HALTING OF MSC CRUISES FLEET OPERATIONS THROUGH JULY 10

MSC Cruises | Tue Apr 28 00:00:00 CEST 2020

MSC CRUISES EXTENDS FLEET-WIDE HALTING OF OPERATIONS THROUGH JULY 10

Geneva, Switzerland, 29 APR 2020 (Updated) - MSC Cruises has decided to further extend the halting of all its new cruise departures fleet-wide through July 10, in light of the continued extraordinary circumstances the world is facing in connection with the Covid-19 virus global health emergency.

The Company previously announced the temporary halting of all its ships globally through May 29. As governments across the globe have since further strengthened ashore public health and safety measures to protect local populations and contain the further spread of the virus, today’s decision by MSC Cruises to further extend this extraordinary measure aims to mirror and further support the effectiveness of such efforts.

MSC Cruises is working tirelessly with all guests and their travel agents to address the impact of this necessary decision to their bookings on our ships up to July 10 and it is genuinely sorry for the inconvenience that this will cause them. By announcing this now, the Company intends to provide travel agents and guests who are booked on affected sailings with as much time as possible to move their booking to a future cruise.

MSC Cruises is offering guests affected by this extraordinary measure the opportunity to transfer the full amount paid for their cancelled vacation plus an additional generous credit benefit to a future cruise of their choice at any point through the end of 2021.

We are offering guests the following options:
125% Future Cruise Credit (Best Choice)
- Receive a Future Cruise Credit for 125% of the original cruise fare paid (excl. Government taxes & fees and prepaid items, which will be refunded to the original form of payment)
- The future cruise credit can be used on any sailings departing on or before December 31, 2021
Request a Refund. We hope you will reschedule your cruise at a future date. However, we understand that this may not be the ideal option for you. If you choose not to take the Future Cruise Credit, we will provide a refund equal to the original amount paid. Refunds will be issued 60 days from the date you complete the online form.

FOR ALL NON-CARIBBEAN CRUISES

Including the Med, Dubai, Far East, South America, Southern Caribbean & Grand Voyages

Please note: Your selection is final and cannot be changed once submitted.

FOR CARIBBEAN CRUISES FROM MIAMI

Please note: Your selection is final and cannot be changed once submitted.

FAQS

What ships and sail dates are canceled?

MSC Armonia - March 16 through July 10
MSC Bellissima - March 14 through July 10
MSC Divina - March 20 through July 10
MSC Fantasia - March 28 through July 10
MSC Grandiosa - March 14 through July 10
MSC Lirica - March 14 through July 10
MSC Magnifica - March 16 through July 10
MSC Meraviglia - March 15 through July 10
MSC Musica - March 16 through July 10
MSC Opera - March 10 through July 10
MSC Orchestra - March 20 through July 10
MSC Poesia - March 22 through July 10
MSC Preziosa - March 14 through July 10
MSC Seaside - March 14 through July 10
MSC Seaview - March 19 through July 10
MSC Sinfonia - March 13 through July 10
MSC Splendida - March 29 through July 10

For sailings that are canceled March 14 through July 10, what actions do I take if my client is outside of final payment?

All sailings are within final payment.

For sailings that are canceled March 14 through July 10, what actions do I take if my client is not paid in full?

Only fully paid bookings through MSC Cruises USA are eligible for the 125% Future Cruise Credit. Advise your client that their upcoming MSC Cruises vacation has been canceled, and that your client will be refunded the amount paid on the booking automatically. Refunds will be issued 60 days from the date you complete the online form.

For sailings that are canceled March 14 through July 10, what actions do I take if my client is paid in full?

Advise your client that their upcoming MSC Cruises vacation has been canceled and that they are eligible to select a 125% Future Cruise Credit that can be used on any sailing departing on or before December 31, 2021, or receive a full refund equal to the original amount paid for their cruise. Refunds will be issued 60 days from the date you complete the online form.

How do I take advantage of this flexibility for my clients on these canceled sailings booked through MSC Cruises USA if paid in full?

Refer to the applicable orange button located at the top of this page.

If my client prefers a refund, when will it be received?

Refunds will be issued 60 days from the date you complete the online form.

How is the value of the Future Cruise Credit (FCC) calculated?

The FCC is based on the paid amount less government fees and taxes and any prepaid services (beverage packages, spa, specialty dining, etc.).

When will government taxes & fees (GFTs) and any prepaid services be refunded?

All refunds will be issued no earlier than 60 days from the original sail date.

What if I completed the MSC Cruises online form on behalf of my client via mscbook.com?

You will receive an email with the certificate to download in the name of your client. This certificate can be redeemed by calling our contact center at 1-866-420-3584 and referencing the original booking number as noted on the confirmation email.

What if my client completed the MSC Cruises online form themselves via msccruisesusa.com?

Your client will receive their FCC via the email provided in this form. Once the client downloads the FCC certificate, an email is triggered to the agency email on record. We’ve designed this tool so you are alerted and can assist your client for their next booking without delay.

How do I rebook the client using the FCC?

Please call our contact center at 866-420-3584 to book your client and apply the FCC.

What if my client doesn’t want to place additional funds on the booking for the initial deposit?

Not a problem. If the FCC is greater than the deposit amount, the FCC can cover the deposit if applied at the time of booking.

What if my client booked previously and now wishes to apply the FCC?

Please call our contact center at 866-420-3584 to apply the FCC.

What if there is a difference in the balance on the new booking?

If your new cruise booking is greater than the value of your Future Cruise Credit, your client is responsible for the difference. If the new cruise fare is lower than the Future Cruise Credit's value, a new Future Cruise Credit will be issued for the remaining value, which guests can apply toward a stateroom upgrade or prepaid services.

What if my client wants to re-book their cruise for another date?

The Future Cruise Credit provided via Cruise Assurance allows you to sail on any ship departing on or before December 31, 2021.

What if my client doesn’t know when they will reschedule their next cruise?

Not a problem. The 125% Future Cruise Credit allows guests to sail on any vessel between now and December 31, 2021. Your client can determine their next cruise date when they are ready.

How long will my clients have to redeem their Future Cruise Credit?

The Future Cruise Credit can be applied to any sailing departing on or before December 31, 2021. Future Cruise Credits are non-transferable.

Will Travel Advisor commissions be protected for guests who choose a Future Cruise Credit?

Yes. As a valued travel partner, your commission will be protected on the original booking if paid in full, as well as on the Future Cruise Credit.

Will Travel Advisor commissions be protected for guests who want a refund?

For bookings that are refunded and paid in full, commission will be paid on this original booking.

How will I be notified that the Future Cruise Credit is issued?

Once you select the Future Cruise Credit option, you will receive an email confirmation with a reference number for the Future Cruise Credit. We will issue the Future Cruise Credit as quickly as possible, but due to the high volume of inquiries, please allow up to 14 days after the original departure date to process the Future Cruise Credit. It will be delivered to the email address indicated in the online form.

What if my client wants to book again but I haven’t received the Future Cruise Credit?

Not a problem; please proceed with the booking. An initial deposit, outside the Future Cruise Credit, is required to hold a booking. The Future Cruise Credit will be applied later in the booking process and the initial deposit will be returned if the new cruise value is less than the Future Cruise Credit.

If my client opts for the Future Cruise Credit, is anything refunded?

Payments for government taxes and fees and items purchased pre-cruise separate from the cruise fare, such as shore excursions or spa packages, will be refunded back to the original form of payment used to make the purchase. Please allow up to 60 days from departure date for processing.

What if I incur extra out-of-pocket expenses, such as flight change fees, as a result of these cancellations?

For independent air changes, please consult your airline. Most airlines are also waiving change and cancellation fees.

How will my clients be credited for any pre-cruise purchases, such as spa packages and shore excursions?

All pre-cruise purchases will be refunded to the original form of payment whether selecting the Future Cruise Credit or a refund.

Can my clients choose to carry promotional amenities or value adds from their canceled reservation to their future booking?

All promotional offers, amenities, and value adds are removed and will not carry over to future reservations. Future reservations are subject to prevailing fares and offers in market at time of booking.

Do the same parameters apply to both Group and Individual reservations that fall within the canceled Caribbean sailings?

All Individual and Group bookings paid in full apply and have the flexibility to request a Future Cruise Credit or a refund.

How long do I have to make a Future Cruise Credit or refund selection?

All Future Cruise Credit (FCC) or refund selections must be made within 30 days from the date of the cruise cancellation by MSC Cruises. If you have not made a selection within that time frame, you will automatically receive a 125% FCC to the email on record.

What happens if I use a Future Cruise Credit to re-book a cruise and that cruise is also canceled?

You will be reissued the Future Cruise Credit based on the original cruise fare paid to use at a later time. No additional commissions will be paid on a reissued FCC.