MSC conducted an investigation which found that when the family booked the cruise in May 2018, they were told that there were no disabled cabins available for that particular cruise.
“They still booked the cruise and were asked to fill in the standard MSC Cruises’ special needs form.
“On this form, Jared Moonsamy clearly indicated that he was aware that there were no disabled cabins available, and that this would mean they would not benefit from the additional comfort and convenience of such special cabins,” said MSC.
After returning from their December cruise, said MSC, Moonsamy lodged a complaint with Flight Centre, which was then referred to MSC Cruises’ customer service centre.
“As a gesture of goodwill, MSC Cruises offered Mrs Moonsamy a discount on a future cruise,” they said.
The company said given that the Moonsamy family did not book a disabled cabin, and were aware of the implications of this, there were limits to what the MSC Musica staff could do to assist.
In a previous response from MSC to Moonsamy, a customer care consultant apologised to the family for the behaviour of inconsiderate guests who smoke in undesignated areas.
“As much as possible, the staff do monitor the cabins and public areas to ensure guests do not smoke and violate the ship regulations.
“However, it is not possible to monitor the cabins and public areas constantly and we are to an extent reliant on passenger co-operation in all regards,” she said.
With regard to the disabled deck area, the company said it was regulated by the MSC Musica staff and clearly demarcated.
“All on-board staff receive special in-house training so that they are aware of the needs of passengers with disabilities and are able to give them the necessary assistance,” they said.