MSC CALL CENTRE SERVICE NEEDS IMPORVEMENTS

The service from the call centre needs to be improved.

I've tried to contact the call centre several times on the 1st of Feb 2023 between 16:00 and 16:30 and whenever it would would transfer me to an agent after entering my booking ref, it would seem the person that answers puts me on mute so that they don't have to answer the call.

Perhaps checking call logs between 16:00 and 16:30 on the 1st of Feb would uncover whether this was the case or not.

On my final attempt, i make it through to an agent by the name of Zweli. He sounds polite and helpful in the beginning but then fails to acknowledge my request to book and internet package for my cruise.

He requests my booking reference, and asks me to hold on, without any telephone etiquette i.e. "Kindly hold the line for me" but rather just "Just hold for me, Just hold for me" which he repeated several times.

After more than 2minutes of silence and speaking in the background, he is now ready to assist me.

We booked the required internet access package and as the transaction goes through, he is unsure of whether he is allowed to add the package 5days before the cruise and asks me if the date today is the 2nd of Feb.

Eventually he agrees that i can add it to my package and that all is good.

I was able to get what i had requested for, but it needed not be such a pain.

I hope my experience in the future can be better and this call with Zweli can be used in training the agents.

Best, Lee-Ryall