EFFECTIVE JULY 7, 2020:
Today, we have taken the decision to extend our temporary halt of operations in Northern Europe through to the end of the current season, affecting cruises scheduled to depart between August 1 and October 18 included.
- Specifically, this impacts the following ships and sailings in Northern Europe:
- MSC Meraviglia sailings departing from Kiel August 1 - August 29
- Note, MSC Cruises previously canceled the MSC Meraviglia repositioning cruise from Kiel to NY on Sept. 5, as well as all MSC Meraviglia cruises departing from NY from Sept. 22 through Oct. 22.
- MSC Poesia sailings departing from Copenhagen and Warnemunde August 1-September 13
- MSC Preziosa sailings departing from Hamburg August 4-October 18
- MSC Splendida sailings departing from Kiel August 2-September 17 and Copenhagen September 18
For your clients impacted by the Northern Europe canceled sailings outlined above, no action is necessary.
For clients that have already paid for their cruise in full, MSC Cruises USA will provide a 125% Future Cruise Credit of the original cruise fare paid to be used on a sailing on or before December 31, 2021. For any clients who have not yet made final payment on their cruise, we will provide a Future Cruise Credit for the value of their deposit PLUS 25% of the original cruise fare, excluding government fees and taxes, to be used toward a sailing on or before December 31, 2021.
The Future Cruise Credits will be sent to the email we have on file by July 22, 2020. In the instance we only have your agency email on file and do not have your client’s email, the Future Cruise Credit will be emailed to you so that you can then forward it to your client. Please note, any applicable prepaid items and government taxes and fees will be automatically refunded to your client’s original form of payment.
EFFECTIVE JUNE 22, 2020:
Due to the global pandemic, MSC Cruises has redeployed several of its ships in the Caribbean for the fall and winter 2020/2021 season, resulting in changes to some of our originally planned itineraries. We sincerely apologize to you and your clients for any disruption to their vacation plans. In all instances in which a sailing was impacted, we have worked hard to offer new attractive deployment options. All guests impacted will be moved to another ship serving the same or similar itinerary, while maintaining the price of their original booking as well as offered the following additional perk:
- All guests who have booked an inside or oceanview stateroom will receive a stateroom upgrade
- All guests booked in a balcony stateroom, a suite or a MSC Yacht Club stateroom will receive a shipboard credit of $100 per stateroom for cruises six nights or less (based on double occupancy, $50 for single occupancy). For cruises of seven nights or longer, guests will receive $200 per stateroom (based on double occupancy, $100 for single occupancy)
Below is a high level overview of the changes. While we had anticipated being able to provide more specific details on each sailing impacted and the new sailing your clients are being moved to by July 1 we are experiencing some delays. We appreciate your patience and will provide additional details as soon as we can.
- MSC Seaside & MSC Armonia sailings from Miami departing AUG 1-SEP 15 have been canceled
- MSC Seaside: Guests booked on MSC Seaside 7nt departures from Miami Saturday departures from Miami will move to MSC Meraviglia 7-night, Saturday departures from Miami
- MSC Meraviglia: Guests booked on MSC Meraviglia 7-night Sunday departures from Miami will move to MSC Meraviglia 7-night, Saturday departures from Miami
- MSC Armonia: Guests booked on MSC Armonia 4-night departures from Tampa will move to MSC Seaside 4-night departures from Port Canaveral
- MSC Armonia: Guests booked on MSC Armonia 5-night departures from Tampa will move to MSC Seaside 7-night departures from Port Canaveral
- MSC Armonia:Guests booked on MSC Armonia 7-night departures from Tampa will move to MSC Seaside 7-night departures from Port Canaveral
- MSC Divina: Guests booked on MSC Divina 3-night departures from Miami will move to MSC Armonia 3-night from Miami
- MSC Divina: Guests booked on MSC Divina 7-night departures from Miami will move to MSC Meraviglia 7-night departures from Miami
- MSC Divina: Guests booked on MSC Divina 11-night departures from Miami will move to MSC Meraviglia 14-night (back to back sailings) from Miami
EFFECTIVE JUNE 04, 2020:
For sailings canceled JUL 11-31:
- All Sailings Globally between July 11-31, 2020
- All Sailings to/from New York Scheduled in 2020 and 2021
- All MSC Armonia Sailings from Tampa between May 2, 2021 - Oct. 31, 2021
- All MSC Divina Sailings from Miami between March 28, 2021 - August 22, 2021
- Guests will automatically receive a 125% Future Cruise Credit (sent to guest or travel advisor email on file).For sailings canceled from New York departing in 2020:
- If paid in full, guests will automatically receive a 125% Future Cruise Credit (sent to guest or travel advisor email on file).
- If deposit only paid, guests will receive an FCC equal to 100% of deposit + 25% of total cruise fare excluding GFT's.For all other sailings canceled in 2021:
- Transfer money on these bookings to another cruise within the next 60 days and receive a $50 per person ($100 max) shipboard credit.
- For refund requests, these will be processed 60 days from date of request.
ALL CRUISES CANCELED JULY 11-31 + 2020 FROM NEW YORK
CANCELED FROM MIAMI
MAR 14-JUL 10
MAR 14-JUL 10
ON AS SCHEDULED
AUG 01-OCT 31
What ships and sail dates are canceled?MSC Armonia
: March 16 through Sept 15MSC Bellissima
: March 14 through July 31MSC Divina
: March 20 through July 31MSC Fantasia
: March 28 through July 31MSC Grandiosa
: March 14 through July 31MSC Lirica
: March 14 through July 31MSC Magnifica
: March 16 through July 31MSC Meraviglia
: March 15 through October 22MSC Musica
: March 16 through July 31MSC Opera
: March 10 through July 31MSC Orchestra
: March 20 through July 31MSC Poesia
: March 22 through September 13MSC Preziosa
: March 14 through October 18MSC Seaside
: March 14 through Sept 15MSC Seaview
: March 19 through July 31MSC Sinfonia
: March 13 through July 31MSC Splendida
: March 29 through September 18
What sailings are impacted by the updated fall and winter deployment MSC Cruises recently announced?
Due to the pandemic, MSC Cruises recently announced new deployment for the fall and winter 2020/2021 season, resulting in changes to some of our originally planned itineraries. In all instances in which a sailing was impacted, we have worked hard to offer new attractive deployment options. All guests impacted will be moved to another ship serving the same or similar itinerary, while protecting the price of their original booking, and will be offered either an upgrade or receive a shipboard credit up to $200 per stateroom, depending on the category of the stateroom booked and length of sailing. For an overview of sailings impacted as well as the new sailings we’ll move your clients to based on the closest available itinerary please see above. Specific details related to each sailing and new attractive alternatives for your clients to consider will be shared by Wednesday, July 1.
What if my client doesn’t want to keep the sailing that you moved them to?
MSC Cruises USA guests have the ability to transfer the amount currently paid on their booking to another ship and sailing in MSC Cruises’ fleet or can opt for a refund of their deposit amount, following normal cancellation procedures. These changes can be made starting July 1. Please ensure that any requests for cancellations are made at least 90 days prior to departure to avoid penalty.
For sailings that are canceled March 14 through July 31, 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 31, 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 31what 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.
Has MSC Cruises USA process changed in managing bookings on cancelled sailings?
Yes, moving forward we’ve made it even easier. Starting June 1, FCCs will automatically be emailed to your client directly, if this email is noted on the reservation. If not, the FCC will automatically be sent to your agency email of record.
When will FCCs be sent?
A designated date is noted in the cancellation announcement allowing MSC Cruises to process the FCC and add the additional 25% value. For clients impacted by canceled sailings on MSC Seaside and MSC Armonia from August 1 - Sept. 15, the FCC will be automatically sent to the email we have on file by Monday, July 13.
What if my client wants a full refund?
To make this selection easy, simply log onto mscbook and complete our form selecting refund. These refunds will be issued 60 days from request. For clients impacted by canceled sailings on MSC Seaside and MSC Armonia from August 1 - Sept. 15, the refund form will be available online starting Monday, July 13.
What is the value of the FCC based on?
The value of the FCC is based on the original amount paid. Applicable prepaid services and government taxes and fees will continue to be issued in a refund.
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 my commission be protected?
For bookings paid in full, MSC Cruises USA stands by our commitment to support our valued travel partners and pay commission on the original booking as well as offer the ability to earn commission on bookings where the FCC is applied.
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.
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.
Will you ensure my client is reprotected on a ship offering the same embarkation port and date?
We are striving to place our guests onto a cruise that is as close as possible to the one initially booked. However, in some cases that is not possible due to our new itineraries and ship embarkation port changes.
What if my client doesn’t agree with the reprotection program offered? What are the options?
We have shaped our reprotection program with our guest satisfaction in mind by moving guests to another cruise operating a similar itinerary. Guests have 30 days to confirm the new cruise offered. Travel agents with a client who prefers not to confirm the reprotection should call our contact center.
My client booked this cruise to sail on this ship specifically. Can my client switch to a later sailing date to cruise on that ship?
Travel agents with a client who prefers not to confirm the reprotection should call our contact center.
My client is booked on the MSC World Cruise 2021 on board MSC Poesia. Will any compensation be offered to guests due to MSC Magnifica replacing MSC Poesia for that cruise?
A sister ship of MSC Poesia, MSC Magnifica will sail her third MSC World Cruise, following extremely positive reviews from MSC World Cruise guests in 2019 and 2020. This is the latest ship in the MSC Musica class and is well-placed for this voyage with one of the highest ratios of balcony staterooms and impressive onboard features including the magrodome pool and an extended restaurant area. Therefore, we don’t foresee any compensation for this ship change.
My client is booked on an MSC Grand Voyage that has been canceled. What happens now?
Ship operations have been temporarily halted following the COVID-19 outbreak. Consequently, some of our ships are currently positioned in different locations to the ones initially planned, requiring the cancellation of some of our MSC Grand Voyages. All guests with an MSC Grand Voyages cruise cancellation will receive a Future Cruise Credit (FCC). Additionally, guests will benefit from a shipboard credit that will be applied to the new reservation. For more information on our FCC policy, please refer to MSC Book.
My client has been automatically rebooked on a new MSC Grand Voyage. Will guests receive any benefits as compensation?
MSC Lirica and MSC Seaview guests cruising to the Emirates will be reprotected on MSC Fantasia, performing the same itinerary initially planned for MSC Seaview. Guests booked in inside or outside staterooms will be automatically upgraded to a higher category based on availability. Guests booked in balcony staterooms, suites or MSC Yacht Club will automatically be granted a shipboard credit of $200 per stateroom ($100 for single occupancy).
My client is transferred from MSC Virtuosa to MSC Grandiosa? Are guests receiving any benefits due to this ship change? What if my client wishes to cruise on MSC Virtuosa specifically?
Yes, MSC Virtuosa guests will be getting the same benefits foreseen by our reprotection program. MSC Grandiosa, MSC Cruises flagship, will replace her sister ship MSC Virtuosa for the winter season, as delivery of this ship is delayed due to the postponements caused by the health pandemic. MSC Grandiosa offers the same richness of onboard features and experiences, with the very latest guest technology, as the original itinerary. Travel agents with clients wishing to sail on MSC Virtuosa specifically should call our contact center.
My client has an MSC Yacht Club booking. Will my client be reprotected in an MSC Yacht Club stateroom of the same category in the new ship?
MSC Yacht Club Guests will be granted an MSC Yacht Club stateroom category based on availability, as well as a shipboard credit based on the cruise length:
- 1-6 nights: SBC of $100 per stateroom ($50 for single occupancy)
- 7 nights and above: SBC of $200 per stateroom ($100 for single occupancy)
The only exception is MSC Yacht Club guests booked on MSC Splendida reprotected on MSC Poesia and MSC Divina re-protected on MSC Armonia. See the following question.
My client has an MSC Yacht Club booking and has been reprotected on a ship which doesn’t feature the MSC Yacht Club. Which compensation does my client get? What if my client isn’t happy with the new cruise?
For MSC Yacht Club Guests reprotected on a ship not featuring an MSC Yacht Club, MSC Cruises offers a rebooking in a suite, as well as the above-mentioned SBC. Their cruise fare will be revised accordingly. If already paid in full, we will refund the price difference. Travel agents with a client who prefers not to confirm the reprotection should call our contact center.
Is MSC Cruises taking any special Health & Safety measures for cruises in Winter 20/21?
Yes, a new comprehensive and enhanced Health & Safety protocol is being developed in collaboration with relevant national health authorities and with the support of a team of external medical experts. This protocol will cover all aspects of the cruise from the booking phase through to disembarkation and the return home. It will also include all aspects of life on board and the precautionary measures will ensure the health and wellbeing of guests and crew including enhanced sanitation measures, guidelines for life on board as well as enhanced medical facilities and health screenings for guests and crew. Please refer to MSC Book for more information on our enhanced Health & Safety protocol.