My complaint:
I have booked a cruise with MSC in May 22, for September 2023. With MSC you must take the international insurance as the cruise start in Kiel Germany. On Monday 8 May 2023, I contacted MSC for advice on the insurance and the lady was very friendly and professional and inform me that the insurance only cover us on the cruise and not for the time that we exit South Africa until we return to South Africa, we need to get additional insurance for that. She also advised me to contact Hollard and take a travel insurance from them which will cover the whole trip and not just the cruise. She also told me when I have the new insurance from Hollard in place that covers the whole trip, they will remove the cover they have on the booking so that I ca pay in full for out cruise. This call was made on 8 May 2023 at 14H12
On 10 May 2023 I contact MSC again at11H53 and spoke to another lady by the name of Okhule, which wasn’t so friendly as the lady from my call on Monday. I informed her of my call on Monday, and explain the whole situation to her, and she wasn’t very friendly at all, and ask me to send proof of new insurance, which I did. I asked her how long it will take to remove the insurance from my booking as I need to pay the outstanding balance, she sounded very irritated with me and told me as soon as she receives the email she will forward it to the right department, and they will remove it.
I also asked her why MSC gave me insurance that is useless as it won’t cover our whole trip, do they think we just appear on the cruise ship without leaving South Africa, meaning this insurance they offer you should cover you all the way.
Today 11 May 2023, I contact again MSC to find out how long it will take for them to remove their insurance as I have my own taken out covering the whole trip. The lady by the name of Nampomomelo asked me to whom did I send the proof of new insurance to, and I told her that I have send it at 12H12 to Okule who I spoke too yesterday 10 May 2023.Nampomomelo asked me to stay on the line she wants to ask Okule if she did receive the e-mail. After a while she came back and advise me that she will forward the E-Mail to the relevant department, I asked her how long this will take, because I want to pay the cruise in full. She advises me it will be 72 hours before it will be taken off my account. I then ask her why so long where she said its policy and she were speaking very rudely to me. I asked her if I can speak to a supervisor, and she said there is no one there, and I can complaint to MSC in righting. I asked her why she is so rude to her customer that actually pays her salary, and she got ruder with me and told me we the customers do not pay their salaries. So, I asked her if they get trained to be so rude to their customers and she said I can’t tell her anything about her salary. I then just hang up the phone realising that I would not get professional help from this lady.
Suggested solution:
Train their representatives better and employ people that can work with customers in a much friendlier and professional way.
MSC must relook the insurance they offer to client's don't offer insurance that is useless for international travel.
