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Frequently Asked Questions

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Questions

    • How does the boarding 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. Tt 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.

      To check-in online: 

      1. Enter your booking information. You will find a section dedicated to you. 
      2. 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?

      Two pieces of luggage per person is the accepted limit*.

      *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.

      Two days 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?

      Parking can be purchased through MSC Cruises in most ports of embarkation. We recommend booking this service by phone please call our call centre or your travel agent for details and rates.

    • 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 bought on board.

    • What credit\prepaid\ debits 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 didn’t collect 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 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 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?

      Find out more here.

    • What additional costs should I plan for?

      Onboard bar purchases will incur a 15% bar service charge, automatically added to 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?

      In line with global standards, smoking areas on board are fewer than non-smoking areas and are indicated by signage and ashtrays. Smoking (including e-cigarettes) is not permitted in cabins, on cabin balconies and anywhere not expressly indicated by signage and ashtrays. The Company reserves the right to levy a fee should passengers 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.

    • 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.

    • Security Guide: How do I report a crime on board?

      To report any missing person or criminal activity while on board, we recommend to immediately dial Tel 99 for prompt assistance (Reception – Guest Service). For detailed information on Crime Response please click here.

    • How does MSC Cruises protect the health and safety of guests from Covid-19 during an MSC Cruises holiday?

      Your health and safety will always be our utmost priority. The enhanced health and safety measures are designed to ensure that MSC Cruises preserves the holiday experience from booking to on board. MSC Cruises is continuously assessing developments in response to the COVID-19 situation and will adapt the health and safety measures as needed. For more information visit our Health & Safety page.

    • Does MSC Cruises offer assistance to passengers with disabilities or reduced mobility?

      Yes, MSC Cruises and its staff are constantly striving to provide the best service possible for all guests, including those of reduced mobility or disabilities.

    • Can I bring medicines on board?

      Yes. If possible, they should be carried in hand luggage. We also advise our guests to carry the list of medicines they intend to take on board with them, to allow on-board medical staff to provide assistance in the event of a medical emergency.

    • How can I let MSC Cruises know about my special needs?

      MSC Cruises should be informed of all special needs via the Special Needs Form, which is available online and at all accredited travel agencies. In addition to the Form, a medical certificate confirming that the guest is fit to go on a cruise may be requested.

    • What medical service is 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. Excluding emergencies, medical services carry a fee and prices are available on board. Guests who incur medical expenses during their cruise can ask their insurance company for reimbursement once ashore.

    • Are there special menus for coeliac passengers or for those with food allergies/intolerances?

      Guests with food intolerances and/or allergies must inform MSC Cruises of their needs via the Special Needs Form and, once on board, confirm their requirements at Reception-Guest Service and/or with the Maître d’hôtel. We provide tailored menus and solutions to meet everyone's dining requirements: Vegetarian Menus: of delicious specialities, freshly prepared to the gourmet standards for which MSC is renowned; Kosher meals (pre-packaged breakfast, lunch and dinner) may be available on board for an additional charge starting from €25 pp/day. Kosher meals can be consumed in the main restaurants and must be booked at least 3 weeks before ship’s departure. Halal products (beef, lamb and poultry) may be available on board following former request of the guest at least two months before departure; Gluten-Free Menus** are prepared by skilled personnel in dedicated kitchens on board.   MSC Cruises has obtained a certification from Bureau Veritas to provide gluten-free menus worldwide (food code: 20 ppm) in the main restaurants of All Ships. Please check availability when booking.   **On MSC Armonia, MSC Sinfonia, MSC Opera and MSC Lirica guests can find only a limited selection of pre-packaged gluten-free snacks such as, biscuits, croissants, sponge cakes and muffins.  

    • Do on board staff receive special training in providing assistance to passengers with disabilities or reduced mobility?

      All on board staff receive special in-house training that sensitizes them to the needs of passengers with disabilities or reduced mobility, and which prepares them to provide any necessary assistance.

    • Can I undergo dialysis treatment on board?

      Peritoneal dialysis may be performed at the on board Medical Centre, if the guest brings all necessary medicines and equipment. The equipment and machines used for haemodialysis treatment are carried on a limited number of cruises.

    • Are there excursions accessible to passengers with disabilities or reduced mobility?

      The majority of excursions are fully accessible, however we would recommend that all our guests to read-through the programme of available tours at the Excursion Office on board.

    • What is the deadline for notifying MSC Cruises of my special needs?

      Guests should inform MSC Cruises of special needs at the time of booking, or at the latest two working days before departure. After this deadline, we may be unable to provide the level of assistance required.

    • Can I travel with my guide dog?

      Properly trained and certified guide dogs are allowed on board, provided they are in good health and have all documents required for entering the countries visited during the cruise. The guest will be informed in advance about the kind of accommodation provided for the dog, any facilities provided and the procedure for embarking and disembarking. Guests are personally responsible for the custody, feeding and general care of the animal.

    • Are there signs for passengers with visual disabilities?

      All MSC cruise ships are fitted with Braille signage in public areas, in lifts and at the entrance to cabins. There is also a voice system in lifts on Fantasia and Musica class ships that announces the floor in English.

    • Who will handle my special needs request and how will it be treated?

      All requests are sent directly to MSC Cruises and reviewed internally. Some requests may require closer examination from a practical or medical point of view, which will be carried out by a specialized internal committee. In all cases, passenger details will be handled with absolute discretion, in accordance with our privacy policy.

    • How soon will I receive a reply to my special needs request?

      If requests are received during working day, responses are sent out immediately. In some cases, however, closer examination may be necessary and replies may take several days.

    • Could MSC Cruises refuse my booking or deny me boarding?

      Refusal of a booking or denial of entry would only happen in the interests of ensuring the safety of guests and the crew, which is of paramount importance.

    • Can a passenger with reduced mobility travel alone?

      Yes, provided that they are fully independent.

    • Which areas of the ship are accessible to passengers with disabilities or reduced mobility?

      All decks and public areas of our ships are accessible to guests with reduced mobility.

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

      Yes, all ships in the fleet contain a number of specially fitted cabins with extra floor space and more room for movement. These cabins should be requested at the time of booking.

    • Can I bring my Mobility Scooter on Board?

      Yes, you can. Scooters must be stored and batteries recharged in your cabin which is fitted with 110V sockets (US type sockets) and 220V sockets (German type sockets) avoiding to connect when using the hairdryer. Keep in mind that the scooter minimizes the available space within your cabin. Due to safety considerations, wheelchairs and scooters cannot be stored in the corridors. Your personal scooter should be able to fit in a standard cabin with a limited entry doorway (58 cm on MSC Divina and MSC Armonia, 68 cm on MSC Lirica, MSC Sinfonia and MSC Opera, 62 cm on the others). If your scooter is larger than the dimension reported for your chosen ship, you should book an H cabin or rent a smaller scooter. Segways and other similar vehicles cannot be operated on board. They shall be confiscated and can be taken off the ship to be used while in port.

    • What do you need to know about MSC Cruises’ policy for travel to regions that have been declared affected by the Zika virus?

      The Centres for Disease Control and Protection (CDC) has issued guidance advising against travel in zones affected by the Zika virus for women who are pregnant and their partners as well as for women who are trying to become pregnant. 
        
      In connection with this, MSC Cruises offers pregnant guests and the people travelling with her in the same cabin the opportunity to cancel free of charge their cruise to countries affected by Zika or  rebook using cruise credit to another destination of their liking among the worldwide destinations that MSC Cruises offers to be utilized within a 24 month period. Guests should provide a copy of a medical certificate confirming their existing pregnancy.  Free  cancellation and the rebooking will be regulated by the relevant Booking Terms and Conditions.
        
      Guests who wish to find out additional information about the Zika virus should either contact their health care provider physician or visit the CDC Website: 
      http://www.cdc.gov/zika/  
      http://www.cdc.gov/zika/hc-providers/pregnant-woman.html  
      http://www.cdc.gov/media/releases/2016/p0801-zika-travel-guidance.html

    • 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.

      To discover all the privileges please click here.

    • 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 after the cruise?

      Yes, you can purchase the photos you’ve made while on board with our professional photographers on our dedicated My MSC Photos website.

    • 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.

    • How can I subscribe my children to the Kids’ clubs?

      You can register your children for the Kids’ Clubs on board or complete the subscription form online before boarding. Once on board just bring us the printed form, along with your Cruise Card and those of your children.

    • What can babies and small children eat on board?

      All children on board our ships can enjoy delicious, nutritious dishes and varied, fun main courses. Our huge menu selection is designed according to children's tastes as well as their nutritional needs.

    • What kind of on board entertainment is available for the younger guests?

      There are ad-hoc programmes designed for every age group, as well as sports competitions, contests, quizzes, treasure hunts, and games in the swimming pool. A fully-equipped games room is also available with a vast selection of toys selected according to the needs of each age group. These range from board games, draughts, chess, stencils, art, blackboards, modelling clay, colouring, group games and much more.

    • Are the children's activities provided at an additional cost?

      No, the activites are free.

    • Can children register in the MSC Voyagers Club?

      Yes, MSC Voyagers Club membership is open to all ages. However, if you are under 18, subscription can only be completed by a parent or legal guardian.  The following information is required: name, last name and date of birth. Email is optional.

    • Is it possible to leave children on board while parents disembark for an excursion?

      Yes, provided that the miniclub staff is notified one day prior to the excursion. To ensure family activities run in a safe environment, some onboard services are subject to changes based on local regulations or other restrictions, in the context of the COVID-19 situation. MSC Babycare (dedicated to babies and toddlers under 3 years old) will temporarily be unavailable on board our ships.

    • Do you have special security for children?

      Every child is issued with an MSC ID wristband during embarkation. This wristband must be worn at all times during the cruise for security. On board MSC Meraviglia, MSC Seaside, MSC Seaview, MSC Bellissima and MSC Grandiosa, we offer Digital wristbands (for a fee), allowing you to see exactly where your little ones are at all times.

    • Do you have medical services for children?

      Every ship in the MSC Cruises fleet has a well-equipped modern Medical Centre on board. The Medical Centre is staffed by fully-qualified personnel, and benefits from 24/7 specialist paediatric telemedicine support. Over-the-counter medicines can be purchased on board.

    • What about help warming infant milk formulas and baby foods?

      All our restaurants and 24-hour Cabin Service are ready and happy to help, ensuring you can feed your baby swiftly on demand, for their and your own comfort.

    • Do you provide any equipment for parents with young children?

      We do everything we can to make life easier and as comfortable as possible for all our guests. Partnering with world-leader Chicco, we provide a limited quantity of beautifully-designed bottle warmers, strollers, bouncers and backpacks on board for your combined comfort and convenience. Among the shops on board, you’ll find a Chicco corner with a selection of great products for babies and toddlers, including nappies.
      Also a limited number of cots and highchairs are available on board, although please be prepared for increased demand for these during the high season. Please be sure that the travel agency sends your request for these items at the time of booking via e-mail.

    • How can we celebrate my child’s birthday while onboard?

      If you’re celebrating your child’s birthday during your cruise, you can make it even more fun by ordering a special Doremi cake. Just contact the Reception - Guest Service or the Maître d’hôtel for details.

    • What are my main duties as a parent/ legal guardian with a minor on board?

      Minors onboard must be supervised by a parent or a legal guardian at all times and are welcome at the activities onboard or at shore excursions, provided that a parent or legal guardian is present. Guests under the age of 18 are prohibited from disembarking the ship unless accompanied by a legal guardian or an adult duly authorised from the legal guardian to accompany the minor, by virtue of an official consent of the latter. Children cannot remain onboard if their parents or legal guardian go ashore, unless expressly authorized by the onboard staff.

    • Do you have a cashless payment system for children on board?

      Yes, we have our safe and convenient MySmartCard.
      This fun prepaid card of €50, €100 or €150 can be used by children to make small purchases on board and doubles up as a cabin key. Without MySmartCard parents authorize all purchases made by their children on board without any spending limits. You can purchase the MySmartCard directly on board at Reception - Guest Service.

    • What about swimming pool hygiene and safety?

      We have clear and simple rules to ensure pool safety. Babies in nappies are not allowed in the water and children under 16 must be accompanied by an adult. Swimming caps are optional, but flip-flops should be worn around the pool (and can be purchased in the shops on board).

    • Are there any areas not accessible by minors?

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    • 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.

    • Does the package cover the entire cruise?

      Yes, all packages have no data limits. You will have 24hrs access.

    • What is the main difference between Browse and Browse & Stream packages?

      With the Browse & Stream package it is possible to use video calls, stream music and videos. Those cannot be used with the Browse package.

    • How can I activate the devices once on board?

      Once on board register on the MSC Captive portal with the first device you want to use. Once registered you will automatically be directed to the activation page. Click on the START button and the device used will be registered. To register additional devices, log in with the other devices using the user name and password created during registration.

    • Is it possible to change devices once activated?

      No, if you activate a device, this device cannot be changed.

    • Is it possible to upgrade from the Browse package to the Browse & Stream one?

      Yes. You will be able to upgrade your package on board through the MSC Captive Portal (the website used to activate the pre-paid package). You can upgrade to a Browse package with additional devices or to the Browse & Stream package.  You will only pay the difference between the full costs packages (to preserve the 20% discount advantage).

Customer Service

If you would like any assistance, just give us a call!

Our staff will be happy to guide you around the website and provide assistance before or after your cruise. We’re here to help you in any way we can.


Telephone number  

+961 1 583 620

Opening hours 
Monday – Friday 08:00 - 16:00 
Saturday 08:00 - 13:00

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    Contacts

    MSC Lebanon - Cruises Division

    Lebanon - Beirut

    Gemayze - Saint Famille street

    Marine Tower Building

    Second floor

    Call us for more information

    + 961 1 583 620

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