{"id":"msc-cruises","page":"https://escalate.alexgaoth.com/#/c/msc-cruises","html":"https://escalate.alexgaoth.com/c/msc-cruises/","generated":"2026-10-15","company":{"id":"msc-cruises","name":"MSC Cruises","aliases":["msc","msc cruises usa","msc cruises (usa) llc","msc cruises s.a."],"sector":"cruise","website":"https://www.msccruisesusa.com","regulators":["fmc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"MSC Cruises USA customer service and reservations","value":"+1-877-665-4655","purposes":["refund_request","cancel_service","reservation_problem","accessibility"],"notes":"From search-result snippets of msccruisesusa.com (the contact page and the U.S. booking terms); msccruisesusa.com returned HTTP 401 to our fetches, so the page itself was not loaded. Snippets give different hours (one: Mon–Fri 9 a.m.–7 p.m., Sat 9 a.m.–6 p.m., Sun 10 a.m.–4 p.m.), so hours are not recorded. A booking-terms snippet says cancellations must be requested by telephone at this number by the passenger or the travel agent.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"},{"id":"contact-page","type":"portal","label":"Contact Us page (contact center, lost and found form, Special Needs form link)","value":"https://www.msccruisesusa.com/contact-us","purposes":["poor_service","lost_item","accessibility"],"notes":"Known only from search-result snippets; the page returned HTTP 401 to our fetches. Snippets say it links a lost and found form and the Special Needs form.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"},{"id":"accessibility-form","type":"web_form","label":"Accessibility and Medical Requests form","value":"https://www.msccruisesusa.com/accessibility-form-new","purposes":["accessibility"],"notes":"Known only from search-result snippets; msccruisesusa.com returned HTTP 401 to our fetches. The accessibility page snippet says to submit the form at the time of booking, or at the latest 30 days before departure.","source":"https://www.msccruisesusa.com/accessibility-medical","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","note":"No U.S. written complaint form or address could be verified. Send written claims by a method with delivery confirmation and keep proof."},{"rung":"regulator","regulator":"fmc","note":"For a refund MSC owes after it cancelled or delayed a cruise (nonperformance)."},{"rung":"payment_dispute","note":"Card dispute for a refund MSC owes but has not paid."}],"playbooks":[{"issue":"refund_request","summary":"If MSC cancels a cruise or delays it three or more days and you choose not to sail, you can claim a refund; MSC recommends sending the claim with delivery confirmation and says valid claims are paid within 180 days. A cancellation you make yourself is not nonperformance. All values here come from search-result snippets.","evidence":["booking number","cancellation or delay notice from MSC","proof of payment and amount","proof of delivery of your claim"],"steps":[{"do":"To cancel a booking yourself, call MSC (or have your travel agent call); the booking terms say cancellation must be requested by telephone.","channel":"customer-service-phone"},{"do":"If MSC cancelled the cruise or delayed it three or more days and you chose not to sail, send a written refund claim by certified mail, registered mail or courier with delivery confirmation. Confirm the claim address with MSC first, because it could not be verified here.","channel":"customer-service-phone"},{"do":"If MSC denies a valid claim or does not pay within 180 days, file with the Federal Maritime Commission.","regulator":"fmc"},{"do":"If a refund MSC owes is still not paid, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"MSC's Nonperformance Refund Claims page says that if a cruise is cancelled or delayed by three or more days and you choose not to sail, you may claim a refund; a passenger's own cancellation is not nonperformance. MSC recommends sending claims by certified mail, registered mail or courier with delivery confirmation, and valid claims are paid within 180 days. From a search-result snippet; the page returned HTTP 401. The FMC links to this page as MSC's official nonperformance policy.","issues":["refund_request"],"source":"https://www.msccruisesusa.com/nonperformance","last_verified":"2026-10-13"},{"kind":"policy","claim":"A search-result snippet of MSC's U.S. booking terms says cancellation charges are assessed on total fares (excluding government fees and taxes and airfare), and that airfare booked through MSC becomes non-refundable twenty-four hours after booking. MSC's documents show different cancellation schedules by version, so the percentages are not recorded here.","issues":["refund_request","cancel_service"],"source":"https://www.msccruisesusa.com/-/media/US/Documents/booking-terms-and-conditions","last_verified":"2026-10-13"}]},{"issue":"accessibility","summary":"Submit the Accessibility and Medical Requests form at booking, and no later than 30 days before departure; MSC says that after this it may be unable to provide the assistance. Values come from search-result snippets.","evidence":["booking number","the submitted form and confirmation","dates","what was not provided"],"steps":[{"do":"At booking, submit the Accessibility and Medical Requests form; the latest is 30 days before departure.","channel":"accessibility-form"},{"do":"For accessible airport or port transfers, ask your travel agent or the MSC contact center.","channel":"customer-service-phone"},{"do":"On board, report problems at reception or Guest Services before you disembark."},{"do":"After the cruise, send written notice within 15 days of disembarkation and keep proof of delivery."}],"facts":[{"kind":"deadline","claim":"MSC's accessibility page (search-result snippet; the page returned HTTP 401) says guests should submit the Accessibility and Medical Requests form at the time of booking, or at the latest 30 days before departure, and that after this deadline MSC may be unable to provide the level of assistance required.","issues":["accessibility"],"source":"https://www.msccruisesusa.com/accessibility-medical","last_verified":"2026-10-13"},{"kind":"contact","claim":"The Department of Justice takes ADA complaints online at https://civilrights.justice.gov/report and answers questions on the ADA Information Line 800-514-0301 (TTY 1-833-610-1264).","issues":["accessibility"],"source":"https://www.ada.gov/file-a-complaint/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"A search-result snippet of MSC's U.S. booking terms says notices of claim for death, illness, emotional stress or personal injury, with full particulars in writing, must be received by MSC within six (6) months (185 calendar days) after the event. The time limit for filing suit was not visible in the snippets.","issues":["safety_incident"],"source":"https://www.msccruisesusa.com/-/media/US/Documents/booking-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"deadline","claim":"A search-result snippet of MSC's U.S. Conditions of Carriage says notice of loss or damage to luggage must be given in writing before or at disembarkation, or within fifteen (15) calendar days if the loss is not apparent then, and that notice of any other claim (not injury, illness or luggage) must be received in writing within fifteen (15) days from disembarkation. Which document version this text came from could not be confirmed.","issues":["poor_service","reservation_problem","refund_request","accessibility"],"source":"https://www.msccruisesusa.com/conditions-of-carriage","last_verified":"2026-10-13"},{"kind":"policy","claim":"A search-result snippet of MSC's U.S. booking terms says that for cruises that include, embark or disembark at a U.S. port, disputes are resolved exclusively by the U.S. District Court for the Southern District of Florida, and that the booking terms provide for individual legal action only, not class or representative actions.","issues":["refund_request","poor_service","safety_incident"],"source":"https://www.msccruisesusa.com/-/media/US/Documents/booking-terms-and-conditions","last_verified":"2026-10-13"}],"known_blockers":["msccruisesusa.com returned HTTP 401 to automated fetches on 2026-10-13, including the contact page, booking terms, Conditions of Carriage and nonperformance page. An agent may need the person to open these pages in a browser.","The booking terms say a cancellation must be requested by telephone, which needs the passenger or travel agent on the call.","No U.S. written complaint form, email or mailing address for claims could be verified."],"notes":"Every value in this file comes from search-result snippets of msccruisesusa.com pages, because the site returned HTTP 401 to direct fetches on 2026-10-13. Verify on the live pages before relying on them. Gaps: the cancellation charge percentages (MSC's documents show several versions), refund processing times, the suit deadline, the claims address, and published hours. Snippets showed two U.S. office addresses (Miami and Fort Lauderdale), so neither is recorded.","official_domains":["msccruisesusa.com","msccruises.com"],"security":{"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name MSC.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}]}},"playbooks":{"refund_request":{"company":{"id":"msc-cruises","name":"MSC Cruises","sector":"cruise","website":"https://www.msccruisesusa.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"If MSC cancels a cruise or delays it three or more days and you choose not to sail, you can claim a refund; MSC recommends sending the claim with delivery confirmation and says valid claims are paid within 180 days. A cancellation you make yourself is not nonperformance. All values here come from search-result snippets.","evidence":["booking number","cancellation or delay notice from MSC","proof of payment and amount","proof of delivery of your claim"],"steps":[{"do":"To cancel a booking yourself, call MSC (or have your travel agent call); the booking terms say cancellation must be requested by telephone.","channel":{"id":"customer-service-phone","type":"phone","label":"MSC Cruises USA customer service and reservations","value":"+1-877-665-4655","purposes":["refund_request","cancel_service","reservation_problem","accessibility"],"notes":"From search-result snippets of msccruisesusa.com (the contact page and the U.S. booking terms); msccruisesusa.com returned HTTP 401 to our fetches, so the page itself was not loaded. Snippets give different hours (one: Mon–Fri 9 a.m.–7 p.m., Sat 9 a.m.–6 p.m., Sun 10 a.m.–4 p.m.), so hours are not recorded. A booking-terms snippet says cancellations must be requested by telephone at this number by the passenger or the travel agent.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"}},{"do":"If MSC cancelled the cruise or delayed it three or more days and you chose not to sail, send a written refund claim by certified mail, registered mail or courier with delivery confirmation. Confirm the claim address with MSC first, because it could not be verified here.","channel":{"id":"customer-service-phone","type":"phone","label":"MSC Cruises USA customer service and reservations","value":"+1-877-665-4655","purposes":["refund_request","cancel_service","reservation_problem","accessibility"],"notes":"From search-result snippets of msccruisesusa.com (the contact page and the U.S. booking terms); msccruisesusa.com returned HTTP 401 to our fetches, so the page itself was not loaded. Snippets give different hours (one: Mon–Fri 9 a.m.–7 p.m., Sat 9 a.m.–6 p.m., Sun 10 a.m.–4 p.m.), so hours are not recorded. A booking-terms snippet says cancellations must be requested by telephone at this number by the passenger or the travel agent.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"}},{"do":"If MSC denies a valid claim or does not pay within 180 days, file with the Federal Maritime Commission.","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"do":"If a refund MSC owes is still not paid, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"MSC Cruises USA customer service and reservations","value":"+1-877-665-4655","purposes":["refund_request","cancel_service","reservation_problem","accessibility"],"notes":"From search-result snippets of msccruisesusa.com (the contact page and the U.S. booking terms); msccruisesusa.com returned HTTP 401 to our fetches, so the page itself was not loaded. Snippets give different hours (one: Mon–Fri 9 a.m.–7 p.m., Sat 9 a.m.–6 p.m., Sun 10 a.m.–4 p.m.), so hours are not recorded. A booking-terms snippet says cancellations must be requested by telephone at this number by the passenger or the travel agent.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"MSC's Nonperformance Refund Claims page says that if a cruise is cancelled or delayed by three or more days and you choose not to sail, you may claim a refund; a passenger's own cancellation is not nonperformance. MSC recommends sending claims by certified mail, registered mail or courier with delivery confirmation, and valid claims are paid within 180 days. From a search-result snippet; the page returned HTTP 401. The FMC links to this page as MSC's official nonperformance policy.","issues":["refund_request"],"source":"https://www.msccruisesusa.com/nonperformance","last_verified":"2026-10-13"},{"kind":"policy","claim":"A search-result snippet of MSC's U.S. booking terms says cancellation charges are assessed on total fares (excluding government fees and taxes and airfare), and that airfare booked through MSC becomes non-refundable twenty-four hours after booking. MSC's documents show different cancellation schedules by version, so the percentages are not recorded here.","issues":["refund_request","cancel_service"],"source":"https://www.msccruisesusa.com/-/media/US/Documents/booking-terms-and-conditions","last_verified":"2026-10-13"},{"kind":"deadline","claim":"A search-result snippet of MSC's U.S. Conditions of Carriage says notice of loss or damage to luggage must be given in writing before or at disembarkation, or within fifteen (15) calendar days if the loss is not apparent then, and that notice of any other claim (not injury, illness or luggage) must be received in writing within fifteen (15) days from disembarkation. Which document version this text came from could not be confirmed.","issues":["poor_service","reservation_problem","refund_request","accessibility"],"source":"https://www.msccruisesusa.com/conditions-of-carriage","last_verified":"2026-10-13"},{"kind":"policy","claim":"A search-result snippet of MSC's U.S. booking terms says that for cruises that include, embark or disembark at a U.S. port, disputes are resolved exclusively by the U.S. District Court for the Southern District of Florida, and that the booking terms provide for individual legal action only, not class or representative actions.","issues":["refund_request","poor_service","safety_incident"],"source":"https://www.msccruisesusa.com/-/media/US/Documents/booking-terms-and-conditions","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"MSC Cruises USA customer service and reservations","value":"+1-877-665-4655","purposes":["refund_request","cancel_service","reservation_problem","accessibility"],"notes":"From search-result snippets of msccruisesusa.com (the contact page and the U.S. booking terms); msccruisesusa.com returned HTTP 401 to our fetches, so the page itself was not loaded. Snippets give different hours (one: Mon–Fri 9 a.m.–7 p.m., Sat 9 a.m.–6 p.m., Sun 10 a.m.–4 p.m.), so hours are not recorded. A booking-terms snippet says cancellations must be requested by telephone at this number by the passenger or the travel agent.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"No U.S. written complaint form or address could be verified. Send written claims by a method with delivery confirmation and keep proof.","candidate_channels":["contact-page","accessibility-form"]},{"index":2,"rung":"regulator","note":"For a refund MSC owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund MSC owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["msccruisesusa.com returned HTTP 401 to automated fetches on 2026-10-13, including the contact page, booking terms, Conditions of Carriage and nonperformance page. An agent may need the person to open these pages in a browser.","The booking terms say a cancellation must be requested by telephone, which needs the passenger or travel agent on the call.","No U.S. written complaint form, email or mailing address for claims could be verified."],"security":{"official_domains":["msccruisesusa.com","msccruises.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name MSC.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":2,"search_snippet":9},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 11 sources are the organization's own pages or government sites; 9 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Every value in this file comes from search-result snippets of msccruisesusa.com pages, because the site returned HTTP 401 to direct fetches on 2026-10-13. Verify on the live pages before relying on them. Gaps: the cancellation charge percentages (MSC's documents show several versions), refund processing times, the suit deadline, the claims address, and published hours. Snippets showed two U.S. office addresses (Miami and Fort Lauderdale), so neither is recorded.","warnings":[]},"accessibility":{"company":{"id":"msc-cruises","name":"MSC Cruises","sector":"cruise","website":"https://www.msccruisesusa.com","account_url":null},"issue":{"id":"accessibility","name":"Disability assistance problem"},"playbook_source":"company","summary":"Submit the Accessibility and Medical Requests form at booking, and no later than 30 days before departure; MSC says that after this it may be unable to provide the assistance. Values come from search-result snippets.","evidence":["booking number","the submitted form and confirmation","dates","what was not provided"],"steps":[{"do":"At booking, submit the Accessibility and Medical Requests form; the latest is 30 days before departure.","channel":{"id":"accessibility-form","type":"web_form","label":"Accessibility and Medical Requests form","value":"https://www.msccruisesusa.com/accessibility-form-new","purposes":["accessibility"],"notes":"Known only from search-result snippets; msccruisesusa.com returned HTTP 401 to our fetches. The accessibility page snippet says to submit the form at the time of booking, or at the latest 30 days before departure.","source":"https://www.msccruisesusa.com/accessibility-medical","last_verified":"2026-10-13"}},{"do":"For accessible airport or port transfers, ask your travel agent or the MSC contact center.","channel":{"id":"customer-service-phone","type":"phone","label":"MSC Cruises USA customer service and reservations","value":"+1-877-665-4655","purposes":["refund_request","cancel_service","reservation_problem","accessibility"],"notes":"From search-result snippets of msccruisesusa.com (the contact page and the U.S. booking terms); msccruisesusa.com returned HTTP 401 to our fetches, so the page itself was not loaded. Snippets give different hours (one: Mon–Fri 9 a.m.–7 p.m., Sat 9 a.m.–6 p.m., Sun 10 a.m.–4 p.m.), so hours are not recorded. A booking-terms snippet says cancellations must be requested by telephone at this number by the passenger or the travel agent.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"}},{"do":"On board, report problems at reception or Guest Services before you disembark."},{"do":"After the cruise, send written notice within 15 days of disembarkation and keep proof of delivery."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"MSC Cruises USA customer service and reservations","value":"+1-877-665-4655","purposes":["refund_request","cancel_service","reservation_problem","accessibility"],"notes":"From search-result snippets of msccruisesusa.com (the contact page and the U.S. booking terms); msccruisesusa.com returned HTTP 401 to our fetches, so the page itself was not loaded. Snippets give different hours (one: Mon–Fri 9 a.m.–7 p.m., Sat 9 a.m.–6 p.m., Sun 10 a.m.–4 p.m.), so hours are not recorded. A booking-terms snippet says cancellations must be requested by telephone at this number by the passenger or the travel agent.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"},{"id":"contact-page","type":"portal","label":"Contact Us page (contact center, lost and found form, Special Needs form link)","value":"https://www.msccruisesusa.com/contact-us","purposes":["poor_service","lost_item","accessibility"],"notes":"Known only from search-result snippets; the page returned HTTP 401 to our fetches. Snippets say it links a lost and found form and the Special Needs form.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"},{"id":"accessibility-form","type":"web_form","label":"Accessibility and Medical Requests form","value":"https://www.msccruisesusa.com/accessibility-form-new","purposes":["accessibility"],"notes":"Known only from search-result snippets; msccruisesusa.com returned HTTP 401 to our fetches. The accessibility page snippet says to submit the form at the time of booking, or at the latest 30 days before departure.","source":"https://www.msccruisesusa.com/accessibility-medical","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"MSC's accessibility page (search-result snippet; the page returned HTTP 401) says guests should submit the Accessibility and Medical Requests form at the time of booking, or at the latest 30 days before departure, and that after this deadline MSC may be unable to provide the level of assistance required.","issues":["accessibility"],"source":"https://www.msccruisesusa.com/accessibility-medical","last_verified":"2026-10-13"},{"kind":"contact","claim":"The Department of Justice takes ADA complaints online at https://civilrights.justice.gov/report and answers questions on the ADA Information Line 800-514-0301 (TTY 1-833-610-1264).","issues":["accessibility"],"source":"https://www.ada.gov/file-a-complaint/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"A search-result snippet of MSC's U.S. Conditions of Carriage says notice of loss or damage to luggage must be given in writing before or at disembarkation, or within fifteen (15) calendar days if the loss is not apparent then, and that notice of any other claim (not injury, illness or luggage) must be received in writing within fifteen (15) days from disembarkation. Which document version this text came from could not be confirmed.","issues":["poor_service","reservation_problem","refund_request","accessibility"],"source":"https://www.msccruisesusa.com/conditions-of-carriage","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"MSC Cruises USA customer service and reservations","value":"+1-877-665-4655","purposes":["refund_request","cancel_service","reservation_problem","accessibility"],"notes":"From search-result snippets of msccruisesusa.com (the contact page and the U.S. booking terms); msccruisesusa.com returned HTTP 401 to our fetches, so the page itself was not loaded. Snippets give different hours (one: Mon–Fri 9 a.m.–7 p.m., Sat 9 a.m.–6 p.m., Sun 10 a.m.–4 p.m.), so hours are not recorded. A booking-terms snippet says cancellations must be requested by telephone at this number by the passenger or the travel agent.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"No U.S. written complaint form or address could be verified. Send written claims by a method with delivery confirmation and keep proof.","candidate_channels":["contact-page","accessibility-form"]},{"index":2,"rung":"regulator","note":"For a refund MSC owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund MSC owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["msccruisesusa.com returned HTTP 401 to automated fetches on 2026-10-13, including the contact page, booking terms, Conditions of Carriage and nonperformance page. An agent may need the person to open these pages in a browser.","The booking terms say a cancellation must be requested by telephone, which needs the passenger or travel agent on the call.","No U.S. written complaint form, email or mailing address for claims could be verified."],"security":{"official_domains":["msccruisesusa.com","msccruises.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name MSC.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":2,"search_snippet":9},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 11 sources are the organization's own pages or government sites; 9 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Every value in this file comes from search-result snippets of msccruisesusa.com pages, because the site returned HTTP 401 to direct fetches on 2026-10-13. Verify on the live pages before relying on them. Gaps: the cancellation charge percentages (MSC's documents show several versions), refund processing times, the suit deadline, the claims address, and published hours. Snippets showed two U.S. office addresses (Miami and Fort Lauderdale), so neither is recorded.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"MSC Cruises USA customer service and reservations","value":"+1-877-665-4655","purposes":["refund_request","cancel_service","reservation_problem","accessibility"],"notes":"From search-result snippets of msccruisesusa.com (the contact page and the U.S. booking terms); msccruisesusa.com returned HTTP 401 to our fetches, so the page itself was not loaded. Snippets give different hours (one: Mon–Fri 9 a.m.–7 p.m., Sat 9 a.m.–6 p.m., Sun 10 a.m.–4 p.m.), so hours are not recorded. A booking-terms snippet says cancellations must be requested by telephone at this number by the passenger or the travel agent.","source":"https://www.msccruisesusa.com/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"No U.S. written complaint form or address could be verified. Send written claims by a method with delivery confirmation and keep proof.","candidate_channels":["contact-page","accessibility-form"]},{"index":2,"rung":"regulator","note":"For a refund MSC owes after it cancelled or delayed a cruise (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund MSC owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["msccruisesusa.com","msccruises.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warned on January 10, 2020 about illegal robocalls that offered two free cruise tickets for a phone survey, then passed people to telemarketers who sold upgrades and charged $59 in port taxes and fees per person. The alert does not name MSC.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":11},"verified_from":{"page":2,"search_snippet":9},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 100% of 11 sources are the organization's own pages or government sites; 9 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"dossier":null,"guide":{"key":"cruise","title":"Cruise lines — how complaints work","last_verified":"2026-10-13","file":"guides/cruise.md","page":"https://escalate.alexgaoth.com/#/guides/cruise"}}