Cruised for the first time with MSC aboard Fantasia in November 2019, we embarked in Genoa, doing a few places in Europe then went across to Brazil. We have cruised with other companies many times and have never experienced anything as bad.
At the airport - MSC representative was waiting at the airport for us - but there was no transport for us and had to wait 45 minutes for it arrive.
Embarkation - what a total unorganised fiasco. From arriving at the cruise terminal, to actually getting onto the ship took 4 hours! No communication at all, very poor customer service and no where to sit. Not just a handful of people but thousands were in that hall, with nothing to drink. There was no reason, the ship was ready and people were getting on, one at a time - just poor organisation and no one from MSC to help. We found this wasn’t the only time they expect you to queue with no communication. Actually I’ll class this as appalling.