Voyagers Movie
Matilda Equiluz
When we cruised on Divina in 2021, I had an absolutely awful time with what MSC calls "customer service". I was told many things that were simply not true, received promises that were later denied, had problems with neighbors smoking awful smelling cigars/cigarettes on the balcony that made our cabin stink like a smoking room in an airport while the crew would do nothing about enforcing the "no smoking" rule and the list goes on and on. I decided I would avoid MSC in the future.
Here it is 2023 and there is a perfect cruise for us for my wife's spring break 2024 and a great price so I decided maybe it was unfair to judge MSC by the 2021 cruise since it was toward the end of the COVID issues. We booked it. ANNDD the problems start back up. There is no record in the Voyagers Club of us taking the 2021 cruise so we did not get points for it. I tried to call and after 3 attempts of being on hold for more than 30 minutes before giving up, finally took advice I saw here and made a point to call first thing in the morning. I actually go through to a person (Chris). He seemed helpful and said he would have it added and update the Voyagers Club information. I was happy because despite the inability to get through the other times, at least someone was being helpful. He said it would be updated in a couple of days. Now, 2 weeks later and nothing has changed so I called back (again first thing in the morning) and got through to someone again. This person told me that they cannot change or affect the Voyagers Club so she had no idea why Chris would tell me that he could or did take care of it. She gave me an e-mail address and said the only way to resolve any issue with the Voyagers Club is by sending an e-mail to mscvoya...@msccruisesusa.com. I have done so. I did that before in 2021 and it lead to absolutely no help and my outlook now is not very good but I will let everyone know if MSC has actually changed their ways and is providing customer support. The lie from Chris is not improving my opinion of MSC.
In addition, I completed their form for "status match" using my HHonors status. I did that (3 different times) for the 2021 cruise and they denied every receiving it. I am anxious to see if they lost this one too. It is great to have a status match program like they have but it is far less great if it doesn't work. I have read many other gripes about MSC and their "customer service" and it is shame because the Divina was a beautiful ship.
MSC's shoreside customer service definitely leaves a LOT to be desired. I had a sailing booked with them back in 2019 and the pre-cruise customer service issues (including with Voyager's Club status match) drove me to cancel altogether and swear off MSC.
Fast forward to this year when one of my good solo cruise friends persuaded me to give MSC another shot. I just went in with VERY low expectations for the shore-side customer service and avoided dealing with them altogether. Onboard I had a fantastic time and will be sailing with them again this month, in October, and in February. We are even eying a sailing for April or May now as well.
I know the Voyager's Club issue is frustrating. My advice would be to be prepared to just let it go. I was actually able to get an issue resolved through the email address you listed after returning from my April sailing and having an issue where the cruise I booked onboard where not showing up on my Voyager's Club account. So be persistent, but also be prepared for the worst.
I would recommend emailing them. I have found email has been the best way to get a valid response and issues fixed. We had a sailing missing and I emailed and they asked for me to send an onboard statement or cruise card copy to verify and my issue was quickly corrected.
Call from MSC Cruise Concierge and left voice mail at my office and on my cell phone. Hoping it was a response to my e-mail, I tried to return the call and after waiting on hold and hearing how much they appreciated me calling, several times, I heard a click then the line went dead. Called back and same thing. Guess they are shortening the line by just picking up and then immediately hanging up. Finally chose the option to get a call back. He called me back later and after going around in circles, he was trying to book me on a new cruise. I told him I am waiting for my Voyager Club points to be corrected and he said he had nothing to do with that. He suggested I send an e-mail. I said I already did and when I said I sent one, he said I should probably send another. I asked how many it normally takes and he stammered a bit. Bottom line, they have managed to frustrate me yet again.
I have never Cruised on MSC but looking at a ship out of Port Canaveral. I was told that they would honor my Platinum status. Which I think I woud be Gold Card with Voyagers Club, has anyone tried this.
@Essiesmom yes I was supposed to be a member of the Voyager Club on my first cruise but they had things all jumbled up and messed up. Tried to fix it ahead of time and was told I had to do it at the port. Port said I had to do it onboard. Onboard they could not access the records so round and round I went. After cruise, never could reach a person and they would not reply to e-mail. My full review of the fiasco on Divina is on my review at
@peteandpris The status match thing was part of the original problem back in 2021. There is a great link to a chart showing how MSC matches with other cruise lines and hotel program's for the status match. For me the best was HHonors where my gold status matched gold status for MSC. Submitted the form and information several times back in 2021 but they kept claiming they never received it. Started the process again with submitting the form and information and still waiting. Some said they heard back pretty quickly but that has not been my experience! Good luck to you with yours. To view that chart, a google search or search here will find it for you.
Recently, a friend of mine returned from her first cruise and wanted my help with booking another. I created a MSC account for her, added her former cruise, and she was able to book the new cruise with the Voyagers Club membership number.
@Two Wheels Only yes, I have an account and did try that. The 2021 cruise is apparently linked but does not show up. However, when i try to link it using the booking number, it says it is already linked and when I called, the person confirmed it shows linked on their system but they cannot access anything to do with Voyager Club (but happy to book me on another cruise...). The ol' "other than that Mrs. Lincoln, how was the play?"?
Quick follow up - I have sent 2 more e-mails (total of 3 about 10 days apart) to the address specified (mscvoya...@msccruiseusa.com) and received no response other than an auto-response acknowledgement that they received it. Of course, they are "experiencing higher than usual volume" (they do not understand that if it is ALWAYS that many, it is NOT higher than usual). If I try to call and work my way through the "press 1" maze and get to a person that person will either claim that they are going to take care of it and actually do nothing or they say that you can only get it solved by sending an e-mail. Either way, same result with the bottom line being that I think MSC has the worst customer service I have ever seen.
What number are you calling? I received an email from them in response to my issue with not being able to access the Voyager Club website and they gave me 877.665.4655. I plan on calling later today as the issue still does not appear to be resolved.
Follow-up. I called the number above and after working with the young lady on the other end of the call for about 10 minutes, most of which was spend with her waiting for another group to respond, I was informed that the only way to resolve my issue, was via email.
So apparently my issue was that my Voyagers Account was not linked to my MSC Web account, I am not sure why this was not an automatic thing when I created my MSC Voyagers account but there it is. I guess I'll know if 5-7 days.
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