Business Profile

Cruises

MSC Cruises, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

449 total complaints in the last 3 years.
173 complaints closed in the last 12 months.

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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:10/18/2024
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.
Hi,I have a big problem. My name is **** ******* and i am from ********Last month i lost my camera on the cruiseship MSC Seascape. It is a SONY DSC-WX500 (black)The front desk manager ( ******* *******) has found it and has send the camera to MSClostandfound .He was very helpfull and did a great job.The company lostreturns handles the lost items.Mister Khumalo told me that i have to claim the camera on the *** lostandfound ******* the camera is definitely in their possession ! ! !I filled in allready 3 times a claim but everytime it is deleted the day after.I got 3 ticketnumbers: ******** (is now pending) ******** ******** I have send allready a message to losterturns by mail, linkedinn, instagram, messenger but no one has answered me or has taken contact with **** have also tried to contact lostreturns by filling in a form on the site of ***************. But no reaction.I dont understand what the problem is.
Business Response
Date: 10/22/2024
Case ID: ********

To Whom it May Concern,

We certainly understand the guests concerns with not receiving an update for their lost item. Since you booked your cruise with the Belgium Market unfortunately, we do not have access to view your booking or to see any details. We kindly ask that you contact the Belgium Market for further assistance. We apologize for any inconvenience this may have caused.
Warm regards,

CS
MSC Cruises
Customer Answer
Date: 10/22/2024

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.

Sincerely,

**** *******
Initial Complaint
Date:10/15/2024
Type:Product 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.
My husband (**** *******) and I booked a cruise on the *** Magnifica from 10/7/2024 to 10/11/2024. This was our first cruise and we were very disappointed. Our ship cancelled the itinerary to the ******* that we paid for and gave no notice. The day we got on the ship, we received a paper informing us that we were no longer going to the ******* because of the weather. Although, *************** kept its itinerary. They could have emailed us about this change instead of waiting until we got on the ship. We would have rescheduled our trip. I received something I did not pay for and was highly unsatisfied with their remedy. The refunded us $8 in port fees although we spent over $800 on this trip! We should have been given the option to reschedule or given on board credit as an apology for the inconvenience.I am requesting a refund from this trip as it is not what I paid for, or an opportunity to go exactly where we planned. Otherwise, *** can count out on having my business ever again. Booking number is ********
Business Response
Date: 10/17/2024
Case ID: 22425938

To Whom it May Concern,

We understand how disappointing it is to have the guests
cruise experience disrupted, and we regret that they were unable to fully enjoy
their time. Their concerns are important to us, and we take them seriously. Please
know that these decisions are made after careful consideration as the safety
and well-being of our passengers are our top priority. While we are unable to
offer compensation for weather-related changes, we remain committed to ensuring
your overall experience is as enjoyable as possible. We apologize for any inconvenience
this may have caused.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 10/17/2024

Complaint: 22425938

I am rejecting this response because:
MSC knew well before that they were changing their itinerary and waited until the day we got on the ship to let us know without offering the opportunity to cancel or reschedule. That is the problem and compensation should be given or a small claim will be filed in court.

Sincerely,

Keya Reed-redmond
Business Response
Date: 10/18/2024
Case ID: 22425938

To Whom it May Concern,

We certainly understand the guests concerns. We understand
how disappointing it is to have the guests cruise experience disrupted, and we
regret that they were unable to fully enjoy their time on board. Their concerns
are important to us, and we take them seriously. Regrettably, we are unable to
provide compensation for adverse weather conditions. We apologize for the
inconvenience.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 10/18/2024

Complaint: 22425938

I am rejecting this response because they literally said the exact same thing as the previous response and are obviously not willing to take responsibility for willfully waiting until they say we board to give itinerary changes. They forced us to go somewhere we didn’t pay for and it’s as simple as that.

Sincerely,

Keya Reed-redmond
Initial Complaint
Date:10/15/2024
Type:Product Issues
Status:
UnresolvedMore 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 purchased a cruise back in Feb of 2024 for the *** Seashore July 4-7. In may I purchased and addon for ********** cabana for Ocean cay. In june ****************************************************************************************************************************************** and let them know that I did not have that card anymore and they needed to send me a check or I could give them another debit card since that one was cancelled. I was told it would take 2 billing cycles. I called at least one a week in July and kept getting the run around and them saying it still hasn't processed. In august I still have not received anything and was told that if I gave them my routing and account number it would be expedited. As of sept I still had not received anything again and I called daily and was put on hold and was told someone would call. Finally I got a call and an email on Oct 2 requesting a ACH for for my bank which I filled out and sent back. Still nothing. I sent emails daily requesting update. I called again on Oct 7 and was told that it was processed on Sept 24 to the card that was cancelled. Then received an email telling me to call the bank. I went to back explained and was told that that card was cancelled on 05/13 which I told them from the get go and nothing has came in on sept 24. Im just getting the runaround and they wont let me speak to a supervisor just say they will call me back. I need help.
Business Response
Date: 10/17/2024
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. We do see that the guest has been in communication with **** from the post cruise department regarding the refund.**** has reached out to the accounting team who advised the refund was successfully processed and confirmed by the bank. The transaction number for the refund is ******************.We recommend that the guest contacts their bank with the transaction number for further assistance. We apologize for any inconvenience this may have caused.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 10/18/2024

Complaint: 22425011

I am rejecting this response because: I have went to the bank and they have not received anything. This is the 2nd time I have had to go out of my way to the bank to ask. NOTHING

Sincerely,

******* Ireland
Business Response
Date: 10/26/2024
Case ID: ********

To Whom it May Concern,

We understand the guests concerns. We kindly ask the guest to continue to work with the supervisor **** as they have already been in communication with the accounting team. **** would be the best agent that can further assist the guest with a resolution. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 11/06/2024

Complaint: 22425011

I am rejecting this response because: they still have not u=issued refund, They sent email saying that it was processed on Sept 4th. I sent in my bank documents showing it never came through. then they asked me to send my bank info for june july and august. If the payment was sent on Sept 4 it would not be in there. these people are crooks and I want my money back..

Sincerely,

******* Ireland
Customer Answer
Date: 11/06/2024
I was told to send over bank documents for Sept and oct as they are saying money was sent on Sept 4th, Nothing was sent. then they requested JUNE JULY AUG. I will not send over my bank information for other months when they said it was processe *** Sept 4th. This has been going on since June ridiculous.
Initial Complaint
Date:10/12/2024
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.
Explained to cruise line that due to extraordinary circumstances I needed internet to rebook flights and let my daughters father know she was okay. Was informed I must purchase internet package for duration of travel. An hour later the cruise line announced they were giving it away for 99 cents a day and refused to reverse charge or credit. Final night and day I was cut off completely from using internet further complicating situation and staff offered no solution. Should seem the cruise line was so concerned about the loss of profit being forced to keep us at sea an extra day they really didnt care to accommodate or assist
Business Response
Date: 10/16/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear a lower rate for internet was announced by the ship after the guest purchased internet. We understand how concerning that may be. We have reached out to the ship for further assistance in regard to refund information. We will follow up with the guest when we have received a response.

Warm regards,
CS
MSC Cruises
Initial Complaint
Date:10/10/2024
Type:Product 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.
booked a cruise with *** traveling from ******* on 09/29/2024 with booking number ******** contacted the merchant for a free change with in the 30day policy before trip merchant didn't honor it. i asked for discount of the price of my trip since it was about 50% cheaper now than when I've booked it and was giving the run around. merchant decided to cancel my booking 10 days prior to my trip with no advance notices. keep in my whole trip with already paid in full. supporting documents for the free change policy, my phone record with the merchant and the merchants cancelation email is all available upon request.
Business Response
Date: 10/16/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guests booking was cancelled, we understand how concerning that may be. Concerning the cruise move, may the guest please provide the phone number they used when calling customer service along with the day they called? Regarding the price match, the request was denied due to the guests booking being in the penalty period. The guest processed a chargeback with their banking institution to dispute the charges made towards the booking. Due to the guest submitting a chargeback the booking was cancelled.Regrettably, since the booking was within the penalty period, we are unable to provide the guest with a refund. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 10/17/2024

Complaint: 22404641

I am rejecting this response because:
I called on August 30, 2024 at 9:51 Am to the merchant's customer service number which is **************. I wasn't in any penalty period as i called 30 days before the trip. a charge back was started with my credit card due to the fact that the merchant didn't honor their own policy on free change with in the 30 day period before the trip, and for the cancelation of the booking by the merchant. merchant stated they cancelled because of the charge back but yet i didn't receive any refund from my bank and the dispute still pending. so based on the merchant respond they knew by cancelling the booking I wouldn't be able to use the booking if i wanted too so its a double win for them (money and booking)
Sincerely,

***** ******
Business Response
Date: 10/22/2024
Case ID: ********

To Whom it May Concern,

We certainly understand the guests concerns. After reviewing the guests booking, there are no records within our system for any calls made by the guest on 08/30/24. We did have a call from the guest on 08/31/24 and they had questions concerning a price match, but a cruise move was not mentioned. Regrettably, as the booking was in the penalty period, the price match was unable to be honored. On 09/19/24 there were notes from accounting advising a chargeback was issued by the guest therefore, the booking was cancelled on 09/23/24. As previously advised, we are unable to provide any refunds as the booking was within the penalty period.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 10/25/2024

Complaint: 22404641

I am rejecting this response because:
i had every right for the cruise change and it was told to the customer service *** that answered the phone. dispute with **************** started on the same day i called MSC when they didn't honor their own policy and rejected my request for the cruise change which is August 31th. again i wasn't in the penalty period, the merchant cancelled knowing very well they'll fight the dispute no matter what their customer service did or didn't do and keep the money and the booking. i know what i called for, if the phone call is recorded i would love to get that and i'll ask for that as evidence if this case goes to court.

Sincerely,

***** ******
Initial Complaint
Date:10/08/2024
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'm filing a complaint regarding a highly disappointing experience I had with MSC Cruises on the recent MSC Seashore ************** number: ******** My trip was severely disrupted due to Hurricane ******, which shortened the itinerary by a full day. However, the issues didnt stop there. We experienced a late check-in process, which further cut into our already limited time onboard, and to add insult to injury, we were forced to check out early.The only full day we had left, I was off the ship, meaning I barely experienced any of the cruise activities I paid for. While *** offered a 33% discount on a future cruise, this is insufficient given the extent of the disruption and dissatisfaction. I feel this was not the experience I paid for and that a 60% discount would be a fairer offer considering the circumstances.I urge MSC Cruises to address this issue and provide proper compensation for the unfortunate and disjointed experience I endured.
Business Response
Date: 10/16/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear of the guests experience due to the hurricane. We understand how disappointing that may have been. For the day affected, MSC Cruises is providing a pro-rated refund for the inconvenience.Regrettably, we will not be able to provide the requested 60% credit. We are committed to offering our guests the best possible vacation experience and your comments will help us do that. We truly appreciate your patronage and hope to have the opportunity to welcome you back onboard one of our ships in the near future.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 10/16/2024

Complaint: 22394771

I am rejecting this response because:

Sincerely,

****** ********
Business Response
Date: 10/17/2024
Case ID: ********

To Whom it May Concern,

We understand the guests concerns. Their refund will be provided by the accounting team as they are diligently working to have them processed in a timely manner. Regrettably, no further compensation will be extended. We apologize for the inconvenience.
Warm regards,
CS
MSC Cruises
Initial Complaint
Date:10/04/2024
Type:Sales and Advertising 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 took our first cruise with MSC on 08/29/24 for 3 days.I received a massage at the spa. I signed a receipt for $189.17. I had an additional $268.52 from the spa billed to my account for no apparent reason.I have reached out to the company many times via email with no response. They refuse to provide me with any receipts or documentation proving this charge is valid. After reading all of the ****** reviews and bbb complaints, I see that this is typical of this company. Obviously wont be cruising with this line again, but they are theives. Do NOT add your card to your on board account for purchases. This is fraudulent.
Business Response
Date: 10/07/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest was incorrectly charges onboard for the spa services. We understand how concerning that may be. After reviewing the guests booking, we do see that the guest was able to speak with a post cruise agent who assisted in having a check mailed to the guest for the refund.Please know the refund can take between ***** business days to be received. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 10/08/2024

Complaint: 22383363

I am rejecting this response because:
this Is false. On 09/06/24 I was told this would be investigated. I have yet to receive any correspondence back from you, stating refund has been approved and/or check will be issued. I have followed up 3 times with no response. You also have not cooperated with *********** for a refund. If this refund has been approved and a check was mailed, please contact me to confirm address, amount due, and check number.

Sincerely,

****** ****
Business Response
Date: 10/16/2024
Case ID: ********

To Whom it May Concern,

On 09/06/24 the guest responded via email with their mailing address to a post cruise agent named ****. That is the address the check was mailed to. The check was mailed on 10/07/24 for the amount of $268.52 and can take between 2-3 weeks to be received. We apologize that the guest was not initially updated when the refund was processed.

Warm regards,
CS
MSC Cruises
Initial Complaint
Date:10/04/2024
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.
I was on a cruise back on 11/19/2019 - on the date of the sailing I received an email from *** stating that they were not ready to open one of the ports of call. In the email I have offered a credit of 20% off my next sailing ( with no expiration date) I purchased three state rooms for a cruise this November. I was told at the time of the booking to pay the full purchase price and get hold of the existing reservation department to receive a credit for the 20% for the last cruise. I did so, with an attachment of the email- I received no notification for several weeks, however; today I received an email stating the credit expired 2 years after issue. This was not listed in the email only an apology and offer of credit toward a future booking. I have contacted MSC several times - being put on hold for hours and they refuse to honor the credit that was emailed to me by their own COO
Business Response
Date: 10/07/2024
Case ID: 22379503

To Whom it May Concern,

We’re sorry to hear the guest was advised the future cruise
credit was unable to be applied to their new booking. We understand how
concerning that may be. After further reviewing the guests booking, we’re happy
to see that the guest was assisted with the credit and the issue has been
resolved. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 10/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22379503, and find that this resolution is satisfactory to me.

Sincerely,

Jeremiah Cocking
Initial Complaint
Date:10/03/2024
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 booked a cruise on September 13, 2024, and paid $1,190.00 in full during the booking with an MSC Agent, ******* ******. After that booking our agent was very difficult to get in contact with. After leaving several requests for a call back, we finally made contact on September 26th at 1:42p EST where we had a conversation with *******. During that call I told her I needed all of the options available to me as the dates of the cruise 10/10/2024- 10/13/2024 would be a stretch for my family to attend. She informed me if I canceled, I would lose my money, but I indeed could do a free cruise move as long as it was at least 7 days before cruise departure. We concluded that conversation with how that would be a great option for my family, and we would call her back with the dates. After picking dates we finally were able to get in contact with ******* on 10/02/2024 at 10:55a where we told her that we were interested in a free cruise move date for 04/15/2024. ******* informed us that was too far out, and we needed to select a date within the next 90 days. We agreed that ******* would call me back at 3:30p to conclude that date change, but she did not call. I contacted the ***** number later that evening after several unanswered calls to *******. I have been told that I will now lose all of my money and I do not qualify for a free cruise move I have spoken and tried to resolve this with multiple staff members who have blamed me, the consumer, for not knowing their policy. I am not sure how a company would decide I would take a financial loss after they have acknowledged I was given the incorrect information several times on a recorded line.
Business Response
Date: 10/07/2024
Case ID: 22377788

To Whom it May Concern,

We’re sorry to hear the guest was unable to reach the agent so
that they can process the cruise move. We understand how concerning that may be.
After reviewing the guests booking, we do see they were able to speak with someone
who completed the cruise move. We apologize for any inconvenience.

Warm regards,
CS
MSC Cruises
Customer Answer
Date: 10/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22377788, and find that this resolution is satisfactory to me.

Sincerely,

Yatonshia Barnes
Initial Complaint
Date:09/30/2024
Type:Product 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 were scheduled to leave on a MSC Cruise out of NY on 12/09/23 (Booking# ********) to the *******. The night before we were to leave my husband was rushed to the hospital for an issue and wasn't released until Monday 12/12 We had paid the trip insurance of $136 and had expected to receive the full amount back ( minus the $136) which equates to $1792. To date we have only recieved back $673. We have contacted ******************** approx. 8 times over the past 9 months and to this date have gotten no resolution and in most cases not even a return phone call.
Business Response
Date: 10/07/2024
Case ID: ********

To Whom it May Concern,

Were sorry to hear the guest did not receive their full refund. We understand how concerning that may be. The guest requested with Generali that the insurance be cancelled, and they be refunded the $136. The $136 was refunded back to the original form of payment on 11/30/23. Since the booking was cancelled 25 days prior to the sailing date, the booking is at 75% penalty therefore, regrettably, we are unable to provide any further refunds. The cancellation policy is on the last page of the booking confirmation email. We apologize for the inconvenience.

Warm regards,
CS
MSC Cruises

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MSC Cruises, Inc. is NOT a BBB Accredited Business.