Frequently Asked Questions

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Questions

    • How does the boarding process work on MSC Ships?

      Embarkation begins at the Check-In time shown on the cruise ticket. Check-In closes 90 minutes before the ship departure time, except for American ports, where Check-In closes two hours before.  It is extremely important that you always arrive at the port with your e-ticket, including the embarkation form with complete and accurate personal data.     The details of the embarkation process change from ship to ship. For more detailed information on your cruise ship embarkation process please Click Here.

    • How can I check in online?

      If you book your cruise directly with MSC Cruises, then you should personally complete the web check-in process.  For cruises booked through a travel agent, you may ask them to complete the web check-in process on your behalf.     In order to issue the e-tickets, the following personal information is required for all passengers included in the booking: First Name, Last Name, Date of Birth, Place of Birth, Gender, Nationality, Passport or National ID Card Number, Passport place and date of issue, Passport or National ID Card expiry date, and Emergency Contact Information (First name, Last name, Telephone Number of a  relative or friend not traveling with you, that we may need to reach Before arriving at the port, you should ensure that you have all personal travel documents required, and that all personal information shown on your embarkation form is correct. In the event of necessary changes, you can repeat the online check-in process in order to re-issue your e-ticket.    You can Check-in online in just 3 clicks:   1. Click here.   2. Enter your booking information. You will find a section dedicated to you.   3. Enter your personal and identification information where requested, then click Save and Confirm.

    • What documents are required to go on a cruise?

      Each guest is responsible for acquiring and presenting all travel documents necessary for boarding the ship in their respective country of embarkation, documents including a valid passport and any visas required for the cruise itinerary. Please note that each guest is also responsible for securing any necessary visas and immunizations.
      Please be aware that MSC does not assume responsibility for advising guests of required travel documents or travel advisories. Guests who do not have the required documents for vessel security and immigration will be denied boarding without entitlement to a refund.

    • Can I bring food or drink on board?

      No, although food and drink may be bought on board.

    • How many pieces of luggage can I take on board?

      Carry-on Luggage: Passengers on cruises of 4 nights and less can carry on 1 (one) small bag each. Carry-on luggage may not exceed 126cm in combined length; width and height including any handles and wheels. (Length of 56 cm, width of 45 cm, depth of 25 cm.)     Checked Luggage: Each guest (adult & child) is permitted only 1 (one) bag as checked luggage on cruises of 4 nights and less. 1 Bag per person will be accepted Free of Charge; any additional bags will be transported subject to space availability and $25 per bag will be converted into USD at the exchange rate and added to your onboard account. *.    *Note: Please check your cruise ticket for more accurate detail.

    • How is luggage handed over when boarding and leaving the ship?

      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. Luggage will be delivered directly to your cabin shortly after embarkation.

      The day before the end of each cruise, guests receive directly in their cabins the disembarkation procedures and luggage tags. Please leave labelled luggage outside the cabin 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.

    • Are there parking facilities at the pier?

      Durban:   Car parking is available only in Durban on a first come first served basis. The fare is R120 per car per night (valid for all car types), which will be converted into USD at the actual exchange rate and will be added to your onboard account. Please note: all vehicles are parked at the owner’s risk and MSC Cruises will not be liable for any loss or damage to any vehicles or articles therein, through any cause whatsoever. Drivers are required to sign an indemnity at the Port.    Cape Town:   Parking facilities are not available at Duncan Dock. Parking at the Clock Tower area is also no longer available. Secure parking is available at Portswood Square and Breakwater & Granger Bay. These are however situated on the opposite side of the Waterfront and are not walking distance to Duncan Dock. Parking rates are determined by the car park rates. Drop and go is therefore recommended at Cape Town port.

    • Are there wheelchairs available to passengers?

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

    • What if my luggage or other personal effects are lost?

      MSC Cruises, its employees and agents accept no responsibility for loss, damage or theft of guests’ luggage or personal effects. MSC Cruises’ responsibility with respect to lost, damaged, or undelivered luggage is explained in the Passenger Contract. In the event of loss or damage to luggage or personal effects, a representative of MSC Cruises should be immediately notified. Otherwise insurance must be taken out with MSC Cruises.

    • Can I bring food or drinks on board after my excursion?

      No, although food or drinks may be brought on board.

    • What credit\prepaid\debit cards are accepted?

      We accept the following credit cards; Visa, MasterCard, American Express, JCB, and Diners Club.     We accept the following debit cards; Maestro, Visa Debit, Visa Electron, MasterCard Debit.

    • How can I pay onboard if I haven't collected my cruise card yet?

      Once checked-in, in case your cabin isn’t ready yet and for this reason you didn’t collect your Cruise Card, you can begin your onboard purchases in the bars and restaurants by providing crew members with your cabin number and full name (information available on your embarkation form).  

    • 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.

    • 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.

    • How can I find my way around the ship?

      A map of the ship is available in every cabin.

    • What will the temperature be like on board?

      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 medical services are available on board?

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

    • 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.

    • What are the service charges?

      The service charge, which is calculated on a daily basis according to the length of the cruise, the destination and the ship, is charged by MSC Cruises at the end of the cruise. This service charge is paid over entirely to the staff who provide the hotel services on board. For this reason, no tips are required or payable.

      Bar Service Charge
      A 15% Bar Service Charge is automatically added to all purchases.

      Spa Service Charge
      A 15% service charge will be added on all spa services purchased on board and paid at the end of the cruise on your final bill.

    • 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?

      Smoking is permitted in specified areas on board. Smoking is not permitted in any food service areas (buffets and restaurants), medical centres, childcare areas, corridors or elevator foyers, areas where guests are assembled in groups for safety exercises, disembarkation or tour departures, public toilets, or in bars directly near areas where food is served.
      Smoking in staterooms and balconies is not allowed at any time.

    • What are the payment methods on board?

      All on board purchases are made with the personal cruise card, eliminating the need to carry cash or credit cards on board. To activate purchasing with the Cruise Card, Guests must either register their credit or debit card at the check-in or onboard at the Cruise Card Activation Points (only available on certain ships), or by leaving a cash deposit at the Reception - Guest Service immediately after embarkation.

    • What medical services are available on board?

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

    • 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.

    • Are sunbeds available?

      Sunbeds are available free of charge for all passengers, although they cannot be reserved. Guests are kindly requested not to occupy deckchairs and sunbeds with personal items during long absences.

    • What equipment is available in all cabins?

      All cabins are equipped with a mini bar, TV, Interactive TV (only on Musica and Fantasia class ships), safe hairdryer, air conditioning and telephone.

    • What is the difference between an internal and an external cabin?

      External cabins feature a porthole or a balcony, while internal ones do not.

    • What equipment is available in inside cabins?

      All cabins are equipped with a mini bar, TV, ITV (only on Musica and Fantasia class ships), safe, hairdryer, air conditioning, telephone, shower.

    • What equipment is available in ocean view cabins?

      All ocean view cabins are equipped with a mini bar, TV, ITV (only on Musica and Fantasia class ships), safe, hairdryer, air conditioning, telephone, shower and a porthole.

    • What equipment is available in balcony cabins?

      All balcony cabins are equipped with a mini bar, TV / ITV (only on Musica and Fantasia class ships), safe, hairdryer, telephone, air conditioning, shower or bathtub, balcony.

    • What equipment is available in Aurea cabins?

      All ocean view Aurea cabins are equipped with a mini bar, TV, ITV (only on Musica and Fantasia class ships), safety box, hairdryer, air conditioning, telephone, shower or bathtub and a balcony or panoramic sealed window (on Fantasia class ships).

    • What equipment is available in Family cabins?

      Executive & Family Suites (YC) : Mini Bar, ITV, safe, hairdryer, telephone, air conditioning, bathtub, panoramic sealed window and Console Nintendo Wii (available on MSC Divina, MSC Splendida, MSC Fantasia).

      Super Family Cabins (available on Divina and Preziosa) : mini bar, ITV, safe, hairdryer, air conditioning, telephone, shower, balcony, connecting door and Console Nintendo Wii (available on MSC Divina, MSC Splendida, MSC Fantasia).

    • What equipment is available in Yacht Club Suites?

      Complete complimentary mini bars, Interactive widescreen television with radio, safety box, hairdryer, telephone, balcony, Marble bathroom bathtub, Exclusive Egyptian cotton sheets and bathrobes Nintendo Wii consoles (available on MSC Divina, MSC Splendida, MSC Fantasia) and 24 hours butler service. 

    • Can telephone calls be made from my cabin?

      Yes, at no cost if the call is to other cabins or to the ship’s facilities (i.e. shops, Guest Services, SPA). For outside calls, a fee will be charged on your on board account; rates and instructions are available on board.

    • Is there a safe deposit box in the cabins?

      Safe deposit boxes are available in all cabins.

    • Are there cabins for passengers with disabilities or reduced mobility?

      Yes, all ships in the fleet contain a number of specially fitted cabins. These cabins should be requested at the time of booking.

    • Is cabin service available?

      Yes, cabin service is available 24/24h, by calling 99 from the telephone in your cabin (Reception-Guest Service).

    • Is there an on board laundry service?

      Yes, there is an on board laundry service, available for a fee. A price list is provided in the cabin, or by calling 99 from the telephone in your cabin.

    • Can I bring electrical appliances with me?

      The only electrical appliances permitted in cabins are: electric shavers and hairdryers, battery chargers and computers. Heat-generating appliances are not permitted.

    • Can I get in-cabin breakfast?

      Yes, in-cabin breakfast is served every morning (except on disembarkation day) from 7am to 10am. It is included in the Fantastica, Aurea and Yacht Club experiences, while it carries a fee of €/$3.50 for Bella. A doorknob menu is available in the cabin. To order breakfast select the items required and leave the menu hanging on the doorknob outside the cabin the night before.

    • What is a daily programme?

      It is like a daily newspaper, which is delivered to the cabin every evening for the following day. It includes important information about life on board, nautical peculiarities, timings of activities, dining, facilities, phone directory and more. Guests will also receive the Daily Specials, listing the day’s promotions. Copies are also available at the Reception-Guest Service.

    • What facilities are available for families with small children?

      All ships feature a Mini Club for children from 3 to 6 year old; Juniors Club from 7 to 11; Young Club from 12 to 14;  and Teens Club from 15 to 17. Additionally, babies from 6 months to 3 years old can play at the Mini Club with their parents and follow the MSC Babytime programme. Parents can leave babies between 1 and 3 with the youth staff at the Mini Club and enjoy the MSC Babycare playing activities. All children can be signed up to the Clubs at no cost.

    • Why do the cabins have different prices?

      The price of the cabins depends on the different experiences (Bella, Fantastica, Aurea and Yacht Club) which include various services.

    • What will the temperature be like on board?

      MSC ensures 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 are the payment methods on board?

      All on board purchases are made with the personal cruise card, eliminating the need to carry cash or credit cards. Cash deposits can be made or a credit card can be registered to the cruise card at any time during a cruise.

    • Is there a daily programme provided?

      Each evening a detailed programme for the following day will be delivered to your cabin. It contains all the key information about various activities and entertainment options available.

    • What is the MSC Voyagers Club?

      MSC Voyagers Club is the Loyalty Programme for MSC guests. It is MSC Cruises’ way of rewarding its most loyal customers.

      Please consult MSC Voyagers Club Terms & Conditions for further information.

    • Why should I enrol in the MSC Voyagers Club?

      The MSC Voyagers Club is free and easy to join. Being a member of MSC Voyagers Club is a great way for cruise lovers to experience life on board and ashore, while earning you fantastic privileges and services. The more you cruise with MSC, the more your privileges grow.

      Please consult MSC Voyagers Club Terms & Conditions for further information.

    • How much does it cost to become a MSC Voyagers Club member?

      Joining the MSC Voyagers Club is free of charge. 

      Please consult MSC Voyagers Club Terms & Conditions for further information.

    • How do I become an MSC Voyagers Club member?

      Membership applies to all guests of MSC Cruises who have taken at least one cruise with MSC since 2006 and can be issued to guests from 0 years of age. You can apply for MSC Voyagers Club membership in the following ways:  • By completing the online activation form available if you have a booking confirmation; • By applying on board with the help of the Cruise Consultant at the MSC Voyagers Club Information Desk;   • After the cruise, by completing the online application form available at www.mscvoyagersclub.com After becoming an MSC Voyagers Club member, you will be issued with a Voyagers Club card and a membership number, which should be provided at the beginning of the next cruise. Please consult MSC Voyagers Club Terms & Conditions for further information.

    • What can I do with my MSC Voyagers Club points?

      MSC Voyagers Club points entitle the Voyagers Club member to receive discounts when booking an MSC cruise, and to enjoy privileges and offers during their MSC cruise. Discover all privileges and discounts matching each level of membership visiting the dedicated webpage.

      Please consult MSC Voyagers Club Terms & Conditions for further information.

    • How can I increase my MSC Voyagers Club points?

      MSC Voyagers Club members will earn 100 points for every $/€ 150 of pre-paid services purchased before the cruise on MSC packages and services included in the cruise booked. You will earn 100 points for every $/€ 150 spent on board (excluding casino expenses).    Assigned points for onboard expenses (including pre-boarding purchased shipboard credit) will only be applied to the MSC Voyagers Club Card holder making the final payment. Points are credited to the member’s account after the cruise is completed.      The number of MSC Voyagers Club points earned will determine the level of membership:  - Welcome Membership: 1 confirmed booking Classic Membership: 1 to 2,199 points  Silver Membership: 2,200 to 4,299 points  Gold Membership: 4,300 to 9,999 points   Black Membership: 10,000 + points    Please consult MSC Voyagers Club Terms & Conditions for further information.

    • Are there any benefits in becoming an MSC Voyagers Club member?

      Yes, being part of the MSC Voyagers Club will give access to a series of privileges according to level of membership. For the full list of benefits, please visit the dedicated webpage.

      Please consult MSC Voyagers Club Terms & Conditions for further information.

    • What shops will I find on board?

      All ships have duty free and tax free shops, hair and beauty salons and photographic services. Prices are published on board. All MSC Yacht Club guests (on board MSC Divina, MSC Splendida and MSC Fantasia) can enjoy private shopping opportunities, exclusive viewings of selected jewellery in their suite and personalized delivery of purchased items to their suite.

    • What are the shop opening hours ?

      Opening hours are listed in the Daily Program programme sheet which is delivered to the cabin each day. Shops are normally open while at sea and during the day.

    • Is there Duty-Free on board?

      Yes, MSC Cruises has a wide range of duty free and tax free shops on its fleet.

    • What credit cards are accepted?

      Visa, MasterCard, American Express, JCB, and Diners Club.

    • What are the payment methods on board?

      All on board purchases are made with a personal cruise card so there is no need to carry cash or credit cards.

    • 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.

    • Can I purchase photos or DVDs after the cruise?

      Unfortunately, at this time you cannot make any purchases after your cruise. If you wish to buy photos or DVDs, we advise that you do so during your cruise.

    • What happens in the event of rough seas or bad weather?

      In case of bad weather all the entertainment activities take place in the main lounges of the ships.

    • Which kind of activities can I find on board?

      The following activities are regularly scheduled across the fleet:
      professional  dance classes;  fitness  classes ; pool games; arts & crafts; dance nights; team games;  theme parties;  board games; karaoke; talent contests; fun nights; quizzes; sports activities (ask the entertainment staff for more details).

    • Are there any kind of daytime activities during port days?

      Entertainment varies between itineraries. Activities are also scheduled during port days, including but not limited to: professional  dance classes;  fitness  classes; games, and so on.

    • Are there additional costs for the performances?

      It is free for guests to attend the performances held on board MSC cruise ships.

    • Is there a fee for the 4D cinema on board?

      Yes, the fee for the 4D cinema onboard MSC Fantasia and MSC Splendida is €6 per person. Please note that rates may be subject to change.

    • What type of shows can I expect on board?

      A diverse variety of performances is programmed for each evening: international musicals, classic and modern songs, dance, mime acts, magicians and jugglers. The entertainment staff will do their utmost to make every cruise enjoyable. The evening performance is announced in the daily on board programme, which is delivered to the cabin.

    • Is it necessary to make reservations for the theatre?

      MSC Cruises has built large theatres on all ships to ensure every guests has a comfortable, quality seat. Guests can attend one of the two nightly seating plans, which are identical to the restaurant service seating plans. Performances are repeated twice per evening, which means there is room for everyone. On board of the renewed MSC Armonia, MSC Sinfonia, MSC Opera and MSC Lirica ships, there can be up to three seating’s for the evening shows. On these ships it is possible to book your preferred seating.

    • What is Satellite Internet Access and how does it work?

      When at sea, it is not possible to access the internet using a high-speed broadband connection as you would on land. Instead, internet connectivity on board is provided by links between the ship and communications satellites in orbit far above the Earth.

    • Why is Satellite Internet Access slower than a normal connection on land?

      Your internet data needs to travel vast distances between the ship’s antennae and the nearest satellite, and it needs an unobstructed line of sight between them.

      A number of things may interfere with this, like storms and large objects that can block the signal, such as steep mountains close to the ship or tall buildings in ports. This interference can result in slow response times or even the system becoming unresponsive.

    • When is the best/worst time to use Satellite Internet Access?

      The peak use periods for internet use on board tend to be first thing in the morning or when large numbers of guests return from shore excursions. During these periods, congestion can make internet access slower, just as it would on land.

      It is therefore best to avoid these periods if possible.

    • Where is Satellite Internet Access available on board?

      Satellite Internet Access is available in all public areas of the ship and in most cabins, including all MSC Yacht Club suites. All you need is one of our Satellite Internet Access packages and a mobile internet device (smartphone, tablet, laptop, etc.).

      You can also access the internet without the need for a mobile device, by using the computers in the Internet Café on board.

    • Which Satellite Internet Access packages are available?

      We offer a choice of three different packages to suit different needs and numbers of devices (smartphones, tablets, laptops, etc.). They are all available either per day or, at a reduced rate, for the whole of your cruise.


      • Social: Access for 1 device to social networks and chat apps — Facebook, Twitter, Instagram, LinkedIn, WhatsApp, Snapchat, WeChat Pinterest, VK, Odnoklassniki, Sinaweibo, Qzone and Line. 

      Surfer: Access for up to 2 devices to social networks, chat apps, email and web browsing with standard bandwidth priority. Limit of 170 MB per day or 800 MB per cruise**. No audio or video

      • Streamer: Full internet access for up to 4 devices, including audio and video streaming, with maximum bandwidth priority. Limit of 340 MB per day 1.5 GB per cruise** **limits valid for 7-day cruises. The MB of each “per cruise” package depends on the length of the cruise

    • How much does each Satellite Internet Access package cost?

      Each of our packages is available either per day or, at a reduced rate, for the whole of your cruise. The “per cruise” rate is based on the length of the cruise.  To see prices for a specific cruise, go to the “Enrich your cruise” section of the website or consult the ship's network while on board.

    • Can I change from one package to another?

      Yes, it is possible to change from a "per day" to a "per cruise" package. You can also upgrade to a more comprehensive package either for a single day or for the duration of the cruise. If you purchase a "per cruise" package and subsequently choose to upgrade to a more comprehensive package for a single day, you will revert to your original profile once the 24-hour upgrade period has expired.

    • Can I access the internet on board even if I don’t have a mobile device?

      Yes, you can access the internet without the need for a mobile device, by using the computers in the Internet Café on board.

    • Do you also offer “per minute” Satellite Internet Access packages?

      All our packages for mobile devices offer Satellite Internet Access either for 1 day or for the entire cruise. If you want to access the internet for just a short time you can use the Internet Café, where you pay a fixed amount for the first 10 minutes and a per-minute rate thereafter.

    • Why is Satellite Internet Access more expensive than a normal connection on land?

      Providing internet access on board via the ship’s satellite connectivity involves significant investment in cutting-edge technology. The fees charged to those using the Satellite Internet Access service help cover the considerable costs of providing the service.

    • Is the price for Satellite Internet Access the same on every ship?

      Yes, our package prices are the same for all of our Guests on every ship in our fleet. The price of "per cruise" packages depends on the length of the cruise.

    • Why does my internet connection cut off after [XX] minutes?

      When a user is logged on, updates and apps running in the background can increase traffic even when he/she is not actively using the internet. In order to reduce congestion and speed up internet access for active users, the system will automatically disconnect each user after XX minutes.

      To avoid being disconnected, you can return to this page before the XX minutes have elapsed and RESET the countdown.

      If you are automatically logged out by the system, you can reactivate your connection by simply clicking START.

    • The package details include an allowance of MB per day/per cruise. What is a MB?

      MB stands for 'megabyte', which means 1 million bytes. It is a measure of the amount of information sent or received across an internet connection.

    • What happens if I use up all the MB allowance included in my package?

      Yes, if you have purchased a Surfer Package or Streamer Package and you use up all the available MB, you can purchase an additional MB allowance, which will allow you to continue accessing the internet