MSC Cruises has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and expensive.
Prima ervaring met Msc Virtuosa naar Spanje vertrokken 12 Juli tot 26 juli vanuit Southampton. Heel veel vermaak aan boord voor onze tieners. Prima personeel, het is druk maar niet te druk. Eten gewoon, maar voor ons goed genoeg. Geoliede machine ook wat betreft het van boord gaan in een stad, ik ben zeer positief, vorig jaar met Norwegian Viva was ook al zeer positief.
I was unable to travel due to illness and had purchased a drink package for my wife and myself. My wife changed cabins to go in with my daughter and grandson. My granddaughter and her friend went into our cabin. we were not allowed to change the drink package to my granddaughter and her friend. When I applied for a refund on my drink package I was told to claim the money back on the travel insurance. Also the company was told my daughter was allergic to eggs and nuts, but on the final day there was a huge selection of cakes but no egg free ones.
Hice un crucero en el msc grandiosa del 5 al 12 de junio, el barco es espectacular, pero pierde todo su glamour al meter a tantísima gente, el bufet parece Benidorm es un extres impresionante, el día de navegación es horroroso no hay amacas , los camareros del buffet no te dan descafeinado, te gritan como si fueras una oveja, a la hora de desembarcar en Ibiza nos quedamos en un pasillo afixiados más de media hora por poco no me da una lipotimia. Quieren seguir vendiendote el glamour con las noches de gala y demás, pero hay tanta gente Quevedo parece el metro, de glamour tiene poco. Me vendieron un pack de bebidas diciéndome me entraba la sin alcohol y resulta que no entraba, todo el crucero luchando por la sin alcohol los camareros me hablaban mal. En los jacuzzi tienes a los niños encima de ti. Conclusión cuando decidas hacer un crucero busca otra compañía msc está saturando sus barcos de gente parecemos piojos entre costuras.
I’m writing as a Diamond status guest, having just returned from a cruise on MSC World Europa (March 2–9, 2025, from Genoa). Unfortunately, this marks the second cruise in a row with unresolved issues — and broken promises from MSC. We purchased the Easy Plus Drink Package and a 3-restaurant dining package, but again faced missing items, bar exclusions not mentioned during booking, and unavailable drinks in key venues. This was identical to what we experienced on the same ship in February 2024 — and at that time, MSC responded by saying stock levels and communication would improve. Clearly, they have not. The lack of transparency is especially disappointing. For example, on MSC Euribia, the drink package was not accepted in the wine bar — something we only discovered onboard. On World Europa, the Elixir Bar was also excluded, even though this was not listed online before purchase. Staff simply referred us to “fine print” on the menu — which is of no help to passengers who booked from home, based on incomplete or misleading information. We expected better. When a guest is paying €54/day for a beverage package, it’s reasonable to expect the advertised items to be available, and for the inclusions/exclusions to be made clear up front. MSC offered us a €30 future cruise credit per cabin, but this feels like an empty gesture — especially since it’s not combinable with other offers, like our 10% loyalty code. It does not address the core issue: we paid for services that were not fully delivered, and our loyalty as returning guests has been met with generic replies and no meaningful resolution. After multiple disappointing experiences, we now feel compelled to warn other potential guests. We’ll be sharing this review in multiple languages across all platforms, so that others are fully informed before purchasing onboard packages. MSC needs to do better — especially for loyal guests. Johann Holzmann MSC Voyagers Club — Diamond Status
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Just off the MSc Grandiosa in the 12th May and never again will I cruise with MSc. Check in: Download the app and register a credit card. App doesn't like to accept your card the first 20 times, appears to be a common issue and you can resolve it by trying it time and time again or waiting on the phone for 15 mins. Embarkation: Absolute breeze. Handed over paper work, took our luggage and off we went to security. Over an hour wait with no seats no refreshments and no indication of wait time. There was only one security stand open. Buffet: The buffet is a war zone. People cut in everywhere, there's no space to get past, searching for seats for ages only to sit down and your food is cold. The food was decent but they don't change it so had the same breakfast and dinner for a week. Staff: There were 4 members of staff that were truly lovely and I could have chatted with them all day. However most barely acknowledged your presence, I dare say it was so busy for them they had lost motivation. Bar service: My partner was unwell for 2 days of the cruise and despite explaining water was for our cabin at night they would only give me 2 or 3 bottles at a time. This meant I had to run back an fourth waiting 20 mins at the bar, fighting through crowds or pay the extra charge for room service every time. Alcoholic drinks are served 1 at a time and many a time others that had been waiting less time were served first ( an experience shared over 4 cabins -11 people) Photos: They try very hard to get you in for pictures and take them so quickly you feel flustered. We were a group of 11 and the pictures were assigned randomly across our 4 cabins meaning if 1 cabin wanted to buy pictures they didn't have all of them attached to there card/cabin number. Kids club: The kids ran out and thanked me for saving them! There were English and Spanish kids in the club at the same time so over 3 hours they watched 1 film in English and another in Spanish. What a joke! Disembarkation: We went to our allocated area to disembark at the time stated (5 mins early, again as instructed) only to find no one else there and no staff nearby. We joined the other crowd in another area but didn't have anyone to ask if this was ok and our luggage would still be accessible. Luckily we were not in a rush to get off the ship! The ship was so overcrowded it was nothing but a stressful experience. If you enjoy fighting crowds save yourself the money and go shopping on Xmas Eve. We have been with 2 other cruise lines and I will say MSC'S entertainment was the best yet but customer service and ease of access to food and water was unbelievably poor! Never again!
Enjoyed the cruise but the aftercare is abysmal and they ripped us off. Prepaid for two internet packages at a discounted rate but could only activate one of them due to a systems issue, leaving the other (cost £75) unusable. We had to pay an additional €125/£110 on board to buy another one. We were directly told by the MSC rep on board that it would be a simple matter to contact them and get a refund for the higher-priced replacement package after we disembarked. I contacted them the day after, they told me to write an email. Turns out that that then gives them 28 days "to refer to our head office in Italy" as it gets treated as a "complaint" under ABTA regulations. 28 days almost exactly comes and goes and then I get told they'll only refund £75 (leaving us £35 out of pocket), with no explanation as to why. They ignored three emails over three weeks asking for an explanation and a refund of the full amount, then on calling I finally got a reply... that said that they'd need to refer to their head office in Italy again which takes up to 28 days. This is for a cruise that was two months ago now! I've lost patience with them now and am talking to my credit card company to try and get them to get some sense out of MSC as I've been out of pocket for £110 ever since. I did have a great time on board and I'm trying to not let their appalling aftercare, or the fact that MSC seem intent on ripping us off for something that isn't our fault at all, spoil memories of what was a great holiday; but it really wants to make me avoid MSC going forward that their service is this shockingly poor.
I am still waiting a year later for my refund of €4500 when my cruise changed as a result of Russian invasion. They have no managers or supervisors available to speak on phone. And customer service have been ignoring my emails. Operations team respond but have no answers nor do they want to get any. I have to bring them to court now for my basic consumer rights. It’s completely unnecessary the amount of difficulty they are putting up. I’ve had better luck getting refunds from Ryanair. Try Costa Cruises instead.
Was really looking forward to this Cruise on the MSC World Europa as at this moment in time it's the biggest cruise ship in the world. Lets start with the positives, the ship itself is quite impressive due to it's sheer size and has colourful lighting at the back with the biggest slide on view. Good promenade decks with plenty to look at and do, but remember and check out what's included in your package as quite a lot is not included. The bars are great, and there is loads of them, and the quality of drinks included in the Premium package is really good. Our favourite place to go was the Gin and Masters bar with great service and really good quality drinks. The singer in the Masters bar was exceptional and really made for a great night out. We had a balcony cabin which was a good size, modern decor and furniture and quite basic, nothing to much to shout out about but was always clean and tidy. The shower cubicle is small, however the shower is very powerful and hot. The pool areas are good, however on sea days there is not enough beds to go round and my 70 year old mother had to lie on her towel on the actual deck for a seat!! After not being able to find any pool staff and the bar staff being unable to assist we complained to reception and they did upgrade us to Top 20 area for next 3 days, but not everyone was as successful. Sea days you need to be up early to get a bed, but please don't do what a lot of people do, put your towels down and then not use for hours! I am a total foodie and my biggest let down was the food nothing was fine dining, including the complimentary restaurants. We were on a 5* ship with 3* food and had paid a lot of money for the pleasure! There just wasn't enough choice, nothing was ever hot, felt like a school dinner hall and quite often parts of the buffet restaurant were closed, so for a ship which was at full capacity this just didn't make sense. When you say the best thing on your plate was the potatoes what does that tell you!! I heard the same complaints time and time again. I had a friend with me and this was her first time cruising and I had to keep telling her honestly other cruise liners are not like this. The staff were lovely but I honestly felt there wasn't enough of them around the pool and pool bars, especially on the sea days to cope with the amount of people especially when a large number of them were complaining. The ports we called out were great other than Dammam which I still can't quite fathom why MSC would choose to stop here, unless it is to save themselves some money! If doing this trip please remember you cannot drink alcohol whilst in this port and have to be at least 2 hours away from the port before you will be served an alcoholic drink, which is a bit annoying when you paid for a drinks package and are not told this at the time!! For me I would never cruise with MSC again, I think the food issue is too important and a large part of anyone's cruising experience so my advice is to stay well clear.
The employees are quick to respond, helpful, and friendly, which is why is my 3. booked cruise through them. but watch out for their prices... you think you've got the best, but their system doesn't always calculate the club membership discount, had to change the booking option up to several times, also because I was allocated the wrong cabin - if you look at the prices elsewhere , also through their website do not match the prices you get from them by e-mail. in my price I thought I got a good discount, but it differs by DKK 713 from the website, and they will not correct the price after you have paid the deposit, and they will not regulate, so be careful and check the price thoroughly, maybe you have to compare with others . companies that sell the same trips and have a price guarantee. I hope it ends up getting the price fixed, because then I will re-evaluate this notice (44108035)
Terrible cruise company. We did a two week cruise around the med,Balcony cabin which is quite small had to put our cases under the bed when i looked under cleaner obviosly doesnt clean under it,sat in cabin one afternoon & another passenger walked in we had two keycards & obviosly they had allocated our cabin to him. Breakfast buffett was like a war zone food on floor dirty plated on tables total disgrace, if you want to eat & drink from plastic plates cruise on Virtuosa.My agent sent email on 3rd August & we got a reply 4th October customer service is about as bad as it can be. Never again will i waste 5k on another cruise with MSC.
Booked a cruise on Grandiosa may 23 £1800 internal room. then they change ship on us to Virtuosa, we then find the new listings is lot cheaper £1500 and we asked them to match the new price as it different ship or upgrade us to balcony as listing for that only £1850 with £100 on board credit. we got told head office must do allow 72 hours. 7 weeks later and still nothing. we have called loads times and now we told tough, if don't like it cancel and we not get our deposit back. we sailed loads with RC, P&O princess and NCL and never had problems like this. rude and don't care for customers. so we basically loose £300 deposit unless my credit card disputes it now as a not what purchased.
Dreadful check in process. I am that annoyed with the check in process I wish I could cancel the whole trip now. The app does not work, does not recognise names and produces error messages when you try and get e tickets. There is no customer service, zero. will not be doing this ever again. Will be going back to holidays I organise myself minus travel agents and restrictions when I get there.
MSC Cruises. MSC Virtuosa 7 nights from Southampton to Norwegian Fjords. Weather superb - wall to wall sunshine. Haugesund, Flaam,Olden and Moloy. Spectacular scenery, welcoming people. Starting with their online website and app. Dreadful!!! Logging onto your profile often failed; information was often contradictory and out of date. Personal information got lost and had to be reinstated, this by ringing their Customer Service lines which was slow and painful. Supposed to do most of check in online but you couldn’t enter your payment details in advance and had to wait until on board. They also asked you to download a current photo but then took your picture at the check in desk 🤷♀️ Also, wrong level Yatch Club cards issued which needed to be sorted in board. At least they had a dedicated queue for our level (gold). There were three of us in our mini suite, which was a good size. However, the message hadn’t been relayed to housekeeping so it was only set up for 2, including the balcony furniture which they couldn’t increase 😡. Once made aware, our Steward did a great job of looking after us. The deal we got placed us as Aurea guests which meant we had a dedicated restaurant and sunbathing area with Jacuzzi . Our waiting staff were brilliant and the food was ok. Nothing special. The venue, however, was very cramped with tables close together and wonderful views of the lifeboats. The sun area was really nice, could just do with a bit more wind protection. We paid extra for a package that covered drinks, tips and WiFi, and another that gave us 2 speciality restaurants and one of the special shows plus drink. We also went to see the other special show. Drinks were up to a value of £13 which covered all we wanted, as well as Lanson champagne by the glass in the Champagne Bar. Lovely. The two special shows were amazing. Very Cirque du Soleil in their style and brilliantly executed. Highly recommend!! We ate in the Butchers cut and Vietnamese/French fusion restaurants. Excellent food and service. The theatre cast were also excellent and we very much enjoyed their shows. Pools were good, both inside and out With great flumes for kids and a ‘go ape’ style walkway. Also lots of kids entertainment area, most however at extra cost. The ship is big and beautiful but we found that there are too few indoor seating areas, where you could go and chill, read a book, have a drink. Need these when sailing in cooler waters and you don’t want to be in your cabin. Getting on and off the ship would have been so much quicker if their systems were up to the job. We’ve been on many ships and this was the slowest by far to clock in and out. Needs sorting! Disembarkation was a nightmare!! We were late back to Southampton and didn’t dock until gone 8am. Instead of sticking to their system of a limited number who can offload themselves, then wait for your group to collect luggage, they allowed everyone who wanted to take their cases off go first. Consequently instead of being off the ship at 8 ish, we couldn’t get off until 10. It then Took us 1 1/2 hours ( I timed it) to get out of the car park. Worst we’ve ever experienced and we’ve sailed from there quite a few times. So, the itinerary was great, Norway always delivers in all weathers. MSC like to pride themselves in their attention to detail. They’re getting most of the big things right, but the little details that make a company stand out from the others like getting things right first time?? Sorry but they’ve got a long way to go.
