New website.

[Grandma Cruising]

7 hours ago, NeilWM said:

Excuse my ignorance as we have less specialist cruise travel agents in Australia, Do travel agents have a separate booking system that is possibly working ok, or do they need to book using the same system as us or by being patient on the phone?

My daughter, who is my TA tends to ring up as she feels she gets a better response. She tries first thing in the morning.

[Grandma Cruising]

11 hours ago, knitter said:

Help with booking dining package?

My August 1 cruise shows up now, but I can not figure out to how to book a dining package- when I click on Onboard Packages, dining packages come up but there is no way I have found to book one.

Also, they refunded me some money 2 times, apparently by mistake (the two totaled less than $100)  and sent me an email that they had done that and would rebill the charges. The transactions show up in my credit card account, but I have no idea of where those amounts came from. Anyone else experience some thing similar? Thanks.

Don’t worry about it. You can book your dining package when you get onboard, it’s very easy. You can also make your reservations for the speciality restaurants/Chefs Table at the same time.

[knitter]

18 hours ago, Grandma Cruising said:

Don’t worry about it. You can book your dining package when you get onboard, it’s very easy. You can also make your reservations for the speciality restaurants/Chefs Table at the same time.

Thanks. They certainly have a lot of glitches with the new website. 

[Host Jazzbeau]

You have never been able to make dining reservations before boarding, so there isn’t any benefit to getting dining packages in advance. 

[laurieb]

On 4/22/2023 at 5:30 PM, NeilWM said:

Excuse my ignorance as we have less specialist cruise travel agents in Australia, Do travel agents have a separate booking system that is possibly working ok, or do they need to book using the same system as us or by being patient on the phone?

The US Travel Agents do have a separate booking system that is fully functional for booking without phoning.

[Hula Girl67]

On 4/17/2023 at 5:14 AM, Tripgalrf said:

Has anyone gotten a response when submitting the form? If yes let me know please on timing. I was correct for my June cruises as of last week but then had a future cruise credit payment removed and the cruise updated as an outstanding bill. 

It does seem odd that issues aren’t universal, and a bit of a roulette wheel logging in every day to see where it is potentially wrong. Still, looking forward to the trip and taking heart in the positive feedback from folks saying no issues onboard. 

I submitted a support form because the website states I have no upcoming cruises. I have a cruise to Iceland in August. I got no reply and a couple weeks later submitted the form again. Got a reply a couple of days later stating that my account had been updated. Still showing no upcoming cruise. Submitted another form again today. Wait to see what happens this time. This is my first cruise on Azamara and not very happy with this major screw up!

[UNHBadger]

I've done some detailed accounting of our booking. Azamara website says we owe $1008 for a June 3 cruise, but we do not. Everything has been paid in full.

Looking closely at our statements, invoices, and purchase history, it seems clear that the "outstanding" charges were NOT related to cruise fare deposits, assigned future cruise credits, or in fact any payments related to the cruise itself.

Rather, the outstanding balance is for Azamara excursions we booked in early February (before the website changeover). Our payments for those excursions (which included some OBC) apparently didn't make the migration to the new system. Perhaps they had not yet been processed by the Celebrity accountants (or never were). But, the exact amount shown as due, was the same we paid to Azamara on our February credit card bill.

So, if you have an incorrect outstanding balance (like many have said they do), it is perhaps related to excursion bookings. Or, more likely it is related to any payments you made within the period immediately prior to the website migration.

At least now I know what receipts to bring to show we are all paid.

[Mackdogmolly]

5 hours ago, laurieb said:

The US Travel Agents do have a separate booking system that is fully functional for booking without phoning.

Then why can’t my TA complete my booking?

[kent4489]

8 minutes ago, Mackdogmolly said:

Then why can’t my TA complete my booking?

Or why can't mine get any info about the two cruises I have booked that I still do not have correct pricing on? She told me she tries every day, calling and through her booking system. She has other Azamara clients and one canceled because they could not even pay the deposit. My TA says this is the worst mess she has ever seen in 40 years in the business. I've tried to be patient, but I do think this has gone on long enough.

[laurieb]

40 minutes ago, Mackdogmolly said:

Then why can’t my TA complete my booking?

I can’t answer that.  I am very close to a TA that has booked and deposited several Azamara cruises since the transition.  
I would recommend your TA reach out to their BDM for assistance 

[laurieb]

31 minutes ago, kent4489 said:

Or why can't mine get any info about the two cruises I have booked that I still do not have correct pricing on? She told me she tries every day, calling and through her booking system. She has other Azamara clients and one canceled because they could not even pay the deposit. My TA says this is the worst mess she has ever seen in 40 years in the business. I've tried to be patient, but I do think this has gone on long enough.

Unless your cruises are departing soon, I’d recommend you and your TA wait awhile and let them concentrate on getting everyone’s bookings fixed. 

[hamrag]

1 minute ago, laurieb said:

Unless your cruises are departing soon, I’d recommend you and your TA wait awhile and let them concentrate on getting everyone’s bookings fixed. 

Absolutely, well said!

 

We have an Onward sailing from Chioggia 6 May, and Az have communicated clearly that we cannot check-in on line. I've since looked at the booking once, and it says we owe money...which we definitely don't. Az sent on the e-ticket Xpress pass, so our flights out are 4 May and we chill for a couple of days pre-cruise.

 

Neither of us have batted an eye-lid or lost a second of sleep, we shall pitch up and board with zero concerns!

[Mackdogmolly]

16 minutes ago, laurieb said:

I can’t answer that.  I am very close to a TA that has booked and deposited several Azamara cruises since the transition.  
I would recommend your TA reach out to their BDM for assistance 

What’s a BDM?

[kent4489]

8 minutes ago, laurieb said:

Unless your cruises are departing soon, I’d recommend you and your TA wait awhile and let them concentrate on getting everyone’s bookings fixed. 

I haven't contacted AZ. My TA has OTHER clients with earlier sailings for who she is trying to sort things out. I guess I should have made that more clear rather than sounding like she is trying to contact them for me.

However, I would like to know the costs of the cruises I booked before final payment is due which will be here soon enough. I booked on board right at the beginning of this mess and was told they will adjust the pricing because my new status level was not showing up yet. A month later, it is still not updated. One cruise, I used 4 comp nights on and the on board loyalty person gave me a confirmation showing this. However, on the website, it is showing the cost to be full price. On the other cruise, The rep said they would make the price adjustment, but all I have is a confirmation with the wrong price. My fault for paying a deposit with the incorrect pricing, but I thought this would be an easy fix since the website was only supposed to have a short time frame before being up and running correctly.

So, for the record, I have been patient and have not contacted AZ. My point is, this really has gone on long enough.

 

[Mrs Skip]

Currently on board Quest. We had paid for a number of excursions using OBC (well before the data migration). Whilst OBC assigned in dollars, excursions charged in UK Pounds. The exchange rate used for the 1st purchase is then assigned for all other OBC purchases. Post migration the amounts charged (in dollars) for the excursions were a bit ‘wonky’ which lead to a suggestion that we had an outstanding balance . Onboard the completely CORRECT balance was sitting in our OBC Account. I got so hung up on the individual excursion amounts it took a couple of visits to get me to that understanding.

Cruise is great, and to those sailing shortly, my advice is bring paperwork, but based on our experience, accounts will be in order overall.

[blag]

6 hours ago, Mackdogmolly said:

What’s a BDM?

Business Development Manager

(I think)

[Carnevale]

What I don’t understand is how Az has an onboard IT system that seems to have correct information and a public facing system that is so messed up.  Why can’t they move to using the onboard system as their sole system for everyone?  I don’t have an IT background that is deep enough to understand this.  You would think that the problems in customer good will being created now are significant enough to make them want to find a way to use any available solution.

[nonrev1]

Unfortunately it does not have all the information.  It showed us booked and paid in full.  Allowed those that could not check in prior to cruise - check in.  But onboard they did not have my OBC for that cruise or the cruise coming up.  The excursions were not correct and we all had issues with loyalty points.  I did book a cruise onboard and it still has not been transfered to my agent.  She cant get through to Azamara.  

[IDLnyc]

My "Upcoming Cruise" finally showed up today.  (I filed out the online form late last week.)

Yes, it sometimes still shows "No upcoming cruises".  In this case, (as others have written), I need to "refresh" the screen by clicking on my profile button (upper right), then click on "upcoming cruises" a second time.

The balance due they show is incorrect - it includes the price of shore excursions I booked and paid for several months ago.  When I deduct the cost of the shore excursions from their balance, the result equals the balance due that I show.

[JYDCruise]

On 4/21/2023 at 1:51 PM, JYDCruise said:

Two weeks ago, I submitted the online form regarding the "Balance Due" error on my early June cruise (which was paid in full in February). I just now received a response from loyalty@azamara.com:

 

Due to the migration into our new systems, we are just now seeing your message; please accept our apologies for any frustration or inconvenience this may have caused. While we hope you were able to reach out to one of our agents via phone to get your initial inquiry resolved, we still wished to verify if all has been taken care of or if there's anything we can still assist with.

 

Good news, right! I checked online and . . . nothing has changed. It still shows the full amount as due. I'm also confused as to why they thought I would "reach out to one of our agents via phone" - isn't not having to call the entire point of the online form?

 

The circus continues.

A few hours after getting this email, I re-re-re-re-re-rechecked my account and (drum roll . . . ) it now shows as "Paid in full"! A major breakthrough! Of course, I grabbed some screen captures, just in case.

 

That's the (very) good news. On the other hand, for whatever reason it STILL won't allow me to book any packages, excursions, etc. nor do I see my OBC. There's no "pencil icon" to click under Manage My Reservation (multiple O/S, multiple browsers tried); I'd think I was just missing something, but Occam's Razor points to Azamara as the cause.

[Grandma Cruising]

6 hours ago, JYDCruise said:

A few hours after getting this email, I re-re-re-re-re-rechecked my account and (drum roll . . . ) it now shows as "Paid in full"! A major breakthrough! Of course, I grabbed some screen captures, just in case.

 

That's the (very) good news. On the other hand, for whatever reason it STILL won't allow me to book any packages, excursions, etc. nor do I see my OBC. There's no "pencil icon" to click under Manage My Reservation (multiple O/S, multiple browsers tried); I'd think I was just missing something, but Occam's Razor points to Azamara as the cause.

The pencil icon isn’t on the Manage My Reservation page, it’s on each item on the next page (Addons , Excursions etc). My OBC, drinks package & free Wifi show up under Addons.

 

[uktog]

My frustration is a very minor one compared to others but is an example of how Azamara is losing both revenue and some goodwill

I have a cruise next year and I can see there is a nice price drop on it.  In accordance with the booking guarantee at the time I booked I would like to investigate not taking a price drop but giving Azamara more money as a splurge on a suite (possibly even a big one) is probably in reach.

However

1.  Because of how the website operates (and this is a permanent feature if I read right) I cannot see what suites remain and I need one with a walk in shower and not in a noisy location.  So not being able to see the availability puts barriers on the making of this move

2.  I am working with a travel agent, she would need to call in to get the suite availability (I would leave her a range acceptable and ones I would not rebook to so she does not have to call back again) and make the change.  In all consciousness, I cannot expect her to sit on hold for hours for this move which I have discovered is not automatic for her to do on the system (I doubt it ever was).  I also feel maybe that precious space in the line to get the call answered belongs to someone else.

 

So rather than get a few £K more out of me certainly no revenue for Azamara at this moment in time.  In the "olden days" this switch would have been done as soon as we saw it was an option

[Wheelhouse]

My booking that I made a month ago now appears on the Azamara website.  The cruise is a long ways out so I have not been at all concerned.  So maybe they are making some progress with the transition.

[cruiseaholic78]

Is it not possible to first check on another website which shows numbers available?

 

On another note we wanted to book the Journey from Bordeaux to Amsterdam and I couldn’t believe the pricing shown! They were asking more than €11000 euros for a balcony cabin, checked yesterday with a T.A. and he said it was correct.

 

Just had another look and they seem to have gone crazy unless I am missing something, I know there supply and demand but this is ridiculous.

 

 

[nonrev1]

I find it all very strange.  The cruise we booked onboard while on the Quest has been showing up accurately with OBC/ beverage package etc.  So it seemed like everything after the IT fiasco was ok.  This morning, everything ws gone and showed that we are new cruisers and have no bookings.  My poor travel agent has been trying to get through to Azamara and the line disconnects after many hours.  I also tried with the same outcome.  I am not worried about cruises next nyear - it is a cruise I have coming up this summer.  I would like to get it resolved - they tried while on the Quest, I have sent emails with no repsonse and no one answers calls.  I am beyond frustrated.  The issue I am having is a bit similar to one we had when we cruised earlier this month and they will not be able to resolve it on the ship.  So, this does have to be resolved. Not sure what other avenues there are to contact Azamara.....but, nothing is working.