On 6-23-2022 my family had a scheduled cruise with MSC. The day prior we called their customer service in order to understand what Covid test we had to have prior to the cruise. We got them. When we showed up, they made my two year old get another test because she couldn’t be vaccinated. Then we were pulled from the line and told that customer service had given us the wrong info and a different test was required. So my 2 year old was tortured again and inconsolably upset because she kept having intrusive tests performed. Despite this being MSC’s fault, they told me that I had to pay $175 for a test that my insurance would have covered the day before. Now we had to sit and wait for the test to come back. We had paid for priority boarding, but this process now took 3 hours and despite the additional charge we were no better off than those that did not pay for priority boarding. My two year old, the reason we needed priority boarding was now having a complete melt down. She was in pain from the multiple tests and missed lunch because of MSC and was unable to take a nap because of MSC. The only saving grace was Will, their floor supervisor, managing the boarding area. He did everything he was able to, to make it easier. When we boarded we went to customer service and talked to a supervisor and asked for an onboard credit for the additional money MSC cost us through their negligence. Their customer service supervisor told us that we didn’t have to take the test. He said he was going to get Will, the only person that advocated for us, in trouble for not telling us that he could have just gotten us a refund and sent us home. He went on to tell us again, that it was our fault because we chose to cruise with them anyway, we should have just gone home. Then to make things worse, the second night my entire family and two other couples we made friends with, got sick from the sub-standard food that was served in their restaurant.
Where Bad Business is Exposed!
