As a long time corporate employee at NCL (28 yrs) and Royal Caribbean (7 yrs), I know there were many times when we were flexible (within reason) to provide superior customer service. Unfortunately it doesn't seem MSC allows their call center supervisors this ability. I've cruised with them previously a couple of times and enjoyed the international ambiance onboard. So I attempted to take a short cruise with them and booked a 3 night cruise aboard the MSC Meraviglia a couple of months ago for a Jan 19, 2023 sailing. Unfortunately 2 weeks before the departure I broke my arm and required surgery. Since I purchased insurance I called my travel agent to cancel. I was notified that since I was booked under their "Fantastica" class, I was eligible to move to another sailing within 3 months instead of cancelling. I took that option requesting a MSC Seaview cruise on Apr 19, 2023, but was later told it was not possible without a penalty since I didn't do this at least 1 month prior my original sailing. This was not a cancellation for convenience, I had an accident and had to delay my sailing date. I know my previous employers would see the extenuating circumstance and make an exception. So I cancelled and that stateroom will probably go empty along with the onboard revenue. I understand policies exist, but I guess that's what makes a difference between a good organization and a mediocre one. Oh well, goodbye MSC, I really liked you but you didn't like me.
