Crew members aboard MSC cruise ships, particularly the MSC Seaside, have raised serious concerns about the company's handling of their "Better Performance Bonus" and working conditions on board. A crew member who wishes to remain anonymous shared details of the ongoing issues, which include inconsistent bonus payments, inadequate working materials.
According to the crew member, MSC implemented a "Better Performance Bonus" scheme over a year ago in response to a high turnover rate, with many employees leaving for better opportunities. The bonus, supposedly tied to passenger satisfaction, promised an additional $450 to employees if satisfaction scores were met. However, the crew member reports that in September, many ships, including the MSC Seaside, received a score of zero, leaving employees without the bonus they were counting on.
The crew member claims this bonus is only paid to employees on MSC ships operating in the United States. On ships in Europe, Brazil, and other regions, employees are allegedly left in the dark about the score calculation, with their bonus payments at the mercy of the company's discretion. The attached document the crew member sent us from MSC management, titled "Better Performance Bonus - September's Payslip Update," acknowledges a bug in the bonus calculation and promises that arrears will be paid in the next payroll cycle. However, crew members are skeptical, suspecting this may be a tactic to delay payments.
The issues extend beyond pay discrepancies. The anonymous crew member described challenging working conditions aboard the MSC Seaside, reporting that cabin stewards often lack essential materials such as towels, sheets, and functional amenities to provide an acceptable level of service to guests. Damaged linens, and a general lack of maintenance make it nearly impossible, according to the crew member, to meet passenger expectations. This not only impacts guest satisfaction but also the crew’s income, as their bonus is tied directly to satisfaction scores.
Transparency and Accountability Needed
The crew member expressed frustration with MSC’s lack of transparency. They described the bonus as a “score game,” where MSC can control the payout by adjusting satisfaction ratings. A new manager reportedly recalculated recent scores, finidnig that they should have been high enough to trigger the bonus, raising questions about the accuracy and transparency of MSC’s rating system. The crew fears that anyone who tries to advocate for them may face consequences.
Crew members hope that by bringing these issues to light, MSC will take steps toward fair and more transparent practices for their employees across all regions.
