Who to contact for OBC

[DQGal]

I had a cruise canceled by MSC. In the email they sent,  If I rebooked I was to get $200  OBC.  I rebooked,  but the MSC representative wasn't able to get the FCC to connect to the new cruise.   I'll just send you a refund,  I asked her if that would affect my OBC, no she said.  Well now I can't get the OBC because it says i requested a refund.  I've called,  I've emailed. Same response, you requested a refund.  That's the problem,  I didn't request a refund.  I did what I was suppose to do,  now MSC won't hold up there end. Any suggestions? Thanks

[Morgsmom]

9 hours ago, DQGal said:

I had a cruise canceled by MSC. In the email they sent,  If I rebooked I was to get $200  OBC.  I rebooked,  but the MSC representative wasn't able to get the FCC to connect to the new cruise.   I'll just send you a refund,  I asked her if that would affect my OBC, no she said.  Well now I can't get the OBC because it says i requested a refund.  I've called,  I've emailed. Same response, you requested a refund.  That's the problem,  I didn't request a refund.  I did what I was suppose to do,  now MSC won't hold up there end. Any suggestions? Thanks

 I'm confused; it sounds like she offered to send you a refund and you accepted.  That WOULD impact your OBC as it would now be zero. Seems the issue is that you are waiting on your $200 refund. This might take at least two billing cycles to go through so, in theory, it could be in progress.

 

As far as MSC Customer Service, that's a big, deep, black hole.  

[Paphillyguy]

I think I understand.  You had a FCC and they emailed and said that if you used that FCC and rebooked you would get a $200 OBC with that new booking.  I assume that since the FCC wasn't used to pay for the new booking and you were offered and accepted a refund of the FCC the OBC wasn't added because the FCC wasn't used.  

 

My guess is that the first cs rep you talked to did not give you correct information and honestly I think it will be very hard for you to get anyone to correct this.  Their Customer Service is horrendous.  You might if you email them get a better out come but I would not hold your breath.  

[alohayall]

I hear and understand you. 
 

Suggestion?  Change cruise lines or accept the Customer Service they offer, including the loss of something they offered and then took away due to their error. If you can let it roll off your back and not bother you, then keep what is probably a good deal on a cruise (as most of their prices are).  
 

The actual experience on the boat was good when I did my first cruise (December 2021, in the cruise restart bubble). Giving it another try this October - and expect to see more passengers on board, so perhaps more of their ordinary.  I still think I will have a good time. 

[Paphillyguy]

1 hour ago, alohayall said:

I hear and understand you. 
 

Suggestion?  Change cruise lines or accept the Customer Service they offer, including the loss of something they offered and then took away due to their error. If you can let it roll off your back and not bother you, then keep what is probably a good deal on a cruise (as most of their prices are).  
 

The actual experience on the boat was good when I did my first cruise (December 2021, in the cruise restart bubble). Giving it another try this October - and expect to see more passengers on board, so perhaps more of their ordinary.  I still think I will have a good time. 

 

I agree there are a few items that I have learned to live with in regard to MSC.  Mainly, because their Casino offers are great and the service on the ship was excellent.  

 

The main item I have learned to accept is that their website will always give me an error logging into my account.  Their IT is horrendous. 

[mscdivina2016]

19 hours ago, DQGal said:

I had a cruise canceled by MSC. In the email they sent,  If I rebooked I was to get $200  OBC.  I rebooked,  but the MSC representative wasn't able to get the FCC to connect to the new cruise.   I'll just send you a refund,  I asked her if that would affect my OBC, no she said.  Well now I can't get the OBC because it says i requested a refund.  I've called,  I've emailed. Same response, you requested a refund.  That's the problem,  I didn't request a refund.  I did what I was suppose to do,  now MSC won't hold up there end. Any suggestions? Thanks

You called them. That is the start of all your problems going forward.

Worst CS in the industry. IT is also lousy.

I like their products just hate everything else so I now only use a TA for them. Let them deal with the constant never ending BS that this line has.

 

Good luck, I am still waiting on several issues going back to last September.

I already beat them on one issue and I have been paid. 2 more to go.

[DQGal]

Thanks all.   I just feel that their employee made the error,  I didn't request the refund.  She couldn't get the FCC to attach to the new cruise.  But everyone I talk to sees where she issued a refund, so they say I don't get the obc.  I just feel it's their fault. They say one thing and do another. Just makes me mad!

[alohayall]

Yes, it is their fault. And you did not request a refund, but you did accept that option. In the moment, a lot of people wouldn’t have thought about the OBC, either.

 

But what most of us are saying is that this is, unfortunately, what it’s like to deal with them on the phone.  Many of us who have cruised with them chose to do so again.  The cruise product is good; the customer service side - if you have a problem - not always as good.  
 

I, personally, might have a such a problem with the loss of OBC that it would sour my cruise, and, therefore, I think I would just cancel.  Ironically, picking another cruise line might cost more than the $200 in question. 
 

But it’s okay to vent on the forum, if you need to.  Lots of folks who can identify with your pain.

 

Hope it gets better.

Edited June 3, 2022 by alohayall