MSC Cruises review: Lost luggage

Booking [protected] - MSC Seashore from 12/14/25 to 12/18/25. My cruise card has ID Nr 67171. The missing suitcase belongs to my cabin mate.

Suitcases w/MSC luggage tags sat outside cabin door as instructed by MSC staff on 12/17/25.

On 12/18/25 one of our suitcases was not in designated spot in terminal. Every time I approached someone for help -- they told me they couldn't help me and they didn't work for MSC, despite having a nametag on.
We checked every table in the terminal.

I had to go back aboard ship to get someone from customer service to help. Berven, Sr Customer Service agent escorted me back to the terminal and he got Guest Port Services Pier Agent Soroush Alinaghian to assist us. We checked tables again.

On the table where our suitcase should have been, there was a similar suitcase left by another customer. It had a personal luggage tag with contact information on it and an MSC luggage tag on it. MSC called the patron and left a message on their voice mail.

We filled out a missing luggage form with the assistance of MSC Supervisor, Darlene Craig on the spot - 12/18/2025.

MSC called us when we were already at the Orlando airport, an hour away from Port Canaveral (we live in Washington State). They told us they had spoken to the Patron who mistakenly took our luggage and they were returning it. We had no means and no time to get from Orlando Airport back to Cape Canaveral. We asked if they would bring our luggage to us.

They told us they would mail it and we should expect to receive it within seven days.

We have never received our luggage. On 12/28/25 I sent a follow-up email with the missing luggage form and photos of everything and everyone involved as directed on their website to post cruise support. No one has ever responded to the email.

We have made numerous follow-up calls since 1/5/2026. On 1/15/2026 I was on hold for 45 minutes, sent to the escalations department, transferred to the post cruise support department and then got transferred again to the lost and found department -- the call "mysteriously dropped" at lost and found. No one seems to be responsible once your cruise is over.

We have photos and records of all actions taken. I am not attaching a photo of the missing luggage form because it contains personal information.

No one from MSC is responding or helpful.

HELP

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