FAQ - Frequently Asked Questions

Who can book the Easy and Accessible shore excursions?

These easy tours are available for all guests and are wheelchair accessible. This program is designed to provide memorable, enjoyable experiences for limited-mobility guests, seniors, and anyone who enjoys a slower pace, as well as their families.

How are the Easy & Accessible shore excursions different from other regular shore excursions?

Easy & Accessible excursions are unique in that they offer:

Completely step-free tour routes
Wheelchair Accessible vehicles
Shorter distances
Slower pace
Accessible restrooms with wide doors along the route
Professional and compassionate tour guides experienced in working with senior and limited mobility clients

What type of vehicles are used for the Easy & Accessible shore excursions?

Easy & Accessible shore excursions use accessible vehicles equipped with either a ramp or lift for easy wheelchair access.

How can I trust that these tours are fully accessible?

Our Easy & Accessible shore experiences have been designed and vetted over many years by world-renowned accessibility experts and by travelers with disabilities. Routes are verified and tested consistently to meet the high standards set by MSC Cruises.

How big are the groups for the Easy & Accessible shore excursions?

To make these tours more enjoyable, group sizes are smaller than regular tours - these are not large motor coach groups. For most tours, small accessible vans are used.

How will the guide assist me with my mobility needs?

The tour guides conducting these accessible tours have several years of experience in touring with limited mobility guests and their families. They are patient, compassionate and very knowledgeable. Please note that guides are not permitted to push wheelchairs. Guests in wheelchairs must be able to self-propel or have a companion push them.

What can I expect from my Easy & Accessible shore excursions?

Accessible shore excursions are authentic experiences, designed to limit the amount of walking, without compromising on the experience. If you are asking yourself: "Will I get to leave the bus?", the answer is "Yes!". While other tours labelled as "accessible" only allow you to see the destination through a bus window, MSC Cruises offers wheelchair accessible shore excursions that include inside visits to castles, churches, museums, palaces, and historic ruins.

How do I make sure my mobility equipment isn't too big or too heavy for the excursion?

For each Easy & Accessible tour, the maximum combined weight allowed (equipment + mobility user) as well as maximum equipment dimension allowed (height, length, and width) are provided in their tour description notes. Please make sure to carefully check and verify that your equipment respects the dimensions allowed before booking the tour.

In which destinations can I book Easy & Accessible shore excursions?

Currently, the Easy & Accessible shore excursion program is available throughout several Caribbean and Mediterranean ports. You can see a complete list of destinations offering Easy & Accessible tours listed above.

When should I book my Easy & Accessible shore excursion?

We suggest you book your Easy & Accessible shore excursion at least 2months before your cruise in order to secure your space.

Can I cancel my booked Easy & Accessible shore excursion?

It is possible to cancel your booked Easy & Accessible tours up to 4 days prior to your cruise departure date.

Why is a minimum number of participants required?

The minimum number of participants is required to guarantee the tour to run at the individual price displayed on the website. In case the number of participants is not met, guests will be given the choice to book the tour for an additional cost, as a private tour. The individual price will then vary depending on the number of participants.

Why are the Easy & Accessible Excursions priced differently from the regular excursions?

These tours are highly curated to be either privately operated or for small groups only with a dedicated guiding service. In addition, the vehicles that are used are specially adapted to suit the needs of our guests. The limited availability of these specially adapted vehicles, the insurance required and the compliance with the regulatory laws in the sector (such as the American Disability Act – ADA), as well as the features installed and the cost of vehicle maintenance required, can contribute to the price of these tours.

How old must guests be to stay in a stateroom on a cruise to the USA?

Guest in the stateroom must be 21+ at the time of traveling to the USA

What is Alaska famous for?

Alaska is best known for its unspoilt nature and extraordinary wildlife. Think snow-capped mountains, fjords and otherworldly glaciers, plus grizzlies skulking around forests and channels filled with humpback whales. There are few places in the world like it - it has the biggest concentration of glaciers in North America (nearly 100,000), as well as the highest population of grizzly bears.

The state is also widely known for its invaluable Indigenous culture dating back thousands of years - discovering Alaskan Native heritage is a must during any cruise in Alaska, whether that's by visiting museums, watching traditional cultural performances or admiring intricate totem poles.

What to do in Alaska?

There's truly something for everyone on a cruise through Alaska. History buffs can brush up on the Gold Rush, foodies can sample local specialties (including Inuit ice cream), while those curious about culture can learn about the Indigenous peoples of Alaska and traditions like carving totem poles. Luckily, Ketchikan's Creek Street is a fine place to do all three of these things. Its antique boardwalk has a storied past and is now home to inviting restaurants and shops. Plus, it's also a top vantage point for seeing salmon, as well as being located right by some of the town's beautiful totem poles. See more at Saxman Village's Totem Park, also in Ketchikan.

More than anything, though, holidays to Alaska are all about the outdoors. Hiking trails are abundant, though Nugget Falls Trail is an easy and popular route near Juneau that stops at a huge waterfall. There are also thousands of stunning glaciers to visit, with Mendenhall Glacier both one of the most accessible and most beautiful.

It's also very likely that your trip will involve at least a handful of exciting wildlife encounters. Sitka, Icy Strait Point, Ketchikan, Endicott Arm and Juneau all offer whale watching tours and chances to see all kinds of bears. It's also entirely possible that you'll spot sea lions, caribou, salmon, otters, and bald eagles during your holiday.

What other countries are included in a cruise that goes to Alaska?

Guests on one of our cruises to Alaska will also get to enjoy the wonders of Canada, as our itineraries end in Victoria, the gorgeous and culture-crammed capital of British Columbia. The rest of the time is spent in the US, with all ships leaving from vibrant Seattle, Washington, before sailing Alaska's Inside Passage.

How long are Alaska cruises?

Most of our Alaska cruise itineraries last for seven nights. This is a fantastic amount of time to spend enjoying this genuinely magnificent region, as you'll be able to sail the Inside Passage route and visit some of the state's most popular destinations - all at a relaxing pace.

Where do Alaska cruises leave from?

Seattle is the only embarkation port for our Alaska cruises. As Washington State's largest city, it's got plenty to explore before you leave on your voyage. Take a ride to the top of the Space Needle - the iconic observation tower that dominates the city's skyline - or hop aboard the Seattle Center Monorail.

Downtown, spend some time browsing the stalls at the centuries-old Pike Place Market, get cultural at the Seattle Art Museum or cheer on the Seattle Mariners at baseball field T-Mobile Park. Seattle is also the home of Starbucks, and coffee-lovers should absolutely seek out the Starbucks Reserve Roastery for an awakening experience. Little wonder that we decided to start our Alaska cruises from Seattle.

What to pack for a cruise to Alaska?

Packing for holidays in Alaska can be a breeze - sometimes quite literally. Even though temperatures in spring and summer are thoroughly pleasant, there can also be some wind and rainfall, so you'll need to pack light layers, long-sleeve jumpers and a jacket or two - ideally including a waterproof jacket, just in case.

But don't let the mention of waterproofs allow you to forget to bring a sunhat and high-SPF sun cream, too. Good walking shoes or hiking shoes are essential, so that you can get out into the wilderness in comfort. It's also recommended to pack some more formal clothes and shoes for evenings, particularly Gala Night, where passengers love looking their best.

However, your most important item to pack for cruises in Alaska will always be a camera, allowing you to capture the breathtaking scenery and the once-in-a-lifetime wildlife encounters that surround you.

How much is a cruise to Alaska?

No matter what your budget might be, MSC Cruises has an option for you, as you'll see when you take a look at our Alaska cruise deals. Bring that dream trip a little closer and start planning right now - find the best Alaska cruise deals here our website.

Which ports do MSC Cruises visit in Alaska?

Our Alaska cruises from Seattle call at five different but equally enticing ports in Alaska. Ketchikan is known for its rich Alaska Native culture, including more than 80 totem poles, while Icy Strait Point in Hoonah is great for spotting wildlife and zooming down huge zip-lines. Gaze out at awe-inspiring glaciers and icebergs in Endicott Arm fjord, go hiking or discover local heritage in Sitka, or try whale watching in Alaska's capital, Juneau. All five places are enlightening, must-visit destinations on a holiday to Alaska.

What is the weather like in Alaska?

It's always important to consider the weather when booking an Alaska cruise. The sunniest and warmest time is from June to August. It's never overly hot, though, with highs between 15°C and 19°C. May temperatures are also pleasant - plus, this is often the month with the least rainfall. September is fairly dry as well, but also starts getting a little cooler, with an average high of 13°C.

Outside of these times brings shorter days and extreme cold in some months, demonstrating that the best time for your Alaska cruise is from May to September.

When is the best time to cruise Alaska?

Our Alaska cruises set sail between May and September, which are the best months to visit this northernmost US state. June, July and August will appeal to many thanks to their warmer temperatures. However, May and September are also fantastic months for Alaska holidays, as these times can result in quieter visits.

May is one of the driest months, so there's less chance of rain, and - happily - the chance of seeing wildlife is also increased. It's considered the best time to spot walrus, seals, whales, migratory songbirds and much more. September is mating season for many animals such as caribou, moose and muskoxen, while longer nights can increase the chances (without a guarantee, it should be said) of catching a rare glimpse of the glorious Northern Lights.

Amusement Area and Fun Pass

Enjoy endless fun in the Amusement Area, where exciting games and immersive experiences await guests of all ages. With the Fun Pass, you can make the most of the attractions on board and add even more excitement to every moment of your cruise.
Click here to Learn More.

About the Amusement Area

What is the Amusement Area?

The Amusement Area is a dedicated onboard entertainment space offering arcade video games and interactive attractions on payment such as Formula Racer, immersive cinema experiences, virtual reality games, bowling, and selected prize machines. Availability, features, and formats may vary by ship and itinerary.

Where is the Amusement Area located on board?

The location and layout of the Amusement Area vary by ship. Exact locations and available attractions are clearly indicated on board and in the MSC for Me app.

Is the Amusement Area free of charge?

Amusement attractions and arcade games are available at an additional charge. Prices, availability, and operating conditions are displayed on board at each attraction and at the Amusement Desk and are subject to change without prior notice.

The Fun Pass

What is the Fun Pass?

The Fun Pass is an onboard and prepaid credit package that may be used to access all the Amusement attractions and arcade games on board, subject to availability and operational conditions. Each game or attraction consumes a specific number of credits.

Is the Fun Pass unlimited?

No. The Fun Pass includes a fixed amount of credits. Once the available credits are used, guests may purchase an additional Fun Pass or continue playing with individual charges.

What is included and not included in the Fun Pass?

The Fun Pass may be used on all arcade games and interactive attractions within the Amusement Area, subject to availability, technical conditions, and any applicable restrictions, which may vary by ship. However, some prize or merchandiser machines are not included and require individual payment; these machines are clearly identified on board. The Fun Pass is valid exclusively for onboard Amusement Area attractions and cannot be used for shore-side activities or services, including those at Ocean Cay MSC Marine Reserve.

What is not included in the Fun Pass?

The Fun Pass can be used for all Amusement Area attractions and video games available on board. It cannot be used for any activities, attractions, or services ashore, including those available at Ocean Cay MSC Marine Reserve.

Purchasing and Activating the Fun Pass

How can I buy a Fun Pass and do I need to activate it?

The Fun Pass can be purchased:
- Online before your cruise (prepaid option)
- On board at the Amusement Desk.
If purchased online, no activation is required, as prepaid Fun Passes are automatically activated once you are on board and linked to your cruise card, subject to system availability.

Using the Fun Pass and Credits

How do I use my Fun Pass?

To access a game or attraction, scan your cruise card at the relevant reader, subject to availability and operational conditions. The corresponding number of credits will be deducted automatically.

How can I check my remaining Fun Pass credits?

You can check your remaining Fun Pass credit balance in the MSC for Me app under MSC Concierge > Balance, subject to system availability.

Your balance may also be displayed on the card reader after each transaction when you scan your cruise card at a game or attraction. Alternatively, visit the Amusement Desk during opening hours.

On ships with a ticketless system, you can also check your prize ticket balance at the Prize Store or merchandiser ticket station. Tickets are automatically deducted when you select and redeem a prize.

What happens when my Fun Pass credits run out?

Once your credit balance reaches zero, you may: - Purchase a new Fun Pass, or - Continue playing with individual charges applied to your onboard account.

Can I pay per game without a Fun Pass?

Yes. Guests may choose to pay individually for each game or attraction without purchasing a Fun Pass.

Families, Children, and Sharing

Attractions, Access, and Safety

Do I need to make a reservation for Amusement attractions?

Most attractions do not require a reservation and operate on a first‑come, first‑served basis during opening hours. Bowling reservations, where applicable, are handled at the Amusement Desk. Cliffhanger reservations can be done also through the MSC for Me app.

How long do the attractions last?

Most interactive attractions have an average duration of approximately five minutes.

Are there age, height or safety restrictions

Yes. Safety requirements such as age, height or weight restrictions vary by attraction and are clearly displayed at each ride or experience.

Can children use attractions on their own?

Children may use attractions independently where permitted; however, adult supervision is strongly recommended. Parents and guardians remain responsible for usage and onboard charges. Spending limits are advised to help manage onboard charges.

Bowling

How does bowling work on board?

Bowling is charged per session rather than per person. Reservations are made directly at the Amusement Desk and are subject to availability. Pricing details, session length, and any shoe rental requirements are displayed on board.

Tickets and Prizes

Can I win prizes in the Amusement Area?

Yes, selected arcade games award tickets or prizes.

How do tickets prizes work?

Prize tickets earned from participating games can be collected throughout your cruise and redeemed for prizes at the Prize Store or Prize Hub before disembarkation. The number of tickets required for each prize is clearly displayed.

Refunds and Assistance

Can I receive a refund for unused Fun Pass credits?

Refunds for Fun Pass purchases are subject to MSC Cruises’ onboard terms and conditions. Where applicable, unused paid credits may be reviewed for refund on board, excluding any promotional or bonus credits. Refund eligibility may vary depending on purchase channel and usage status.

What should I do if a game does not work, but credits were deducted?

Please visit the Amusement Desk with the approximate time and location of the game. Our team will be happy to assist.

Voyagers Club Benefits

Do Voyagers Club members receive Amusement benefits, and can these benefits be used for other attractions?

Eligible Voyagers Club members may receive benefits on selected attractions, depending on their membership tier. These benefits are system-assigned and valid only for the designated attractions and cannot be exchanged for others.

When can I request a name change?

Name changes are permitted for a fee of €50 per name up to 7 calendar days before departure.

Are name changes possible within 7 days of departure?

No, name changes requested within 7 calendar days are considered a cancellation.

Can I change the name for all guests on the booking?

Yes, name changes are allowed for all guests in the same booking/cabin.

Is it possible to make a free name change?

Minor corrections of up to 2 characters will be processed free of charge, provided the date of birth remains unchanged.

When am I entitled to a free Cruise Move?

One free Cruise Move applies to bookings on Fantastica, Aurea, and Yacht Club experiences within 90 calendar days of the original sail date.

Am I eligible for a free Cruise Move if I booked Bella Experience?

No, Cruise Moves for Bella Experience are chargeable at €50 per person from the first move onwards.

When would I be charged for a Cruise Move if I booked Fantastica, Aurea, or Yacht Club Experience?

From the second Cruise Move onwards, a fee of €50 per person applies.

Can I request a Cruise Move for a World Cruise?

Cruise Moves are permitted only from one World Cruise to another. This will result in the loss of the non-refundable deposit equal to 15% of the package price.

What is the deadline for processing a Cruise Move?

Cruise Moves must be requested no later than 30 calendar days before the original departure date.

What if the price of the new cruise is different?

If the price of the new holiday package is higher than the original, the difference in price and insurance premium will be borne by the passenger.
If the price is lower, no reimbursement will be due.

Can I cancel my cruise after a Cruise Move?

Yes, cancellations are permitted, but fees will apply based on the original holiday package departure date.

Can I request a Cruise Move for a new cruise more than 90 days from the original departure date?

Yes, but the Cruise Move will be chargeable at €50 per person.

How many Cruise Moves can be performed?

Unlimited Cruise Moves are allowed to be performed.

Are there any area restrictions for Cruise Moves?

No restrictions apply, except for World Cruise

MINORS POLICY

INFANTS UNDER ONE YEAR OLD

CHILDREN UNDER 18 - 21 YEARS OLD

FAQ - CHILDREN & TEENS

Greece

Cruise passenger fee for guests visiting Greek ports

Effective July 21, 2025, the Greek Government has introduced a cruise passenger fee for all guests visiting Greek ports as part of their Sustainable Tourism Program. This mandatory fee applies to all guests, regardless of age, who transit through a Greek port – including ports of call as well as the port of disembarkation.

Please note that this mandatory fee applies to all guests, regardless of age, who transit through a Greek port – including ports of call as well as the port of disembarkation.

Below is a summary of the fees, by Season, per person and per port:

Travel Period	Mykonos & Santorini	All Other Greek Ports
1 Jan – 31 Mar	€4 p.p.	€1 p.p.
1 Apr – 31 May	€12 p.p.	€3 p.p.
1 Jun – 30 Sept	€20 p.p.	€5 p.p.
1 Oct – 31 Oct	€12 p.p.	€3 p.p.
1 Nov – 31 Dec	€4 p.p.	€1 p.p.

Please note that this fee is mandated by the Greek Government and applies to all cruise lines operating in Greece. MSC Cruises has no influence on the implementation or amount of these charges.

Booking & Charges Related to the New Fee

I no longer want to travel on the cruise I have booked because of these fees; will I be able to change my booking free of charge?

Any changes you make to your booking will be subject to our terms and conditions.

Is this fee refundable if a Greek port of call is skipped or canceled?

The fee is only applicable if you disembark the ship. If you do not leave the ship, you will not be charged.

Payment Logistics & Billing

Can I pay the fee in advance before I travel or when I first get on the ship?

The fee will be added to your onboard account, only when you go ashore, so this is not possible.

Do I need to pay the fee if I have booked an excursion?

The fee will not be included in the cost of your excursion and will be charged separately to your on-board account.

Will this fee be itemized on our final onboard bill?

Yes, details of fees incurred, where and when will be provided on your final onboard bill.

Fee Collection & Use

Does MSC Cruises keep any of the money? Will the Greek government pay MSC Cruises for collecting the fee for them?

The fees will be collected and will be transferred to the Government as per normal procedures. MSC Cruises does not receive any financial benefits, and the cost of collection is the responsibility of the cruise line.

Will the money be used to directly improve the cruise port infrastructure?

These new fees are part of the Greek Government’s Sustainable Tourism program and align with similar fees that apply to hotels and accommodation. The fees are designed to support local infrastructure, promote sustainable tourism development, and enhance the overall visitor experience in Greece. 3. Fee Collection & Use

Hypothetical Scenarios (Emergencies, Missed Boarding, etc.)

What if I am taken to hospital from the cruise ship, do I need to pay for every day I am in hospital?

This will be dealt with on a case-by-case basis.

What if I go ashore and don’t make it back to the ship in time, will I be charged for every night that I am stuck in a Greek port?

No, it is a port fee and is not charged daily.

If I have to fly home in an emergency from a Greek port, do I have to pay the fee to go ashore?

Yes, if you disembark the ship the fee will apply.

What if the ship arrives late, is the fee the same? Will MSC Cruises offer to pay some of the fee?

The fee is a port fee and is not time dependent, so the full fee will be charged, no matter how long the stay.

What if the ship breaks down while in Greek port overnight? Do we have to pay to go ashore again the next day?

No, it is a port fee and is not charged daily.

Fee Enforcement & Documentation

Will officials on the island ask for evidence that I have paid? Do I have to carry a ticket or receipt to show them?

Your cruise card will be evidence that you have paid the fee.

How will MSC Cruises determine whether we went ashore?

When you disembark the ship and your cruise card is scanned by our team, that will act as the record that you have left the ship, and the fee is due. This will be recorded against your on-board account and the relevant amount will be added.

Fee Calculation & Exemptions

Do I need to pay the fee when I disembark to go the airport/travel home?

Yes, fees will apply to all guests, including those disembarking at a Greek port to travel to the airport, as well as guests returning home.

Do I need to pay the fee even if I don’t go ashore?

No, the fee is only incurred when you physically leave the ship.

Do I need to pay the fee if I just go to the dock and don’t leave the port?

Yes, the fee is applied as soon as you leave the ship.

Is the fee charged per visit to a port or just once per port regardless of multiple visits?

The fee is only applied once, so you can make multiple visits to the same port on the same day without incurring extra fees.

I have an overnight stay in the port on board the ship, if I visit the port on both days, do I need to pay the fee twice?

The fee is charged per port, so it is applied only once, even if the ship stays overnight.

Does the time I go ashore matter, if I go ashore later in the day is the fee reduced?

The fee is a port fee and is not time dependent, so the full fee will be charged, no matter how long the stay.

Do I have to pay the tourist fee if I go onto stay in a hotel if I’ve already paid the cruise tax fee?

The fee applies when you first leave the leave the ship, your activity during the stay does not change the fee.

Is there any age exemption (e.g. under 2 or under 12)?

No, the same fee applies to all guests irrespective of age.

Are there exemptions or discounts for disabled guests?

No, the same fee applies to all guests.

Iceland

Iceland infrastructural fee

We inform you that Icelandic authorities apply an infrastructure fee to all cruise guests visiting Icelandic ports.

For 2026, the fee is ISK 1,600 (approx. €11) per person per 24-hour period in Icelandic ports, reduced from ISK 2,500 in 2025.

As this itinerary includes three nights in Icelandic waters, the total fee will be ISK 4,800 (approx. €33) per person.

Please note: MSC Cruises will include the Icelandic Infrastructural fee in the total cruise fare where applicable for all Guests. This fee applies to all guests whether they disembark or remain onboard while the ship is docked.

Japan

Japan Exit Fee

Please note that, effective July 1 , 2026, the International Tourist Tax introduced by the Japanese government since January 2019 will be increased to JPY 3,000 per person. It is applicable to all guests with a cruise booked from July 1 each time they leave Japan by sea or air and travel to another country, including both foreign visitors and Japanese nationals. The amount of JPY 3,000 will be collected on board our ships calling at Japanese ports and converted into US dollars using the exchange rate applicable on the departure date. The amount of the tax will be charged on the guest’s cruise card. Exemptions apply to: infants under the age of two.

La Romana

Dominican Republic entry/exit fee

With reference to cruises that have the Dominican Republic among its destinations please be aware that the Dominican Republic authorities charge entry and exit fees to international visitors in the country. These mandatory fees are structured as follows:

Exit Fee: A charge of USD 20.00 per guest applies to all embarking guests without exception.
Entry Fee (Tarjeta de Turista): A charge of USD 10.00 per guest is required for all disembarking guests – Dominican citizens, legal residents, guests holding a valid Dominican visa and Brazilian nationals are exempted from paying the entry fee.

To ensure a smooth and efficient transit experience through the cruise terminal, MSC Cruises is paying fees directly to the local authorities on behalf of the guests. The amount will be debited to the guest onboard account. 
These fees are set by the authorities of the Dominican Republic and apply to all cruise lines and travelers, regardless of age. MSC Cruises does not determine or control these charges.

MSC Fly & Cruise guests flying into La Romana (LRM) are considered in transit and exempt from Dominican Republic entry and exit fees only if the inbound flight arrives on the same day as cruise embarkation and the outbound flight departs on the same day as cruise disembarkation.

In all other Fly & Cruise cases (different airports or different travel dates), the mandatory fees apply and will be charged to the onboard account.

Venice (Italy)

How does the Venice Entry Fee work?

Starting from April 3 till July 26, 2026., daily visitors entering Venice between 8:30 and 16:00 are required to pay an access fee before arriving. This fee amounts to €5 if paid at least four days prior to your arrival in Venice, or €10 if paid three days or less before your visit. You can find more information about the Venice Access Fee and make the payment on the following link: https://cda.veneziaunica.it/en/access-fee.

After completing your payment, you will receive a QR code. Please be prepared to present it if requested by local law enforcement while you are in the Ancient City.

Please note that:

Guests booked on MSC shore excursions in Venice do not need to pay this fee directly, as it is included in the price of the tour.

Guests traveling to and from the Stazione Marittima Cruise Terminal to complete embarkation and disembarkation procedures are not required to pay, provided they do not enter the Ancient City.

Complete details, including a list of exemptions and payment, can be found here: https://cda.veneziaunica.it/en/exemptions.

All Guest, including those exempt from payment, must present a QR code to local authorities:
- Guests who pay the fee will receive the QR code automatically.
- Exempted guests must apply online to obtain their QR code, please check this link for more detailed information.

While there are no physical barriers to enter Venice, law enforcement may approach you and ask you to show your QR code or any other proof of exemption at any time during your stay. Failure to provide this could result in a fine.

Please note that MSC Cruises cannot be held liable for non-compliance with the above.

We strongly advise all guests planning to visit the Ancient City to obtain their QR code before entering.

How do I pay the Venice Entry Fee?

The new payment system requires visitors to obtain a QR code showing proof of payment of the access fee or their exemption (check https://cda.ve.it/en/faq#persons-exempt for info). To obtain your QR code ahead of your arrival, please visit this link https://cda.veneziaunica.it/en/access-fee and follow the instructions.

While there are no physical barriers to enter Venice, law enforcement may approach you and ask you to show your QR code or any other proof of exemption at any time during your stay. Failure to provide this could result in a fine.

Please note that MSC Cruises cannot be held liable for non-compliance with the above.

We strongly advise all guests planning to visit the Ancient City to obtain their QR code before entering.

MSC Excursions

Guests booked on MSC shore excursions in Venice do not need to pay this fee directly, as it is included in the price of the tour.

MSC Stay & Cruise Venice

If you have booked a hotel stay in Venice through the MSC Stay & Cruise programme, you are exempt from paying the Venice Access Fee. However, you still need to register for the exemption and obtain your QR code.

For further details, please visit our dedicated page here

Cruise Transfer

Start your cruise journey stress-free with MSC Cruises’ seamless transfer service. From flexible arrangements to timely arrivals, every detail is designed to make your trip smooth and worry-free. Click here to book your Cruise Transfer and start your adventure the best way possible.

Where are MSC Transfers available?

MSC Transfers are available at all major MSC Cruises embarkation ports. Book your transfer here and enjoy a smooth, hassle-free journey to your ship.

Do special booking conditions apply?

You can book transfers anytime and make changes up to 48 hours before departure. A cancellation fee applies after that. We recommend booking at least 48 hours in advance.

Are transfers included in the cruise fare? And how can I book a transfer or a private transfer with MSC Cruises?

Transfers are included depending on the package you purchase. If you buy an MSC Flight or Train package, the transfer will be included in your cruise fare.

You can buy your private transfers here. If your desired private transfer option is not available, you can request it through the Contact Centre or your Travel Agency.

You will also be able to purchase the transfer at our meeting point at the airport (subject to availability), and the charge will be added to your onboard account.

Are transfer available for guests with disabilities?

Yes, transfers for guests with disabilities are available upon request.

Where can I find information about my transfer? And who can I contact if there's an issue?

Check the meeting point details on the transfer voucher included in your e-ticket and remember to bring your travel documents, including a valid personal ID and the transfer voucher, with you. Information about your disembarkation transfer will be provided onboard. In case of any issue, please contact the number on your voucher or the emergency number provided.

What happens if my flight is delayed?

If you booked your flight through MSC, we will be informed of any delays, and your transfer will wait for you. However, if you booked your flight independently, your transfer will only wait for a maximum of 30 minutes before departing.

What is the latest time I can schedule a transfer from the port after/before the cruise?

You should be at the port at the assigned check-in slot indicated on your ticket, and no later than 3 hours before the ship's departure. Check-in and boarding close 2 hours before the ship's departure. For disembarkation, your transfer will be organized upon disembarkation. Note that disembarkation can take up to 3 hours after ship's arrival.

Can I change my disembarkation transfer with an excursion ending at the airport?

Of course, if available and according to your flight departure.

For more information, please refer to the page here

Internet Packages

Stay connected while you sail and share every unforgettable moment with family and friends back home. Choose from our Internet Packages designed to suit your needs, whether you want to browse, chat or stream.
Click here to Learn More.

GENERAL INFORMATION & CONNECTION GUIDE

Before you start

For best performance, please ensure:

Airplane Mode ON
Wi-Fi ON
VPN OFF
Private Relay / Private DNS OFF
Random MAC / Private Address OFF
Cloud backups paused (iCloud / Google Photos)

Quick Start — Connect in 6 steps

1. Turn Airplane Mode ON

2. Turn Wi-Fi ON

3. Select MSC SHIPNAME HOTSPOT

4. Open the MSC for Me app or go to www.mscwifi.com

5. Log in using your Cabin Number + Birth Month/Year.

6. Tap START to activate your connection.

What types of Internet Packages are available?

Two unlimited-data options are offered on board and for pre-purchase, valid for the full duration of your cruise: Browse and Browse & Stream.

• “Browse” is suitable for messaging, email, and general web browsing. It supports access to websites and most social media applications, including Facebook, Instagram, and WhatsApp. Guests can view photos and videos directly within social media platforms and make calls via supported apps. However, this package does not allow access to dedicated streaming platforms such as YouTube or Netflix.

• “Browse & Stream” enables full Internet access, at higher speeds, including video streaming platforms.

Important to know

The service operates via satellite. Connection speed and stability may vary compared with land-based Internet (home broadband, 4G, 5G) and can be affected by weather conditions or the ship’s position and ashore interferences.
Device switching is NOT possible on any plan. Once activated, a device is locked to the package for the entire cruise

WHAT CAN I DO WITH EACH PACKAGE?

What is included in the “Browse” Internet plan?

The “Browse” plan is designed for light, essential Internet use, including:

Browsing websites.
Checking email, provided messages do not include large attachments.
Using messaging apps (e.g., WhatsApp, Messenger, Telegram).
Calls over the Internet (VoIP, WhatsApp, Messenger, Wi-Fi Calling, FaceTime, Skype, Zoom, Teams, etc.)*
Uploading multimedia files to social media

*Please note: while video calls may function on the Browse plan, performance and quality are not guaranteed. For a more stable experience, especially for work or long calls, Browse & Stream is recommended.

What is not included in the “Browse” Internet plan?

The following activities are not supported on the Browse plan:

• Video streaming (YouTube, Netflix, TikTok, Instagram Reels, etc.)

• Music/audio streaming on any platform

MSC Internet Packages – Feature Comparison Table

Feature / Activity	Browse	Browse & Stream
Web browsing	YES	YES
Email	YES	YES
Social media (viewing, scrolling, media uploads)	YES	YES
WhatsApp / Messenger / Telegram - text and calls	YES*	YES*
FaceTime / Zoom / Teams / Skype - text and calls	YES*	YES*
Multiple device use (simultaneous)	YES* (if multi-device plan purchased)	YES* (if multi-device plan purchased)
VPN / corporate remote connection	Not guaranteed**	Not guaranteed**
Cloud sync (iCloud / Google Photos / OneDrive backup)	YES***	YES***
YouTube / Netflix	NO	YES
Music streaming (Spotify, Apple Music, etc.)	NO	YES

*Feature availability may vary depending on network conditions and usage patterns.

**Due to the technical complexity of VPN and corporate remote-access systems, correct functioning cannot be guaranteed on board.

***Recommended to pause large uploads as it may slow down the internet experience.

Some apps don’t work – why?

Certain apps and services may not function properly on board due to bandwidth limitations, firewall protections, or regional licensing restrictions. Satellite networks also behave

differently from land-based connections, which can affect how some platforms operate. Corporate devices with strict security settings may experience additional issues.

Typical examples include:

VPNs (NordVPN, ExpressVPN, corporate VPN) — often unable to connect.
Cloud backup services (iCloud, Google Photos, OneDrive) — may stall or fail to sync.
Streaming apps — some platforms block satellite IP ranges (e.g., Disney+, Hulu).
P2P/file-sharing services — restricted for network stability and security.

Where can I access the Wi-Fi network?

Wi-Fi covers all public areas and most cabins, including MSC Yacht Club Suites. Performance may vary with ship position or weather.

Where do I get the best Wi-Fi signal?

The strongest coverage is typically in central interior public areas. Signal strength may be reduced on balconies, open decks, and locations surrounded by metal structures, including cabin balconies.

Does my Internet work on Ocean Cay?

Yes. Your Internet connection extends from the ship to Ocean Cay, and your active package remains fully valid while on the island. Performance may vary depending on the ship’s alignment and weather conditions.

Can I work remotely on board?

Yes. Email, messaging, document access, and video calls are supported. For the best experience on board, we recommend pausing cloud backups, disabling VPNs, and avoiding peak usage hours.

Is Internet suitable for business use?

The service is suitable for most professional needs, but VPN and corporate systems cannot be guaranteed.

HOW DO I BUY, ACTIVATE, OR UPGRADE MY INTERNET PACKAGE?

Can I buy a 24-hour pass?

Yes. 24-hour passes are available only on board and for one device. They activate on first login and expire automatically after 24 hours.

How can I upgrade my Internet package?

You can upgrade anytime through the MSC for Me app or at www.mscwifi.com. You can move from Browse to Browse & Stream and/or add more devices (up to four). You only pay the difference between packages. Downgrades are not possible. Alternatively, visit The HUB – Photo & Digital or the Internet Info Point for assistance during opening hours. Outside those hours, please contact the Guest Services Desk. Please note that short waiting times may apply during peak hours.

Is there any advantage to purchasing prepaid packages?

Yes. Guests who purchase their Internet package in advance enjoy an exclusive discount compared to the onboard price. All savings are clearly displayed at the time of booking, so you always know exactly what you’re paying and what you’re saving.

DEVICES & FAIR USE POLICY

Is there a data limit?

All Internet Packages include unlimited data, managed under MSC Cruises’ Fair Use Policy (see Chapter 7 of the Internet Terms & Conditions) to ensure a stable and enjoyable experience for all guests on board.

In rare cases of unusually heavy or continuous usage, such as large file downloads, automatic cloud backups, or system and application updates, connection speed may be temporarily reduced to protect overall network performance. Internet access is not normally suspended due to data volume alone. Once usage returns to normal levels, full speed is automatically restored.

How many devices can I connect?

You can select plans for 1, 2, 3, or 4 devices. Each package is linked to the devices activated during registration. Single-device plans are for one device only. Multi-device plans let you stay connected on up to four devices at the same time.

Can I switch my Internet package to another device?

No. Once activated, a device is permanently linked to your Internet package for the entire cruise. Even with multi-device plans, only the selected devices can use the service, and these cannot be changed or swapped at any point during the cruise.

Can I use my package for multiple family members?

Yes. Multi-device plans allow simultaneous use by different guests in the same cabin. However, it is not possible to switch devices; once a device is activated, it remains locked to that package.

MSC VOYAGERS CLUB – INTERNET BENEFITS & DISCOUNTS

As an MSC Voyagers Club Member, do I receive Internet benefits or discounts on board?

Yes. MSC Voyagers Club Members enjoy exclusive Internet benefits on board, according to their membership tier:

Blue Diamond Members receive one complimentary Browse internet package per cruise, valid for one device.
All MSC Voyagers Club tiers (Classic, Silver, Gold, Diamond, and Blue Diamond) benefit from a 5% discount on internet packages purchased pre-cruise or on board.

Complimentary packages and discounts apply once per cruise, are non-transferable, cannot be exchanged for cash or other services, and cannot be carried over or refunded if unused. All benefits are subject to availability and applicable terms and conditions.

Will my Internet automatically stop at the end of the cruise?

Yes, your package will end automatically once the cruise concludes.

REFUNDS AND LIMITATIONS

Can I get a refund for my Internet Package?

Internet Packages are non-refundable once activated, even if service quality varies due to satellite conditions. If you experience any issues, report them immediately to The HUB, Internet Info Point, or Guest Services so the team can assist.

MOBILE NETWORK (GSM) & ROAMING AT SEA

Can I use my personal mobile data while cruising?

Yes, you may use your personal SIM or eSIM while at sea, subject to availability and activation by your mobile operator. Once the ship sails beyond 12 nautical miles from the coast, land-based mobile coverage disappears and the onboard WMS (Wireless Maritime Service) system becomes active. This system provides the maritime GSM network that enables mobile calls, texts, and data connectivity.

Please note that access to WMS and all related roaming charges are determined entirely by your mobile operator and are not included in your cruise fare. MSC Cruises does not set, manage, or influence these charges. Maritime roaming fees can be significantly higher than standard land-based or international roaming rates and may vary widely between providers.

⚠️ Roaming warning: To avoid unexpected charges, MSC Cruises strongly recommends keeping your device in Airplane Mode and connecting only via the ship’s onboard Wi-Fi network. This ensures a predictable and controlled connection experience. All onboard digital services, including the MSC for Me app, require connection to the onboard Wi-Fi to function correctly.

For questions regarding billing, coverage, or roaming availability, please contact your mobile service provider directly. On board, our Digital Experts at The HUB / Internet Info Point can assist you in verifying whether your device is connected to the ship’s Wi-Fi or the WMS network to help prevent accidental roaming. This service is available during opening hours. Outside these hours, please contact the Guest Services Desk.

Can I use my mobile network on board?

Yes, when the ship is at sea, the onboard GSM antenna connects to maritime roaming networks, allowing you to use your mobile phone for calls, SMS, or data if your provider supports roaming at sea. However, please note that prices for this service are set by your

personal mobile provider, not MSC Cruises, and can be significantly higher than standard land-based roaming rates.

How much does mobile data cost at sea?

Mobile data at sea is billed directly by your GSM provider, not by MSC Cruises. Rates vary widely by operator and can be extremely expensive. For accurate pricing, check your provider’s international roaming rates before using mobile data on board.

⚠️ Roaming warning: Roaming at sea can result in significant charges, depending on your mobile provider. To avoid unexpected costs, always keep your device in Airplane Mode with Wi-Fi turned ON while sailing.

Can I use my regular roaming plan while sailing?

Some providers include maritime roaming in their global plans, but most do not. Please verify with your operator directly to avoid unexpected charges. Usage at sea is billed via satellite and may not appear immediately on your account.

How can I avoid unexpected mobile data costs?

Always enable Airplane Mode and use only Wi-Fi for connectivity. Even if mobile data appears available, it can generate substantial roaming fees that are solely between you and your GSM provider. For safety and convenience, connect to Wi-Fi via the MSC for Me app or by accessing www.mscwifi.com.

Can I still receive calls or messages while in Airplane Mode?

When Airplane Mode is on, you’ll only receive calls or messages through internet-based apps (like WhatsApp or Messenger) if you are connected to the ship’s Wi-Fi. Traditional mobile calls and SMS will be paused until Airplane Mode is disabled.

CONNECTION & TROUBLESHOOTING

Where can I buy an Internet Package onboard?

At any time via the MSC for Me App, or by accessing www.mscwifi.com.

If the issue persists, our Digital Experts at The HUB / Photo Gallery or at the Internet Info Point will be happy to assist you with activation, troubleshooting, or upgrades during opening hours. Outside those hours, please contact the Guest Services Desk. Please note that during peak times, a short waiting period may apply

How do I connect to the Internet on board?

Set your device to Airplane Mode and enable Wi-Fi.
Disable iCloud Private Relay (Apple) or Private DNS / Randomize MAC Address (Android). (Use search in Settings)
Connect to the ship’s Wi-Fi network (e.g., MSC SHIPNAME HOTSPOT).
Scan the QR code to download the MSC for Me app, or open www.mscwifi.com if the portal doesn’t open automatically.
Log in using your cabin number and month/year of birth.
Choose and purchase your preferred Internet package and the number of devices you need, then tap START, and you are connected.

Tip: You can pause or restart your session anytime from the same page.

How do I connect my phone, tablet, or laptop?

Once a package is purchased, the activation steps are identical for all devices. Open the MSC for Me app or the www.mscwifi.com portal. Select “pair a device” and follow the instructions. If the portal doesn’t open automatically, type www.mscwifi.com manually into your browser. Always keep devices in Airplane Mode with the Wi-Fi turned on to avoid roaming fees.

Who can help me if I have internet problems?

Start by describing your issue to the AI-powered Virtual Concierge, which can resolve most Internet problems or guide you step by step. Most common issues are fixed in under one minute using www.mscwifi.com > STOP > START.

If the issue persists:

Restart your device and reconnect to Wi-Fi, and try STOP > START again
Request support through the Virtual Concierge, which, in most cases, will have the best answer.
Visit The HUB / Photo Shop / Internet Info Point for in-person support during opening hours, which are available in the MSC for Me app. (Short waits may occur during peak times).
Outside those hours, contact the Guest Services Desk.

What services are free without an Internet Package?

The MSC for Me App (ship map, agenda, chat – available only through onboard Wi-Fi).
Digital menus and restaurant QR codes.
MyMSCPhotos.com for viewing onboard pictures.

TIPS & BEST PRACTICES

Tips for a smoother connection

Always use Airplane Mode + Wi-Fi ON
Disable Private Address / Private DNS (iOS/Android)
Disable Wi-Fi Calling
Disable any VPN
Turn off automatic updates on iOS/Android
Reconnect after returning from shore

My device says, “All devices linked.” What does that mean?

It means that you’ve reached your purchased device limit. Upgrade your plan via the MSC for Me app or www.mscwifi.com (maximum 4 devices per package).

How can I improve my Internet speed?

Avoid connecting during peak hours (after dinner / after excursions).
Keep only essential devices online.
Pause iCloud/Google Photos.
Close background apps such as automatic updates or cloud sync.

Why did my Internet stop working after going ashore?

Your session likely remained open. Reconnect by visiting www.mscwifi.com, pressing STOP, then START again.

Can I access the internet on my cabin TV?

No. Cabin TVs offer channels, movies, and your MSC for Me account, but have no Internet access.

Why is the Internet slower than on land?

Ship connectivity relies on satellites rather than land-based cables. This means speed and stability can fluctuate based on weather conditions, satellite alignment, and the number of guests online at the same time. Peak hours, typically after dinner or after excursions, can experience reduced speeds, which is normal for satellite systems. Although the network is continuously optimised, temporary slowdowns may still occur, especially in remote ocean areas or during adverse weather.

Can I always rely on uninterrupted service?

While our system is optimized for stability, the satellite connection may experience brief interruptions when the ship changes course, passes near ports, or during adverse weather conditions. Performance can also vary depending on guest usage during peak times.

Why is the Internet more expensive at sea?

Satellite operations require advanced equipment and 24/7 monitoring. Booking in advance online always offers lower rates.

Is there a Cyber Café on board?

No. Internet access is available exclusively via Wi-Fi on personal devices.

Where can I find help using the MSC for Me App?

You can describe your issue to the AI-powered Virtual Concierge, which can instantly assist or guide you step by step. The app functions only via the onboard Wi-Fi network, allowing you to book shows, restaurants, and excursions or chat on board. Further help is available at The HUB / Photo Gallery or at the Internet Info Point during opening hours. Outside those hours, please contact the Guest Services Desk. Short waiting times may apply during peak hours.

Laundry packages

Everyone loves the feel of freshly-laundered clothes and the convenience of a same-day laundry service. That's why we offer several Laundry Service Packages to choose from.
Click here to Learn More.

Way to Go: luggage Delivery Service home-cabin-home

Have you thought of arriving at the port hands-free? And is there any better way of extending your relaxation by travelling back home hands-free? MSC gives you the chance to book your luggage delivery service from your home to your cabin and viceversa thanks to the MSC guest dedicated partnership with Way to Go.

To secure the best rates, visit the dedicated website or contact Way to Go's contact centre at +39 423 603 899.

The service is available at the following ports (embarkation/disembarkation): Venice, Trieste.

Luggage limit per person

Each guest is limited to checking in:

two suitcases per person* (not exceeding 90x75x43 cm (35x30x17 in) in size and 23 kg (51 lbs) in weight per bag)
two pieces of hand luggage per person* (not exceeding 56x45x25 cm (22x18x10 in) in size and 23 kg (51 lbs) in weight per bag).

If you are traveling to your departure port by air, please check the luggage size and weight limitations with your airline as this may differ from the MSC Cruises policy.
On embarkation day luggage will be delivered directly to the stateroom. The expected delivery timeframe is from late afternoon through early evening. We recommend keeping any items needed for embarkation day and evening in your carry-on bag including clothes for the evening, medications, travel documents and personal identification.

The maximum amount of luggage in each stateroom must not exceed 100 kg (220 lbs) and/or 8 pieces total for all guests in the same stateroom.
Any piece of luggage exceeding the allowance will not be accepted at Check-In.
Guests exceeding these limits are invited to contact MSC Cruises directly or via their travel advisors at the time of booking for information on how to ship luggage in excess separately via freight or cargo, at an additional charge.

*Please check your cruise ticket for more details.

Items to keep in hand luggage

Travel documents and passport, money, jewelry, and other precious items, electronic devices, medicines, nappies, and any other items you may need at short notice.

On embarkation day luggage will be delivered directly to the stateroom. The expected delivery timeframe is from late afternoon through early evening. We recommend keeping any items needed for embarkation day and evening in your carry-on-bar including clothes for the evening, medications, travel documents and personal identification.

NB: Objects that are considered to be fragile, personal and/or valuable must be carried as hand luggage only since MSC Cruises cannot accept liability for their damage or loss. Make sure to keep your ID/Passport and all check-in documents handy. Valuable luggage and insurance: please note that luggage travels at your own risk. Insurance can be taken out through MSC Cruises, terms and conditions apply.

Items forbidden on board

Port Security has the duty to search Guests and luggage to confiscate any article internationally known as dangerous for the safety and security of Guests, Crew and ship. Such items will be confiscated and not returned. Alcohol, firearms, sharp objects such as blades and scissors, flammable and explosive material, items with heating elements, open flames (e.g. clothing irons, kettles, hotplates, candles, incense). Please notice that hair dryers, hair Irons and hair straighteners are excluded from the interdiction and accepted on board.Inflatable beds, rafts and similar items may not be inflated or used aboard but can be used in destination ports where allowed. To protect your privacy, audio or visual recording with any device may be restricted in areas where privacy is reasonably expected.

If explosive material, guns are detected, law enforcement will be immediately alerted. MSC Cruises will be forced to deny access to any guests not complying with these mandated regulations. In the interest of health and safety, beverages and food (including partially eaten or home cooked items) may not be brought on board either. Exception: dry, packaged and commercially produced foods.

Souvenirs purchased ashore that are considered prohibited items – including blades and Ulu knives – must either be shipped home by the vendor or declared upon re-entry to the ship for safekeeping by Ship Security until the final day of the cruise

DRUGS:

Guests shall not bring onboard the Vessel any illegal drugs or other Controlled substances including but not limited to medical marijuana.
Illegal drugs or controlled substances will be confiscated, MSC Cruises reserves the right, in its sole discretion to report violations of this prohibition to the appropriate authorities. Any attempt to bring Illegal drugs or controlled substances onboard, may lead to denial of boarding or prevented from boarding or re-boarding the ship.

DRONES:

Guests are permitted to bring drones, though they must be stored safely in their staterooms as their use on board is strictly forbidden: any drones found being used on board will be confiscated and returned at the end of the cruise. Drones can be used off the ship and outside of port areas where allowed (NOT at Ocean Cay MSC Marine Reserve). Important: Guests are fully responsible for understanding and complying with all local authority regulations related to drone usage and for obtaining any necessary permissions for drone operations. Any liability, including environmental damage resulting from drone usage, is the guest’s responsibility. MSC Cruises assumes no liability for drones that may be confiscated by local authorities for violating local laws or for any accidents or injuries resulting from drone flights.

You can find more information on our Guest Conduct Policy Here.

Items you can leave at home

Pool towels or hairdryers (you'll find these in your stateroom); sun cream or beauty products (all available from the onboard shops).

On embarkation day luggage will be delivered directly to the stateroom. The expected delivery timeframe is from late afternoon through early evening. We recommend keeping any items needed for embarkation day and evening in your carry-on-bar including clothes for the evening, medications, travel documents and personal identification.

Wheelchairs

Wheelchairs are available on all ships in the MSC Cruises fleet, for use during embarking and disembarking or in the event of an emergency and can be borrowed on board.

For more information, please visit Accessibility & Medical.

Managing luggage during boarding and disembarking

Prior to reaching the cruise terminal, guests are advised to label their luggage using the tags received with the cruise ticket, and hand it to MSC staff at the terminal.

On embarkation day luggage will be delivered directly to the stateroom. The expected delivery timeframe is from late afternoon through early evening. We recommend keeping any items needed for embarkation day and evening in your carry-on bag including clothes for the evening, medications, travel documents and personal identification.

Two days before the end of each cruise, guests receive directly in their staterooms the disembarkation procedures and luggage tags. Please leave labelled luggage outside the stateroom door the night before disembarking. The luggage will be collected and delivered directly in the terminal building during disembarkation. Please note that the luggage embarkation and disembarkation process can vary between ports.

Luggage Delivery Services

Ship your suitcase in just a few minutes and travel light!
Click here to get started.
This service is available at the ports of Venice, Trieste, and Dubai.

Embarkation

Upon arrival at the cruise terminal, your first stop should be the terminal luggage drop-off area, where you can identify and hand over your luggage to the porters (please refer to the ground staff on site to identify the exact location).

Once you have handed over your luggage to the porters, you may proceed with the check-in and embarkation process.

Disembarkation

At disembarkation, please follow the instructions provided by the Ship.

Please note that it is mandatory to collect your luggage in the disembarkation hall and proceed through Customs.

Specific information will be provided by the Ship.

Lost or damaged luggage & items: a quick guide

Lost Luggage

What should I do if my luggage is damaged or lost?

ON BOARD

If your luggage is damaged or lost while on board, please inform our staff as soon as possible so we can assist you promptly. Here’s what to do:

Go to the Guest Services Desk on board to report the issue.
Our staff will help you complete the mandatory Luggage Form, which is required to process any claim.
Once the form has been submitted, we’ll do our best to resolve the matter during your cruise. Depending on the circumstances, this may include finding your luggage, replacing damaged luggage, or offering appropriate compensation.

AFTER YOUR CRUISE

If your luggage was damaged or lost during disembarkation, please follow these important steps:

Speak to a member of our staff at the cruise terminal. They will assist you in completing the mandatory luggage form. This document serves as official proof that the damage or loss occurred during your cruise. Without it, we may not be able to process your claim.
Send a copy of the completed form by email to our Customer Service team at [Insert email], and don’t forget to include your booking number.

Important: If you have travel insurance that covers damaged or lost luggage, we also recommend that you contact your insurance provider directly, as they may offer additional support or reimbursement.

Additional tip: if your luggage was lost during a flight booked through MSC Cruises, please contact the airline directly, as they are responsible for handling any luggage-related issues during air travel.

What compensation is available for damaged or lost luggage after the cruise?

MSC Cruises may offer compensation for luggage that was damaged or lost during your cruise, depending on the circumstances and the documentation provided. The maximum compensation available is:

Up to €100 per item for damaged luggage
Up to €600 per item for lost luggage

These amounts apply regardless of the original value of the luggage or its contents.

What is MSC Cruises’ responsibility for damaged or lost luggage?

While we handle all luggage with care, MSC Cruises, its employees, and agents cannot be held responsible for the loss, damage, or theft of luggage or personal belongings.

Our liability for lost, damaged, or undelivered luggage is limited and fully outlined in our Booking Terms and Conditions, which we encourage you to read carefully.

To ensure peace of mind, we strongly recommend purchasing independent travel insurance, as this may offer broader protection and higher coverage limits for your luggage and personal items.

Lost Items

How can I report a lost item?

ON BOARD

If you lose an item during your cruise, please notify us as soon as possible so we can assist you.

What to do:

Visit the Guest Services Desk on board to report the missing item.
Our staff will assist you in completing the mandatory Lost Items Form, which is required to initiate a search.
Once the form is submitted, we’ll do our best to locate your item before the end of your cruise. If it is found, a member of our staff will contact you directly.

AFTER YOUR CRUISE

If you have already disembarked and realize that you’ve forgotten something on board, please follow the steps below based on your cruise region:

For cruises in the USA:

Complete the online Lost & Found form available here [Insert URL].
After submitting the form, you’ll receive a confirmation email with a reference number to track your request.
If an item matching your description is found, a representative will get in touch with further details.

For cruises in other regions:

Please contact our Customer Service team by email at [Insert email]. Your email should include your booking number, a detailed description of the lost item (color, brand, distinctive features, etc.) and the location where you believe it was left.
After you send your request, you’ll receive a confirmation email. A representative will then follow up to let you know whether your item has been found and provide next steps.

Will MSC Cruises ship my lost item to me?

If your lost item is found, shipping may be arranged at your expense. The available shipping options and costs will depend on your location and the size and weight of the item. Once your item has been located, you will receive all the necessary details to arrange delivery.

Air transport and lost luggage

If you are travelling to your departure port by air, please check the size and weight limitations on your luggage at the time of booking. Airlines reserve the right to charge a supplement for excess luggage. MSC Cruises accepts no responsibility for issues arising during airport departure or arrival.

In the unfortunate event of a luggage handling error by the airline, we offer a luggage recovery service. Working with the Lost & Found offices of each airport, we will make every effort to track your luggage and, when possible, have it sent directly to the ship at one of the subsequent ports of call. In order to help you trace any lost luggage in the most efficient way, we ask you to present a copy of the P.I.R. (Property Irregularity Report) prepared at the Lost Property Office of the airport where you reported the luggage missing.

Can children over two years old go on an 11-night cruise?

No, children over two years old are not allowed to embark on an 11-night cruise.

On board Spa services

In order to grant the best experience to our guests, all Thermal Area experiences are available by appointment only.
Access to the MSC Aurea Spa is only permitted for guests over the age of 18. Click here to discover the details.
Pregnant guests are not allowed to use any heat treatments within the Thermal Area.

How can I find my way around the ship?

A map of the ship is available at the reception.

What are the dining time options?

MSC Cruises offers three dinner seating models, depending on the ship and guest experience level:

Assigned Seating
Guests can choose from up to three fixed dining times for the entire cruise. They will keep the same table and dining schedule each evening. Exact times vary by ship and itinerary.
Dine on Your Time (only on MSC Seashore & MSC Seaside)
This flexible dining option allows Bella and Fantastica guests to dine at the time that suits them best. After selecting it during booking, guests can simply check in when ready and will be seated on a first come, first served basis. Availability may vary and waiting times can occur during peak periods—especially for larger groups. Open dining hours depend on the ship and itinerary. Guests selecting Dine on Your Time do not need to pre-book a dining time. However, they can make reservations onboard for a specific time if desired.
My Choice Dining (Aurea Experience)
Aurea guests enjoy guaranteed anytime dining within the main restaurant’s opening hours. Unlike Dine on Your Time, this option is guaranteed and not capacity dependent.

What will the temperature on board be like?

MSC ensures sure that the temperature inside our ships is pleasantly regulated taking into account the weather conditions. The temperature in your cabin can be easily regulated using the thermostat.

What if I lose something on the ship?

Guests who lose items on board should refer to the Reception or Guest Services to see if their belongings have been handed in. Once Guest have disembarked, they can contact customerservice@msccruises.co.uk

What additional costs should I plan for?

Onboard bar purchases will incur gratuities, automatically added to all purchases: 15% gratuities on European, Emirates, South Caribbean, Red Sea, South America (Brazil and Argentine) and Far East itineraries, and 18% gratuity on North America itineraries.

Are the prices on board more expensive than those on land?

No. In fact the special operating environment that regulates the maritime sector means that many products (such as alcohol, tobacco and fragrances) can be sold duty free, bringing reductions of up to 30% off retail prices on land.

*Depending on the itineraries and subject to applicable legislation.

Is smoking allowed on board?

In line with global standards, smoking areas on board are fewer than non-smoking areas and are indicated by signage and ashtrays. Smoking is forbidden in all indoor areas, with the sole exception of the casinos during opening hours for Guests who are seated and playing.

Smoking (including e-cigarettes) is not permitted in staterooms, on stateroom balconies and anywhere not expressly indicated by signage and ashtrays.

Please note that the use and import of vapes-and e-cigarettes in certain countries may be restricted and local authorities are entitled to impose severe sanctions against the violation of their national law(e.g. as of January 17, 2026, Mexico has banned the importation of all vapes and e-cigarettes, including non-nicotine models. Guests bringing these devices ashore risk confiscation and fines of up to USD $12,500.). Therefore, make sure to check if any national restriction may apply when ashore and act accordingly.

For safety reasons, and to minimize the serious fire risk posed by smoking in unauthorized areas, the Company reserves the right to levy a fee should guests be found smoking in non-designated areas of the vessel. Repeatedly smoking in non-smoking areas can ultimately lead to disembarkation.

We remind you that throwing cigarette butts or anything else overboard at sea is strictly prohibited as it may seriously put in danger safety at sea.

You can find more information on our Guest Conduct Policy Here.

Can cash withdrawals be made on the ship?

A cash advance service is available if a credit card has been registered at the on board account. This can only be done in the on board currency (euro or US dollars, depending on the itinerary), for a fee, set according to the itinerary.

What medical services are available on board?

All MSC cruise ships have a well-equipped Medical Center, supervised by a ship's doctor and other medical personnel. The Medical Center is open at the times advertised in the ship's Daily Program. Emergency services are available round the clock by calling the Medical Emergency number.

Service Charges / Gratuities

SERVICE CHARGES / GRATUITIES
Service Charge / Gratuities are included in the cruise fare.

Tips
MSC Cruises does not recommend tipping individual members of staff.

Is there wi-fi on board?

Yes, Wi-Fi is available on board all of our ships. For additional information click here.

Are sun beds available on board?

Sunbeds are available free of charge for all passengers, although they cannot be reserved. Guests are kindly requested not to occupy deck-chairs and sunbeds with personal items during any long absences (more than 30 minutes). Beach towels are available in the cabins. These should be returned in cabins after use. Unreturned pool towels may be charged to the on-board accounts of guests..

The Exclusive Solarium on the top deck of each ship offers a private enclave of relaxation. Spa, jacuzzi and bar services are also provided in the Exclusive Solarium area on some ships.

You can find more information on our Guest Conduct Policy here.

Languages spoken on board

The company uses six main languages for its communications: English, Italian, German, French, Spanish and Brazilian Portuguese. The order in which these languages appear is determined exclusively by the number of guests in each language group as a proportion of our total guests. The cabin information booklet and other printed material used on board are available in different versions for each of the six languages listed above. The order of the languages used in our menus changes depending on the area of the world in which each ship is located.

Littering

We ask our guests to not to throw anything into the sea and to work with us to safeguard the sea, marine life and the ecosystem.

You can find more information on our Guest Conduct Policy Here.

Traveling with cash

Europe: EC Regulation 1889/2005 states that: "Any natural person entering or leaving the Community and carrying cash of a value of Euro 10,000 or more shall declare that sum to the competent authorities of the Member state through which he is entering or leaving the Community in accordance with this Regulation".
Please consult your travel advisor and/or the relevant authorities (embassies, consulates or other local authorities) to find out whether there are any other restrictions to carrying cash on your itinerary.

For further information on travel please consult the Important Travel Advice page

Are animals allowed on board?

No animals are allowed on board, apart from recognized assistance dogs.

Bringing assistance dogs on board is, in any case, subject to approval by the company and must be requested by the Guest when booking.

Vaccinations

Guests are advised to consult their National Health Service prior to the cruise for information regarding recommended vaccinations. MSC Cruises declines all responsibility for guests who do not adhere to the recommendations on the prevention of infectious diseases or do not have the appropriate vaccinations to enter a particular port during the cruise.

Post office services

You can send any gifts and mail through the Information Office, who will provide the necessary postage, informing you of the cost and charging it to your cruise account.
They will then pass it to our local representatives for posting in the next port of call. So you can really keep in touch with anyone, anywhere in the world.

Ship phone numbers

MSC ARMONIA	MSC BELLISSIMA	MSC DIVINA	MSC EURIBIA	MSC FANTASIA
telephone numbers:	telephone numbers:	telephone numbers:	telephone numbers:	telephone numbers:
00881677108647	00881677119990	00881677100955	00881677122633	00881677100556
00881677121463	00881677109776	00881677119083	00881677120860	00881677101021

MSC GRANDIOSA	MSC LIRICA	MSC MAGNIFICA	MSC MERAVIGLIA	MSC MUSICA
telephone numbers:	telephone numbers:	telephone numbers:	telephone numbers:	telephone numbers:
00881677118369	00881677128576	00881677104853	00881677105351	00881677100883
00881677118395	00881677128513	00881677105010	00881677109047	00881677100821

MSC OPERA	MSC ORCHESTRA	MSC POESIA	MSC PREZIOSA	MSC SEASCAPE
telephone numbers:	telephone numbers:	telephone numbers:	telephone numbers:	telephone numbers:
00881677109048	00881677118982	00881677108142	00881677103280	00881677118363
00881677105403	00881677109648	00881677124155	00881677112930	00881677115064

MSC SEASHORE

MSC SEASIDE

MSC SEAVIEW

MSC SINFONIA

MSC SPLENDIDA

telephone numbers:

telephone numbers

telephone numbers:

00881677111065

00881677105400

00881677121669

00881677107433

00881677109941

00881677120579

00881677107444

00881677109019

00881677107459

00881677112335

MSC VIRTUOSA	MSC WORLD EUROPA	MSC WORLD AMERICA
telephone numbers:	telephone numbers:	telephone numbers:
00881677110559	00881677123644	00881677100970
00881677110520	00881677126063	00881677136168

Visitors

For security reasons, visitors are not permitted on board.

Memorial at Sea - Scattering of Ashes

MSC Cruises is committed to providing a respectful and meaningful experience for guests wishing to scatter the ashes of a loved one at sea. To ensure the ceremony is conducted with care and in accordance with maritime and international regulations, specific procedures are in place.

Eligibility & Cruise Requirements: This service is only available on cruises of 6 nights or longer that include at least one sea day, which is necessary to ensure the time and space required to coordinate the ceremony. Cruises of 5 nights or less are not eligible. This policy applies strictly to human remains. The scattering of animal ashes is not permitted.

Planning & Coordination: There is no fee for the ceremony; however, guests must notify MSC Cruises directly or through their travel advisor and provide the following details: ship name, sail date, booking number, stateroom number, the full names of the guests attending the memorial, the name of the deceased, and basic urn details. Once onboard, guests must visit Guest Services to coordinate the date, time, and meeting location for the ceremony.

Ceremony Conditions: The event will take place in international waters, at a time and location approved by the ship's Command, taking weather and safety into consideration. The ship must be at least 12 nautical miles from the coast for the ceremony to take place. Due to safety restrictions and regulations, attendance is limited to groups of no more than 10 guests and a waiver to access the location may be required.

Urn Guidelines: Only biodegradable urns are allowed, and they must be transported in hand luggage. While MSC Cruises does not require a death certificate, guests should be aware that airport and port security may request one during transit.

Not Permitted: Items such as plastic ribbons, plastic flowers, plastic urns, balloons, or any other non-biodegradable decorations or adornments are strictly prohibited during the ceremony.

Documentation: Guests must provide the name of the deceased and basic urn details when submitting their request. While MSC Cruises does not require EPA Documentation (Environmental Protection Agency), guests are responsible for ensuring that traveling with ashes complies with local laws and regulations of any location they pass through on their way to the embarkation port, especially when traveling internationally.

Dress Code: Closed-toe shoes (e.g., sneakers) are required. Flip-flops, sandals, or heels are not permitted for safety reasons.

Accessibility: While we strive to accommodate all guests to the best of our ability, some ceremony locations may not be wheelchair accessible and may involve steep or spiral staircases.

Photography: Guests are welcome to take photos during the ceremony but may not photograph non-public areas on the way to the ceremony location.

Certificate of Ceremony: A certificate including the coordinates and time of the ceremony, signed by the Navigation Officer or Captain, will be provided as a memento.

Photo packages

Capture every smile, every celebration and every unforgettable moment of your cruise. Our Photo Packages let you relive your holiday memories again and again.
Click here to Learn More.

PHOTO PACKAGES AND PLANNING

What photo packages are available on board?

MSC Cruises offers a range of professional photo packages designed to help you relive every special moment of your cruise. Options include the All‑Inclusive Digital Photo Package and Mix & Match printed photo packages. All photo packages are sold per stateroom and apply exclusively to guests registered and travelling in that stateroom.

What is the difference between the All‑Inclusive Digital and Mix & Match packages?

The All‑Inclusive Digital Photo Package includes unlimited digital files of all standard photos taken of guests registered in your stateroom. Mix & Match packages (5, 10, 20, or 30 photos) operate as a credit system for printed photos. With the 20 and 30 photo packages, digital copies of the selected prints are included. For the 5 and 10 photo packages, you may purchase the digital versions of those specific prints for a small additional fee.

Feature	All-Inclusive Digital	Mix & Match (5 or 10	Mix & Match (20 or 30
Physical Prints	None included (Available at 50% discount)	5 or 10 Prints	20 or 30 Prints
Digital Files	Unlimited (All photos taken)	Extra Cost (50% off for the prints selected)	Included (Only for the prints selected)

Is there an unlimited digital photo package?

Yes. The All‑Inclusive Digital Photo Package allows you to enjoy unlimited digital copies of all your personal photos taken by our professional photographers during your cruise.

Are all photos taken on board included in standard photo packages, or are some photos and services excluded?

Standard photo packages, including the All-Inclusive Digital and Mix & Match options, apply only to standard onboard photography. They do not include photos of guests who are not registered in your stateroom, nor do they cover premium photography experiences such as weddings, vow renewals, Quinceañera, private Timeless Studio sessions, or Iris Galerie experiences. Additional services, including special printing requests and professional retouching, are also excluded and may be purchased separately at standard on board prices.

Are there special themed packages available?

Yes. We offer Hanfu Photography packages, which are sold per stateroom and subject to the same exclusions as standard packages. These packages are valid only for cruises sailing out of mainland China. Note: The Face Painting package does not include any photos; these must be purchased separately.

When can I purchase photos taken during my cruise?

Photo packages and individual photos can be purchased either before your cruise or while on board. Once your cruise has ended, photos are no longer available for purchase.

Are photo packages per person or per stateroom?

All photo packages are sold per stateroom and apply only to guests registered and travelling in that stateroom.

I am traveling with family in a separate stateroom (e.g., Super-Family stateroom). Does one package cover everyone?

Photo packages are generally valid per stateroom and apply to the guests registered and traveling in the purchasing stateroom, including Super-Family and connecting staterooms.

As an exception, immediate family members traveling across multiple staterooms may be included under a single photo package, up to a maximum of five immediate family members (for example, two parents and up to three children), provided they are photographed together and subject to verification and approval by the onboard Photo Team. Photos of guests outside this immediate family group, or photos where no guest from the purchasing stateroom is clearly visible, are not included. To ensure full coverage and flexibility throughout the cruise, families traveling in multiple staterooms may still prefer to purchase one photo package per stateroom.

Is it cheaper to purchase a photo package before my cruise?

Yes. Pre‑cruise pricing is consistently lower than the onboard pricing. Guests are encouraged to purchase photo packages in advance via the MSC Cruises website to benefit from exclusive savings.

VIEWING, IDENTIFICATION & DOWNLOADING

How can I view my photos on board?

You can view your photos at The Hub – Photo & Digit@l kiosks or on your personal device by connecting to the ship’s Wi‑Fi and visiting www.mymscphotos.com

How do photographers know which photos belong to me?

Photos are linked to your stateroom account using facial recognition technology and, when needed, by scanning your Cruise Card. Facial recognition is used solely to help identify and group your photos and is managed in accordance with applicable data protection regulations.

When can I download my digital photos?

Digital photos must be downloaded while you are still on board. Once you disembark, photos will no longer be accessible or available for download. Guests are strongly advised to complete their downloads before the final evening of the cruise.

Do I need to purchase an Internet package to download my photos?

No. You must connect to the ship's Wi-Fi network, but you do not need to purchase an internet plan or use your own data to view/download photos.

Some of my photos are missing from my gallery. What should I do?

Please visit The Hub – Photo & Digit@l while still on board. Our team can manually locate and link missing photos. This service is no longer available once the cruise has ended

Can I receive my photos on a USB drive?

On selected ships or with certain packages, USB drives may be available. Availability varies by ship and itinerary and cannot be guaranteed. Please inquire with the Photo Team at The Hub – Photo & Digit@l early in your cruise.

ON BOARD PHOTOGRAPHY EXPERIENCE

Where, when, and what kind of photos are taken on board?

Professional photographers are available throughout the cruise to capture a wide range of moments and experiences. Photos are taken on embarkation day, during onboard events and parties, at the gangway in port, in dining rooms on elegant evenings, and during gala nights with themed backdrops. In addition to these standard moments, guests may also book private photo sessions and premium experiences, including IRIS photography. There is no obligation to purchase any photos taken during the cruise.

Do I have to purchase every photo taken by the photographers?

No. Having your photo taken is always complimentary and optional. You may view all photos and decide which ones, if any, you wish to purchase.

Are the on board photographers professionally trained?

Yes. Our photographers are professionally trained and use high‑quality equipment to ensure consistently excellent results.

Can I request a private photographer for a special event or group?

Yes. Private photography services for special occasions or large groups can be arranged on board, subject to availability and additional fees. Please contact the Photo Team at The Hub – Photo & Digit@l early in your cruise.

PORTRAITS AND STUDIOS

Is there a Photo Service on board?

Yes. A professional Photo Service is available throughout your cruise. Our photographers capture highlights on board and ashore, as well as special occasions such as anniversaries, weddings, vow renewals, and Quinceañera. All photos can be viewed at your leisure at The Hub – Photo & Digit@l.

Can I book portraits on board?

Yes. Our professional photographers offer portraits for individuals, families, and friends using high-quality studio backdrops as well as iconic locations throughout the ship, such as the Grand Staircase, Bridge of Sighs, or Swarovski Staircase. No appointment is required for these standard portrait sessions. For a more personalised experience, private photo sessions are also available and can be arranged by contacting the Photo Team at The Hub – Photo & Digit@l.

Is there a private photo studio on board?

Yes. On selected ships, guests may enjoy the Timeless Studio, a refined private photography experience designed for those seeking something truly special. Each session is led by a dedicated artist and takes place in an elegant, intimate setting—ideal for celebrating a romantic anniversary, a family milestone, or simply capturing a beautifully crafted portrait. As these are bespoke, artist-led sessions, Timeless Studio photos are sold separately and are not included in the standard All-Inclusive Digital or Mix & Match photo packages.

Are weddings, vow renewals, or Iris Galerie included in photo packages?

No. Weddings, vow renewals, Quinceañera, Timeless Studio sessions, Iris Galerie experiences, and private photographer hire are premium services sold separately.

PERSONAL PHOTOGRAPHY GUIDELINES

May I bring my own camera or photography equipment on board?

Yes. Guests are welcome to bring personal cameras on board. Certain photography equipment, such as professional studio lights or other bulky accessories, may require prior authorisation for safety and operational reasons. Please note that drones are not permitted on board under any circumstances.

Are there any photography restrictions on board?

Guests are welcome to take personal photos and videos in most public areas on board. For courtesy and safety reasons, photography may be restricted in certain situations. Flash photography and video recording are not permitted during shows or entertainment performances, and photography is not allowed in security areas (such as during gangway checks), of screening equipment, or inside the medical center. Guests are also kindly asked not to photograph professional images displayed at The Hub – Photo & Digit@l. When taking photos, please respect the privacy of other guests and crew. If needed, our crew will be happy to advise whether photography is appropriate in a specific area or moment.

What if I prefer not to have my photo taken?

That is completely fine. Photography is always optional, and our team will respect your wishes if you decline.

PRICING, PAYMENT & BENEFITS

As an MSC Voyagers Club Member, do I receive photo benefits or discounts on board?

Yes. MSC Voyagers Club Members enjoy exclusive photo benefits on board, which vary according to membership tier:

Diamond and Blue Diamond Members are entitled to one complimentary standard photo per cruise, redeemable at The Hub – Photo & Digit@l, in line with Voyagers Club Terms & Conditions.
All Voyagers Club tiers (Classic, Silver, Gold, Diamond, and Blue Diamond) benefit from a 20% discount on photographs purchased on board.

Please note that complimentary photos and discounts apply only to standard on board photography and are not valid for premium experiences such as private photo sessions, Timeless Studio, group photos, or IRIS Galerie experiences. Benefits are valid once per cruise and subject to availability and applicable terms.

RETAIL PRODUCTS

What retail photography products are available on board?

A wide range of photography products is available at The Hub – Photo & Digit@l, including photo frames, albums, action cameras, memory cards, accessories, and a selection of digital cameras at duty‑free prices. Availability may vary by ship. Our Photo Team at The Hub – Photo & Digit@l will be pleased to assist you in selecting the right products for your needs.

PRINTED PHOTOS & POST-CRUISE SUPPORT

When will I receive printed photos purchased at Iris Galerie?

Printed Iris Galerie photos are delivered to the shipping address provided, usually within three weeks after the cruise. Shipping times may vary depending on your home country and customs processing.

What should I do if my Iris Galerie photos have not arrived?

Can I get a refund if I am unhappy with my photos?

All photo purchases, whether printed or digital, are final and non-refundable. Once a photo has been purchased, it may be downloaded, printed, or otherwise reproduced and therefore cannot be exchanged or refunded. A change of mind after purchase does not constitute grounds for a refund. If you have any concerns regarding the quality or content of your photos, we kindly invite you to speak with the Photo Team at The Hub – Photo & Digit@l during your cruise. The team will be pleased to review your concerns and, where possible, assist you before disembarkation. Prepaid photo products may be voided only if they have not been fulfilled.

BEFORE DISEMBARKATION – IMPORTANT REMINDER

What should I do before leaving the ship?

Important: All digital photos must be downloaded to your personal device while you are still on board. Once you disembark, all photos are permanently deleted from our servers and can no longer be accessed, retrieved, or purchased. We strongly recommend reviewing your photos and completing all downloads before leaving the ship.

Can I purchase photos in digital or print format after my cruise, once I have disembarked?

No. Photo purchases and digital downloads must be completed during your cruise. Once you disembark, all photos are permanently deleted from our servers and cannot be retrieved, purchased, or downloaded. To avoid disappointment, please ensure all photo selections and downloads are finalised before leaving the ship.

How will my refund be processed?

Refunds issued following a complaint are subject to review and depend on the specific circumstances of the case. If a refund is approved, the processing method may vary.

Bank Transfer: In most cases, refunds are issued via bank transfer. To proceed, Guests will be asked to provide the necessary documentation, including valid bank details.
Credit Card Refund: In some situations, refunds may be issued directly to the credit card used for the original payment.

Once your request has been reviewed and approved, MSC Cruises will inform you of the applicable refund method and any further steps required to complete the process.

How long does it take to receive my refund?

Refunds are usually processed within 30 days from the date MSC Cruises confirms receipt of all required has been received. Please note that processing times may vary depending on the refund method and the policies of your bank or credit card provider.

Can I choose my preferred refund method?

Refund methods are determined by MSC Cruises’ policies and the specific circumstances of each case. While bank transfers are the most common method, in some cases refunds may be issued directly to the credit card used for the original payment. Guests cannot choose a preferred refund method.

What should I do if I haven’t received my refund after 30 days?

If your refund has not been received within the expected timeframe, please follow these steps:

Check with your bank or credit card provider to confirm whether the transaction has been processed.
Ensure that the bank details provided (if applicable) for the transfer were accurate and complete.
If the refund is still not received, please contact us at customerservice@msccruises.co.uk for further assistance. To help us support you more efficiently, kindly include your booking details.

Please verify the necessary visa requirements for your cruise here

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PHOTO PACKAGES AND PLANNING

Are all photos taken on board included in standard photo packages, or are some photos and services excluded?

I am traveling with family in a separate stateroom (e.g., Super-Family stateroom). Does one package cover everyone?

Is it cheaper to purchase a photo package before my cruise?

VIEWING, IDENTIFICATION & DOWNLOADING

How do photographers know which photos belong to me?

ON BOARD PHOTOGRAPHY EXPERIENCE

Where, when, and what kind of photos are taken on board?

PORTRAITS AND STUDIOS

PERSONAL PHOTOGRAPHY GUIDELINES