babykay

I had to look up my banking information then I was given the shore excursion tickets. Without any kind of apology. They acted like it was my fault.

Let me give everyone a word of caution. I just returned from a beautiful Azamara cruise but ran into a massive problem. I had booked a couple shore excursions and brought the Azamara receipts with me. When the excursion tickets didn't arrive at my stateroom, I went to the ShoreEx desk. They asked me for proof that I had actually paid for it. I told them that I had the confirmation from Azamara. That wasn't enough - they wanted bank records. Seriously - they wanted me to show them my bank entry that showed I paid for it. Exactly not what I wanted to do or worry about on the first day of my vacation.

My agent was recommended by one of their sales directors. A couple months into our booking she threw up her hands and said, you are on your own.

Good to know!

I thought I had everything sorted out after over 4 months of continual attempts. I called to see where our documents were - got through after about 10 minutes - but they don't show my reservation on their end. I can pull my reservation up on the website but they say it isn't valid. I asked what we are going to do about it and she said she would make up a service ticket and promised someone would get back to me sometime yesterday. It is the end of today and I still don't have it sorted out. I called today and got through after about 30 minutes on hold and they said they don't have an answer yet. We leave in 2 weeks.

Count me as a not me.

Since I have been very vocal on this page about my experience, I need to come back and tell you that my husband was able to get through to a very delightful agent after about a 15 minute hold. She was able to see our loyalty information and our OBC. She was also able to assure us that our shore excursions would be at the original price. NOW I am ready to sail with assurance that all is OK.

I have tried every day 3 times a day all throughout the day. I get the recording every single time.

Exactly my point. The idea that we just board without having everything confirmed is unsettling to me. The idea that I would have to spend any time onboard cleaning this up is unpleasant for me. And the message that their outright dismal customer service just speaks volumes to me about how they look upon me as a customer. I can't get answers, I can't get reassurance on shore excursion that have doubled in prices since we booked, that it will be adjusted. I think that Azamara should seriously be meeting to come up with some form of compensation. For the last week I have called numerous times during the day and get the recording that they are not taking calls - call back tomorrow. What happened to the new team on the phones that Carol sent a letter about? It clearly was not true. I have lost complete trust in this company.

We have 3 staterooms in our group and we always talk about where we want to go next so we can book it onboard. The only decision that has been made is that it's won't be on Azamara. I love the product but I don't love what the headquarters is really saying or thinking about us.

Especially when we were told everything would be fine by the end of April, then May, then June. I know this isn't the way they wanted this switch over to go - but not having an army of customer services reps just tells a big story of how they are looking at their customers.

The problem is that when you have submitted a ticket and get no response after 90 days, what is the next recourse?

Yes - we booked a cruise and have a receipt from our agents. We went through similar last year and got on and everything was fine. But this is vastly worse.

I disagree. I have been trying to get my account settled for 4 months and have never received a response to my 4 service tickets, emails to Azamara, a call to my local rep, a DM on Facebook. Nothing has done anything. I am 30 days away from my sailing and I called today at 8 am and they said that they are not taking calls - try back tomorrow. It is beyond frustrating. I have never paid so much for a product and asked to go on Azamara's word that everything will be fine once we get on the ship.

I am missing everything. My upcoming cruise is still not showing, My OBC clearly not showing, my tier level is wrong. And I have been trying to get this resolved for 4 months.

Well, after the promise that things were getting better at Azamara, that doesn't seem to be the case. I tried to call this morning at 8:00 exactly. A recording came on and said, "due to call volume they will not be accepting phone calls today - try back tomorrow". I am within 30 days of sailing and I have submitted 4 service tickets that have all been gone unanswered. I have emailed. I have DMd on Facebook. I have contacted the sales representative for Azamara. And here we are. Do we fly to Copenhagen in hopes that everything is OK? It seems so wrong to ask people to show up and the ship with the promise that all in well. I am so frustrated with Azamara. It is not a serious company and it is being run by people that are not serious about customer service. How are people feeling about insisting on compensation? I think it is absolutely warranted at this point in time.

This is my point completely. I have gone through system changes and everyone involved know that the potential for disaster is a reality. But they suit up and get prepared to make it as painless as they can. They additional IT staff and a massive army of customer support personnel. They failed at this dismally. And apologies go just so far. I think they need to start working on compensation for people who hung in there and arrived at the vessel with only Azamara's word that everything will be OK. A lot of people didn't hand in there and simply cancelled.

My agent has and had stopped selling Azamara. It has been as big a nightmare for her as it has been for us.

You will notice that the prices have gone up over 50% in most cases. They couldn't straighten out our account because they were busy reprices shore excursions while everything went dark.

I am on day 45 - no response at all. The only response I ever got was an email saying "your issue has been addressed, if there is anything else you need please feel free to reach out". Spoiler: nothing has been fixed. And the email came from a no reply email.

My mistake.

Why would wanting to cancel be "over the top"? I have already paid in full, but if I hadn't I would think about cancelling. It's not so much that things are showing up wrong on the account,(or not showing at all) but the one thing that Azamara could do is hire far more people to answer phones and service tickets. That is in complete control of Azamara. It just speaks to me that they are incompetent and don't really care.

I am beyond frustrated at this point. We booked for Scotland in November. We started booking at their encouragement the day before everything went dark. My booking didn't show up for 2 months and then it appeared - without a OBC or loyalty information. Then all went dark again and to this day it says that I have no upcoming sailings. My sister in law had the same problem - but when her booking showed up after about 2 months, she made some shore excursion reservations. It was not possible to pay for these. One excursion was $89 when she made it, Now, on her invoice, it shows that she owes $169 per person. We went on a 33 day voyage last year with AZ and had massive problems communicating with them because they had taken our sailing off the website. Same thing - no one ever answers. Everything worked out for us, but this seems so much worse. I am planning another cruise with our family (4 cabins) for 2024 but I feel like I can't really commit until I see this solved to my satisfaction. Does anyone have a workable email for customer service?

Furthermore, my SIL is on the same sailing and was able to book a shore excursion that was priced at $89. The website confirmed the booking but it would not let her pay for it. Now she looked and it is $169. They didn't honor the price she booked it at.

We are on the same sailing. I was able to book Stirling Castle before things got dark. I haven't even been able to see my reservation, let alone book excursions. There was nothing I could do on my end to mitigate things. Is it too much for me to expect that they would compensate about all that we have gone through - and the increase in shore excursions?