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:05/27/2025

  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.

  Website not working over 2 weeks. ERROR MESSAGE WHEN TRYING TO LOG INTO YOUR MSC ACCOUNT. .map is not a function. (******(S9const u = u.persons age I have eight cruises booked and Im not able to get into the site. My name shows but its grayed out and I get an error message.. I am a higher status and its unacceptable that no one can fix my issue. *** has no technical assistance that you can contact by phone. This issue is far above the regular people who do the bookings. *** needs a technical assistant to help with these issues. I sent an email per their instructions to the ************* I got a response that will be 30 days before they respond to me. In the meantime, Ill have to pay my cruises in full., I wont be able to add Excursions or extra stuff because the website wont allow me to. Get your act together, *** if you expect to do better in the United States Market.. a very frustrated customer

  Business Response

  Date: 06/03/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest is having a difficult time logging into their account. We understand how frustrating that may be. We do see that the guest has emailed the voyagers club team, that is the correct team that will be able to further assist the guest. We kindly ask the guest to allow them more time to review the login issue and resolve it. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23380857
  
  I am rejecting this response because:

  I will wait and provide a response when the company fixes the computer issue.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 06/10/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  The guest was assisted by the voyagers club team on 06/05/25 who was able to resolve the guests account concerns.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 06/10/2025

   
  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.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:05/26/2025

  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.

  Adquiri el servicios de un crucero a traves de ***********, segun Numero de presupuesto ********* el 19 ******** de 2025, servicios proporcionado por MSC Cruceros El Cruceros se inicio desde ***** el 18 ******* y finalizo el 25 ******* de ******* reserva en MSC es SC2526CNLa cabina que me asignaron fue la *****Al termino del Crucero me cobraron US$ ****** y lo cargaron a la tarjeta de credito que exigen que proporciones.Hasta ahi Todo Bien, pero hoy observo la cartola de la tarjeta de credito y con sorpresa veo un cobro adicional de US$ 50.33Agradecere su ayuda para que MSC Cruceros elimine esta transaccion, ya que yo no he comprado o usado nada por este ******** tienen un vale firmado por mi agradecere que me lo envienDesde ya agradezco su ayuda

  Business Response

  Date: 05/28/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest is seeing a discrepancy on their bank statement, we understand how concerning that may be. Regrettably, we are only able to see bookings that were created on the US market. We kindly ask that the guest contact their booking market for further assistance. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23379809
  
  I am rejecting this response because I think the answer provided represents those companies where the customer is worthless.
  In this case, they're overcharging me. The problem needs to be resolved. It's the company's reputation.
  I think they can refer the case and not tell the customer to call the reservations department.
  I've already done that, and nothing happens.
  The reservation is number ********, and I used the email **************************.
  Sincerely

  
  ****** *********

  Business Response

  Date: 06/05/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We understand the guests concerns. Regrettably, we only have access to view bookings created with the US Market. The guest created their booking with the France Market. We kindly ask the guest to contact the France Market for further assistance. Please see the contact details below.
  
  *******************************************************
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  Date:05/22/2025

  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.

  4/11/2025 - cancelled p***aid dining specialty packages for 3 cruisers ($125.00 * 3= total $375.00)on 4/11/2025 received 3 email confirmations that the p***aid packages were cancelled and the refund would be issued to the card I had on file for the cruise I have been in contact with customer service several times now regarding the refund as I have yet to receive it. I been told they no longer had my card on file-gave my card # to the *** on 5/9/25 who stated I would get the refund in 10 days. When I did not get the refund, I was then told that it took 30 days from cancellation (it had been over 30 days) and the call got disconnected. I called back and was told that the refund would be processed 30 days from departure of the sailing-which this has passed at this point as well. All I want is the $375.00 refund back as I was told and received confirmation via email that the refund would be processed back to my card. It has been well over the processing time and do not understand why the refund has not been sent back to me. I also emailed several times with NO response back to me. I gave my card number again via email and phone. So not sure what the issue is.

  Customer Answer

  Date: 05/23/2025

  This is not a duplicate complaint 

  this is separate and do to a separate refund issue

  Business Response

  Date: 06/03/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We understand the guests concerns with the refund timeframe for the cancelled prepaid items. We have contacted the accounting team for an update on the refund. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  Date:05/22/2025

  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 wife and I had booked a cruise for April 9-12. MSC Cruises cancelled the cruise due to dry dock of the ship. I received an email notification on April 18th and immediately called for refund. This cruise was scheduled to celebrate my wifes 79th birthday. Of course they tried to get me to rebook but I asked for a refund of what I paid. It has now been over one month. I was a big fan of MSC but no longer. All I am asking for is my refund and put into my savings account to find something else to do to celebrate my wife.

  Business Response

  Date: 05/28/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest has not received a refund, we understand how concerning that may. To further assist the guest, may they please provide their booking number? Once we have this information, we will be more than happy to provide them with the necessary assistance and support to ensure their overall cruise experience is smooth and enjoyable.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 05/31/2025

  My booking number is ********.  The embarkation Date is 04/092026.  The Disembarkation Date is 04/12/2026.  This is out of **************.  I received the initial notice of the cancellation by email on 4/18/25 and immediately called for my refund of $498.00 for the cruise and $60.00 for beach shell on their island for a total of $548.00.  I still not have heard from anyone regarding my refund.  I have called many times with no results.  

  I want my refund immediately.  I am tired of waiting.  This scheduled cruise was to celebrate my wife's birthday.  Now that is ruined I want my money back.  We are both ******** Members Silver and had booked a Deluxe Balcony ***** with exclusives.  I did this as a special treat for my wife.  Until this all happened I was a huge fan and supporter of ****************.  No any more.

  Customer Answer

  Date: 06/03/2025

  I would like to add additional comments from a conversation withe MSC Cruises customer service.  I talked to customer service and was placed on hold then she came back about 5 minutes later.  She told me the cancellation was just the other day and I told her I had been requesting a refund since April.  At first she said that I just requested until she looked further into my history of calls. I also explained that the original card I used was hacked and I had to replace.  I told her I have told this every person I have ever called.  She then put me on hold and when she back told me that when they did the refund it would come back to them unpaid.  I would then get a letter with a form to redistribute the funds to the new card.  I would have to apply for my refund.  She then put me on hold then came back and told me that I would get an email TODAY with a form to process my new card.  Well, another big lie!  I never got the email.  She also misquoted how much I would get back ($498). As I have on every call I had to correct them. My refund is $498 for the cruise and $54 for the clamshell on their island for a total of $552.  
  This company is a total failure in my eyes.  The aggravation has been way over the top and my frustration level is off the scale.  Please get my money and a formal apology.  This cruise was to celebrate my wife and her 79th birthday.  

  Business Response

  Date: 06/05/2025

  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. After reviewing the guests booking, we do see they spoke with a supervisor who escalated the guests refund to the accounting team. We kindly ask that the guest continue to speak with customer service as they will have the most up to date information on the submitted escalation. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23363761
  
  I am rejecting this response because:  Why would I continue talking to customer service.  I have been doing this since April and here we are June 6th.  Until I see my money in my checking account, I cannot continue receiving their bs.  Come on - April 19 to June 6 is an insult.  I should not have to continue talking to customer service but should hear from those who responsible for refunding my monies.  They canceled the cruise, not me!
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/21/2025

  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.

  This is my first time booking with MSC cruise, and I have been faced with nothing but disappointment.Attached is my booking #. My original sail date was back in May and it had to be changed due to mechanical issues on your end. I called to reschedule my sail date. The date that I was given was 6/8. **************** representative booked my two rooms on deck 14, ensuring me that both rooms are interconnected, just like my original booking. On 5/20/2025, I find out that in fact both of my rooms are NOT interconnected and far from each other. Please assist in this urgent matter Im requesting to have both rooms together, interconnected and in the middle of the ship as Im traveling with young kids that are sea sensitive Thank you so much in advance for your assistance Im hoping that someone can resolve my issue

  Business Response

  Date: 05/28/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We understand how concerning it may be to not have adjoining cabins. After reviewing the guests booking, it appears they spoke with a supervisor who assisted the guest with a resolution and provided new cabins. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

• Initial Complaint

  Date:05/19/2025

  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.

  *** cancelled our cruise three weeks before the scheduled departure date and assured us we would receive a full refund within 30 days. That deadline has now passed.Despite multiple follow-ups via mail, email and phone, I have yet to receive my refund. All I continue to receive from their team are repeated apologies (please see below) with no resolution. This is unacceptable.I expect immediate action. Since my refund has not processed I felt compelled to escalate this matter through formal channels.Dear ******,Thank you again for contacting MSC Cruises Post Cruise ********** this time, we are unable to expedite the process, as it is being managed systematically by our internal accounting department. We kindly ask for your continued patience and understanding as the matter progresses in accordance with the timeline and details outlined in our previous communication.We trust in your understanding of this information.Thank you for choosing MSC Cruises.Brittany Post Cruise Support / MSC Cruises, ***

  Business Response

  Date: 05/28/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns with the cancelled sailing. We do see that the guest has been in communication with post cruise support. Regrettably, the refund has already been escalated by the post cruise agent the guest was speaking with. The standard refund timeframe is between ***** business days. If the guest has any further questions, we kindly ask them to respond to the post cruise email. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 05/28/2025

  Complaint: 23351400
  
  I am writing to formally reject the response provided regarding my refund. At no point did *** reach out to me concerning this issue. After contacting my bank, I was informed that *** attempted to process the refund; however, because the original card used for payment was cancelled due to an unrelated fraud concern, the refund was returned.
  What I find unacceptable is that MSC made no effort to contact me when the refund failed. This could have easily been resolved by discussing alternative options. Additionally, I was initially told that the refund would be issued within 30 days. We are now well beyond that timeframe, and despite the matter being expedited, Im being told it could take another 30 days. This is unreasonable and unjustified.
  I hope you can understand my frustration and assist in resolving this promptly. **** handling of this matter has been unprofessional, and I believe its important to prevent other clients from experiencing similar issues.
  Thank you for your time and attention.
  Sincerely,
  ****** *****
  

  Business Response

  Date: 05/29/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns. Due to the guest advising their bank was unable to process the refund, we kindly ask that the guest respond to the post cruise email, and they will be happy to further assist. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23351400
  
  I am rejecting this response because it is vague and appears to be a clear attempt to avoid accountability. Its been 44 days since their initial cancellation email, and I still havent received my refund. This delay is unacceptable, and I expect immediate action.

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

• Initial Complaint

  Date:05/18/2025

  Type:Customer Service 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.

  First some *** tells me to wait 30 minutes for no reason and another *** tells me to put my bag on the rack even though I told him I had back surgery then the other *** tells me to take it back down then I wait in line for a hour for dinner and then they tell me to go to customer service and then 39 minutes later they said I have to change my time in the dinning room but they tell me another hour later that I can't change my time and was very rude and obnoxious in the green restaurant. Worst customer service ever on a cruise ship. Plus it's 85 degrees in Here

  Business Response

  Date: 05/27/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear about the guests experience while onboard. MSC Cruises is committed to providing each of our guests with an enjoyable vacation experience; we also understand that the problems you pointed out could detract from that enjoyment and sincerely regret if your cruise did not meet your expectations. 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.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23347302
  
  I am rejecting this response because: This doesn't do me any good to just send me a auto response. This doesn't fix anything. They also changed our table 4 times after seating us at different tables. They didn't put new napkins and sliver ware after other people touched them and got moved. Plus I saw a bartender pick up a bottle off of the floor and put it where the clean glasses are upside down along with a plate that was on the floor back on the clean plates. That's disgusting and gets people sick.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/29/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns. We strongly encourage guests to speak with guest services while onboard with any concerns they may have as guest services strives to promptly address and resolve them to ensure a satisfactory experience. We have passed the guests feedback to the appropriate teams so they can further review any areas of opportunity. We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23347302
  
  I am rejecting this response because: I talked to multiple people on board and they just ignored me or just said thank you or said germs are fine. ***** in the restaurant didn't care. They had the worst customer service. I already stated this multiple times so I don't know why I'm being told this. Obviously they didn't care That's the point of making this complaint because no one cares and does a awful job. This was by far worse than the other 5 cruise lines I booked. My other cruises on other companies ships didn't have any problems unlike the bunch we had on msc.guest services said they couldn't do anything.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 05/30/2025

  This is auto response is unacceptable. The manager and customer service on board didn't care about any of these problems. I said this multiple times.

• Initial Complaint

  Date:05/12/2025

  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.

  I stayed in stateroom 5057 on MSC cruise Grandiosa from May 4-11th 2025. On the *** website it states they offer laundry service for up to 40 items for a single modest price. This was not an option on the ship. The only option presented was to pay for each individual item. It cost me over $112 to have about 20 items washed. There were no options in the app prior to the cruise to purchase laundry packages.

  Business Response

  Date: 05/13/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear the guest was charged a different amount than what they thought the laundry service was for. The offer that was shown on the website is a pre-cruise offer that must be added prior to the sailing. The prices onboard may vary from the pre-cruise prices. Regrettably, once the sailing has been completed, the charges on the invoice are considered final. We strongly encourage guests to speak with guest relations while onboard with any concerns they may have as they strive to promptly address and resolve them to ensure a satisfactory experience. We apologize for the inconvenience this may have caused.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23316744
  
  I am rejecting this response because:
  As I said in my original complaint, there was no option to purchase laundry service ahead of time in the app. I went through every option several times when I purchased my excursions (2 of which you cancelled) and my massage. This is a bad practice to tell consumers its available and then for it to not be available. I usually spend around $10K when I go on a cruise each time. On principle, I wont use MSC again. 
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/14/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  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

• Initial Complaint

  Date:05/12/2025

  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.

  Summary of Incident:During my cruise aboard MSC Seascape, MSC failed to load my luggage onto the ship at embarkation. As a result, I was left without any personal belongingsno clothing, no toiletries, no essentialsfor the entire duration of the cruise. This was a complete failure in service that caused severe disruption to my experience.I had to go off the ship and spend $937.16 of my own money to purchase the bare necessities just to function during the trip. The staff onboard offered no empathy, accountability, or support. I was provided with necessity kit which consisted of a toothbrush, a t-shirt, and a razor. I was given a shipboard credit ($50.00). I was also pressured into signing a form, which MSC is now using to avoid further responsibility.Despite repeated follow-*********cruise, *** has refused to fully reimburse my documented expenses, offering only $384 as a so-called final goodwill gesture. That is less than half of what I was forced to spend due to their negligence.?Resolution Requested:I am requesting full reimbursement of $937.16, the total cost of clothing, toiletries, and essential items I had to purchase as a direct result of MSCs failure. I am not seeking additional damagesonly to be made whole for what I was forced to spend. Receipts and email threads to President, Global President,, customer post cruise support along with CEO available for reference.

  Business Response

  Date: 05/13/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear about the guests experience with their luggage. We understand how concerning that may be. For any luggage concerns, we are only able to provide a maximum of $100 for compensation. While onboard, the ship provided the guest with $150 onboard credit for compensation. The guest has contacted the consumer escalation team at MSC Cruises and has been in communication with agent ********, who advised the guest we are unable to provide a refund for their out of pocket expenses they incurred. Agent ******** offered the guest a goodwill gesture refund of $384, regrettably, we are unable to provide any further compensation. If the guest has any questions, we kindly ask them to respond to the escalations team. We apologize for any inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23319371
  
  I am rejecting this response because:  It is exactly the kind of generic, impersonal, and dismissive canned apology I would expect from a company not truly interested in addressing its failures.
  Let me be clear: a corporate apology and forwarding my complaint to management and/or "escalating" it as was suggested has done absolutely nothing.  It does nothing to fix the fact that I was left without clothes, toiletries, or basic necessities for the entire cruise a situation entirely caused by **** operational failures, compounded by the dismissive and unacceptable behavior of the onboard staff.  Their final offer of $50 per day was insulting as is their "good faith" of $384. Neither come close to covering the over $937.16 I was forced to spend just to survive the cruise, let alone compensate for the complete disruption of my vacation. Their failure cost me not just money, but time, stress, and the enjoyment of the experience I paid for in good faith.
  If MSC Cruises believes that ignoring the very real financial impact of its negligence, offering a few hollow words, and sending a scripted apology is acceptable customer service, they are mistaken.
  

  I am demanding the following:
  Full reimbursement of the $937.16+ I incurred replacing essential items of no fault of my own.  
  If MSC is unwilling to make this right, I will have no choice but to escalate this further including filing additional formal complaints with consumer protection agencies, social media exposure, and sharing my experience publicly so future travelers are fully aware of the level of service they can expect when things go wrong on cruises.
  
  
  

  Business Response

  Date: 05/14/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Regrettably, we are unable to provide a refund for the guests out of pocket expenses. We kindly ask them to continue to communicate with the escalations team that is assisting the guest.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23319371
  
  I am rejecting this response because:  The offer of $384 is not only insufficientits insulting, especially considering MSC Cruises aggressive growth and clear financial success in 2024.  
  
  While I understand *** is a privately held company and does not publicly disclose its financials, industry analysts have reported significant expansion in *************, a 7% increase in fleet capacity, and re-entry into the Chinese market. These moves strongly suggest that MSC Cruises enjoyed a very profitable yearand yet, when a guest is left stranded without luggage, basic necessities, or adequate support, the response is to nickel-and-dime the situation?
  

  Carnival, their competitor, reported over $25 billion in revenue last year. MSC Cruises may not have released its figures, but the growth indicators are loud and clear: MSC is not a struggling cruise line. So why act like one when it comes to doing the right thing?  I'm not asking for anything excessive, simply to be reimbursed for the items I HAD to purchase based on MSC's negligence and operational failure!  I am not asking for a handoutI am demanding reimbursement for expenses I was forced to incur due to MSCs failure, totaling $937.16. This is not a goodwill issue. It is a guest service failure that requires full and fair compensation.

  MSC has an opportunity to show it stands behind its brand promise and treats its guests with integrity. So far, that hasnt been the case. I suggest they reconsider their position and resolve this matter with the same seriousness and scale MSC brings to its global operations. 

  
  Sincerely,
  
  ******* Hollow

• Initial Complaint

  Date:05/12/2025

  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.

  Immediately upon arrival to our cabin, we noticed a dirty, wet smell in the bathroom. We soon realized the shower was not draining as I took a shower in standing, dirty water. The water and bathroom progressively smelt worse and worse. We notified guest services immediately. We had to complain several times. Unfortunately we were stuck in a room with grey water backing up through our shower for 2 days! In addition to the shower issue, we were not given any bath towels, and only 2 pool towels for 3 people. The towel issue continued for 2 days, with several visits and calls to guest services. This could have been an easy win for *** considering our other issue, but we did not get the promised towels either. Additionally, our electricity went out and we had to again call guest services. We understand these things happen and gave MSC a lot of ****** but everything combined left us really stressed and utterly helpless. We had no where to go and were at the mercy of *** staff, who said all the right things but their actions were clearly lacking.Finally, in the middle of the night after yet another complaint about the worsening shower situation, we were moved to another cabin that had a window. *** attempted to label this as an upgrade, but MSC had to move us because we were literally living in unsanitary conditions! I felt insulted at how they attempted to persuade us into thinking they were doing us this huge favor, especially after I had to carry half our luggage to the new cabin. I have been promised over and over on every phone call that a supervisor would call me with a resolution and this has not happened (after 7 calls and counting). I have no missed calls, no emails, nothing at all. It is insulting and unacceptable for a company in this line of business and of this caliber.I am asking for refund for lodging paid for those 2 days for all 3 passengers.

  Business Response

  Date: 05/13/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  Were sorry to hear of the guests experience while onboard,we understand their concerns. After reviewing their booking, we do see they were able to speak with a supervisor on 5/12/25. The supervisor offered the guest a future cruise credit for compensation and the guest declined. The supervisor escalated the guest further. Regrettably, we are unable to offer any further compensation. If the guest has any further questions, we kindly ask the guest to continue to speak with supervisor **** that is currently assisting them.We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23316913
  
  I am rejecting this response because: In order to use a credit of ~$340, I would need to spend even more money with MSC. This is unacceptable. Because my complaint was ignored, and MSC's promises to call me back were never honored, I would be foolish to book another cruise. If we had an issue with the next cruise, we would be back in this painful situation again. Please provide a refund. $340 is very low compensation for 3 people for the anguish, disgust, and sickness we endured.
  
  Sincerely,
  ***** ******

  Business Response

  Date: 05/14/2025

  Case ID: ********
  
  To Whom it May Concern,
  
  We certainly understand the guests concerns. If the guest feels the amount of the future cruise credit is not sufficient for compensation,we kindly ask that the guest speak with the supervisor that provided the offer.We apologize for the inconvenience.
  
  Warm regards,
  CS
  MSC Cruises

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23316913
  
  I am rejecting this response because: the supervisor, ****, who I spoke with on Monday May 12 promised to call me back on Wednesday May 14 and did not. This is vicious cycle of me calling,  getting nowhere, being promised a callback, and then me having to call back again. I feel it is intentional at this point. It's an attempt to ignore me and hope I go away. It is disrespectful and MSC should be ashamed to treat a customer this way,  over and over again.
  
  Sincerely,
  
  ***** ******