DISGUSTED with MSC Special Services !

[BermudaBound2014]

10 minutes ago, DCGuy64 said:

Well, everyone is entitled to his or her own opinion, and I can see your point. I just disagree with it. Many passengers onboard cruise ships have any number of medical issues to deal with, and I think (just my opinion, of course) that it is unreasonable to expect them to foresee every eventuality and have supplies on the ship to deal with them. It’s not as if distilled water were the only thing. As a frequent reader of posts on cruise critic, I have heard of people
expecting them to supply (for free, in many cases)
1. Epipens
2. Curling irons
3. CPAP machines
4. Glucose meters
5. Diapers
6. All manner of painkillers and prescription medicines
7. Extension cords
And other things that escape me at 11:53 pm.
My point is that there has to be a reasonable limit on what cruise lines can be expected to have on hand and still keep pricing reasonable. Royal Suite or not, I feel it’s not MSC’s job to fully stock every possible piece of medical equipment or jug of water. If you need it, bring your own. A friendly word with the butler may well get the OP what he/she needs. Writing on Cruise Critic about being disgusted and trashing the company, likely won’t. Just my opinion.


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You are missing the point. I bet MSc does have epi pens available for purchase in the infirmary. Curls are available for purchase with a hair style. They most certainly have glucose meters, painkillers, etc... and if I’m not mistaken they offer diaper packages as SERVICE for their guests. MSc has admitted distilled wAter is a popular request so why not provide the service? Heck, I’d think that the bean counters would be all over this as a revenue opportunity.

 

The only acceptable response when a royal suite guests asks, in advance, for a $1 item they need for medical reasons is.. “it would be my pleasure Sir”.

 

 

[BermudaBound2014]

23 minutes ago, DCGuy64 said:

. A friendly word with the butler may well get the OP what he/she needs. Writing on Cruise Critic about being disgusted and trashing the company, likely won’t. Just my opinion.


Sent from my iPhone using Tapatalk

 

The guest can not wait to request from their Butler because it’s a medically needed item and they can’t take a chance that the “special service” department is wrong about availability. They will have to find a store between the airport and port and then schlep a few gallons of wAter around on embarkation day. Personally, I’d be annoyed. 

 

Also, This is the perfect place to write about being disgusted with this policy because this is the place that guests go to read about the company before purchasing. One of the areas that MSc is continuously getting poor reviews on is in customer service. IMo this “issue” is the exact thing that should be being discussed here. It gives everyone a good idea of what I mean when I say that on MSc the customer is not always first.

 

It’s important that guests know how MSc is different than other companies sailing from Florida. This topic is a perfect example. I’ll still book MSc, but I do so knowing the limitations of a budget cruise line. 

[sverigecruiser]

18 hours ago, Shippy said:

    Will be on the Seaside in 2 weeks. We are staying in the Yacht Club Royal Suite.....not that it should matter.

i emailed their special services department...just as I do on other cruiselines....explaining that my husband has had significant sinus surgeries and must use a medicated rinse daily.

   He has the medication but needs distilled water to mix it with. Normally by doing t

his kind of email, A gallon jug will be waiting in our cabin when we arrive.

     I was shocked to read their reply that said they do not have enough of that for everyone who asks and that we should bring our own. They also said to be sure the cap has not been opened before so they will not take it away when boarding !

  Do they also do that for CPAP users !

I am willing to PAY for it just to not have to lug it onboard !

 

 

 

I agree with you that they should be able to have it for you on the ship but you should have asked about it when you booked the cruise.

[sverigecruiser]

14 hours ago, mnocket said:

Is this another example of a disconnect between MSC's practices and the N American's expectations?  I'd like to hear from some Europeans to see if they are as surprised and appalled  by this as we N American's are.  It's pretty unbelievable to me.

 

I'm not surprised. I think that it should be available on the ship but I really don't understand why anyone just assume it is. If someone really need something "special" on the ship isn't the best thing to ask when booking the cruise instead of assuming they have it?

[G.M.T.]

Thinking outside of the box (how I hate such sayings, although it does apply to dear MiL when she gets up in the morning after sleeping in her coffin, another favourite "reach out to someone").

 

So back to theme, could it be that MSC is trying to discourage passengers with certain requirements from cruising by their refusal to supply requested item?

 

I need a pain killer or better still a beer, I go all funny after writing about dear MiL.🍻🍻

 

PS. Do scooter providers (e.g. Special Needs at Sea) supply Distilled Waters?

Edited September 29, 2019 by G.M.T.

[capriccio]

I think whether it is available or not (and I tend to support the make it available camp for the many reasons listed here), it should not be dependent upon whether one is in a Yacht Club Royal Suite or the cheapest cabin on board. If it is available - for free or at a price - for one it will be available for all.  That was an unnecessary piece of information in the original posting.

Edited September 29, 2019 by capriccio

[carlmm]

7 hours ago, BermudaBound2014 said:

 

The point here is that MSc is FORCING guests (in a royal suite no less) to carry on distilled water.

 

 

 It's even worse: MSC is forcing me, no: all cruise lines I have sailed are forcing me to carry on my prescription drugs, to carry my medical equipment, to carry all the applications and to carry all the accessory parts. Almost all of my carry-on is for medical purposes. They really should provide this - NOT.

(Just using capital letters as others choose to shout out far over the top expressions like "disgusted", "shocked" and "forcing".)

 

Imho, a "special service" should be regarded as that, "special", something to be happy about, something to appreciate. Something that, when it is important to you, might induce you to think better about the company or might influence your decision.

But nothing one is entitled to. Not to receive special treatment is nothing to flame the company for.

 

Different cruise lines can have different rules. When asking about oxygen a couple of years ago the answers varied significantly: the cruiseline provides oxygen; the cruiseline does not provide it but allows one to order some via a specific company; the cruiseline does not provide it but allows one to bring one's own (to carry on ...); the cruiseline does not allow it at all. Having gotten the answers, we made our plans accordingly. Some answers might have been disappointing but: No reason to be "disgusted".

Some ships have facilities for dialysis, some have not. The rules vary a lot.

 

7 hours ago, DCGuy64 said:

Well, everyone is entitled to his or her own opinion, and I can see your point. I just disagree with it. Many passengers onboard cruise ships have any number of medical issues to deal with, and I think (just my opinion, of course) that it is unreasonable to expect them to foresee every eventuality and have supplies on the ship to deal with them. It’s not as if distilled water were the only thing. As a frequent reader of posts on cruise critic, I have heard of people
expecting them to supply (for free, in many cases)
1. Epipens
2. Curling irons
3. CPAP machines
4. Glucose meters
5. Diapers
6. All manner of painkillers and prescription medicines
7. Extension cords
And other things that escape me at 11:53 pm.
My point is that there has to be a reasonable limit on what cruise lines can be expected to have on hand and still keep pricing reasonable. Royal Suite or not, I feel it’s not MSC’s job to fully stock every possible piece of medical equipment or jug of water. If you need it, bring your own. A friendly word with the butler may well get the OP what he/she needs. Writing on Cruise Critic about being disgusted and trashing the company, likely won’t. Just my opinion.

... canes, walking frames ....

... reading glasses ....

... of course all kind of specific diets ....

 I am very much with you, DCGuy64.

 

It is sad if you cannot travel the ship or the place you want due to medical restrictions of whatever kind. Be happy if the situation can be resolved by preplanning.

 

 

[sidari]

On all of our 20 + cruises we bring an extension socket which does not have a breaker on it, there has never been an issue apart from last Xmas boarding Divina despite the fact that it had previously been on the same ship. At the M & M I spoke to the Captain who told me it should not have been taken and had it returned to our cabin the same day.

[BermudaBound2014]

1 hour ago, capriccio said:

I think whether it is available or not (and I tend to support the make it available camp for the many reasons listed here), it should not be dependent upon whether one is in a Yacht Club Royal Suite or the cheapest cabin on board. If it is available - for free or at a price - for one it will be available for all.  That was an unnecessary piece of information in the original posting.

 

I agree that distilled water should be available to all classes. I believe the OP agrees with you also when they stated "not that it should matter" in the thread..

 

I disagree in that I believe that this is a very interesting piece of information as it speaks to the way that MSC treats their Royal Suite guests.  A common saying on both MSC ships I sailed (and one was in the YC) was, "Sorry, that is not possible". Even very simple requests were met with 'no'.  The fact that MSC is unwilling to provide a $1 item to even their Royal Suite guests speaks volumes.

 

This is poor service, period. I remember days sailing with aging parents. Carrying on a gallon of water would be a significant burden. MSC has already stated its a high demand item. Instead of thinking "how can I best provide this service for my valued guests" OR even, "How can I find a win/win for my guests (ie, sell the product for a profit on-board), their response was the typical 'Sorry, that is not possible."

 

This policy is an example of why MSC scores very low in the customer service area. I can't, for the life of me, understand those that want to defend the company on this one.

 

 

[BermudaBound2014]

1 hour ago, carlmm said:

 It's even worse: MSC is forcing me, no: all cruise lines I have sailed are forcing me to carry on my prescription drugs, to carry my medical equipment, to carry all the applications and to carry all the accessory parts. Almost all of my carry-on is for medical purposes. They really should provide this - NOT.

(Just using capital letters as others choose to shout out far over the top expressions like "disgusted", "shocked" and "forcing".)

I don't think this analogy works. We are talking about a generic $1 item (gallon of distilled water). I do take your point regarding the capital letters and the 'over the top' language and will refrain.

1 hour ago, carlmm said:

 

Imho, a "special service" should be regarded as that, "special", something to be happy about, something to appreciate. Something that, when it is important to you, might induce you to think better about the company or might influence your decision.

But nothing one is entitled to. Not to receive special treatment is nothing to flame the company for.

I also agree that special services should be something to appreciate not something to feel entitled to receive. That makes this topic an even larger blunder. MSC has already concluded that this product is in high demand and instead of taking action so that guests "feel better about the company", they have reverted to their standard response, "Sorry, that is not possible". 

1 hour ago, carlmm said:

 

Different cruise lines can have different rules. When asking about oxygen a couple of years ago the answers varied significantly: the cruiseline provides oxygen; the cruiseline does not provide it but allows one to order some via a specific company; the cruiseline does not provide it but allows one to bring one's own (to carry on ...); the cruiseline does not allow it at all. Having gotten the answers, we made our plans accordingly. Some answers might have been disappointing but: No reason to be "disgusted".

I think you are onto something here. Had the OP written they were 'disappointed' instead of 'disgusted' the responses might have been more compassionate. 

Regardless of language, I stand firm that this is both a service error and missed opportunity for MSC. Such a simple solution, totally ignored. 

[BermudaBound2014]

30 minutes ago, sidari said:

On all of our 20 + cruises we bring an extension socket which does not have a breaker on it, there has never been an issue apart from last Xmas boarding Divina despite the fact that it had previously been on the same ship. At the M & M I spoke to the Captain who told me it should not have been taken and had it returned to our cabin the same day.

 

Another example of left hand not knowing what the right hand is doing. One department tells guests to bring an extension cord, another department takes said extension cord from the guest. 

 

PS: That comment is not directed at you Sidari even though I quoted you. I know I am preaching to the choir on the topic of left hand/right hand blunders :). 

[G.M.T.]

58 minutes ago, BermudaBound2014 said:

 

Another example of left hand not knowing what the right hand is doing. One department tells guests to bring an extension cord, another department takes said extension cord from the guest. 

 

PS: That comment is not directed at you Sidari even though I quoted you. I know I am precahing to the choir on the topic of left hand/right hand blunders :). 

How can you attack left and right handed people without including ambidextrous  people. 🍻 One for eacj hand.

[smile145]

I’m not the OP but agree that MSC should have distilled water available.  I don’t think they should have all medical equipment (like an actual CPAP machine etc) as someone suggested but having water which is tough to carry on board and as easy for them to provide as any other bottled water they carry, should be provided.  I’d even be fine with a markup, say if they want to charge $5 a gallon but saying carry it on is crazy to me.

     I got my upcoming first MSC cruise for free, staying in an Aurea suite, from a casino.  My guess is that MSC did a bunch of these deals with casinos, not only because they want people to spend money in their casino, but because they want to introduce more people from the US to the brand.    

      My husband and I will I am sure enjoy our cruise and find some way to obtain distilled water gallon and carry on board (we are not sailing out of POM as someone suggested it’s easy to grab there, we are sailing out of Manhattan and arriving at the port by shuttle so I’m not sure where we will grab it).  Anyway we will enjoy the cruise but because of the way special services has treated our request for distilled water, we won’t purchase a future cruise with MSC.  We will go back to RCCL where we are treated much nicer when requesting a simple item.

     I am sure it doesn’t matter to MSC that we won’t come back to purchase a cruise after our free cruise, but given the huge number of posts on this topic on various Facebook groups and roll calls for the upcoming Meraviglia US trips, of all MSC first timers, I think MSC will eventually realize they are making a mistake not offering the water on board either for free or purchase.

Edited September 29, 2019 by smile145

[SirWolf]

just my 2 cents... I would consult my physician and ask him if it is o.k. to travel after the surgery. Weather conditions , pollution and seasonal local allergies may worsen the condition.

When it comes to distilled water there are alternatives, such as boiled and cooled

tap water, are recommended by the FDA.

Link: https://www.fda.gov/consumers/consumer-updates/rinsing-your-sinuses-neti-pots-safe

Sterile solution (for contact lenses) can be used as well, ask your doctor for other alternatives to distilled water.

I would never blame it on the airline, hotel, cruise line or rental car company.

It is my health and I am responsible to be prepared while traveling.

I hope your husband gets well soon and you both enjoy your cruise.

[Cruising89143]

I have been reading this thread with interest including some now deleted comments. I don’t think that this has anything to do with those located in the U.S having a certain attitude. The main cruise lines here in the U.S have a special needs department that have always encouraged and handled certain requests such as special diets, oxygen and yes distilled water to name a few. We have never had to use this department in our thirty plus years of cruising but it’s nice for those that need it. My guess is this is a request that may be new or not often requested with MSC.

 

We love Celebrity but we want to try MSC and I do not expect them to be like the other cruise lines which is great but if MSC is going to be successful in the North American market then they will need to be prepared to make changes that are expected by the local guests. They’re spending a lot of money building a new terminal in Miami to handle two large ships at once not to mention the number of new builds on order. I expect more ships will be home ported in North American markets such as the west coast. It has to work with those kind of expenditures.

 

https://www.cruiseindustrynews.com/cruise-news/20823-three-bidders-emerge-for-seattle-s-new-cruise-facility-at-terminal-46.html

 

I came across the article in the link below this week when I was doing some online research of MSC. It’s an interview with Ken Muscat but is directed towards TA’s of which I am not. It’s an interesting article and gives some insight on MSC’s thoughts on their product here in the U.S. Ken spent many years with Royal Caribbean before he moved to MSC the first time so he knows this market well. Good read.

 

https://www.travelagentcentral.com/cruises/a-chat-ken-muskat-site-at-msc-cruises-north-american-hq?fbclid=IwAR2N6Vv7muRHKJIigQ9988KVG2JJpiz_wGJYYkYH6SCxNREWqiZcWvIaQSA

[Homosassa]

As someone who cruised with a passenger that uses a CPAP machine, I have some first hand experience of MSC's service for those who need a CPAP.

 

We were on the Divina. We were told to bring distilled water and an extension cord (does anyone travel without an extension cord that uses a CPAP machine?) 

 

The distilled water was to make sure that it was available for the machine. The extension cord was because while the ship does have cords available,they are on a first come, first saved basis and may not be available.

 

In any case, because someone who has no experience with the service provided to CPAP users by MSC would not know this, when one boards, one contacts Guest Services to send maintenance to the cabin. There is a hidden plug available for CPAP machines  by the headboard of the beds that can only be accessed by maintenance.  An extension cord is not necessary unless one does not want the CPAP on the side table. Voltage is both 110 and 220.

[onetimearoundtheworld]

1 hour ago, smile145 said:

I am sure it doesn’t matter to MSC that we won’t come back to purchase a cruise after our free cruise, but given the huge number of posts on this topic on various Facebook groups and roll calls for the upcoming Meraviglia US trips, of all MSC first timers, I think MSC will eventually realize they are making a mistake not offering the water on board either for free or purchase.

 

Depending on what kind of itineraries they offer they might not solely rely on american guests to fill their ships. Even though for europeans it will probably still be easier to fly to martinique or guadeloupe to join an MSC caribbean cruise.

But apart from that I am not sure if the percentage of people needing what other cruise lines offer as part of their special needs department is as hight as some make it seem here.

 

MSC has a lot to improve on, not only for the american market, but I don't believe their success will depend on the topic of this thread. 

[mnocket]

2 hours ago, cruisingator2 said:

I came across the article in the link below this week when I was doing some online research of MSC. It’s an interview with Ken Muscat but is directed towards TA’s of which I am not. It’s an interesting article and gives some insight on MSC’s thoughts on their product here in the U.S. Ken spent many years with Royal Caribbean before he moved to MSC the first time so he knows this market well. Good read.

 

https://www.travelagentcentral.com/cruises/a-chat-ken-muskat-site-at-msc-cruises-north-american-hq?fbclid=IwAR2N6Vv7muRHKJIigQ9988KVG2JJpiz_wGJYYkYH6SCxNREWqiZcWvIaQSA

 

It was an interesting read.  He freely admitted that MSC wasn't a good fit for everyone.  Unfortunately, he really didn't give a very comprehensive explanation of exactly who they were targeting.  His words follow.....

Muskat describes guests who board an MSC Cruises' ship and leave happy as "curious travelers, sophisticated voyagers" or those who enjoying mixing and mingling with others from international cultures and allowing their children to do the same. 

They are not seeking a party boat. And, they're not seeking a fully Americanized experience.

 

I agree with the "not seeking a fully Americanized experience" and "enjoy mixing with others from international cultures" part, but the rest just doesn't jibe with what I saw on my recent Seaside sailing.  First and foremost to claim it's not for those seeking a party boat is hard to fathom.  There's simply no way Muskat could have spent a day at a Seaside pool  and come away with that impression.  All I can say is that if MSC is truly targeting sophisticated voyagers who are not seeking a party boat, they have failed miserably.   This article just reinforces my impression that MSC really hasn't clearly defined their N American strategy and is quick to toss aside criticism as naive comments from those who want a fully Americanized experience.   

Edited September 29, 2019 by mnocket

[Shippy]

To Those I Upset With My Original Posting..... I would like to clear a few issues...

   I included the fact that we would be in a YC Royal Suite and then added...that should not matter, because many times people on the MSC board assume Yacht Club guests should be entitled to more & I do not believe that should matter when asking for any type of special services.

  I was shocked......although I guess I should have just been 'surprised' by their reply as we have been on 4 other cruiselines that provided it without question.

  This is not a slight as such against MSC, merely their special service department as they admit they provide that to 'some people' & then run out.

   We have sailed MSC since way before the Yacht Club experience came to be and always spoke highly to our friends about them.

   To those of you who over reacted and replied with such disdain to my posting...I apologize...sounds like you need a relaxing cruise....hopefully in the Yacht Club    :O)

[April42749]

Distilled water is something commonly requested.  It should be available.  Other medical devices are small and portable.  Distilled water isn't.

 

A couple of years ago I had to drink almond milk as a medical necessity.  It wasn't available on MSC so I didn't go on MSC.   I am aware that non-refrigerated containers are available but I wasn't going to carry a weeks supply.

 

They have it on Carnival and they have it on NCL....for free.

 

It's all about my comfort and making my trip as easy as possible.  And that's how it should be for everyone.

 

In fairness, I would inquire before I book and if my needs aren't met....then I don't book.

[Shippy]

36 minutes ago, April42749 said:

Distilled water is something commonly requested.  It should be available.  Other medical devices are small and portable.  Distilled water isn't.

 

A couple of years ago I had to drink almond milk as a medical necessity.  It wasn't available on MSC so I didn't go on MSC.   I am aware that non-refrigerated containers are available but I wasn't going to carry a weeks supply.

 

They have it on Carnival and they have it on NCL....for free.

 

It's all about my comfort and making my trip as easy as possible.  And that's how it should be for everyone.

 

In fairness, I would inquire before I book and if my needs aren't met....then I don't book.

 

    Thank you for your thoughts. For sure I will not take something like for granted again. It will not stop me from booking...I will just be more prepared.

[cruisingnewtoit]

My hubs uses a CPAP and we didn't know the cruise lines would provide the distilled water. On our 1st 2 cruises he would bring the gallon jug with us.

 

We got spoiled when X provided it for us.

 

We are going on the Meraviglia next Feb and will bring the supplies. I would rather just pay and have the water waiting for me.

[lizinvan]

1 hour ago, Shippy said:

 

    Thank you for your thoughts. For sure I will not take something like for granted again. It will not stop me from booking...I will just be more prepared.

We were on MSC first time April/May. 4 itineraries; 3 ships all in Europe departed by from Three different ports in three countries.  I held on the phone for special services for a lengthy wait to request distilled water and an extension chord only to be told there was a special request form and my travel agent should complete and submit it for me!

We all know the response when it came was “do it yourself”.  We too have made a similar request of 4 cruise lines in many parts of the world over several years and a dozen prior cruises.  We managed to drag a 5 litre jug aboard in Barcelona.   All other lines have provided a gallon jug each time; more if not sufficient for a longer itinerary.  We were begrudgingly given a one litre bottle by MSC for our 40 nights with them.  Needless to say we were not successful at securing sufficient supplies in all of the 10 countries we visited where appropriate pharmacies were not always accessible and language barriers did not always preclude our understanding.  Some told us to go to hospital!:)

Many here have voiced the same experience for U.S. cruises so guess we won’t bother asking in advance for supplies on the Meraviglia.  Thanks for sharing folks and happy travels.

 

[Shippy]

Thanks but these posts have nothing to do with 'drinking' water.

[Captain-John]

I thought it was pretty funny actually. I'll need to remember that and use it with my doctor.