MSC Cruises Arvostelua 

**Very disappointing – £200 mattered more than customer goodwill**

I had an upcoming MSC cruise booked, but unfortunately my wife recently underwent major ankle surgery following a serious accident. Her recovery has been difficult, and her surgeon has advised that she cannot undertake the long-haul flights required for us to travel to Punta Cana.

This was completely unforeseen. We contacted MSC approximately seven months before the cruise, explained the circumstances and offered to provide medical documentation from her surgeon.

We asked for one thing: the return of our £200 deposit on compassionate medical grounds.

MSC refused.

Instead, we were repeatedly told that we should have travel insurance and that this was something we should claim through insurance.

Of course I understand the purpose of travel insurance. What I don't accept is using insurance as a reason for a company to make absolutely no attempt to show compassion or discretion when faced with a genuine medical situation.

The cruise was still around seven months away. MSC had plenty of time to resell the cabin. We weren't asking for compensation, damages or anything unreasonable. We simply asked them to consider the circumstances and return a £200 deposit.

They chose not to. What a nasty corporate company!

What has really surprised me, however, is what happened afterwards. Having become increasingly disappointed with MSC's response, I started reading reviews from other customers. I was genuinely shocked by the volume of negative experiences being reported, particularly complaints about customer service and the way customers are treated when problems arise.

Having now experienced MSC's customer service personally, I can unfortunately understand some of those complaints.

In my view, this is what happens when corporate policy becomes more important than customer goodwill. A company can hide behind its terms and conditions, but it cannot hide from the impression it leaves with its customers.

Ironically, I am now quite glad that I looked more closely at MSC before we travelled. I would much rather discover how the company handles difficult situations after losing £200 than discover it after spending thousands on a cruise.

So congratulations, MSC. You have retained my £200 deposit.

But you have also lost a customer who would otherwise have considered booking future cruises.

I will never book another MSC cruise.

I will also be sharing this experience on other relevant review platforms because prospective customers deserve to know how our situation was handled.

For MSC, £200 may have been worth protecting.

For me, the lesson is considerably more valuable: choose a cruise company that remembers there are actual people behind the booking numbers.

Would I book MSC again? Absolutely not.

Ik ging met de cruise MSC vanuit Rome.
Nooit weer!
Wat een ongeordende en rumoerige cruise. Overvol, veel lawaai, je verstaat nooit wat wordt omgeroepen. Het eten een ramp, je kunt geen plekje vinden. Mensen scheppen heel veel op, alles in de kliko . Voor alles wordt geld gevraagd. Zelfs voor water. Het personeel is aardig. De hut prima. Overal wordt gerookt. Eten wordt meegenomen naar zwembaden en ik een keer flink gevallen over een stuk meloen. De laatste dag om 19.30 van boord en pas om 18.00 vliegen, zit je de gehele dag op het vliegveld en dat is dan je 8e dag. Het is mij heel erg tegengevallen, wilde het graag 1 x proberen, nu daar blijft het bij! Een all inclusive in Turkije is veel meer vakantie, dit ervaren als een pretpark op een mooie dag met heel veel bezoekers.

Schiff: MSC Seashore
Ein fantastisches Schiff, sauber, freundliches Personal.

Route: Port Canaveral, Nassau, Ocean Cay, Cozumel, Costa Maya
Die 12-tägige Reise führte uns zu tollen Locations.

Top:
Die Reiseziele und das Schiff.

Flop:
Leider wurde ein Landausflug aufgrund von Algenbildung am Strand gekürzt (Mexiko). Eine aliquote Rückerstattung wurde uns zugesichert. Eine Kontrolle über diese Rückerstattung habe ich nicht, denn nach dem Auschecken stellt die MSC-App keine Informationen über die vergangene Reise zur Verfügung.

Der Landausflug am Ausschiffungstag (Kennedy Space Center) wurde von MSC aufgrund einer zu geringen Teilnehmerzahl storniert. Leider gab es keine Info über diese Stornierung. Erst am Vorabend, als wir keine Tickets für den Ausflug erhielten, wurde ich auf die Stornierung aufmerksam. Doppelt bitter, weil ich dadurch 10 Std. sinnlos wartend am Flughafen Orlando verbringen musste (der Transfer zum Airport im Anschluss an den Landausflug wäre Bestandteil des gebuchten Ausflugs gewesen). Ich musste am Schiff um 22 Uhr am Vorabend "in letzter Minute" einen (teuren) Transfer für den Ausschiffungstag buchen und quasi einen Tag sinnlos auf einem Flughafen in den USA verbringen. Zeit für eine ad hoc selbst zusammengestelltes "Alternativprogramm" für diesen Tag blieb nicht mehr.

Mailanfragen mit der Bitte um Übermittlung einer Abrechnung bzw. einer übersichtlichen Aufstellung der Kosten/Rückerstattungen blieben mehrfach unbeantwortet.

In Bezug auf Organisation und Kommunikation hat MSC enormen Aufholbedarf. Leider sind die Personen an der Telefonhotline in jeglicher Hinsicht auch sehr unwissend...

Mir ist völlig unverständlich, warum eine (an sich sehr gute) App nach der absolvierten Reise keine Informationen mehr über die Reise bereit stellt.

Ebenso irritierend: Das Internet-Paket für an Bord (mit 1 Handy) wird so angepriesen, dass man mit 1 Handy online gehen kann. Ich wollte diesen Zugang abwechselnd mit meiner Frau in Anspruch nehmen. Leider nicht möglich. Jenes Handy, mit dem man sich zum ersten Mal ins WLan einwählt, bleibt (ausnahmslos) das berechtigte Handy. Leider wurde beim Paket-Verkauf diese Tatsache nicht so dargestellt.

Schade, die Reise an sich ist 5 Punkte wert, in Verbindung mit dem erlebten Chaos lande ich bei 2 Punkten.

We recently sailed with MSC on the Alaska cruise from July 13–20. We were very lucky with the weather, which made the destinations even more beautiful. Unfortunately, almost everything else about our experience was disappointing.

The problems started at check-in, where we were told that our cabin had already been assigned to someone else. We had to wait around 30 minutes before they finally confirmed that the cabin was actually ours.

As a pregnant passenger, I should not have been required to go through the security scanners. Despite this, I was instructed twice to walk through them, which was very concerning.

No one offered to help us with our luggage, so we had to carry everything to our cabin ourselves.

We were also surprised by the complete lack of privacy. Every evening, the crew entered our cabin to leave the daily information sheet, even if nobody answered after they knocked. On our very first evening, we had gone to bed early and were shocked when someone suddenly walked into our cabin.

Another frustrating experience happened one evening at 9:30 p.m., when we received a phone call because we had forgotten to sign our Canada Travel Card. Fortunately, our 5-year-old son did not wake up, but we were already in bed. We asked if we could simply sign it the next morning, but it was disappointing that such a non-urgent matter could not wait until then.

A few days into the cruise, it became clear that a stomach virus was spreading on board. The buffet and all self-service drink stations were closed as a result.

We have been on several cruises before, but this was our first experience with MSC—and unfortunately, it will also be our last. Based on our experience, I cannot recommend MSC.

This was by far the worst experience my wife and I ever had for a vacation. Weeks prior to our honeymoon we found out that my wife was pregnant and would be in her second trimester during the cruise. We immediately attempted to cancel so we could just reschedule for a later cruise date. MSC told us that we could not cancel despite the fact she was pregnant and was already experiencing morning sickness. Well, we didn't want to just throw away 2,000 dollars so she decided to push through it; which became a huge mistake. The entire 7 day cruise she puked 2 to 3 times each day either due to the morning sickness, the smell of the food, or the rocking of the ship. Instead of venturing from her cabin she stayed in 75% of the time unless we docked somewhere that she could get away. Now, it needs to be stated the food is horrible on this ship; it's either bland or too salty. More importantly, they will nickel and time you for everything such as a non-alcoholic drink package that is 42 dollars per person per day (Yeah, it's that bad). The amenities are too few, too small, and just lack class. The rooms AC also did not stay on unless you stayed in your cabin; which meant it usually was hot 90% of the time. Avoid this ship and avoid this cruise line. The irony with this is that had they let us cancel we would have scheduled for a later date with more money to spend. But instead, now we will warn everyone that asks to stay away and never go on this cruise line again.

⭐☆☆☆☆

We sailed on MSC Seascape departing from Galveston on June 28. Unfortunately, what should have been a wonderful family vacation was overshadowed by an unacceptable experience with MSC’s security staff.

While returning to the ship after a shore excursion, a security staff member named Sherman shouted at us in an aggressive and disrespectful manner for no apparent reason. We remained calm and cooperative, yet his behavior was completely unprofessional and unnecessary.

I reported the incident to Deputy Chief Jonathan, expecting the situation to be handled professionally. Instead of listening to our concerns or offering a sincere apology, he appeared more interested in defending his employee. Neither Sherman nor anyone from management apologized for the way we were treated.

No guest should ever be yelled at by security staff, especially families traveling with children. One employee’s behavior can ruin an otherwise enjoyable vacation, and the lack of accountability from management made the situation even more disappointing.

Because of this experience, we have lost confidence in MSC Cruises. We will not be sailing with MSC again, and we will share our experience with friends, family, and on social media so others can make an informed decision before booking.

🇬🇧 English
⭐ Mixed experience on MSC Fantasia – good service, but organisational shortcomings
Our cruise with MSC Fantasia (May 2026) left a mixed impression.
Upon arrival at Istanbul Airport, there was no clear assistance for an elderly passenger using a wheelchair. This resulted in unnecessary stress and physical strain, where proper support would have been essential.During the cruise, a medical situation occurred, which required hospitalization in Trieste. During this period, we experienced limited coordination and insufficient support from the organisation. The aftercare was also not adequate.On the positive side, we would like to sincerely highlight the onboard staff especially the international crew – who were consistently friendly, helpful, and highly professional. Their dedication deserves full recognition.However, there is also a serious financial issue: on the day of arrival, €700 was charged to the credit card of Ms. Johanna Rekmans for excursions. These excursions had already been fully paid months before departure. This appears to be a duplicate charge, which has been reported to MSC but remains unresolved.
Conclusion: while onboard service is excellent, the organisation, assistance in difficult situations, and administrative handling show clear shortcomings. Based on our experience, we would not currently recommend MSC cruises due to insufficient support and unclear financial handling.
Kristel,Hannie,loes en Marcello loturco

The Absolute Worst Experience of Our Lives – Zero Protection Against Sexual Harassment
Rating: ⭐☆☆☆☆ (1/5)
I am writing this review to warn anyone considering a cruise with MSC Cruises, specifically on the MSC Splendida. Our recent trip was, without a doubt, the worst and most traumatizing experience of our lives.
The Incident
While inside the ship’s casino—an area heavily monitored by security cameras—a male passenger who was at least 40 years older than my partner reached out and inappropriately touched and stroked her thigh. We were shocked, violated, and immediately reported the incident to ship security.
The Disgraceful Response from Security
You would expect a major cruise line to take immediate action. Instead, the security team reviewed the CCTV footage, explicitly confirmed and witnessed that the harassment took place, and then told us there was nothing they could do because the perpetrator "apologized" and because it was "only his first offense." MSC Cruises claims to have a "zero-tolerance policy" for violence. However, based on our horrific experience, it seems that unless it escalates to a physical assault, sexual harassment and unwanted touching do not qualify as violations under their policy—even when caught clear as day on their own cameras, and apparently, predators get a "free pass" for their first time.
Protecting the Perpetrator Instead of the Victim
It got worse. When I later ran into the harasser and loudly demanded that he be removed from our vicinity, the ship’s security did not remove him. Instead, they deployed three security guards to protect the harasser. To add insult to injury, a crew member told me: "If you don’t want to be in the same space as him, you are free to leave." They actively protected a predator while treating the victims as the problem.
Conclusion: Corporate Greed Over Human Values
The only thing this company cares about is money; they possess absolutely zero moral values or care for passenger safety.
We actually had a free future cruise voucher from the company (earned unrelated to this incident), and we immediately cancelled it. We will never sail with MSC Cruises again for the rest of our lives, and we strongly advise everyone else to avoid them at all costs.

Note: Every single word written in this review is 100% verified, documented, and backed by the ship's own security footage. Prioritize your safety and book with a cruise line that actually protects its guests.

MSC FANTASIA: Die beiden Selbstbedienungsrestaurants waren besonders beim Frühstück ständig überfüllt. Es wurde nicht abgeräumt, zu wenig Mitarbeitende. Dort hatte es auch keine Handwaschmöglichkeit, die Gäste verwenden die Trinkwasserspender dafür. Hygienezustand generell sehr mangelhaft. Ständige Belästigung von Fotografen. Internet-Abo ist nicht vom Mobile auf das I-Pad wechselbar. Ihr Bordeigenes App-System ist kompliziert und funktioniert nur wenn vorher alles umgestellt wird. Shows sind viel zu kurz. Kreuzfahrtdirektor ist ein wandelnder Sprachenroboter, der immer dieselben Sätze in sieben Sprachen herunterleiert und eigentlich nichts mitteilt. Generell wenig relevante Informationen und Mitteilungen. Keine richtigen Ruhezonen. Überlaute Musik im Atrium. Nötigende Belastung von Spende für Ihre Fondation. Badetücher wurden bei uns sofort abgeräumt, andere den ganzen Tag nicht, das ist eine Diskriminierung. Entweder alle oder bei niemandem. Es gab viel zu wenig Liegestühle. Eine bezahlte Geburtstagstorte, die noch übrigblieb, durften wir nicht in die eigene Kabine nehmen, angeblich wegen Hygiene. Die Hygiene auf dem Schiff war aber sehr mangelhaft und auf den Korridoren lagen überall Geschirr und Lebensmittelreste herum. Mitarbeiter sind mehrheitlich völlig passiv und wir fühlten uns nur als Cash-Couws. Einzige Ausnahmen waren die Kabinen-Stewards und der Service im Speisesaal. Am Abreisetag wurden wir mit der Nr. 1 für den MSC-Transfer zum Flughafen Venedig vom völlig unprofessionellen Mitarbeiter ohne Gepäck zum Bus geführt und wir mussten erneute durch die Security zurück zum Gepäck holen. Wir fühlten uns nicht willkommen und geschätzt. Das war meine 150. Kreuzfahrt, die erste mit MSC und die letzte. Hafengebühren von Griechenland zusätzlich zu verrechnen ist nicht statthaft. MSC scheint eine Servicewüste zu sein, wie soll ich Sie da weiterempfehlen?


Wir haben den Transfer vom Schiff zum Flughafen Venedig im Voraus gebucht und bezahlt. Niemand wusste offenbar davon und wir mussten uns mehrmals darum kümmern. Am Schluss hat es trotzdem nicht funktioniert. Wir bekamen zuerst die Nummer 30 für die Ausschiffung, obwohl unser Bus um 09:15h fahren sollte. Er fuhr dann auch erst mit einer Stunde Verspätung. Insbesondere Ihr Ausflugspersonal war dabei sehr sehr ignorant und uninteressiert. Völlig unprofessionell. Herr Pasquale sollte sich darum kümmern, aber wir mussten dann später nochmals an die Reception, um die Nr. 1 abzuholen.

The vessel, MSC Magnifica, is poorly maintained.
And in general dirty.
The food in the main restaurant was very poor. Especially during dinner.
Almost all the food were Italian or Italian inspired.
The quality of meat was very low.

The buffet restaurant were overcrowded.
The food in general poor.

The interior in the cabins and bathroom were worn-out and dirty.
Old dirt which could not be removed.

The aircondition was insufficient.
At outside temperatures higher than app. 27 degrees it was often not possible to stay in the cabins due to the heat.
Due to this problem the air was recirculated.
Causing diseases between the passengers all the time.
And smooth floors were wet due to condense water from the air condition.
Making them slippy and unsafe. Accidents happened frequently.

The people in the administration/reception were in general unfriendly, arrogant, manipulating and impolite.

The safety onboard was not in order.
Escape roads were partly blocked in the daytime.
The emergency light in the bottom of the corridors were covered with loose equipment.

It appears that the vessel is suffering from serious management problems.
And a poor working environment.
The lower ranking crew in the hotel were stressed and under a lot of pressure from the management.

Personale eccellente in particolare gli addetti al servizio di camera impeccabile

We booked this cruise as a family of three to celebrate my wife’s 40th birthday. It was our first cruise experience. It will be our last.

Misleading upsell at embarkation. A staff member sold us a $70 “fun package” for our 5-year-old at boarding, assuring us it was age-appropriate. It wasn’t. Bowling was always full, the F1 simulator was off-limits for him, and most other activities were unsuitable. When we raised this, we were told the credit was non-transferable and non-refundable — and offered $4 back. That’s not an oversight, that’s a predatory sales practice.

Damaged luggage, insulting resolution. One of our suitcases — recently purchased for $100 — arrived at the cabin damaged. We reported it with evidence. The response: $20 in onboard credit. No apology, no real solution.

Dining: disorganized from day one. Our assigned dinner slot was 5:00 pm — impractical for a family. Changing it meant a 90-minute wait with minimal staff handling requests. At the Ipanema restaurant (Deck 6), service was consistently slow, and despite booking for three, our table was set for two every night. We had to ask repeatedly for a place setting for our child.

One genuine highlight: our waiter at table 824 (9:00 pm seating) was professional, attentive, and made the effort to communicate in our first language . He stood out precisely because the rest of the experience didn’t come close to his standard.

Drinks package issues. Staff consistently steered us toward the lowest-tier options within our premium drinks package. On the final night, the minibar was locked — despite our premium beverage package covering the full duration of the cruise. No explanation was offered.

We didn’t come expecting luxury. We came expecting basic honesty, organization, and service. MSC delivered none of those consistently. For a first-time cruise family celebrating a milestone, this experience was a significant disappointment.

Shocking Pre Cruise customer service - We booked a cruise to take my 88 year old mother in law who lost her husband and son last year on a short cruise leaving on 25-05-2026 from Southampton. As soon as we booked we called and asked for assistance to help get my Mother on board as at times she uses a wheel chair if walking long distances. The MSC call centre rep stated that we should get help but they would not be able to provide a wheel chair, we stated that's OK as she has one.
I checked us in last night and in their wisdom MSC provided my wife and I a boarding time of 12:00 and my wheelchair using 88 year old mother on law a boarding time of 17:00 even though our bookings are linked.
We called customer service and they informed us that they could not help as the boarding time was selected by computer! MSC Cruise line expect us to abandon her in her wheel chair for 5 hours.
In conclusion They do not give a damn about passengers! MSC has tainted our holiday before it even starts.
I look forward to providing and in depth and truthful review on MSC on my return.
To prove this is real review our booking numbers are 69028044 & 69028046.

We haven't got as far as our cruise yet and I have lost faith. I booked in October after finding exactly what we wanted regarding flights, destination and cabin. I took the reservation number from the website and phoned to book and include a chosen drinks package. The lady on the phone was very helpful but we went around and around in circles for approximately an hour before she managed to place the booking (with an Early Bird Discount! Woo! ). Following the call I proceeded to book airport parking, who wanted the flight number, so I emailed customer services to ask for the flight number. I received a reply saying that they cannot give me the number until 21 days prior to the flight and as the cruise is in May I have to wait.
Fast forward to last week and the 21 day rule and no email had arrived and so I emailed my enquiry...only to be told that no flights were booked for us!!!!
Now we have a cruise leaving from Barcelona and no flights to get there. I have been in contact by phone and they have opened a complaint (which will take 48 hours). They have the proof there from my original booking reference that I had selected flights before the lady on the phone got involved.
I'm really not sure which way this will go after reading all the terrible reviews on here. I believe that the mistake was theirs and they should provide what we thought we had paid for.
This was going to be our first cruise and the whole experience has left us very unsure about going ahead with this. I'd like to say we would just accept a refund but I don't see why we should be penalised with percentages as we get closer to the date because quite frankly, none of this fiasco is our fault.

Quiero ser clara: el viaje en sí fue una experiencia agradable. Viajamos tranquilos, el MSC World America es un barco hermoso y nuevo, el personal del restaurante fue excelente en su servicio y atención, y las giras estuvieron muy bien organizadas. Hay muchas cosas positivas que destacar de la experiencia a bordo.
Sin embargo, todo eso queda completamente OPACADO por la pésima experiencia que vivimos con el departamento de Next Cruise. La persona que nos atendió nos MINTIÓ, nos ocultó información crítica, y nos vendió bajo condiciones que MSC ahora no honra. Nos aseguró que podíamos cancelar sin penalidad, no nos informó que las reservas serían transferidas a MSC Argentina, y procesó las reservas con un paquete diferente al que solicitamos. Hoy estamos perdiendo cerca de $800 USD por esas mentiras, y MSC Argentina — la oficina a la que fuimos transferidos sin nuestro consentimiento — no nos puede resolver, mientras que MSC USA dice no poder intervenir.
Es muy frustrante y decepcionante que un solo vendedor, queriéndonos tomar el pelo y engañarnos para cerrar una venta, haga que toda la experiencia bonita del crucero quede arruinada. No importa cuán nuevo sea el barco ni cuán excelente sea el personal a bordo, si al final de la experiencia el cliente sale sintiéndose estafado por el propio personal de la naviera, eso es lo que se queda. Por eso mi nivel de satisfacción es 0 y la probabilidad de recomendar también es 0 — no por el barco ni por la tripulación que nos atendió en el viaje, sino por la traición de confianza por parte del representante de Next Cruise y la falta de respuesta de MSC para corregir esta injusticia.

Today we depart the cruise from Brazil to Genoa
The boat was useable and good in Brazil but the weather deemed the out door activities unusable after Tenerife
Food has been awful throughout the trip
I cannot upload pictures which would show quality and presentation of food
Our cabin steward Nick was fantastic and a massive thanks to our Goa new friend
Getting off and going to a restaurant that cares will be a delight, meals in the ports stopped at has been the highlight of the trip
Our last trip with MSC is a fact !!!
And just checking my on board account they overcharged me 78.44 which I have to go and claim back before we get off 😡😡
Everything about MSC is about taking your money for a bad return 🫩😞🙁
Use somebody else and have a good holiday please

I am rather stunned at the poor reviews of MSC as I had a very positive experience with this company in very difficult circumstances.I was on the Euribia due to sail from Dubai on the 28th February 2026, the day the US attacked Iran leading to the immediate cancellation of our cruise and us being effectively stranded onboard as the Dubai airspace closed. MSC went above and beyond in their efforts to look after everybody, the staff were exemplary in their kindness and professionalism and all facilities were available for our six days onboard. Basically relaxing by the pool, shopping, onboard entertainment and being dined and wined while MSC undertook the responsibility of getting everybody home, which they achieved admirably in the circumstances, no mean feat.In addition to daily information updates on the situation. On top of all that we received a full refund which I immediately reinvested by booking another cruise with MSC. We were Yacht Club guests so did have that extra mile of comfort and luxury, however the overwhelming feedback from that week is that all passengers were very well looked after. Top marks to MSC.

We haven’t even boarded our MSC cruise yet, and the customer experience has already been terrible.

We tried to organize a surprise for another passenger in our group, but because they have a different booking reference the system makes it almost impossible. Everything must be booked only through your own reservation.

Customer service has been unhelpful, with generic, robotic responses and no clear email support. They were even unable to explain what services the spa actually offers.

Very poor organization and customer support

Just returned from my latest MSC Cruuse. It was faultless from start to finish. The food seemed even better than before. Vegan corner introduced in the buffet and vegan deserts on the dining room menus Crew as ever are the best at sea. The MSC Musics is an absolutely beautiful ship and it doesn’t feel cramped. On busy days the crew bought the buffet out into the pool deck.

Save your money the food is awful. The service is awful. Communication is awful. They don’t understand boundaries when I was at guest services trying to work out an issue with the mini bar and they knew I was in guest waiting for them. They went to enter my room, not knowing my 14-year-old son was in there. My son told them they had to wait to enter but they went around my Son and enter the room anyways and locked the mini fridge.