MS
MSC Starlight Cruises
Unclaimed Business
MS
MSC Starlight Cruises
Unclaimed Business
10 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, MSC Starlight Cruises faces severe criticism across nearly every aspect of the customer experience. Refund and cancellation policies are widely perceived as rigid and unsympathetic, even when medical emergencies are involved. Onboard experiences are marred by excessively long queues, food shortages, poor beverage availability, and disorganised embarkation and disembarkation. Premium Aurea guests report missing perks and mislinked packages. Communication is consistently described as poor, with unanswered queries and lack of follow-through from customer care. Overall, guests feel the service does not justify the price paid.
Performance(last 12 months):
TrustIndex
0
Ranking
#9
in Travel & Vacation
NPS Score
-100
Recommended: Unlikely
Review Distribution
1|10 Reviews
May '25 - Apr '26
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
5(0%)
4(0%)
3(0%)
2(0%)
1(100%)
Frequently Asked Questions About MSC Starlight Cruises
Based on recent customer reviews, MSC Starlight Cruises faces severe criticism across nearly every aspect of the customer experience. Refund and cancellation policies are widely perceived as rigid and unsympathetic, even when medical emergencies are involved. Onboard experiences are marred by excessively long queues, food shortages, poor beverage availability, and disorganised embarkation and disembarkation. Premium Aurea guests report missing perks and mislinked packages. Communication is consistently described as poor, with unanswered queries and lack of follow-through from customer care. Overall, guests feel the service does not justify the price paid.
MSC Starlight Cruises has a TrustIndex of 0 out of 10 on Hellopeter, based on 10 reviews in the last 12 months. Hellopeter has tracked MSC Starlight Cruises across 433 total reviews. How is the TrustIndex calculated? →
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 ExperienceAP
Anthony P
1 reviews | Active since Jan 2020
26 Jan 2026, 15:55
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 *******
Helpful (0)
|Replies (0)AP
Anthony P
1 reviews | Active since Jan 2020
26 Jan 2026, 15:55
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
Replies (0)AM
Angela M
1 reviews | Active since Jan 2020
26 Jan 2026, 12:55
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.
Helpful (0)
|Replies (0)AM
Angela M
1 reviews | Active since Jan 2020
26 Jan 2026, 12:55
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
Replies (0)SN
Sharlene N
1 reviews | Active since Jan 2020
6 Jan 2026, 19:45
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.
Helpful (0)
|Replies (0)SN
Sharlene N
1 reviews | Active since Jan 2020
6 Jan 2026, 19:45
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.
0
Replies (0)DM
Dina M
1 reviews | Active since Jan 2020
14 Dec 2025, 14:53
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.
Helpful (0)
|Replies (0)DM
Dina M
1 reviews | Active since Jan 2020
14 Dec 2025, 14:53
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
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
3 Dec 2025, 14:05
PROCEDURAL FAILURE LED TO R7,300 LOSS
I am lodging a formal complaint against MSC Cruises South Africa regarding severe technical and procedural failures, agent misrepresentation, a massive financial loss of R7,300, and the ******** refusal to cancel the booking. Timeline of Events & Failures (The R7,300 Loss Causation): Friday, 28th Nov (Black Friday): Initial booking made (Original Base Price: R19,696). My account was immediately inaccessible due to MSC’s technical failure. I was told to email support and was promised a 24-hour response, which never happened. Monday, 1st Dec: While still locked out, I realized I had mistakenly booked the wrong cruise itinerary. Crucial Point: If the login issue had been fixed on Friday (which agent Irene later proved was a "quick fix"), I would have seen my mistake, corrected the itinerary, and avoided the R3,600 upgrade purchase made on Monday—preventing the entire R7,300 financial loss. Tuesday, 2nd Dec: I was unable to resolve the issue with agent Palesa Motsapi (unhelpful, refused escalation, failed to call back) despite four call attempts. Wednesday, 3rd Dec (Call 4): After Irene fixed the login, she retracted an initial settlement offer, imposing the final penalty: R7,300 (R3,700 loss of Black Friday discount + R3,600 forfeited upgrade fee) for a downgraded room. Refusal to Cancel: At this point of misrepresentation and massive financial penalty, I immediately requested full cancellation and a full refund. This request was denied by the manager, Nobuhle, who refused to speak with me directly. Demand: I demand the immediate full cancellation of the booking and a 100% refund of all monies paid to date. The direct causation of the R7,300 loss is MSC's procedural failure to fix a simple login issue, which prevented me from correcting my booking mistake in time.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
3 Dec 2025, 14:05
PROCEDURAL FAILURE LED TO R7,300 LOSS
I am lodging a formal complaint against MSC Cruises South Africa regarding severe technical and procedural failures, agent misrepresentation, a massive financial loss of R7,300, and the ******** refusal to cancel the booking. Timeline of Events & Failures (The R7,300 Loss Causation): Friday, 28th Nov (Black Friday): Initial booking made (Original Base Price: R19,696). My account was immediately inaccessible due to MSC’s technical failure. I was told to email support and was promised a 24-hour response, which never happened. Monday, 1st Dec: While still locked out, I realized I had mistakenly booked the wrong cruise itinerary. Crucial Point: If the login issue had been fixed on Friday (which agent Irene later proved was a "quick fix"), I would have seen my mistake, corrected the itinerary, and avoided the R3,600 upgrade purchase made on Monday—preventing the entire R7,300 financial loss. Tuesday, 2nd Dec: I was unable to resolve the issue with agent Palesa Motsapi (unhelpful, refused escalation, failed to call back) despite four call attempts. Wednesday, 3rd Dec (Call 4): After Irene fixed the login, she retracted an initial settlement offer, imposing the final penalty: R7,300 (R3,700 loss of Black Friday discount + R3,600 forfeited upgrade fee) for a downgraded room. Refusal to Cancel: At this point of misrepresentation and massive financial penalty, I immediately requested full cancellation and a full refund. This request was denied by the manager, Nobuhle, who refused to speak with me directly. Demand: I demand the immediate full cancellation of the booking and a 100% refund of all monies paid to date. The direct causation of the R7,300 loss is MSC's procedural failure to fix a simple login issue, which prevented me from correcting my booking mistake in time.
0
Replies (0)CM
Carla M
1 reviews | Active since Jan 2020
3 Dec 2025, 09:30
Very Disappointing Experience - Waste of Money
We paid a premium for the Aurea Experience - MSC Opera -but were deeply disappointed. Priority embarkation was denied, luggage was mishandled, damaged and delayed, and disembarkation was chaotic with errors on our children’s cruise cards causing long waits. None of the pre-purchased packages (Drinks / Ice Cream & Soda's) were linked to our Cruise Cards! Our credit card was not linked. This led to us spending more time in the Customer service line than we had at leisure on our 4-day cruise. The promised Aurea perks were largely missing or inadequate, including a poorly stocked minibar, no room service, and overcrowded bars. Dining was mediocre, and the overall service felt unprepared and slow. The only positive was the staff’s effort to celebrate my daughter’s birthday, which we appreciated. We will NEVER go on a MSC Cruise again! Rather use the money and go on a proper holiday.
Helpful (0)
|Replies (0)CM
Carla M
1 reviews | Active since Jan 2020
3 Dec 2025, 09:30
Very Disappointing Experience - Waste of Money
We paid a premium for the Aurea Experience - MSC Opera -but were deeply disappointed. Priority embarkation was denied, luggage was mishandled, damaged and delayed, and disembarkation was chaotic with errors on our children’s cruise cards causing long waits. None of the pre-purchased packages (Drinks / Ice Cream & Soda's) were linked to our Cruise Cards! Our credit card was not linked. This led to us spending more time in the Customer service line than we had at leisure on our 4-day cruise. The promised Aurea perks were largely missing or inadequate, including a poorly stocked minibar, no room service, and overcrowded bars. Dining was mediocre, and the overall service felt unprepared and slow. The only positive was the staff’s effort to celebrate my daughter’s birthday, which we appreciated. We will NEVER go on a MSC Cruise again! Rather use the money and go on a proper holiday.
0
Replies (0)CT
Carl T
1 reviews | Active since Jan 2020
31 Oct 2025, 09:59
MSC Cruises
We have secured a reservation with MSC Cruises SA for a cruise scheduled in March 2026. Booking number 63514304 However, due to unexpected circumstances, we were compelled to cancel our booking. I initiated the cancellation well in advance of the 90-day cancellation period. I acknowledge that we have lost our R3000.00 deposit, but I request that all other payments made for the cruise be refunded to me. We have filled out all necessary documents for the refund. Whenever I have reached out to MSC, I have been informed that they are experiencing a backlog of refunds. Their backlog is not my concern.
Helpful (0)
|Replies (0)CT
Carl T
1 reviews | Active since Jan 2020
31 Oct 2025, 09:59
MSC Cruises
We have secured a reservation with MSC Cruises SA for a cruise scheduled in March 2026. Booking number 63514304 However, due to unexpected circumstances, we were compelled to cancel our booking. I initiated the cancellation well in advance of the 90-day cancellation period. I acknowledge that we have lost our R3000.00 deposit, but I request that all other payments made for the cruise be refunded to me. We have filled out all necessary documents for the refund. Whenever I have reached out to MSC, I have been informed that they are experiencing a backlog of refunds. Their backlog is not my concern.
0
Replies (0)JR
Jody R
1 reviews | Active since Jan 2020
8 Jul 2025, 06:16
MSC Cruises Lacks Compassion – Refusing Refund Despite Pregnancy Risk
I am absolutely appalled by the way MSC Cruises has handled my request for a cancellation and refund. I am currently pregnant and will be 40 weeks at the time of the cruise departure. This is clearly a high-risk stage of pregnancy, and I provided medical letters from my doctor confirming my due date and that I am unable to travel. Despite this, MSC has refused to cancel my cruise or refund my deposit, even though their own policy makes allowances for cancellations under such medical circumstances. Their response? That I might give birth before departure—as if they are medical professionals qualified to make such judgments. This is not only irresponsible, but cruel and deeply insensitive. Their complete lack of empathy or concern for the wellbeing of myself or my unborn child is shocking. While they have offered to change the date, I no longer want anything to do with MSC Cruises. If this is how they treat someone with a valid medical reason, imagine how they would handle an emergency on board. Their disregard for human life and basic decency is horrifying. I strongly urge anyone considering MSC to think twice. Their customer service is heartless, their policies are selectively enforced, and they have shown me they care more about money than people. I feel ****med, unheard, and deeply hurt.
Helpful (0)
|Replies (0)JR
Jody R
1 reviews | Active since Jan 2020
8 Jul 2025, 06:16
MSC Cruises Lacks Compassion – Refusing Refund Despite Pregnancy Risk
I am absolutely appalled by the way MSC Cruises has handled my request for a cancellation and refund. I am currently pregnant and will be 40 weeks at the time of the cruise departure. This is clearly a high-risk stage of pregnancy, and I provided medical letters from my doctor confirming my due date and that I am unable to travel. Despite this, MSC has refused to cancel my cruise or refund my deposit, even though their own policy makes allowances for cancellations under such medical circumstances. Their response? That I might give birth before departure—as if they are medical professionals qualified to make such judgments. This is not only irresponsible, but cruel and deeply insensitive. Their complete lack of empathy or concern for the wellbeing of myself or my unborn child is shocking. While they have offered to change the date, I no longer want anything to do with MSC Cruises. If this is how they treat someone with a valid medical reason, imagine how they would handle an emergency on board. Their disregard for human life and basic decency is horrifying. I strongly urge anyone considering MSC to think twice. Their customer service is heartless, their policies are selectively enforced, and they have shown me they care more about money than people. I feel ****med, unheard, and deeply hurt.
0
Replies (0)