rickip

New CEO (Donna Ritzenthaler) coming in May and new CFO (Alain Ferzli) joining immediately. That might give things a good shake (in a very positive way).

As far as I can tell, the staff is being kept in the dark about what is really going on. They are given scripts to follow and are not supposed to speculate or deviate from those. Having been a computer programmer in a previous life, I can well envision some of the things that appear to have gone wrong. But, it is beyond me why they have not yet been able to fix things. I mean, 5 months... seriously?

Mine was not corrupted. All was fine with it. I simply want to use a different one than before for personal reasons.

I just got off of an Azamara sailing a few weeks ago. The Loyalty person onboard advised me that I shouldn't expect any of the loyalty issues to be resolved until at least September. All I wanted to do was change the email address attached to my account, but she said they were unable to make any changes onboard. This is the first time I have looked at this thread/forum in and I cannot believe that nothing has changed/improved yet!!

The OBC was always quoted in US$, so we don't know how many CA$ we started with in their minds.

I'm guessing they'll use one fixed rate for each currency. Otherwise each Canadian passenger could potentially have a different US$ price for they excursion they purchased in CA$. We shall see...

Woohoo!!! I got a response to the support request form I submitted 4 weeks ago... Enough said. Dear Valued Guest, We hope this letter finds you well. At our contact center, we strive to provide prompt and efficient assistance to all our valued guests. However, due to the high volume of inquiries, we were unable to respond to your inquiry in real time, and for that, we apologize. We understand the frustration this may have caused and assure you that steps have been taken to prevent such delays in the future which include improvement of processes and additional resources to assist. In addition, we have been diligently working behind the scenes to resolve the types of issues you encountered. If, by any chance, your issue has not been fully resolved or if you have any further questions or concerns, we kindly request that you resubmit your question through our enhanced support form that allows our new dedicated team to better and more quickly address your need. Alternatively, you can call our Contact Center directly. Please visit our website to find the most suitable Contact Center phone number for your region. Our dedicated team is available to assist you promptly and ensure your concerns are addressed. Once again, we sincerely apologize for any inconvenience caused and appreciate your patience. We value your business and remain committed to providing you with the exceptional service. Sincerely, AZAMARA®

I had exactly the same thing with the Strawberries & Champagne... only in my case it was $247 (Canadian vs US Dollars?). I also asked for it to be removed, as I had no intention of having to pay for it. If they want to give me something, I would have rather have some free internet minutes. Re taking proof of what we paid for excursions - how are we supposed to figure out what exchange rate was being used (everything on our booking is in CADollars, but the onboard credits will be in USD).

Great to hear!! I don't suppose they'd consider making any unused OBCs refundable after all of the pre-cruise issues (and inability to apply them properly)

They might have duplicate accounts/profiles set up for you. I know that is the case for me. Initially, they had the wrong (new) profile linked to our booking (showing 0 loyalty). Then, they managed to link my original profile to the booking (showing Discoverer level). But, now, they're getting error messages saying that there's a name mismatch on the booking for the flights... (even though the names are identical on both profiles). I'm not sure which is worse... We leave in less than 2 weeks and I'm still not getting responses to my questions and issues.

Not as straightforward as it sounds when you're dealing with different currencies...

I'm still waiting for responses on "service tickets"... it's been 4 weeks since the most recent one was submitted (this has been ongoing since the transition mid-March!). We also leave in 2 weeks.

Ditto. It is very dubious whether or not my husband and/or I will actually even get to the port...

This is the case with many itineraries. The system is filtering the excursions based on inclusive dates. So, any disembarkation excursions offered are showing up on the switchover date for the following embarkation. Sloppy.

Isn't your daughter an agent? She should be able to explain it to you. Pretty much everyone was assigned a new number (with 0 points). There are now duplicate passenger records in the system. Heaven only knows how long that will take to reconcile.

Sorry, but I don't think it's too much to expect to have things sorted out before boarding and not waste my vacation time making my case onboard. My biggest issue with the way this is all being handled is the lack of any reliable communication channel. As a result, the left hand no longer knows what the right hand has already done. Sure there can be glitches in transitions like this, but there's no excuse for not being able to deal with and respond to concerns in a prompt, reliable and effective way.

I've used the booking support form (online) a couple of times now. The "quickest" response I got was exactly 4 weeks (!!) later - and, the person answering was confused because the situation had changed in the meantime. A waste of time on all sides.

I think they are backpedaling on those instructions which were sent out. Ran into all kinds of accounting challenges, especially with bookings in other currencies (OBCs in US$, excursions in a different currency). I was advised that this could "take awhile" to sort out.

Serious glitches if following the instructions in their email. First you have to get into the shore excursions section. Then, "book" the option saying that you want to use your OBC for excursions. Then, immediately (going back later does not work), select the excursions you want, work your way through to the payment screen, and then (you've got to love this part) "cancel" out of the payment screen (seriously). If you don't do it all in one continuous process, you need to go back and delete anything you already did (including getting rid of the "use my OBC") and start all over. On top of it, the pricing (in CA$) of the individual excursions changes depending on which step you are in... and, there is no indication of what kind of exchange rate they are using on the US$. So, it's impossible to know what your remaining balance on the OBCs is.

You sent it by "snail mail", or you found an email address? Wonder how long it will take before you get a response (if ever).

Really?? I thought everyone (agents and consumers and even Azamara staff) were linking to the same Seaware system, just with a different looking interface. Sure does not seem to be fully functional in Canada.

As far as I know, agents are accessing exactly the same booking system (Seaware), just with a different interface, and it does NOT work any better for them than for the general public. Also, my understanding is that the hold times for agents to get through to Azamara is often 4+ hours, with lines frequently being dropped altogether. Frustrating all around!!!