MSC refund policy coronavirus

[niko40]

Well at least we seem to be getting somewhere slowly but surely lets see what tomorrow's announcement brings, hopefully it will elevate most people's concerns.

[lovetoholiday]

36 minutes ago, sidari said:

LTH ... had it sent to me but it came from MSC UK office.

Thanks it's very helpful.

[blueslily]

17 hours ago, Cullyman15 said:

This is a posting Board for cruisers, thousands of people have a lot of money tied up and were planning to take vacations. If you don't care to read this stuff stay out of here. 

 

A greedy business model doesn't always work.

 

Yes, I have been. Busy planning the next. 🤗😁

 

Good luck everyone

[Oceans 818]

On 3/9/2020 at 1:47 PM, lizinvan said:

Also casino discounts and fcc from previous cruises (ie the loss of ocean cay visit), etc

 

If you cancel or change through  844-MSC Play division you will lose. I called there and spent an hour on hold to be told if I didn't sail on the paid for cruise I would lose whatever perks and upgrades I haven't forked over cash for.

I then called the 1st # listed on the assurance page and was told that I could transfer my booking to a future date up till 12/31/21 and lose nothing as only their department was handling this situation any other way would be considered cancellation and regular refunds or lack there of would apply.

My booking is through Msc's US site as the Canadian site was crap when I was trying to book originally. I have some friends that had casino credit bookings that were concerned with losing their hard earned discounts!

[niko40]

Oh well still no update

[niko40]

Yet again just another health update on MSC UK and they wonder why customers have no faith in them what so ever. They are back to saying we will advise on indavidual basis only 

[niko40]

So i have just had a personal conversation with the Uk MD of MSC and he assures me there will be a general statement withi in next 4 hours regarding cruise assurance 

[niko40]

***IMPORTANT ANNOUNCEMENT IN RELATION TO CRUISES BOOKED with MSC***

In a continuous effort to support your guests travel arrangements and understanding that some guests may need extra assurances when booking a cruise, MSC have introduced the ‘Flexible Cruise Programme’

Our priority is to make our guests feel assured, so we are allowing our existing guests to reschedule their cruise; if you have booked a Cruise Only you can take advantage of this up to 48-hours prior to original cruise departure and if booked on a Fly Cruise product 96-hours prior to departure. 

If you have booked a Cruise Only holiday for your guests and have packaged with other elements including flights, hotels etc please bear in mind the booking conditions for the providers of these elements. 

When looking to reschedule your cruise you can select any cruise, within the same geographical for example a Med cruise for a Med cruise, and Caribbean for a Caribbean cruise up to the value of your current cruise (if the new cruise is of higher value you can pay the difference)
From the 11th March 2020 you can take advantage of our ‘Flexible Cruise programme’ which is valid for any guest due to sail on or before 30th June 2020. If your cruise is after this date we are monitoring the current situation for further updates and will revise accordingly. 

If you choose to reschedule your cruise and as long as you have paid your cruise balance in full, you can select any new departure date up until 31st December, 2021. If you have not paid your balance in full, you are not eligible for the Flexible Cruise programme. However, you can still participate once you pay your balance in full as per your payment terms. If you do not wish to take part in the Cruise Assurance programme our standard booking terms and conditions apply which can be found here: https://www.msccruises.co.uk/terms-conditions
Should you opt to take advantage of our Flexible Cruise programme then please call our Contact Centre.

IN RELATION TO CRUISES AFFECTED BY THE COVID-19 

Priority will be given to departure date order and we are handling unprecedented levels of calls at this time so we would ask for your full cooperation in managing these in strict departure date order and at this time only contact us for imminent departures, passengers travelling in April, May and June we would encourage you to inform your guests of the policy and please extend your patience when contacting us as our call volumes are high at present. 

Thanks for your full assistance during these challenging times

[niko40]

There will be a further update later apparently 

[alpha whiskey]

1 minute ago, niko40 said:

There will be a further update later apparently 

Niko. Many thanks for your hard work on these updates. Greatly appreciated.

 

[niko40]

3 minutes ago, alpha whiskey said:

Niko. Many thanks for your hard work on these updates. Greatly appreciated.

 

My pleasure i saw an injustice and just thought it needed answering i myself are  not cruising until later in the year so may not be a problem.

Just glad i could help felliw cruisers

[Hampshirejudy]

On 3/8/2020 at 1:30 PM, sidari said:

To quote the Greeks "Avrio" or Tomorrow ! we shall see.

 

On 3/5/2020 at 7:09 PM, rwm01 said:

MSC Cruises has reneged on their offer to reschedule cruises to Italy!

 

In late February an e-mail was sent out by Ken Muskat, EVP and COO of MSC Cruises USA allowing travel agents to postpone and re-book cruises due to COVID-19. We are now informed by our travel agent that MSC has changed their mind and is not honoring these postponements / re-bookings.

 

After working with our travel agent to reschedule our cruise and then cancelling all our travel arrangements surrounding the original cruise, we are now faced with not even being able to get to the ship if we wanted to!

 

Totally untrustworthy!

So unimpressed with MSC, cruise 26th March, statement, ships are still going to Italy, so we can’t go. No communication from them, really bad. In comparison to Cunard, had an e mail from them saying, we can delay our May 2020 cruise until Dec 2021. Can cancel up to 48 hours before. Given $300 on board credit for 4 day cruise. Lovely e mail from them. MSC, won’t bother with them again, would’ve been our first cruise, with a little care would’ve resulted in repeat business as we take about 3 cruises a year. 

[niko40]

Im sure its not over but thanks to everyone else that gave positive contributions it soes make a difference 

[cruiser man 60]

Apparently they have cancelled Saturday Bellissima sailing and ringing people to advise after saying a few hours ago no changes!!!

some cruisers have flown out today, what a muck up

[mackfam]

I'm scheduled to sail on the Seaview in May from Barcelona. I'm aware of the current policy but I would sooner get my money back rather than a FCC. If I wait and MSC cancels the cruise would I then be eligible for a refund rather than a FCC?

[sidari]

Apologies guys just noticed that Niko had already posted further up the page.

 

MSC Announces Flexible Cruise Programme

In a continuous effort to support your travel arrangements and understanding that some guests may need extra assurances when booking a cruise, MSC have introduced the ‘Flexible Cruise Programme’
Our priority is to make our guests feel assured, so we are allowing our existing guests to reschedule their cruise; if you have booked a Cruise you can take advantage of this up to 48-hours prior to original cruise departure and if booked on a Fly Cruise 96-hours prior to departure.
When looking to reschedule your cruise you can select any cruise, within the same geographical for example a Med cruise for a Med cruise, and Caribbean for a Caribbean cruise up to the value of your current cruise (if the new cruise is of higher value you can pay the difference)
From the 11th March 2020 you can take advantage of our ‘Flexible Cruise programme’ which is valid for any guest due to sail on or before 30th June 2020. If your cruise is after this date we are monitoring the current situation for further updates and will revise accordingly.
If you choose to reschedule your cruise and as long as you have paid your cruise balance in full, you can select any new departure date up until 31st December, 2021. If you have not paid your balance in full, you are not eligible for the Flexible Cruise programme. However, you can still participate once you pay your balance in full as per your payment terms. If you do not wish to take part in the Cruise Assurance programme our standard booking terms and conditions apply which can be found here: https://www.msccruises.co.uk/terms-conditions
Should you opt to take advantage of our Flexible Cruise programme then please call our Contact Centre
Priority will be given to departure date order and we are handling unprecedented levels of calls at this time so we would ask for your full co-operation in managing in strict departure date order and at this time only contact us for imminent departures, passengers travelling in April, May and June we would ask you to please refrain from calling until next week at the earliest.
Thanks for your full assistance
NOTES:
I am still waiting for confirmation on MSC Grandiosa itineraries
This applies to UK & ROI - I would assume other regions are now following this. Please check your local MSC website (there are too many to list here!)
I WILL UPDATE WHEN I HAVE FURTHER INFORMATION!
This info comes from another Admin on another MSC group forum.
 

Edited March 11, 2020 by sidari

[mickey89]

22 minutes ago, sidari said:

Apologies guys just noticed that Niko had already posted further up the page.

 

MSC Announces Flexible Cruise Programme..........

 

Where did they announce it, can't see it on their official web site.  Surely that's the place for it ....... ?

Edited March 11, 2020 by mickey89

[itscamparitime]

8 minutes ago, mickey89 said:

 

Where did they announce it, can't see it on their official web site.  Surely that's the place for it ....... ?

we can't find it either !

[sidari]

I had it sent to me by another Admin ton our social media page which cannot be mentioned here, it was sent to travel agents I believe but has not yet been added to the UK site, no idea why!

[Jossie1960]

MSC are managed by incompetent clowns and will never cruise with them again. 

[WonderMan3]

12 hours ago, juraspark said:

 

If you cancel or change through  844-MSC Play division you will lose. I called there and spent an hour on hold to be told if I didn't sail on the paid for cruise I would lose whatever perks and upgrades I haven't forked over cash for.

I then called the 1st # listed on the assurance page and was told that I could transfer my booking to a future date up till 12/31/21 and lose nothing as only their department was handling this situation any other way would be considered cancellation and regular refunds or lack there of would apply.

My booking is through Msc's US site as the Canadian site was crap when I was trying to book originally. I have some friends that had casino credit bookings that were concerned with losing their hard earned discounts!

I called the casino number last week and was told that I could move my booking up to a week prior to departure and could move it to any sailing within the bounds of my certificate (which expires on Oct 31st). The problem with cancelling on reduced rates like this is that you only get the FCC equal to the amount of money paid. If I cancelled and got my FCC and then wanted to use it on a sailing in YC next year I would still owe money because the rate I got was much lower than standard rates. If I move my current booking up to Oct 31st then I will pay no additional cost.

[sofsolnanny]

Sorry to be the bearer of bad news but WHO  has declared the outbreak as a pandemic.

Not sure what impact this will have on the cruise industry---maybe all cruises will be cancelled. Maybe that MSC will cancel my cruise and save me making another date.Also have Princess cruises booked and not sure what to do about them either. Stay safe everyone.x

 

 

 

[Oceans 818]

1 hour ago, WonderMan3 said:

I called the casino number last week and was told that I could move my booking up to a week prior to departure and could move it to any sailing within the bounds of my certificate (which expires on Oct 31st). The problem with cancelling on reduced rates like this is that you only get the FCC equal to the amount of money paid. If I cancelled and got my FCC and then wanted to use it on a sailing in YC next year I would still owe money because the rate I got was much lower than standard rates. If I move my current booking up to Oct 31st then I will pay no additional cost.

If you call the cruise assurance dept. # listed at the beginning they will let you transfer your cruise to another date up till Dec 31/21. It was a better resolve than through the casino dept. And yes he knew it was a cruise certificate and it was him that advised it was a better way to do it. The cruise assurance dept has more moveabitlity and the casino dept can only go by what their policy is. It's 2 different dept's that have different authority!

[Gerard02]

Was due to fly to Brazil tomorrow and pick up the MSC Sinfonia and sail back to the Med. Cruise wads cancelled, Cruise 1st gave a full refund.

[mattcruise615]

Does anyone know what MSC's policy regarding re-booking if you are denied boarding? 

 

Every time I call MSC I get a different answer about this. Sometimes they say that, if you are denied boarding, you can re-book onto a later cruise until February 2021. Other times they say that you are not able to re-book. Another time they said that the people who run the check-in on the day of embarkation will make a decision on the spot about this.