Complaints

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:17/10/2024

  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.

  On 28th September 2024, ** ****** *** I set sail on a 7-day seascape cruise to the Caribbean, set to conclude on 5th October. However, on 30th September, I required medical attention. Within just three hours, we were informed that I needed to disembark as the staff was uncomfortable with my health condition and believed I needed hospital care.
  
  We were sent to a hospital in the Dominican Republic, where the medical procedures were vague. The hospital insisted on my admission to intensive care, implying I would not be allowed to travel otherwise. * ******* **** *** *********** ********** *********** **** ** *********.
  
  During this time, MSC offered no support. When I asked for help finding emergency accommodation, they told me to arrange it myself via ***********. They refused to assist or provide any clear guidance. ** * ***** ****** ********** **** *** ***** * *** **** ** * ********** *** ********* *********. On two occasions, strange men attempted to lure us into their cars while shouting at my friend and me on the street. Despite informing MSC staff of these incidents, they did nothing to help.
  When I refused to stay at the hospital, fearing unnecessary and potentially harmful procedures, MSC declined to discuss any alternatives and did not allow us back on board.
  
  In addition to emotional distress, MSC charged me with over $7,000 in fees including $1,230 for WiFi on a ship we were no longer on, as well as other unexplained transactions. ***** ******* ***** *** *** ****** ****** ******* ** ********** ** ****** ************** ******** ***** *** ************** **** ****.
  
  I contacted MSC multiple times to dispute these charges and file a formal complaint, but they ignored my requests to file a complaint on three occasions, ********* ** ******** ******. **** ****** ********** *** ****** ****** ********* ******** *** ********* ******* ******* ** ************ * **** ***** **** ******* **** **** ********* *** *** ****** *** ********** ** *** ******* *******

• Initial Complaint

  Date:12/02/2024

  Type:Billing 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.

  I did a cruise with MSC in 2023. They Charged me twice for an excursion and agreed to refund but never actually did till this date. I sent multiple emails but they never replied. I have also disputed this to the bank and apparently they are not even responding to the bank. **** **** **** ******* ** ******** ****** ** I cannot send them any emails anynore. *** ***** ******** **** *** *** ***********

• Initial Complaint

  Date:05/02/2024

  Type:Product 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.

  I was given misinformation by an MSC Cruises agent when making a final payment in Aug. 2023. That misinformation directly caused me to not have cancellation insurance. Unfortunately * *** * ****** ****** **** **** * *** ****** ********** *** I could not go on the cruise. I have made many phone calls and have sent many emails to MSC over the past 2 months. I receive contrary information whenever I speak with an MSC agent and I often do not receive a reply when I email. I have one email reply where MSC has admitted to the misinformation given to me at final payment but will not take responsibility or offer any additional compensation beyond the ports fee and moneys paid for excursions. MSC wants to have access to my bank account to refund this small amount. I will not give MSC access to a bank account. I have asked MSC to please mail a cheque or use the credit card used for the final payment for the partial refund, again NO RESPONCE. I have been dealing with this issue since Dec 1, 2023. Since MSC is liable for my lack of travel insurance they should offer me a full refund. MSC should not ask its costumers for access to personal bank accounts.

• Initial Complaint

  Date:05/01/2024

  Type:Product 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.

  I took a 7 day MSC cruise to Bahamas from New York - December 16-23- 2023.
  
  This trip cost me $7000 including my airfare from Vancouver Canada to New York. I also arrived one day before in New York and stayed a night in a hotel so I don't miss my cruise.
  
  It was a Christmas gift for my 9 and 11 years old daughters.
  
  I was only informed 12 hours before my boarding time regarding ships new itinerary change due to unseasonal storm. As per new itinerary we were docked 2 nights and 3 days in Boston USA, as well as a day in Maine, Portland, and a day in New Brunswick Canada.
  
  We were given instant option to either board the ship or take a credit for next cruise. At that point I was not in the position to cancel my trip. I was already in New York and financially it was not possible for me and my family to stay in New York for next 7 days or take another flight back to Vancouver Canada.
  Also MSC informed the media that it gave its passengers 24 hour notice which wasn't true as I have a proof. (This story was also on national news and social media)
  
  I understand nature or weather is beyond anyone's control. However I also don't agree with MSC giving us only 20% discount on our next MSC cruise considering I have to fly from Vancouver Canada to get on any MSC cruise. We also had to spend money in Boston on winter clothes as were were packed for sunny Bahamas.
  
  All I am requesting is 50% off on my next cruise so I can afford to take my family to Bahamas.
  
  I tried to reach MSC cruise but until now I am not getting any response back from MSC Cruise.

• Initial Complaint

  Date:20/06/2023

  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.

  We took our cruise in November 2022. Our confirmation # is: ********. For our cruise we booked the ***** Spa but when we saw the facilities we changed our mind and we were told you would refund our money if we didn't use the spa. Also, on the cruise they circulated a letter saying the cruise would subsidize the cost of the visa for Saudi Arabia. When we inquired at the desk they told us to contact you after the cruise. We have emailed you about this MANY TIMES and you said you were working on it. We have asked for updates and you are not replying to our emails. We tried to call just now and we were on hold for 45 minutes and nobody answered. Please, please, please give us an update on our case and how long it will take to get our refunds. It took 30 seconds for you to tell us onboard the ship that you would refund us, but we are still waiting, months later. Thank you!

  Business Response

  Date: 17/07/2023

  Dear guests,
  
  First
  off, we truly apologize for not having replied to you sooner.
  
  Please
  be advised that your request had been previously forwarded to our head office
  in Italy as part of an official claim we had opened for your booking.
  
  As
  per feedback received we were informed that no prepaid service that is not used
  on board can be refunded, so as you indicated in your message you decided not
  to use Spa service while on board and therefore this refund was not authorized.
  
  On
  the other hand, and as a gesture of good will, you were previously provided an
  onboard credit of $ 100 CAD total to be used on a future sailing, so we
  reiterate our offer should you decide to sail with us again.
  
  Sincerely,
  
  **** *******
  Customer
  service department
  
  MSC Cruises (Canada) Ltd
  2810
  Matheson Blvd, Suite 101A
  Mississauga,
  Ontario
  Canada
  L4W 4X7
  Phone:
  +**************
  Email
  : [email protected]
  Visit
  our website: msccruises.ca

  Customer Answer

  Date: 17/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the $100 onboard credit that we received was given to us by the Canadian office of MSC as goodwill due to the fact that MSC subsidized the cost of the Saudi Visa application for those who were applying for a visa during the cruise but we had done our due dilligence and applied for the visa before the cruise (as we were told) and therefor we had to pay the full price for the visa.  MSC gave us the $100 credit due to not being able to subsidize our visa.  However, in regards to the spa issue, we were verbally and specifically told (in 30 seconds), after waiting a long time in line, by the Guest Services employee behind the counter that if we did not use the spa during the cruise we could ask for a refund after the cruise and MSC would be able to contact the ship and verify that we never used the facilities and we would be given a full refund.  A neatly dressed, uniformed Guest Services agent told us that onboard, and we believed her and we refrained from visiting the spa during the cruise because we took her word as the truth.  How were we to know that she was wrong?  Her quick answer got us to leave the line so she could deal with the next person in line, and we were misled and left empty handed.  How can I believe what I am told if the company does not stand behind what their agent told us?  The $100 onboard credit is not enough because it is only compensating us for doing our job and purchasing our Saudi visa BEFORE the cruise, as everyone was suppossed to do, but many did not do.  We are now seeking compensation for what we were told onboard by the MSC agent.  Next time, I will get a name!
  
  
  
  Sincerely,
  
  
  
  **** *** **** *********

  Business Response

  Date: 21/07/2023

  Dear
  guests,
  
  Please
  be informed that we have revisited your claim with our Corporate head office
  whose staff has agreed to offer, on top of the $ 100 CAD on board credit for a
  future sailing with MSC, a SBC of $ 244 CAD too as a gesture of good will for
  the inconveniences caused.
  
  Be
  also informed that these amounts are to be applied by the time of booking a new
  cruise with MSC and they are valid for same passengers.
  
  When
  the time comes, you must inform the booking agent over the phone about this
  specific matter.
  
  Sincerely,
  
  **** *******
  Customer
  service department

  Customer Answer

  Date: 22/07/2023

  
  
  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.

  Thank you very much for your help.  It is really appreciated.

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

• Initial Complaint

  Date:02/06/2023

  Type:Product 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.

  On November 11, 2019 I was given a FCC of 20% of my cruise fare on MSC Meraviglia, this was $510 USD and was certificate *********.
  I booked a cruse which was cancelled by MSC due to Covid restrictions
  I rebooked a cruise and On September 21, 2021 I had a cruise credit of $620 deducted from my cabin fair for booking ********. This deduction was only applied after numerous phone calls and emails to various departments within MSC. The cruse ******** was a sailing on Oct 12, 2022, which was rebooked for Oct 8, 2023. The booking number did not change. On May 15, 2023 I canceled the booking due to personal reasons but I had asked about possible rebooking and was advised my FCC would no longer be valid. I have now resolved the family matter and have rebooked on MSC for October 11, 2023, MSC refuses to honour the FCC. No explanation given. I am requesting that my FCC of $510 USD be honoured. A FCC was given because of a missed stop on the Meraviglia was was granted freely by MSC and not because of any complaints by myself. I have not used any part of the FCC, I am now booked on a cruise with MSC and I am asking the FCC be applied. As stated no one that I have spoken too on the phone has provided any information or reason for the cancelled credit, no one has responded to my request on *********.

• Initial Complaint

  Date:09/03/2023

  Type:Billing 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 recently cruised with the MSC-Seaside from Feb.26th,2023-March 5th, 2023 from the Miami Port. I have some unexplained room charges that appeared after leaving the ship, I have been on hold with MSC Canada for over 2 hours, this is unacceptable.

  Business Response

  Date: 21/03/2023

  Dear Guest, 

  I am sorry to hear that you did not find the explanation for the charges on your final invoice. Please be assured that one of our agents will reach out to you shortly. 

  Do not hesitate to contact us over the phone, our average wait time is 2 minutes.

  Best regards

  Customer service 

• Initial Complaint

  Date:30/01/2023

  Type:Customer Service 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 onboard the MSC Seascape leaving from Miami on Jan 2nd to 7th. During a stop in Cozumel, I was on a MSC Bus excursion to ****** *** **** and I left my phone on the bus in Playa Del Carmen. I didn’t realize until I was back on the Cruise boat, however, I was able to contact the cell phone and the bus driver **** said he has the phone. I spoke with the MSC Excursions director and he mentioned that MSC will be sailing back to Cozumel in 2 weeks and they will pick up the phone from the Bus driver to ship it back to my home address in Toronto. I did open a service request with the excursions desk, but I wanted to follow up to ensure that the phone will be returned to me. I opened up a ticket with ******* **** on Jan 17th. It has been 3 weeks since I forgot my phone on a bus and I have not received a single call on this matter. *********** does not seem to work. I have ******* MSC as well and filed an official complaint. My booking number ******** and cabin number *****. The *********** id is ********. The bus company's phone number is *** ** *** **** *** . MSC does not pick up the phone on its customer service number. They do not answer emails either. It was a simply task to recover the phone but MSC failed miserably. I want my phone back and I understand that I lost the phone but MSC mentioned they could recover it but have not provided any info in 3 weeks. All my vacation photos are on the phone.

  Business Response

  Date: 01/02/2023

  Dear passenger,
  
  I apologize for the delay in responding to you by email.

  As per your statement, you were notified by the ship that we would attempt to pick up the phone when we returned to Cozumel. Approximatly 2 weeks after you originally visited Cozumel. 
  Please note that the day I received your email, I immediatly opened a claim with our head office to investigate if your phone was found. I am still waiting for a response in order to arrange shipping.
  As soon as I receive the information, I will let you know. 
  
  Thank you again for your patience.
  
  Best regards
  

  
  

  Customer Answer

  Date: 01/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called msc 3 weeks ago and nobody answered so I emailed them the info and they said they would reach out to the ship.  That was 3 weeks ago and no one has responded back and they are saying that they are still contacting the ship?  What kind of company takes 3 weeks to contact their own ship?  The msc boat has already left Cozumel last week so I don’t know when it will be back to pick up the phone from ****** *** ****.  The level of customer service is horrendous.  I have contacted the person at ****** and they have the phone but no one from Msc has contacted them for pick up.  All msc has to do is call *** *** *** **** and arrange to pick up the phone when they go to ****** *** **** which they go to anyways.  MSC promised to get my phone back and have failed miserably.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 09/02/2023

  Dear Passenger, 

  We received information this morning that the ship has contacted you and that you have agreed with them on the date of the shipment. 
  
  We apologize for the back and forth you did and we hope you will receive your phone very soon.

   Best regards

   

  Customer Answer

  Date: 15/02/2023

  
  
  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. The fact that i have to call your call centre and wait for 2 hours to pick up just to get a response is so unacceptable.  * **** ***** ****** **** *** **** *** * **** **** **** ****** * **** ** **** ***** ** ** * *** ******.  Terrible customer service.  I waited 1 month to get my phone back.  I had to worry every day if i would get it back even though i was promised it would be back in 2 weeks
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:13/12/2022

  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.

  Hello - We had a cruise Booked with MSC for Feb 12th sailing 2022. We had booked the entire vacation with ******* *********. We had just over 2 months to go before our Vacation was to start and without reason ******* called us to say all flights leaving from Toronto to Miami for the MSC cruise is cancelled and there for your cruise is canceled. We were eligible for a full refund from *******. But the problem is all the extras I purchased from MSC.ca website for the cruise that was totaling $903.25. on the very day that ******* called me to tell me the cruise and flights have been canceled I called MSC to find out about all the extras that I purchased would be refunded since I could not get to the cruise and the customer service rep that I talked with said we would be getting our refund for services not used due to ******* canceling our Vacation. I have emailed MSC again and no response. My Booking Number ******** is on file with MSC and the cruise has been canceled well within the appropriate time so there should be no reason i should not receive my refund. I would really apricate your help in getting my refund for service not rendered. I have all the receipts for all the added extras that I paid for and would like to have this money put back on the form that I paid **** ****** ** **** 
  • ***** *** ******** ****** - $15.00
  • ****** *** ***** *** * ****** - $166.25
  • *** ****** ******* - $ 74.00
  
  
  • ******** *** ********** ***** ***** - $256.00
  • Upgrade from **** **** ** ******* ***** ******* - $ 392.00
  
  Total $903.25
  
  I would really appreciate a refund of the extras ordered that I will not be able have because *** **** cancelled our Vacation. If the refund can be issued in the same form of payment Via my **** ****** ** **** 
  ****************@*****.com
  ************

  Business Response

  Date: 15/12/2022

  Dear customer

  Thank you for your message.

  Please note that you booked through a travel agency. In case of cancellation by ******* it is the agency responsibility to cancel the booking with MSC. Once we receive the information from your travel agent to cancel, the extra items will be refunded directly to the original form of payment.

  We advise you to please contact your travel agent for any further information. 

   

  Best regards

  MSC Customer Service