Bill Leiber
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Hello Azamara Norwegian Fjord Guests-
I've learned that on the Azamara Journey's June 14, 2014, 14-night voyage to the Norwegian Fjords and the North Cape the AzAmazing Evening will be held in Bergen, Norway on Monday, June 16.
The theme of the experience is to go back in time to Medieval Bergen. In a cobble-stone square guests will be treated to Medieval and Hanseatic themed entertainment, as they enjoy cocktails and local delicacies. More details will be forthcoming and at that time, the information will be added to our website.
I'm sure the evening will add to your collective "love"" of Norway!
Best regards,
Bill Leiber
__________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Hello Azamara Followers -
I've learned that if you are already booked on one of the eligible 2014 voyages offering the free shore excursions, that you may change your existing booking and then rebook it at the prevailing rates that now govern the tariff for the specific voyage.
This ruling applies to the US and Canada markets and I'm seeking the flexibility conditions for the UK and Ireland and Australia. I will let you know that outcome.
Best regards -
Bill Leiber
__________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Bill
We're still looking for info on the Az Evening for Quest West Indies cruise on 16 Mar 14. At one time you were told the week of Oct 21st for AE updates.
Also, have you received any more info on the Quest officer schedule for 2014?
Thanks!
Hello Sanatee -
I'm hoping to have the information for that voyage within the next week. There are still a few that are to be determined.
The same applies to the Azamara Quest officer assignments. Just waiting for a confirmation of the schedule.
Please stay tuned and thank you for your patience.
Best regards,
Bill Leiber
_____________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Azamara's Onboard Booking Program - "PASSAGES"
Book Your Next Azamara Voyage onboard to receive up to £400 Per Stateroom Savings!
At Azamara we offer savings programs that provide you with the opportunity to receive more vacation for less money. We understand that it makes sense to be a smart and savvy shopper and keeping you informed about our savings programs is an important responsibility. From time-to-time, I'll be sharing details of these types of programs under the heading of "AzaMatter of Fact - SAVVY SHOPPER'S USER GUIDES."
The first in this series, is a summary of our Onboard Booking Program, called Azamara's Passages program. It features tariff savings, reduced deposit benefits and flexibility for you to decide on the best time and itinerary that fits your schedule. It's offered on every published voyage* on both vessels and our Onboard Cruise Sales Manager is the one to see for more information and purchasing an Open Passage account.
Azamara Passages Program "At-A-Glance":
To provide you with incredible flexibility and exclusive benefits, there are TWO "Azamara Passages" categories:
#1 / Azamara "Open Passage" Savings - Ship, sail date or stateroom category is NOT required at time of initial 50% reduced deposit which is non-refundable but does not expire.
§Full deposits for all guests will be due at the time you choose your ship and sail date (Standard deposit amounts are as per the terms and conditions for UK and ROI)
§The savings will be applied within 1 week of the ship and sail date being confirmed
§Includes two Azamara Passages Certificates for friends or family to sail on the same ship and voyage when booked within 30 days of selection of actual ship and sail date.
§Up to three (3) Azamara Open Passage accounts may be purchased onboard during that specific voyage.
#2 / Azamara "Reserved Passage" Savings - Ship, sail date or stateroom category required at time of initial deposit.
§Full deposits are required (Standard deposit amounts are as per the terms and conditions for UK and ROI).
§The savings is applied within 1 week.
§Includes two Azamara Passages Certificates for friends or family to sail on the same ship and voyage when booked within 30 days.
§Up to three (3) Azamara Reserved Passage may be purchased onboard during that specific voyage.
Savings per stateroom depend on category and voyage length:
§Voyages of 8 nights or less, you will receive a per stateroom savings based on category: £150 (Club Interior and Club Oceanview); £200 (Club Veranda); or £300 (Club Suite).
§Voyages of 9 or more nights, you will receive a per stateroom savings based on category: £200 (Club Interior and Club Oceanview); £300 (Club Veranda); or £400 (Club Suite).
Simply, the Onboard Savings amount reduces the cruise fare and the Onboard Booking Deposit goes toward the total deposit payment.
(*) Other Program Details:
§Passage savings may be combinable with other promotional campaign offers, but we advise you to check the terms and conditions of any offers you are looking at before booking. (Other restrictions may apply and the program is subject to change without prior notice.)
§Program not available on cruises chartered by third parties, interline and net rates or certain customised group programs.
§The program is not redeemable for cash.
§Both Reserved and Open Passages bookings will be communicated to the originating travel agent partner for servicing.
§Program details herein apply to residents of UK and ROI; however, the program is also available for residents of other countries. See the onboard Cruise Sales Manager for savings amounts and details.
§If you were to have purchased an Azamara "Open" or "Reserved" Passage while you were on board Azamara, you would not be able to transfer your Azamara booking to Celebrity or Royal Caribbean.
§While you're onboard Azamara, Celebrity or Royal Caribbean, you'll be able to book any one of the three brands; however, you'll need to contact the onboard sales consultant to do so since only the brand of the ship on which you're travelling is promoted.
Think of Azamara's PASSAGES Onboard Booking Program as a smart way to become a repeat Azamara Club Cruiser! The savings enhance the value proposition of Azamara's "more-inclusive" tariffs and the program's flexibility offers you the ability to select from a panoply of itinerary choices that deliver Azamara's specialty - Destination Immersion. That means more lasting enrichment from longer stays, more overnights, night touring and exclusive AzAmazing evenings on most voyages.
Regards
Mark King
Manager, Guest Support Unit
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Bill
It's been logged by the UK team, but guests also need to be aware the functionality to pay the balance online on a cruise booked direct with Azamara has also been lost. I think that will cause some panics when people who are used to having this functionality and are close to payment deadlines discover its been lost. The very helpful gentlemen I spoke to in the UK IT team did not know if that loss was temporary or not but they have reported it as an issue.
I would suggest if the Manage My reservation is was being withdrawn, the sensible thing would have been to remove the page text in full and replace the page with a message directing guests to the new route, that's what websites usually do in that case (or even auto route them)
Bill, you are just carrying the messages, I feel for you, but in this change over the customer has gone off the radar of the decision makers, which is not what people would hope for.
As all my future cruises still show a cost of £700 each, can I pay that now as full settlement bill ;) !
Hello Ann -
Let me seek out a response from the Miami team.
Stand-by ---
Bill Leiber
__________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Hello "My Azamara" Users -
I have learned from Azamara's marketing and website management as well as from our IT department that the "My Azamara" component of our website is built upon old and outdated technology. Even prior to the removal of our booking engine and its replacement with a "Booking Request Engine" there were functions in which we experienced service shortfalls.
In "My Azamara" there are the following functions along with a status report on each option:
§ My Reservation:
- You can see the reservations, but you cannot book, change or cancel a booking. This (book/change/cancel functionality) has not been available since early this year.
- I'm reporting our business decision that with a small universe using this section, we will not spend resources on fixing this old technology to be able to make changes to or to cancel bookings in this component. It is an extensive, time-consuming and expensive project. However, we will keep the functionality so that guests can go in and view current/future bookings. We'll need some time with IT to make sure it works properly, but will make sure it does. Please note that old bookings will not show. This list of voyages is not tied to our guests’ records to show full history, it is simply tied to the reservations system which will only show current/future bookings.
- There is currently a problem with the pricing that shows for the displayed/booked voyages. Every time you go into "My Reservations," the price changes. Our website manager is working with IT to correct this portion; however, I'm unable to provide a timeline. As you know the corporation has implemented a major update in our reservations Pricing and Promotions project for the three brands, so correcting the fluctuating pricing is part of a bigger list of priorities at a time of major systems enhancements.
§ My Profile: Functional.
§ Communications Preferences: Functional.
§ My Travel Companions: Functional.
§ Online Check-In: This works and can be achieved without the need to log into "My Azamara."
§ Book Shore Excursions: This works and can be achieved without the need to log into "My Azamara."
In speaking with our Call Center Manager, we've experienced issues with "My Azamara" in the past. We inform our guests or their travel agents that they can book Land Discoveries and their Online Registration without the need to log into "My Azamara." More often than not, that usually takes care of problem.
We are sorry for the frustration that some of you have experienced and until the functionality is repaired on the "My Reservations" component, we urge you to please contact our call center in the US or UK for assistance.
Sincerely,
Bill Leiber
__________________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Oh Bill.....I really appreciate you are trying to be helpful but what a can of worms you have now opened! Indeed the terms and conditions of Open Passages seem clear in the document above.....however you will find that they do NOT apply to the UK at all, or so we are told. I have been discussing this very issue with Azamara UK for 9 days and I am assured by a Senior Manager that indeed we in the UK do not get these advantages and they apply only to US passengers.
For example....you say that once you have paid your initial deposit onboard that no further deposits are required until final payment.....NOT so in the UK. We are required to pay a further £75 deposit on booking the cruise when you get home....I don't have a problem with this at all.....but it was not what is stated at purchase, or in your document or from some advisors at Azamara UK. Some say Yes, some say No.
As to the discounts being applied once your booking is finalised....I would be laughing if I weren't so angry.:mad: Our cruise booking was finalised almost two weeks ago and I still don't have an Invoice as to what the final payment will be....and of course, we still can't access My Azamara online to see what payments are due. Both myself and my wonderful T/A have spent hours emailing and on the phone to no avail. We have used Open Passage Certificates before....and believe me I do understand the terms and conditions of use.
I just wish someone at Azamara UK did.
I am now about to copy and paste your Blog entry to the Senior Manager at Azamara who seems to think that I have invented the conditions you refer to in your document.
I do appreciate the help you are trying to provide Bill.....but both myself and Hazel are thoroughly fed up with this issue now and it is spoiling the joyful anticipation of what we know will be another superb Quest cruise next June.
Hello LottieA, Hazel and other UK readers -
As I stated to MZK90, I made a mistake in my judgment in not remembering that there were different rules of engagement in our markets. I'm seeking the correct terms and conditions from the UK staff and corporate onboard sales manager so that I can add the correct UK market information.
In the interim, I apologize for my error and hope that you'll recognize that you witnessed a stupid mistake by me.
Sincerely,
Bill Leiber
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC
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Bill,
whilst I am sure you are trying to be helpful, I think you will find that as with their onboard sales program on Celebrity, Azamara has a different set of rules for Open Passage bookings in the UK. This is mainly around the amount of deposit we pay and also the collection of the full amount when you choose your cruise. Both of these differ to that you have written above.
I think it would be wise to double check this and get back to us please?
Hello MZK90 -
Thank you for your valid suggestion. It was obtuse of me not to think globally. I'll seek out the UK amounts for the Azamara brand and report back to the UK community.
Sorry for any confusion that I might have created!
Best regards,
Bill Leiber
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC
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I read this as if I want to book Land Discoveries for my already booked Quest sailing in the Adriatic on july 5th 2014 I can do so and get 25% off until 4 days prior to sailing date. If there should be NEW excursions after jan 3rd I will not get the discount.
Hello Oddjob -
Actually to be eligible to be eligible for the 25% Land Discoveries Savings on your forthcoming Azamara Quest July 5, 2014 voyage will require that you book the shore excursion prior to midnight on January 3, 2014. It will not be 4 days prior to your sailing date.
§ Rule: Guests already booked on a 2014 voyage will still be eligible for the 25% savings as long as you book your Land Discoveries online at least 4 days prior to the voyage sailing date or prior to January 3, 2014, whichever date is earlier.
You are correct that if a NEW land excursion is made available there will be NO 25% Land Discoveries Savings. The program is discontinued at the start of January 4, 2014.
I hope this adds clarity to the process and looking forward to welcoming you onboard next July! Also, thanks to Uktog for her mentoring!!!
Best regards,
Bill Leiber
__________________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
-
Hello Azamara Followers in the UK -
I've noticed on two threads related to the Discontinuance of the 25% Land Discovery Savings discussions diverting to the topic about the lack of knowledge in the UK about the our Onboard Booking Program -"Passages."
A few months ago, I wrote an article about the program on our Destination Blog and decided that it would be worth reiterating the message again, especially for our valued guests in the UK:
Azamara's Onboard Booking Program - "PASSAGES"
Book Your Next Azamara Voyage onboard to receive up to $600 Per Stateroom Savings!
At Azamara we offer savings programs that provide you with the opportunity to receive more vacation for less money. We understand that it makes sense to be a smart and savvy shopper and keeping you informed about our savings programs is an important responsibility. From time-to-time, I'll be sharing details of these types of programs under the heading of "Azamatter of Fact - SAVVY SHOPPER'S USER GUIDES."
The first in this series, is a summary of our Onboard Booking Program, called Azamara's Passages program. It features tariff savings, reduced deposit benefits and flexibility for you to decide on the best time and itinerary that fits your schedule. It's offered on every published voyage* on both vessels and our Onboard Cruise Sales Manager is the one to see for more information and purchasing an Open Passage account.
Azamara Passages Program "At-A-Glance":
To provide you with incredible flexibility and exclusive benefits, there are TWO "Azamara Passages" categories:
#1 / Azamara "Open Passage" Savings - Ship, sail date or stateroom category is NOT required at time of initial 50% reduced deposit which is non-refundable but does not expire.
§ No additional deposits due until final payment.
§ The savings will be applied when booking details are finalized.
§ Includes two Azamara Passages Certificates for friends or family to sail on the same ship and voyage when booked within 30 days of selection of actual ship and sail date.
§ Up to three (3) Azamara Open Passage accounts may be purchased onboard during that specific voyage.
#2 / Azamara "Reserved Passage" Savings - Ship, sail date or stateroom category required at time of initial deposit.
§ No additional deposits due until final payment.
§ The savings is applied within three (3) business days.
§ Includes two Azamara Passages Certificates for friends or family to sail on the same ship and voyage when booked within 30 days.
§ Up to three (3) Azamara Reserved Passage may be purchased onboard during that specific voyage.
Savings per stateroom depend on category and voyage length:
§ Voyages of 8 nights or less, you will receive a per stateroom savings based on category: $200 (Club Interior and Club Oceanview); $300 (Club Veranda); or $400 (Club Suite).
§ Voyages of 9 or more nights, you will receive a per stateroom savings based on category: $300 (Club Interior and Club Oceanview); $400 (Club Veranda); or $600 (Club Suite).
Deposit Amount at time of onboard booking depends on Category:
§ The Onboard Booking Deposit is 50% of the standard deposit for Club Interior, Club Oceanview, and Club Veranda: US$ 550 per person - reduced to US$ 275 per person for onboard bookings.
§ The Onboard Booking Deposit for Club Continent Suite is 50% of the standard deposit of US$ 1,100 per person - reduced to US$ 550 per person for onboard bookings.
§ The Onboard Booking Deposit is NOT reduced for Club Ocean and Club World Owner's Suites - Deposit is US$ 1,100 per person.
Simply, the Onboard Savings amount reduces the voyage fare and the Onboard Booking Deposit goes to the tariff payment.
(*) Other Program Details:
§ Passage savings is combinable with 2-for-1 pricing; with one (1) Onboard Credit (OBC) and no more than two (2) dollar-off savings (onboard booking and back-to-back offers. (Other restrictions may apply and the program is subject to change without prior notice.)
§ Program not available on cruises chartered by third parties or certain customized group programs.
§ The program is not redeemable for cash.
§ Both Reserved and Open Passages bookings will be communicated to the originating travel agent partner for servicing.
§ Program details herein apply to residents of US and Canada; however, the program is also available for residents of other countries. See the onboard Cruise Sales Manager for savings amounts and details.
§ If you were to have purchased an Azamara "Open" or "Reserved" Passage while you were on board Azamara, you would not be able to transfer your Azamara booking to Celebrity or Royal Caribbean.
§ While you're onboard Azamara, Celebrity or Royal Caribbean, you'll be able to book any one of the three brands; however, you'll need to contact the onboard sales consultant to do so since only the brand of the ship on which you're traveling is promoted.
Think of Azamara's PASSAGES Onboard Booking Program as a smart way to become a repeat Azamara Club Cruiser! The savings enhance the value proposition of Azamara's "more-inclusive" tariffs and the program's flexibility offers you the ability to select from a panoply of itinerary choices that deliver Azamara's specialty - Destination Immersion. That means more lasting enrichment from longer stays, more overnights, night touring and exclusive AzAmazing evenings on most voyages.
Bill Leiber
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Thank you Bill, the clarity comes 100% not from the centrally prepared marketing text, the second Bullet of which can still be read two ways, but from the answers to your brain teaser questions. Please encourage those who prepare customer communications to do as you have done, put yourself in the shoes of the customer and write the messages as responses to questions. If we had had that from the outset, at least some of the angst you have been fielding would never have surfaced.
Thanks again for the clarity you have given
Ps Bullet 2 needs the addition of a few words only at the end "whichever date is earlier"
Hello Uktog -
Thanks for the suggestion to add "whichever date is earlier." I'll pass it along to our trainers.
Best wishes for a wonderful Azamara onboard experience which I hope exceeds your expectations!
Sincerely,
Bill Leiber
__________________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Bill, thanks for the reply.
So to confirm:
Q: Guest A books Quest for September 2014 today.
- A: Must book Land Discoveries no later than now through midnight January 3, 2014.
So what if there are tours added to this sailing after Jan 4th, let's say in Feb. If Guest A books a newly added tour in Feb, they will NOT receive the discount because the 25% is dead after Jan 4th?
Basically, no-one, regardless of them booking their cruise prior to Jan 4th, can possibly receive the 25% discount on any shore excursion they try to book any time after Jan 4th?
Hello MZK90 -
After the discontinuance of the 25% Land Discoveries Savings, new tours that may be added to a voyage will not be eligible to receive the 25% savings after midnight on January 3, 2014.
At the same time, we will be engaging in ongoing promotional offers featuring our Land Discoveries. In the company bulletin we stated, "... there are times where we will be promoting our new land excursions, like in November, on select 2014 Mediterranean voyages, when one Land Discovery in every port will be yours, free."
Also, remember that you can use your onboard credit to purchase shore excursions once onboard since all shore excursion costs prior to sailing or once onboard are the same.
Best regards,
Bill Leiber
__________________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Hello Again-
The information that I posted earlier today about the discontinuance of the 25% Land Discoveries Savings was reviewed and approved by our marketing, call center, and Azamara Customer service management and is being shared with the team members for consistency of message.
I've attempted to summarize the details about the last-chance to receive the 25% Land Discoveries Savings in 2014.
The language on website states the following about our Land Discoveries Savings:
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Effective January 4, 2014, the current 25% savings on Land Discoveries will no longer be available.
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Guests already booked on a 2014 voyage, or those who book now through midnight January 3, 2014 will still be eligible for the 25% savings as long as you book your Land Discoveries online at least 4 days prior to the voyage sailing date or prior to January 3, 2014.
There are two specific voyages shown below in which there are specific "last-call" dates to receive the savings during the booking process for both NEW and EXISTING reservations. The rule is driven by the fact Land Discoveries must be booked at least four (4) - 24-hour cycles/days prior to the voyage's embarkation day. That means that the sailing date is not included in the calculation.
-Departure - Quest, Jan 5, 2014 - you have until December 31, 2013, 11:59 PM EST to do so.
-Departure - Journey, Jan 6, 2014 - you have until January 01, 2014, 11:59 PM EST to do so.
With respect to the brain-teaser question, using the rules above, the correct response:
Q: Guest A books Quest for September 2014 today.
-A: Must book Land Discoveries no later than now through midnight January 3, 2014.
Q: Guest B books Quest for September 2014 in February of next year.
- A: Guest B is not eligible. The program was discontinued on midnight, January 3, 2014.
Best regards,
Bill Leiber
__________________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Effective January 4, 2014, the current 25% savings on Land Discoveries will no longer be available.
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Hello MZK and other Readers -
I have already posted this information on another thread related to this 2014 policy change.
I've attempted to summarize the details about the last-chance to receive the 25% Land Discoveries Savings in 2014.
The language on website states the following about our Land Discoveries Savings:
§ Effective January 4, 2014, the current 25% savings on Land Discoveries will no longer be available.
§ Guests already booked on a 2014 voyage, or those who book now through midnight January 3, 2014 will still be eligible for the 25% savings as long as you book your Land Discoveries online at least 4 days prior to the voyage sailing date or prior to January 3, 2014.
There are two specific voyages shown below in which there are specific "last-call" dates to receive the savings during the booking process for both NEW and EXISTING reservations. The rule is driven by the fact Land Discoveries must be booked at least four (4) - 24-hour cycles/days prior to the voyage's embarkation day. That means that the sailing date is not included in the calculation.
- Departure - Quest, Jan 5, 2014 - you have until December 31, 2013, 11:59 PM EST to do so.
- Departure - Journey, Jan 6, 2014 - you have until January 01, 2014, 11:59 PM EST to do so.
With respect to the brain-teaser question, using the rules above, the correct response:
Q: Guest A books Quest for September 2014 today.
- A: Must book Land Discoveries no later than now through midnight January 3, 2014.
Q: Guest B books Quest for September 2014 in February of next year.
- A: Guest B is not eligible. The program was discontinued on midnight, January 3, 2014.
For the sake of good order, please keep in mind the 25% Land Discoveries Savings program will not be offered in 2015. Our rationale was a reformulation of our "destination immersion" concept for 2014 and into the future so that we could offer the following based on our guest feedback:
§ Tours of shorter duration.
§ Smaller and more intimate group experiences.
§ Azamara’s Insider Series – deeper social cultural immersion with locals.
§ Restructured Night Touring program with single-themed after dinner experiences.
Also, from time to time, we will be offering our Land Discoveries in special promotions.
I hope this adds clarity to the process to the changes ahead.
Best regards,
Bill Leiber
__________________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
-
Hello MZK and other Readers -
I've attempted to summarize the details about the last-chance to receive the 25% Land Discoveries Savings in 2014.
The language on website states the following about our Land Discoveries Savings:
§ Effective January 4, 2014, the current 25% savings on Land Discoveries will no longer be available.
§ Guests already booked on a 2014 voyage, or those who book now through midnight January 3, 2014 will still be eligible for the 25% savings as long as you book online at least 4 days prior to the voyage sailing date or prior to January 3, 2014.
There are two specific voyages shown below in which there are specific "last-call" dates to receive the savings during the booking process for both NEW and EXISTING reservations. The rule is driven by the fact Land Discoveries must be booked at least four (4) - 24-hour cycles/days prior to the voyage's embarkation day. That means that the sailing date is not included in the calculation.
- Departure - Quest, Jan 5, 2014 - you have until December 31, 2013, 11:59 PM EST to do so.
- Departure - Journey, Jan 6, 2014 - you have until January 01, 2014, 11:59 PM EST to do so.
With respect to the brain-teaser question, using the rules above, the correct response:
§ Q: Guest A books Quest for September 2014 today.
- A: Must book Land Discoveries no later than now through midnight January 3, 2014.
§ Q: Guest B books Quest for September 2014 in February of next year.
- A: Guest B is not eligible. The program was discontinued on midnight, January 3, 2014.
For the sake of good order, please keep in mind the 25% Land Discoveries Savings program will not be offered in 2015. Our rationale was a reformulation of our "destination immersion" concept for 2014 and into the future so that we could offer the following based on our guest feedback:
§ Tours of shorter duration.
§ Smaller and more intimate group experiences.
§ Azamara’s Insider Series – deeper social cultural immersion with locals.
§ Restructured Night Touring program with single-themed after dinner experiences.
Also, from time to time, we will be offering our Land Discoveries in special promotions.
I hope this adds clarity to the process to the changes ahead.
Best regards,
Bill Leiber
__________________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
-
Oct 29, 2013
Hello Azamara Followers -
As Andy pointed out there was a system wide reservations system rework which could be explaining some of the issues. I'm stating this fact not as an excuse but to add context to the scope of the changes that were make.
I want you to all know that we are not ignoring your problems with My Azamara and that our IT unit and marketing and website teams are investigating the situation.
Until I have a response to which they agree, I'll be asking for your continued patience as I await a response and again express our apologies for your frustration.
Also, I'll respond to your AzAmazing Evening question separately sometime tomorrow.
Sincerely,
Bill Leiber
__________________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Hello MZK, Uktog and all other Readers -
I've created what I hope is a summary sheet of the details about the last-chance to receive the 25% Land Discoveries Savings in 2014 and hope that my response clears up any confusion.
Just to be sure about its content accuracy, I decided not to post until I had received approval from our marketing, reservations and shore excursion management.
I hope to post tomorrow and thank you for your continue patience.
Best regards.
Bill Leiber
__________________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
-
Hello -
I'm passing on your feedback and difficulties that you are experiencing with accessing your reservation information.
I will follow-up with you when I have information to share.
I'm sorry for the frustration that you are experiencing.
Sincerely,
Bill Leiber
_____________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
-
Hello Azamara Followers:
I am posting revised information about our Booking Request Engine at the request of our website and reservation team members. There is one important clarification - the Booking Request Engine (BRE) will show stateroom category availability - not individual stateroom availability.
Also, if you are encountering problems with the system and your voyage is departing within the next few weeks, I recommend that you or your travel agent contact our call center for assistance.
REVISED INFORMATION:
By Monday morning, October 28, 2013 our current Booking Engine will be replaced with a Booking Request Engine (BRE) which will have for the most part the same information and search capabilities of the current booking engine.
Through the live system, you will be able to check stateroom category availability and pricing to make your voyage selection. The only difference will be that your actual selection information will be forwarded to our reservations department, who will handle the bookings.
Please keep in mind that this Booking Request Engine (BRE) is an interim process that will be replaced with a full booking engine in April of 2014.
Process Overview:
When you click on “Book this voyage now” in the itinerary day-by-day pages, you will see a four-step search engine come up. Here is how the flow of the BRE will be:
Step 1 will ask for information on who is part of the booking. We will ask for club member number, and a promo code if you have it. We are asking if you are interested in CruiseCare, travel preferences (accessible needs) and air preference.
Notice: In the right hand column there is a voyage summary column, and this will be updated with information as consumers make selections.
In Step 2 we are asking guests to select their stateroom category. If you have a stateroom preference, there is a field where you can add that stateroom #. As long as the category shows in this section, there is availability. If the category doesn't show, that category is sold out. All stateroom categories are listed. The BRE will not show you the actual stateroom availability – only stateroom category.
Step 3 will ask for the guest information.
In Step 4, there will be a summary of the booking, as well as a request asking when it is best to contact you, and on what number.
- After you have completed Step 4, the final page is simply a confirmation page, with a message that we will be in touch shortly to confirm the booking.
- This information will be forwarded to our reservations department, who will handle the bookings.
- Booking requests from outside of North America will be forwarded to the appropriate local office, i.e. bookings from anyone in the UK will be forwarded to our UK office, etc.
Once again, remember that this Booking Request Engine (BRE) will be replaced with a full booking engine scheduled for sometime in April of 2014.
Bill Leiber
_____________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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i called my TA today and there was a recorded message that all RCCL/Celeb/AZA could not be booked this weekend due to scheduled DOWN time at the cruise line
maybe this is the problem
Hello -
Here is the official language-
During this weekend, the Azamara Club Cruises reservation system is temporarily unavailable while we make system enhancements. We will be unable to take reservations or make changes to existing reservations until Monday, October 28. We apologize for the inconvenience, and hope you'll return when our system is restored to continue planning your vacation.
Best regards,
Bill Leiber
_____________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Hello Azamara Followers:
By Monday morning, October 28, 2013 our current Booking Engine will be replaced with a Booking Request Engine (BRE) which will have the same look, feel and information capabilities of the current booking engine.
Through the live system, you will be able to check stateroom availability and pricing to make your voyage selection. The only difference will be that your actual selection information will be forwarded to our reservations department, who will handle the bookings.
Please keep in mind that this Booking Request Engine (BRE) is an interim process that will be replaced with a full booking engine in April of 2014.
Process Overview:
When the link is opening, use "Find a Voyage" and choose "Any Month and Year", click any month and submit. Then choose itinerary & booking for any voyage.
When you click in to a day-by-day itinerary, click on "Book this Voyage Now", and it will take you to the Booking Request Engine (BRE). (You may have to log in again).
You will see a four-step search engine come up. Here is how the flow of the (BRE) will be:
§ Step 1 will ask for information on who is part of the booking. We will ask for club member number, and a promo code if they have it. For now, this is for the purposes of our res team to know who the customers are when they get this information. We are asking if they are interested in CruiseCare, travel preferences (accessible needs) and air preference.
Notice: In the right hand column there is a voyage summary column, and this will be updated with information as consumers make selections.
§ In Step 2 we are asking guests to select their stateroom. If they have a stateroom preference, there is a field where they can add that stateroom #. As long as the category shows in this section, there is availability. If the category doesn't show, that category is sold out. All stateroom categories are listed.
§ Step 3 will ask for the guest information.
§ In Step 4, there will be a summary of the booking, as well as a request asking when it is best to contact them, and on what number.
- After consumers have completed Step 4, the final page is simply a confirmation page, with some copy, photos and links to start planning the voyage.
- This information will be forwarded to our reservations department, who will handle the bookings.
- Booking requests from outside of North America will be forwarded to the appropriate local office, i.e. bookings from anyone in the UK will be forwarded to our UK office, etc.
Once again, remember that this Booking Request Engine (BRE) will be replaced with a full booking engine scheduled for sometime in April of 2014.
During this weekend, the Azamara Club Cruises reservation system is temporarily unavailable while we make system enhancements. We will be unable to take reservations or make changes to existing reservations until Monday, October 28. We apologize for the inconvenience, and hope you'll return when our system is restored to continue planning your vacation.
Best regards,
Bill Leiber
_____________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Hello Azamara Cruise Followers -
Earlier today I was informed that effective January 4th, 2014, the current 25% savings on Land Discoveries bookings pre-cruise, will no longer be available. Guests, however, already booked on a 2014 voyage, or those who book now through January 3rd, 2014, will still be eligible for the 25% savings as long as they book at least 4 days prior to the voyage start date.
We are also revamping our 2014 Land Discoveries program so that we can take "destination immersion" to a new level and will offer the following:
§ Tours of shorter duration.
§ Smaller and more intimate group experiences.
§ Azamara’s Insider Series – deeper social cultural immersion with locals.
§ Restructured Night Touring program with single-themed after dinner experiences.
Whether you enjoy gliding through the rainforest treetops in Puerto Limon, attending Carnival in Brazil, a bull fight in Spain, or visiting actual homes of some of the locals in Copenhagen, we have taken destination immersion to a new level.
And better yet, there are times where we will be promoting our new land excursions, like this coming November, on select 2014 Mediterranean voyages, when one Land Discovery in every port will be yours, free.
Here are details about the policy change:
Q&A:
1. When does the discontinuation of the 25% discount take effect?
§ The discontinuation of the 25% discount is effective as of January 4th, 2014.
2. What about those guests that are already booked on a 2014 sailing, yet have not yet purchased their Land Discoveries? Are they still eligible?
§ Yes, guests already booked on a 2014 voyage are eligible to receive the 25% savings as long as they book at least 4 days prior to the voyage start date, or until January 3rd, 2014.
3. Can guests still receive a discount if they book prior to January 4th, 2014?
§ Yes, those guests who book now through January 3rd, 2014, will still be eligible for the 25% savings as long as they book at least 4 days prior to the voyage start date.
4. After the discontinuation, will the same rules still apply? i.e. if we cancel a tour that guests have pre-booked at the 25% discounted rate, do we still honor the 25% on board for a different tour?
§ No
5. What kinds of messaging are we doing to ensure guests are aware of the discontinuation of the 25% discount?
§ The Azamara Marketing team has developed messaging for the following:
- All Consumer communication related to shore excursions.
- All Trade Communication related to shore excursions.
- Dedicated e-mails to direct booked guests, as well as Trade.
- Digital (Website & Social Media)
- Press Releases
- Communication Bulletins Onboard staff and onboard cruise sales consultants.
6. Will rates change immediately upon the discontinuation or how long will it take before new rates are implemented?
§ No
7. If guests had any issues pre-booking their cruise and tours before January 4th online due to an internet glitch, do we honor the 25% or not?
§ No
8. Will we provide a new incentive for guests, in order to continue to push the pre-cruise booking initiative?
§ We’re enhancing the Land Discoveries program to make it more appealing and destination driven.
9. Will the content on the web and other areas be updated to reflect this change?
§ Yes
As Azamara's Chief Blogging Officer, I'll be standing by for your further comments and questions.
Sincerely,
Bill Leiber
__________________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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Bill,
My wife and I are booked on the February 18, 2014 Quest cruise (LA to Caldera Costa Rica) and have several planning questions relating to Quest's stay in Cabo San Lucas:
1. The "Sailing Itinerary" posted on the website (under "Already Booked/Cruise Calendar") indicates that Quest will arrive in Cabo San Lucas on February 20, 2014 at 7:30PM. We booked the Azamazing Evening which is also scheduled for February 20, 2014 at 7:00PM. The evening requires a tender. I do not think listing 7:30PM is a simple typo (meaning 7:30AM) because the regular land discoveries are not listed for that day and it is about 900 miles. Can you find out the actual time Quest will arrive in Cabo?
2. The "Sailing Itinerary" posted on the website indicates that Quest will depart Cabo San Lucas on February 21, 2014 at 10:00PM. We are planning to do something in Cabo from 3PM to 6PM. Is the 10PM departure time accurate? It seemed odd that all of the ship's excursions left in the morning and none were scheduled for the afternoon?
3. We are also thinking of planning something for 8AM on February 21st. Since all the ship's excursions are scheduled to depart in the morning, we will have an issue trying to get a tender at 7AM?
Thanks in advance for any information you can provide.
Hello Taxjam -
Please give me some time to investigate the itinerary details with our itinerary planner and shore operations team.
I'll get back to you an explanation.
Best regards,
Bill Leiber
__________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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oh, my. i read all this stuff about lack of live music. one of our favorite things is after dinner drinks in the Mosaic with the pianist/guitarist. on our last cruise we closed the place down dancing and singing along every night. is the live piano bar stuff gone now??
Hello Fortworther -
I'm asking for an update from each vessel.
Please stay tuned.
Best regards,
Bill Leiber
__________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
"BOOKING REQUEST ENGINE" to REPLACE CURRENT BOOKING ENGINE
in Azamara
Posted
Hello Richard -
When you submit your stateroom or suite number preference, doing so does not confirm your request.
Until the new booking engine is operational, sometime scheduled in April 2014, the booking is on a "request-basis" with this reservation component. If it is available, we will confirm the specific stateroom or share other options that are available at that time. Our reservation team can then take you through the process to complete your stateroom/suite booking.
Some background - in order to create our new booking engine it was necessary for us to dismantle the original booking engine. Hence, the introduction of our Booking Request Engine in the interim. Again, I'm sorry for the temporary inconvenience that you and others are experiencing.
Sincerely,
Bill Leiber
_____________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)