Terrible Service from MSC (office based in Windermere)

We recently booked a cruise which will be leaving on 23/02/2018. We went to the MSC office in Windermere to make sure everything is done correctly as opposed to dealing with the call center.

We were assisted by a young Indian lady.

She advised us that we need an unabridged birth certificate for my son and my nephew. We asked her what else we need and she said that we don't need anything else.

This morning (19/02/2018) my father-in-law went to the MSC office to query something. Then the same indian lady asked my father-in-law - "what about the passports for the kids?". My father-in-law then told the lady that she did not tell us about the passports. She then said "I thought that you saw the picture of the passport on one of the forms" - so she chose not to tell us that a passport is required for the kids. We had to pay R2,000 port charges as well.

This is totally unacceptable. We would have NOT booked the cruise if we knew that.

Staff that is *********** should be fired. They cost me so much of inconvenience besides for the money.

She probably receives commission so she just wanted to charge us extra to fill her pocket.

VERY DISAPPOINTING!!!!!