Americans, how long until you received your refund?

[Até]

37 minutes ago, psmarkle said:

In my confirmation e-mail, the wording is "Your refund will be processed within 60 days." I just checked MSC's US site and here's the identical wording, "If you choose not to take a Future Cruise Credit, a refund will be issued 60 days from the date the refund is requested."

That's changed from a few days ago.  It should help with people who cancelled well before their sail date.  Unfortunately a lot of people are already beyond that time frame.

[KennyFla]

14 minutes ago, Até said:

That's changed from a few days ago.  It should help with people who cancelled well before their sail date.  Unfortunately a lot of people are already beyond that time frame.

Instead of them wasting time reworking wording on promises, just process the darn things.

[Nautical but Nice]

I received the refund of port fees/taxes on May 11, for my canceled sailing from March 15.  It was a casino freebie cruise, so all I had to pay was the port/taxes.  I have yet to receive a refund on my pre-purchased internet or spa visits.  

[psmarkle]

2 hours ago, Nautical but Nice said:

I received the refund of port fees/taxes on May 11, for my canceled sailing from March 15.  It was a casino freebie cruise, so all I had to pay was the port/taxes.  I have yet to receive a refund on my pre-purchased internet or spa visits.  

Like you, I have received my refund of taxes/port fees on a free RCL cruise that was scheduled for 26 June, but still nothing from MSC, yet.

[jansarts]

Exited to report: today  received a credit on my CC for all my pre-paids, that were cancelled on 3/13, still waiting on cruise and port charges and taxes , but at least it's a start!!

[cellfree]

Yeah, good news for you. I cancelled a couple cruises 3/14 and received my FCCs quite awhile ago. I check almost daily for "port charges, etc." to show up on my credit card but still waiting. Would like to see that before I book my next couple criuses. Hate to lay out more money until then. 

[GatorMomInNC]

 

So here is the update to my story.  June 20th Venice Cruise.  Prepaid in full in July 2019. 

Late February began to get nervous about cruising, cancelled all onboard prepaid activities and was refunded automatically.

March 2nd, called TA and cancelled my cruise well within time frame to receive full refund.  Was told "up to 2 billing cycles" for refund. 

Called a couple times to check in and was told by TA that they can see on MSC site that my refund was being processed. 

4/20 MSC told my TA they had processed refund, it would be 12 more days (I thought my TA told me 10 days, but they keep notes of all our conversations and their notes said 12 days).  

Called at 12 days and they said it should be anytime now. 

Called today.  75 days and counting since I cancelled.  26 days since MSC said 12 days. 

MSC has now told my TA they will not BEGIN my refund until my sail date and then it will take 2 billing cycles.  My TA argued with them, pointed out that I had cancelled within my time frame to get a full refund, no reason needed, that they had told us repeatedly they were processing and she went over all the different calls and different stories we were told.  MSC says they don't care that is what they are doing. 

So MSC is totally just lying to everyone and changing their story on a daily basis.  They have spent my money and don't have it to give back to me.   Given their dishonesty and incompetence, I fully expect they are going to declare bankruptcy and keep my money.  I have no faith in them whatsoever.

I want to book a cruise next summer before prices go up (obviously not with MSC) but they have all my money - and to be clear, by money I mean my actual cash deposit, and my reward points which have cash value. 

[misand]

Today was 60 days and I got an email that said something went wrong with your refund pls resubmit your form!  I called and they said their was a glitch in my reservation and it could be another 60 days!   Ugh. We were originally going on armonia March 16!

[mamaneedsavacay]

4 hours ago, misand said:

Today was 60 days and I got an email that said something went wrong with your refund pls resubmit your form!  I called and they said their was a glitch in my reservation and it could be another 60 days!   Ugh. We were originally going on armonia March 16!

 

60 days for us today too and no news. That's a very strange email to get- something went wrong, pls resubmit? Obviously they know you need a refund, since that cruise was completely canceled. Maybe they're hoping you'll take FCC? 

[jstrutton]

12 hours ago, misand said:

Today was 60 days and I got an email that said something went wrong with your refund pls resubmit your form!  I called and they said their was a glitch in my reservation and it could be another 60 days!   Ugh. We were originally going on armonia March 16!

We were scheduled on the same cruise.  Today is 61 days from when we submitted for refund and nothing.  I'm highly tempted to just file a dispute with Visa and let them deal with MSC.  I'd probably get a faster response.  

[sidari]

https://www.cruiseindustrynews.com/cruise-news/22956-msc-cruises-usa-furloughs-128-staff.html?fbclid=IwAR2rkZLozRAP4x9zHpJ4b-8v6Kh2uwc0IzWc7f9HrcTOGlCjyGLqaArLxog

[psmarkle]

Below is what I posted earlier on a related thread, FWIW:

 

Here is the response I got yesterday from MSC Sales Service dept.  I'm on Day 62 now, I plan on waiting until June 14th before calling my CC to refute the charges.  Even in this environment, I feel like 90 days from my refund request should be ample time.

 

"MSC is working diligently to process refund disbursements. Due to the unprecedented volume it is taking longer than anticipated. It is our intention to issue refunds as soon as possible. We appreciate your patience. Thank you."

[Rob-Bob]

Day 62 and no refund.

[SirWolf]

14 minutes ago, Rob-Bob said:

Day 62 and no refund.

Calendar Day 62 or Business Day 62 ?

I’ve been told by MSC USA Escalation Department Rep that MSC counts by Business Days.  I am far over 60 Calendar Days but short of 60 Business Days after my cancellation early March.

[aprilF]

On 5/15/2020 at 4:25 PM, misand said:

Today was 60 days and I got an email that said something went wrong with your refund pls resubmit your form!  I called and they said their was a glitch in my reservation and it could be another 60 days!   Ugh. We were originally going on armonia March 16!

What went wrong is that they want to hang onto your money for another 60 plus days.  Or have you give up and take FCC.  We finally just filed a dispute with our CC, more than 6 weeks after we should have received our refund.

 

If you are disputing, please remember to dispute all of your payments, as your deposit is probably separate from the bulk of your payment and you might have made other charges too.

[Caledonia Boy]

Just started following this thread. I am from Canada and booked through a Canadian tour company called Sunwing. They aren't just a travel agency. They have their own planes, etc. I was on the MSC Meraviglia cruise that sailed Feb. 23 - Mar. 1. We didn't get cancelled. We were the cruise that kept getting denied entry at all the ports. A crew member from the Philippines got on the boat in Miami and came down with the everyday average flu (Influenza Type A) the next day. He was tested by the on board medical staff and they confirmed that it was not Coronavirus. We still got denied entry into Jamaica, Grand Cayman and Cozumel before finally getting allowed off the boat in Cozumel on the second day in port.

 

On Feb. 28 we had a letter in all our doors saying that MSC would refund us 100% of the "cruise fare only" within 30 days. We were also given $200 US/stateroom and 20% off a future cruise as well. I thought that MSC was being very generous at the time. The situation was out of their control. It wasn't like to boat broke down in the middle of the ocean or they ran aground. This was out of their hands. Yet they owned up to things and said that we didn't get what we paid for and they wanted to make things right. That's the way customer service is supposed to work. 

 

Day 79 and I have heard nothing but excuses from both MSC and Sunwing. MSC said that they will credit Sunwing and that it is up to Sunwing to credit me. I sent Sunwing an email on April 9, 38 days after getting off the cruise and they responded on May 7 saying that due to higher than average calls volumes they would get back to me in 2 days. They might as well have not answered me at all. I still haven't heard anymore from them. Perhaps they will respond on June 7. LOL. My last email to MSC in May has never even been responded to. I must be honest in that after the 30 days had passed, people for both companies told me verbally over the phone that it would probably be more like 60 - 90 days because things had ramped up so much and so quickly after we got off the boat.

 

So if MSC takes 90 days to issue a refund, does that mean that Sunwing gets to take another 90 days after they get the money from MSC?

 

I cancelled a 10 day Caribbean cruise with Celebrity for April before they cancelled it. I had already paid in full. (The cruise lines hadn't come out with the 125% FCC yet). They gave me 100% future credit and it took less than a week. I booked my flights through Celebrity and they even gave me 100% credit on those.  I cancelled a Royal Caribbean Med. cruise that was leaving Aug. 24/20. I needed to make final payment by May 11. My wife and I decided to cancel on April 28 and my $900 deposit was back on my credit card on May 4. 

 

MSC might be saying to us that, with all that is going on, they are really busy and all backed up. They might be saying that they are doing it reservation by reservation, ship by ship or sail date by sail date but the fact of the matter is that other cruise lines are just as busy and in the exact same situation. They seem to be able to get things processed in a much shorter time frame. 

Has anyone else experienced much better service with other cruise lines?

 

I am supposed to get a 20% FCC with MSC. After all of this, I am not sure that I will ever use it. The shame of it is that I loved the ship. It was stunningly beautiful. One of the most beautiful that I have ever stepped on. The staff were great to my wife and I. I have been on 21 cruises and some were very high end while others, not so high end. If it weren't for the post cruise lack of customer service, I would have jumped back on the boat again in a heart beat. Now, I'm not so sure.

 

I truly wish you all good luck getting your refunds.

 

Take care and stay safe

Caledonia boy

 

Edited May 18, 2020 by Caledonia Boy

[Rob-Bob]

18 hours ago, SirWolf said:

Calendar Day 62 or Business Day 62 ?

I’ve been told by MSC USA Escalation Department Rep that MSC counts by Business Days.  I am far over 60 Calendar Days but short of 60 Business Days after my cancellation early March.

It has now been 64 days and that is calendar days.  My original e-mail said "Your refund will be processed within 60 days".  I received this e-mail on March 15, 2020.  I have not received any subsequent correspondence that offered any different timeline.

 

I would think "within" would not mean to look for it on day 60.  It could mean 2 weeks later you could have it.

[GatorMomInNC]

The only thing that is consistent with all of these posts and stories is that MSC basically just keeps moving the ball and changing their story and no one is getting any money back.  

 

It doesn't matter what they tell you, they are just making it up as they go along.  

 

 

[dexddd]

18 hours ago, SirWolf said:

Calendar Day 62 or Business Day 62 ?

I’ve been told by MSC USA Escalation Department Rep that MSC counts by Business Days.  I am far over 60 Calendar Days but short of 60 Business Days after my cancellation early March.

We were on same sailing as RobBob but applied a bit later.  As we've posted, our letter said within 60 days.

 

To me, that is 60 calendar days.  Not 60 unicorn days, or 60 Days of full moon, or 60 days of MSC moving the bar.

[dexddd]

Caledonia Boy and at least one of the others on that February sailing is very telling if they haven't gotten refunds since they were offered refunds before the big wave started.

[WonderMan3]

Why do people keep thinking they are going to be getting their money back from MSC anytime soon? Just go by what their original correspondence to you stated as far as turnaround time for refund and once it gets past that point file a dispute with your credit card company if you haven't received the refund. Simple as that.

[Rob-Bob]

I have some good news.  I have a pending credit showing on my CC account.  The credit is for my final payment on my 3/22/20 cruise that was cancelled.  The credit is for the correct amount of my final payment that was made in early January.  I did make my initial payment 14 months ago on a different credit card.  That credit has not shown up ($198).

 

This certainly is a step in the right direction and hopefully those with cruises cancelled in mid-late March will start seeing refunds.

[Bob7]

2 hours ago, Rob-Bob said:

I have some good news.  I have a pending credit showing on my CC account.  The credit is for my final payment on my 3/22/20 cruise that was cancelled.  The credit is for the correct amount of my final payment that was made in early January.  I did make my initial payment 14 months ago on a different credit card.  That credit has not shown up ($198).

 

This certainly is a step in the right direction and hopefully those with cruises cancelled in mid-late March will start seeing refunds.

Hey Rob, MSC threw us a bone, and you got it you lucky dog. Now we can all be wagging our tails waiting for the next bone, and that could be you GatorMomInNC with a claim date of March 2, or Misand with a sail date of March 16, depending on whether they are doing them by claim dates or sail dates. Some of us have both ways covered with both claim dates and sail dates in March like Rob: ... SirWolf, JansArts, DexDDD, NameThatFunnel, Cullyman15, JStrutton, and Catamo. And a whole bunch of us have claim dates in March for later sail dates.

[Caledonia Boy]

It is nice to hear that someone is getting some money back.

I spent a few hours on the phone today with MSC USA, MSC Canada and Sunwing, the Canadian tour company that we booked with. I did finally get out to the MSC Canada rep that Sunwing has been paid by MSC around a week ago. I contacted Sunwing and spoke to a booking agent who conferenced in a supervisor. They basically said that it was above their pay grade and there was nothing that they could do. I do understand that they have limits but they weren't even able to put me through to accounts payable or anyone who I could get any answers from. They basically said just keep emailing the post vacation department. They also said that the only thing that I could do is be patient and wait. Well I am way past that point.

It has been 80 days and I still can't even get the name of a person who is in a position of authority to even give an answer.

My sister in law, who booked with a different company got an email saying that her booking should be dealt with on May 20. 

Here's hoping that some of you might see some action by then. 

Take care

Caledonia boy

 

[Até]

1 hour ago, Caledonia Boy said:

I did finally get out to the MSC Canada rep that Sunwing has been paid by MSC around a week ago. I contacted Sunwing and spoke to a booking agent who conferenced in a supervisor. They basically said that it was above their pay grade and there was nothing that they could do. I do understand that they have limits but they weren't even able to put me through to accounts payable or anyone who I could get any answers from. They basically said just keep emailing the post vacation department. ...

 

I've been avoiding posting my concerns regarding situations like this with Travel Agents.  MSC has said it's trying to support it's agent partners by not pulling back commissions, but I know these TA businesses are in tough times anyway.  I've only booked once through an agent and Cruise Critic doesn't have much info regarding TA's.  I'm wondering about possible TA bankruptcies, kind of like Legendary Journeys a couple years ago.  I wonder what MSC would do in that type of situation?  Does their obligation end when they refund the TA?  I guess it would depend on whether the TA went out of business before or after MSC made the refund.