Just back from Avalon Panorama

[Avalon Waterways]

Despite our best efforts to address the questions, and in some cases, concerns about caviargal's very specific experience with Avalon on one cruise itinerary, it seems, in some way or another, we have not yet adequately addressed all comments. And, while we're disappointed with that, we can appreciate the great passion and enthusiasm demonstrated here. It's clear, you're all river cruise fans and we LOVE that!

 

Throughout these board posts - and the hundreds of others - there's one thing we're certain you, as river cruisers (Avalon or other), can also appreciate: We do our best on every cruise, for every cruiser, to not only meet but exceed expectations. And, while we're usually quite successful in our endeavors (we cited our 98 percent satisfaction rating in an earlier post), each cruiser is an individual and as an individual, has an individual experience (good or bad).

 

Customer service is a very important focus for our Avalon team. As many of you have read on previous posts, we have reached out to and communicated with caviargal directly. In fact, the head of our US operations called her personally. We have also reviewed very closely all of the post-trip surveys received from her particular cruise. And, while we will not be making public, those findings or our actionable next steps, firm steps have been taken to ensure this very specific situation is not repeated (information we will communicate with caviargal personally).

 

In terms of dining ... keenmolly asked for a menu to showcase the fact that our dining program has not been altered, except for the "Dine by Design" enhancements we made in 2011 (as indicated in our previous post). Menus vary per cruise (based on the itinerary, in-season vegetables available at local markets, and more), however, sample menus can be found on our Web site at http://www.avalonwaterways.com/Experience-Avalon/Inspired-Dining/

 

And, as mentioned by goose30, your ship's cruise director places your needs and interests on top and will be your advocate throughout your vacation (as will our hotel, dining room and front desk managers): Something, we're sure others, will agree with.

 

If you have further questions and/or would like to speak with us directly, if you're based in the US, we encourage you to call our team toll-free at 1.877.380.1535. Thank you.

[pingpong1]

Avalon - Thanks so much for your response/s. Speaking just for myself, I believe you have done all you can do, at this point, to reassure me (at least) that everything is "on track" for a very enjoyable upcoming trip for myself and my Dad this coming Spring. In fact, we'll be boarding the "Imagery" exactly 2 months from today! Best Regards!

[stretchcruz]

We are very much looking forward to the Luminary in April. Can't wait, we're sure it will be up to the same standards we enjoyed on the Tranquility last year, as Avalon has clearly taken the comments to heart and are solving the problems.

[keenmolly]

While we appreciate Avalons comments and we understand the limitations a forum like this presents we will take all they say with a grain off salt until we experience our own cruise.

In regards to the contact phone number one would think that a company that deals with clients from all over the globe that they would have a contact phone number that enabled clients from parts of the world other than The USA to deal with them , we have a local contact (but in Australia we call that " Not talking to the butcher but talking to the piece of meat on the chopping block" ) and is not satisfactory .

[Musicgirlcruiser]

Keenmolly, I agree with you regarding local vs direct Avalon contact.

 

I initially called Avalon early Dec but was bounced off to the local rep when they found out where I'm located. Since then, it has been a miserable experience. Every inquiry is left unanswered for days and has to be followed up constantly. The local rep doesn't know anything about Avalon, I think they concentrate on Globus. We've paid in full since Jan 6 and I still haven't gotten any reservation number or printed confirmation that we're booked on the cruise.

 

Avalon, I hope you read this and advise your higher ups.

[Avalon Waterways]

While we appreciate Avalons comments and we understand the limitations a forum like this presents we will take all they say with a grain off salt until we experience our own cruise.

In regards to the contact phone number one would think that a company that deals with clients from all over the globe that they would have a contact phone number that enabled clients from parts of the world other than The USA to deal with them , we have a local contact (but in Australia we call that " Not talking to the butcher but talking to the piece of meat on the chopping block" ) and is not satisfactory .

 

Our US team is responding to this board which is why we've directed people to our US toll-free number. With that in mind, we have many Globus family of brands (Globus, Cosmos, Avalon Waterways and Monograms) offices around the world; contact information can be found on their respective Web sites. For quick and easy reference, we have pasted that information below.

 

AUSTRALIA OFFICE

 

Circuit Travel Pty Ltd

Level 6

33 Erskine Street

Sydney NSW 2000 Australia

 

GPO Box 3436

Sydney NSW 2001 Australia

Web: http://www.globusfamily.com.au

E-mail: enquiries@globusfamily.com.au

Telephone: 1300 230 234

 

Feedback and/or Service Enquiries after your Holiday:

Should you wish to contact Cosmos after returning from your holiday, please contact us at e-mail clientrelations@globusfamily.com.au

 

CANADA OFFICE

 

Lontours Canada Limited

1061 Eglinton Avenue West

Toronto, ON

M6C 2C9

Web: http://www.globusfamily.com/canada.htm

 

INDIA OFFICE

 

Globus family of brands

No. 11 , First Floor

S.N.S Chambers

239 Upper Palace Orchards,

Sankey Road, Sadashivnagar,

Bangalore - 560080, India

E-mail: india@globusandcosmos.com

Web: http://www.globusandcosmos.com/india.htm

Telephone: 800-425-3575

 

NEW ZEALAND OFFICE

 

International Holidays Limited

P.O. Box 4322

Auckland NEW ZEALAND

Web: http://www.globusfamily.co.nz

E-mail: enquiries@cosmostours.co.nz

Telephone: 0800 000 883

 

Feedback and/or Service Enquiries after your Holiday:

Should you wish to contact Cosmos after returning from your holiday, please contact us at e-mail nzclientrelations@cosmostours.co.nz

 

UNITED KINGDOM OFFICES

 

Cosmos Tours & Cruises

Wren Court

17 London Road

Bromley

Kent

BR1 1DE

Web: http://www.globusfamily.com/united_kingdom.htm

E-mail: admin@cosmostoursandcruises.co.uk

Telephone: 0844 573 0662

 

Archers Direct

Wren Court

17 London Road

Bromley

Kent

BR1 1DE

Web: http://www.globusfamily.com/united_kingdom.htm

E-mail: archersadmin@archersdirect.co.uk

Telephone: 0844 573 4806

 

Avalon Waterways

Prospect House

Prospect Way

London Luton Airport

Luton

Bedfordshire

LU2 9NU

Web: http://www.globusfamily.com/united_kingdom.htm

E-mail: admin@avaloncruises.co.uk

Telephone: 0800 668 1802

 

UNITED STATES

 

Group Voyagers, Inc.

5301 South Federal Circle

Littleton, Colorado 80123

Web: http://www.globusfamily.com/united_states.htm

E-mail: consumervacations@globusfamily.com

Telephone: (877) 380 1535

 

GENERAL SALES AGENTS IN SOUTH EAST ASIA & SOUTH AFRICA

 

HONG KONG

Travel Resources Limited

4/F On Lok Yuen Building

25-27 Des Voeux Road, Central

Hong Kong

Tel: (852) 2870 8755

Fax: (852) 2870 8777

Agency Hotline: (852) 2870 8744

Web: http://www.globus.com.hk

Email: info@globus.com.hk

 

INDONESIA

P.T. Visata Melia Tours & Travel

Rukan Sentra Salemba Mas

Jin. Salemba Raya 34-36 D

JAKARTA 10430

Indonesia

Tel: +62 21 314 6777

Tel: +62 21 314 6888

Tel: +62 21 391 7888

Fax: +62 21 390 4612

Web: http://www.vmelia.com

Email: reservation@vmelia.com or globus@indosat.net.id

 

JAPAN

Ohshu Express Ltd

Business Vip Shibuya Dogenzaka Sakamoto Bldg 3F,

2- 16- 8 Dohgenzaka

Shibuya-ku, 150-0043

Tokyo, Japan

tel. +813-3780-0468

fax +813-3780-5468

Email: maxvista@ohshu.com

Web: http://www.ohshu.com

 

MALAYSIA

Reliance Shipping & Travel Agencies Sdn Bhd

Block A, 9th Floor, Unit A-9-3,

Megan Avenue II,

12, Jalan Yap Kwan Seng,

50450 Kuala Lumpur,

Malaysia.

Tel: (603) 2730 9840 / 9836

Fax: (603) 2730 9970

Email: operations_cosmosglobus@rpb.com.my

Web: http://www.rpb.com.my

 

MYANMAR (BURMA)

Rubyland Tourism Services, Company Limited

No 16, Aung San Stadium, In-front of Central Railway Station

Kun Chan Road, Mingalar Taung Nyunt Township

YANGON

MYANMAR (BURMA)

Tel: +95 1 243185/374146/394811

Fax: +95 1 374 4146

Email: uayekyaw@rubyland.com.mm ; rubylandtour@myanmar.com.mm ; rubyland.ayekway@gmail.com

Web: http://www.rubyland.net

 

PHILIPPINES

The Baron Travel Corporation

Ground Floor, Cityland 10 (T-2)

Ayala Avenue North

Corner dela Costa Street

Salcedo Village, Makati City

Philippines

Tel: +63 2 817 4926

Fax: +63 2 819 2993

Email: ftd@barontravel.com.ph

Email: btcftd@barontravel.com.ph

Web: http://www.barontravel.ph

 

SINGAPORE

Scenic Travel PTE LTD

Block 480 Lorong 6 Toa Payoh

East Wing #13-01 (HDB Hub)

Singapore 310480

Tel: 65 - 6226 3611

Fax: 65 - 6226 2625

Email: scenic-sales@globaltravel.com.sg

Web: http://www.scenic-travel.com

 

SOUTH AFRICA

Gateway Travel & Tours

Ground Floor, East Office Tower,

Canal Walk, Century City,

Cape Town, South Africa 7441

Tel: +27 (21) 527 - 6300

Fax: +27(21) 551 - 6398

Email: info@globustours.co.za

Web: travel.globus.com.au

 

SOUTH KOREA

BMG Tour

Rm 709, Regent Building, 547-8

Gu eui-dong, Kwang jin-gu,

Seoul

South Korea

Tel: +82 10 6381 2320

Fax: +82 2 6927 6931

Email: maya@globuskorea.com

Web: http://www.globuskorea.com

 

TAIWAN

Energy Express

7F-3, No 41, Nanjing West Road,

Taipei, Taiwan

Phone: +886 2 2555 3055

Fax: +886 2 2555 0669

Email: service@energyx.com.tw

Web: http://www.energyx.com.tw

 

THAILAND

Siam Express Travel Services

Outbound Department

485/8-10, 2nd-3rd Floor, Silom Road, Silom, Bangrak, Bangkok 10500

Tel: +66 2 6353945, +66 2 2384412

Fax: +662 635 3950 / +662 236 6046

Email: gsa@siamexpress.com

Web: http://www.sets.co.th

 

VIETNAM

Hanoi Toserco

08 To Hien Thanh Str., Hanoi , Vietnam .

Tel: + 84 4 39760066/39780004 ext 20

Fax: +84 4 38226055

Email: namchien@tosercohanoi.com & huynhnamchien@yahoo.com

Web: http://www.tosercohanoi.com & http://www.hanoitoserco.vn

Skype: huynhnamchien75

[Avalon Waterways]

Keenmolly, I agree with you regarding local vs direct Avalon contact.

 

I initially called Avalon early Dec but was bounced off to the local rep when they found out where I'm located. Since then, it has been a miserable experience. Every inquiry is left unanswered for days and has to be followed up constantly. The local rep doesn't know anything about Avalon, I think they concentrate on Globus. We've paid in full since Jan 6 and I still haven't gotten any reservation number or printed confirmation that we're booked on the cruise.

 

Avalon, I hope you read this and advise your higher ups.

 

Musicgirlcruiser - Based on your post, we're not sure where you are located. If, however, you are based in the US, we ask that you please call our toll-free number at 877.380.1535 and share your concerns. It sounds like you were put in touch with a travel agent to help facilitate your booking. And, it seems this person has not been as helpful as you would like. We'd like to remedy that. If you're not in the US, please let us know where you are (what country) and we'll provide you a different contact option.

[YoungDubFan]

Avalon - Thank you for being so responsive and posting all of the above contact info. I am booked on my 1st river cruise on the Felicity in May and have been patiently waiting for it since I put my deposit down last Feb. Based on all of the posts / comments / feedback that I have seen on this board, I firmly believe that Avalon is a first rate company and that you truly care about your passengers and that you do what you can to ensure that everyone's vacation is what they expect. It is great to know that you monitor these boards and respond to direct questions.

[Musicgirlcruiser]

Avalon,

 

I am not in the US, that was the problem, like Keenmolly mentioned. I was initially in touch with someone on your US line, had a hold reservation for a couple of days, and was about to make payment when I was advised that I will be transferred to a different office. I was happy with the service provided until the transfer. The rep I'm dealing with now is in that list you have above. I've re-contacted the US rep, but she said she couldn't access my reservation and had to bounce me back. Could we discuss this privately? Please PM me an email address. Thank you.

[Avalon Waterways]

Avalon,

 

I am not in the US, that was the problem, like Keenmolly mentioned. I was initially in touch with someone on your US line, had a hold reservation for a couple of days, and was about to make payment when I was advised that I will be transferred to a different office. I was happy with the service provided until the transfer. The rep I'm dealing with now is in that list you have above. I've re-contacted the US rep, but she said she couldn't access my reservation and had to bounce me back. Could we discuss this privately? Please PM me an email address. Thank you.

 

Hi Musicgirlcruiser- We don't seem to have the ability to send a PM on this forum, however, maybe you can join our Facebook page (http://www.facebook.com/AvalonWaterways)? There, you could make a post letting us know who you are so we can send a private message on that forum to try to help you out?

[leadergal]

We have a group of 6 leaving on June 20th from Budapest to Amsterdam on the Panorama and was getting extremely concerned about all the comments here. It has helped to read Avalon's response to these issues, and I seriously hope that the food and drink issues are gone by the time we board the ship. This is our first river cruise and it was very expensive compared to other ocean cruises we have done in the past. Would hate to have it be a disappointment, as we could have booked on Viking, but went with Avalon because of the reviews.

[Vikingjorg]

And that says it all.

[leadergal]

Can Avalon please confirm that we are allowed to bring our own alcohol and wine aboard the ship as it appears was allowed in the past? Or are we required to buy it on board?

[caviargal]

Can Avalon please confirm that we are allowed to bring our own alcohol and wine aboard the ship as it appears was allowed in the past? Or are we required to buy it on board?

 

We were just aboard less than 8 weeks ago. It is not a problem to bring wine and they do not check you when boarding as ocean cruise lines do. What you consume in your cabin is your business. We took wine to dinner a few nights as we wanted better quality than was being served and they charged a moderate corkage of 7E.

[leadergal]

Thanks for that info caviargal. Can you also advise as to what people wear to dinner? Do the men need to pack a dinner jacket? What about a tie?

[Clovis Cruiser]

Avalon - Thanks so much for your response/s. Speaking just for myself, I believe you have done all you can do, at this point, to reassure me (at least) that everything is "on track" for a very enjoyable upcoming trip for myself and my Dad this coming Spring. In fact, we'll be boarding the "Imagery" exactly 2 months from today! Best Regards!

My husband and I are booked on the Panorama for the May 23, 2012, sailing from Budapest to Amsterdam. We have high expectations and hope the problems that have been addressed in this forum will have been smoothed out for all of us who are taking future cruises on the Panorama (or on any Avalon ship). Thanks to all of you for your insistence upon quality service (especially food and beverage) in the future. It seems to me, though, from the posts I've been reading, that other aspects of the cruise (accommodations, excursions, meals other than dinner, etc.) met the high standards of Avalon. Keenmolly, I'll be especially interested in your feedback since you sail just a month before we do.

Happy Travels!

Joan

[keenmolly]

Less than three weeks before we take off for our cruise we will be taking an iPad along with an iPhone so we should be able to post as we go unless of course we are having to good a time then the lack of posts might speak for themselves.:cool:

[pingpong1]

To All - I'm currently sailing on the Avalon Imagery eastward on the Danube. We left last week out of Amsterdam and will finish our cruise at the end of the week in Vienna. We are on the "European Splendor" Cruise. Obviously, I can't speak to what was/might be encountered on any past or future cruise but so far, everything has been fine and all aspects have met my expectation. Two BIG factors are that the weather has been perfect and the water levels have been "normal". That means that two of the biggest issues that could have potentially "screwed up" the trip have not occurred - no busing from town to town, no missed iteneraries, no last-minute packing, and every day's schedule went on as originally planned. That makes all the difference in how I'm perceiving this trip as a "success". This is also the first cruise for this ship and crew of the season. Everyone is "fresh and smiling". That might not be the case when November rolls around but for now everything has been enjoyable. For those who had past concerns - there is NO SHORTAGE of wine and beer at dinner. If you don't tell them to "stop" - they keep pouring. A white and red wine are offered at each dinner along with Bitberg draft beer....as much as you want. Of course, there's also softdrinks. My Dad has asked for coffee with some of the meals and it has been brought to him promptly. After our stewardess (Zita) comes into our stateroom (while we're at breakfast) to clean - she leaves the place spotless. Our Laundry which we have asked to be washed has been completed, folded/hung in our room that afternoon. Speaking of breakfast - there has been complimentary champagned available every morning. There's the standard self-serve breakfast buffet, and made-to-order egg station, fresh bread, cheese, and cold meats - as well as plenty of fresh fruit available. One of the posters asked about dinner's "dress code". The answer is "just about anything" you want. There's been a couple of guys who have worn jeans at dinner. Most wear slacks and a dress shirt, some of the men might have a nice sweater on. NO ONE is wearing coat and tie. The ladies are in everything from dresses and heals to slacks and a nice top. Unless something radically changes in the next few days, I am competely happy with Avalon's service. At least on this boat and on this cruise. Oh, and the complimentry WiFi is working just fine. I'm sending this from my notepad in my stateroom at 11:30AM. If anyone has any specific questions, please ask. Regards to all, Kelvin

[stretchcruz]

When we cruised in late Oct early Nov and had a wonderful experience on the Tranquility we, also, only had smiling crew members and good food. Glad you are having a good time!

[blingbling]

Hi Kelvin!

BIG THANK YOU for giving all of us who are anticipating our 2012 Avalon cruises that you are having a fabulous experience! :)

I'm hoping the "crew & staff" from a previous unsavory recount has been retrained or replaced!! And not simply transferred to another ship....I'm keeping my fingers crossed the Visionary will have this same quality as well.

Can't wait to read your trip review. Enjoy it all!

Karen

 

To All - I'm currently sailing on the Avalon Imagery eastward on the Danube. We left last week out of Amsterdam and will finish our cruise at the end of the week in Vienna. We are on the "European Splendor" Cruise. Obviously, I can't speak to what was/might be encountered on any past or future cruise but so far, everything has been fine and all aspects have met my expectation. Two BIG factors are that the weather has been perfect and the water levels have been "normal". That means that two of the biggest issues that could have potentially "screwed up" the trip have not occurred - no busing from town to town, no missed iteneraries, no last-minute packing, and every day's schedule went on as originally planned. That makes all the difference in how I'm perceiving this trip as a "success". This is also the first cruise for this ship and crew of the season. Everyone is "fresh and smiling". That might not be the case when November rolls around but for now everything has been enjoyable. For those who had past concerns - there is NO SHORTAGE of wine and beer at dinner. If you don't tell them to "stop" - they keep pouring. A white and red wine are offered at each dinner along with Bitberg draft beer....as much as you want. Of course, there's also softdrinks. My Dad has asked for coffee with some of the meals and it has been brought to him promptly. After our stewardess (Zita) comes into our stateroom (while we're at breakfast) to clean - she leaves the place spotless. Our Laundry which we have asked to be washed has been completed, folded/hung in our room that afternoon. Speaking of breakfast - there has been complimentary champagned available every morning. There's the standard self-serve breakfast buffet, and made-to-order egg station, fresh bread, cheese, and cold meats - as well as plenty of fresh fruit available. One of the posters asked about dinner's "dress code". The answer is "just about anything" you want. There's been a couple of guys who have worn jeans at dinner. Most wear slacks and a dress shirt, some of the men might have a nice sweater on. NO ONE is wearing coat and tie. The ladies are in everything from dresses and heals to slacks and a nice top. Unless something radically changes in the next few days, I am competely happy with Avalon's service. At least on this boat and on this cruise. Oh, and the complimentry WiFi is working just fine. I'm sending this from my notepad in my stateroom at 11:30AM. If anyone has any specific questions, please ask. Regards to all, Kelvin

[leadergal]

One more question for anyone that has been on the Panorama, is there laundry service available? Thanks!

[pingpong1]

Leadergal - You're going to find that laundry service is available on all the Avalon ships. Its good, efficient, quick, BUT NOT CHEAP! I decided before I even started my cruise that I was NOT going to be spending any of my time doing laundry myself and hanging it up all over the place in my stateroom and waiting a couple of days for it to dry. We have turned in two batches of laundry which included all the underwear, jeans, and shirts we (two of us) have worn over a 10 day period. The laundry was processed the same day as it was turned in, without asking for "expedited service" (not necessary). Based upon Avalon's per piece charge for everything we turned in, I think our bill is now up to around $200 for total laundry services (not joking). But to me, it was worth not having to worry about any laundry myself. I have already told Avalon (on this forum) that I think those charges are excessive - but of course, they defended them as being "in line" with what a "hotel" would charge. Okay, fine.....I think the prices that hotels charge for laundry are ALSO exorbitant! But if I look at the "big picture", this trip's total cost is around $20K (for airfares, extra hotel nights, cruise costs, stateroom upgrades, etc.) - so what's another $200 :) By separate post, I'll be publishing Avalon's latest list of laundry charges. Be on the lookout for it. Regards, Kelvin

[leadergal]

Thanks PingPong. That helps a lot.

[caviargal]

Thanks for that info caviargal. Can you also advise as to what people wear to dinner? Do the men need to pack a dinner jacket? What about a tie?

 

It is rare to see men in sport coats and I do not recall seeing many, if any, wear ties over the course of 5 river cruises.

 

I wear black slacks and a nice top to dinner and my husband wears nice slacks and a collared shirt or sweater.

 

We had 2 couples on our first river cruise who come to the lounge and dinner one evening in full cruise ship formal night regalia and they looked very much out of place.

[SunDapple]

At first reading of this thread I was very concerned regarding food, and service. Then I decided to discount the issues, as food and drink are very personal experiences, and I read on. Avalon responded and I felt better but the negativity continued. I got so bored with this thread I almost gave up reading. Thank goodness I did not as pingpong1's post from on board has dissolved my concern and I am back to positive. What a journey of emotions!

Happy to be booked on Avalon for the Grand France this summer. Hope there are no river issues.

I'll have some red, now please. :-)