We are MSC Cruises Diamond Members and have been loyal customers for many years. Precisely because of this, this experience was especially disappointing.We received a quotation from MSC which we confirmed correctly within its validity period. Afterwards, MSC informed us that an internal mistake had been made and that too much discount had been applied. As a result, we were asked to pay an additional €200, despite having a valid quotation.We fully understand that mistakes can happen. What we do not understand is why no form of goodwill or compensation was possible for an error that was entirely on MSC’s side. Even a simple gesture such as onboard credit or a complimentary transfer was refused, although this would involve little to no real cost for the company.Because of this inflexible approach, we ultimately decided not to proceed with the booking. It is very disappointing to see a cruise line that claims to value loyalty handle a situation like this with Diamond Members.A missed opportunity for MSC to resolve a mistake in a customer-friendly way.
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