MSC Starlight Cruises
Unclaimed Business
|1|10 Reviews (last 12 months)|This business does not respond to reviews
MSC Starlight Cruises
Unclaimed Business
|1
10 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, MSC Starlight Cruises is facing significant dissatisfaction from South African travellers. Customers consistently mention frustration with refund and cancellation policies, particularly around medical emergencies and forfeited deposits. A recurring theme is poor communication, with mishandled luggage queries going unanswered and pre-purchased packages not linked to cruise cards. Onboard, guests describe long queues at bars and dining areas, food quality below expectations, and ageing ship interiors. While some staff efforts are appreciated, the overall sentiment reflects feelings of being misled, overlooked, and poorly supported.
Performance(last 12 months):
Trustindex Rating
2NPS Score
-100Unlikely
TrustIndex
2
NPS Score
-100
Recommended: Unlikely
Review Distribution
1|10 Reviews
Sep '25 - Aug '26
Recent reviews (10)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceJS
LS
Lorne S
1 reviews | Active since May 2024
30 Apr 2026, 15:54
Msccruises in SA lacking in Website proficiency
With the HQ in Switzerland the administration is lacking and website the most affected. Lots of time wasted in the Website which hasn't seen an upgrade in many years. Just changing an email address no response
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Lorne S
1 reviews | Active since May 2024
30 Apr 2026, 15:54
Msccruises in SA lacking in Website proficiency
With the HQ in Switzerland the administration is lacking and website the most affected. Lots of time wasted in the Website which hasn't seen an upgrade in many years. Just changing an email address no response
0
Replies (0)SN
Sharlene N
1 reviews | Active since Mar 2020
9 Apr 2026, 12:16
Pathetic Customer service form MSC SA ATTENTION ROSS VOLK
i am writing to formally escalate my complaint regarding the poor service and ongoing mishandling of my misplaced luggage following my cruise in Brazil in December. i was told that I have to sort this out myself with no help. When I disembarked from the cruise, my luggage was misplaced by the cruise line. Upon my return to South Africa, I logged a complaint on 30 December. Despite the urgency, I only received my first response on 7 January 2026, which already caused unnecessary delays. I was assisted by Tshepiso Tshabalala who compentence levels is poor, and I was advised that my sister, who is currently in Brazil, would be able to collect the luggage before 11 April. Based on this confirmation, arrangements were made accordingly. I have now been informed—at a very late stage—that the luggage can only be collected on a specific date, a requirement that was never communicated to me previously. As a result of this lack of clear communication and shifting requirements, I have been pushed from pillar to post and have incurred additional, avoidable costs due to sheer incompetence in handling this matter. This situation has gone on far too long, and I am extremely dissatisfied with the service received. I respectfully request your intervention to urgently resolve this matter and ensure my luggage is released for collection without further delay. He tells me that my luggage will be destroyed, I have all my emails Communicator to prove that i have not been assisted to the level that I have been and that MSC does not want to take accountability for their negligence.
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Sharlene N
1 reviews | Active since Mar 2020
9 Apr 2026, 12:16
Pathetic Customer service form MSC SA ATTENTION ROSS VOLK
i am writing to formally escalate my complaint regarding the poor service and ongoing mishandling of my misplaced luggage following my cruise in Brazil in December. i was told that I have to sort this out myself with no help. When I disembarked from the cruise, my luggage was misplaced by the cruise line. Upon my return to South Africa, I logged a complaint on 30 December. Despite the urgency, I only received my first response on 7 January 2026, which already caused unnecessary delays. I was assisted by Tshepiso Tshabalala who compentence levels is poor, and I was advised that my sister, who is currently in Brazil, would be able to collect the luggage before 11 April. Based on this confirmation, arrangements were made accordingly. I have now been informed—at a very late stage—that the luggage can only be collected on a specific date, a requirement that was never communicated to me previously. As a result of this lack of clear communication and shifting requirements, I have been pushed from pillar to post and have incurred additional, avoidable costs due to sheer incompetence in handling this matter. This situation has gone on far too long, and I am extremely dissatisfied with the service received. I respectfully request your intervention to urgently resolve this matter and ensure my luggage is released for collection without further delay. He tells me that my luggage will be destroyed, I have all my emails Communicator to prove that i have not been assisted to the level that I have been and that MSC does not want to take accountability for their negligence.
0
Replies (0)JL
Jean L
1 reviews | Active since Jul 2010
25 Mar 2026, 13:36
Very poor experience
We recently went on a cruise on MSC Opera, it was a really a very bad experience. There was a few things to highlight: when we boarded in the early morning, we could not access our drinks (cooldrinks in our case) until after the muster drill...so be without anything to drink from say 9H30 until 14H00. ridiculous! During the safety drill there was a seemingly manager level Eastern block guy that had the odasity to scream at us as a couple through his loud haler that we should vacate his area - extremely rude!. He could have asked nicely, we would have comp****. During any day time there was only two bars open, this meant that even for a cold drink you had to stand in a que every time, this wait was no shorter than 1 hr each time...why not open also open below deck bars? The food was absolutely terrible. This was our 4th cruise and there is a dramatic markable reduction in quality, and quantity. The pizza's are bad as well so for the burgers. The variety in the buffet is very sp****. The presented food in the dining room was extremely small portions, and not much to write home about. There were other aspects, but I could give MSC the benefit of the doubt due to weather constraints, however to note was that very few things actually happened on time which sent planning for a ball of.... In general about the ship: It is old and showing its age, upholstery is worn, and very much from the 90's. In conclusion, for the amount of money paid and spent, we expected much more value. (with we being able to compare to previous trips). We would not go on or recommend anybody to join a MSC cruise ever
Helpful (0)
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Jean L
1 reviews | Active since Jul 2010
25 Mar 2026, 13:36
Very poor experience
We recently went on a cruise on MSC Opera, it was a really a very bad experience. There was a few things to highlight: when we boarded in the early morning, we could not access our drinks (cooldrinks in our case) until after the muster drill...so be without anything to drink from say 9H30 until 14H00. ridiculous! During the safety drill there was a seemingly manager level Eastern block guy that had the odasity to scream at us as a couple through his loud haler that we should vacate his area - extremely rude!. He could have asked nicely, we would have comp****. During any day time there was only two bars open, this meant that even for a cold drink you had to stand in a que every time, this wait was no shorter than 1 hr each time...why not open also open below deck bars? The food was absolutely terrible. This was our 4th cruise and there is a dramatic markable reduction in quality, and quantity. The pizza's are bad as well so for the burgers. The variety in the buffet is very sp****. The presented food in the dining room was extremely small portions, and not much to write home about. There were other aspects, but I could give MSC the benefit of the doubt due to weather constraints, however to note was that very few things actually happened on time which sent planning for a ball of.... In general about the ship: It is old and showing its age, upholstery is worn, and very much from the 90's. In conclusion, for the amount of money paid and spent, we expected much more value. (with we being able to compare to previous trips). We would not go on or recommend anybody to join a MSC cruise ever
0
Replies (0)AP
Anthony P
1 reviews | Active since Dec 2023
26 Jan 2026, 17:55
MSC Cruises - Be extremely careful with these *******
MSC Cruises has declined to refund or transfer my deposit, despite being notified 16 months prior to the scheduled departure date. We booked a cruise with MSC Cruises and paid a deposit of R3000. Upon realising that the sailing was scheduled for April 2027 rather than the intended date, I contacted MSC on 6 January 2026 and spoke with Sandiswa Bhobho. She informed me that MSC’s policy does not allow for refunds or transfers of deposits, even though we have subsequently booked a 14-day cruise to Mauritius in December (valued at R62,000). The R3000 deposit cannot be app**** to the Mauritius trip and must therefore be forfeited. Ms. Bhobho stated that she had consulted both her supervisor (Nomsa Maleka) and Manager (Nobuhle Mvelase), who confirmed that a transfer or refund would not be considered. MSC booked a cruise for April 2026 leaving from Cape Town without my consent and insists that my wife and I must go on this trip. I explained to Sandiswa and Nomsa that I would need to arrange an Uber and return flights from Johannesburg to Cape Town just for a three-day cruise, which isn't economically reasonable. However, their response was simply "take it or leave it," otherwise I will forfeit my R3000. I am concerned that this approach may not align with the Consumer Protection Act of South Africa. Given that MSC Cruises was advised of the requested change 16 months in advance, it seems unreasonable to forfeit the deposit under these circumstances. I respectfully request your assistance in resolving this matter and wish to inform prospective South African clients about MSC Cruises’ policies regarding changes to bookings. Be extremely careful with these *******
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Anthony P
1 reviews | Active since Dec 2023
26 Jan 2026, 17:55
MSC Cruises - Be extremely careful with these *******
MSC Cruises has declined to refund or transfer my deposit, despite being notified 16 months prior to the scheduled departure date. We booked a cruise with MSC Cruises and paid a deposit of R3000. Upon realising that the sailing was scheduled for April 2027 rather than the intended date, I contacted MSC on 6 January 2026 and spoke with Sandiswa Bhobho. She informed me that MSC’s policy does not allow for refunds or transfers of deposits, even though we have subsequently booked a 14-day cruise to Mauritius in December (valued at R62,000). The R3000 deposit cannot be app**** to the Mauritius trip and must therefore be forfeited. Ms. Bhobho stated that she had consulted both her supervisor (Nomsa Maleka) and Manager (Nobuhle Mvelase), who confirmed that a transfer or refund would not be considered. MSC booked a cruise for April 2026 leaving from Cape Town without my consent and insists that my wife and I must go on this trip. I explained to Sandiswa and Nomsa that I would need to arrange an Uber and return flights from Johannesburg to Cape Town just for a three-day cruise, which isn't economically reasonable. However, their response was simply "take it or leave it," otherwise I will forfeit my R3000. I am concerned that this approach may not align with the Consumer Protection Act of South Africa. Given that MSC Cruises was advised of the requested change 16 months in advance, it seems unreasonable to forfeit the deposit under these circumstances. I respectfully request your assistance in resolving this matter and wish to inform prospective South African clients about MSC Cruises’ policies regarding changes to bookings. Be extremely careful with these *******
0
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Angela M
1 reviews | Active since Feb 2023
26 Jan 2026, 14:55
Denied - Request for Deposit Refund Due to Serious Medical Grounds-
My daughter and son-in-law are booked to travel to Namibia at the end of March 2026. Unfortunately, my daughter had to undergo emergency surgery and has since been advised to begin chemotherapy treatment over the coming months. As a result, she has been medically declared unfit to travel. A doctor’s letter confirming this was submitted to MSC, together with more than four months’ notice of cancellation. Despite the medical evidence provided, we have been advised that the booking can only be moved to a future season or that a cancellation fee equal to the full deposit of R3,000 will apply. We find this response both disappointing and unreasonable under the circumstances. This cancellation is not due to a change of plans or personal preference, but is the direct result of a serious and unforeseen medical condition. Given the length of notice provided and the nature of the situation, we respectfully request that the deposit be refunded. We would also like to point out that we are not first-time passengers with MSC and have previously travelled with your company in good faith. We trust that MSC will review this matter with compassion and fairness and reconsider its position. We look forward to your response and a resolution to this matter.
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Angela M
1 reviews | Active since Feb 2023
26 Jan 2026, 14:55
Denied - Request for Deposit Refund Due to Serious Medical Grounds-
My daughter and son-in-law are booked to travel to Namibia at the end of March 2026. Unfortunately, my daughter had to undergo emergency surgery and has since been advised to begin chemotherapy treatment over the coming months. As a result, she has been medically declared unfit to travel. A doctor’s letter confirming this was submitted to MSC, together with more than four months’ notice of cancellation. Despite the medical evidence provided, we have been advised that the booking can only be moved to a future season or that a cancellation fee equal to the full deposit of R3,000 will apply. We find this response both disappointing and unreasonable under the circumstances. This cancellation is not due to a change of plans or personal preference, but is the direct result of a serious and unforeseen medical condition. Given the length of notice provided and the nature of the situation, we respectfully request that the deposit be refunded. We would also like to point out that we are not first-time passengers with MSC and have previously travelled with your company in good faith. We trust that MSC will review this matter with compassion and fairness and reconsider its position. We look forward to your response and a resolution to this matter.
0
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Sharlene N
1 reviews | Active since Mar 2020
6 Jan 2026, 21:45
Luggage lost with MSC cruise Preziosa Brazil - no feedback from MSC after 7 days and quering this MSC tagged te bag but did not give me my bag at the end of my trip.
I have been on a cruise - flew from Sa to Brazil on cuise ship Preziosa, from 23 to 29 December. Cruise was good but when we disembarked one of my bags was not there when I collected all the other bags and becasue the flight was the same day we had to male our way to the airport . My bag had my room details and my contact details on their. When I got back to South africa I lodged the query with customer care and they said within 72 hours I would get feedback. No feedback from. Anyone to this day and I call th3 customer care line and they couldn't have either. Today is the 6 Jan I lodget the query on the 30 December. No response. All I want is my bag. Does MSC associate themselves with dishonesty and theft? Where is te sense or urgency is assisting cruise members especially if they traveling far to cruise with them- Brazil the language barrier was an issue no one speak English. No one assisted me I had to come back to my own country to lodge this query. My bag could not be missing as I labeled 4 bags to be take from my 2 cabins and only got 3.
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Sharlene N
1 reviews | Active since Mar 2020
6 Jan 2026, 21:45
Luggage lost with MSC cruise Preziosa Brazil - no feedback from MSC after 7 days and quering this MSC tagged te bag but did not give me my bag at the end of my trip.
I have been on a cruise - flew from Sa to Brazil on cuise ship Preziosa, from 23 to 29 December. Cruise was good but when we disembarked one of my bags was not there when I collected all the other bags and becasue the flight was the same day we had to male our way to the airport . My bag had my room details and my contact details on their. When I got back to South africa I lodged the query with customer care and they said within 72 hours I would get feedback. No feedback from. Anyone to this day and I call th3 customer care line and they couldn't have either. Today is the 6 Jan I lodget the query on the 30 December. No response. All I want is my bag. Does MSC associate themselves with dishonesty and theft? Where is te sense or urgency is assisting cruise members especially if they traveling far to cruise with them- Brazil the language barrier was an issue no one speak English. No one assisted me I had to come back to my own country to lodge this query. My bag could not be missing as I labeled 4 bags to be take from my 2 cabins and only got 3.
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Replies (0)DM
Dina M
1 reviews | Active since Jul 2020
14 Dec 2025, 16:53
MSC Opera
MSC Opera Cruise was not value for money at all. A cruise is meant to feel seamless, relaxing, and well-coordinated; unfortunately, from the very first day, the experience felt the opposite. The queues were excessively long from embarkation onward, and this became a daily reality—especially for meals. Standing in long lines simply to eat became exhausting rather than enjoyable. The situation on the third day at Pomene Island was particularly disheartening. We only disembarked at 12:45, which meant losing most of what should have been a full island experience, yet we were expected back on the ship by 17:00. To make matters worse, we queued for nearly two hours on the island just to access food, only to find that by the time we reached the serving stations, the food had already run out. This left many guests frustrated, hungry, and feeling overlooked. Communication throughout the cruise was extremely poor. I purchased a data package days before boarding, yet I was unable to connect for almost two days because the package was not loaded onto the system. I had to move from pillar to post seeking assistance before it was finally activated. This should never happen, especially when services are paid for in advance. The food, overall, was not up to standard. Considering that this cruise attracts mostly South African guests, the menu did not resonate with the South African palate or experience at all. Juice was only available during tea and dinner—what about lunch? Even then, the quality of the juice was poor. We ate simply because we were hungry and had no alternatives, not because the food was enjoyable. Long queues were not limited to dining areas. The bars were overcrowded, making it extremely difficult to get a drink. Access to assistance was also limited, with only one information desk on Deck 5, resulting in long waiting times. Having information desks on multiple decks would significantly improve the guest experience. Some policies were also disappointing and unexpected. Being charged for ironing, while not being allowed to bring one’s own iron, felt unreasonable. Additionally, relying almost entirely on the mobile app for information creates a digital divide. Not everyone has access to a smartphone, and some guests cannot read or write. Greater consideration should be given to inclusivity and alternative ways of sharing information. Daily themes and events were not communicated properly. I packed clothes specifically for themes that were mentioned in pre-cruise emails—such as a ****tail party and an all-white party—only for these events not to take place at all. This left me feeling misled and unprepared for the actual experience. Overall, this cruise fell far short of expectations. These issues collectively created an experience that felt disorganised, exclusionary, and stressful—far from the enjoyable and memorable journey that a cruise promises to deliver. I share this feedback in the hope that it will be taken seriously and used to improve future experiences for other guests.
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Dina M
1 reviews | Active since Jul 2020
14 Dec 2025, 16:53
MSC Opera
MSC Opera Cruise was not value for money at all. A cruise is meant to feel seamless, relaxing, and well-coordinated; unfortunately, from the very first day, the experience felt the opposite. The queues were excessively long from embarkation onward, and this became a daily reality—especially for meals. Standing in long lines simply to eat became exhausting rather than enjoyable. The situation on the third day at Pomene Island was particularly disheartening. We only disembarked at 12:45, which meant losing most of what should have been a full island experience, yet we were expected back on the ship by 17:00. To make matters worse, we queued for nearly two hours on the island just to access food, only to find that by the time we reached the serving stations, the food had already run out. This left many guests frustrated, hungry, and feeling overlooked. Communication throughout the cruise was extremely poor. I purchased a data package days before boarding, yet I was unable to connect for almost two days because the package was not loaded onto the system. I had to move from pillar to post seeking assistance before it was finally activated. This should never happen, especially when services are paid for in advance. The food, overall, was not up to standard. Considering that this cruise attracts mostly South African guests, the menu did not resonate with the South African palate or experience at all. Juice was only available during tea and dinner—what about lunch? Even then, the quality of the juice was poor. We ate simply because we were hungry and had no alternatives, not because the food was enjoyable. Long queues were not limited to dining areas. The bars were overcrowded, making it extremely difficult to get a drink. Access to assistance was also limited, with only one information desk on Deck 5, resulting in long waiting times. Having information desks on multiple decks would significantly improve the guest experience. Some policies were also disappointing and unexpected. Being charged for ironing, while not being allowed to bring one’s own iron, felt unreasonable. Additionally, relying almost entirely on the mobile app for information creates a digital divide. Not everyone has access to a smartphone, and some guests cannot read or write. Greater consideration should be given to inclusivity and alternative ways of sharing information. Daily themes and events were not communicated properly. I packed clothes specifically for themes that were mentioned in pre-cruise emails—such as a ****tail party and an all-white party—only for these events not to take place at all. This left me feeling misled and unprepared for the actual experience. Overall, this cruise fell far short of expectations. These issues collectively created an experience that felt disorganised, exclusionary, and stressful—far from the enjoyable and memorable journey that a cruise promises to deliver. I share this feedback in the hope that it will be taken seriously and used to improve future experiences for other guests.
0
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