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  #121  
Old May 30th, 2012, 07:36 AM
Ellizak Ellizak is offline
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Join Date: Jan 2010
Location: Newcastle, UK
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Originally Posted by DJ62 View Post
Hi Desiree & John

Please keep battling on to get a full refund - I know it is onerous and having to email things across to them several times is very annoying (you can tell I feel very strongly about this). I cannot understand why the person handling your refund has a generic email address and you cannot write to them individually....
I will be lodging a formal complaint to the chairman of RCCL if I do not receive a full refund of my flights and other expenses and I would urge everyone who is struggling to get their money back to join me in this.

DJ62
Thanks for the advice DJ62
I have no plans of giving up on this one but the disappointment with Azamara is starting to set in once again.

Desiree & John
Newcastle
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  #122  
Old May 31st, 2012, 08:06 AM
Bill Leiber Bill Leiber is offline
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Azamara Club Cruises
 
Join Date: Aug 2010
Location: shasta, ca
Posts: 1,642
Default Attention posters: Dj62 / ellizak / spw1947/ lindentree

Hello DJ62, Ellizak, and Lindentree in the UK and Spw1947 in Australia -

On Wednesday, May 30, I forwarded all of your Cruise Critic comments to the UK Customer Relations manager and to the Miami team to remind them that although you had received your cruise fare refunds, you were still waiting for your reimbursements for costs associated with visas, flights, hotel changes and incidentals such as pre-paid parking.

I've learned from Corporate Guest Relations in Miami that they have provided their updates to UK Customer Relations and since the Azamara Cruise Critic forum is not the appropriate site in which to share such details, please contact the UK Customer Service office about your specific refund status.
§ UK Customer Service email: custserv.uk@rccl.com
§ UK Customer Relations telephone: 01932 834330

Sue(Spw1947), please contact the Australian office for your update.
§ Email: Customerservices.au@rcclapac.com
§ Telephone: Reservations number - 1300 754 500 - or our Sydney switchboard number - 02 4331 5400 - and request Customer Relations

Also, I received an explanation about the guest relation policy not to provide the direct email address of the specific agent with whom one has been dealing: By having all the incoming emails go to the guest relations inbox rather than to the agent's personal email account, then that guest email is available to everyone on the team to see and service if the specific agent were out of the office.

I'm hopeful that each of you will find satisfaction as you deal with the local customer relations teams in the UK and Australia to complete your refund process and I'm very sorry that the process has taken so long for each of you.

Sincerely,

Bill Leiber
_____________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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  #123  
Old May 31st, 2012, 09:18 AM
Ellizak Ellizak is offline
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Location: Newcastle, UK
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Finally after 30 days I received an email from Azamara UK stating that the Miami office have agreed to pay cost of visa's. Nothing else!!!!!!

Returned email as a formal complaint and guess what - automated reply to respond within 21 days. Nothing left to say really

Desiree & John
Newcastle
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  #124  
Old May 31st, 2012, 11:44 AM
Bill Leiber Bill Leiber is offline
Chief Blogging Officer
Azamara Club Cruises
 
Join Date: Aug 2010
Location: shasta, ca
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Quote:
Originally Posted by Ellizak View Post
Finally after 30 days I received an email from Azamara UK stating that the Miami office have agreed to pay cost of visa's. Nothing else!!!!!!

Returned email as a formal complaint and guess what - automated reply to respond within 21 days. Nothing left to say really

Desiree & John
Newcastle
Hello Desiree & John -

I'm sorry that your response was not more complete.

The UK Customer Relations manager suggested that you TELEPHONE them rather than email. That way the team will be able to get right on the case and you can avoid receiving the automated response.

Sincerely,

Bill Leiber
_____________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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  #125  
Old May 31st, 2012, 01:51 PM
lindentree lindentree is offline
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Join Date: Jun 2009
Location: chester
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Quote:
Originally Posted by Ellizak View Post
Finally after 30 days I received an email from Azamara UK stating that the Miami office have agreed to pay cost of visa's. Nothing else!!!!!!

Returned email as a formal complaint and guess what - automated reply to respond within 21 days. Nothing left to say really

Desiree & John
Newcastle
Well put, as for ringing the USA not a chance I am down on the deal already! I have just come off the Journey and asked the concierge to read my email and contact Miami to explain the lack of a receipt due to buying a postal order still waiting a reply................
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  #126  
Old June 1st, 2012, 01:14 AM
spw1947 spw1947 is offline
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Join Date: Apr 2010
Location: Melbourne, Australia
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Default Many thanks

I was very pleased to have a phone message today from Miami saying that the refund for expenses is being processed. Thank you Bill for stirring this up.

My problem now is that the amounts she mentioned are more than I think we are due. Will we receive an itemised account so that I can check this and if necessary repay, or do I 'take what we are given and run' as the saying goes???

Many thanks,

Sue
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  #127  
Old June 1st, 2012, 01:44 AM
Bill Leiber Bill Leiber is offline
Chief Blogging Officer
Azamara Club Cruises
 
Join Date: Aug 2010
Location: shasta, ca
Posts: 1,642
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Quote:
Originally Posted by lindentree View Post
Well put, as for ringing the USA not a chance I am down on the deal already! I have just come off the Journey and asked the concierge to read my email and contact Miami to explain the lack of a receipt due to buying a postal order still waiting a reply................
Hello Lindentree -

I know that you're waiting for reimbursement of your visa fees and pre-paid, non-refundable Heathrow airport parking.

I'm aware that the status of your request has been resolved and highly recommend that you telephone the UK Customer Relations team members in London at: 01932 834330, so that you'll be able to "state your case" without delay.

Actually, there is no need for you to telephone Miami in the US. I'm sorry that I didn't state that point more clearly when I was mentioning my contacting the offices on both sides of the Atlantic.

Sincerely,

Bill Leiber
_____________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
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  #128  
Old June 1st, 2012, 02:05 AM
Bill Leiber Bill Leiber is offline
Chief Blogging Officer
Azamara Club Cruises
 
Join Date: Aug 2010
Location: shasta, ca
Posts: 1,642
Default

Quote:
Originally Posted by spw1947 View Post
I was very pleased to have a phone message today from Miami saying that the refund for expenses is being processed. Thank you Bill for stirring this up.

My problem now is that the amounts she mentioned are more than I think we are due. Will we receive an itemised account so that I can check this and if necessary repay, or do I 'take what we are given and run' as the saying goes???

Many thanks,

Sue
Hello Sue -

Thanks for sharing this positive news about your refund for visa costs.

It is my understanding that the AUS office will be disbursing your refund check. With that in mind, your best solution is to contact AUS Customer Relations directly for answers to your specific questions about the accuracy of the amount you were told today by the Miami representative, compared to your own estimate. As it is "written" - Honesty is the best policy.

 Telephone: Reservations number - 1300 754 500 - or our Sydney switchboard number - 02 4331 5400 - and request Customer Relations
 Email: Customerservices.au@rcclapac.com

Good luck in this last endeavor and thanks 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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  #129  
Old June 1st, 2012, 08:42 AM
DJ62 DJ62 is offline
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Join Date: May 2012
Location: UK
Posts: 5
Angry Update on refund from Azamara Quest

Hi Bill

Azamara's very nice director of marketing has intervened but the result is the same - Azamara will only cover part of the pre paid, pre booked airfares and will not cover the cost of the pre booked, pre paid hotel...

So all in all the failure of Azamara to provide me with my booked and paid for holiday has cost me £873 as I booked my flights and hotel seperately! Great value I don't think so. Unfortunately my "excellent" travel insurance doesn't cover me for your inability to keep to your side of our contract.

So Bill next stage is to refer my case to the Sunday Times Travel watchdog which hopefully they might print in their newspaper and write a formal complaint to your chairman. Whether this will do any good remains to be seen.

At least it has made up my mind never, ever to do business with your company again and as to the "money off vouchers" well I don't think my comments are printable.

DJ62
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  #130  
Old June 1st, 2012, 09:18 AM
Ellizak Ellizak is offline
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Join Date: Jan 2010
Location: Newcastle, UK
Posts: 63
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Quote:
Originally Posted by DJ62 View Post
Hi Bill

Azamara's very nice director of marketing has intervened but the result is the same - Azamara will only cover part of the pre paid, pre booked airfares and will not cover the cost of the pre booked, pre paid hotel...

So all in all the failure of Azamara to provide me with my booked and paid for holiday has cost me £873 as I booked my flights and hotel seperately! Great value I don't think so. Unfortunately my "excellent" travel insurance doesn't cover me for your inability to keep to your side of our contract.

So Bill next stage is to refer my case to the Sunday Times Travel watchdog which hopefully they might print in their newspaper and write a formal complaint to your chairman. Whether this will do any good remains to be seen.

At least it has made up my mind never, ever to do business with your company again and as to the "money off vouchers" well I don't think my comments are printable.

DJ62
Could not agree more!

Desiree & John
Newcastle
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  #131  
Old June 1st, 2012, 09:23 AM
lindentree lindentree is offline
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Join Date: Jun 2009
Location: chester
Posts: 17
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Quote:
Originally Posted by Bill Leiber View Post
Hello Lindentree -

I know that you're waiting for reimbursement of your visa fees and pre-paid, non-refundable Heathrow airport parking.

I'm aware that the status of your request has been resolved and highly recommend that you telephone the UK Customer Relations team members in London at: 01932 834330, so that you'll be able to "state your case" without delay.

Actually, there is no need for you to telephone Miami in the US. I'm sorry that I didn't state that point more clearly when I was mentioning my contacting the offices on both sides of the Atlantic.

Sincerely,

Bill Leiber
_____________________
Chief Blogging Officer*
Azamara Club Cruises
(*CBO is an authorized and compensated representative of ACC)
Thanks Bill,
I spoke to London on the 29th May as they had left a message asking me to call them. Once again I explained the lack of proof of purchase and she said Miami would ring me needless to say I didn't get a call!
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  #132  
Old June 1st, 2012, 10:43 AM
Jade13 Jade13 is offline
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Join Date: Dec 2006
Posts: 18,561
Default

Quote:
Originally Posted by DJ62 View Post
Hi Bill

Azamara's very nice director of marketing has intervened but the result is the same - Azamara will only cover part of the pre paid, pre booked airfares and will not cover the cost of the pre booked, pre paid hotel...

So all in all the failure of Azamara to provide me with my booked and paid for holiday has cost me £873 as I booked my flights and hotel seperately!
DJ62
We had this similar problem last year regarding hotels. We had the option to rebook when Egypt was canceled and Azamara (posted on CC) had offered to cover various non-refundable fares including hotels (up to a certain amount). It was not a straight refund but was conditional on booking another cruise with Azamara, and amount would be put towards a credit on the new cruise/itinerary (not cash back).

We had pre-booked the Hyatt in Dubai using their non-refundable vouchers. They can be reused on a space available basis and only if that level voucher is available (that is the catch, it was not a credit that can be used whenever). I asked all the questions before rebooking and explained exactly what we had, and was told it was not a problem. This went on for months trying to get a refund. I even had it in writing from Azamara that they would issue the credit if I had a letter from Hyatt Corporate stating the vouchers were not refundable. I did get that letter as requested. After spending hours on this Azamara still refused the refund (and yes, I offered to give them the vouchers - let them go figure out where they could use the vouchers). We were out $500.00 USD.

Last edited by Jade13; June 1st, 2012 at 10:44 AM.
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  #133  
Old June 1st, 2012, 10:47 AM
Jade13 Jade13 is offline
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Join Date: Dec 2006
Posts: 18,561
Default

Quote:
Originally Posted by DJ62 View Post
Hi Bill

Azamara's very nice director of marketing has intervened but the result is the same - Azamara will only cover part of the pre paid, pre booked airfares and will not cover the cost of the pre booked, pre paid hotel...

So all in all the failure of Azamara to provide me with my booked and paid for holiday has cost me £873 as I booked my flights and hotel seperately! Great value I don't think so. Unfortunately my "excellent" travel insurance doesn't cover me for your inability to keep to your side of our contract.

So Bill next stage is to refer my case to the Sunday Times Travel watchdog which hopefully they might print in their newspaper and write a formal complaint to your chairman. Whether this will do any good remains to be seen.

At least it has made up my mind never, ever to do business with your company again and as to the "money off vouchers" well I don't think my comments are printable.

DJ62
Maybe you should put in the request and the have proof of the denial letter from your insurance to send back to Azamara.
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  #134  
Old June 2nd, 2012, 07:23 AM
lindentree lindentree is offline
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Join Date: Jun 2009
Location: chester
Posts: 17
Default refund hurrah

Just happened to review my credit card online and low and behold a credit for 2 visas. I only hope they have done this for my mum too!! No other communication but finally a resolution.
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