THE WORST CRUISE I'VE TAKEN and the RESPONSE FROM MSC.

[Itchy&Scratchy]

On 2/10/2023 at 10:47 PM, B_A_H said:

Almost all the direct service staff are from SE Asia or Eastern Europe.  They aren't going to where Hawaiian shirts and dance limbo by the pool.  They are servers and you'll be served.

same on Princess and RCI, but they do wear Hawaiian shirts and guess what? I've seen them sing and dance as well.

 

On 2/10/2023 at 10:47 PM, B_A_H said:

If you're on a sailing with a lot of Europeans, be prepared to throw elbows.  They don't queue at home and they don't queue when they are on vacation. 

Depends on the European country. DH and I are from Europe, and queuing up was the national past time. Now that we are American, any line longer than 3 people is such a hassle. 

[PTC DAWG]

On 2/9/2023 at 7:21 PM, scorpiony3358 said:

On the recommendation of my TA I booked the inaugural cruise on the MSC Seascape from Rome to NYC. I am a seasoned cruiser with over 30 cruises under my belt, but never had I sailed with MSC. This cruise left Rome on November 19th. 

I sent the following letter to MSC and my TA sent her own. 

 

My name is                      and I'm contacting you directly because my travel agent has not received a response from you regarding my sailing on the inaugural cruise of the MSC Seascape from Rome to New York November 19, 2022 - December 6, 2022.

 

This was my first cruise with MSC taken on the recommendation of my travel agent. I've previously cruised on Regent, Silversea, Celebrity, Royal Caribbean, Princess, NCL and Oceania since 1999. 

 

I'll begin by saying the Seascape is a beautiful ship and even though it was an inaugural cruise I was shocked by how poor for the most part your services were. I will go down point by point why I am taking the time to notify you of my dissatisfaction.

 

Prior to embarkation my Travel Agent requested that I have an extension cord and distilled water for my CPAP machine plus a disposal container for my needles. Upon entering my cabin 12258 I found a letter stating I needed to go to the customer service desk. I went to the desk 4 times before I was handed the extension cord. I had to return 4 more times and finally spoke with the head of the department who personally brought me the distilled water on two separate occasions. The disposal container was brought after my second visit. This was a total waste of my time having to wait in a long line each time only to be told it was being taken care of. 

 

Thank God that there was not an emergency because your safety drill was very disorganized. 

 

Prior to booking this cruise both my travel agent and I asked about a cigar smoking lounge and was told that the Seascape had one. This was an out and out lie. The smoking areas for the most part were for the most part wide open spaces which were very inconvenient. No cover for rain and no barriers to break up the wind except in one location. 

 

The bar service in the smoking locations was very inconsistent. 

 

As this was not my first transatlantic cruise I was shocked at the TV channel selection. The excuse given was total BS. You did have the World Cup which was great except the feed in my cabin was not in English, but was in English in the sports bar. Your movies were pay per view which should have been free since your TV went dark for at least 5 days. Only 3 English speaking channels 2 were business and one was sky news. All other channels were in different languages. I understand that there are people from many countries then you should have more channels available. 

 

When there finally was TV available the channel selection was poor at best! 

 

The buffet was probably the worst I've ever had on over 30 cruises that I've done. Whoever heard of no ice cream except at 4pm. None available with lunch or dinner. Granted you wanted to sell overpriced Gelato.  Your selection and layout was also terrible. I did enjoy your pizza. 

 

Regarding the food in the restaurant, I'm used to much better quality and a wider selection. 

 

I pre purchased the specialty restaurant package and I stated that I didn't eat Mexican food and I was told no problem to switch to another restaurant. I switched to Teppanyaki and was charged  $73.60. The food was great. I also ate in the steakhouse which was also very good. 

 

Regarding pre-paying for the specialty restaurants and the drink package both charges were not taken off of my $500 on board credit which was not told to me when I was charged. I could have purchased both packages while on board. I was given a $100 additional credit by your head of customer service, but still I had $311.40 that was not spent. That I feel is being taken advantage of and I expect a refund.  

 

As a former music industry executive, I will also say that the main theater shows were mediocre except for the Flamingo guitarist. Your major shows were all basically the same with different songs and costumes. The dancers were very talented, but only 2 of the 4 main singers were good. 

 

The other performers in the main theater like the magician I wouldn't hire for a children's party. The female singer on stage was lost without a live band. The soprano sang songs normally sung by tenors. 

 

I met with the cruise director and gave him my thoughts. On other transatlantic cruises there is usually a band performing at the pool daily or in a lounge. Not on this cruise. Also the music at the pool would be playing while in the smoking area the music would also be playing which was terrible. 

 

The jazz group in the loft was ok, but they alternated with a solo performer who wasn't very good. 

 

Your dueling piano singers voices didn't blend very well on most songs they performed. Since I live in Las Vegas I'm used to seeing many different dueling piano acts. 

 

I can go on, but there are other issues I have like in ports there would always be a free shuttle but not with MSC. Also docking locations were poor. In Madara it was a 2 mile walk and in Barcelona on my last cruise I walked off the ship and was at the beginning of Las Ramblas.

 

I've been on an inaugural cruise and there is something given out to commemorate the occasion. MSC gave nothing!

 

In closing I am giving MSC the opportunity to right the wrongs of my trip and expect to receive compensation for my trip. 

 

Sincerely, 

 

 

Now the response I received from MSC 

 

Good Afternoon 

First, please allow me to apologize for the length of time your request has taken for us to respond to you.

Thank you for sharing your candid comments about your experience onboard our ship. We take your comments very seriously and appreciate your taking the time to share them with us.

We  understand that the problems you pointed out could detract from that enjoyment and sincerely regret if your cruise did not meet your expectations.

Surveys are sent randomly. You may not get one after each sailing however you can always email us your feedback. and we will be happy to review for and do our best to resolution your grievances.

At MSC Cruises, customer satisfaction is our primary goal, we are committed to offering our guests the best possible vacation experience and your comments will help us do that. We truly appreciate your patronage and hope to have the opportunity to welcome you back onboard.

Sincerely,

Chase

MSC Customer Service

 

I did respond to Chase and as of today have not received a response. The fact that not one of my issues were addressed in his response is totally unacceptable. I would not have posted this except for the fact that MSC didn't address me directly and in my opinion Chase just blew me off. 

 

I hope that all who read this understand that as a customer we are entitled to direct answers. I realize that MSC wants our business, but in my opinion this cruise line should treat it's customers with respect. Customer service is what drives all business and MSC needs to understand that. 

 

 

HIGHlarious.  

[scorpiony3358]

To Kernow

I never knew I could use OBC in the casino. One would think that the officer in charge of customer service would have mentioned that to me. As for being upset it's just the principal.   As for belittling well if some can dish it out then they should be prepared for a response. And yes I learned a lesson about the TA I used for the first and time. 

[scorpiony3358]

To Hamrag,

I did fire the TA and as for research I did some, but made the mistake of taking the TA at her word. Win some lose some. The fact that my post is being read by thousands of potential MSC customers hopefully, opens some eyes.

[scorpiony3358]

To PTC DAWG,

I'm glad you enjoyed my post, hopefully you'll never experience a cruise from hell! 

[longterm]

16 hours ago, scorpiony3358 said:

 

You as a musician may have traveled the world, but you weren't good enough to become a star! Have any of the musicians you traveled with presented you with a gold album plaque for helping their careers? Well pal I have over 50 for what I've done. 

Look up what a CPAP machine does and like I said it has nothing to do with smoking. Also, my health is fine. 

I am so happy for you; I know any number of booking agents in Nashville who have the same ego walls.

 

While I have never wanted to be a “star, “I’ve played behind Grammy artists literally thousands of times, have recorded on albums for Grammy award-winning artists; I’m so pleased that you have gold-record plaques on your wall; if you’re running low,  there are lots of companies in Nashville that sell them cut-rate.
 

Enjoy your cruise!

Edited February 13, 2023 by longterm

[JT1962]

16 hours ago, scorpiony3358 said:

To JT1962

I wasn't told I could do that by the officer in charge of customer service. A very simple solution. Thank you 

The cruise line or employees are unlikely to ever tell you this. I learned it was an option by postings on Cruise Critic years ago. It doesn’t work on all cruise lines, but did for me on MSC last month.

[Stockjock]

28 minutes ago, JT1962 said:

The cruise line or employees are unlikely to ever tell you this. I learned it was an option by postings on Cruise Critic years ago. It doesn’t work on all cruise lines, but did for me on MSC last month.

It's not nearly the same thing, but also not a bad way to get local currency, if you need it.  I needed some Euro, so I bought some chips on my MSC card, gambled a bit, and cashed in the rest of them, getting back Euro cash.  I had no cash in Euro, so that helped.  I did however lose a bit at the tables, but it wasn't bad (less than $100 USD).

[Tom-n-Cheryl]

20 minutes ago, Stockjock said:

It's not nearly the same thing, but also not a bad way to get local currency, if you need it.  I needed some Euro, so I bought some chips on my MSC card, gambled a bit, and cashed in the rest of them, getting back Euro cash.  I had no cash in Euro, so that helped.  I did however lose a bit at the tables, but it wasn't bad (less than $100 USD).

 

Ah, yes, the "Chip Exchange Rate". 🙂

 

Tom

[Spurschick]

On 2/12/2023 at 4:17 PM, scorpiony3358 said:

To Styles27

The only thing I would want is the OBC as I wouldn't cruise with MSC again even if the cruise was free. I didn't book the Yacht Club as I didn't feel it would be worth the cost and glad I didn't as my issues would have been the same. 

I only made the post because the MSC response to my letter was unsatisfactory. I did in my response give a time frame for a response and waited a few days before I posted. 

How exactly do you know that sailing in YC wasn’t worth the cost if you didn’t try it.?

 

I am sorry but given what you say you spend on other lines (given the lines you sail) to say it’s not worth it is completely inaccurate. YC bend over backwards to fix things so no your experience would not have been anywhere close to being the same.

 

Given the cruise lines you state you have sailed clearly your TA did a bad job selling you this as I would never ever recommend MSC in non YC to a US guest. European sailings are completely different to sailing out of USA on MSC. And are a far cry from what you are used to.

 

Moral of the story if the price looks too good to be true it probably is. And for a 30 plus cruiser you should have recognized that the price was significantly cheaper that the US targeted ships for the region.

Edited February 17, 2023 by Spurschick

[Spurschick]

On 2/12/2023 at 12:25 PM, Stockjock said:

The same here, but the basic premise relates to the OP's unhappiness that they ended the cruise with OBC remaining, and I think that most cruise line OBC will expire at the end of the cruise if you don't use it.  So I didn't find that comment to be a reasonable complaint, particularly coming from a seasoned cruiser.  As to the billing concerns, most know it's important to address billing issues while still on the ship.

Refundable obc will be refunded to the card on file. Non refundable well shame on them - I’m sorry but they stated they have cruised over 30 cruises. They should know the difference by now. All they had to do was go to casino download it and cash out.

[Spurschick]

On 2/12/2023 at 10:03 PM, KINGBOBOFTHENORTH said:

I don't have time to read 6 pages of responses to this OP's complaints which have to be a joke, right?

 

No extension cord, why didn't you bring one? No water for your CPAP device, why didn't you bring a bottle on board until you got situated? No convenient smoking areas? Are they more convenient on Carnival? So few TV channels in the mid-Atlantic. LOL. The singers voices didn't match? Heaven forbid.

 

This was a joke, right?

Name me a cruise line that has a great selection of tv channels because I’m yet to find one.

 

Oh wait I’m on a cruise - why am I worried about what’s on tv????😉

[scorpiony3358]

To Spurschick, 

You're right I looked at the cost and the fact that it was a new ship that looked very nice. I no longer use that TA. As for being in the YC things would have been better maybe the food and the other passengers, but not the other issues that I wrote about. 

[scorpiony3358]

To Spurschick, 

As for the TV channels I like to keep up with the news and I also like to relax watching a movie or two that I should not be paying extra for. 

 

As a resident of Las Vegas I rarely play in the ships casino unless I find a game I haven't played before is available. I never knew about using the OBC to gamble. 

 

Currently I have 4 cruises booked beginning in April on a Uniworld river cruise for 10 nights. In June I'm on NCL for 14 nights in the Med. In August I'm on a 20 night Regent and in November I'm on a 14 night Regent now that they have cruises with no single supplement. And since I'm retired I'm always looking for a cruise with a low single supplement. 

 

In closing I only posted my correspondence with MSC because the original answer I received was total BS. I gave them a chance to respond prior to my posting and they didn't therefore over 5500 have read my post and hopefully some eyes were opened. I didn't request anything, but did state I should be compensated and that was for the OBC. 

[morpheusofthesea]

1 hour ago, scorpiony3358 said:

over 5500 have read my post and hopefully some eyes were opened.

Though I appreciate all you have posted I find the only problem a gentleman of your caliber made was listening to your now dismissed travel agent who should rebate you for not advising the Yacht Club. My travel agent will not sell anything outside the YC.

  As for over 5800 (at the time of this posting) views only 12 of us are following, which may mean that only we 12 have tuned in over 480 times to this posting.

[mscdivina2016]

20 minutes ago, morpheusofthesea said:

Though I appreciate all you have posted I find the only problem a gentleman of your caliber made was listening to your now dismissed travel agent who should rebate you for not advising the Yacht Club. My travel agent will not sell anything outside the YC.

  As for over 5800 (at the time of this posting) views only 12 of us are following, which may mean that only we 12 have tuned in over 480 times to this posting.

I have read this thread several times , but I am not following it by clicking the "follow topic" slide 

So make that 13 people 😁

[Tom-n-Cheryl]

Tomato, Tomatoe.... 😉

 

I, alone, have probably loaded this page 100 times. (but, I'm in a "learning mode" regarding MSC)

 

Tom

[Spurschick]

7 hours ago, scorpiony3358 said:

To Spurschick, 

You're right I looked at the cost and the fact that it was a new ship that looked very nice. I no longer use that TA. As for being in the YC things would have been better maybe the food and the other passengers, but not the other issues that I wrote about. 

Incorrect

 

your butler would have resolved your CPAP issues straight away at the first time of asking. In fact there is a 24/7 concierge in the YC to cater to your every need (and complaint)

[Spurschick]

6 hours ago, scorpiony3358 said:

To Spurschick, 

As for the TV channels I like to keep up with the news and I also like to relax watching a movie or two that I should not be paying extra for. 

 

As a resident of Las Vegas I rarely play in the ships casino unless I find a game I haven't played before is available. I never knew about using the OBC to gamble. 

 

Currently I have 4 cruises booked beginning in April on a Uniworld river cruise for 10 nights. In June I'm on NCL for 14 nights in the Med. In August I'm on a 20 night Regent and in November I'm on a 14 night Regent now that they have cruises with no single supplement. And since I'm retired I'm always looking for a cruise with a low single supplement. 

 

In closing I only posted my correspondence with MSC because the original answer I received was total BS. I gave them a chance to respond prior to my posting and they didn't therefore over 5500 have read my post and hopefully some eyes were opened. I didn't request anything, but did state I should be compensated and that was for the OBC. 

There is a movie channel onboard

Had you been in the YC you would have had your choice of newspapers printed and delivered to your cabin every morning.

[SpencerJ]

On 2/9/2023 at 7:49 PM, styles27 said:

MSC is a privately owned multi billion dollar shipping and cruise company who doesn't have to answer to shareholders  
What does that mean for us the consumer? They don't care about your grievances or mine.  

We may take our business elsewhere but there are thousands lined up to board their cruise ships at rock bottom prices.

That's how they'll survive.  

What is 1B$ in marketing? NOTHING! 

 

But I AGREE! I told one of the bar tenders pour whatever vodka you want in my drink. He poured Belvedere Vodka. I did not even pay for the package. Drink is on the billionaires at MSC. 

 

Rock bottom prices are actually hard to  keep. Companies have to make a profit. Like I only paid 225$ for a 5 day cruise with Easy Plus included! Not a clue in the world how they made a profit on this one. Diesel is expensive. 

[styles27]

11 minutes ago, SpencerJ said:

What is 1B$ in marketing? NOTHING! 

 

But I AGREE! I told one of the bar tenders pour whatever vodka you want in my drink. He poured Belvedere Vodka. I did not even pay for the package. Drink is on the billionaires at MSC. 

 

Rock bottom prices are actually hard to  keep. Companies have to make a profit. Like I only paid 225$ for a 5 day cruise with Easy Plus included! Not a clue in the world how they made a profit on this one. Diesel is expensive. 

Not $1 billion…$28 billion in revenue in just one year

 

 

They don’t need to worry about money. 
 

https://www.zippia.com/mediterranean-shipping-company-careers-1161622/revenue/

[Tom-n-Cheryl]

54 minutes ago, styles27 said:

Not $1 billion…$28 billion in revenue in just one year

 

 

They don’t need to worry about money. 
 

https://www.zippia.com/mediterranean-shipping-company-careers-1161622/revenue/

 

LOL - on our Reflection sailing over Thanksgiving, one of the restaurant supervisors (who we've sailed with before) was commenting on MSC, as we were next to them in port. He said "it's all Italian mafia"...  😉
 

Tom

[styles27]

20 minutes ago, Tom-n-Cheryl said:

 

LOL - on our Reflection sailing over Thanksgiving, one of the restaurant supervisors (who we've sailed with before) was commenting on MSC, as we were next to them in port. He said "it's all Italian mafia"...  😉
 

Tom

Wouldn’t surprise me at all. lol

[insidecabin]

On 2/17/2023 at 6:47 AM, Spurschick said:

Name me a cruise line that has a great selection of tv channels because I’m yet to find one.

 

Oh wait I’m on a cruise - why am I worried about what’s on tv????😉

Princess has the usual selection of news sport and a few TV shows what they do have is one of the best on demand selection of films and shows all included with the cheapest fares.

[mscdivina2016]

8 hours ago, SpencerJ said:

 

 

Rock bottom prices are actually hard to  keep. Companies have to make a profit.

Not a clue in the world how they made a profit on this one. D

I have to disagree with you.

Why do Micky's D's, Wendy's and Burger King have dollar or value menu items?  They make almost nothing but if they don't have it, people will go to the one that does.

 People want a deal. With MSC, they have a ton of.money so what better way to hurt the competition by offering rock bottom deals so you force the competition to keep prices low and bleed .