UNHBadger

Yeah, for a long time, I wasn't getting any designated phone line for soon-sailing cruises. But in just the last day or so, it has appeared as option 2 when I've called the main number. Now, I only hope Azamara boots anyone who presses #2 who does NOT have a cruise before June 22.

HA! We sail in 18 days, and our (FULLY PAID 5 months ago) invoice has gone from owing more than $1000, to being corrected for a few days and showing "Paid in Full" (which I screenshot), to now owing $268 (*****?) And the difference is they have, for inexplicable reasons, changed the Invoice Total for the cruise (even though we did not add anything). Total 💩 show. Going in the WRONG direction.

We've all been given Future Cruise Credits on the NEW Azamara ship: The AZAMARA IRONY 🤨🤪⛴️

I sent a letter April 16 (not to Carol, but to guest relations). The website says to expect a reply in 10-14 days. Now 20 days and 🦗🦗🦗🦗🦗. But, why should the postal mail be any different? 🙄. I’m not saying don’t send a letter, but don’t expect a reply (or anything to change). Oh, and have you all noticed that the corporate phone number in Miami is a constant busy signal, like the phone is off the hook?

I don't think even a strongly worded letter signed by 30 or 40 customers would be telling her anything she doesn't already know. What will get their attention is a drop off in bookings (which MUST be happening, just from the loss of new bookings from customers and travel agents who cannot get through on the phones, as well as from those formerly loyal AZ guests who have decided to pack it in due to the aggravation of dealing with the website and long call queues--as well as the fallout from potential customers reading reviews here and elsewhere). On the other hand, if these problems bleed into similar issues onboard the ships (which is NOT what most cruisers are reporting), for example, if booked passengers find their pre- or post-cruise air reservations cancelled, or their excursions non-existent, or their entire cruise deleted, with no way to get a prompt refund or suitable replacement (because the reservations system is still in the crapper), then there might be grounds for a more serious action in the way of a formal complaint to the Better Business Bureau, or even class-action litigation. But, I do NOT think we are there yet. Right now, it is just very aggravating, and bad shore-side customer service--which I am certain they are all aware of. All reports indicate the cruise experience is still excellent. What would be nice is more regular, and truthful, updates from the company, along with an ironclad promise to make good on any screwups that result from the web disaster. Right now, to me, the worst aspect of the company's crisis strategy is their totally dumb and unnecessary lack of communication to booked passengers. There's so many ways to do this, and do it effectively. And they have used none of them--probably because they still don't fully understand what's needs fixing and how to do it.

More irony from Azamara (on their website): "Here at Azamara we want to hear from you, so we’ve made it easy to get in touch." 🤪

Don’t know if this can even be accomplished with the current problems. I’ve twice tried to complete the forms and upload documents and photos, etc., and the website does not save any of the info.

Except, there is no designated phone line for short term embarkations, and no special email address for those sailing before June 15. So it’s still a matter of “trust us to fix your errors before you sail.” We’re departing in 33 days, and it’s no easier for us to contact AZ than for anyone else caught in this transition sh**show.

Or a figment of the imagination, as I’d did not even get an email, not this one, or any reply to my several email inquiries. Last email I got from Azamara was a generic one on 4 April promising “ We anticipate our website is fully functional by the end of next week.”. That did not age well.

Yeah, I ain’t falling for the old “we’ll hold your place in line and call you back” **** anymore. Tried that twice with no callback. Also, no email replies. Yes, they are having problems. But at least hire a few more people to respond to emails and answer phones while you work out the glitches. Better than treating booked guests with contempt. I actually wrote them a letter by post, just trying to get errors corrected before our cruise (or create a paper trail for future claims). But, I’m not holding my breath.

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.

This has not aged well.

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