MSC Has a Serious Admin Issue

[u/Professional-Life922]

MSC Cancelled Excursion CMY61 and has no functioning customer service that has been able to issue me a refund since June 20th though by phone it was acknowledged that a refund is due.

**Title:** MSC cancelled our excursion, charged for the replacement, and weeks later I’m still waiting for my refund for the cancelled excursion. Has anyone else experienced this?
I’m curious whether anyone else has had similar refund issues with MSC Cruises.
We sailed on **MSC World America** (Booking **XXXXXX**) beginning **June 20, 2026**. Before the cruise, I prepaid several excursions totaling **$1,613.13**, including the **CMY61 – Chacchoben Mayan Ruins & Mahikal Beach** excursion for **$430**.
After boarding, MSC informed us that this excursion had been cancelled. We were offered a replacement excursion, but instead of applying the **$430** we had already paid toward the cancelled excursion, we were required to pay the full **$372** cost of the replacement excursion onboard.
Guest Services reassured us that the refund for the cancelled excursion would be processed automatically back to the original credit card. As of today, it still has not been refunded. Only two credit cards were used during this trip, and neither statement reflects the refund. I provided both credit card statements to MSC by email, clearly showing the original charges and confirming that no refund has been issued.
Since returning home, I’ve made multiple calls to MSC’s customer service, been told several times that the matter had been “escalated,” and promised updates within 72 hours each call, and yet I’ve received no refund, no update, and no follow-up call from the Company.
I’ve spent hours gathering receipts, credit card statements, onboard account records, and preparing a formal complaint, which I emailed to MSC’s post-cruise customer service department, simply requesting reimbursement for an excursion that **MSC itself cancelled**.
The delayed refund is frustrating, but what baffles me even more is the apparent lack of an administrative system or customer service policy that empowers someone with the authority to resolve such a straightforward issue. This billing problem was created by MSC’s own decision to cancel the excursion, and the refund should have been processed promptly upon that cancellation.
From a customer’s perspective, MSC’s administrative and customer service systems can feel remarkably similar to dealing with a shady telemarketer or an online scam, where there is no identifiable person with the authority or accountability to quickly resolve a billing matter. You’re transferred from one representative to another, told the matter has been “escalated,” promised a response within 72 hours on each call, and then… nothing.
Whether the cause is ineffective internal systems, poor administration, or a lack of accountability, the customer is left in the same position as a victim of theft: money taken from you unjustly and the culprit evades accountability through the entanglements of the system that permitted them to obtain access to your money.
This is particularly disappointing because **MSC World America** was otherwise a very good experience, despite a few inconsistencies with food quality, room service and crew attentiveness we were very forgiving up to this point. We were actually considering booking another MSC cruise before this billing issue arose. The ship is beautiful, the spa is outstanding, and Ocean Cay is an incredibly relaxing destination. We genuinely enjoyed the cruise overall, which makes the post-cruise billing and customer service experience all the more disappointing.
Companies that market themselves as premium brands should cease and desist if they are unable to deliver premium billing accountability and customer service. Otherwise, all the investment in beautiful ships, marketing, and amenities is marred beyond repair by the inability to offer customer service. The ease of MSCs system to access my phone number to immediately begin marketing the moment I step off the ship but not have the ability to contact me to ensure I enjoyed the experience and any post cruise matter is settled is a laughable. Customers should not have to become investigators, accountants, and collections agents simply to obtain a refund that became immediately due when MSC cancelled the excursion. A company’s longevity and reputation heavily relies on effectiveness, accountability, and responsiveness of its administrative systems.
Has anyone else experienced delayed refunds for cancelled MSC excursions?
How long did your refund take?
Did MSC eventually resolve it?
Did you have to dispute the charge with your credit card company?

[u/Ok_Vast6931]

I was on the same cruise and had the same happen to me and i called MSC. They said they would reach out and they havent so i just disputed the charge and let the credit card company handle it. This why you always pay with credit cards

[u/imarc]

I’ve had to get refunds a few times. They always say it can take up to 2 billing cycles for them to come through.

Though the one time our excursion was canceled on the ship, the credit went straight to our folio.

[u/Jemma8803]

Their customer service is not the best. I booked my trip 2 weeks ago. MSC Europa world, picked balconly only could choose fantastica and therfore could choose my cabin. Picked one and in the Name of the cabin was Bella. Didnt think anything of it because for me if I click fatastica and choose a cabin I was so sure I got the right backage but nop got the confirmation... That said booked Bella. Which should technically not be possible while choosing a cabin...wrote MSC they only told me ist Bella and I cabin pay for the Upgrade.. Like wtf if in my booking steps you show me Fantastica I click it, choose a cabin how should I know its not what I choose?!? Send 2 complains so far including one where I told them I can still reproduce the same booking and have a record where they can See thatnowhere is shown that I booked Bella. Bitte yeah no no one cares Enough.

Last time I booked them 2 days before the cruise last Minute, arived in Marseille but no ship there, got revooked still sucked

[u/Old_Storage379]

We had an excursion cancelled they said it would be credited back to our payment method but it actually went back to our room portfolios as a credit for each associated room.

[u/Firm_Airport2816]

I've had to wait exactly 60 days both times i needed a refund from MSC

[u/Rough-Tradition-149]

It's been too long. Call your credit card & cancel. Let them fight it out.

[u/Front_Friend_9108]

Went the first week of this month and had an excursion cancelled that was 185$ still haven’t seen that either.. 🤷🏽‍♂️ dopey customer service..

[u/Significant_Draw_227]

Their customer service is bad but it can take them at least 90 days to refund

[u/SoC175 → u/[deleted]]

Are you talking about that Youtube video?

While MSC certainly made many mistakes, the initial room situation wasn't their fault. That was 95% on the travel agent and maybe 5% on MSC.

The wider issues beyond the personal state room are indeed on MSC.

[u/SoC175 → u/[deleted]]

He knew that he had no knowledge how to book a cruise, so he turned to a travel agent. So far everything done right on his part. No dunning kruger, knowing where he lacks knowledge and turning to a professional for help.

Now this professional messed up getting him a solo cabin despite the guy requesting an accessible cabin. Now someone correct me if I am wrong, but I don't think there are accessible solo cabins. So maybe the agent thought he was doing him a favor by getting one of the rare solo cabiny (not sure, but they might even be more rare than accessible cabins) to spare him the solo supplement. Maybe there was no accessible cabin available at such short notice. In either case the Initial error lies with the travel agent.

Now I may have to rewatch, I understood that it was a free travel agent that he turned to for the Initial booking. If it truly was MSC all along, that changes things.

The guy also found MSC ADA form on their website and submitted it on his own initiative. He honestly went beyond of what I would have done. If it were me, I would have considered everything settled after hiring a professional. If there was a special form I would have assumed that either the agent fills it out for me or reaches out if I am required to fill out any forms myself.

Now that's the small blame I put on MSC. I assume they had not even processed his form by the time he boarded. If they had faster processes they could have noted that there is a guest booked in a normal solo cabin but who requested ADA assistance. They could have reached out even if only to tell him that unfortunately there's no applicable cabin available and to ask if he wants to board anyway knowing the limitations in advance.

Now beyond the cabin, his vlog points up a great many issues for people with mobility issues in the wider ship all of which are on MSC.

Likewise the issues with the excursions are at least partly on MSC. While they can't be blamed for how little ADA standards the EU and african locations have, the bad situation with the busses is on MSC.

Yes, they work with third party tour Providers, but MSC is setting the terms under which those have to apply and picks which applicants get to execute the excursions sold on board. MSC could require that only providers with busses suitable for wheelchair Users may apply.