nonrev1

11 hours ago, ccsuwxman said:

Our problem is that two of our pre-booked excursions have gone DOWN in price.  Finally got through to an agent on the phone and then got an e-mail specifically stating that Azamara will NOT reduce the price from what we paid originally to the new price.  I guess it works both ways.

I have not been able to see excursions for a while.  But, Azamara  still allows you to cancel excursions up to 48 hours prior to your excursion.  What if you cancel it and then rebook it?  You do risk the possibility of not being able to rebook but canceling is an option.

If they are doing what they did at the beginning, everyone on the specific sailing will get an email telling them what time their check in time is.  For example: suites and top tier 1:30, discoverer plus and discoverer 2:00 and so on.  So, online check in to give an assigned check in time was not an issue.  

On 5/12/2023 at 6:06 AM, uktog said:

Ranking from least important to most I would put

Online check in

Accuracy of points

Claims I owe money (we all know that is a glitch)

Ability to pre book excursions using the method I want to use (and if I cannot a guarantee the onboard price will be the same as the pre board price)

Ship having the right information about my OBC and being able to refund in the correct manner

Access to accurate pricing and prompt answering of calls by fully competent agents evidencing the standard of customer care from the past

Flight arrangements being as advised to the guest and access to a priority answered phone line if there are issued.

 

Of course all this should be solved but its clear that is currently still beyond Azamara's technical competence.  

 

I agree 100 Pct.  Online check in is the least of your concerns.  There really is no need to check in online.  It might make it a smidge faster ……maybe.  They have everything there.  They will scan your passport, put in your credit card, for Japan we had to Covid test and show vaccine docs ….then you board the ship.  The  IT cutover (mayhem) started over two weeks before our cruise.  Even at the beginning of this, there were not issues checking in at the cruise terminal. 

2 hours ago, beatnix said:

I had the same experience this morning. Our cruise starts on May 30. Now I see the booking but it says:

CHECK-IN UNAVAILABLE

We’ll email you when you can check in online.

 

I will talk to our TA tomorrow because I do have nothing than the receipt of payment .

You really do not have to worry about checking in online.  They do have everything for being able to board the ship.    We checked in for April 3 in Japan when things were a lot worse than now and they also required  proof of Covid test and vaccines.  Check in took just a few minutes. 

Thanks.  Before our April cruise we were actually able to speak with someone and they advised that they would not honor the preboarding tour prices.  That is just crazy given the situation.  It's not as if we don't want to ....we are unable.  This is definitely a shame on Azamara issue that they can easily resolve.  

I must be out of miracles since I now have no cruises booked. I get it when people say not to stress.  I have already sailed with Azamara at the beginning of this mess.  There were issues onboard and the OBC and being able to prebook your excursions is one of them.   I am very disappointed that Azamara is raising the rates of excursions from pre cruise pricing to onboard pricing.  It would promote a little goodwill for those of us who want to book excursions in advance but have absolutely no way to do it.  And believe me, they need a little goodwill at this point.   

The issue I have on a future cruise cannot be resolved by my agent using the booking engine.  She needs to talk to someone.  She is unable to get through and has spent countless hours trying.   I don’t blame her for being frustrated and not wanted to deal with Azamara until this all gets sorted out.  

I also see an additional cruise when I sign in to my account.  It now shows Japan April 3 2023 as an upcoming cruise and shows a minus number of days.  I guess that means they are even working on the weekend to straighten this mess out.  Still no little pencil to book or even see excursions …no OBC. Maybe tomorrow.  

3 hours ago, G2G said:

Have you tried using a different browser, others have found their booking has different information depending on which browser they use. 

Thanks for the suggestion.  Yes, I had already tried that…plus deleting cookies and history.  

Without the stupid little pencil I can’t even get that far. 

Does anyone know if there’s a way to get the pencil back again?  I deleted all cookies and made sure I was signed out.  😢

I am so excited.  We got the email telling us we have OBC and how to book. Problem is it is still not showing in our reservation and we no longer have the little pencil on the right side to click on.  So, we can’t even open up the excursions that are available.  One step forward, one step back.  

11 hours ago, Mrs Miggins said:

 

I first emailed UK Customer Services in April - no reply - then resent it on May 9th.  On May 10th I received a regular email

 

Thank you for contacting Azamara. We apologize for the delay in our response.

 

Azamara is currently in transition, breaking away from Royal Caribbean Group. During this time, we are implementing our own programs and software. During this period, we know that some guests aren’t seeing their onboard credit and others are showing a balance due in error.

 

We have sent the balance due issue to our IT Department for correction. We apologize for any inconvenience this may have caused.

 

Our records show that Pamela started with xxxxx and has xxxxx remaining. Michael tarted with xxxx obc and has xxxx  remaining. While you may not be able to see or use this on the website, we do show this on your booking. We also have the ability to book shore excursions using your onboard credit. If you would like us to assist, please call us at 03444934016.

 

We look forward to hearing from you.

 

Following that yesterday  I received the same generic email that was posted by JMO115 above.

 

Sounds like your support in the UK is much better than ours.  Can we call that number, too?  

Thanks! 

What were the instructions they gave for booking excursions using your OBC?

It is more than three hours and no longer offer the option of pressing 1 to hold your place in line.  Apparently that did not work anyway as I never received a call back.  But I agree - it also sounds like they do not have enough staffing to handle calls.  This is not a big cruise line with mega ships......why can't they answer calls?  It seems there is more to this.  My agent is not selling Azamara.  She cannot get the bookings she currently has serviced and is wasting too much time just to get disconnected or not get through at all.  I have sent emails to guest relations and loyalty - no response or even an acknowledgement. Is anyone there? Were they advised not to respond to emails?  This week I did get a Welcome to Azamara email from Carol Cabezas. Very reassuring since I have over 20 cruises on Azamara.    

Its funny...(not really).  No communication from Ms. Cabezas about the IT meltdown, but this week I received a Welcome to Azamara email from her. Seriously, you can't make this stuff up.   

I have tried multiple browsers and cleared all cookies and history.  Does not work.  

I think if you start early in Tokyo or stay longer in Tokyo you can go to some inland areas pretty easily.  The train system in Japan is excellent.  I wish we stayed longer in Kobe.  We were there a little less than a day and a half.  The second day was Sunday and many things open later plus we had to be back to the ship around noon or 12:30?  So, the second day did not give us much time.  The first day in Kobe we went to Kyoto which we loved .  The second day we woild have gone to Nara but there was no time.  

We had the problem with tours charged on my credit card being credited to our account as a nonrefunadable OBC on our cruise at the beginning of April.  They said don’t worry we will fix it on the last day of the cruise.  I did not feel comfortable waiting for resolution until the last day.  Within the week they had it resolved.  
I get the whole timeline thing and how long it took to get certain things handled once onboard.  But at this point it is unacceptable.  It has been two months.  I did the waiting in line already and it sounds like it is getting better onboard now vs. at the beginning of the meltdown.  But, if I am paying a premium price for a cruise I want to get on the ship and have everything done correctly.  

I posted previously regarding being on ship and what info they had onboard.  At the beginning of April even onboard they were having trouble booking future cruises.  The cruise before ours they could not book anything.  We had trouble with excursions.  There were excursions we had cancelled well before boarding the ship and tickets for those cancelled excursions were waiting in our cabin. ( I had called Azamara prior to our cruise to find out why I never received the refund)  The excursions  were booked using a credit card.  Instead of crediting the card they made it a non refundable OBC. It took a while, but it did get sorted out.    We tried to book excursion for our summer cruise while onboard since we have a large OBC for that cruise.  The shore excursion team were the ones suggesting it because you got a discount for booking onboard.  They could not see our onboard credit.  We had our paperwork showing the OBC.  They tried to get approval from Miami to book…did not get it so I chose not to book excursions in advance and put them on my credit card. The cruise itself was wonderful….and the staff was as good if not better than ever. 
When  I go on vacation, I want to relax and unwind.  This has seriously become a job trying to wade through this mess.  I also got the email that my account is fixed.  It’s not.  My OBC shows zero, depending on the day my loyalty status changes as do my points. 
 

I have sent several emails to loyalty, guest relations and Ms. Cabezas…..I have not even received an acknowledgment.  

I was so focused on Japan for the 3rd of April.  Did not realize that everything would fall apart.  Assumed since they can see more onboard that they would be able to book my upcoming Norway tours with my OBC.  Not the case and they had no response from Miami.  I even had the paperwork with me showing the OBC but they could not book against something they could not charge it against.  What is crazier is that the rates on tours continue to go up as you get closer but they will not honor the current prices.  Plus, if we can’t book until onboard, they might already  cancel tours due to lack of interest

I don’t believe anyone is still working at Azamara.  Can’t get through on the phones, it has been well over a month since the IT meltdown, my bookings are not correct, sent in multiple forms with no change, missing all of my OBC, agent can’t get through on phones, I can’t get through on the phones, still waiting for my “hold your place in line call backs” ( now 3) and my emails to Guest relations and Loyalty have gone unreturned and unacknowledged.  I am beyond frustrated and at this point sad and worried for Azamara.  How long can a company survive if they treat not only their loyal but also their new and potential customers like this.  

23 hours ago, laurieb said:

Perhaps your agent can email their bdm.  If they’re trying today, Azamara is closed on Sunday 

My agent knows they are closed on Sundays.  But, thank you.  She was trying all last week.  She has tried emailing and no response.  

I have not been able to get through and my last attempt at pressing 1 for a call back did not work either.  My agent cannot get through.  Maybe you can send some magic this way!