Richard Twynam

Dear Lahore,

Please allow me to clarify a little. I totally agree that you have been fair and measured. I sincerely apologise if a member of the team said that to you, that is not acceptable.

As I hope I tried to get across, we recognise we didn't handle this initially well, and I was pleased to read that we were able to accommodate you.

We have taken this case very seriously across our business in order to ensure it is never repeated.

Once again I apologise on behalf of the business.

Kind regards

Richard

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Hi everyone,

I'm afraid the simple economics of FeverTree being 8 times more expensive does not add up for this brand.

The reason Silent Pool was not on Quest was because we placed this product on cruises that touched the UK as we wanted to demonstrate how we were sourcing hyper local products.

I believe Schweppes is a great solution, however I will continue my discussions with head office to see if we're able to offer a wider selection.

Many thanks,

Richard

Hi Azamarajunkie,

As mentioned in the previous response under theocean suites question, the final deckplans for Pursuit are not finalised yet.Mosaics Café is a very popular part of the ship and it’s critical we get itright. Once we know more, we will tell you.

Many thanks,

Richard

Hi Procter,

As you're aware, we've been reviewing our onboard booking benefits. As a result for a variety of reasons, we have introduced a new category for first time cruisers with Azamara.

We wanted to retain the 3% discount as an entry level and as a consequence took the decision to enhance the discount for Adventurer, Explorer and Discoverer. Discounts on the remaining tiers are unchanged and continue to offer greater benefits in line with loyalty tier.

Many thanks,

Richard

Hi everyone,

Asa business, we are always trying to improve and the teams in Miami and in theUK work extremely hard and take a lot of pride in getting things right. We areon a journey to getting better and if you have any specific feedback, please shareit with me and I’ll take a look and come back to you. I believe I remain the only UK Cruise Managing Director to post their email on Cruise Critic. As a reminder, here it is again: RTwynam@azamara.com

In terms of port changes and terminal changes, we operate in ahighly dynamic environment and things change. We do our best to keep youupdated as often these things are beyond our control.

In terms of the commentsaround Greenwich and London, I’m actually meeting with Port of London Authority this Thursday with RCL Marine Experts as we continue our discussions to see if oneof our ships can still reach Tower bridge. We took the decision to announceGreenwich in order to give our customers clarity. Greenwichwill not change as the port, but we remain hopeful of delivering a Tower bridgeexperience.

With reference to Northern Lite’s question on second debarkgateway, please leave this with me whilst I gain a response for it.

Many thanks,

Richard

Hi Procter,

Thanks for your feedback. It is not without precedent in thetravel industry for people to charge 7p per minute. This is something wecontinuously review and will be doing so again during 2018 as we look to continuously improve our service.

It is worth noting that we typically update the website faster thananywhere else.

Many thanks,

Richard

Hi Phil,

Our standard single supplement has always been 200% asstaterooms are priced on 2 person occupancy. That said Azamara has always beenkeen to welcome single cruisers and where possible has offered a reducedsupplement (as low as 125%) across a range of itineraries. The growingpopularity and demand for our cruises has perhaps reduced the breadth ofitineraries that carry a reduced single supplement but we do have a number of sailings currently on sale with a 150% supplement.

It is certainly not our intention that single customersshould pay more than 2 people sharing, therefore a single guest booking our current promotion of Buy One Get One Half Off with free WiFi, today would in effect pay a 150% supplement.

Many thanks,

Richard

Hi everyone,

Sincere thanks for the feedback on this from everyone. Allow me toprovide some clarity.

The voyage was short one room because we had planned extraentertainment for guests on this cruise, which required an extra room. As a business it is not and has never been our policy to offload guests.

In very rare circumstances, we make a voluntaryoffer for a guest to take a different cruise if we are short. If theywere not interested, they can decline.

In the Australian voyage case, the message to the guest wasnot communicated or understood as voluntary, this was Azamara's problem and we accept full responsibility for this. As you are aware, in the end we were able tosecure the room and the guests sailed.

I would like to stress that NO guests were turned awayat the pier, it is not accurate to say anyone was left behind.

Many thanks,

Richard

Hi Belfastman,

You make a great point, this is an example of where we canimprove. Please allow me some time to investigate and I’ll come back to you.

Many thanks,

Richard

Hi everyone,

As a brand, we pride ourselves on spending more time in port andovernight than any other cruise line. The commercial reality of thismeans unlike many other cruise lines, the casino space is not a high revenuegenerator for the business and also has consistently been a space that has beenunderused by our guests.

The latest initiative is designed to test whether ornot the digital gaming gets a higher level of engagement.

Thank you for yourfeedback, and for your information, no decision has been taken for Quest yet.

Many thanks,

Richard

Hi everyone,

We are still finalising all our exciting plans for both the maidenvoyage and the christening celebration.

It is highly likely for regulatory reasonsAzamara Pursuit will be in Southampton a day or 2 earlier than 1stAugust. We are planning to provide a little 'sizzle' to the maiden voyageexperience. We have agreed with the operations team to not host ship visits on the same day as the maiden voyage though.

I am delighted to share with you that your UK Azamara team is planning to host a ship visit for our loyal LCVmembers on Azamara Pursuit in Southampton on Monday 13th August. More details to be announced very soon.

In relation to the christening, we are still working through all of the logistics. This will include social media live streaming of the naming ceremony. We will share more details when we have them.

Many thanks,

Richard

Hi everyone,

Yes, we are planning on sharing the Reimagine process of Azamara Pursuit. This will include but will not be limited to; timelapse footage as part of the transformation.

In addition, once we know the dates of some of the key activity that will occur, i.e. placing the giant Azamara round logo on the pool deck, we will also share that content. We also intend to take media partners to see the work in progress. I would anticipate that some of the senior officers will also share some updates via their social media channels as well.

Keep an eye out on the 4th April for social media coverage of Azamara Pursuit arriving into Belfast for her wet dock!

Many thanks,

Richard

Hi everyone,

The digital developments that were due to allow us to facilitate OBC for shore excursions online were scheduled to occur in the second half of 2017.

As some of you may have read, RCCL announced a far reaching digital transformation initiative called 'Excalibur' in the Autumn of 2017. This is really exciting for all of the brands and as a result, Azamara will move to a new shore excursion platform that will allow us to facilitate OBC for shore excursions and do much much more.

Azamara will be the beneficiary of outputs from this initiative during 2018.

Many thanks,

Richard

Hi everyone,

I receive more feedback about people’s personal taste on food andbeverage than any other item and it is impossible to keep everyone happy thewhole time. As a non gin drinker, I actually quite like our tonic waterselection onboard, but once again that's personal preference.

Sadly, the boutique tonic waters such as FeverTree are over 8 times moreexpensive, however I am pleased to share with you that Azamara will be changing to Schweppes tonic waterwhen the ships return to Europe this summer.

During July and August of 2017, I was personally responsible forplacing Silent Pool gin onboard Azamara Journey. As you may be aware, SilentPool is one of the most successful boutique gins in the country. Sadlyconsumption was so low that this was not viable moving forward, but it remainsunder review.

Many thanks,

Richard

Hi Procter,

The final deck plans of Pursuit are not readyyet as we are still working on the finishing touches on both the public areas and the guest staterooms.

It is likely that there will be no baths in the top suites, but it is worth noting thatcustomer feedback is that usage of the tubs is declining.

Once everything is finalised, we will of course update the website, the call centre and our Trade Partners. We hope to have this information with the next month.

Many thanks,

Richard