Tara619

This is the email I got this morning. It has to be an error because we don’t have a cruise booked and we don’t speak Spanish, but I put it in google translate and it’s saying we need to schedule a covid test before our cruise within 72 hours of boarding. I don’t understand how a company can have so many issues and mistakes in general. 
 

Estimado pasajero,

Desde el momento en el que empiezas a planificar tus vacaciones hasta que regresas a casa, hemos evaluado minuciosamente cada paso del recorrido para poder ofrecerte una experiencia segura, saludable y cómoda en tu próximo crucero con nosotros.

Desafortunadamente, tu país de procedencia es considerado de "alto riesgo" por el Centro Europeo para la Prevención y Control de Enfermedades (ECDC). Solo faltan unos días para la salida de tu crucero y ha llegado el momento de organizar tu prueba Covid-19 RT-PCR obligatoria.

Por lo tanto, por tu salud y la de todos los pasajeros, tú y todos tus acompañantes de crucero, debéis realizaros un test Covid-19 RT-PCR dentro de las 72 horas antes de la salida del crucero. Los resultados de los test deberán ser presentados en la terminal antes del embarque.
IMPORTANTE: el test no es requerido a los menores de 6 años.


La lista de los países considerados de alto riesgo está disponible en la página web de MSC Cruceros de acuerdo a las directrices del Centro Europeo para la Prevención y Control de Enfermedades

¡Te esperamos a bordo!

@Rob-Bob I’m glad you have your money also.  What an unnecessarily stressful situation. MSC could’ve handled it better for sure.  If we ever go back to cruising, I don’t know if we’ll give them a shot. This was supposed to be our first MSC cruise. 

On 5/24/2020 at 10:44 AM, Tara619 said:

Well, the credit was pending on my actively used credit card from 5/19-5/23.  Today, it has disappeared and did not post. Where did my refund go? Now I’m angry. What should my next step be? Call Chase or MSC? I have screenshots from when it was pending.

The refunds are back on my credit card this morning and have posted!  I’m not sure if it’s because I sent an email to executives, called customer service yesterday, commented on multiple posts on their Facebook page, or none of the above. @Rob-Bob @psmarkle

32 minutes ago, dexddd said:

What was their response to not giving refund in 60 days?

I didn’t ask.  They had no response when I asked why my refund was cancelled. I’m guessing the customer service rep doesn’t know anything and just types up info to send to someone else to investigate.

I sent an email to MSC Monday, but decided to call this morning to see if I could get any info about my cancelled refund.  They took the first 6 and last 4 digits of my credit cards used to pay for the cruise and submitted it to someone for review.  They told me to call back in a few days to check the status.  I have a feeling they’re not going to have any answers and are just stalling. I’ll be filing a dispute with my credit cards Saturday if there are no answers. 

 

Everyone else who who is having the same problem with cancelled refunds, please keep us updated. 

Chase responded already.  I clearly explained the issue with the pending credit disappearing, but I’m not sure the CS rep understood based on her reply.  Also, the deposit was on my husband’s Chase card and we also sent an email to Chase about that refund disappearing and he got the same response as @psmarkle.

“The credit from MSC Cruises USA hasn't posted to your account as of today. While most credits appear within a week, merchants have up to 30 days to process a credit. Please contact the merchant directly to see if your credit has been processed. The credit will post to your account on the day we receive it. You'll be able to see it in your current online activity. You also have an option of disputing the charge online or with us. ”

Thank you @psmarkle.  I will do the same.

1 hour ago, Bob7 said:

Yes I'd call Chase, it's their issue.  I wonder if MSC saw the chargeback and told Chase they'd do the refund now, and maybe Chase removed the credit since MSC's refund is "coming."  I wondered what would happen if many weeks after we get our credit card chargebacks , MSC sends the refund b/c they are so lost they don't even know about the chargeback.   Let us know what Chase says.  So many plot twists, it's like a crazy show on TV.

I never did a chargeback.  I’m going to call Chase Tuesday.  If anything fishy is going on, then I’ll do a chargeback. I’m done waiting at this point. My cruise was one of the first cancelled and should’ve been one of the first refunded. 70+ days later is plenty of time to do it.

On 5/19/2020 at 3:25 PM, Tara619 said:

I’m in the US and had a 3/21 Caribbean cruise on the Seaside cancelled. I requested the full refund and it is pending on my credit card as of today!!  So maybe 60 days will be accurate for you all too.

Well, the credit was pending on my actively used credit card from 5/19-5/23.  Today, it has disappeared and did not post. Where did my refund go? Now I’m angry. What should my next step be? Call Chase or MSC? I have screenshots from when it was pending.

I’m in the US and had a 3/21 Caribbean cruise on the Seaside cancelled. I requested the full refund and it is pending on my credit card as of today!!  So maybe 60 days will be accurate for you all too.

I filled out the form yesterday and still have not gotten a confirmation email. I took screenshots though.


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1 hour ago, PompeySailor said:

MSC have not even emailed us to inform us our April 11th sailing is cancelled.

Only CC provided that news for us.

 

The small % of us who follow CC get an abundance of information,  which we are very grateful for 👍🏻
 

We are ok with the cancellation, life goes on and we can cruise another time, but let your customers know, before they have to find out from other sources.

We were scheduled for 3/21 out of Miami and I have not received any communication from MSC. They had no problems emailing me upgrade offers, but can’t send me an email that my cruise was cancelled?

We were scheduled to sail 3/21 on Seaside and I sent in the form for FCC on Wednesday because that was the only option at the time. But I really just want a refund. I filled out the form again, now with the refund option.  I wonder how they’ll handle that?  Which form will they process? 

There’s a new link today on the USA website to fill out a form for the cruise assurance program. Entered the ship and booking details of the cruise I wanted to cancel for March 29. Got an email immediately with a reference number. Says I will get a FCC # by email within 2 weeks. I figure that still gives me time before the sail date to call if necessary. 
let’s hope this really works! It was much easier than I expected. 

I did the same for my 3/21 cruise and got the confirmation email. I hope it works! I took screen shots of everything too.


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I’m planning on calling today to postpone my 3/21 cruise but I was waiting until later today so that hopefully the CS reps have a better idea of what they’re doing.


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Now the link is on the USA website. You go to the FAQ, great... the answer to the one of the most important question is: 
 
HOW DO I REDEEM MY FUTURE CRUISE CREDIT?

xxxx

 

 

That question has now been removed from the FAQs.


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Regarding the link not working. For crying out loud! I need reassurance that I can book an alternative vacation and postpone my 3/21 cruise. I can’t do that if they’re screwing around with the policy. I do have a screenshot but I’d that really helpful in the end?


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That announcement is buried in the cruise deals tab and the faq link doesn’t work. Hopefully that’ll be fixed soon. I will be cancelling my 3/21 Caribbean cruise.


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We're scheduled to sail on Friday from Miami. If MSC is going to change its policy, I hope they do it before we leave for that long drive from NC! 

Their delay in (lack of) response in contrast with other cruiselines is ridiculous.


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How can they deny ppl With 37.5C ?  I would think that is quite normal?  
 
edit: And yes, I know they can do what they want. 

That’s my normal. So frustrating.


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Sigh.  I was really hoping they'd let us cancel without keeping all of our money.  [emoji20]
 
I was willing to give MSC a shot, despite the reviews, but this kind of customer service doesn't get a 2nd chance.

I completely agree. I was hoping for an announcement like RCI who seems to actually understand the seriousness of the situation and values their customers and the health of everyone. I was hoping to get a FCC that we could use next March. We are scheduled 3/21 and this will be our first and last MSC cruise. We’re going back to RCI after this. I also haven’t gotten any communication from them about this trip except for upgrade offers. I’m deeply disappointed and regret that I gave MSC a chance.


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I am appalled that they aren’t offering future cruise credits. Was this THE anticipated announcement or will there be another one? We sail on Seaside 3/21 and we do have trip insurance but it’s not “cancel for any reason” coverage.


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19 hours ago, brightestfan said:

March 21.  Thank you.  Still conflicted....

We’re scheduled to be on the Seaside March 21 also.  I’m so conflicted.  I’m not really worried about the virus, I’m worried about a possible quarantine because of other passengers. We’ll have 2 dogs in boarding and both have full time jobs. We’re contemplating cancelling if the announcement tomorrow allows for it w/o penalty, and the booking a VRBO in the Keys for the week.  Any thoughts?

How much is breakfast room service if you’re Bella? We like to get coffee and pastries delivered. 

How do you know what offers are on your card? This must be new since our last RC cruise in 2017.  Will be on AOS in 20 days!