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MSC Customer Service


Timbo41
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We booked a 7 day Eastern Caribbean trip on MSC Seaside a few months ago. Since then, all I’ve heard from CC as well as my TA what a nightmare it is to call MSC and get somebody on the phone to help them. I’m sure people have had that experience but I thought you’d like to hear a positive report for a change. I called yesterday afternoon to upgrade my “ Drinks on us” package to the Ultimate drink package. I anticipated a horror show of a lengthy wait and to my surprise, my call was answered within 1 min of calling. I spoke with Michael who was very helpful and had my upgrade done in about 5 mins. It was a great experience. Now looking forward to our cruise on 9/29 and putting our drink package to good use.

 

 

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Nice to hear of someone having a positive experience, thanks for sharing!

 

I never have a problem dealing with the UK office. I always email and get a response that day (though I don't always achieve a positive outcome, due to MSC's intractable position on some matters :(). In fact, they usually ring me if they want to get some clarity or re-assure me that the issue is being dealt with, such as when there is a delay in resolving the matter at hand. Unfortunately, the regional offices have very little autonomy and everything has to go through HQ which can delay things considerably.

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I called MSC USA customer service today and had another positive experience.

Here the timeline:

9:03 called MSC (Voyager Club Member) customer service.

9:04 Scott answered the call.

9:08 Inquiry of cabin change done. Very professional and smooth. Call ended.

9:08 received confirmation via eMail.

Thanks to Scott and the MSC USA customer service team !

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You lucky people! I called UK office day before yesterday, waited 20 mins before someone answered my call, then she told me she couldn't upgrade my drinks package from classic to deluxe as I had booked with a T/A. Ok, no probs, so I asked my T/A to look into it. MSC wont talk to my T/A, only correspond on email , so they could take upto 72hrs. Still ok by me....no real rush....But then today I logged onto my MSC planner to look at possible excursions for this Xmas cruise. Oooohhh heck...its totally disappeared from my planner...no note of it at all:eek::eek: It was booked months ago, paid for in full weeks ago, but now is not there.

Did I upset someone by calling?:eek: I am now hoping the wonderful Stuart person who answers emails at MSC( ta Bea for that info!) will wave his magic MSC wand & produce my cruise again....just like that!!!!

Edited by firstcarib
typo
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We booked a 7 day Eastern Caribbean trip on MSC Seaside a few months ago. Since then, all I’ve heard from CC as well as my TA what a nightmare it is to call MSC and get somebody on the phone to help them. I’m sure people have had that experience but I thought you’d like to hear a positive report for a change. I called yesterday afternoon to upgrade my “ Drinks on us” package to the Ultimate drink package. I anticipated a horror show of a lengthy wait and to my surprise, my call was answered within 1 min of calling. I spoke with Michael who was very helpful and had my upgrade done in about 5 mins. It was a great experience. Now looking forward to our cruise on 9/29 and putting our drink package to good use.

 

 

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What was the cost to upgrade, if you don't mind my asking?

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What was the cost to upgrade, if you don't mind my asking?

 

It's $18 pppd to upgrade to the Classic (basic) all-inclusive package, which covers everything on the menus bar items with asterisks.

 

It's $26 pppd to upgrade to the Deluxe (premium) all-inclusive, which covers everything EXCEPT items with 2 asterisks, which are Super Premium items and aren't covered by any package.

 

If you upgrade before sailing you will avoid paying the 15% service charge, which is added to these prices when upgrading onboard.

 

See "Can I upgrade to the All-Inclusive CLASSIC package?" on page 3 of the following:

 

https://www.msccruisesusa.com/en-us/Assets/MSC-18-095%20Drinks%20On%20Us%20flyer_new.pdf

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You lucky people! I called UK office day before yesterday, waited 20 mins before someone answered my call, then she told me she couldn't upgrade my drinks package from classic to deluxe as I had booked with a T/A. Ok, no probs, so I asked my T/A to look into it. MSC wont talk to my T/A, only correspond on email , so they could take upto 72hrs. Still ok by me....no real rush....But then today I logged onto my MSC planner to look at possible excursions for this Xmas cruise. Oooohhh heck...its totally disappeared from my planner...no note of it at all:eek::eek: It was booked months ago, paid for in full weeks ago, but now is not there.

Did I upset someone by calling?:eek: I am now hoping the wonderful Stuart person who answers emails at MSC( ta Bea for that info!) will wave his magic MSC wand & produce my cruise again....just like that!!!!

 

 

 

Heard back from the wonderful Stuart, it was obviously an IT glitch with MSC & seems sorted now[emoji106] Just glad I noticed it now & not when we were trying to print off documents, that could have been a problem. Thanks for the info on his email details

 

 

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I think MSC has recognized they had some issues with their phone and web site. I think they have and are addressing these and things overall seem to be a bit smoother than they used to be.

 

It's certainly not the case in the UK. I have emailed three times now and all I get is the automated acknowledgement with a promise to reply in 48 hours. This all started three weeks ago! Useless doesn't begin to describe them.

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It's certainly not the case in the UK. I have emailed three times now and all I get is the automated acknowledgement with a promise to reply in 48 hours. This all started three weeks ago! Useless doesn't begin to describe them.

 

Couldn't agree more, it took 2 weeks and many emails, including one to the CEO plus starting action on Revolver before I received any action - and we are black members with double figures of Msc Cruises !:rolleyes:

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It's certainly not the case in the UK. I have emailed three times now and all I get is the automated acknowledgement with a promise to reply in 48 hours. This all started three weeks ago! Useless doesn't begin to describe them.

 

If you've used the mscdirect@msccruises.co.uk address, then I'm very surprised that you haven't had a response. I get one using that address (from Stuart Chalmers) the very same day.

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It's $18 pppd to upgrade to the Classic (basic) all-inclusive package, which covers everything on the menus bar items with asterisks.

 

It's $26 pppd to upgrade to the Deluxe (premium) all-inclusive, which covers everything EXCEPT items with 2 asterisks, which are Super Premium items and aren't covered by any package.

 

If you upgrade before sailing you will avoid paying the 15% service charge, which is added to these prices when upgrading onboard.

 

See "Can I upgrade to the All-Inclusive CLASSIC package?" on page 3 of the following:

 

https://www.msccruisesusa.com/en-us/Assets/MSC-18-095%20Drinks%20On%20Us%20flyer_new.pdf

 

Bea ... Am I right in guessing that what you quote is to upgrade from D.O.U ? to upgrade from Classic to Deluxe from Miami is $8 pp pd.

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Bea ... Am I right in guessing that what you quote is to upgrade from D.O.U ? to upgrade from Classic to Deluxe from Miami is $8 pp pd.

 

Yes ... it's the prices to upgrade from 'Drinks on Us'. Timbo41 posted that they'd upgraded from DOU and I was responding to Cruisinbuff who asked how much the upgrade cost.

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Bea ... Am I right in guessing that what you quote is to upgrade from D.O.U ? to upgrade from Classic to Deluxe from Miami is $8 pp pd.

 

 

 

In UK to upgrade from Classic( which was inc with Fantastica at time of our booking ) to DeLuxe was £6 pp per day. Hopefully it will be well worth it, especially over Xmas & New Year for the champagne.

Are the snacks (M&Ms, Pringles) in mini bar included in the

DeLuxe?

We may need them if all the threads about poor food on MSC are true [emoji13][emoji12]

 

 

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In UK to upgrade from Classic( which was inc with Fantastica at time of our booking ) to DeLuxe was £6 pp per day. Hopefully it will be well worth it, especially over Xmas & New Year for the champagne.

Are the snacks (M&Ms, Pringles) in mini bar included in the

DeLuxe?

We may need them if all the threads about poor food on MSC are true [emoji13][emoji12]

 

 

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Everything in the minibar is included and it gets restocked every day. It's a no-brainer to upgrade from Classic to Deluxe on US-based MSC cruises.

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Thanks Bea ...

 

You're very welcome, FC. :)

 

After 20 MSC cruises, from Fantastica balcony to YC, I've learned a few things along the way. Plus, I learn a lot here on the forum, especially about US-based sailings, as I haven't experienced one yet. We've 2 booked for next year so I'll be doing a lot of homework onboard on both and will be able to speak from experience then! ;p

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