** providing letters that clearly state what the issue was and how they had to reroute the ship or otherwise make adjustments. In this case, they refuse to provide anything other than a general, nondescript statement that does not really apply to what happened. This cripples my ability to collect on a travel insurance claim that would be paid if not for *** being misleading and refusing to give accurate information that could be provided to my insurance company. All I am seeking is a corrected letter (inaccurate letter attached to this claim) which states that the missed port was due to the adverse weather conditions.

  Business Response

  Date: 06/11/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We understand the guests concerns with missing the port. Were sorry to hear that the insurance letter has the incorrect ship notation. Please see the attached corrected letter.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I complained to 10 different people at *** but they said they didn't care what I had to say and to just fill out the post ship survey but I never got one emailed to me. I was disrespected by ***** the reservations manager in the dinning room and didn't even know what our table was so we got moved 5 times.

  Business Response

  Date: 06/11/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear about the guests experience in the dining room. We strongly encourage guests to speak with guest relations as they strive to promptly address any concerns in a timely manner to ensure a satisfactory experience. We will certainly pass the guests feedback to the appropriate personnel for their internal review. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23441961
  
  I am rejecting this response because:I did 10 times and they said they couldn't care less. That's the problem with *** is they have the worst customer service and no one cares. I said this muitple times so I don't get why I get a auto response. You guys let your employees get away with getting people sick and disrespecting people and won't fix your broken and failing cruise line. I've been trying to get this fixed for 3 weeks and got no where. This is ridiculous.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 06/13/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We will certainly pass the guests feedback to the appropriate management team so they can further review any areas of opportunities. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23441961
  
  I am rejecting this response because:
  Did anyone even read this? I said I complained on board the guest services and they didn't care and the cruise was over 3 weeks ago so I'm not in the ship anymore to do that.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a cruise for 4 nights due to the hurricane they changed the cruise from 4 nights to 2 days. I have been refunded the add on from my cruise package add on because it was for my birthday but have not been refunded for the cruise part of the trip. The trip cost me $390 with the travel insurance added on. I was told I could get it refunded back to me and have not received it since the cruise. I have been in contact and waiting for my refund and still have not received it since September.

  Business Response

  Date: 06/11/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest has not received their refund,we understand how concerning that may be. For this sailing, due to Hurricane ******, the guests were provided with 2 options. The first option was to sail for only 2 nights instead and to receive a prorated refund for 1 night of their cruise fare. The second option was to cancel their sailing and receive a future cruise credit for the amount the guest paid for their booking. This guest opted to cancel their sailing, therefore, they received a future cruise credit. The guests total for the booking was $390, the port fees and taxes of $43 was refunded on 9/26/24 which left a total for the credit to $347. Regrettably,since the future cruise credit was selected, we are unable to provide any additional refunds. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to take part in the future cruise credits and receive those since it was the one of the two options.
  
  Sincerely,
  
  ******* ********