Pre-Covid we really thought Azamara was terrific. We are set to sale on a B2B this summer. That being said, we did have a few issues with Customer service on the early voyages. Fast forward to May of 2021. As we were doing the B2B, I decided to make reservations for 2022. Had done a serious amount of research, including the cabin I wanted. The agent was helpful but as we were attempting to use our 2020 credits up, I was told she would get back to me with the final accounting. The next week, I called and was reassured everything was fine by a different agent. He said he would send the agent a note, asking her to send me an email finalizing the trip. Never got anything. In October, I thought, why not check the web site. No reservations. The snippy agent I did get, told me I had no reservations and there was nothing in the system to indicate I ever had same. I document everything. Long, long story made short. After sending FedEx letters to six executives, including the director in NYC, I finally got a response. We are booked but have to change cabins…
Fast forward again to last month, when we had a final payment due for insurance. The phone bank was overloaded with people, who had justifiable reasons to wonder how they were getting in/out of Venice. As I HAD to make this payment and my COVID booster wouldn’t allow me to lift my left arm, I decided to wait on hold. I timed it. THREE HOURS and THIRTY-SEVEN minutes. For a two minute conversation. Why didn’t customer service add a dedicated number to the phone tree for people like me, trying to pay off their fees? I didn’t need an agent. I needed accounting. I am hoping the cruise as as wonderful as previous trips…