Azamara will not respond to loyal members.

We have been treated badly by Azamara uk , USA, and le club voyage even though we are Discoverer Plus members.

We have send many emails and all we get are holding replies.

We are booked on Jan 2016 journey trip after refit, which nobody told us about before we booked. We were shuffled off to deck 6 when we BOOKED. Deck 8.

Now we hear that deck 8 cabins will be available after all, but to date no one has offered our original cabin.

Worse still nobody will reply to our emails.

What a way to treat any customer never mind a most loyal one.!

What is happening with this Mickey Mouse outfit? The more you support them the worse treatment you get!

We have been treated badly by Azamara uk , USA, and le club voyage even though we are Discoverer Plus members.

We have send many emails and all we get are holding replies.

We are booked on Jan 2016 journey trip after refit, which nobody told us about before we booked. We were shuffled off to deck 6 when we BOOKED. Deck 8.

Now we hear that deck 8 cabins will be available after all, but to date no one has offered our original cabin.

Worse still nobody will reply to our emails.

What a way to treat any customer never mind a most loyal one.!

What is happening with this Mickey Mouse outfit? The more you support them the worse treatment you get!

Hi

I have recently suffered the same problem as yourself but on Quest after her refit. I now have my original booked deck 8 cabin back after a month or so of being pushed to a V3 at the back of deck 7. Have you e-mailed Richard Twynam (UK MD) ? He is very good at resolving things like this, and he along with Craig Masters (Rccl) and my TA resolved the matter albeit after a month.

If you havent - his e-mail address is RTwynam@azamaraclubcrises.com

My TA played a very important part in this and did alot of chasing to get it resolved as his intervention gets e-mail and calls directed to the appropriate people.

BTW, I dont think loyalty level has much to do with it as I have acquired none to date, but perhaps a persistance in trying to get it resolved instead. I am alo on a B2B with the cruise afterwards, this may have influenced their decision to prioritise my cabin. I was never told the reasons for the downgrade or its reinstatement, but needless to say we got there in the end and are now very happy.

Good luck

We have been treated badly by Azamara uk , USA, and le club voyage even though we are Discoverer Plus members.

We have send many emails and all we get are holding replies.

We are booked on Jan 2016 journey trip after refit, which nobody told us about before we booked. We were shuffled off to deck 6 when we BOOKED. Deck 8.

Now we hear that deck 8 cabins will be available after all, but to date no one has offered our original cabin.

Worse still nobody will reply to our emails.

What a way to treat any customer never mind a most loyal one.!

What is happening with this Mickey Mouse outfit? The more you support them the worse treatment you get!

I second the suggestion to contact Richard Twynam. He is very customer focused and am sure he will be able to assist you

I have already talked to the U K md but he now I'll not respond to my emails.

I am not impressed by him.

Talked to UK md, but he did nothing to help.

We had a problem with a change of cabin on exactly the same cruise. Richard Twyman responded quickly after being contacted by Bonnie after I posted on this board. Maybe try again? Have you contacted your Travel Agent too?

Talked to UK md, but he did nothing to help.

I'm very very surprised to hear this. Until your post, I've not read anything but extremely positive comments about Mr. Twynam's office. Azamara has likely been working on the "world cruise" for some time, and they are probably extremely busy. I also suggest emailing his office again.

I also second the comment, that if you are using a TA, to have them get involved.

Hope you have a positive outcome, and good luck !

Hello Belfastbangorboy, this does NOT sound like Mr Twynam's SOP. And I do know there is an ongoing effort to get previously displaced guests back in their first-choice accommodations. So where the ball is getting dropped, I am just as confused as you.

I will send this to Mr. Twynam to follow-up on. I'm presuming he will know who you are & which is your booking since you state you've had multiple conversations with him/his office? If you think he'll come back to me and ask me to have you email him your confirmation number, then go ahead and email him again with all your data. That will speed things up, given our time-differences from Ireland-California-Miami.

I have contacted Mr Twynam twice and had very helpful responses both times. I suggest you try him again, politely.

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As I posted earlier on a different thread, I have had fantastic responses from Richard Twynam. He truly goes the extra mile for Azamara guests and I'm sure if he can help fix your booking, then he will do so.

I think Azamara Customer Services in the UK is wonderful since Richard took over....but Guatemala....well that's another matter! :eek:

Dear Bonnie,

So, Azamara have been trying to get everyone back in their original cabin.

EVERYONE BUT US, TWO OF YOUR MOST LOYAL CUSTOMERS.

WE BOOKED THIS CRUISE OVER 12 months ago and have had nothing but grief since.

We know for a fact that people who booked after us are back in their deck 8 cabin.

No one, but no one has contacted us for months.

This will be our 22nd cruise with Azamara and unless this is sorted out soon it will be our last.

This whole story is farcical.

So no more excuses for pitiful performance, we want results.

Cruising is a pleasure - don,t think so with your outfit.

Walter

Wow just wow!

Dear Grandma Cruising,

I have been polite and have been ever since this issue unfolded about four months ago.

Upsetting a cruiser with 22 sailings would seem like an enormious disconnect???? In fact darn near unbelievable!

Sorry you are not getting the results you want.

The U.K. Office responses over the last year have been best practice so there must be something else - maybe your particular room is not available?

You have 22 cruises with Azamara, why threaten to walk away from something you like over something like this? On board you know the room is the same regardless of the floor,the service is great, ok it's not the room you want but you know, glitches happen, we all make mistakes...I would forgive and prepare to enjoy the experience.

And I personally would turn off the emotional language, in my experience in life you do not engage those who might be able to help you by calling their organisation a Mickey Mouse outfit regardless of how you feel internally

Sorry to hear about your experience belfastbangorboy. Regrettably there does seem to be something adrift (pardon the pun) with Azamara when it comes to emails.

We've never cruised but thought we'd give it a go. Having read Cruise Critic we decided that the Azamara Quest cruising round New Zealand sounded just like what we wanted - so we booked through Azamara's website. Big mistake. If we'd had access to a good travel agent who specialised in cruises we'd have used them but where we live there's no such thing - oh, how I wish we had one to help us now.

The booking worked fine. OK, it was deck 6 :rolleyes: but we were content. The acknowledgement shot back and I paid the deposit. I'd rather hoped that we might hear how to pay the balance before it was due but no, so I decided to find out how to pay so we didn't lose the booking. The only email address on the website was Le Club Voyage and someone responded (more than you got) but it took a dozen or more emails to establish the account to which I should pay the money. I'm now going through a similar number of emails in an attempt to get a receipt.

So, what we'd hoped would be a wonderful experience, to date has been a shambles. We're just praying that the cruise will be all we'd hoped for and that when we board our expectations (raised from the comments on Cruise Critic) will be realised.

To the op... What is it that makes you worry about deck 6 so much? I have been on each deck countless times and have been unable to spot any differences... Unless Azamara downgraded your cabin category? What category did you book and are you in a different one now?

This story simply doesn't compute... there must be more to it.

The booking worked fine. OK, it was deck 6 :rolleyes: but we were content. The acknowledgement shot back and I paid the deposit. I'd rather hoped that we might hear how to pay the balance before it was due but no, so I decided to find out how to pay so we didn't lose the booking. The only email address on the website was Le Club Voyage and someone responded (more than you got) but it took a dozen or more emails to establish the account to which I should pay the money. I'm now going through a similar number of emails in an attempt to get a receipt.

Not sure if hijacking someone's thread with a completely different problem is helpful, but as it comes to making payment... just pick up the phone and pay by credit card. Being from Europe myself I realize that might not be the 'payment culture' in the county you're from, but it's how the vast majority of the travel industry works so adept to it. And it only takes one phone call as well to get an updated conformation with a 0 balance. Nothing has to be difficult, unless you want to do it in a way that's different from the standard procedure / how 99% does it - that's when problems starts...

I think the moral of the story is - get a decent TA who knows where to direct communications and let them deal with it. It certainly worked for me.

Dear Bonnie,

So, Azamara have been trying to get everyone back in their original cabin.

EVERYONE BUT US, TWO OF YOUR MOST LOYAL CUSTOMERS.

WE BOOKED THIS CRUISE OVER 12 months ago and have had nothing but grief since.

We know for a fact that people who booked after us are back in their deck 8 cabin.

No one, but no one has contacted us for months.

This will be our 22nd cruise with Azamara and unless this is sorted out soon it will be our last.

This whole story is farcical.

So no more excuses for pitiful performance, we want results.

Cruising is a pleasure - don,t think so with your outfit.

Walter

Have you checked the junk/spam mail folder in your email client? Also have you carefully checked the address you are emailing (I believe the correct address is in post #2)? My general experience is that often, when one does not get an email reply after several attempts to an otherwise reputable/reliable contact, the problem is a technical one. Sometimes a subtly incorrect address, sometimes an overly zealous spam filter.

If neither of those are the problem, you might include a phone number in your next email. As others have suggested, if you booked through a TA they should be able to help.

I think the moral of the story is - get a decent TA who knows where to direct communications and let them deal with it. It certainly worked for me.

I disagree. 50+ cruises, all booked directly with the cruise line. I much rather be in control myself than deal with someone via someone else. When the first people from the Internet generation reach retirement age, travel agents will be a thing of the past.

I disagree. 50+ cruises, all booked directly with the cruise line. I much rather be in control myself than deal with someone via someone else. When the first people from the Internet generation reach retirement age, travel agents will be a thing of the past.

But we are talking about when the situation goes wrong like this - The OP has not been sucessful on his own and a TA wil have more experience when the problems do arise.

 

And I personally would turn off the emotional language, in my experience in life you do not engage those who might be able to help you by calling their organisation a Mickey Mouse outfit regardless of how you feel internally

This is good advice. I know at this point you are very frustrated, but if you adopt the attitude with Azamara directly that you demonstrate here it's not going to improve your chances of it being sorted out. I'm suspecting you've been moved from a Club Continent Suite to a veranda? I'd be disappointed too, but be calm and stick to it is better.

Phil

I am amazed that you did not receive assistance from Richard Twynam. My experience is completely different. However, now that Bonnie has stepped in I hope your issue is sorted soon.

And if you are unable to have your original stateroom please do not worry about deck 6. We often select it deliberately and in fact on Sunday will be very happily settling into our very nice verandah cabin on that deck on Journey. We can't wait.

BelfastBangorBoy, there was a similar issue earlier this year with another cruiser local to both you and I. They were cruising with Azamara on our recommendation.

I followed their postings, and spoke with them personally to offer any advice I could.

Both Bonnie and Mr Twynam got involved and over a period of time (6-7 weeks) the issue was resolved, maybe not as fast as they wished, but none the less to their satisfaction.

That's why these forums work, especially the Azamara forum with Bonne playing a unique role for Azamara cruisers.

Having been kept in the picture by the other cruiser earlier in the year, patience, resolve and a willingness to work with Azamara in resolving the issue paid dividends in the end.

They were booking their first Azamara cruise, and could have easily thrown the rattle out of the pram, however persistence and a cool head resolved the issue.

Not sure if hijacking someone's thread with a completely different problem is helpful, but as it comes to making payment... just pick up the phone and pay by credit card. Being from Europe myself I realize that might not be the 'payment culture' in the county you're from, but it's how the vast majority of the travel industry works so adept to it. And it only takes one phone call as well to get an updated conformation with a 0 balance. Nothing has to be difficult, unless you want to do it in a way that's different from the standard procedure / how 99% does it - that's when problems starts...

Hardly hijacking the thread, I was agreeing with the OP that there was a problem emailing Azamara.

Thank you for informing me that phoning is the standard procedure - as it's my first booking I didn't know that - I'd rather assumed that Azamara would be able to deal with emails. However, now I know better.