COMPLAINTS

...and how to make them! Please read carefully!
Complaints addressed to:
Starlight | MSC | Cruising SA | Customs & Immigration | Port Security

The old addage that you cannot please everyone all of the time is very true! Regrettably, somewhere, somehow, some people will always find a reason to complain!
The problem is that more often than not, complaints are directed at someone who is either not responsible to handle the complaint, or has nothing to do with it in the first place!

At the outset, let me explain the role of some players involved in this industry:

Starlight Cruises

Starlight Cruises are the primary booking agents of the Mediterranean Shipping Company, with it's head office in Italy.
Starlight Cruises only handle the booking of tickets for these cruises on behalf of MSC. They do not run the ship! (Even though we all refer to the cruises as Starlight's...by rights this should be MSC and not Starlight)
In order to offer the South Africans a local 'flair' to their cruises, Starlight employ entertainers at their own cost and deploy them on board. Traditionally, MSC would only supply Italian and other foreign speaking entertainers and the local entertainers are added for your benefit!
Starlight's terms and conditions of travel MUST be read!
Let me give you an example...Starlight sell tickets for a cruise SIxx, then after a while, MSC will inform Starlight, that they have chartered that particular cruise to another company, and revised the booking terms for that cruise. Starlight will then inform the existing passengers of these new terms as laid down by the Charter Company and MSC. It is posssible, that you may need to change your cruise to another date that MSC has offered. To complain about something like this, would mean that you should complain to MSC and not Starlight. If you complain to Starlight, they will forward your complaint to MSC anyway and act as a mediator on your behalf!!

What complaints may be directed to Starlight?
1. Anything regarding the actual booking process of your tickets.
2. The local entertainers on board.
3. The staff attitude at a Starlight Office.

The "subject to change clause" in Starlight's Terms and Conditions
As explained above, Starlight take their instructions from MSC being their booking agents.
an example...
You purchase a ticket and at the time of booking no specials were available, but a few weeeks later, specials are announced by MSC and you will then be upset because you did not get that special. This unfortunately is something that is 'standard' in the international travel industry and you may not amend an existing booking.
It is to be noted that ALL cruises, destinations, specials etc. are SUBJECT TO CHANGE AT ANY TIME and without notice !

How to make a complaint?
Firstly, the best thing to do when you have an issue, is to have it sorted out immediately.
At the harbour you may ask for the Starlight Manager on duty.
On board ship you may ask for the Starlight Cruise Director. He is your liason between MSC and yourself.
You may call Starlight in Johannesburg on 011 807 511 or Durban on 031 303 3572.

MSC - The Mediterranean Shipping Company

The ship is operated and owned by MSC Italy.
The MSC on board staff are predominantly foreign. There are some that cannot speak English! N.B.

What complaints may be directed to MSC?
1. Anything regarding the ship itself.
2. The foreign entertainers on board.
3. The food on board.
4. The MSC staff (They are in a different uniform to the Starlight Staff).
5. The facilities on board (gym, casino, decks, theatres etc.)
6. Anything related to the Accommodation on board.

How to make a complaint?
Firstly, the best thing to do when you have an issue, is to have it sorted out immediately.
Should you have a complaint on board, immediately speak to the Hotel Manager or Front Office Manager at the Reception area on board. You may also ask the Starlight Cruise Director on board to assist you.
Should you not have any joy and wish to take it further, call MSC in Durban on 031 360 7911 or via their website.

Cruising South Africa

Cruising South Africa, a division of Dreamweaver Holdings Ltd. is the appointed shuttle operator to Starlight Cruises.
We are also accredited booking agents of Starlight Cruises, MSC, Princess Cruises and Costa Cruises.

What complaints may be directed to Cruising South Africa?
1. Anything regarding your booking that we made with Starlight / MSC / Princess Cruises / Costa Cruises on your behalf..
2. Anything regarding our staff.
3. Anything regarding the shuttles from the Durban airport to the harbour and return.
4. Your international cruise booking that we made on your behalf.

How to make a complaint?
Firstly, the best thing to do when you have an issue, is to have it sorted out immediately.
If your issue is with the airport shuttle service, speak to a shuttle manager at either the airport or at the harbour.
You may call us in Durban on 031 463 1681 extension 1.

Customs and Immigration

These Governemt Officials are very strict.
Sadly, they are generally not very friendly people whilst on duty and having an altercation with them is certainly not advised.

What I recommend are the following:
1. Make sure that your passports are valid and DO NOT leave them at home.
2. Do not have any contraband items in your luggage.
3. No sharp objects like knives, scissors, nail clippers etc. should be in your luggage or on your person.
4. No guns allowed!
5. Do not have alcohol in your luggage.
6. Be patient! They work very slowly and this can frustrate many people. Simply 'grin and bear it'

There is no one you can complain to unfortunately. They are the 'law' no matter how right or wrong it may be.

Port Security

Port Security handle your luggage to and from the ship, as well as the parking and traffic congestion in the harbour.
They also assist customs by checking your luggage during the check in process.

To complain about them or their service, you will need to ask for a Port Security Supervisor at the harbour.

We trust that this guideline will assist you in directing your complaint to the correct people. E & OE