MSC Cruises has made unannounced changes to its onboard Baby Care service, replacing a previously free offering with a paid model, prompting confusion and frustration among some guests.
The cruise line has confirmed that the service has “been updated over time”, moving away from its earlier structure which included complimentary childcare sessions.
However, the lack of a clear public announcement means some passengers only discovered the change after booking, when they expected the service to remain free.
Under the previous system, parents could leave their babies with trained youth staff during two daily time slots, typically from 10am to 12pm and 5pm to 7pm.
Guests were able to book one or both sessions, subject to availability, with a maximum of 15 babies allowed in the Baby Club at any one time. The service was included at no extra cost and provided parents with onboard flexibility while remaining contactable if needed.
MSC confirmed the shift in a brief statement, saying:
How The New Baby Care Service Works
According to updated information on MSC’s website, the Baby Care service now offers extended availability of up to eight hours per day, significantly more than the previous fixed time slots.
The service still allows parents to leave their child with qualified staff in the Baby Club, where babies can play in a supervised environment.
However, the key difference is that the service is no longer complimentary, with charges now applying. MSC has not publicly listed pricing details, making it difficult for guests to plan ahead or compare value.
While the increased availability may appeal to some families looking for greater flexibility, others have expressed disappointment that a once-free service is now an added cost, particularly when this was not clearly communicated at the time of booking.
Frustration Over Lack Of Communication
The biggest concern among affected cruisers appears to be the way the change has been introduced. Without a formal announcement or clear notification during the booking process, some passengers say they planned their holidays under the assumption that free childcare would still be available.
For families travelling with infants, onboard childcare can be a significant factor when choosing a cruise line.
The shift to a paid model, combined with limited transparency, risks undermining trust among those who feel the offering has effectively been downgraded.
At the same time, MSC’s move reflects a broader trend across the cruise industry, where lines continue to reassess complimentary services and introduce new revenue streams while attempting to balance guest expectations.
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