uktog

Isn’t this the sort of information that the travel agent should have already eg we’ve changed the process here’s how we do things now. No wonder some agents are beyond frustrated

I’m not voting because my answer very much depends on what I think my friends tolerance is for being able to ride out precruise IT and website issues. I’d also be influenced by their past precruise experience with other lines. Previously I would have answered yes to a poll like this now it certainly wouldn’t be an automatic yes and could even be a no on balance

As I understand they did. Their call they say was not returned

Our circular nightmare continues regarding changing a booking due for payment agent calls in my presence call handler advises I not TA should email in Email 1 sent - no reply Email 2 sent 14 days later - auto reply saying if it’s urgent to call Call made advised it’s a TA booking the agent has to call Agent calls - I was not present this time but I believe the outcome was I have to email in I will be shortly and rather than reworking the booking this will be to cancel 25 days onboard. I will lose the deposits, it leaves a bad taste as this is not how Azamara used to be but we move on. In the meantime the TA is confirming a new booking around the rework we needed with an alternative cruise line. We could not wait. After this weekend my cancellation penalty would have been far higher.

No, it’s called supply and demand in old school language a basic economic principle that’s been around since the Stone Age

It’s called dynamic pricing. Stop stressing move on

I agree with looking forward there should certainly be new threads covering onboard experiences. However let’s not be only allowing the positive experiences of all sorts have to be covered and the experience of those subjected to the late cancellation is not entirely positive. Perhaps when I get my money back I will feel differently

Indeed the voucher is as I understand (though I’ve still not seen it) for only 30% of the value of the booking which you have to use for a future booking within 1 year at todays higher prices which reduces its value to under 20%. People who had cruises cancelled almost a year out got 40%. Those who had their May and June cruises cancelled six months out got 100%. Given how late the cancellation was, I feel Explora Journey have been so wrapped up in protecting the future sailings they treated those affected for 17 July rather shabbily. As I am still waiting for the refund and details of the voucher I’ll suspend final judgement on them until I see all the paperwork but on current form my November cruise with them (already paid for in full) may well be my first and last

That would be fun - but first we need to see our refunds etc 😃. I see a card dispute looming 😀

We were to Floris but after being cancelled on twice the shine had dimmed for now. Will be interested to hear how you find it

My preference is to work face to face with one of the largest agencies who put a lot of business Azamaras way. That does I accept mean my contact has multiple demands on her time. But it’s too difficult for her in the new set up. I’ve experienced it first hand sitting beside her listening to the call after over an hour of waiting, I was really taken aback at how the call was handled aka telling me not the agent to email them - still unanswered by the way. Azamara need a website that reduces not increases the volume of calls in to them and they need call handlers empowered to handle issues as they arise. They used to have that. That’s all I’m asking for.

My issue is refund and air flights refunds, no offer of reschedule

I appreciate you can ask your TA - I believe you’ve posted before it’s your daughter - anytime and she will do it for you, like Tgg my agent has other challenges to work around and even when the agent does get through the response is get the client to email in. Bottom line is the new way of working doesn’t work for many.

Doesn’t work for us. It’s too difficult planning a cruise or contacting them these days. A month ago I visited my agent we called we waited and waited. The call was answered the girl said she couldn’t deal with it I (not my agent had to email in). I did no reply I did again other than the canned reply telling me to call (which we did in the first instance) nothing. I don’t now care what it’s like onboard I can’t even sort out getting there !

It’s ridiculous we have to talk to our agents for things like this. I want quick answers and able to check up on things when I want to not when my agent is open. Im reading elsewhere of franchise agents being exhausted having to do so much and never getting a day off. Agents should be able just to concentrate on core booking and servicing and guests should have information available on the website

Still no communication 🥲. Obviously more interested in the current PR than putting it right for those who were so messed about. Their first chance to show they were really different has not been a success. I can’t get excited about pretty pictures or our November cruises until the refund is in my account (especially as the replacement holiday cost us so much being a last minute booking)

Veranda to move to club continent Onward last November was $2000. We didn’t think it was worth that. Again the rooms stayed empty all cruise.

I’m just looking for communication 😀

I think people are looking for transparency somewhere not though in this article about the adequacy of the refund process. Some cancelled guests are implying they’ve had different arrangements to others. I think everyone is hurting a little from the late cancellation and how it’s impacted on their wallets and plans so will be looking for some more “sympathy” from Explora. A little nod to understanding the upset whilst celebrating the launch would go a long way I’m sure

The last time they tried this experiment they broke up teams that were working well and then in due course had resignations. Some believed the resignations were in part due to this rotation activity. It’s hard for a senior officer on a c12 week contract to arrive, take over and then effectively run their operation if they are jumping in and out of different teams. Sounds like a school kid out of College bright idea for spreading ways of working around an organisation- there are more downsides to this idea than benefits and sharing practices can be done in many ways without physical presence. I hope this is just a rumour

Let’s hope they have some cents left to put things right for those whose July holiday plans were so disrupted. Has anyone had anything paid back yet or got any response to their communications re the very low recompense?

Now they must really step up for those who were let down and communicate with them again

I’m interested too as it makes our 30% even more disappointing

So a false alarm ruined many people’s original plans. Maybe as they haven’t had to pay for huge refit costs or additional cancellations they can be more “generous” to those impacted. The 30% voucher only valid for 12 months is meaningless given the price increases now applied

We went single vendor flights hotel transfers and still it was screwed last night as they never came to collect us at the airport but they are reimbursing the taxi onboard the boat so good quick response. Being such late bookers our excursion plans cannot be finalised until onboard but we were impressed about the variety on offer - so we can do both wine and non wine