Posted April 20th, 2011, 01:52 AM
In good conscience you don't do things like this. But I feel that rather than an intentional lack of good conscience, it is a case of unintentional administrative disfunction.
That's why an explanation from Bill would be helpful here. This isn't a concern of one individual ... it affects many; both those directly affected by the 'bait and switch', and those of us who wonder if we can trust Azamara if we do book with them.
Hello Susan-M and all of you:
I’m sorry for not responding to you sooner in this conversation about your deep disappointment about how we communicated the expiration of our “Azamara Land Discovery 50% Savings Promotion on March 31, 2011.”
In some of my earlier posts on other forums, I shared with you my preference to avoid posting information in a piece-meal fashion on Cruise Critic so that I could have the time to gather more information from management. I thought that a “complete” reply detailing our communication plan would be more meaningful than just a part of the response. I can see after reading about your accelerated drop in your confidence and trust in our shoreside operation that I was very wrong to do so. From now on, I’ll let you know up-front that I’m checking for more information and that I will get back to all of you. It was very upsetting for me to realize that I was exacerbating your frustration and for doing that I apologize.
It seems that most of you could understand and accept our decision to change our policy, but were dismayed by the way in which we communicated this change to you. I included Susan-M’s comment in my reply because of her diagnosis that our problem was “a case of unintentional administrative dysfunction.” Fortunately we’re aware that our “symptoms” sometimes create discomfort for our guests, but we’re working on treating the underlying “connectivity” problem.
I will get back to you with the communication schedule that we used to communicate this policy change along with any other information that I might learn. Regardless of what it states, the very fact that I'm writing this means that our plan did not perform as well as we thought. Simply stated, we made a mistake.
At the risk of being tarred and feathered, I will reiterate once again that Larry Pimentel and his team understand that there is much to improve in our shoreside operation if we truly want to fulfill our goal to provide a “seamless” quality Azamara experience on both land and sea. Recently I read a comment by Gen. David Petraeus about Afghanistan saying that “hard isn’t impossible” and I immediately thought of Azamara's internal operation presenting that same type of challenge in improving its functionality so that it operates more efficiently. It will be hard –but we will persist in that endeavor. I respectfully ask you not to give up on us. Sometimes the best of lines do wrong things.
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)