TELL THE WORLD WHAT WENT WRONG AND HOPEFULLY THE WORLD WILL GET BETTER
Always Happy to Help
MSC Cruises UK
55/56 Lincolns Inn Fields
My son got married two weeks ago in Cyprus and as a wedding gift I booked and paid
for a cruise on the new MSC Preziosa sailing out of Genoa on the 3rd November 2013.
As I had some bad experience with connecting flights booked by the Costa Cruises
out of Savona previously I phoned MSC and asked them to provide me with the flight
details before proceeding to book the cruise.
When I was told that the flights would be into Genoa from a generic London airport
I went ahead, booked the cruise and paid for it in full.
The cruise was confirmed to me by email on the 24th September 2013 which showed Departure
London Generic – Arrival Genoa, Italy and vice versa and gave an approxm. Flight
time of 10am out and 4pm back. It also showed booked items AIR LON/GOA/LON – 03/11/2013
/ 10/11/2013 with a transfer GOA/GOA
On the 21st October 2013 I received an amended confirmation and, suddenly, all the
transfer times had been changed. It now showed Departure LHR – Milan Malpensa on
BA572 with a departure time of 7.05 in the morning and a return flight from Milan
Malpensa – LHR on BA581 with a flight time of 21.00 hours. It now also showed a
transfer MXP/GOA and back GOA/MXP return.
I was not happy about this as this meant that they would be bussed to Milan Malpensa
in the morning after the boat had docked and that they would be dumped at the airport
for about 10 hours before their flight back to Heathrow. It also meant that the far
earlier departure time and the late return time into Heathrow that I would have to
book two additional airport hotels for them.
I went back to MSC and complained that this was not acceptable and that I would not
have booked this cruise had they told me that my son would have to fly back from
Milan but they washed their hands and claimed ‘MSC Cruises was unfortunately not
awarded with LGW-GOA seats for our guests by the airline’
They further claimed ‘MSC Cruises TBA flights will always show that the end point
is Genoa for Genoa departures. This is as MSC Cruises guarantee that guests will
be transported from London to Genoa port to meet the cruise’
MSC Cruises UK
Queens House, 55/56 Lincolns Inn Fields
Email sent to
Lauren Underwood - Operations Supervisor
Thanks for your response.
As I go on about 3 cruises every year I am fully aware of the disembarkation procedure
at the end of a cruise and I am also familiar with Milan Malpensa airport as I have
been caught out previously when I went on a cruise with Costa from Savona.
Because I was dumped at Milan Malpensa Airport by Costa I thought that I could not
possible be caught again and this is why I phoned to make sure that the flights are
at a reasonable time to and from Genoa and not to any other airport and if you will
kindly check the initial confirmation you will find that this lists a return flight
at 16.00 hours which is the BA2689 flight from Genoa to Gatwick which would have
been fine and which even now is still available.
As I told you previously I would not have booked this cruise had I been told that
I had to fly out and back from Malpensa airport as this not only means that I am
stuck for over 10 hours at the airport, it also means that I now have to book two
extra nights at an airport hotel in Heathrow as I cannot be expected to drive down
to Heathrow in the middle of the night or back home from Heathrow at midnight.
I clearly have been mislead by your reservation team which now means additional costs
to me apart from the inconvenience and frustration of having to spend 10 hours at
Malpensa and I will have to consider filing a claim for these additional outgoings
after the cruise unless you can offer me some other kind of compensation such as
a cabin upgrade, a free drinks package or something similar to upset these added
This clearly is nonsense. They showed Genoa as the arrival/departure airport using
GOA and, whilst I accept that they will transfer their passengers to Genoa to meet
the cruise this was not what I was told when I booked this cruise.
I have now gone back to MSC again and have told them that I will have no other option
but to lodge a claim for the additional hotel expenses and the inconvenience and
frustration caused by the changed flights unless they can offer some other kind of
compensation such as a cabin upgrade, a free drinks package or something similar.
MSC have now responded as follows:
The flight on the confirmation showed as a GOA- LON TBA flight 16:00 arriving 16:10,
these are fictitious
timings.I regret to hear that you feel you have been mislead by our reservations
team. As a gesture off goodwill due to the out of pocket expenses you will be facing,
MSC Cruises have applied £50 per person onboard credit to your cruise booking.
They are admitting that the information they gave me was wrong and fictitious yet
they are only offering £50.00 each in compensation and, consequently, I will have
no other choice but to complain to the MSC Head Office at the end of the cruise that
they deliberately fabricated flight times in order to secure my booking.
I really thought that I could not possibly be caught out again and this just shows
how wrong I have been.
All the cruise lines are the same. Once they had persuaded you to book with them
they blatantly change the details of the flights and at the end of the cruise they
just want you off the boat.
Whilst we try to ensure that the complaint is truthful and factual we cannot accept
responsibility for the complaint. If you are affected by the complaint and if you
think that the complaint is inaccurate or misleading then please contact us with
supporting details of your objection and we will gladly remove any erroneous part
from this page
The Complaint Shop
THEY HAD YOUR MONEY - YOU HAD YOUR CRUISE
THEY DON’T CARE HOW LONG IT TAKES FOR YOU TO GET HOME
Unfortunately that’s not the end of the saga as the promised on board credit of £50.00
per person never materialised. Nobody knew anything about it on the cruise ship and
despite the reception desk sending a fax to MSC I never had the agreed and promised
onboard credit forcing me to write again to MSC and requesting an explanation.
Today is the 27th January 2014 and the missing £100.00 on board Credit have still
not materialised. MSC are telling me that they are still investigating this matter.
I serious doubt it now that I will ever see the £100.00 or that MSC will see me on
their cruise ships again